If you're not happy
We always endeavour to meet and exceed your expectations. But our team are human beings, and sometimes we miss the mark. What matters to me is what happens next, because that's the bit most people have been burned on before.
So here's exactly what happens.
You tell us, once.
Call 1300 664 932 or email contact@fixitrightplumbing.com.au. You don't need to work yourself up to it or have your argument ready. Just tell us what's wrong. You won't get passed around, and you won't have to explain it again to the next person, because it's written down the first time.
You get a call back within 60 minutes.
From our service manager or a team leader, during office hours. Not a text saying we've received your enquiry. An actual phone call, and they can make a decision and spend money to fix it. The waiting around not knowing if anyone's read it is the worst part, so we take that bit off you straight away.
We find out what actually happened.
They'll listen to you first, properly, before we start explaining ourselves. Then we pull up the job notes and the photos from the day and talk to the plumber who did the work. If it needs eyes on it, we come back out and look. Sometimes we find we got it wrong. When we do, we say so.
We put it right.
Our labour is guaranteed for 10 years, in writing, on every job. If a part fails, it's covered by its warranty and we replace it. If the fault is ours, you don't pay twice.
That's what Fixed For Good means, and it's the reason I built the business the way I did.
You hear how it ended.
The same person who called you rings back and tells you what we found and what we changed. If it came down to how we do something, it goes into the training we run every week, so the next customer doesn't get the same problem. Then it's closed, and you're not left wondering.
What the guarantee doesn't cover
Tapware servicing and other things that wear out with normal use, and damage from misuse, like items put down a drain. If that's what we find we'll tell you straight, show you why, and quote the repair.
How we'll treat each other
Being annoyed is fair enough. If a job has gone wrong you're allowed to be angry about it, and you won't get a worse outcome for saying so plainly. We'd rather you told us exactly how you feel than sat on it and left us guessing.
We also know it rarely gets to that point for no reason. If you've waited around, taken time off work, or paid for something that didn't hold, of course you're frustrated. Most people who ring us upset have had a bad run with a trade before and are expecting to be fobbed off again. We understand that, and we don't hold it against anyone.
What we won't accept is abuse of our team. Swearing at them, threats, or anything discriminatory. The person you're speaking to is on your side. They're the one getting it sorted for you.
If a call goes that way we'll end it. Your complaint doesn't disappear when that happens. We'll put it in writing and keep working through the same five steps, we just won't do it while someone's being abused.
What every job comes with
$0 call-out. We come out and look things over. If you don't go ahead, you don't pay.
Three written quotes. The first gets you out of trouble, the last takes care of everything the whole-home check found, and there's one in between. All of them are proper fixes.
Fixed For Good. Done properly the first time, triple tested before we leave, and backed by a 10-year workmanship warranty.
Fix-It Now - Pay Later
12 months, no interest, nothing to pay
Get it fixed today, on any job, and make your first payment in a year. It's there because a burst pipe doesn't wait for payday, and neither should the repair.
*Eligible jobs. Terms, conditions and credit approval apply.
The same plumber, start to finish
The plumber who comes out and works out what's wrong is the one who fixes it, and he stays with your job from start to finish until it's done properly, top to bottom. We don't send one person to look and another to do the work, and we never pull your plumber off your job to chase the next call. Not many plumbing companies anywhere are that strict about it, and it's why the job gets done right the first time.
