Charged my mother, a single aged care pensioner with hearing loss, $3000 for supply & install of a family sized heat pump water heater five years ago. Last week when the water heater was malfunctioning she requested it to be repaired. A plumber spent four hours installing isolation taps on six internal taps, plus changed the outside tap handle to a ball valve, then charged her $1063. Didn't fix the heater but sent an electrician who said the heat pump had failed and wanted to charge another $600. Refused to pay, and after complaining was told $600 payment not required. Made a formal complaint and was told manager would contact me that afternoon or following morning. Still waiting