Klacht: Incorrect maintenance service – whole new central heat system needed

op 26 november 2018 over Bogro in de categorie CV Ketels

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Mijn Klacht:

I entered in my new house in February 14th, 2018.
At that time the heat system was not functioning and we were instructed by previous owners that Bogro was providing the services, so, could be contacted for the maintenance of the system.
I contacted Bogro on February 16th for the maintenance check as I had no hot water.
The technician evaluated the system and said that was a pressure issue and the rest was perfectly fine.
Although, the problem persisted, but at that time was a massive noise coming from the central heat.
Another technician came few weeks later, and said that I should release the pressure every time that there was a sign in the central screen.
I followed the technician instructions, and I did the procedure to release the pressure almost every month.

In November 15th a leaking started from the central heat system, therefore I called Bogro Services.
I was informed that my contract was over and no technician was available for a visit, I should contact another company.
I contacted Bureau BVO, that came on that day for a technical visit.

During the visit the technician informed me that my central heat system has a leakage due to bad maintenance service.
The main part is completely rusty. I was extremely surprised since the heat system is very much new, from 2011.
And from 2014, Bogro has being the company providing maintenance per contract.
I am not a heat expert, for that I trusted your company, but I cannot imagine a new heat system get rusty in 4 years of use.

I contacted Bogro to give the chance for counter check since another company was challenging the type of service Bogro provided DURING the contract period.
I shared the estimation and the information shared by Bureau, but Bogro did not show any interest and simply said that because my contract was over they could not do anything.

I am now a costumer being penalized, and having to change the entire central heat system due to bad service provided by Bogro.
I will have an unexpected cost which I trust should not be owned by me.

Costumer satisfaction is not a value that Bogro relates, and because Bogro provided bad maintenance DURING contract I have to exchange the whole system.

Marília

Gewenste Oplossing:

When I am reimbursed for the unexpected cost due to bad service provided DURING contract period.

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