On Saturday 28 November 2020 a technician from the Fawcett Group worked to fix a water leak in my Bonaire Integra evaporative air conditioner. He said he found a small hole in a 6 mm pipe, put in a joiner, and then attempted to charge $356 for his work. Luckily, when the technician arrived I switched on a timer because weekend rates are quite high. When shown the timer he backtracked and reduced labour fee by $66. He also refused to accept the Fawcett Group ‘advert’ I had that says “you get $ 50 off every time you use any of our services". His explanation was “it is not valid on weekends”. A few days later the air conditioner was used. It did not cool properly and made a whistling/hissing noise, audible inside the house when on low fan speed. This prompted us to have a look at the air conditioning unit. We saw one set of pads left on the roof next to the unit and a hole on one side of the unit where the pads should have been: the technician did not put back the part of the air conditioning unit back after he dismantled it to diagnose the problem and carry out the repair. I informed the Fawcett Group, in writing, about this issue and also expressed my disappointment with the technician's behaviour and the amount I was charged. They sent a staff member who fixed the pad, but did not provide any response about other matters. 7 weeks later, on 21 January 2021, the water leak re-occurred. The Fawcett Group were informed and sent another technician to look at it. He acknowledged the problem was again with the 6 mm pipe. He said the pipe was so worn out that it could not be repaired and needed to be replaced. This pipe was in use for about 12 years and it is reasonable to say it must have shown the same signs of deterioration on 28 November 2020, but was not replaced. The cost for that repair was $ 242.99. That technician also refused to accept the Fawcett Group ‘advert’ I had that says you get $ 50 off "every time you use any of our services". Further, the Fawcett Group advertise on their website that they do not charge a call out fee. But they quote $150 for the first 30 min and $44 for every extra 15 min and, in addition, don’t say these amounts are not GST inclusive. Needless to say, it was very disappointing to pay twice ($532.99 in total!) for a simple problem to be fixed. It was equally disappointing to deal with misleading advertising and dishonest behaviour. On 25 January 2021 I called the Fawcett Group and spoke with their staff member. He listened to my complaint and said [Removed word] will call me to discuss how to rectify the situation. [Removed word] never called. This review was provided to the Fawcett Group for their comment on 3 February 2021. No response was received.

Approximate cost: $532