Hero Plumbing
Verified502 reviews
Cancelled first appt for quote (fair enough - an emergency with tech). 2nd appt scheduled. Told I'd get a call 30 minutes before appt time. Nothing. I rang them (tech will be there in an hour - way past appt time). Tech rang, I'll be there in around 5 minutes. (Had to leave post office - picking up a package). Techs quoted. Expensive. Techs… Read more
installed. Techs forgot to put in drainage pipe. Another appt made. Office rang 20mins before scheduled appt & cancelled. No talk of reimbursement of any kind for all the inconvenience of leaving work, other apps etc. I should be reimbursemed something for all the stuff around
Such a rip off, they want to charge 398 for a simple diagnosis which was done in 1 minutes and charge 220 for reignite gas heater which is 15 second job. Such a rip off
My experience with Hero Home Service has been incredibly frustrating and disappointing. They are not qualified technicians. I was approached by a salesman to purchase an air conditioning system with the promise that they would install it properly. I paid a significant amount of money for the system, however it has never worked correctly since… Read more
installation. Overall, this experience involved poor workmanship, dishonest service, and unresolved issues despite repeated visits from technicians who attempted to fix the problem. They have also tried to charge additional costs without actually fixing the issue and have refused to take accountability for the ongoing problems. I found this extremely unprofessional and disrespectful. I would strongly advise others to think twice before using this company
Reviews with attachments
Just got my gas heater serviced the morning and the boys are excellent and have been using them for years and will have the service again Show reply
Dont go there – Got told that gas heater was leaking as flames going high. Also plates were blue. Took away the heater 450 bucks. Still the same
Happy customer past and present – Adam was prompt and let me know when he would arrive. Courteous and helpful. Very detailed in his explanation. Show reply
WOW ! – Magnificent service from Jesse. Gave a major service to my gas heater and it works like new. Show reply
In-depth reviews
Buyer beware!! What a horrible and dishonest experience we encountered with Hero Plumbing. Our gas heater required a service. Ali arrived and took the heater to his van to inspect. Ali returned and advised that The thermal couple needed to be replaced, it was also be cleaned of any dust built up. The quote for that was $424.00 plus GST. Ali would… Read more
need to take the Heater away back to the factory and return to us within 5 -10 days. Ali checked for gas pressure and any gas leaks on the internal bayonet fitting and advised it was leaking and required replacement at $595.00 He also advised that the gas pressure was too high, requiring a new regulator at a cost of $750.00. He advised us that it was leaking alot and he should be shutting the gas off. My husband then mentioned our hotwater system, Ali examined the hotwater system and advised that it would need replacing. With all charges above plus fit and install new water tank he quoted $6600. We had already paid $190 for the call out. This amount came as a shock!! We advised Ali that once he has repaired the heater we can discuss the other items. We then contacted our plumber and asked him to come out and please inspect the gas fittings for us as we were very concerned. Our plumber uses the same gas leaking detection device and advised us there was ZERO leakage in the bayonet. Our plumber also advised us and on our behalf contacted Jemena Gas who replaced and fitted the regulator for FREE. Its their infastracture!! Our plumber checked all gas fittings and replaced our water system for $3600. Today our heater was returned with an invoice of $1000 (quote was $424.00). We were advised by Ali that if there was an issue, someone would contact us to discuss issue with heater and cost. We didn't receive a call, text or email. When we questioned the invoice we could see that the Ali had said he changed the Bayonet, The 3 metre hose and all this came to $1000. the bayonet was not changed and the original hose came back with the heater. We asked to speak to the manager/owner and we spoke to Sam who was very professional and listened to our concerns, he was willing to resolve the issue immediately. We paid what we were quoted. What concerned us the most was the charge for the regulator. Very dishonest!! Please make sure you receive everything in writing regarding quotes and always get a second opinion. Thank goodness for our honest plumber. no stars for this company.
Customer Service, Integrity and word of honour (Update August, 2024) – Today, the 22nd of August 2024 I modified my initial review to provide an update on the reimbursement issue I mentioned and why I changed the star rating from 1star to 5 stars. I wrote my initial review with a 1-star rating last Monday, August 19, 2024. After it was posted, a lady named Sarah from Hero Plumbing called. She was genuinely… Read more · 1
apologetic about the reimbursement screw-up and made the appropriate refund as she promised. I understand that because of our busyness, we sometimes make mistakes. For a customer, 1-star ratings are also important and need to be recognised and addressed, just like all the 5 stars are being recognised and responded to. A customer writes reviews whether it be 1 star or 5 stars for a reason. It is a way customers share their views and experiences with the services you provide. This in turn can be used by the company to identify where the shortcoming is and why some customers’ expectations are not being met. As a customer who likes to deal with good companies, I read all the reviews to give me a fair assessment in addition to your business profiles to help me identify if it’s a genuine business. Furthermore, life is tough financially right now for many of your customers and we are all careful about where we drop our money.
Don’t be afraid of the 1-star reviews. WHY? Because they are one of the opportunities a company need to improve and grow the business. It is an opportunity to convert a complaint into praise.
Because of Sarah’s genuine approach to making amends and the courage it took her to call despite knowing how disgruntled we are, this requires acknowledgement too.
Nathan did an excellent job with our gas heater. His skill as a plumber and confident demeanour won us over. He is also well-mannered and gave us good tips about carbon monoxide, how we can keep the gas heater clean and safe. We have met a fair few numbers of tradies and Nathan is one of the good blokes that we can see have a good future no matter what career he chooses for himself.
Because of this positive change, we appreciate the effort you took to address our complaint, and you proved that your company could provide the best possible service.
YOU DID NOT LOSE US AS A CUSTOMER, YOU GAINED US.
1st Review August 19, 2024
We booked an appointment with your company for gas heater service, and it was scheduled for 17/07/2024. [Name Removed] arrived on time and addressed the issue of the gas leak by cleaning the gas heater and replacing the old gas bayonet which was the cause of the gas leak. We are impressed with [Name Removed]’s professionalism and manners. He is also very helpful and provides some tips on how to maintain other heaters we have around the house. Likewise, he is skilled in his chosen career. However, when we checked our invoice, we were charged incorrectly. It is written in the invoice that the amount is $440.00 but we were charged $454.50. We called the office the same day to sort and correct it, and we spoke to someone in the office and were told that she would call back on the same day to sort it out, but no one called on the same day. The next day, someone contacted us and advised us that they would reimburse the overcharged amount within two weeks. It is now August 19, 2024 and no reimbursement. WHY IS IT A BIG DEAL WHEN THE AMOUNT BEING REIMBURSED IS JUST A TINY AMOUNT OF $14.50? AND WHY DID WE GIVE THE REVIEW A 1 STAR? If this review is just about the performance and attitude of [Name Removed], we will give him 5 STARS because he deserves it. But your customer service is another. WE cannot separate the score as both are from the same company. We are not after the $14.50 but as a customer, we still believe in the old and traditional values of integrity and word of honour. If you said you would call on the same day and reimburse in 2 weeks. You will do exactly that, and WE expect it! As customers who genuinely value integrity, this is important in any business we deal with. Hence, the ONE star.
Professional installation of air-con – I recently had 2 air-con installed in my sitting room and bedroom respectively. The team (of 3) who installed my sitting room one was professional and quick to finish the job. I finally had a nice cool place to enjoy my TV and meals. Because of the good experience, I decided to install another one in my bedroom a month later. However, this… Read more · 1
time they only sent one technician to do the job which is itself way more complicated than the first one because of the wall structure. So eventually they had to reschedule it to another day to finish the job. My experience with the rescheduling was not good because the time was changed again to a later time of the day and the technicians could not even come on that day because they were caught up in another job! So it was rescheduled to another day. This time 3 other technicians came. The leader, Sam, explained to me every step they would do so I was less stressed. Finally the aircon was successfully installed. Even though I was not so happy with the rescheduling, I would say the office ladies, Elena and Sarah were both very professional. They tried their best to ease my concern each time I called. Overall speaking, I'm happy with the work of Hero Plumbing. Thank you guys.
Positive reviews
The best. Give Hero a call you won't be dissapointed. I had a blowout on my old cyclinder water heater, water went everywhere, a disaster. Messaged Hero at 7pm. Very next day, nice and early, the boys installed a brand new 400lt Reece. Hero did a fantastic job, very professional and courteous to my and my neighbour's property. Show reply
I could not promote Hero Home Services enough. My heater is 16 years old and even though in good condition was putting out a bad gas odour. Izayah from Hero came and was amazing. Worked out straight away informing me that the gas tube should be replaced every 5 years, obviously causing the issue as it had never been. He fitted a new one and… Read more · 1
cleaned the housing out. Now I have a heater that is working as good as it was when purchased. The company's customer service was amazing too, with the girls on reception being very caring and polite. Then there is Izayah a young man of good ethics, presentation and very informative plus a very respectable when working for an aged pension. Oh, that's an extra bonus too Hero Home Services give pensioner discounts. An extremely professional company. Bravo!!!! Thank you. :)
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Great service – Andrew was super friendly and helped us out on a very hot day to get our AC fixed. He was thorough and ensured everything was up and running, that each zone was getting cool air as well. I highly recommend their services! Show reply
Negative reviews
Paid call out fee $39 or so, then wouldn't assess anything without more cash. Paid another $250 to be told my hot water system was no good. Quote received was close to $3000 when the unit is only $900 to buy. Called another plumber, they bought the unit, replaced and tested all for $1300 plus the nearly $300 i paid to these guys just to come and waste my time, buyer beware. Show details
A young man arrived to service our gas heater, took 5 minutes and charged $188.Tried to pressure me into buying a new gas heater . Dodgy and unprofessional. Be wary!
I just had Hero plumbing change a Mixer Tap in the kitchen. Seems a prioritized computer platform as they came up instantly on a computer search. They fitted a $83 base kitchen mixer from Reece for $850. Expensive, I'll shop around next time! The prompt response and quality of service was good.
Recent reviews
Caringbah gas heater service – I had the pleasure of having Nathan service two of my units, a Rinnai and Paloma. He was incredibly knowledgeable and thorough, not only servicing the units but also providing a lot of helpful information on how to maintain them going forward. Additionally he shared useful insights about air conditioning, which I really appreciated. Nathan was… Read more · 1
profession, friendly and took the time to ensure I understood everything. A big thank you to the company for sending such a skilled technician. Highly recommend their services!
Gas heater service – This was an excellent service! The process was quick and hassle free, and the technician's expertise and friendly demeanour made the experience even better. Everything was handled efficiently, and I’ll absolutely choose this service again in the future. Great job! Show reply
Wonderful service! – Excellent service from technicians and friendly office staff. Andrew and Eren really know their stuff. Installation was completed by Eren and Noor who are polite and super helpful! Show reply
Great service – Great service and value for money ! Nathan was very professional and fixed my gas heater and completed a through service on my gas hot water which both were well overdue! Highly recommend!! Show reply
Friendly and professional – Came to fix my gas heater Nathan was friendly and professional and willing to help with all my questions I will definitely call for future services! Thank you! Show reply
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Hero Homes 10/10 – My Experience with Hero Home was awesome. Jesse the Technician who came out to our ho e was Polite and really attentive to what i needed help with. Thankyou so much Jesse, i will definitely be rebooking through Hero Homes in the future. Show reply
Hero Plumbing Review – Hero Plumbing has provided outstanding service and displayed great professionalism. Nathan made every effort to explain and clarify any issues that arose. Hero Plumbing has provided us with permanent solutions to our plumbing problems and have worked in a timely manner. I’ll definitely be contacting them again for future issues. Show reply
Excellent service – Adam was very professional, he provided me with a accurate solution to the situation i have been experiencing with my hot water. Very efficient and done in a timely manner. Highly recommend Show reply
Heater service – Adam was a very professional consultant and helped with our heater service. He was on time, polite and explained the whole process clearly. I would be very happy to recommend him again. Show reply
Excellent service – Adam was very professional and explained our issue to us in lay man terms every step of the way. He was quick and able to fix our problem on the same day. Show reply
Gas heater service – The technician was extremely professional and nice. He was on time and explained the gist of the service to me. Will definitely recommend to family and friends. Show reply
Excellent service – Adam was a friendly young man who went out of his way to try and solve my shower problem. He was courteous and very helpful. I would recommend him to any future customers. Show reply
Heater service – Adam was very impressive, very efficient and finalised work in a timely manner. Adam was very polite and friendly. Thank you will definitely be using again Show reply
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Hi Jamie, Thank you for your feedback, and we're… Read more (+3 replies)