“I had a boiler service and was told a gasket needed replacing. I asked the engineer to replace it and he went to get the part. He did not reduce the charge for the considerable time he was absent and I paid without checking times properly.
When I phoned to complain I was told his vehicle tracker showed he had been away fromy property for 40 minutes. I believe he was absent from my flat for more like 75-90 minutes. There should have been a reduction in cost for this.
The customer service woman who phoned me back was unresponsive and had no time at all for my story.
My experience is that if you have a fixed-rate boiler service with this company (which I won't again myself) do not get them to carry out any additional work needed as you may be overcharged.”
“I use this company as it’s quick to turn up, reliable and professional. You know you are going to get a 5 star job with 5 star service. Hence my review score.”
“I had an experience with Pimlico Plumbers recently that I found bizarre. We had a leak from a shower on the first floor; water was coming through the ceiling into the kitchen on the ground floor below. I mailed Pimlico asking them to take a look.
When Pimlico has called in the past, they have cured the relevant problem and then recommended some kind of ancillary work. And as long as the main job has been done, I have gone along with this; a plumber needs to earn where he can, just like the rest of us. It may even be helpful; I have to take their word for it.
They came soon and went to work while I was at the office. My wife gave them the number to call me at work so that the plumber could recommend his extras, which involved some kind of new pipe above the kitchen. As usual I said, yes, go ahead.
When I arrived home from work I read the description of what Pimlico had done and saw the bill, which came to around £2,300. There was no mention of fixing any leak. There had been some sealing work done in the shower and a new pipe over the kitchen but nothing that looked like they had attempted to cure a leak. A couple of days later I sent Pimlico a video of water streaming through the kitchen ceiling.
A senior individual visited and appeared to me concerned. Next he bought a plumber to run some tests. This came up blank; they were unable to determine the cause of the leak. They said they would have follow up with a trace and access and that would cost £3,000 but, given what had gone on before, Pimlico could consider a discount on further work. I discussed that with my insurance company, who said that sounded rather expensive and they would expect the price to be in the £300 to £400 range.
I then called Plumb London. I paid a little around £120 for one of their plumbers to look at the leak and diagnose the problem. The diagnosis was in line with what the insurance company had guessed it would be, just by listening to my description of the problem over the phone.
Curing and restoring involved pipe and tap work, removing tiles and retiling, sealing and grouting, followed by installing new shower screens. This came to around £2,000. Had I continued with Pimlico, I would have been paying over £5,000 before any work on a leak had been started.
There have been no problems since. Plumb London also fixed the new pipe above the kitchen that Pimlico had installed but was leaking.
Pimlico tell me that I do not have a complaint because the work was “authorized” and they had offered a discount on future work. It seems easy to offer a discount when your quote is many multiples of the market price.
My objection remained that I had not called them to carry out the work of their choice; that ancillary business has to be earned; and that whatever work they did in the shower was of no value to us because we had to undo it to fix the leak. I wanted my money back.
The last mail I had from Pimlico gave a version of events that I saw as incorrect. I have gone back with corrections. I am happy to continue discussions with Pimlico but Pimlico has stopped responding.”
“We had Robert Griffiths on the 17th of Feb 21. He came
to work on my immersion heater and did a very professional job. He explained everything clearly and
was extremely helpful. A very nice man. Wouldn't hesitate
to use him again. You can rely on Pimlico Plumbers to
do a good job. Marie”
“I called Pimlico Plumbers as I needed someone to service my boiler. The helpdesk was super reactive and professional. The engineer, on the contrary, was a disaster: first thing he asked to view the user manual, which we didn't have. He was staring at that thing like it was the first time he saw one... Then he played a YouTube video to see how to service the boiler............. I called the helpdesk complaining about that, but I was told that it was impossible as their engineers were all super professional... I wish I had filmed that!
So, he left saying that he found an air gap issue, but he rectified it and, quote, "any further issues with internal air gap, further investigation required at the hourly rate".
The next morning, at 5am, the heating system kicked in and woke us up making a dreadful noise, gurgling, bubbling for almost 30 minutes! For the entire period of our holidays, every morning it was the same "concert".
I eventually wrote Pimlico Plumbers, but they've never doubted for a second that their engineer was the best, that he carried out a marvellous service and that the issue was pre-existing... Total denial! The boiler was working like a swiss watch before but after the King of Plumbers job, we now live with a mumbling cylinder that wakes us up every single morning.
Unreliable, unprofessional, uncaring, irresponsible, in denial, to avoid like the plague! Paid £138 for breaking my boiler, now I have to look for someone else and pay to rectify a problem that wasn’t pre-existing.”
“We asked Pimlico to check our boiler back in March. We picked Pimlico because of all the great reviews that can be found on other websites... The plumber was really nice and professional, and we made the mistake of trusting what he said. He said that we needed to replace the boiler, suggested a brand new boiler he had available. And we agreed. Things went bad on the very same day but we gave them the benefit of the doubt. Things were meant to be sorted out the day after. Except that of course they weren't and 7 months later, the boiler is still not working right, is costing us so much money to barely warm up the flat.
We paid full price, and so expensive it was as well, in the hope that it would be dealt with quickly, that the service and the quality would be brill.
7 months later, the matter is still not resolved. The brand new boiler provided by Pimlico has had 3 faulty parts already.
We have to keep chasing and chasing as they forget about us every time we stop doing so.
We learned from the boiler provider (which is currently refusing to validate the warranty because of something that Pimlico did) that the boiler that Pimlico gave us back in March was a 3Y old model, so much for brand new top price eh...
Please be smarter than us and don't be fooled by Pimlico, they do look the part, but that's all they do, stay well away.
We communicated with Pimlico through emails and phone calls, they can respond very fast like 1h, or not until they are chased a couple of weeks later.”
“Extremely poor and expensive service!!! We have paid over £1000 to Pimlico Plumbers to be left with the very problem they were called out (twice) to fix. We have had to call another company and they have fixed the issue in one visit.
Not only have we paid an insane amount of money to Pimlico Plumbers over two visits, when we have then called an alternative company to rectify the issue (which they did) we have been shown the appalling job Pimlico had carried out, whilst "attempting" to fix the issue.
Additionally, the plumber from Pimlico spent 50% of his visit talking, going back and forth to his van and generally wasting time and then left the house with the problem still not fixed! My complaint to Pimlico has been responded to with an apology and an offer to discount any future call out. Absolutely not good enough!!
Pimlico were paid (amongst other things) to install a "rodding eyelet" to allow rodding to an exterior pipe. When Inspected by another plumber after Pimlico left the house with the problem still not fixed (and £1000+ bill!!) we were extremely shocked to find the rodding eyelet/access had not been drilled through properly and simply covered with fernco coupling - see pictures.”
“I’ve given Two stars as the two times I’ve used this company the engineers have been polite and professional so it’s no reflection on them at all. It’s the company and it’s clear ethos which is clearly the problem. I went to this company because I thought I couldn’t go wrong, paying a premium but none the less at least I could be sure I wouldn’t be messed around. My problem was a rip in washing machine seal. As mentioned on the phone it was visible and the only problem. They told me the engineer as with all trades has to make an assessment. No problem. He arrived and writhing 30 seconds confirmed the problem then to tell me the seal could take up to 5 days to arrive. I have a 10 month old baby and a week of washing. So Pimlico plumbers think it totally acceptable that in the middle of a crisis people pay £100 for a 30 second diagnosis and then wait the necessary time and pay another £100 plus parts a total in excess of £260 for a split in a washing machine seal. When I rang back to say it would be helpful to mention whilst waiting days for an engineer to order the part if you know what it is so that in for the rest of the 59 minutes 30 seconds I’ve paid for aside from the diagnosis work could be carried out I got a two minute plus rant down the telephone. The complaint got passed to there department to deal with and I got generic emails with the same shpeal and telling me had they of mentioned to maybe order the part to save another £100 call out fee and 2 weeks worth of baby washing on a London lockdown it may have been wrong part and lead to another complaint. It wouldn’t as I’m not sure if they know but you can return parts very easy. Do your self a favour.. research what’s wrong with your appliance, order the parts from manufacturer and call an independent contractor not these guys who are out for the extra hour fee and not the long term business! £260 plus for a door seal.. I’ve ordered it from the manufacturer and I’ve got an independent fitter coming for half the price!”
“They have offered me fantastic service.
I was awoken in the early hours of a Tuesday morning with the sound of a drip drip drip from my ceiling.
To my horror I had a leak. My first thought was the water tank in the loft. I called Pimlico was greeted by a lovely man who answered the phone very promptly.
He made me feel at ease and within the hour I had a plumber attend who confirmed that a valve had given way on the tank.
Luckily he had one in the van and within an hour, the replacement was done.
Very well done Pimlico.”
“I required assistance over christmas hanging christmas lights on my guttering. This was too high for me and i didnt have the ladders.
Adam from pimlico plumbers came and installed them very quickly. I didn't have the hassle and the family were pleased.
Thank you and happy new year.”
