Please read & advise - is this unfair?

[blossom]

I called an established local company out a few weeks ago because the dishwasher wasn't working.

The guy was here a few minutes and couldn't find anything wrong with it and it worked perfectly! Maybe someone here had pressed a wrong button or something. I asked how much it was and the engineer told me there was - his very words - "nothing to pay".

Now weeks later the shop have called me wanting £60 call out and saying I should normally have paid the engineer or called in the shop to pay.

Nobody made me aware of a call out charge when I first rang, and their website while not stating there isn't, certainly doesn't say that there is, and the engineer distinctly told me nothing to pay when I offered.

What would you do and where do you think I stand on this?

 

[Trinity]

Hmmmm - based on what you've said there is nothing to pay, if they didn't tell you about a call out fee when you arranged the appointment, and the engineer said nothing to pay at the time of the visit when questioned, then I'm not sure they have a leg to stand on.

That said, I wouldn't expect a service visit to be free so it's a bit ambiguous from both sides.

Did you expect to pay something?

 

[noreenoconnor]

She obviously did expect to pay something which is why she asked how much she owed, and was told nothing ... i personally would say that's that transaction over. It's like undercharging a customer and ringing them a week later and asking why they haven't paid.

Blossom, did you explain the engineer said there was nothing to pay?

 

[AcidPerm]

No, they really should have advised of the call out fee when you rang them to arrange the visit. After all, you could have rung several companies and chosen them on the basis that they didn't require a call out fee!
They certainly can't require you to pay after they've already stated there was no fee payable.
(Even if the engineer was not aware of their call out charges, that's the fault of the company to remedy, not yours.)

 

[blossom]

She obviously did expect to pay something which is why she asked how much she owed, and was told nothing ... i personally would say that's that transaction over. It's like undercharging a customer and ringing them a week later and asking why they haven't paid.

Blossom, did you explain the engineer said there was nothing to pay?

Yes I did tell them that today, and he just said that's right, there was nothing to pay but there was still a call out charge of £60.

I asked how they would normally expect someone to pay the call out charge (it suddenly occurred to me that maybe the engineer somehow only took payment for his own work?) and they said you would pay the engineer or pop in the shop. So that blew that theory out of the water.

I'm sure we've had them in the past although some time ago and there's been no call out, on checking their website there's no mention of it. And an ad of theirs I found says free call out for cooker repairs so all a bit confusing.

I don't blame companies for charging a call out, but to be hit with it now, after I particularly made a point of asking if I owed anything. [emoji15]

 

[Trinity]

Yes I did tell them that today, and he just said that's right, there was nothing to pay but there was still a call out charge of £60.

I asked how they would normally expect someone to pay the call out charge (it suddenly occurred to me that maybe the engineer somehow only took payment for his own work?) and they said you would pay the engineer or pop in the shop. So that blew that theory out of the water.

I'm sure we've had them in the past although some time ago and there's been no call out, on checking their website there's no mention of it. And an ad of theirs I found says free call out for cooker repairs so all a bit confusing.

I don't blame companies for charging a call out, but to be hit with it now, after I particularly made a point of asking if I owed anything. [emoji15]

They've clearly messed up, but you cant blame them for trying to recoup their costs, it was worth a try from their perspective.

Its naughty trying to do it several weeks later. I suspect if you stand your ground they won't take it any further. I'd be suggesting they clarify their website and costs for future customers

 

[blossom]

I wonder if they've only recently started charging a call out and it's a bit muddly till they all get used to it maybe?

I really appreciate all your opinions, thank you [emoji4]

 

[vickychicky_]

We once had a problem with the tumble drier (my brothers jeans went in with a bottle opener in the pocket ) and the engineer cane out and fixed it (my dad also made him a bacon sarnie and a cuppa) and he said there was no charge. The company never phoned to ask for payment. I think they are being very naughty asking for money weeks after! Like you said, they told you the engineer would have taken the payment and he said there was no charge...xx

 

[Beauty Tips]

Did you get a confirmation of the booking or anything?
Or look through their T's and C's on the website?

They need to have stated somewhere on their website or email that there will be a call out fee otherwise they can't really enforce it and you have a good case to argue and not pay. I work in e-commerce and basically if something isn't stated and the customer has not been informed the customer is highly likely to win. Also, if their customer service is good they should happily waive the fee to keep you as a customer.

Also, check out the reviews of the company if there are any and see if it has happened to anyone else.

 

[blossom]

Exactly vickychicky, if the engineer would normally have taken payment, he should have said when I asked!

No beautytips they didn't confirm.

I couldn't find t&c's on their website at all, and under the "repairs" section it just says to phone them.

 

[AcidPerm]

Did you get a confirmation of the booking or anything?
Or look through their T's and C's on the website?
They need to have stated somewhere on their website or email that there will be a call out fee otherwise they can't really enforce it and you have a good case to argue and not pay.

If you deal with them via telephone, they cannot later rely on saying their t&c's were on the website unless they specifically advise you of this during the initial phone call when you contract with them to attend to you.

I think it's little different to an Internet scam, in some regards.

Supposing they deliberately don't advise of a call out fee and get lots of business this way. They're chancing their arm that you'll just accept that morally you should pay them something and then land you with a £60 bill that a percentage of customers will end up paying.

However, let's assume you had also rung another company who were upfront and honest and told you there'd be a £20 call out fee regardless. You would probably choose the company who didn't charge a call out fee.

How many elderly and vulnerable people could they con in this way?

Hopefully, they're a good business who made a genuine error in not quoting the call out fee...

Either way...don't pay. They need to sort themselves out.