Hero Plumbing

Buyer beware!! What a horrible and dishonest experience we encountered with Hero Plumbing. Our gas heater required a service. Ali arrived and took the heater to his van to inspect. Ali returned and advised that The thermal couple needed to be replaced, it was also be cleaned of any dust built up. The quote for that was $424.00 plus GST. Ali would need to take the Heater away back to the factory and return to us within 5 -10 days. Ali checked for gas pressure and any gas leaks on the internal bayonet fitting and advised it was leaking and required replacement at $595.00 He also advised that the gas pressure was too high, requiring a new regulator at a cost of $750.00. He advised us that it was leaking alot and he should be shutting the gas off. My husband then mentioned our hotwater system, Ali examined the hotwater system and advised that it would need replacing. With all charges above plus fit and install new water tank he quoted $6600. We had already paid $190 for the call out. This amount came as a shock!! We advised Ali that once he has repaired the heater we can discuss the other items. We then contacted our plumber and asked him to come out and please inspect the gas fittings for us as we were very concerned. Our plumber uses the same gas leaking detection device and advised us there was ZERO leakage in the bayonet. Our plumber also advised us and on our behalf contacted Jemena Gas who replaced and fitted the regulator for FREE. Its their infastracture!! Our plumber checked all gas fittings and replaced our water system for $3600. Today our heater was returned with an invoice of $1000 (quote was $424.00). We were advised by Ali that if there was an issue, someone would contact us to discuss issue with heater and cost. We didn't receive a call, text or email. When we questioned the invoice we could see that the Ali had said he changed the Bayonet, The 3 metre hose and all this came to $1000. the bayonet was not changed and the original hose came back with the heater. We asked to speak to the manager/owner and we spoke to Sam who was very professional and listened to our concerns, he was willing to resolve the issue immediately. We paid what we were quoted. What concerned us the most was the charge for the regulator. Very dishonest!! Please make sure you receive everything in writing regarding quotes and always get a second opinion. Thank goodness for our honest plumber. no stars for this company.

Today, the 22nd of August 2024 I modified my initial review to provide an update on the reimbursement issue I mentioned and why I changed the star rating from 1star to 5 stars. I wrote my initial review with a 1-star rating last Monday, August 19, 2024. After it was posted, a lady named Sarah from Hero Plumbing called. She was genuinely apologetic about the reimbursement screw-up and made the appropriate refund as she promised. I understand that because of our busyness, we sometimes make mistakes. For a customer, 1-star ratings are also important and need to be recognised and addressed, just like all the 5 stars are being recognised and responded to. A customer writes reviews whether it be 1 star or 5 stars for a reason. It is a way customers share their views and experiences with the services you provide. This in turn can be used by the company to identify where the shortcoming is and why some customers’ expectations are not being met. As a customer who likes to deal with good companies, I read all the reviews to give me a fair assessment in addition to your business profiles to help me identify if it’s a genuine business. Furthermore, life is tough financially right now for many of your customers and we are all careful about where we drop our money. Don’t be afraid of the 1-star reviews. WHY? Because they are one of the opportunities a company need to improve and grow the business. It is an opportunity to convert a complaint into praise. Because of Sarah’s genuine approach to making amends and the courage it took her to call despite knowing how disgruntled we are, this requires acknowledgement too. Nathan did an excellent job with our gas heater. His skill as a plumber and confident demeanour won us over. He is also well-mannered and gave us good tips about carbon monoxide, how we can keep the gas heater clean and safe. We have met a fair few numbers of tradies and Nathan is one of the good blokes that we can see have a good future no matter what career he chooses for himself. Because of this positive change, we appreciate the effort you took to address our complaint, and you proved that your company could provide the best possible service. YOU DID NOT LOSE US AS A CUSTOMER, YOU GAINED US. 1st Review August 19, 2024 We booked an appointment with your company for gas heater service, and it was scheduled for 17/07/2024. [Name Removed] arrived on time and addressed the issue of the gas leak by cleaning the gas heater and replacing the old gas bayonet which was the cause of the gas leak. We are impressed with [Name Removed]’s professionalism and manners. He is also very helpful and provides some tips on how to maintain other heaters we have around the house. Likewise, he is skilled in his chosen career. However, when we checked our invoice, we were charged incorrectly. It is written in the invoice that the amount is $440.00 but we were charged $454.50. We called the office the same day to sort and correct it, and we spoke to someone in the office and were told that she would call back on the same day to sort it out, but no one called on the same day. The next day, someone contacted us and advised us that they would reimburse the overcharged amount within two weeks. It is now August 19, 2024 and no reimbursement. WHY IS IT A BIG DEAL WHEN THE AMOUNT BEING REIMBURSED IS JUST A TINY AMOUNT OF $14.50? AND WHY DID WE GIVE THE REVIEW A 1 STAR? If this review is just about the performance and attitude of [Name Removed], we will give him 5 STARS because he deserves it. But your customer service is another. WE cannot separate the score as both are from the same company. We are not after the $14.50 but as a customer, we still believe in the old and traditional values of integrity and word of honour. If you said you would call on the same day and reimburse in 2 weeks. You will do exactly that, and WE expect it! As customers who genuinely value integrity, this is important in any business we deal with. Hence, the ONE star.

Adam provided an awesome experience. I wanted to get an understanding of what it would cost for a few plumbing jobs and Adam gave me a really good overview of the cost and the reasons behind the cost. Would definitely recommend

Adam was extremely professional, done an amazing job with explaining what needs to be done and very clear and understandable. Will highly recommend

Adam came out to assess the job and provide quote on my hot water system he was extremely professional and was able to organise a very competitive price which was very appreciated and which we accepted immediately. The work was done very efficiently and provided same day service. Highly recommend

Adam was awesome from start to finish, extremely professional and fixed the issue I was experiencing with my gas heater. Very efficient will highly recommend

Melad provided exceptional service- on time, professional and courteous. It made replacing our hot water service effortless. Thank you!

Milad arrived and gave great instruction on how far away he was and when he was here he was very professional and informative about what he was doing. Very safety conscious also. Well done