£144 per hour for non emergency plumber

[mangos]

Is this the norm now or wondering if they are trying it on.

Just been asked to pay 1.5 hours at £144 per hour for a non emergency call out where the guy turned up with his son and didn’t actually do anything as they didn’t have the equipment needed.

The company have tried to take the money from my card and just text me to say it didn’t go through and asked me to call up to pay it.

They were a recommended company which I haven’t used before.

Edited by mangos on Wednesday 6th June 11:41

[mangos]

He was hired to do leak detection and quote for a new boiler.

He turned up and used a moisture meter on my walls and told me I had damp issues.

I explained my thoughts that the leak was coming from a bend in the central heating pipe work above and he told me it wasnt.

He didn’t test it or check it, just used a moisture meter and recommended a damp specialist he knew.

I expected him to have a sound detector.

This all took about 10 minutes. He then spent the next hour and a half going around whispering to his son about capillary action and quoting for new boiler.

Quote came through next day at £3200+vat for an ideantical replacement of a combi.

I’ve already paid the call out fee as they wanted that up front so they’ve had £45 off me which is fair for the 10 minutes of learning he had no idea.

[mangos]

I did and was told his hourly rate was £145 🤔

[mangos]

I did and was told his hourly rate was £145 🤔

[mangos]

I’m in Hertfordshire.
Not Pimlico plumbers but independent company.

Can’t see how they stay in business with quotes or hourly rates like it.

I’ve spoken to a few retired plumbers who suggest a max of £80 per hour for emergency call out (which this wasn’t) so no idea how they can charge near double that

[mangos]

No word of it.

I either made an assumption that the £45 initial payment taken was based on an hour or they told me that.


I’m feeling pretty stupid and like I’ve been taken for a mug.

I thought I was wise to this but was too trusting

[mangos]

Berkshire bred said:

As a bespoke joiner this really winds me up. My job is a lot more varied and arguably needs more skill/understanding than plumbing yet top rate for joinery is 35-40 an hour ish. How the fk can they even consider that sort of pricing?

As an aside most plumbers i know off i am convinced are chimps in disguise based on there intelligence and hygiene habits. Yet they still feel they are gods gift to the world!

Same annoyance here.
I work in high end bespoke joinery and my other half is a furniture maker and whilst we manage financially there are some that are taking the Michael somewhat and living very flash lifestyles because of it.
I didn’t want to get into how the guy came across but it matches up with your sentiments entirely

[mangos]

Slagathore said:

mangos said:

He was hired to do leak detection and quote for a new boiler.

He turned up and used a moisture meter on my walls and told me I had damp issues.

I explained my thoughts that the leak was coming from a bend in the central heating pipe work above and he told me it wasnt.

He didn’t test it or check it, just used a moisture meter and recommended a damp specialist he knew.

I expected him to have a sound detector.

This all took about 10 minutes. He then spent the next hour and a half going around whispering to his son about capillary action and quoting for new boiler.

Quote came through next day at £3200+vat for an ideantical replacement of a combi.

I’ve already paid the call out fee as they wanted that up front so they’ve had £45 off me which is fair for the 10 minutes of learning he had no idea.

If the boiler isn't losing pressure, then it's most likely not a central heating pipe, so he might be correct on that diagnosis.

The pricing is somewhat ambitious, though. Especially if he's charging for the time he spent quoting. I don't know anyone who charges for quotes!

I told him that I was re pressurising my boiler every week or so and so its losing pressure somewhere.

[mangos]

Update - the company have tried to take the balance from my credit card without my authorisation.

I emailed the company and explained the points as to why I’m not happy and are querying their invoice.

I received an angry email back this morning ignoring my email and with another invoice with an £80+vat late payment fee added and said that another one would be added if I didn’t pay in 7 days.

I am abroad with limited internet access so can’t make payment anyway.

I’m not too sure what to do next but feeling quite angry and ripped off.

[mangos]

dickymint said:

Looks like they’re trying the “fear game”. I’m guessing they will lump on another late payment “fine” then end up selling your debt on to a recovery agency. Then the real bullying will start!!

You need to speak to Citizens Advice/Trading Standards or a Solicitor asap.

My thoughts too. I was a young female with a young baby who I was trying to keep calm and i think they expect me just to be too scared not to pay it.

I hadn’t thought of trading standards.
I need rogue traders!!

[mangos]

Andehh said:

I would go back with a very detailed summary of what you paid, what they did and why you are refusing to pay for the additional work which was not carried out. - even if you have done already. Just to stay firm & reasonable.

Include:

The time they arrived
Who turned up -- (two of them, even though 1 man job)
What they EACH did -- (one inspected, other just followed him round chatting etc)
What tools they used -- (brought a moisture detector, did not use any other tools, only pointed out what I already knew & had explained to you guys to start the work)
How it was left --- (unsolved, vague, no leak detected, just moisture found, didn't bring right tools, came unprepared even though they knew the work they were there to do etc)
How long it took -- (it took 30mins from them arriving to them having the chat with me to explain, before they then went to entirely separately start quoting)
The time they took quoting, discussing boiler -- (XX mins...)
The time they left -- (total time on site etc....)

Then break down the original bill, what you have paid etc. State you dispute paying for work not completed and paying for them to quote for a boiler (does their site/did they state a free no obligation quote at all?)

Keep it all very factual & detailed, clearly laid out and structured to make it painfully obvious you paid for the work done & dispute paying for work that was not done.

---

Edit: Out of curiosity - Does their T&Cs/contract explain these extra charges? Have they got a formal complaints process?

I would also go to Trading standards, this is daylight robbery! - Imagine if you were elderly, infirm or weak willed - you'd cave & its easy money for them.


Edit2: Can you PM me the company?

Edited by Andehh on Tuesday 12th June 09:43

Thank you. Good advise.
I will draft a new email when I can.

I will PM you ...

[mangos]

Hoofy said:

If they're basically charging you for a quote, explain that you're happy to let everyone on local Facebook groups know that this is how they operate and should be avoided.

Either that or I'm doing my business wrongly.

In any case, I know someone who had similar and she just told them that she isn't paying to have a quote especially as the plumber didn't do anything useful.

Bottom line is I might as well set up as a plumber (I don't have any clue about plumbing) and just go out to call outs, charge for the visit and say it's not something I work on. In fact, I also do electrical, bricklaying, rendering and plastering quotes, while we're at it. I also cannot do heart bypass surgery or engine remaps but happy to come out, have a look and to give you a quote.

Thanks. I was thinking about the social media card. I didn’t want it to get to that but they seem to be bullies so maybe I should

[mangos]

I just checked their reviews on google and half of them are written by themselves

[mangos]

chadders74 said:

Can they charge VAT on a late payment penalty of £80? It's not exactly a service is it?

Not too sure on the law about vat on late fees but they are trying it.
Then again they are acting unlawfully by apply a late fee when I’ve queried it anyway to my knowledge. I may be wrong...

[mangos]

I’ve just checked the gas safe register (I did so before booking them)

They are gas safe registered but it turns out the owner isn’t listed as a gas safe engineer and instead his young son is the only one listed on the company for being gas safe.
Seems strange as it came across that the young guy was being trained up and asking lots of questions.

[mangos]

Andehh said:

....and would therefore tell them you were after a quote for the job, especially seeing as they turned up without the right tools to undertake the work?


finally... THEY CHARGE HOW fkING MUCH!?!? Jebus - I have not seen rates like this outside of Central London for Pimlicio etc

Edited by Andehh on Tuesday 12th June 11:24

Edited by Andehh on Tuesday 12th June 11:25

They didn’t use any of those. Just a moisture meter - one you would use to check moisture content on wood...

[mangos]

What’s the worst that can happen with this?

[mangos]

eybic said:

It's a pain but it might be worth getting a new card then they don't have your current card details should they decide to try and put it through again.

I have done this so they luckily can’t take anymore money...

Bit worried they turn up at my doorstep though

[mangos]

silentbrown said:

What's a plumber doing trying to diagnose damp in the first place? Absolutely DO NOT go anywhere near the "damp specialists" he's suggested.

See this. https://www.heritage-house.org/damp-and-condensati...

Indeed! I’m a fond reader of the heritage house website.
I didn’t ask plumber to do any damp testing so why he had his damp meter out was beyond me.

I have a strange patch on the wall which is below one of my enteral heating pipes so had hoped he would check for a leak on that but he didnt.

Instead he told me I had rising damp !!!

I’ve no idea how he does any business

[mangos]

Andehh said:

bad company said:

mangos said:

What’s the worst that can happen with this?

The very worst is that they decide to sue you in the Small Claims Court. That’s possible but very unlikely as they would be likely to lose and even if they won you would not have to pay their costs. The Court is very informal, nothing to be frightened of.

Without going to the Court and getting a (very unlikely) judgment they can’t do much except threaten.

very much this, either that or through Money Claim online. Again, all very informal.

They prepare their evidence pack, pay £120 (ish) and submit it. You then get a copy of it, and a chance to refute it. You put together your pack. Maybe offer to pay them for 30mins for their time as per their call out rate for the <30mins they spent using moisture detector.

Months later it goes in front of a local Judge (or equiv) and it is very Judge Judy like - you say & explain, they say & explain. Judge goes off balance of probabilities/fairness.

In this case here, you showing the charges, the fact they DID NOT use one of these £144/hour devices, but you were charged all the same. No tools (they acknowledged) then they quoted for the boiler (which says is free on their website) AND you paid the call out charge. I cant see them standing a chance.

bad company said:

eybic said:

That would be verging on Harassment which the Police would be interested in, if he does turn up. Politely suggest the he's intimidating you and ask him to leave, if not you will be calling the police.

This.

I strongly suspect that they are bullies and will back down when/if they realise that the op is no pushover.

yep, I would either not open the door, or do so but with a mobile in your hand and offer to call the police at the first sign of any duress.



I'm still of the belief it isn't worth their time. Had this been a boiler replacement & £1000s then yes, but for a couple £100, having already got some money out of you - I doubt it.

Just stay reasonable & factual via emails, including the list I gave you above and wait them out. THEN leave them suitable reviews on Social media!!

Edited by Andehh on Friday 15th June 08:08

I hadn’t been able to reply earlier due to lack of signal and travelling but wanted to say thanks to everyone and special mention to Andehh for helping to put my mind at rest a bit whilst I try to draft emails back.
I haven’t had a chance to sit down at the laptop yet but will keep the thread updated on anything that happens.



Thank you all so far...