BOXT Boiler Install nightmare

[Jacob Wiltshire]

Hi - I'm not sure if this is the right forum or not, but I'm looking for some advice with regards to a recent (nightmare) new gas boiler install.

Our old gas combi boiler needed replacing, so we shopped around and got a deal via BOXT. Our understanding is that BOXT then sub-contract to local engineers (we're midlands) who can install, but they aren't directly employed by BOXT.

Anyway, onto the story. The installer arrived on time, no problem there. But on installing the new boiler into the cupboard, they went through to the wall to the room next door and left 4 or 5 massive holes and cracked plaster! This isn't a normal plasterboard wall, it's a brick wall and at least 7 inches deep from the back of the boiler to the other room - God knows how they didn't realise what was going on after the first hole. So that's the first part...

The second part is the flue. They stated they'd used the hole from the existing flue, which is fair enough and what I expected they'd do, but by attaching the new flue to the celling they have totally ruined the celling plasterboard so I can now look up and see through to the attic! (Which I couldn't before!)

My final concern is that we didn't get asked to sign anything on completion, after they'd left I found some paperwork tossed on the bed that had the 'customer signature' box scribbled in....but we hadn't been asked to sign anything. It's like they couldn't get out quick enough. The 'handover' and demonstration of the new boiler lasted all of 10 seconds.

Based on the above experience, it's fair to say that I have no confidence in what they have done in area's we can't see (the loft/the roof/the gas work etc). We have contacted BOXT and have requested a different contractor to visit and assess their work, just to put our minds at ease and they don’t seem to be willing to do this. We've had to fork out to repair the wall out of our own pocket, given that their attempt at filling 7 inch holes with Polyfilla and then running away didn't work (no surprise there).

BOXT seem to be siding with the installers and we're not sure where to go next. We're not happy with the install, we weren't happy with what they did to our home nor the attitude of them whilst they were here - so for our peace of mind we want their work checked, but we don't know how to go about it. Am I being too fussy here or am I well within my rights to be jumping up and down about this?

 

[ShaunCorbs]

Any photos

Also just for reference the installers are paid around the 300 mark to install the boiler so it gets chucked in they don’t have time to do any extras also normally they have to use there own fittings so in reality it’s less than that

Your in your right to want more but in reality it’s a budget driven install

Contact gas safe if you want it checked I’m sure they would come out and either confirm or deny your worries

 

[SimonG]

Cant expect people on sows ear money giving a silk purse finish.

Lot to be said paying a little more for a local experienced installer who will take pride in their work.

 

[oz-plumber]

Cant expect people on sows ear money giving a silk purse finish.

Lot to be said paying a little more for a local experienced installer who will take pride in their work.

It shouldn't matter what they are paid.
They should have and take some responsibility for the work they do and the damage they do to a property.

As for scribbling in the customer signature box - I would treat that as fraud.

As for BOXT subcontracting the work out, that's really not your issue.
BOXT are the ones you made a contract with. They are the only people you can pursue to recover the costs of the repairs you required after the boiler installation.

I would start the ball rolling with contacting BOXT to inform them that the installer forged a signature in the customer box.
You want the details of the installer to report him.

Once you get his details, pursue his insurance for the repairs.

 

[Last Plumber]

I lost a customer to BOXT. They have a very big advantage over regular companies when it comes to price.

Out of curiosity, did you award them the job on price?

 

[Knappers]

You should pursue this further, the law is set up to protect the consumer and altho they might make it difficult its probably just a matter of time before you get what you want.
Don't get anything fixed as you need to give them the opportunity to put it right first.
Talk to consumer rights, go through the motions and make some noise!
Companies shouldn't get away with this and engineers shouldn't be slinging in boilers for £300 (without the customer knowing what they're getting)
Chances are tho that altho its a horrible install, it will be fine on the gas safety side but maybe get it checked by a local engineer for peice of mind.

 

[Last Plumber]

Companies shouldn't get away with this and engineers shouldn't be slinging in boilers for £300

Especially when those of us who do the job well, lose out to them.

 

[Mark Butler]

A gas engineer with respect and quality will install a boiler properly regardless of the payment terms. It’s the person, not the company, however Boxt are not the best.