In 2014 I agreed to rent a “smart” thermostat – to remotely control the central heating – from a German firm called Tado. I was encouraged to rent in order “to try the service before buying”.
Two years later, I sold the house, but when I tried to transfer the contract to the new homeowners, Tado insisted this was not possible, and that the only option was to either return the hardware (not possible) or buy it outright for the original price. Tado sent debt collectors, so I reluctantly paid the back rent for 2016-17. The company insists the only way I can end this is to buy it.
ML, Surbiton
Dealing with Tado over this case has been unnecessarily hard work. The company kept arguing it was perfectly within its rights to continue to charge you on its open-ended contract – apparently in perpetuity.
Only when we pointed out that you had more than paid for the £200 system over the past four years did it finally agree to write off your “debt”.
Anyone else renting a Tado system needs to remove it and send it back before they move house. The reviews of the actual system are good. The reviews of the firm’s customer service are the opposite. Tado says it no longer offers the rental option, and that it is “committed to continually improving and evolving the customer experience”.
Closely examine the terms and conditions so you know what you are signing up to.
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