Outstanding customer service
Customers are charged by the job, not the hour
Reviewer Photos & Videos
- Verified customer
Our water heater service broke down and needed a replacement urgently. With no previous experience and sort of desperate, we accepted the quoted price without doing any research.
Ater the new system was installed, we found out from the web that a few places actually offer the same product and service for $1000+ less than what we have paid.
WE FEEL CHEATED!
Worst Company I have ever dealt with
Booked for Wednesday job. I waited all day. Plumber got held up and couldn’t come. I made another booking two days later. Waited all day. Made two phone calls to the company who checked where he was. Still didn’t turn up at specified time. I cancelled the job then. For a company that advertises $100 to the client if they don’t turn up on time I reckon they will go broke.
Will never use again
I have used Plumbfirst several times but will never use them again. I needed a hot water system replaced and I was given two options and I went with the more expensive which was a complete replacement of the old with a Rheem metro 26. I was quoted $3,129.00, which I must admit was more than I was expecting but it has been a long time since I have needed one. When I got home and the job was done the total was $3,441.90, they had conveniently quoted excluding GST. I wish I had of got other quotes and done some homework before going ahead with the...job because the unit itself only costs $900.00 so I paid over $2,200 for the installation and removal of the old. That is ridiculous!! I won't be making the same mistake in the future regarding other work or services I need and I won't be getting ripped off by Plumbfirst again because they won't get the opportunity.
Overpriced with upselling tactics
A simple job request: move the dishwasher inlet from hot to cold tap (previous owners had it installed incorrectly). This seems pretty straightforward. The Plumbfirst plumbers (two of them) came out to look at the job. Suddenly I'm being told that unless I have a boundary regulator installed they can't warranty the job. Pricing for the job is over $1000. A bit of talk about insurance and building standards and plumbing regulations but when you check what the VBA has to say actually what I was told was untrue (that work under $500 can't be warranted and that without a regulator there would be no warranty). Basically, crooks looking to exploit the customer. Avoid or you'll pay too much
Expensive and dodgy
Extremely disappointed with the level of service and the aggressive behaviour of their accounts/management team when trying to understand an invoice. Company charged an $89 call out fee when we were told on booking that the call out fee would be waived should we progress with the works on the day. Cost of the works undertaken was in the hundreds when minimal to next to no work was actually done. I would not recommend anyone use any of their services. Avoid at all costs!!!!
I had an Emergency and the plumber confirm they would turn up. No show. Then I called and I was told he is not available for today. Never use this service again.
- Verified customer
I wanted a quote for a gas fitter to install a new stove.
A fellow from PlumbFirst came out at 1pm Friday, January 21st, and gave a quote that I thought was a bit high, $581 + GST, but I wanted the job done, and so I said Ok.
He then went to the gas meter and came back to tell me that there was a leak in my 24 year old hot water service, too old to be worth fixing, and the cheapest replacement that they sold, a 7 year warranty unit, would be $2083 + GST. He could not do the job that day, but he was legally obliged to leave the gas disconnecte...
- Verified customer
I had a leak in my garage and called plumbfirst for help. They sent me a technician who couldn't find any problem on the first day. He quoted me an amount of 1100$ for leak detection for himself and another technician to attend the property and I happily paid 500$ advance. Subsequently, 2 technicians attended my property and gave me a quote of $7683 suggesting that the leak is from storm water pipe.
I was not convinced and contacted another local plumber from local community who came and identified the leak was not actually from the storm pipe...
Overcharge and trying to sell you so many other services, can’t trust this company
The first time I called for a leaking pipe, the guy came here said he need to charge 1k to book the team to get the equipment to investigate it. After he looked my house, and started talking about my air conditioner needs to refill gas regularly for $499, and how necessary for getting check my hot water system for $3XX.... I feel like I let a rob in trying to take money from everything .
This company Spends too much for marketing and taking customers money from membership, I don’t blame the person who came in, I don’t know how much commission he gonna take from that.
Don’t Trust them
Don’t trust these guys. They will give you a quote which will not be afford and end up in charging $50 call out fee without doing any work. Will charge $50 rather than $49.
Avoid at all costs
Invoiced $394 to use some sort of jet machinery to unblock our drain. Didn’t manage to unblock it so gave us a quote of nearly $7000 to lay new pipes. Pressured us into paying on the day and told us that it was URGENT. Was skeptical so got another plumber out the following day... $150 and the pipes were unblocked. Rang Plumbfirst to explain, and ask to just be charged the $49 call out fee, but ended up having to pay $244. Absolutely disgusted - never use them or trust them
- Verified customer
Be very careful - high pressure sales tactics and exorbitant prices
Well they say service comes at a price and these guys suggest they will give you a premium service - but in our case it came at a premium price. [name removed] was great on the phone and in person, but became very pushy during the sale process for a new urgent hot water system. They quoted after negotiation $2600 for a Rheem Stellar 330 fully installed with all valves replaced. Subsequent quotes ranged from $1549 to $1700 fully installed with a thermostat valve. All parties could do it next day. The hot water services sell for about about $1100...retail. During a follow up call [name removed] became very aggressive and made a number threats about cancellation charges of 10% of the invoice price. A quick check with my lawyer and review of the Consumer affairs website suggests their contract may not be in order. I was not supplied a copy of the terms and conditions nor were any details of a cancellation fee explained to me. This company operates under several brands - just be careful as their premium service in my case meant prices that were $1000 over the normal price for the same product. So I found a local plumber, we are installing a better Aquamax unit for $1800. Prices are Geelong Dec 2020.
Tried to organise a rough quote for a simple bbq connection to natural gas line and could not give me an indication of price over the phone despite it being quite a simple brief, and if someone came out to provide an exact quote I would be liable for a call out fee - Really disappointed with the service received.
Out of touch and as blocked as our pipes!
As far a business goes I am beyond disappointed. The Tech arrived and quoted well about rates to fix a blocked pipe. - he said it would take 4 men 4 days to dig, or he could hire a digger. There was non-way a digger was going to fit down the side of the house, I measured, so unless we then removed the heater, and hot water service from the side of the house (More time waiting) repairs would be a while. As we were in a hurry due to the type of pipe it was blocking, we said we would dig the hole first to speed the repairs along. The tech agre...ed and said he would be back at 7 am the next day to do the work. He sent a snarky text that night to see how we were going with the "hole" digging, BTW, it was done (and it took 2 men and one WOMAN to do, in 3 hours) he was sent a text back telling him that it was completed. No response - Did not turn up. I guess he also means tomorrow, like next week tomorrow? Then we called the office whom, instructed by management, advised us we must deal with the tech if we had an issue. Great customer service (Yes I am being sarcastic). Their motto should read "If you have an issue with our staff, we won't deal with it, it is on them", sensational leadership BTW. Then a review was written. The customer service called and asked us to take it down! In fact, said that it was not their fault the plumber had acted in this way. Wait, what? You are not responsible for the contracts that you hire under your banner? Learn a little about business ethics please, at this stage you seem to be lacking. So do not believe the FB reviews or any others at 4.5 starts. Your website claims fast on-time service, 5 stars, "friendly plumbers". All of these are false statements and as it contravenes the business code of conduct, should be taken down immediately due to false advertising.
I booked in some plumbing work and took an annual leave day off work for nothing because no one showed up.
We hired another plumber who did the job for one quarter of the cost plumbfirst quoted us.
Wasted my time and annual leave but thankfully saved a thousand dollars.
Beware - Unethical behaviour. Get a 2nd Quote
My 85 year old mother had a water leak, and they panicked (conned) her into paying a $3,000 on the spot deposit and signing up for a $10,000 job. I fixed the leak in less than two hours, and subsequent estimates to complete the job have been less than $1000. It took them less than 3 hours to transact the $3000 deposit, yet it's 2 weeks later and she is still waiting for her refund. She said they were very friendly and nice - I had to remind her that all conmen are...
blocked rainwater drain
I called the 1300 number of Plumb First and was told, that a plumber will come out, assess the reason for the blockage and give us a quote for the repair, at which point in time we can decide whether we want to go ahead or not. If we were to decide against it, we would only pay $49.00.
The plumber was a few hours late, asked us to agree to his hourly charge before he got started to investigate the reasons for the blockage and how to fix it. He fixed it within an hour and we were charged $677.60.
Against the promise on their website, we didn't get to make a decision after an assessment of the cause.
Our local plumber, with the same equipment, would have charged us $375.00.
Horrible, unprofessional and pray on vulnerable
Request urgent help with blocked storm water drain. Sent plumber who only want $500 for use a machine. Did not know where even pipe came from or go to. Nor was interested. Horrible service and really unprofessional. Be very careful to use these company.
Worst experience from any trade I have ever engaged.
Not sure where to start probably the worst trade experience I've ever had. Had a boundary trap replacement done at the rear of my property, 11k job. They said the job was done after one day but they filled the 3m deep hole with clay which stunk of sewer. They apologised came back and started again (re-dug it out). At the end of the week (Friday) the machine operator was drinking beer while backfilling. The machine was left in my yard all week and a VB stubbie was left in the drink holder, Kids were asking why they drink and work! Told Plumbfirs...t they asked me to send photos which I did - absolutely no follow up. They are a joke. The owner then argued with me and got angry saying 'you are saying I was drinking on-site?'. I said 'no, your operator was, but it's your business mate, you're responsible'. Steer clear, or at least seek 3 quotes. That's all I'll say.
Get a second opinion!!!!
Called Plumbfirst when ducted heating stopped working on 1/8. Their service guy told me the gas regulator was seized and the heater was damaged and pumping carbon monoxide into my home. Said heater could not be repaired and needed to be replaced. Quoted $3300 for a replacement unit. Called another company for a second opinion. Heater fixed for $338. Replaced a couple of minor parts and tested for carbon monoxide - test result 0 emission. It's a very sad world when companies try to take people's hard earned money for no reason. Especially at the moment when everyone is doing it tough. Would never recommend this company.
Questions & Answers
Need quote to replace Vulcan 250 ltr elec storage tank with same model, incl all fittings, Labor, gntees a certificates
Call Plumbfirst old mate.
Derm, we can attend site for an obligation free quote if this suits? please call our office on 1800 050607 to book in
Do your Company charge to come out to quote a hot water system replacement?
I would like to know why my mum was excessively quoted $3211 for a 135lt hot water system with install. She was pushed and pressured into paying a $500 deposit and put on a payment plan. Obviously naive, she was taken advantage of.
We got another quote the same day elsewhere for $1400.
So we cancelled your job that same day ..
Why on earth is she not getting her $500 deposit back!? Or at least why is there not a resonable refund to compensate for the call out.
All the tech done was turn off the gas, took our valve and took my for a ride with a sales pitch.
Spent most of his time convincing her to take the deal. Quote number 129298 BY Leigh Tomlinton
I hope you got a refund for your mum. They took advantage of her. Terrible.
We've just had the same problem with a toilet leak. Guy came out and said we def. needed a new toilet for $1,400.
Husband agreed as we were desperate however called around for quotes. We cancelled plumbfirst same day, within 2hrs actially. Got toilet fixed for under $300. Still waiting on our dep refund which they don't want to provide claiming that cost is a diagnostic fee.. funny, when they were wrong. It's a rort. Never use these guys unless they quote cheaper than others. Shop around. They'll never get a cent from us again and I'll ensure all of our friends and family don't use them either...
Sam, thank you for your honest opinion. We aim to please, granted we are not the cheapest company in Australia we warrant and guarantee all our works, unlike a lot of cheaper trades.
The Plumbfirst team.
- PlumbFirst is comprised of a large team of licensed plumbers
- Based in Melbourne, these services are only available in Victoria
- Offers a range of services including: Gas fitting, pipes and leaks, toilet plumbing, showers and baths, taps and sinks
- Available 24 hours a day, 7 days a week in case of emergencies
- Customers are charged for the job, not by the hour – so if the job ends up taking longer than anticipated there won't be a higher charge
Points of praise:
- Customers were kept informed throughout the process. If there were any changes made, such as the water being turned off, people were informed beforehand so there were no unpleasant surprises.
- The plumbers that PlumbFirst sent out were friendly and hard working. Many reviewers reported being pleased with the person who was sent to fix their plumbing issues.
- The majority of reviewers mentioned that tasks were completed swiftly. The plumbers arrived at their jobs on time, and displayed admirable work ethics.
PlumbFirst has established a reputation for boasting a roster of hardworking and friendly plumbers. Due to its history of providing impressive service, this business has won a 2021 ProductReview Award for the Plumbers Category.
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