Dear [Customer Name],
Thank you for raising your repair request and for choosing PlusHeat as your service provider.
Following review, we have identified that a third-party engineer has previously attended and carried out work in relation to this issue. Under the PlusHeat Terms and Conditions, where there has been third-party intervention or alteration to the system, we are unable to accept liability for the existing workmanship or any resulting faults. For this reason, we are unable to progress this claim under your current plan.
Although this matter falls outside the scope of cover, you have the following options:
Out-of-plan attendance: We can arrange for a PlusHeat engineer to attend at a fixed charge of £79. Any further labour or parts required would be chargeable if the issue is found to be outside the remit of your plan.
Revert to the original contractor: You may wish to contact the engineer or company who previously carried out the work, particularly if their workmanship is under guarantee.
Independent specialist: You may choose to appoint an alternative qualified contractor to assess and rectify the issue.
We understand this may not be the outcome you were expecting and appreciate your understanding. We remain committed to supporting you wherever possible.
If you would like to discuss your options or arrange attendance, please contact us:
Kind regards,
PlusHeat Support Team