Frequently Asked Questions
Do you supply parts direct to customers?
Does the engineer need paying immediately?
What methods of payment do you accept?
Do you stock generic/second-hand/reconditioned parts?
Is there a "late cancellation fee"?
When can we find out what time the engineer will be with us?
Do you charge an additional fee for a second visit to fit parts?
What guarantee do you provide?
Do you provide an "over the telephone" advice/diagnostic service?
Do engineers carry stock on the vans?
Do your engineers carry photo identification?
Do you work Public Holidays?
Do you accept insurance work?
What are your call charges?
Can I specify times for my appointment?
Can I get a quote for any work required?
If a quoted repair is more expensive than I want to pay, what charges am I liable for?
Do you supply parts direct to customers?
We only supply parts as part of an engineering visit. For parts sales,
please contact the manufacturer/distributor.
Does the engineer need paying immediately?
The work is payable immediately upon completion. Corporate billing accounts
are available; please contact us for further information.
What methods of payment do you accept?
We accept: cash; cheques; credit and debit cards (excluding American Express
and Solo cards).
Do you stock generic/second-hand/reconditioned parts?
All parts used by our engineers are those provided/recommended by the manufacturers.
Is there a "late cancellation fee"?
No - provided you cancel before 4:00 the previous working day, this also applies if the engineer calls and no one is in to receive him.
When can we find out what time the engineer will be with us?
The routes are confirmed from 3.30pm the working day before your appointment.
Please contact the Service Department from that time.
Do you charge an additional fee for a second visit to fit parts?
No, the call-outs fee charged is only ever charged once until the fault is
fixed.
What guarantee do you provide?
All parts replaced by us are guaranteed by the manufacturer(s) for up to
12 months depending on the manufacturer.
Do you provide an "over the telephone" advice/diagnostic service?
Unfortunately not, our service staff are not trained engineers and cannot
give advice over the telephone. Our engineering staff are busy on calls during
the working day are not available for consultation.
Do engineers carry stock on the vans?
All our engineers carry the more commonly used stock items for the appliances
they service.
Do your engineers carry photo identification?
At the present time the only engineers who carry photo identification are
those who are Gas Safe registered. This is being rectified at the present.
Do you work Public Holidays?
No, we are closed for all bank holidays; Christmas; New Year; and Easter.
Do you accept insurance work?
The only insurance work we accept is "pay and claim" where the customer
undertakes responsibility for payment and claims the costs back from their
insurance company themselves.
What are your call charges?
Call charges start from £65.00 ex VAT and include all visits and
30 minutes of labour. Additional charges include: labour £15/15 minutes
(after 30 minutes); parking charges (if any); and parts fitted (all ex VAT).
Can I specify times for my appointment?
We do accept time requests but cannot guarantee that the engineer will
arrive at the time requested. When organising routes we will adjust them as
much as is feasible to accommodate any/all requests.
Can I get a quote for any work required?
Once an engineer has identified the problem, a breakdown of costs is available
in just a few minutes from our Service department.
If a quoted repair is more expensive than I want to pay, what
charges am I liable for?
The call-out charge is payable regardless of outcome, as is any additional
labour or parking costs incurred.
