BCJ Plumbing

We had a bad experience with this plumber. Beware!

Steve did a great with fixing a leak. Unfortunately, it's Ben (the owner) that let the team down. I had a question regarding an extra (small) charge on the invoice, and instead of handling it in a professional manner and explaining he phoned me up and started to carry on about what time I will be home to come back and undo the work that was done, after about 5 minutes of this he then hung up.

I checked in with Steve and he indicated Ben can be bit of a hot head and probably was having a bad day. I was also informed by Steve over the phone the extra charge was for his driving time, but that should have been included in the call out fee as that's exactly what that means.



After this I figured it would be easier to pop into the office and sort this out in person. Where I meet Ben, he then explained that the extra charge was because a second plumber had to drive out and drop off a tool. I knew this happened but wasn't expecting to be charged for it. Especially as I heard Steve say to the other plumber that he should have been the one who was given the job. I still don't believe I should be covering the time Steve waited for the other plumber to arrive and then be charged extra for that plumber to turn up.



BCJ Plumbing could easily have earned 5 stars if they did any one of a few things differently. Sent out the right plumber with the right tools, I made it very clear I had plastic pipes. Not charge for time another plumber drives out while Steve waited. Or was more professional on the phone, the way Ben acted on the first phone call was completely uncalled for. When you deal with the public you need to have more patience and understanding. Threatening to forcibly go into someone’s house and put a screw back into a pipe is pathetic especially as it was the first thing he said to me with no attempt to explain.

Would I recommend BCJ to my mum?

This is the ultimate question on how good a company is, and the answer is no, despite I managed to walk away with my in person chat with Ben with a handshake the way he acted on the phone was uncalled for.

End result is that I am paying extra for cost saving measures (not equipping a plumber with all the tools), or sending out a plumber who lives around the corner from my house instead of the person with the correct tools. I’m already paying $150 for the call out and then extra for the right plumber to turn up with the right tools.

This review is based only on honest opinion. Unimpressed and disappointed. They installed a new hot water system for $2031 and quoted us 3.5hrs labour at $90 per hour, yet recorded CCTV footage shows the worker on site between 1145-1350 (2hrs). Extra time was also expended (at least 30-45mins) as the wrong sized unit was initially delivered and they had to send for the correct one - this was not our fault and why we should be charged for this extra time is perplexing. Being charged for excess time compared to what was quoted was raised but the issue ignored and we were not offered a refund of excess hours charged. They are located only approximately 5kms away so travel time was unlikely an issue. In addition, at installation they damaged our new system, lacerating and denting the exterior, which could have been avoided with care. Would not recommend.