AN elderly couple at a Bibra Lake retirement village were preyed on by a plumber who took advantage of their vulnerability to offer an outrageous repair quote, says their son-in-law.
Len Kirby says his in-laws aren’t very mobile these days, so it was a major effort for them to contact a plumber to help repair their broken hot water system. Mr Kirby suspects the company inflates its quotes on the expectation most people won’t bother getting a second opinion, but he reckons that’s a bit rank when you’re dealing with infirm customers.
The plumber quoted the couple $2300, but with a background as a building consultant, Mr Kirby smelled a rat and asked for an itemised quote, which was refused.
Another company got the job done for just $1100.
Although Consumer Protection recommends firms offer itemised quotes, the manager of the gas and plumbing company says if they get asked “we usually prefer to leave that job”.
“We are a big company with bigger overheads. The most important thing for customers is that we offer a free quote with no callout fee,” he said.
“It gets a bit too confusing for customers if you start breaking it down.”
Online reviews show Mr Kirby’s in-laws aren’t the only ones unhappy with the plumber’s service; on one site they’re rated as “terrible” 16 times, while just two people had anything good to say.
“Sally” says she was quoted $3000 to replace her broken hot water system, but a mate popped over and suggested she spend a couple of bucks replacing the pilot light batteries.
“Guess what — I now have hot water,” she said.
Alina Cavanagh from Consumer Protection confirmed tradies are allowed to quote whatever price they like and are not obligated to itemise a quote, saying its really buyer beware.
Ms Cavanagh says Mr Kirby’s complaint had been forwarded to the Building Commission which says it will keep the note on file.
Ms Cavanagh said companies could be charged with “misleading or deceptive conduct” if they give a false impression the value of their service is higher than what’s reasonable.
Mr Kirby says he wants to use his experience to let others with infirm parents know they should keep an eye on them when it comes to hiring in tradies for maintenance.
by TRILOKESH CHANMUGAM
