» » Kumeu Plumbing Ltd - Questionable Billing Practices | #1436

Complaint / review / scam report
Kumeu Plumbing Ltd
Questionable Billing Practices

I am currently in a dispute with Kumeu Plumbing ltd. I called them to look at my water pump when it was not functioning.

The company was told that the water pump was not working and that possibly a new pump would be needed.

They came to my house to assess the problem and at first we agreed that they would try to fix the pump as it appeared to be a small problem. In order to fix the problem the service technician returned to the store to pick up a part that they were not carrying in their mobile service van. After that repair did not work then I agreed to install a new pump. The service technician again returned to the store to pick up a pump for installation. The pump was then installed and I was told that it came with a warranty that was currently offered at 4 years instead of the normal 2 years.

When I received the bill from the plumbing company they had charged me their normal service time rate of $90 per hour including the time that they were offsite picking up parts.

I emailed the company saying that I was surprised that they had charged me for the time to pick up the parts as I would have thought these items would be brought to the site on the initial call out. The company discounted an hour from the bill with the explanation that their charges were accurate as recorded by GPS but because I had purchased a new pump they would allow an hour to be discounted.

I then requested the GPS records because I suspected that they had been offsite for more than an hour picking up parts, and I do not believe that I should have to pay for the time they were offsite. I also asked for information about the warranty on the new pump that I had not yet received.

The accounts person became hostile and refused to give me any information about the warranty, repeatedly telling me that until the bill was paid in full they would not send out any warranty documents and that the new pump installed at my house was still the property of the plumbing company. She did send me some partial GPS records but the time offsite had been removed in the records so it was not a full account of the time that was initially charged to me.

The account person has since told me after I've repeatedly requested information about the warranty that she will not waste anymore of her time communicating with me.
Author: brodri


Offender: Kumeu Plumbing Ltd

Country: New Zealand   Region: Auckland   City: Kumeu
Address: 156 Main Road, Kumeu
Phone: 094129108
Site: kumeuplumbing.co.nz

Category: Shops, Products, Services

2 comments

northandproud 1 May 2017, 4:20 PM
This practise is perfectly normal. Have you not used a plumber before? I am not a plumber but I get their point of view that they can't tell what you have in your house so can't carry all things in their van. You are still relying the skill of the plumber which is what I would be questioning in this regards because they should have known if they could fix or not.
yottie3863 4 May 2017, 6:55 PM
I would say you have more than a pump problem, you have an unrealistic view of what service companies are about. When you say we agreed to try a repair what the truth is you probably whined about the cost of a pump and against the better judgement of the service tech tried a repair. Where the company went wrong was when the tech returned for parts he should have brought a replacement pump back with him as well. Sounds like the company did the right thing by reducing the time charged.
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