Plumber refusing to show guarantee conditions until I pay up

[Steve Beahan]

Mum ordered a new boiler and after the plumber put it in we received the bill, but no user manual, gas safety certificate or details of the guarantee. Unfortunately, my mum didn't ask for details of the guarantee before it was fitted so who knows what is excluded. I asked for it to be sent and got this back,

"We will register the boiler and send out all documentation on completion of final payment."

So I have to pay before I can see the goods I am paying for - is this usual?

 

[Notch7]

Check the installer is gas safe registered.

I can sort of understand a tradesman using it as leverage but at the same time I worry once you’ve paid he will disappear.

Personally I think good tradesmen would talk through the guarantee at the beginning, especially as boiler guarantees are a key part of the marketing of boilers.

 

[JohnD]

For my boiler, the instructions and guarantee text can be downloaded from the manufacturer's website.

 

[HERTS P&D]

Why didn't you pay him on completion, are you withholding payment, has he sent you an invoice and when did he fit the boiler?

Andy

 

[Madrab]

If there was any concern about final payment with a client, I would consider holding back on registering the boiler with the manufacturer to enable the warranty, until the payment was received, luckily in all my years I've never had that issue though.

As far as a Gas Safety Certificate and the Benchmark are concerned then that would be completed and handed over once commissioned as that's as much for my evidence/records to state I've done the work as per requirements, standards and regs and that all safety checks were completed properly. I would take a pic of the benchmark for my records too.

 

[Steve Beahan]

Check the installer is gas safe registered.
I can sort of understand a tradesman using it as leverage but at the same time I worry once you’ve paid he will disappear.
Personally I think good tradesmen would talk through the guarantee at the beginning, especially as boiler guarantees are a key part of the marketing of boilers.

They are gas safe registered and Oftec accredited, but this tactic of leveraging payment from an 85 year old is dodgy. It may have something to do with the fact that the boiler and fitting cost over £3,000 and that's about a grand more than I would have expected for her house size. As an option they offered her one for £4,000 too and that's just pulling wool over an older persons eyes.

For my boiler, the instructions and guarantee text can be downloaded from the manufacturer's website.

Can't see any download and only a sentence in the T&Cs; (removed).

Why didn't you pay him on completion, are you withholding payment, has he sent you an invoice and when did he fit the boiler?
Andy

It was completed yesterday and I got the invoice 10 minutes later but no documents, certificates or guarantee papers - they want the payment first.

 

[Exedon]

So I have to pay before I can see the goods I am paying for - is this usual?

But you can see the goods they are on the wall keeping you warm and heating your water!
What payment terms were on quote?

 

[Steve Beahan]

But you can see the goods they are on the wall keeping you warm and heating your water!
What payment terms were on quote?

I mean the guarantee - I'm paying for that too but I have no sight of it.

 

[JohnD]

Can't see any download and only a sentence in the T&Cs

Manufacturer's website.

 

[terryplumb]

Unfortunately, my mum didn't ask for details of the guarantee before it was fitted

Bit late asking about it now, maybe there isn't any ,other than your statutory rights .
You have no right to withhold payment.
Fancy leaving your poor old 85 year old mum to organise a boiler purchase without your help in the first place, shame on you.

 

[Exedon]

We do 2/3 oil boilers a week all payment on completion.
As we should we leave all documentation with boiler but the warranty paperwork goes to customer when payment is cleared.
The installer is trusting you for several thousand pounds and you can't trust them to follow up with a piece of paper?

 

[Steve Beahan]

Bit late asking about it now, maybe there isn't any ,other than your statutory rights .
You have no right to withhold payment.
Fancy leaving your poor old 85 year old mum to organise a boiler purchase without your help in the first place, shame on you.

I live in Tokyo and she ordered it when it broke - took me some days to book a flight. Reel your neck in.

 

[dilalio]

fitting cost over £3,000 and that's about a grand more than I would have expected for her house size.

This is your real issue methinks.

House size and "your" expectations have nothing to do with the price.

It was agreed by your mum, in your absence, and any contract is with her.

Pay them and register warranty yourself.
Benchmark cannot be withheld and must be left with install, as does user manual. Benchmark also asks confirmation that use of controls has been explained to customer.

 

[muggles]

Sounds like your pricing expectations are based on what prices were like when you left for Tokyo... You've not said what boiler is being fitted but a high-end boiler can be £2000 just to buy, by the time you've added a flue, filter, and controls. £3000 supplied & fitted isn't unreasonable at all if they're a conscientious installer trying to do the best job possible

 

[Mottie]

I've just looked through my records and I had my boiler fitted on 29th August. The benchmark paperwork and instructions were given to me on the day as well as running me through the boiler controls. I paid them on completion and they were to register it with Vaillant. I got this email confirmation from them on 6th September. The guarantee conditions were attached.