The Smart Consumer s Guide To CHOOSING A PLUMBER. (And Avoiding Cowboys) The only guide you ll ever need to ensure you don t get ripped off.

Transcription

1 The Smart Consumer s Guide To CHOOSING A PLUMBER (And Avoiding Cowboys) The only guide you ll ever need to ensure you don t get ripped off. By Darren Clancy

2 Dear Homeowner, Relaxing in your inner or eastern Sydney home is one of life s simple pleasures. Until you have a plumbing emergency. Then... Mayday! Mayday! Your home is transformed into a crisis zone and you need a plumber 20 minutes ago! In the midst of this mayhem, would you rather: (a) Pay less for a lone plumber who will be unreliable and do shoddy work? (b) Call a plumber whom you can trust not to fleece you and who will do a thorough, long-lasting repair? The answer is (b), isn t it? Of course it is! And because most people would rather go with (b), I ve written this short guide to help you find a reliable plumber you can trust. The guide will: dispel a few myths about plumbing, give you a checklist for choosing a good plumber, and tell you when you re dealing with a cowboy plumber. Then, the next time you need a plumber whether it s for an emergency or just routine maintenance you won t need to panic. You ll already have someone on speed dial and will quickly be able to get back to relaxing in your inner Sydney home. Happy reading! Sincerely, Darren Clancy Darren Clancy Director, Pipe Perfection Plumbers

3 Table of contents Part 1: A few home truths about plumbing 4 This section runs through the common misconceptions about finding the best plumber for the job. Part 2: A checklist for finding a reliable plumber 9 This section gives you a handy checklist to find a plumber you can rely on, time after time. Part 3: How to spot a bad plumber (aka a cowboy plumber ) 13 This section walks you through some critical warning signs that your plumber isn t up to the job. By the time you ve read this guide, you will feel confident that you know exactly how to find the kind of plumber you d be happy to recommend to everyone you know. Learn how to find the right plumber the first time. 3

4 1Part 1: A few home truths about plumbing A little basic knowledge can prepare you to find a plumber with the advanced knowledge your home plumbing really needs. Q. How do you know when your plumbing job has been a success? A. All of your expectations were appropriately set out and either met or exceeded. You felt comfortable with the plumbing staff in your home. You can see that the quality of the work will endure. The repair protects your investment in your home. You feel both pleased and satisfied with the final results. You paid a fair price for the value you received. How can you find a good plumber who will do the job in this way? First, you may have to let go of a few misconceptions about plumbing. Misconception 1: You should always get three quotes. This misconception probably leads to more dissatisfaction than any other factor. Why? Because there are no standard prices for the plumbing industry. There are many ways of completing the same plumbing job and many different standards to work to. Even with a job as basic as servicing taps or installing a downpipe, one plumber s methods may be very different to those of another. 4

5 Remember: You are buying something that does not yet exist (as opposed to, for example, a barbeque). Therefore it s impossible to tell how similar (or different) one plumber s proposed work is compared to another. Even if you think everything is the same or at least similar, it rarely is. You won t discover this until the job is completely finished or, worse yet, six months down the track when you ve invested hundreds or even thousands of dollars! Some plumbers are far more creative at finding solutions to problems, and the results can save you time, money and hassle in the long term. Plumbers can also use different materials: they can choose between cheap products or well-made materials that are protected by a warranty. Building codes or Australian standards don t protect you from these different methods or materials. When you simply compare prices, it s far too easy to be misled. It s even harder to know what your plumber is including in their quote because most tradespeople aren t very good at telling you what they plan on doing or explaining how they may differ from another plumber. Confusing, isn t it? Don t worry. In the second section of this guide, I provide a checklist to help you find a trustworthy, reliable, professional plumber. Misconception 2: Going with a low price saves you money! At first glance, this makes sense. You ve collected several quotes, and one quote towards the low end of the range seems like a good choice. Not the lowest but not the most expensive either. But there is a reason the quote is cheap. It may be because the plumber intends to cut corners or has not included all the materials he needs. He is looking after his profit margins, and you can be sure that customer service is not included in the price. When a quote is significantly lower than others, ask these critical questions: Why is the price so low? What steps have been missed out? Are all the parts being replaced or only a few? Will the plumber go the extra mile if problems occur during the job? 5

6 Remember: Your house is an investment worth protecting. Where possible, focus more on the quality and long-term durability of the plumbing repair rather than on the price. Misconception 3: I can t afford to use the best plumber. Here s an insider secret: good plumbers are regular people. If the price you have been quoted is more than you can afford, explain this to the plumber. As long as you are open to scaling back the project and re-examining your priorities, a good plumber should be able to find a solution. If you are on a tight budget, choosing a cheaper, short-term option will work out to be more expensive in the long term. When the cheap repair fails, you ll not only spend more money getting the job done properly, you ll spend more time getting it sorted out. Plumbing is important. A good plumber provides long-lasting solutions in your home. 6

7 Misconception 4: Doing a quick fix is cheaper. There s no denying some plumbing work can be expensive. That s why you should choose the repair that will have the lowest cost per year. Some repairs may have a higher upfront cost but they will last many years longer, often with the benefit of warranties. Cheaper, band aid repairs will not last long, and you will pay more in repeat plumbing visits. And always consider the time you waste when you choose the wrong plumber! First you wait at home for the (wrong) plumber to come. Then the cheap repair fails. So you wait for the (right) plumber to correct the mistakes of the first plumber. Your time is just as valuable as your money! If you take the morning off work to wait for a plumber, make sure it is the right plumber. Plumbing Tip: Have all your plumbing work done at the same time. Some companies give great discounts if you commission multiple jobs. It costs much less for a company to have a plumber at your home fixing three or four problems than to send a plumber three or four times a year. And a good company will be happy to pass those savings on to you. It also saves you precious time. Misconception 5: All plumbers are exactly the same and should charge the same rate. Think of an airline. There s a huge difference in price between first-class and economy seating, and yet everyone in the plane is going to the same place. There are different seats and different levels of service champagne anyone? Good plumbing companies cost more because: they employ highly skilled and professional plumbers who can get jobs done faster and provide a higher quality service, they have invested in staff training and the latest equipment, and they insist on using the most up-to-date best practices in the industry. If your time and job quality are important to you, you should opt to pay more. If you were seriously ill, you wouldn t seek out the cheapest, least experienced doctor. Plumbing gets sick too, and it deserves first-class treatment. 7

8 Misconception 6: If the plumber asks for a quotation fee, he s ripping you off. Some companies provide free quotes. Many do not. If a plumber asks for a fee for the quote, it is most likely that you will get professional advice with a range of options and suggestions to suit your budget. And almost all tradesmen who ask for a quotation fee will deduct it from the price of the job if they are successful, so you effectively end up with a free quote. Misconception 7: The part being replaced is only worth $2/$5/$50, so the repair should not cost much more than that. There s quite a lot wrong with this statement! Plumbing parts can range from a few dollars to a few thousand dollars. Some plumbers will choose cheaper parts that don t last as long while other plumbers will opt for more expensive parts that last longer and come with a warranty. This misconception also misses the value of a good plumber s expertise and their ability to: diagnose what the problem actually is, recommend the best solution for you and your home, decide which part will offer the best value for money, install the part properly, and provide a warranty for the work performed. Just like any other business, there are costs associated with running a quality service. Some of these are: reliable vehicles stocked with the necessary tools and equipment, up-to-date public liability insurance, and strong administrative support. 8

9 2Part 2: A checklist for finding a good plumber Learn the key indicators of a quality plumber before he enters your home. If you do what this list suggests, you will be well on the way to finding a trustworthy, reliable and professional plumber. I can also help if you want a list of questions to ask a prospective plumber. Just me at service@pipeperfection.com.au. 1. Do your homework To increase your chances of finding a trustworthy, reliable plumber in the first place, you have to gather information about the plumber and the company. This might seem like a lot of work, but we re talking about the health and maintenance of your most important investment: your property. What should you look for? You should check to make sure the plumber: is licensed, has public liability insurance, and has workers compensation. 9

10 Also: Ask how long the company has been in business. About 50% of plumbers go out of business before their eighth year. So if the company has been around for years, they must be doing something right. Ask what the company is like to work for. A company that cares for employees is a likely sign they care for customers. 2. Follow a plumber s reputation Asking your friends and family is a great place to start but, if you don t know anyone who can recommend a plumber, it s time to get proactive. Take note of any job signs that you see in your area and stop by the job site to have a look around. Talk to the homeowners to see what they have to say about the plumber and, if they are happy, you may have found your plumber. You can also have a look at online reviews. Another great resource is the Master Plumbers Association of NSW website. 3. Be suspicious of a low price If your plumber gives you a price that seems too good to be true, well, it probably is. A low price is not an indicator of good work and should not be the reason you choose a plumber. Here s why: Low pricing might mean the company cuts important costs. This could be because they have inadequate insurance/no insurance, use sub-standard equipment and/or have inexperienced employees. Low pricing might mean the plumber will leave out important steps in the repair. For instance, many companies install new hot water heaters but leave the old valves in place just so that they can offer you a low price. Low pricing might mean your work will be completed by apprentices or plumbers with a low skill level. It is against Australian plumbing standards for apprentices to work without a plumber s guidance because they may make mistakes and/or use the wrong methods to fix your problem. 4. Always insist on a fixed, finalised quotation Your plumber should prepare a specific written quotation with a fixed price that outlines the work in detail. This way you know in advance exactly what you are getting, what the 10

11 plumber recommends and how much you ll be paying. If you allow a plumber to start work when all you know is his hourly rate and a ballpark figure for the job, you may as well just hand him an open cheque. Don t do it! When work is time-based, either there is zero incentive to move quickly (and any excuse to duck off to the plumbing supply store can be used) or the plumber will rush the work because the client is concerned about cost and urges him to go faster. The right plumber stands on his good reputation wth a fixed quote and a solid guarantee. 5. The plumber doesn t offer a money-back guarantee? Don t employ them! If a company is not willing to put its money where its mouth is, they don t deserve your money. Every plumbing company should be fully accountable for its work. And, if you follow a plumber s advice and you re not pleased with the outcome in every way, you shouldn t have to pay for it. If your plumber offers a money-back guarantee, check if there are any limitations. Make sure you understand the possible situations in which you might not get your money back. Finally, ensure that your plumber includes the money-back guarantee in their written quotation. 6. Check out reviews from other clients This seems obvious but people often overlook this point. If a plumber has an excellent reputation and a list of satisfied clients, it usually means they do a great job for a fair price. People wouldn t speak favourably of them if the opposite were true. 11

12 Ask your plumber for references and/or reviews from satisfied customers. And don t be afraid to ask for contact details so you can speak to previous customers yourself. A good plumber will consider this to be a normal request and will be happy to help reassure you of the quality of his work. 7. Make sure your plumber is a member of the Master Plumbers Association (and preferably a qualified Enviroplumber) The Master Plumbers Association is the trade association of plumbers that administers the Enviroplumber qualification. Members adhere to a code that promises to: treat customers with integrity and competence, gather sufficient facts to understand the customer s situation, provide technical recommendations to benefit customers, and improve and uphold high performance standards. An Enviroplumber can also advise you about using sustainable solutions for your home, such as greywater systems, solar hot water systems or rainwater tanks. Plumbing Tip: Check your plumber s credentials. If they aren t a current member of the Master Plumbers Association, don t hire them! 8. Make sure your plumber gives you a written contract that follows the Office of Fair Trading guidelines. When you hire a plumber, you are covered by strict consumer protections, especially when you spend more than $1,000. Your plumber should provide you with: a written contract, a clear description of the work and the cost, and a clear statement of the guarantees (including statutory guarantees). Ask your plumber whether or not they follow the Office of Fair Trading guidelines, and don t employ them unless they provide a written contract. You can read more online about the guidelines. 12

13 3Part 3: How to spot a bad plumber (aka a cowboy plumber ) You should start to worry if your plumber does any or all of the following: 1. You re offered the $39/$49/$99 Drain Clean. Given that drains are underground and no one knows what is blocking the pipe before they begin, the inexpensive drain clean is a classic tactic for the wrong plumber to get into your home and switch you to a more expensive service. Your drain will not be completely cleared, and the wrong plumber may simply put a hole in the obstruction so that water can flow through. The drain will then block again. As a result, the wrong plumber will usually recommend a drain camera inspection or more drain cleaning. Not only is this approach inconvenient and annoying, it s an illegal practice called bait and switch. The only guarantee is that you will always pay more than $39/$49/$99. A thorough drain clean and camera inspection is what s needed but you should be told as much upfront. 2. Your appointment time keeps being moved, the plumber is consistently late or doesn t show up at all. This is absolutely unprofessional and should not be tolerated. This kind of plumber does not respect your time and does not deserve your business. While cowboy plumbers are notorious for this behaviour, reputable plumbing companies would not dream of treating you this way. Emergencies do sometimes come up, but emergencies are an exception not a rule and you should be notified ahead of time. 13

14 3. The plumber does not arrive with a fully stocked vehicle and even basic repairs are rescheduled for another day. This mistake is like a big red flag waving at you. Your time is precious and, if you have to take the morning off for an appointment, you shouldn t have to repeat the experience. For small-to medium-sized maintenance jobs, the plumber should be able to complete much of the work on the spot. If you have a major issue or a very unusual fixture, only then would it be normal to re-schedule work, especially when it s going to take an entire day or longer to complete. 4. Apprentices come to your door, work on your job and you never see a licensed plumber. This practice is illegal because apprentices do not have the skills to diagnose problems and complete the necessary work unsupervised. At the very least, a good plumber should check everything that the apprentice has done at the end of the assignment. A better scenario is that the plumber diagnoses the problem, creates an action plan and only leaves an apprentice alone when he is a third- or fourth-year apprentice, and the work is simple. 5. The plumber makes a mess around his work site and doesn t tidy it up when he leaves. Your plumbing problem may have already created a mess, so you don t need your property left any messier! The right plumber will respect your home, just as he would his own. You should expect a good plumber to: cover their boots so your floors/carpets don t get dirty, keep the work site neat and tidy, and clean up when they leave. If plumbers don t apply those standards to their work area, then they re the wrong plumbers for you. You can bet that their work will be just as sloppy as the mess they leave behind for you to clean up. 14

15 I won t lie to you; I m not a new kid on the block. I ve been a plumber for 25 years, so I know my backflow valve from my rubber keeseal. I ve seen plumbing repairs that are so bad it hurts to look at them, and I ve seen plumbing repairs that are a work of art. And so, I wrote this guide to help you make an informed, no-risk decision when choosing a plumber. I hope that by now you will have enough information to spot a joker from a skilled tradesman, but if you still have questions, please don t hesitate to get in touch. You can get my list of questions to ask a prospective plumber by ing me at service@pipeperfection.com.au. If you have any questions, you re welcome to call me on ( PIPE). And, if you would like to learn more about how we can help you, call or visit us at pipeperfection.com.au. For tips, hints, bathroom/home inspiration and property news: Like us on Facebook: pipeperfectionplumbers Follow us on Follow us on Pinterest: pipeperfplumber We ve dedicated our business to educating homeowners, and we ll be happy to help you in any way we can. Cordially, Darren Clancy Darren Clancy Director, Pipe Perfection Plumbers Pipe Perfection Plumbers are experts on all things plumbing, drainage, roofing and gas servicing Sydney s Inner West and Eastern Suburbs. Also specialists in helping older homes age gracefully.

16