Please read these terms carefully. Any safety service or repair work completed by MRCR Ltd is subject to the below terms.  We may change the terms from time to time and you are advised to review these terms carefully.

1/ All appointments are to be made directly via our office phone lines, if contacting via email you will be advised to call us to make your appointment.  Engineers are unable to make bookings directly with customers.

2/ All our calls when booked are classed as ‘all day’ appointments. The engineer will contact you the evening (after 5pm) before the call with a 2-hour ETA window. If unable to talk directly they may leave a voice mail or a text.

3/ Payment is to be made on completion of work carried out.  We accept all forms of payment except American Express.  

4/ The job sheet at the call acts as a receipt for work carried out (safety service or repair). 

5/ On completion of the job please check you are happy with the work completed; you will then be asked to sign the job sheet to verify. If there is anything you are not happy with, please mention it immediately to the engineer so that he can rectify the issue. 

6/Additionally, if you have had a service or repair from MRCR, you may be asked to sign a reminder to be contacted for your next service, this allows us to directly contact you within the due timeframe.

7/ Any parts purchased from us are covered under a 12 month warranty when fitted by one of our Bertazzoni/Ilve trained and qualified engineers. Parts fitted by any engineer not employed by us will not be covered under warranty. We also do not accept returns of parts we have sold. 

8/ Any complaints of dissatisfaction further on your appliance see MRCR guidance below-

Repair-

The 12-month warranty period covers-

• Further repairs on the original fault
• Any parts installed on the original repair 

Does not cover-

• New faults on the appliance, there will be additional cost of labour and new part. 
• Steam escaping from oven doors where excessive moisture is in food.

Safety Service-

The 12-month warranty period covers-

• All labour 
• Parts installed on the original safety service only.

Does not cover-

• Any new parts fitted in future issues.
• Steam escaping from oven doors where excessive moisture is in food.

GOLD Service

The warranty for labour is extended to 2 years.

The warranty on parts remains for 12 months.

If there is a new fault you will still be charged for parts only.

8/ We generally do not supply warranty on any commercial appliances. Although appliances within rental properties we will provide a 3-month warranty.

9/ Consumable products- Lightbulbs and seals, if needed a replacement after service will be sent in the post for customers to fit with instructions.

10/ A lightbulb has a warranty of 30 days and replacement will be posted.

11/Any glass replacements on oven or hob are chargeable within MRCR warranty. 

12/ If you have any issues with your appliance before we start work it is your responsibility to point them out to engineer.  If you know of any issues when booking the appointment, please mention them to the person you speak with so that they can be noted.

13/Your appliance must be accessible for repair, this adheres to I.E.E regulations, Gas Safe regulations and manufactures regulations which override Gas Safe.
If on arrival your cooker is inaccessible for repair this may be charged as an aborted call, and you will be advised on further actions required.

14/If the fault is a result of incorrect installation, we will advise you to contact your installer to rectify before a repair or safety service can be provided. If you are unaware the fault is due to incorrect installation our team will happily support and give you guidance on the issue however a call out fee will still be charged.

15/ Waiver forms are used at the engineer’s discretion for properties with wooden or delicate flooring, where the units prohibit the working area, or where the engineer thinks there is a justification for the use of a form.

16/The engineers may take photos of your appliances for reference of repair, if you are not happy with this please advise them on the job.

17/ It is essential that our engineers can park close to the property.  If you do not have private parking such as a drive our engineers will happily park on the road. If you live in a permit parking area, we ask that you please supply our engineer with a parking permit.  Our engineer will not, under any circumstance, park illegally or dangerously.  Failure to supply suitable parking will result in our engineer being unable to carry out the work and a call-out charge may be applicable.

18/ If the working environment is not safe or you are rude to our staff they will refuse to carry out the work and leave the property.

19/ If you wish to cancel a job, please advise as soon as possible by calling- 0121 2854655. If you haven’t made us aware and the engineer turns up to your home, you will still be charged a call out fee.