HomeFirst Services Plumbers

I found this company online to request a quote for a water heater installation on a Friday. During the consultation, the salesperson, Ali, pressured me to sign the quote immediately. When I asked about lead time, he emphasized that I had no hot water and needed it fixed urgently. He used persuasive language to push the sale and had me sign on an iPad without fully explaining the details or presenting any documentation. I was also asked to pay a deposit on the spot. On the following Monday, I called to cancel the job as the issue had resolved itself. No one answered the phone, so I submitted a cancellation enquiry online. T he next day, Tuesday, I called again and spoke with Paula, the receptionist, who mentioned a 10% cancellation fee. However, I was never informed of this fee at the time of booking, and nothing had been shown or explained to me before signing. It took nearly two weeks for the cancellation request to be processed and forwarded to the refund department. I had not received any paperwork or confirmation email—only an invoice sent to me immediately after cancellation. When I called again the next day, I was told the refund department was unavailable due to illness. Still having heard nothing, I called again three days later and spoke with a different receptionist, Mel, who confirmed that the cancellation was being processed and had been tagged for refund. Paula had also noted the cancellation in the system. I called Mel again to follow up and confirm the status of the refund. She advised that the request has been tagged for refund and that it can take up to 28 days to process. I explained to her that I was never informed about the 10% cancellation fee, and that no terms or conditions were shown to me by Ali at the time of booking—he simply asked me to sign to secure the job. When I previously spoke with Paula, she was quite blunt and stated it would take two weeks for a refund to be processed. I was also told that someone from the accounts team would call me back, but I’ve received no follow-up to date. During my most recent call, Mel told me I didn’t need to call every day—which I found dismissive and unprofessional. Toward the end of the conversation, she became pushy, stating she had a line of other calls and was clearly trying to end the conversation abruptly. Overall, the experience has been frustrating and disappointing. The service has lacked transparency, communication, and basic courtesy.

When I first rang comfy first I was actually told that my money wasn’t welcome at their company and I was very confused by that statement. I asked what did they mean by that? And I was told that they did not need my money that they and I said so you don’t need $30,000 for a new Aircon upgrade not our company is doing quite fine and I’m like wow you must be the only company in Australia that can go you don’t do without a $30,000 you know payment into the company for for goods completely confused me but they were not giving me a chance at all to even get a quote so they hung up about 10 minutes later. I received a call back from them apologising profusely saying that when they brought out Home first that there was some box that was ticked on their computers so it apparently was saying I was a bad customer. But I didn’t owe any money or anything like that they were apologising. We can send someone out tomorrow to give you a quote okay? fair enough thank you. They came out. Gave me a quote for hot water. Aircon change over and also a split system in the back lounge room. that night I did some checking on the hot water system. It was a brand. I’d never heard of everything I found about that brand on the reviews was nothing but bad so I Asked to. I cancelled out of the hot water system and I meant to say also they were giving me the split system as a sorry because they had told me that they didn’t want my money in the beginning. They were giving me the split system for free as an apology. When I cut down the hot water I was told then it was gonna cost me $4000 because you know you don’t get nothing for free. I thought that was a bit rich so I was like oh no don’t worry about that one either when they were at my house at first we were discussing The whether it was to come through the roof for the floors. He was adamant for it to go through the flooring. I was okay with that until we got to the back part of the house which I then said unfortunately you can’t get to the underneath flooring of that part of the house so it will have to go through the Roof. Unfortunately he did not put that on the paperwork though which is what comfy home first do they don’t actually put things onto the actual paperwork so when you go back to complain you don’t have a leg to stand on it’s your word against theirs and of course they win when they came to actually install the Air conditioning. All the vans said Home first but comfy first told me that they had brought out Home first so I thought maybe they hadn’t gotten around to you know changing all the vans over because you know that can be an expensive part of the company but then they started going under the house to do it all and I pulled them up and I said no it’s supposed to be going in the roof and they’re like oh no that’s a different system. We called the guy up and he was like the one who actually did the quote and he’s like no Donna remember we told you it was going in the flooring spoke to me like a two year-old And if it was to go in the ceiling, it had to be another unit which was gonna cost me more apparently so I don’t understand what happened there but as I said there was nothing written on the actual quote to say it was to go through the roof and not the floor When they came up to the part of the floor where they couldn’t get underneath to all they’ve done is cut the old ducted heating part out and joined their part onto it. That’s just pathetic. I’ve paid $30,000 for this and gotten that sort of work. The front part of my house is super cold. I go through the kitchen and it is like a furnace in the back part of my house I had evaporative cooling before and that was a lot better. There are more vents in the roof of my house which is where I wanted it to be but as I said when I rang up and spoke to the gentleman who did the quote he said no remember Donna we said it was to go through the flooring and I didn’t have a leg to stand onand then when I went to pay you know the last little bit that we owed funny enough the bill is actually the company you pay is Home first so I don’t see how comfy first brought out Home first if everything is still in home first name. Be wary. I have lost $45,000 to these crooks.

Had homefirst services come out to repair leak on my toilet after they left I wasn’t happy with the hose that was installed as it became really noisy when the toilet was filling, Jesse c returned and replaced with a different one at no extra cost to rectify the issue, very happy with there service!

Obscenely overpriced. Complete rip off. They should be ashamed of themselves. They book in a “check up” to steal money from you in your own home. Payment plan requires 3 months of bank statements.

Brand new ducted heater that cost over $5k stopped working after only a few weeks of use. Had so many call outs to fix it that I lost count. No one understood why it wouldn't consistently work properly. I asked for the owner of the company to call me & was completely ignored. I was forced to go through the manufacturer warranty claim & their technician fixed the problem immediately. The Homefirst office does not care about their customers. The technicians tried but didn't know how to fix the issue. The problem was the gas was not turned up high enough. The office is unprofessional & does not know how to handle their customers' needs. I never received an apology from the office after numerous emails expressing dissatisfaction, disappointment & stress caused to my elderly mother who purchased the expensive unit. Woeful customer service. I will never recommend them.

Was quoted $4400 to replace a Hot Water Service. Polite and seemed professional. Seemed a bit pricey. Another plumber ended up installing the exact same unit for $1600. Beware over charging by this crowd.

The guys at Homefirst did a pretty urgent replacement of a broken sewer pipe at my house in the freezing cold. They left the place clean and tidy at the end of the job. They explained everything really clearly to me too. I’m very grateful for their efforts.

Had Drainman Kane out and he fail and very rude and tell me take all day Jesse come out and clear drain in hour and half. Thank you Jesse