$1850 lost in a plumbing scam—here’s what you should know before your next emergency call

When 75-year-old Melbourne pensioner Sylvie called for an emergency plumber, she thought she had found a trustworthy company online.

Three months later, $1850 gone, her daughter Colette was fighting not just for a refund—but for justice for other elderly Australians targeted in similar scams.

The experience revealed how easily a trusted Google search can turn into a nightmare for vulnerable households.

Sylvie discovered Fergusons Plumbing through a Google search, drawn by its 4.9-star rating that seemed reliable.

When the plumber arrived, they could not locate the source of the leak in her unit and instead shut off water to all 13 apartments in her building.

Yarra Valley Water later identified the problem—a leaking toilet in Sylvie’s unit—and repaired it free under their hardship program.

Australian Trades Pty Ltd, which trades under multiple names including Fergusons Plumbing, allegedly charged Sylvie $1850 for this ineffective work.

Allegations from other mainly elderly customers paint a shocking picture of overcharging.

Some were quoted $5,600 for a replacement hot water system that another plumber would have supplied and installed for $1,400.

Others were quoted $212,000 to replace a sewer pipe, while a 98-year-old war veteran was asked to pay over $31,000 to fix a toilet, completed by another tradesman for $550.

Over three months, Colette battled the company, which operated under names including Aussie Solutions Pty Ltd, Service Vic Pty Ltd, and Frontline Trading Solutions.

The company allegedly engaged in psychological tactics, asking Colette if she was 'lonely' and suggesting she 'pulled the short straw because no one else wanted to speak to me.'

When the company eventually agreed to refund $1849 in September, they attempted to include confidentiality clauses to prevent other victims from learning about the experience.

How the company operates across multiple states

Investigations reveal the company's multi-name strategy across states, making it difficult for consumers to identify the same operators.

NSW alone lists names including Andersons Plumbing Aus, Bob's Plumbing NSW, Dan's Electrical AUS, Dan's Plumbing NSW, and Lloyd's Plumbing & Gas.

Under Australia's mutual recognition scheme, a plumber licensed in one state can work in others, but a revoked licence in one jurisdiction prevents lawful work in others.

Customer reviews tell a different story from the company’s online ratings.

One review described a Fergusons plumber unable to find the problem yet recommending the entire unit be replaced for over $3000 on top of the investigation fee.

A follow-up plumber, recommended by Rinnai, diagnosed and fixed the issue in one minute, costing just over $700.

What to do if you suspect overcharging

Consumer Action Law Centre advises those overcharged to request itemised invoices, document all communications, seek second opinions, and contact state regulators if needed.

Colette emphasises supporting elderly relatives during emergency tradeswork and establishing protocols for multiple quotes and family checks before signing contracts.

Consumer Action Law Centre chief executive Stephanie Tonkin warned of the 'immense' harm caused by unfair demands, highlighting the need for state regulators to act.

The NSW investigation marks progress, but Colette stresses the need for better coordination between states to prevent companies from simply relocating operations after regulatory action.

Overcharging and scams by tradespeople aren’t limited to plumbing—mechanics can sometimes take advantage of customers in a similar way.

One mechanic recently called out colleagues after a customer felt scammed for two separate repairs, highlighting how easily trusted services can go wrong.

If you want to read another real-life example of a tradesperson taking advantage of a customer, this story shows the importance of vigilance and asking the right questions.

Read more: 'How can they scam someone like that?': Mechanic calls out fellow professionals after customer feels scammed for two repairs

Have you or a family member been overcharged by a tradesperson, and how did you protect yourself?