Metropolitan Plumbing inquiry goes nationwide as more horror complaints emerge

As authorities across the nation investigate the embattled Metropolitan Plumbing, widower Jill reveals she paid a staggering amount for a hot water system.

Jill at her home in Brighton. Picture: Ben Clark

The crisis engulfing one of the state’s biggest plumbing companies has escalated as authorities investigate the embattled company nationwide and more customer horror stories emerge.

South Australian and federal consumer watchdogs are investigating more than 100 complaints against Metropolitan Plumbing, and dozens of its national subsidiary brands.

Consumer Business Services is liaising with interstate authorities over complaints against the company, which David John Ellingsen, 57, Springfield, operates with his wife.

It is understood Victorian and Queensland regulators are sharing complaints and other intelligence as the Australian Competition and Consumer Commissioner continue to investigate.

Business records show Natalia Kate Ellingsen, 48, is sole director of Metropolitan’s current parent company, Plumbing & Gas Pty Ltd, which has 45 different ­national brands.

Her husband’s company is being investigated after his former business, Gas and Plumbing Australia Pty Ltd, collapsed last year with more than $16m in debts.

Scores of horrified customers have told of their fury with the company and brands including Cyber Plumbing, Mr Emergency, Female Choice Plumbing, Plumber Near Me, Upside Down.

Widowed 78-year-old Jill was charged nearly $25,000 to replace a hot water system after she contacted Metropolitan to fix faulty power outlets on December 4, 2024.

The Metropolitan technician identified the hot water system as the source of the problem at her Brighton residence.

“He told me I’d need a new hot water system — I didn’t expect 24 hours later I’d be charged $25,000 and have my garden and driveway dug up,” the widow said.

“They were telling me bit by bit what they were doing and what had to be done.

“They just kept adding new things and it kept going.”

The Metropolitan Plumbing building in Glen Osmond. Picture: Tim Joy

Eventually Jill said she was charged $24,738 in total, paid in three instalments over 24 hours — $2328, $14566 and $7844.

“I still can’t believe that water system costs me $25,000,” she said.

Jill’s son and daughter sought alternative quotes, claiming other quotes came in at least $9136 less.

The actual Rheem system alone cost Jill $4590, with her children finding the same model retailing for $930.

Jill’s daughter Sharon said she did not “understand how and why (Metropolitan) undertook major plumbing works to rectify an electrical complaint”.

Northern suburbs Mother-of-four Brooke Maynard, 35, experienced every parent’s nightmare — sweltering through a hot day without air conditioning.

Ms Maynard, a psychology student of Paralowie, chose Air Con Service Near Me, a subsidiary company of Metropolitan to fix the issue in November last year.

She said a technician arrived and within 20 minutes had told her she had two options – fix the unit for $4839 or, replace the unit for $8249.

“He pushed that they could start fitting the new unit that afternoon and have a working air conditioning system by 7pm that night,” she said.

“The heat plus the kids nearly drove me to breaking point — I would’ve done anything for airconditioning.”

Ms Maynard said she was fortunate to call her father who urged her to abandon the quote before another local manufacturer sourced the part and fixed the unit for $750 within days.

A spokeswoman for Consumer Minister Andrea Michaels, who has raised “serious concerns” about company complaints, said SA works “closely” with interstate agencies and shares information, including in the Metropolitan investigation but there was no joint investigation.

A Consumer Affairs Victoria spokesman said it took reports “very seriously”.

“We are aware of reports about this business and encourage any Victorian consumers with concerns to contact us for assistance,” he said.

A Queensland Office of Fair Trading spokeswoman said the majority of “recent” company complaints were resolved through conciliation.

“We are aware of concerns in relation to Plumbing & Gas Pty Ltd and related companies and will continue to monitor these matters,” she said.

“(We) liaise with our counterparts in other states and territories, to ensure Queenslanders’ consumer rights are protected and enforced.”

The Ellingsens did not return calls or respond to other inquiries while there was no answer at various properties linked to them.

Editor’s note: Air Con Serve, Adelaide, is not associated with Metropolitan Plumbing.