Franke

My geyser burst the morning of 26 December 2018. We phoned SA Homeloans and no problem they phoned the service provider to come and look at our geyser.

On the 26th Bakgat plumbers advises that the geyser is still under warranty and a job card now needs to be given to them from Franke (the geyser manufacturer) before they can install a new one.

On the morning of the 27th we phoned Bakgat plumbers again as our geyser still had not been replaced. My husband phoned SA Homeloans and requested they speak to the service provider still no new geyser was installed.

On the afternoon of the 28th still no geyser installed and no communication from either Bakgat or SA Homeloans.

I contacted Bakgat plumbing as it has now been two days with out warm water and the reply was that they have submitted the claim to Franke and no one at Franke (geyser manufacturer) is answering the phone or returning emails and I will have to endure a weekend with out warm water by my house. As there is nothing that Bakgat plumbers can do.

I contacted SA Homeloans and the SA Homeloans consultant advised she will speak to the consultant who is handling our claim. I told her that we are extremely unhappy and it is unacceptable from Bakgat plumbers to handle this situation like this. This consultant agreed and I also requested that a new service provider be given to us if Bakgat can not supply is with a service.

I contacted SA Homeloans an hour later as I still had no feedback and no plumber has been to my home. I was transferred to the consultant working with our claim and he advised and unfortunately agreed that we will be sitting with out warm water until Franke (geyser manufacturer`s) warehouse opens.

I find this unacceptable that my home will be with out warm water for at a minimum of 5 days if not more due to a manufacturer being closed (Franke) a service provider (Bakgat plumbers) unwilling to help in anyway and apparently have no geysers on site to replace the claims that they are contracted to do and my home Insurance (SA Homeloans) who is also unwilling to provide a service that they get paid for each month or even to find a new service provider to use because the one contracted to can not provide a service in an emergency or any other situation apparently.

Undoubtedly I am disgusted and can not believe that due to and between three different companies my children will continue to have no warm water for who knows what period of time.