“We had a water leak and called them. They told me it would cost £198 to see someone after 6PM but given the level of leakage we said fine. We were told the person would come between 5 and 9. We waited. At 8:30 I called to ask when they would be coming. The person told me they had booked me in for tomorrow. This mistake in itself was unacceptable given our situation but the lady on the phone was laughing (!!!?!!!; if the company is reading this listen to your call recording). I don’t even know what to say and the grief this company’s irresponsibility has caused us. I have asked for a refund but who knows if they will even give that (I will take legal action if they don’t). This is the most shocking customer experience I have ever had. Do not trust them with your needs especially if you are facing an urgent situation.”
“Completely dishonest aircon quote - quoted for work that was not needed, equipment that was not needed and labour that was not needed. Total job was completed for £4,800 to very high standard, the quote from Pimlico was £15,000. Work assessment took around 10 minutes charged at £120. Turned out assessor didn’t really know anything about Airconditioning, just used some words they’d been told to say as they’d used them incorrectly. I’d given them the benefit of the doubt over anecdotal tails of overpricing, by getting them to quote - it’s the last time I’ll be doing that.”
“Insane pricing out of this world. They quoted us 2500 for a simple interior bathroom door: 1100 for the door and 900 for the labour (vat was 400). This is their way of turning down jobs after you pay the 100 pound visit fee. Funny enough, the 'engineer' estimated around 800 total for the job.”
“I am still following up from a very expensive botched job on 2022 - endless calls to despatch and promise to respond - latest apology and no action on march 13 - I have spent thousands over the years and the expense was until now worth the service.”
“Do not use this company!! On top of their insane pricing, their engineers are encouraged to cause or lie about further works and are penalised if they do not. Materials are marked up by 25% before VAT. You will pay well over the odds for any work conducted by this dishonest business. Do yourself a favour and call your local tradesman.”
“On 8 Feb I made an appointment with Pimlico to fix my boiler. They charged me £150 for the work. I filled out a Pimlico contact form explaining that the timer wasn’t working properly. The engineer arrived and I had to explain the problem with the timer again. He then made a phone call to someone, asking what he should do, and then told me that I would need a new timer and he would order one. There was nothing else he could do till he got the new timer. I explained that I had written all this down on the contact form, so he should have known what the problem was. Also that I had paid £150 and he had stayed for 15 minutes and not actually done any work. He said the money I had paid was a call out charge!
(The Pimlico Plumbers website clearly states on the Rates page “No call out fee”. )
I made a complaint to Pimlico’s Customer Services. Their Consumer complaint resolution policy states that We aim to respond to all complaints within 48 hours.
12 days later there was still no response. When I attempted 3 times to phone Customer Services, I was put through to the wrong department and then they hung up on me.
I sent a second complaint and then they deigned to respond to my first complaint, saying
“Please note that a call-out fee is a fee charged for the call out in addition to any labour charges for the visit. We do not charge any call-put fees, you have been charged the minimum charge of on hour for the engineer’s visit to your property, assessment, and professional advice.”
So let me get this straight. I paid £150 for the Pimlico engineer to tell me what I had already told him in writing. Because they carry no parts , I then would have to pay out at least another £150 for him to come back and actually do the job
At this point I cancelled the job.”
“On 8 Feb I made an appointment with Pimlico to fix my boiler. They charged me £150 for the work. I filled out a Pimlico contact form explaining that the timer wasn’t working properly. The engineer arrived and I had to explain the problem with the timer again. He then made a phone call to someone, asking what he should do, and then told me that I would need a new timer and he would order one. There was nothing else he could do till he got the new timer. I explained that I had written all this down on the contact form, so he should have known what the problem was. Also that I had paid £150 and he had stayed for 15 minutes and not actually done any work. He said the money I had paid was a call out charge!
(The Pimlico Plumbers website clearly states on the Rates page “No call out fee”. )
I made a complaint to Pimlico’s Customer Services. Their Consumer complaint resolution policy states that We aim to respond to all complaints within 48 hours.
12 days later there was still no response. When I attempted 3 times to phone Customer Services, I was put through to the wrong department and then they hung up on me.
I sent a second complaint and then they deigned to respond to my first complaint, saying
“Please note that a call-out fee is a fee charged for the call out in addition to any labour charges for the visit. We do not charge any call-put fees, you have been charged the minimum charge of on hour for the engineer’s visit to your property, assessment, and professional advice.”
So let me get this straight. I paid £150 for the Pimlico engineer to tell me what I had already told him in writing. Because they carry no parts , I then would have to pay out at least another £150 for him to come back and actually do the job
At this point I cancelled the job.”
“Job unfinished and customer service unprofessional. I definitely, will never use their services again. Overcharged, recommendation exaggerated, untrustworthy and glad I found a much reliable company (C Anderson and Sons). Save your money!!”
“We paid £27k for a kitchen refurbishment. When they reinstalled the cooker it did not work. They have refused to even discuss a solution with us, have ignored our polite emails and even ignored us when we finally submitted a formal complaint through their complaints procedures.”
“Had booked an engineer at 9 am.
Payed £ 145 pounds for an emergency service, as my son is with special needs and the boiler is not working since yesterday.
They were not able to say at 2.30 pm , when the engineer can come and was saying that currently there is no one in the area.So I tried another person and he was able to come and wanted to cancel Pimlico and get the money back.Now they are saying that they cannot refund the money as they don't accept cancellations.
Frauds and cheats they are.
NEVER USE THEM.”
“BE WARNED….don't go near them! COWBOYS!! Had a young guy called Jo come & quote & we paid almost £100 for the privilege! He said we needed scaffolding & would send us a quote, never heard from him again!! Waste of money & time!!”
“I usually check reviews before contacting a company but Pimlico Plumbers website looked very professional and the customer service person seemed very reassuring, so I went ahead and booked for a plumber to come out and assess what I needed done. I was told there was a £125 charge for the hour (don't recall being told to add vat on top and they could have someone come out within the hour, so I went ahead and booked. I was told there would a cancellation fee of the £150 I had just paid them. After hanging up the phone, I then checked their reviews and saw they only had a 3.2 rating so I called them back immediately (within 3 minutes of making the booking), told them I wanted to cancel, they asked the reason why, and I told them they had bad reviews. They said if I cancelled then due the cancellation terms I don't get refunded the £150 I had paid them 3 minutes ago. I think this goes to prove why they only have a 3.2 rating. As a pensioner I can't afford to lose £150, but then again, I certainly can't afford to have a company like them come into my home and scam me out of even more money when doing the work. I certainly warn people to thoroughly check them out before committing to anything.”
“Pimlico Plumbers has changed hands and not up to standard. Now rogue traders and I feel scammed. I paid almost £400 for a half an hour job after the plumber suggested additional work which was unnecessary. What should have been £8 as quoted for a part cost around £200 since they are allowed to charge 45 minutes to obtain a part even if you live two minutes from the plumbers merchant. Work was dragged out and I felt intimidated into paying an excessive bill. They do't even guarantee the work. Really dreadful experience.”
“Unfortunately Pimlico Plumbers have left me no choice but to leave a scathing review after my recent experience with them. Tom Ralls came to fix a leak into the flat below and the pipe blockage that caused it. He replaced the faulty pipe part to fix the leak but after he left the pipes were still blocked. I was told on the phone that follow-up work would be free so I booked him in again. However when he arrived he told me blockages are not guaranteed so I cancelled the job but he still charged me! PP rescinded this fee but I was still left with a frankly extortionate bill for a simple job that wasn't even completed correctly.
My sense is that Tom acted out of spite after I suggested he messed up the job. He claims he showed me the sink filling to the brim and draining before he left which is a 100% lie. PP told me he took photos of the sink draining but have ignored my request to see this evidence. Somehow according to Tom the blockage moved down the pipes during 3 days I didn't use them as I was at a wedding. I also found him lying in other ways like inflating his work hours on the invoice, which he sent to my neighbour with a slur against me to make me look bad, and he even denied a glove he left behind was his (though he took it anyway)!
I titled the review "wolf in sheep's clothing" because Tom was on the face of it very charming and professional. But it turns out he was a classic predatory salesman and saw an opportunity to try and sell a whole new kitchen to my landlady, who fortunately saw through him calling PP "a total rip-off company". Perhaps that's why he was distracted from the job he was hired for I suggested. I was just then going through a very stressful period with the death of a close friend and heavy work pressures and a wedding I was due to attend that day so I believe he saw me as a vulnerable sheep to prey on.
I would say that Pimlico Plumbers are fine to use if nothing goes wrong and you're willing to pay an overpriced fee. However if something does go wrong they will make it their business to deny responsibility. I am still shocked Tom did not have the honour to run the pipe cleaning again but left and slapped me with a £190 bill for a 5 minute visit (which he put down as 35 minutes). I have found myself considering legal action as PP are now dismissing me and I'm inspired to deliver justice. They were keen to quote their terms and conditions about not guaranteeing work but not the part about giving customers peace of mind!”
“Received a very poor service, they did not turn up when they said they would even though it was an emergency, called them because I was not in London to do the job myself. I pushed them and eventually got a visit 5 hours after they said they would arrive, eventually turned up late, tenant had to saty behind to let them in, claimed the toilet needed replacing and wanted to charge £600, said they would have to come back another time, just left the job with a leaking toilet into the shop below. Terminated them, complete rubbish service, nothing wrong with the toilet or its components, just a leaking seal on the back tank, called someone else, came out within 2 hours, fixed the problem. do not use Pimlico Plumbers, they are pretend trade plumbers who have been on a 12 week induction course, then thrown out into the field. Got the job done for £120 on the same day/evening. Cowboys!!”
“Really bad experience with Pimlico plumbers they smashed my granite worktop admitted it and now won’t pay for it saying it’s wear and tear and they aren’t insured for an item that’s worn lol seriously it’s solid stone how do u wear that down I think the fact he dropped it has something to do with the fact it’s now cracked in multiple places !!!I’ve called emailed and the customer services is appalling
AVOID AT ALL COSTS
You should have adequate insurance for ur work force and wear and tear doesn’t come into it !You smashed it pay for it !”
“Mis-leading quotes
Spent thousands to be left with issues and incorrectly fitted items
Customer Service do not follow policy and just ignore you rather than sending a professional to review . No resolution”
“£200 spent to unblock pipe last night and problem unresolved. When I asked them to resolve it, they said I’d need to pay a further £200 call our fee.”
