Failed on every level of service…
Failed on every level of service possible.
We Called Flames to supply and fit our stove, they sent a Mr J Jowett (Total Heat Solutions). Flames state on their website that they are “in house fitters”, but the owner Mr Blakeston corrected this in his email, saying they are SUB-CONTRACTORS.
This was also used by the owner later, to distance himself from my complaint and attempt at a refund via section 75, this is where he blamed all failures on fitting, for which I paid cash, including wrong cowl which they supplied.
1st visit, JJ agreed that we could have the fire we wanted.
2nd visit JJ opened up the fireplace depth, height and width to receive the fire, fitted the liner and cowl
3rd visit to fit the fire, test, commission and certificate
Mr Jowett at no time wore hirs HETAS ID nor stated he was HETAS trained, nor did he give any business card, to show that he was a sub-contractor.
When quoted we were told that we had to pay Mr Jowett on the day CASH IN HAND.
On the day of fitting the fire Mr Jowett was at my address for less that 50 mins to install and
test the fire, this time included unloading and loading the fire.
When he had finished I walked in to see him messing around with the bottom R/H side of the casing, of which he ceased and stood up to say its finished, I paid and they left.
So here is what happened:
1 - Mr Jowett had not fitted a Carbon monoxide sensor which is required by LAW and stated that we can not have a fire today, DUE TO THE SELANT NEEDING TIME TO SET, but we can have one tomorrow. Again illegal to leave without a sensor and to advise we can have a fire without one, ALSO THE SEALANT IS HEAT CURED.
2 - Mr Jowett was applying sealant to the R/H side of the fire because it wasn’t fitted correctly and sat proud, later when questioned he lied and said the wall was 15mm out and that I knew, going back to visit 2 he had made the aperture himself, I had mention the exterior side being 10mm out but this wall is recessed internally and does not impede fitting.
3 - Mr Jowett stated on leaving that he will apply for certification to be sent as it was all done and ready. So no test was done (supported by Arada email, stove manufacture) this is also a HETAS requirement to gain certification, no test or test papers left again HETAS requirement and no NOTICE PLATE left, required by building regulations.
SO MR JOWETT WAS GOING TO FALSIFY A DOCUMENT TO OBTAIN CERTIFICATION.
So when all this was brought to the owners attention, he responded by saying he would return to rectify, I refused, why would I want him back, I had to tell him what he failed to do, they then offered a friend of the fitter 🤣🤣🤣.
I agreed that Mr Blakeston could visit, but stated he had said in his email “he didn’t want to keep going over it”.
At this point I had paid all the money to flames apart from £590, the amount paid to fit it, as standards not met.
I requested the time to find a HETAS trained fitter, Mr Blakeston then advised me that if the outstanding money was not paid, as this was for the materials, he would take legal action. I requested that the £590 (fitting cost) be put into ESCROW to protect me, he then refused to move forward, I paid in protest. I told Mr Blakeston I was aware of the legal process and have been successful, mediation is required, but he refused to discuss further, we paid in full within 2 weeks of fitting and it took 4 more weeks to get a professional fitter to attend.
I then got a professional company in to fit the fire correctly and fit a sensor, test, commission and certificate and supply the notice plate at an extra cost of £680, they then found to commission and certificate to meet all the required parameters, they had to change the COWL. Flames had fitted the wrong cowl, as the down draught not only affected the flue draw, but actually put the fire out and blew smoke into the room, due to the excessive down draught. We had questioned this with Flames as next door had an H cowl fitted, Flames said it was OK.
To add, next door told us they had to have the cowl changed as their fire went out, I’LL GIVE YOU ONE GUESS WHO THEY TOLD US FITTED THEIR FIRE.
We found out also that not only had flames supplied the wrong cowl but OVERCHARGED US FOR THE LINER, AS WE ONLY NEEDED 6 MTRS NOT THE 10 THEY ALLEGEDLY SUPPLIED, AS WE DIDN’T SEE THE WASTE.
We have no receipt, no apology, no refund for failing own statement, overcharging or services not provided but paid for.
Their statement was “when materials and fitting paid in full, the certificate will be supplied”, so how can they supply with no test, hence me not wanting to pay.
The also breach DP, by passing on my details to a third party without my permission.
We brought a complaint to HETAS about Flames as to a statement on their website (now removed), and about JJ. Also reported to Trading standards and local authority, plus HMRC concerning JJ.
I would avoid at any and all costs.
6 November 2023
Unprompted review
