Metropolitan Plumbing slammed after 81yo man with dementia quoted $38k for airconditioning fix

An embattled SA company is again under fire after an elderly man with early-stage dementia was quoted a staggering $38k to fix an air conditioner. Find out why.

Metropolitan Plumbing is in the spotlight again over a quote issued to an elderly couple. Picture: Tim Joy

• ‘$32k for a $7k aircon install’

An elderly western suburbs couple were slugged with a staggering $38,000 quote to fix their airconditioning service by controversial company Metropolitan Plumbing.

When Donald and Sally Willson’s usual tradies weren’t able to fix their broken aircon, Mr Willson contacted Cyber Plumbing – part of the same business network as Metropolitan Plumbing – who charged more than $6000 for an AC service in March.

Mr Wilson, an 81-year-old retiree who suffers from early-stage dementia, paid the quote upfront before being quoted a further $32,000 to fix the system’s “main problem”.

Metropolitan Plumbing has been subject to several customer complaints. Picture: Instagram

This raised alarm bells for his wife, who alerted their daughter Hannah, 50.

She sought a second opinion from another company, who quoted less than $500 for the first service and $12,000 for the second.

“This whole situation has left me with a feeling of anxiety and a level of uncomfortable embarrassment,” Mr Willson said.

“The trades people made the situation sound a lot more serious than it was and were talking about taking down walls to get to the problem.

“I was not aware of any costs until the end and given how serious they made it sound, it was easy to be confused about the appropriate costs.

“Disgust was added to the embarrassment when the initial problem was fixed by another company for less than five per cent of what we were charged by Metropolitan Plumbing.

“Knowing that this company continues to undertake these immoral and unethical practices and is still getting away with taking advantage of vulnerable people leaves me feeling sick to the stomach.”

The Wilsons said they were “disgusted” and “embarrassed” by the situation. Picture: iStock

Along with her brother, Marcus, 53, Hannah contacted her parents’ bank to stop the payment but was unsuccessful.

Together, the siblings then filed a complaint with the company.

In email correspondence between the Willson siblings and Metropolitan Group, seen by The Advertiser, the company denied any misconduct.

But a $250 refund was offered a “gesture of goodwill”.

“At the time of the booking, quote approval, and completion of works, we were not made aware of Donald’s medical condition,” a spokesperson wrote.

“The work was only commenced after the quote was signed and approved by the customer, and our standard procedures were followed throughout.

“We understand your position, and in good faith offered a refund of $250 as a gesture of goodwill, not as an admission of any wrongdoing.”

However, they rejected the offer, saying it was a drop in the ocean compared to the $6219 their father was charged and have since made a formal complaint to both the Australian Competition and Consumer Commission and SA Consumer and Business services.

“For us, its been frustrating and devastating,” Hannah said.

“I just want to make sure this doesn’t happen to anybody else.”

Metropolitan Plumbing is currently embroiled in multiple investigations over widespread customer overcharging accusations and claims of questionable practices.

This week the state government launched a new campaign, which aims to educate consumers on tradie red flags, to better protect customers.

It follows The Advertiser revealing several cases of customers being quoted exorbitant prices for air conditioners or hot water services from Metropolitan Plumbing.

Authorities are investigating whether there have been any consumer law breaches after having received more than 100 SA complaints accusing the business – known for its distinctive electric blue insignia – of ripping off customers.

Metropolitan Plumbing has been contacted for comment.

Originally published as Metropolitan Plumbing slammed after 81yo man with dementia quoted $38k for airconditioning fix