Beware: PLUMBER: EPSS (Expert Plumbing and Solar Services, Bathurst) NSW OVERCHARGES, POOR WORK
I called EPSS (in Bathurst NSW) about a wet brick in my external kitchen wall. I had used them some years before and had been happy with the work and the cost, so trusted them to do the right thing by me.They did not provode an estimate.
I am an older person with an obvious disability and use walking aids.
EPSS inspected the job, immediately located the leak, then went to Bunnings and returned with materials:
-12 bricks,
-1m PVC pipe,
- 2 clamps, glue,
-20L bucket advertising Bunnings,
-concrete mix,
-mixer drill attachment.
They removed 12 bricks, replaced a 15cm length of 15mm PVC water pipe and glued it.
I observed them at work. They resented this, and made a sarcastic remark- 'WE LOVE AN AUDIENCE, DON'T WE! '
They left rubble in the wall cavity (cleared when I pointed this out) and started bricking up the hole using CONCRETE, NOT THE EXISTING SAND-CEMENT MORTAR.
I queried this and they said
-the concrete was was'correct' and said
-it 'would fade', and
-matching the colour would cost 'hundreds of dollars'.
I told them to stop work immediately. They left. They left a pile of rubble and broken bricks b;ocking the exit to my gate- hazardous.
I timed the total time spent was 2 hours, including the trip to Bunnings.
I found an honest bricklayer who replaced the bricks with the correct sand-cement mortar. He matched the colour. He charged $100.
The bricklayer advised that, HAD CONCRETE BEEN USED INSTEAD OF THE CORRECT SAND-CEMENT MORTAR, IT WOULD, OVER TIME, CAUSE STRUCTURAL DAMAGE TO THE WALL BY CAUSING THE BRICKS TO CRACK. THIS IS BECAUSE CONCRETE AND SAND-CEMENT EXPAND AND CONTRACT AT DIFFFERENT RATES AND BECAUSE CONCRETE IS MORE BRITTLE THAN SAND-CEMENT.
****EPSS sent me a bill for $979. It was not itemised, and there was no indication of their hourly rate, time taken or cost of materials. It seemed to me an unjustified amount pulled out of thin air.
I queried the bill via email, and EPSS reduced it to $628, which in my view was still much too high. I calculated it should have been $378.00
I rang Fair Trading and was told that there are no regulations regarding trades, and suggested writing a letter, which I did. This was ignored. EPSS harassed me with reminders for payment every 2 days. I paid the bill reluctantly about a week later.
I rang them and belatedly asked what their hourly rate was (silly of me I know, but I had trusted them). The person who does the invoices said she did not know the hourly rate, and would have to 'consult the team'.
Eventually she said their hourly rate $160ph. She denied that job took 2 hours ($320), insisting that it took 3 hours $480 (not true).
I asked her for a screenshot of the tax invoice for the materials used. She emailed back , refusing my request, saying they were not legally obliged to do so, but stated that the materials cost $100. I costed them at $58 from Bunnings ( including GST).
She said 'THEY NEVER GO TO BUNNINGS, BUT ALWAYS GO TO A SPECIALIST PLUMBING SUPPLIER' who was 'more expensive' (twice the price?) They sent me an email with the costs of materials used $100- the only materials mentioned were NO MENTION IN THIS OF THE BUCKET WITH THE BUNNINGS LOGO.
My experience of EPSS is that they regard older people as CASHED-UP SUPERANNUANTS who are FAIR GAME, ripe for exploitation.