Brockelsby Plumbing & Gasfitting in Lower Hutt

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comments 3

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  Russ Watts

  :: 21 December 2017 13:10:55

  Poor customer service, served with a side-dish of attitude. Not recommended

• en

  Tony Yu

  :: 18 July 2017 11:30:34

  (1) they missed the initial appointment due to too busy which was understandable and made another appointment with us for the next day by 8.30, and the guy showed up at 7.30am which was a little surprise as I was away from home at the time, but I appreciated the effort and this is what the only star was for. (2) I told the guys what went wrong to the gas heater (was able to start the fire but it would go off after 5-10 mins). I went home after 15 min and found he had taken the unit apart and was vacuuming the dust. I asked if he had tried to turn on the unit, he answered he did not bother because the unit was so old and needed a "service", I asked how much the service would cost, he answered about $150, then I gave him a go ahead. ---My comment on this is: how can you not bother to turn it on when you know that you can only see the problem after you have done so? (3) He cleared some rust with sand paper and accidentally damaged the thermocouple, he claimed that was because the unit was too old, which I could not find any reason to argue about. As a result I now can’t even light up the fire which had made the situation worse. (4) The "service" he did to our gas heater was purely vacuuming and sanding off some rust, nothing else. (5) He assembled the unit and went out making a call asking for parts, and I found a screw was left behind in the fire chamber, I then asked him to remove it when he came back. (6) After he left I found one of the brackets that secure the glass screen was not attached property as I could easily pull it out with my bare figure. So I had to get my screw driver to take the front panel out and reassemble it. (7) Before he finished I asked how much the bill would roughly be for the day he said I better call the office lady and asked her because he didn't want to tell me a figure and then she invoices me for another amount (this got me alerted as he told me $150 and that was why I asked him to carry on). --------- I then called the office lady about 1 hour after he left and she said it would roughly be $270-300 as it also included 2 hours of labour of $70 per hour. (8) After a careful consideration I called them back saying their service is no longer required and asked her to send me the invoice which I would most likely be disputing. She agreed and we ended the call. She then called me after 5 min saying they have reduced the invoice to just below $200 and I had 7 days to make the payment. The lady also said that I was a difficult customer to deal with (but hey, look at the work you’ve done!) The invoice was emailed to me on the same date and I have paid it today. I paid it just to keep my promise as I agreed to pay $150 (yes it could be including or excluding GST) and this amount was within the acceptable range. BUT I don’t think they deserve the payment due to the quality of the work. Overall I was very unhappy about the service as first of all they didn’t even try to turn on the gas heater to identify the issue, then the work was done unprofessionally as they left a screw in the fire chamber and didn’t assemble the unit property, and lastly I personally felt that they were trying to rip me off. I DON’T TRUST THESE PEOPLE AND WOULD NOT DEAL WITH THEM ANYMORE.

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  anthony mallon

  :: 26 March 2017 12:17:52

  The service was unbelievable and the roofing ironing superior....Two outstanding staff saved the day and I thank everyone at Brockelbys for the excellent work.