Aussie dad slugged nearly $1400 for 13-minute plumbing 'fix' - and it's not an isolated case

When Jonathan Rochwerger heard water gushing from his outdoor tank on a Saturday evening, he thought he was facing a major plumbing disaster.

Thirteen minutes and nearly $1,400 later, he discovered the real disaster was the bill itself.

The 39-year-old Caulfield father's experience with an emergency plumber has become a cautionary tale about predatory pricing in the trades industry—one that particularly targets vulnerable customers dealing with urgent home repairs.

A simple fix becomes financial shock

It started like many plumbing emergencies do. Rochwerger found his water tank 'spouting' around 7pm on a Saturday night last month. With his regular plumber unavailable, he turned to Google and found 'Ben's Local Plumbing,' which boasted a 4.9 out of 5-star rating.

The plumber who arrived painted a picture of complex work ahead. 'He was mentioning things like, 'I have to decommission the whole water tank and then recommission it,'' Rochwerger recalls. 'It sounded like quite a big job... I thought it would be at least two or three hours.'

The invoice—for $1371.50 including an $180.91 emergency callout fee—came with a demand for upfront payment before any work began. With children going to bed and water still flowing, Rochwerger reluctantly paid.

The plumber's casual comment afterwards - 'Now I can go back and watch the footy' - only added insult to injury.

What should emergency plumbing actually cost?

Research shows that in Melbourne, standard plumbing rates typically range from $80 to $150 per hour, while emergency plumbers might charge between $150 and $250 just for the callout, plus their hourly rate.

For basic repairs like fixing leaks, the average cost should be between $60-$140. Even factoring in emergency rates and weekend surcharges, Rochwerger's 13-minute job should have cost a few hundred dollars at most—not nearly $1400.

To put this in perspective, the plumber effectively charged about $6,330 per hour—more than 40 times the typical emergency rate.

A pattern of predatory pricing

Rochwerger's experience wasn't unique. Online reviews revealed a pattern of similar complaints against the same company, which operates under multiple business names including Ben's Local Plumbing, Quest Plumbers, and Anytime Emergency Plumbers.

'They charged me nearly $1500 to stop a leaky valve temporarily and were at my property less than 30 minutes,' wrote one customer on Product Review.

Another described being quoted $730 upfront, only to be told after 10 minutes that the job 'can't be done' unless they paid an additional $950.

A third customer shared how they were quoted $1400 for a broken outdoor pipe, but 'told them to get lost' and had another plumber complete the work for $300 an hour later.

How these scams work

Consumer advocate Adam Glezer, representing Rochwerger, identified several red flags in the transaction:

'I can't understand why Jonathan was required to pay upfront before any work was completed,' Glezer said. 'Invoices should reflect services already rendered—not anticipated ones.'

The tactics used are particularly effective against customers facing genuine emergencies:

• Inflated complexity: Making simple jobs sound complicated and time-consuming
  
• Upfront payment demands: Requiring full payment before work begins
  
• Multiple business names: Operating under various identities to avoid negative reviews
  
• Emergency pressure: Exploiting customers' urgent need for repairs

Consumer protections and where to get help

In Victoria, legitimate plumbers must carry identification cards and provide compliance certificates for work costing more than $750. However, the current regulatory framework has gaps.

The Victorian Building and Plumbing Commission can only act on complaints about work quality, not pricing practices. Consumer protection falls under Australian Consumer Law, which prohibits misleading conduct and unconscionable behaviour.

Consumer Affairs Victoria advises anyone facing unfair business practices to report them immediately. Earlier this year, they issued warnings about similar companies after receiving dozens of complaints.

Protecting yourself from plumbing predators

For seniors, who may be particularly vulnerable to high-pressure sales tactics during emergencies, here are practical protection strategies:

Before the emergency:

• Research and save contact details for reputable local plumbers
  
• Ask friends, family, and neighbours for recommendations
  
• Check the Victorian Building and Plumbing Commission website to verify licences

During an emergency:

• Get quotes from multiple plumbers if possible
  
• Never pay the full amount upfront
  
• Ask for a breakdown of costs before agreeing to work
  
• If something feels wrong, trust your instincts and seek a second opinion

After questionable service:

• Document everything, including photos and receipts
  
• Report incidents to Consumer Affairs Victoria
  
• Consider disputing charges through your bank if paid by card
  
• Leave honest reviews to warn others

The industry responds

The plumbing industry itself recognises the problem. Many legitimate operators offer fixed pricing, $0 callout fees, and transparent quotes to distinguish themselves from predatory competitors.

Some Melbourne plumbing companies now advertise '$0 callout fees' and 'fast response times' specifically to counter the reputation damage caused by these practices.

What happened next

Rochwerger's attempts to contact the plumber after the job proved futile—a common experience according to other customers. Phone calls went unanswered, and promised callbacks never materialised.

His regular plumber later estimated the job should have cost 'about $800 for everything' - still a significant difference from the $1371.50 he paid.

The company, Plumbing Point Pty Ltd, did not respond to requests for comment from the original news report.

A growing problem

Rochwerger's case isn't isolated. In August, NSW authorities suspended licences held by another company after it allegedly quoted a 98-year-old war veteran more than $31,000 to fix his broken toilet.

These cases highlight a troubling trend of operators targeting vulnerable customers during stressful situations.

Moving forward

Consumer advocates are calling for stronger regulations to address pricing transparency in emergency trades. This could include requirements for written quotes, cooling-off periods for high-value emergency work, and clearer disclosure of total costs.

Until then, the best protection remains being informed and prepared. As Rochwerger's experience shows, a few minutes of upfront research could save thousands of dollars and considerable stress.

'It just felt kind of misleading, taking advantage,' Rochwerger said—a sentiment that resonates with many Australians who've found themselves in similar situations.