Hi all,
When we returned to Spain from Portugal, our water heater broke and as we had planned to leave again at the beginning of September, we decided to leave it like that and shower with cold water. It is what we do normally in summer, whether or not there is a heater. Unfortunately, the stay in Spain took longer than expected and since we were going to spend the whole of October, we had to buy the heater.
We made the purchase in the Leroy Merlin online store and paid the installation.
The day it was time to install, the technician called us to say that he couldn’t’ make it and that it would be for the next day. He arrived late and took more than 3 hours to put the heater on. In addition, he had to go out 3 or 4 times to find tools that were missing. On top of this, he made the holes wrong because he didn’t even know how to measure.
The man was not even remotely capable of doing the installation by himself and Diego had to help him all the time. In fact, as he had no strength, the old heater almost fell on top of him and as he went sideways, he scraped the kitchen cabinet.
Luckily Diego was there, and stopped him in the middle of the fall, because otherwise he would have destroyed half the kitchen.
The man took photos of the scratches he had caused on the furniture and said that his insurance company would call us.
A week later, seeing that nobody called us, we opened an incident with Leroy Merlin and sent photos of the damage.
A woman from the incident department calls to say that the company does not take over in the first place because the plumber said that he had not caused any damage and, secondly, because that seemed like a small thing to her. We were fighting for more than an hour and in the end, the woman said that she closed the incident with the “non-compliant” and said goodbye.
We were shocked.
From there I began to complain on all social networks: LinkedIn, Instagram, Facebook, Twitter, YouTube and to send many emails daily. In addition, we reported them to the consumer office and to the tax authorities because at that point, they had not yet sent us the invoice.
We went to the police to see if we could report them there as well and what they did was send us to the consumer’s office. They did not feel like working.
The funny thing is that one of the policemen told us that his car had been badly painted and that he had nothing to do either and that it was better to leave things like that. As always, the Spaniards with their mediocrity ahead; not even the policemen can demand their rights.
I must emphasize that the scratches made by the technician were insignificant and could be easily fixed. What bothers me is that they want to fool clients; first the technician and then those of Leroy Merlin.
Three days after doing my complaint campaign on the social networks, Diego was called by someone from Leroy Merlin who agreed with him and proposed various solutions.
In the end, we chose the total reimbursement because it was the fastest and because we were not going to be at the house for the expert to come to see the damage.
But do not believe that the story ended there, we still had to send emails for another week to be able to receive the invoice and the money.