Hi Steve,

Sorry to hear you were unhappy with our price. That being said, we advised you of the price over the phone before commencing any travel or work and you accepted the price. This was inclusive of a 40+ minute travel time each way, in which our plumber could have been at another job.

We understand you were given different information on warranties by the manufacturer's service team, to what we were given by the manufacturer's Canberra representative and what is written in the warranty booklet. We are only able to work with the information available to us.

We also understand that you were waiting to hear from the manufacturer about warranty but called us in the meantime because you said you needed hot water and did not want to wait for them to get back to you. Unfortunately, we are unable to control whether another company calls you back or not.

Given the above information, we feel that this review is unjustified, as we were able to get your hot water up and running as per your request, at an agreed price and the warranty issues were out of our control.

Hi Clive,

As you mentioned, most plumbers will have a callout fee. This is because the cost of tools, equipment and overheads is so high for companies in the plumbing industry.

Looking back through our records, I believe your 20+ year-old gas hot water system's pilot light had gone out.

We usually try to guide customers over the phone on how to relight their hot water system to avoid charging for a small job. Unfortunately, we were unable to do so on this occasion and had to send a plumber over to do so.