An Adelaide-based plumbing company is facing intense scrutiny after it quoted an elderly man with dementia a staggering $38,000 to repair his air conditioner. The issue was later resolved by another provider for just a fraction of the price.
Donald Willson, an 81-year-old retiree living in Adelaide’s western suburbs, contacted Cyber Plumbing earlier this year when the air conditioning unit in his home stopped working.
Unbeknown to him, Cyber Plumbing is part of the same business group as the controversial Metropolitan Plumbing, a company already under investigation for allegedly overcharging vulnerable customers across South Australia.
Mr Willson, who has been diagnosed with early-stage dementia, was first charged over $6,000 for a service in March. Shortly after, he was presented with an additional quote of $32,000 to address what the company described as the “main problem” with the system. He paid the initial amount upfront, not realising how inflated the quote truly was.
Alarmed by the cost and the urgency conveyed by the tradespeople, who even suggested tearing down walls to access the problem, Mr Willson’s wife, Sally, contacted their daughter, Hannah. Seeking a second opinion, Hannah sourced an alternative quote from another company, which estimated the total job at under $13,000, with the first service priced below $500.
“This whole situation has left me anxious and ashamed,” Mr Willson told The Advertiser. “The way they described the issue made it seem like a dire emergency. I didn’t fully understand the costs until it was too late.”
Mr Willson added that the final repair ended up costing less than five per cent of what he was originally charged by the Metropolitan Group, further deepening his disappointment.
Hannah and her brother Marcus attempted to block the transaction with their parents’ bank but were unsuccessful. They then lodged a formal complaint with the company.
In response, the Metropolitan Group denied any wrongdoing, stating that their standard procedures were followed and that the work commenced only after the quote was signed and approved. However, they did offer a $250 refund “as a gesture of goodwill”.
The Willson family rejected the refund, calling it “a drop in the ocean” compared to the $6,219 already paid. They have since escalated their complaint to the Australian Competition and Consumer Commission and SA Consumer and Business Services.
“For us, it’s been both devastating and frustrating,” said Hannah. “We just want to make sure no other family goes through this.”
This incident adds to a growing list of complaints against Metropolitan Plumbing, a company recognised by its distinctive electric blue branding.
More than 100 reports have been made to South Australian authorities, many of which accuse the business of taking advantage of elderly and vulnerable clients through grossly inflated quotes and high-pressure tactics.
The state government has recently launched a public awareness campaign aimed at educating consumers on how to spot red flags when dealing with tradespeople. The initiative comes amid ongoing investigations into whether Metropolitan Plumbing’s practices breach Australian consumer law.
As the inquiry continues, consumer advocates are urging Australians, especially those caring for ageing parents or relatives with cognitive impairments, to seek multiple quotes, ask for written breakdowns, and remain wary of scare tactics used to push expensive or unnecessary repairs.
If you believe you or a loved one may have been misled or overcharged by a tradesperson, you can contact the ACCC or your local consumer protection agency for advice and support.
