Thanks for your feedback. Great to hear you’re happy with the stove installation and the service we’ve provided. It’s also great news that you’ve found a good home for your old stove.
I apologise for the misunderstanding regarding the disposal of your old stove. At the time of
the site visit and quote, our understanding was that you’d be disposing of the old stove yourself, consequently this was left off the quote.
When your wife asked for a refund for disposing of the old stove I therefore explained that it wasn’t included in the quote.
When we are upgrading stoves it is usual to remove the old stove and have it disposed of. We itemise this on our quotes separately. Our waste disposal contractor will then send a two man team to site. We would have our installation team already on site which also consists of two men. This allows us to lift the stove onto the back of their vehicle which is over a metre above road level. Most stoves of the 7kw range weigh over 100kg. We charge £50 for this service which on average covers the increased charge from our waste disposal contractor.
The £100 quoted for waste disposal covers all waste associated to the install excluding the old stove. We are charged for the collection and then by weight. There was quite a lot to get rid of for your install as we had to remove your old liner and the loose insulation material around it along with the pallets and packaging materials for the new stove and kit.
As a gesture of goodwill I would like to offer you a sweep and inspection free of charge in 12 months time.
I hope this clarifies the matter but if you need to discuss anything further please do not hesitate to contact me.
Best Wishes
Nigel Meyers
Technical Director
