I arranged for a company that services, repairs and installs domestic appliances to visit my property as the extractor hood above the cooker was not working. The company told me - over the phone - that there was a £45 callout and that if they could not fix the issue there would be no further charges. Their website makes it clear that the £45 call out fee involves full diagnostic testing to identify the nature of the fault.
An engineer called and I received a report to say they had tested the hood and found that it was working okay when connected to another electrical supply point. The engineer left the hood disconnected from the supply and therefore still not operational. The fault was therefore an electrical supply one which they could not fix as they are appliance engineers and not electricians. I asked - by phone - if I would only be charged the £45 callout and the call handler was unsure.
I then received an invoice for £69.
My issue is that they did not repair the product, but simply diagnosed that the fault was an electrical one. The work they did was therefore purely diagnostic and I should only be charged £45. Their customer service manager disputes this and is admanant I need to pay £69 because that's the invoice their system has generated. I said I would pay the £45 and he simply said that that would be unacceptable.
Any advice or suggestions please?