Should your sink clog up, your pipes burst or your drain block, you will almost certainly need to get a plumber or drainage expert out in a hurry, but who would you call? The phone books are full of plumbers promising a rapid response to such problems, but choosing the wrong one could be costly.
We received complaints about one such firm, JPL Plumbing Ltd, and decided to investigate. There are several businesses sharing a similar name so let's be clear - the firm we investigated is called JPL Plumbing Ltd, their registered address is in South East London and the company's director is from Dorset. They also call themselves JPL Drains, Southampton Plumbers and Bournemouth Plumbers.
Excessive Charges
Chito Salarza from South London called out JPL Plumbing Ltd in May 2009 after the drain in his cellar blocked. JPL Plumbing Ltd sent out engineer Lee Wakelin, who explained that the job would cost £47.50 per half hour, but more if additional equipment was required. After examining the problem, Lee explained that he would need to use a jetting machine, which would cost an additional £675.50 per half hour. Chito agreed to this, believing the job would only take an hour or so.
As soon as Chito realised the work was taking longer than he expected, and the cost rising every half hour, he asked Lee Wakelin if they could agree on a fixed price. Lee told him that he could fix the price at £5980. With his cellar still flooded, Chito reluctantly agreed to this, but now realises that was a mistake.
All the experts we've spoken to are shocked by the amount JPL plumbing Ltd charged Chito. They say that the drain could have been dug up and replaced for £5980.
JPL Plumbing Ltd charge extra for any additional equipment they use, even if they carry it with them on a daily basis. Other firms do the same, although the Association of Plumbing and Heating Contractors questions the principle. Clive Dickin, the trade body's Chief Executive says, "It is not best practice to charge for the use of tools or equipment that would be used regularly for a number of different customers. However, a plumbing and heating contractor should charge if s/he has to hire a very specialist piece of equipment not on the common list of equipment a contractor would carry on the van."
Rogue Traders Sting
We wanted to see how JPL Plumbing Ltd would respond to a relatively simple blockage that could be cleared without the need for any specialist equipment. We rigged a house in Epsom, Surrey with secret cameras, and blocked the kitchen sink by stuffing solidified fat and food in the u-bend pipe. The blockage could have been cleared in 30 minutes, cost little more than a hundred pounds and require no specialist equipment. However, when JPL Plumbing Ltd engineer Lee Wakelin turned up, the charges soon escalated.
Lee wrongly told us that the blockage was beyond the u-bend and within the pipes leading to the drain. Because of this, he said he would have to use specialist equipment and a special chemical to clear it. He then dismantled the u-bend and cleared the blockage but continued to use his unnecessary specialist equipment.
Before putting together the bill, Lee Wakelin began taking an interest in the cleaning items in our cupboards. He stole dishwasher salt, and two bottles of kitchen cleaning spray, hiding them up his jumper before retreating to his van!
For a job that should have cost £100 and could have been completed in an hour, Lee Wakelin charged a massive £646.25.
Clive Dickin, from the Association of Plumbing and Heating Contractors says Lee Wakelin's actions were unjustifiable. "They bring the entire industry into disrepute. APHC would estimate that the typical cost of the job featured in the film would be around one tenth of what JPL Plumbing actually charged. We would advise consumers always to get three written quotes, ideally from a member of a respected trade association like APHC, which has a customer charter that members must adhere to, and which helps prevent incidents like this. If it is an emergency call-out, ask for a price over the phone and get it in writing when the contractor arrives. In all cases, we would advise consumers to ask the contractor to diagnose the exact fault, where possible, before starting work on any job estimated to take more than an hour to complete."
Lee Wakelin refused to comment when Rogue Traders confronted him, but JPL Plumbing Ltd sent a statement.
"JPL undertake drainage work all over the London area and have hundreds of satisfied customers.
"We provide a rapid response for our customers and charge a premium price for this level of service. Our strict company policy to all our customers is that we will always obtain their signed approval to any quoted price before any work is undertaken; all customers are free to obtain alternative quotes should they wish to do so.
"From time to time during busy periods, we out-source work to sub-contractors as was the case in this instance. We are very concerned by any complaints received and we are grateful for the information you have brought to our attention and shall be reviewing our list of suitable sub-contractors in the future."
Lee Wakelin didn't obtain our signed approval before work commenced, and we have seen evidence to suggest that he has worked for JPL plumbing for more than five years.
Download Watchdog's factsheet on how to find a reliable plumber.
Rogue flushes out dodgy plumbers
We received complaints about one such firm, JPL Plumbing Ltd, and decided to investigate. There are several businesses sharing a similar name so let's be clear - the firm we investigated is called JPL Plumbing Ltd, their registered address is in South East London and the company's director is from Dorset. They also call themselves JPL Drains, Southampton Plumbers and Bournemouth Plumbers.
Excessive Charges
Chito Salarza from South London called out JPL Plumbing Ltd in May 2009 after the drain in his cellar blocked. JPL Plumbing Ltd sent out engineer Lee Wakelin, who explained that the job would cost £47.50 per half hour, but more if additional equipment was required. After examining the problem, Lee explained that he would need to use a jetting machine, which would cost an additional £675.50 per half hour. Chito agreed to this, believing the job would only take an hour or so.
As soon as Chito realised the work was taking longer than he expected, and the cost rising every half hour, he asked Lee Wakelin if they could agree on a fixed price. Lee told him that he could fix the price at £5980. With his cellar still flooded, Chito reluctantly agreed to this, but now realises that was a mistake.
All the experts we've spoken to are shocked by the amount JPL plumbing Ltd charged Chito. They say that the drain could have been dug up and replaced for £5980.
JPL Plumbing Ltd charge extra for any additional equipment they use, even if they carry it with them on a daily basis. Other firms do the same, although the Association of Plumbing and Heating Contractors questions the principle. Clive Dickin, the trade body's Chief Executive says, "It is not best practice to charge for the use of tools or equipment that would be used regularly for a number of different customers. However, a plumbing and heating contractor should charge if s/he has to hire a very specialist piece of equipment not on the common list of equipment a contractor would carry on the van."
Rogue Traders Sting
We wanted to see how JPL Plumbing Ltd would respond to a relatively simple blockage that could be cleared without the need for any specialist equipment. We rigged a house in Epsom, Surrey with secret cameras, and blocked the kitchen sink by stuffing solidified fat and food in the u-bend pipe. The blockage could have been cleared in 30 minutes, cost little more than a hundred pounds and require no specialist equipment. However, when JPL Plumbing Ltd engineer Lee Wakelin turned up, the charges soon escalated.
Lee wrongly told us that the blockage was beyond the u-bend and within the pipes leading to the drain. Because of this, he said he would have to use specialist equipment and a special chemical to clear it. He then dismantled the u-bend and cleared the blockage but continued to use his unnecessary specialist equipment.
Before putting together the bill, Lee Wakelin began taking an interest in the cleaning items in our cupboards. He stole dishwasher salt, and two bottles of kitchen cleaning spray, hiding them up his jumper before retreating to his van!
For a job that should have cost £100 and could have been completed in an hour, Lee Wakelin charged a massive £646.25.
Clive Dickin, from the Association of Plumbing and Heating Contractors says Lee Wakelin's actions were unjustifiable. "They bring the entire industry into disrepute. APHC would estimate that the typical cost of the job featured in the film would be around one tenth of what JPL Plumbing actually charged. We would advise consumers always to get three written quotes, ideally from a member of a respected trade association like APHC, which has a customer charter that members must adhere to, and which helps prevent incidents like this. If it is an emergency call-out, ask for a price over the phone and get it in writing when the contractor arrives. In all cases, we would advise consumers to ask the contractor to diagnose the exact fault, where possible, before starting work on any job estimated to take more than an hour to complete."
Lee Wakelin refused to comment when Rogue Traders confronted him, but JPL Plumbing Ltd sent a statement.
"JPL undertake drainage work all over the London area and have hundreds of satisfied customers.
"We provide a rapid response for our customers and charge a premium price for this level of service. Our strict company policy to all our customers is that we will always obtain their signed approval to any quoted price before any work is undertaken; all customers are free to obtain alternative quotes should they wish to do so.
"From time to time during busy periods, we out-source work to sub-contractors as was the case in this instance. We are very concerned by any complaints received and we are grateful for the information you have brought to our attention and shall be reviewing our list of suitable sub-contractors in the future."
Lee Wakelin didn't obtain our signed approval before work commenced, and we have seen evidence to suggest that he has worked for JPL plumbing for more than five years.
Download Watchdog's factsheet on how to find a reliable plumber.
Rogue flushes out dodgy plumbers