Verified Company
Beware..
I’d be very cautious about agreeing to work being carried out by MPW.
I originally requested a quote and was told labour would be £100 + VAT for the first hour, reducing to £80 + VAT thereafter, excluding the cost of any parts.
After the engineer attended, I received a call advising the total would be roughly £250, which I agreed to. However, when the invoice arrived, it simply stated “attended toilet issue” with a charge of £260 and no further detail.
What makes this even more frustrating is that the engineer was only at the property for around 30 minutes to complete the work, so based on the rates I was originally quoted, I appear to have been overcharged by at least £100.
I requested a breakdown so I could understand the labour and parts costs, but Kelly advised this wasn’t possible and said that because I had agreed to the amount at the time, “it is what it is.”
I find this completely unfair. Being refused even a basic breakdown makes it feel as though extra charges have been added on top of the original estimate.
It’s disappointing because Kelly was extremely pleasant when providing the quotation, but very dismissive when I later asked for clarification on the invoice.
Reply from MPW Group
2026.05.19
Good evening Ben.
Firstly, thank you for your feedback and your dissatisfaction in our services, where do i start?
Being a Bristol based company and you being located over 40miles away we attended to carry out repairs to your faulty toilet, when my engineer arrived he found the fault and discussed with you that parts were needed, it was explained to you that parts were required and that we would source and come back to you with a cost and that this visit would be FOC as a goodwill gesture as we were not there long (Exc time travelled) but this is the type of service we provide at Mpw.
You were contacted several hours later with a costing to which you agreed, this has been clearly stated in your above message, materials were ordered and we had to wait sometime for delivery, even though you chased me about when the parts would arrive, i discussed that as soon as the parts were in stock that i would send an engineer immediately to fix your toilet, once again with the great service Mpw provides are promise was once again delivered.
Now after 4 days of an overdue invoice for the agreed amount you decide that this is too much and you will not pay, the invoice for the sum of £259 and pennies, you think is unfair and want to pay £160.00, the amount of wasted admin time you have taken from my office team today is completely unacceptable and as you have made it very clear in email communication that the outstanding invoice full amount will not be paid.
It’s a shame that every now and then we end up providing are great services to such a person, the damage you create to small buisnesses is something you will clearly never understand.
My response to this will be to make sure what ever legal cost i have to spend i will to recover monies owed to Mpw Group.
I will also be making sure that all my connections with in the construction industry is aware of your behaviour and to give a wide birth.
Mpw Group is a company with a long list of great reviews and consistently go out of are way to support all existing & new customers, its just a shame people like yourself exist.
Firstly, thank you for your feedback and your dissatisfaction in our services, where do i start?
Being a Bristol based company and you being located over 40miles away we attended to carry out repairs to your faulty toilet, when my engineer arrived he found the fault and discussed with you that parts were needed, it was explained to you that parts were required and that we would source and come back to you with a cost and that this visit would be FOC as a goodwill gesture as we were not there long (Exc time travelled) but this is the type of service we provide at Mpw.
You were contacted several hours later with a costing to which you agreed, this has been clearly stated in your above message, materials were ordered and we had to wait sometime for delivery, even though you chased me about when the parts would arrive, i discussed that as soon as the parts were in stock that i would send an engineer immediately to fix your toilet, once again with the great service Mpw provides are promise was once again delivered.
Now after 4 days of an overdue invoice for the agreed amount you decide that this is too much and you will not pay, the invoice for the sum of £259 and pennies, you think is unfair and want to pay £160.00, the amount of wasted admin time you have taken from my office team today is completely unacceptable and as you have made it very clear in email communication that the outstanding invoice full amount will not be paid.
It’s a shame that every now and then we end up providing are great services to such a person, the damage you create to small buisnesses is something you will clearly never understand.
My response to this will be to make sure what ever legal cost i have to spend i will to recover monies owed to Mpw Group.
I will also be making sure that all my connections with in the construction industry is aware of your behaviour and to give a wide birth.
Mpw Group is a company with a long list of great reviews and consistently go out of are way to support all existing & new customers, its just a shame people like yourself exist.
