Caterquip Queensland Pty Ltd

I called Caterquip to service my espresso machine and attend to a developing fault. After waiting over two weeks and following them up repeatedly, they sent the business owner James and another technician out.



The owner, James, dismissed the fault and spoke to me as though I was stupid.



Having not attended to the fault they were called back. On the second visit the technician attended on his own, diagnosed a failing pump and said it would be cheaper if I ordered it myself and he would return to fit it. I ordered the pump from the distributor at a cost of $210 plus freight.



Before the replacement pump arrived, Caterquip invoiced me for $873.93, well over double what I have been charged previously for services, stating the machine was left 'in good working order'.



The only parts missing from the service kit left behind are the shower screen and group head seal. I have no idea what they actually did with the 'service'. Photo attached.



The invoice included a $165 callout fee, plus 3 hours of labour despite them having been on site on both visits for just over 2 hours. We live 7kms away from their office. When I queried this, James angrily blurted that 'this was why he didn't deal with people in houses'…



The Rocket basic service kit was invoiced at $108.25 plus $38.50 freight. This is available elsewhere for $80.20 with $11.98 shipping.



I know some hours padding and fat margins are common locally but this seems excessive in anyones language.



Once the replacement pump arrived I called them as advised only to be told that I had to pay the prior invoice and that there was nothing wrong with the machine.



The owner of the business claims the conversation regarding the failed pump 'never happened' despite the technician having spoke to the importer in Sydney about it during his second visit.



Even more bizarrely, during this visit, the technician made a call to seek advice from his 'mentor', 'Bob'. When I mentioned this, on a phone call about the invoice this morning James admitted that in fact he had been 'Bob'…



James has further tried to blame 'operator error' and me 'not knowing what I'm talking about' for the non-existent fault and suggested I had gone to the trouble of buying a new pump because I didn't want to pay, which is unbelievably weird given I was expecting them to come and fit it…



Despite all of the above I gave James the opportunity to come and fit the pump and complete the service but he made it abundantly clear he did not intend to finish the job but did expect to be paid.



I will now have to source someone else to perform the service and fit the replacement pump.



Form your own judgement.