When Colette Leber’s elderly mother was hit with an $1850 bill from a plumbing company that failed to identify the source of a leak and instead shut off water to every apartment in the building, she was stunned.
That shock soon turned to “rage” as she spent three months trying to recover the money on behalf of her Melbourne-based mother, 75-year-old pensioner Sylvie.
The company advertises its services through Fergusons Plumbing but also trades under multiple different names.
Ms Leber later discovered the same plumbing business is under investigation in another state following dozens of complaints that led the NSW Building Commission to suspend its licence – a decision that was later challenged and temporarily stayed.
The company told news.com.au the suspension was withdrawn on 15 September 2025, before any independent assessment of the decision could take place.
In one instance, the company allegedly quoted a 98-year-old war veteran in NSW more than $31,000 to repair a broken toilet – a job another tradesman reportedly completed for just $550.
For Ms Leber’s mother, the ordeal began in June when she received an unusually high water bill. Yarra Valley Water advised that a leak was likely.
“So she freaked out, she did a Google search for a plumber and called around and none of them could come out for an emergency right then,” Ms Leber told news.com.au.
“It was a Friday mid-afternoon and she found Fergusons Plumbing – they had a 4.9 rating and seemed trustworthy.”
When the plumber arrived, they failed to locate the leak.
Ms Leber claims her mother was then told specialist leak detection was required – at a cost of several thousand dollars.
Later that day, emails began circulating among the 13 apartment owners, asking if anyone’s water had been turned off.
“So what we discovered, the plumbing company that came didn’t even identify mum’s water meter. They found the building water meter, did a test and couldn’t find the leak and turned off the whole building water meter,” Ms Leber said.
An email from Yarra Valley Water, seen by news.com.au, confirmed that an assessor arrived the following day to find the main water meter switched off.
“The assessor turned the water back on from the tap at the main meter and water was then restored to the properties,” the email stated.
Yarra Valley Water later found Ms Leber’s mother had a leaking toilet, which they fixed free of charge through their hardship program.
What followed was a three-month struggle for Ms Leber, who said she was “drained” by the repeated calls and emails to the plumbing company – contacting them under names including Aussie Solutions Pty Ltd, Service Vic Pty Ltd, and Frontline Trading Solutions – in an effort to secure a refund.
At one point, she claims a company representative asked if she was “lonely” and if that was why she kept calling. In another call, she was allegedly told an employee had drawn “the short straw because no one else wanted to speak to me.”
Over the following months, multiple refund offers were exchanged.
Eventually, the company agreed to refund the full $1849 at the end of September – but Ms Leber claims the payment came with a condition.
“They refused to give refund until the bitter end and didn’t even admit fault – it was a goodwill refund,” she said.
Ms Leber, who works as a social worker, expressed concern about businesses attempting to silence customers as part of refund agreements.
“I felt like my soul was being drained through the whole process … I feel like I was going mad but I was like I can’t let [the company] get away with it. This is absolutely horrific. I’m so sad and I’m so upset.”
The company declined to address the allegations, stating it was unable to comment due to “confidential terms of settlement.”
The NSW Building Commission confirmed it is investigating the company and its director, Charbel Alha, over alleged repeated breaches of obligations under the Home Building Act and Australian Consumer Law.
A commission spokesperson said it had received 62 complaints relating to Australian Trades Pty Ltd, which trades as Fergusons Plumbing, during the last financial year, along with five new complaints this year.
The allegations include misrepresentation, overcharging for emergency plumbing services, use of unfair contract terms, and offences related to Home Building insurance.
“Under powers in section 23 of the Home Building Act 1989, Building Commission NSW can issue public warnings where it is satisfied a business or licence holder poses a particular risk to consumers,” the spokesperson said.
In NSW, the company operates under Australian Trades Pty Ltd and other associated names, including Andersons Plumbing Aus, Bob’s Plumbing NSW, Dan’s Electrical AUS, Dan’s Electrical NSW, Dan’s Plumbing AUS, Dan’s Plumbing NSW, Lloyd’s Plumbing & Gas, and Willson’s Plumbing NSW.
Ms Leber said she was fortunate to have the skills and persistence to advocate for her mother but fears for other vulnerable Australians.
“It’s a big problem that the company is under investigation in NSW but still able to operate in Victoria,” she said, calling for a national approach to consumer protection.
Consumer Action Law Centre, which has assisted Ms Leber, said state regulators must step in when there is clear evidence of misconduct.
“Ordinary people have neither the knowledge or the time to pursue regulator complaints themselves, they need help and support. The harm we hear about when families are hit with these unfair and unreasonable demands is immense,” said chief executive Stephanie Tonkin.
A Victorian Building and Plumbing Commission spokesperson said that under mutual recognition laws, a plumber’s licence in Victoria depends on the status of their licence in the issuing state.
“Should a practitioner who is licensed in Victoria under the scheme lose their licence in the state of issue, they would no longer be able to lawfully undertake licensed plumbing work here,” the spokesperson said.
Consumer Affairs Victoria declined to confirm whether any complaints had been received.
Charbel Alha, owner of Fergusons Plumbing, did not respond to requests for comment.
Images: Shutterstock
