$3,216 for Misaligned trim kit/pipes, no plumbing tape, broken items, and missing legal paperwork.
HUGE DISAPPOINTMENT for what I paid for.
It has taken me weeks since the 9th March to decide to write this review I paid Pace Plumbing $3,216 in full on March 9th for a shower mixer replacement. While the plumbers were polite on-site, the quality of the work behind the wall was unacceptable. Despite my prompt payment, I have been ignored for over 12 business days while trying to get mandatory legal paperwork and photos. I called QBCC and we spent almost 30 minutes to search for my form 4 but nothing, putting me at risk with downstairs unit. It took me so much time to find out that the form has not been lodged in the QBCC system. Huge risk.
Misleading Promises: During the job, the plumber gave me a verbal "lifetime guarantee" on the work. However, this has proven to be completely misleading as the company has since refused to provide any written warranty or the mandatory legal compliance forms. A verbal promise means nothing when a company stops responding the moment they have your money.
Technical Failures: For a $3,000+ "expert" job, I didn't expect a leaking wall. When my tiler checked the wall, he found the board behind and underneath the spout was already soaking wet and falling apart. The plumber had skipped using basic plumbing tape on the spout connection, causing an active leak into the wall cavity. We had to take shower in the pool area while waiting for the tile man came. I was so disappointed when he showed me the wet area when we did not use the shower in the bathroom at all.
Hidden Defects: The internal pipe for the spout was installed tilted downward. It’s enough of a tilt that the shower trim kit and spout don't sit flush against the tile. It looks disconnected from the wall, and I’ve actually had to use white sealant myself just to hide the gap they left behind. They also promised "before and after" photos of the pipes, but they’ve gone silent—likely because those photos would show the crooked pipe they tried to hide. It was in my property and I deserve to know.
Property and Conduct: They broke my ceramic soap holder and threw it away without telling me until I mentioned it. That was the red flag without informing me anything during their job.
I also felt uncomfortable simply observing the progress in my own home, made to feel like a "burglar" just for being there.
Legal Issues: It’s been over 12 business days and they still haven’t lodged the mandatory QBCC Form 4. Because they’ve ignored my emails and texts, I’ve had to lodge a formal complaint with the QBCC for property damage and defective work.
Being "nice" on-site doesn't fix a leaking wall or a crooked pipe. I held up my end of the deal by paying instantly; they didn't hold up theirs.
I had such a good time today experience with Hayes company as they reported everything to me even they were hired from the upstairs unit.
I will never use this company again and I definitely will not recommend it to anyone.
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