Pegasus Plumbing & Heating

Pegasus Plumbing & Heating, operating out of Stourport-on-Severn, presents a complex picture for potential customers, blending highly positive testimonials with some deeply concerning reports. The business, which states it is available 24 hours a day, has garnered a reputation for being exceptionally responsive in a crisis, yet questions have been raised about its aftercare service and the technical safety of its work in at least one serious instance.

A Broad Range of Plumbing and Heating Services

On paper and through customer feedback, Pegasus Plumbing & Heating offers a comprehensive suite of plumbing and heating services. Their website confirms they cover a wide area including Kidderminster, Bromsgrove, Droitwich, and Worcester. The scope of their work appears extensive, moving beyond simple fixes to encompass complex projects. Experiences shared by clients confirm their involvement in full boiler installation, complete bathroom fittings, resolving issues with leaking soil pipes, and installing underfloor heating systems. They also handle gas appliance installations, such as hobs, and general repairs. This versatility suggests they are equipped to handle jobs of varying scale and complexity, from minor leaks to significant home improvement projects. Furthermore, their website states clearly that they are Gas Safe Registered and fully insured, which is a critical credential for any professional working with gas appliances.

The Positive Customer Experience: Reliability and Professionalism

A significant portion of the feedback available for Pegasus Plumbing & Heating is overwhelmingly positive, painting a picture of a reliable and highly skilled operation. Several customers have highlighted the company's role as an emergency plumber, praising its rapid response times. In one notable case, a tradesman from the company, identified as Richard, reportedly responded to a call immediately and arrived within two hours on a Bank Holiday Saturday after the customer had been let down by another firm. This level of dependability in urgent situations is a recurring theme.

Customers frequently commend the professionalism and quality of the workmanship. Descriptions of the service include terms like "excellent installation," "tidy," "friendly," and "efficient." One client, whose trust in tradespeople had been shaken by previous poor work, noted that the plumber from Pegasus managed to rectify a multitude of issues left by a builder, including fitting three bathrooms and fixing boiler problems, all while working carefully to preserve existing tiles and minimise costs. This ability to problem-solve and correct the mistakes of others is a strong endorsement of their technical skills. The personal touch is also mentioned, with one review noting the plumber was friendly with their children and provided budget-conscious options for a boiler replacement, demonstrating a customer-focused approach.

Significant Concerns and Criticisms

Despite the glowing reviews, there are serious complaints that cast a shadow over the company's reputation. These are not minor grievances but point to significant potential issues with safety, communication, and post-installation support. It's this stark contrast in experiences that potential customers must carefully consider.

Allegations of Unsafe Installation

The most alarming report involves the installation of a combi boiler in a caravan, which was later allegedly deemed illegal and unsafe by both the park's management and an independent gas safety check. The specific claim is that the flue was fitted incorrectly, measuring just 70mm when a minimum of 250mm was required—a defect that poses a severe risk, including the potential for carbon monoxide leakage. The customer reported that Pegasus Plumbing & Heating refused to take responsibility for the error, leading to a situation where the individual faced a £2,450 bill to replace the faulty boiler, on top of the £1,950 originally paid. The customer stated their intention to report the company to the Gas Safe Register and seek legal advice. This account directly contradicts the company's advertised status as a competent gas safe registered engineer and raises critical questions about quality control and accountability.

Issues with Aftercare and Communication

A separate complaint highlights significant failings in aftercare and communication. A customer who had a new water cylinder installed found two years later that the accompanying expansion vessel was on the verge of falling off the wall. It had filled with water, becoming too heavy for its fixings. The customer claimed they were never advised that the vessel might require periodic repressurising—essential maintenance information that should have been provided upon installation. When the issue was discovered, their attempts to contact the company were allegedly met with silence for a week. Upon finally making telephone contact, they were told the plumber was busy for the next two weeks and would call back with a date, but this call never came. The precarious situation was ultimately resolved by another plumber who immediately identified the problem. This experience suggests that while the initial work may be completed, follow-up support in the event of a problem can be difficult to obtain.

Conclusion: A Service of Two Halves

In assessing Pegasus Plumbing & Heating, prospective clients are faced with a clear divide in customer experiences. On one hand, there is compelling evidence of a highly capable and responsive service that can deliver excellent results, particularly in emergencies or on complex remedial jobs. Many customers view them as trustworthy and professional local plumbers. On the other hand, the serious nature of the negative reviews cannot be overlooked. The allegations of an unsafe boiler installation and the subsequent refusal to engage, coupled with reports of poor communication and a lack of aftercare, represent significant risks. A potential customer must weigh the promise of a rapid, skilled service against the documented possibility of severe installation errors and difficulty in obtaining support when things go wrong.