Had Ok CH experience with Mulgas previously so asked them to carry out (what was diagnosed) a basic plumbing job (replace basin tap, waste and toilet flush button).
They initially applied markup on parts of > 40% (considered “ordinary business”) and charged for parts not used, and looked to charge 3 hrs (when only 2 hrs on site) covering initial callout and return visit to fix (followed by 2 free of charge recalls to rectify poor workmanship). To compound matters, they were unable to replace flush button (wrong part ordered!) and had the audacity to quote further 1 hr if we wanted it fixed.
Response from Mulgas Ltd
Thank you for your feedback. We’re sorry to hear your experience wasn’t as smooth as we aim for, and we appreciate the chance to explain.
We apply a standard markup on parts to cover operational costs and ensure we use high-quality, reliable components. This helps ensure your repairs last longer and reduces the risk of needing further fixes down the line. We offer a one year warranty for faulty parts and provide labour to replace these free of charge labour.
Regarding the parts charged, we never charge for items that aren’t fitted — the incorrect part was actually cheaper than the correct one, so we adjusted the price accordingly.
For the time on site, our first visit charge is for up to 1 hour, and we recorded two hours on the return visit. We understand there was some confusion here, and we regret any misunderstanding.
As for the flush button, the wrong part was initially ordered, and any further visits to fit the correct part would be payable, we allowed an hour on our diary, however time spent on our return visit are charged in 15-minute increments as per our standard policy.
We always aim to provide great service, and we’re sorry that on this occasion you feel we missed the mark. Thanks again for your feedback — we’ll use it to improve moving forward!