Late one Saturday evening, whilst fixing a broken floorboard I inadvertently put a screw through one of my central heating pipes (everyone has to do this once!). With water gushing out of the pipe, I fastened the leak with an old screw and searched the internet for an emergency plumber. After a number of calls to several firms (that weren't able to send a plumber), I unfortunately stumbled upon 1st Access. They asked what the problem was, in very basic detail (i.e. a burst water pipe) and confirmed their charges £149 per half hour VAT. As this was my first plumbing 'emergency' I was keen to have the problem looked at, so agreed and a 1st Access engineer arrived an hour later.
The engineer looked at the problem and my hastily fashioned temporary fix and just seemed to complain about the state of my pipe work (he even loosened another joint that started to leak), after fumbling around the hot water tank for 10 mins, he had the solution, we needed to get to the tank in the loft. The problem being that the loft hatch is locked, and I could not gain access as I didn't have the key, he said that nothing could be done and that he would return to finish the job when I could get access to the loft (at a special rate of £79 VAT per half hour). I still needed to pay £149 VAT for his visit (where he did absolutely nothing!). He was angling for me to call him back to finish the job, or I could find a cheaper local plumber... So I did
A. If their call out staff asked some basic questions about the fault and access, I would not have had wasted my time and money geting an engineer sent out (he did nothing - just left my temporary fix).
B. There charges are excessive (compared to other firms)
C. I did not feel the slightest confidence in the ability of the plumber that was sent out
The fix took a different plumber 3 hours - at 1st Access' rates that would have cost over £1, 000 including VAT - which I find truly extortionate.
I will not be using the company again.
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