Our engineer attended the site in regards to a blocked drain, but upon arrival found a slow running toilet on the first floor. Using a CCTV unit, the engineer discovered that the toilet was heavily scaled at the outlet point of the pan and this was reducing the flow significantly and causing blockages.
The findings were shown to the customer and they were advised that the toilet pan required removing in order to resolve the issue. We offered to call in one of our plumbers to do this as the engineer on site deals solely with drainage issues and is not a plumber. The offer of a plumber was declined and the customer said “I will remove the toilet myself.”
In regards to the invoice total, the customer was charged £99.50 +VAT for a Look & See CCTV Survey and for plunging the toilet. The actual charge should have been 2 x £69 +VAT (£138 +VAT) for labour and 1x £99.50 +VAT for CCTV Survey, which would have totaled £237.50 +VAT. Our engineer only charged £99.50 +VAT for the CCTV survey, which revealed the actual defect and cause of the problem, that when resolved, will prevent future issues.
Had the problem been a simple toilet blockage, the blockage would have been cleared within 15 to 20 minutes. However, the blockage was a maintenance issue where scale had built up over a number of years and could not be resolved quickly without removing the toilet.
We are sorry the customer is not satisfied with the service given but we would like point out that when the job was booked we were told the drainage system was blocked, and not that the problem was a slow running toilet on the first floor of a property.
“The service was great. Very polite and friendly and they clearly knew what they were doing. They also took the time to explain what was happening and why certain things were as they were... The report just arrived on my desk!”