Entitled to a return of premiums?

16 replies
Found 1st Oct 2016
We had a shower installed by B&Q around 5 years ago. The warranty was for 2 years only, so after that, we took out a policy with Homeserve.

The shower has broken, and after inspection, it was condemned. After sending the report to Homeserve, they have refused to pay out the £100 towards a new shower as it wasn't installed properly.

So, my questions are ... 1. As the policy would never have paid out due to the shower being installed incorrectly, could I get all the premiums back? and 2. If B&Q didn't install it correctly, would they be liable for the amount that Homeserve would have paid out as it was them who signed the job off?

Thanks in advance for any advice.

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16 Comments

write to both and ask. raise it as a complaint... regs change all time what was wrong with the install?

Original Poster

justanothercid

write to both and ask. raise it as a complaint... regs change all time … write to both and ask. raise it as a complaint... regs change all time what was wrong with the install?



There was no pull switch put in, the installer used the wrong screws (screws came with the new shower, so I don't know what they're talking out) and the wrong fuse was fitted (40W instead of 45W).

Your took out extended insurance with Homeserve and IMHO they should pay up and be chasing B&Q to recover costs

You as a customer cannot be aware that it was installed incorrectly and if the insured item failed because of this I'd assume Homeserve should be responsible. I would read the small print of cover and depending on it's contents challenge Homeserve and explain if I didn't get a satisfactory outcome then I would raise a complaint with the Financial Ombudsman

I would also talk to B&Q HO explaining the circumstances (including challenging Homeserve) and see what they are prepared to do
Edited by: "philphil61" 1st Oct 2016

Original Poster

philphil61

Your took out extended insurance with Homeserve and IMHO they should pay … Your took out extended insurance with Homeserve and IMHO they should pay up and be chasing B&Q to recover costsYou as a customer cannot be aware that it was installed incorrectly and if the insured item failed because of this I'd assume Homeserve should be responsible. I would read the small print of cover and depending on it's contents challenge Homeserve and explain if I didn't get a satisfactory outcome then I would raise a complaint with the Financial Ombudsman I would also talk to B&Q HO explaining the circumstances (including challenging Homeserve) and see what they are prepared to do



I see your point.

Did any of those fixing errors cause the shower to fail? I would have thought it unlikely. If so they should still pay for the repair.

chimp14uk

I see your point.


Not sure about the issue with screws that said - where is the power switch for the shower? I have an electric shower with no pull cord but main power switch is situated on the wall in the bedroom (on suite)?
Also what is the kw rating of the shower?

Electric Showers should have a 45/50amp double pole isolation switch, normally this would be within the bathroom and therefore be a pull cord, but to respond to phil above, this could be outside the bathroom and therefore could be in the form of a 45amp/50amp double pole switch.

Would not having this affect the operation of the shower? No.

Would this cause a fault? Possibly as it would be on 24/7 as opposed to being isolated after use (which is very rarely done).

Wrong screws being used is being pedantic IMO and bears no relevance to a fault occurring, unless of course it was screws in the electrical connection...?

Fitting a 40amp fuse instead of a 45amp, which I think is what the OP refers to with 40/45w, would have no adverse effect to the shower and would not cause a fault, if the shower was say a 9kw, this would require a fuse/mcb of 40amps as it would, on max setting, draw around 37.5amps, a shower of 10.8kw would require a fuse/mcb of 45amp as it would, again on max setting draw around 45amps.
A smaller fuse would simply blow if it was too small.

I'd contact B&Q and Homeserve explaining it was fitted by B&Q, or someone contracted by them, and you fully expected it to be to current regulation at that date, therefore any fault caused by being fitted wrongly shows that B&Q were negligent and you would like them to send a technician to test the shower.

OP, what is the actual fault of the shower, who condemned it and what in there opinion caused the fault?



Edited by: "andynicol" 1st Oct 2016

andynicol

Electric Showers should have a 45/50amp double pole isolation switch, … Electric Showers should have a 45/50amp double pole isolation switch, normally this would be within the bathroom and therefore be a pull cord, but to respond to phil above, this could be outside the bathroom and therefore could be in the form of a 45amp/50amp double pole switch.Would not having this affect the operation of the shower? No.Would this cause a fault? Possibly as it would be on 24/7 as opposed to being isolated after use (which is very rarely done).Wrong screws being used is being pedantic IMO and bears no relevance to a fault occurring, unless of course it was screws in the electrical connection...?Fitting a 40amp fuse instead of a 45amp, which I think is what the OP refers to with 40/45w, would have no adverse effect to the shower and would not cause a fault, if the shower was say a 9kw, this would require a fuse/mcb of 40amps as it would, on max setting, draw around 37.5amps, a shower of 10.8kw would require a fuse/mcb of 45amp as it would, again on max setting draw around 45amps.A smaller fuse would simply blow if it was too small.I'd contact B&Q and Homeserve explaining it was fitted by B&Q, or someone contracted by them, and you fully expected it to be to current regulation at that date, therefore any fault caused by being fitted wrongly shows that B&Q were negligent and you would like them to send a technician to test the shower.OP, what is the actual fault of the shower, who condemned it and what in there opinion caused the fault?



Everything you said is correct - basically you answered the questions that I was asking the OP for to give definitive answers.

As for the screw issue - possibly like you I'm totally confused and with this assume that the Homeserve "inspector" is just trying to allow Homeserve to pass the buck - that's why I commented to force the issue with Homeserve and threaten to involve the Financial Ombudsman but at the same time inform B&Q so that they have a chance to investigate "the faults"

Original Poster

Thanks for your replies.

There were some hairline cracks where the screws were securing the shower, I think, and this was why the shower was condemned. There was also a problem with the temperature switch not turning properly, probably caused by someone twisting it past a normal position. Shower was 8KW.
We called Homeserve the shower started playing up and they told us to contact Mira. They came out and condemned it. We sent the report to Homeserve who refused to pay out.
Edited by: "chimp14uk" 1st Oct 2016

chimp14uk

Thanks for your replies. There were some hairline cracks where the screws … Thanks for your replies. There were some hairline cracks where the screws were securing the shower, I think, and this was why the shower was condemned. There was also a problem with the temperature switch not turning properly, probably caused by someone twisting it past a normal position. Shower was 8KW.We called Homeserve the shower started playing up and they told us to contact Mira. They came out and condemned it. We sent the report to Homeserve who refused to pay out.



Hairline cracks of the casing are pi** poor reasons to condemn although the unit should be water tight.

8kw with a 40amp fuse/mcb should not have been an issue.

You never commented about power switch (hint - no pull cord) - the shower should have been fitted with a pull cord or external (to bathroom) on/off switch (similar to immersion heater switch or cooker switch) but that said IMHO Mira/Homeserve are taking more than the mickey.

What would I do now? If shower is still in situ call B&Q immediately, explain the issues you have including Mra's report and Homeserve's response - they should send out a qualified person to investigate. I'd also get a second independent report.

ps

Can you use the REPLY button when commenting - so people know you've replied
Edited by: "philphil61" 1st Oct 2016

chimp14uk

Thanks for your replies. There were some hairline cracks where the screws … Thanks for your replies. There were some hairline cracks where the screws were securing the shower, I think, and this was why the shower was condemned. There was also a problem with the temperature switch not turning properly, probably caused by someone twisting it past a normal position. Shower was 8KW.We called Homeserve the shower started playing up and they told us to contact Mira. They came out and condemned it. We sent the report to Homeserve who refused to pay out.



8kw shower should have a 40amp fuse/mcb at main consumer unit (fuse box), which I think is what you had..?

Hairline cracks on unit could cause water ingress, so I can see why it would be condemned.

Is the temperature switch the main fault? - as what you describe sounds like its been caused through mis-use.

Has the Mira technician stated in his report mis-use by end-user (i.e. you, or your family) has caused the fault?


I imagine they have used countersunk head screws rather than pan head screws, this will have caused the cracking. The danger will be that as the plastic ages and becomes more brittle the cracks could worsen and the shower fall off the wall. I guess this is the reason for it being condemned. So the claim should in my opinion be with B&Q.

Original Poster

andynicol

8kw shower should have a 40amp fuse/mcb at main consumer unit (fuse box), … 8kw shower should have a 40amp fuse/mcb at main consumer unit (fuse box), which I think is what you had..?Hairline cracks on unit could cause water ingress, so I can see why it would be condemned.Is the temperature switch the main fault? - as what you describe sounds like its been caused through mis-use.Has the Mira technician stated in his report mis-use by end-user (i.e. you, or your family) has caused the fault?



Homeserve have just said that they won't pay out because of the installation. I don't have the report atm, but I'm quite sure that it didn't say that the failure in the temperature control caused by us.

chimp14uk

Homeserve have just said that they won't pay out because of the … Homeserve have just said that they won't pay out because of the installation. I don't have the report atm, but I'm quite sure that it didn't say that the failure in the temperature control caused by us.



What is the actual fault on the shower, is this known..?
Is it a fault caused by the installation..?

I think you need to obtain a copy of the Mira report and contact B&Q, they arranged installation so should have ensured it was fitted properly.


Original Poster

Thanks for all your replies. I will take your comments onboard.

I don't work in Plumbing, but i do follow round Homeserve employees when they have not done the repair.
I have to put right what Homeserve can't.
I get lots of work from HS not doing anything apart from a report.
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