How to spot a reliable plumber and avoid emergency call-out fraud

A blocked drain on a Sunday evening, a leaking pipe above the ceiling, a central heating boiler that breaks down in January: that is when you look for a plumber in a hurry and call the first number at the top of the search results. And that is exactly where the problem lies. Since 2021 the Autoriteit Consument & Markt (ACM, the Dutch Authority for Consumers and Markets) has been warning about networks of rogue emergency services, from locksmiths to drain unblockers and plumbers, that lure customers through adverts, dozens of local websites and so-called lead-generation companies, charge far higher prices on site than they quoted beforehand, and do poor or unnecessary work; the ACM imposed penalty payments and fines on several of these companies. In this article you will read how to recognise a rogue emergency plumber, how to recognise a reliable plumber, how to buy yourself time during a leak and what to do if you have already been scammed.

How does emergency call-out fraud work?

The pattern described by the ACM and consumer organisations is always much the same. A network sets up hundreds of websites with names such as "Plumber [town name] 24/7" and buys adverts on search terms such as "emergency plumber". The websites show stock photos, made-up reviews and a landline number that rings at a call centre. When asked, that call centre quotes a low call-out charge or says "that depends on the job" and sends a subcontractor. On site the problem turns out to be "more serious than expected", hours and materials are charged that do not add up, and you have to pay by card on the spot. The customer gets no invoice or an unclear one, the work is often not done or done badly, and afterwards the company cannot be reached. Because the websites show no real address and sometimes no KvK number (Chamber of Commerce registration number), seeking redress is difficult.

Signs of a rogue emergency plumber

• No business address or KvK number on the website, or an address that, when you check it, turns out to be a PO box, a flexible office or an address in a completely different region.
• Only an 085, 088 or 06 number without a company name, and a website that is virtually identical for dozens of towns with only the town name changed.
• No price indication in advance. A reliable plumber can always tell you the hourly rate, the call-out charge and any surcharge for evenings or weekends. "We'll see when we get there" is a warning sign.
• Paying by card or in cash straight away, before you have even seen an invoice, sometimes with the argument that otherwise you will pay "double".
• Applying pressure: the problem is suddenly much bigger, a whole pipe or boiler needs replacing right now, and if you hesitate the tone becomes threatening.
• No invoice, or an invoice without a KvK number, VAT number and breakdown of hours and materials.
• Reviews that do not add up: only five stars, all posted in the same week, or a review page on the company's own website with no independent source.
• A van without a company name and a technician who wears no workwear or company identification.

A single sign need not mean anything; a small one-person business may also use an 06 number. Three or more signs at once are a reason not to go any further.

Signs of a reliable plumber

• Registration with the KvK (Chamber of Commerce) with a business address in the region and a company name that matches the website, the van and the invoice. Check the KvK number via kvk.nl.
• Clear rates in advance: hourly rate, call-out charge, surcharges for evenings, nights or weekends, and how labour time is charged (per quarter of an hour, per half hour). Ask for written confirmation by email or text message before the technician arrives.
• A price estimate before the work starts. With an emergency job an exact quote is not always possible, but an indication, plus the agreement that the technician first establishes the cause and then lets you decide, certainly is.
• Membership of Techniek Nederland, the trade association for installation companies. Members are bound by codes of conduct and a disputes scheme. Certifications for gas and water installations (such as an InstallQ certification) also say something about professional competence.
• Reviews on independent platforms that are substantive and written over a longer period.
• A proper invoice with company details, KvK and VAT numbers, a breakdown of hours and materials and a payment term. Paying afterwards by bank transfer or payment request is normal; paying by card on the spot is an option with a bona fide company, not a requirement.
• A guarantee on the work, in writing, and a company that can still be reached after the job.

A good rule of thumb: a reliable plumber has no problem with you quickly calling a second company to compare rates. Anyone who wants to stop you doing that has a reason for it. You will find more general tips in 5 tips for choosing the right contractor.

A leak? Here is how to buy time

The strength of emergency call-out fraud is that you have no time to think. With the following steps you limit the damage and buy the time to calmly choose a good company, often on the next working day at the normal rate.

1. Close the main stopcock. It is usually in the meter cupboard, in the crawl space, by the water meter or in the cellar. Turn it off; the leak stops within a few seconds to minutes as the pipes drain. Find out now where your main stopcock is, so that you do not have to search for it while the water is flowing.
2. Is only one appliance leaking (toilet, washing machine, tap)? Then close the isolation valve or angle valve under that appliance; you will still have water in the rest of the house.
3. If there is water near electrics, switch off the circuit in the meter cupboard or, if in doubt, the main switch.
4. Switch off the central heating boiler if the leak comes from the heating system, and keep an eye on the pressure.
5. Catch the water and move your belongings. Buckets, towels, a mop; move furniture and electronics. Take photos for your insurer.
6. Call your insurer or housing association. Many buildings and contents insurance policies have their own emergency number and send a contracted repairer; tenants call the landlord, who is responsible for most pipework. That way you skip the whole search.
7. Only then: look for a plumber. With the main stopcock closed the emergency is over, and you can ask for rates, check a KvK number and, if need be, wait until the next morning.

A blockage is rarely a real emergency. A blocked kitchen drain or a toilet that will not flush is annoying, but can almost always wait until the next working day, and a plunger or drain pump often solves it yourself.

Already been scammed? This is what you can do

1. Gather everything you have: the website where you found the number (take screenshots), the phone number, the van's registration number, the technician's name, the card receipt or proof of payment, photos of the work and any messages.
2. Do not pay anything more. If there is an invoice but you have not paid yet, you can dispute it. Write to the company (by registered post or email) stating that you do not agree with the price, why, and what amount you do consider reasonable. If you wish, pay that reasonable part.
3. Contact your bank. With a card payment a refund is difficult, but do report it; with payment via a payment request or bank transfer the bank can sometimes help, and a report is needed for any police report. With a credit card payment you can request a chargeback.
4. Report it to ACM ConsuWijzer. ConsuWijzer is the ACM's consumer information desk. Your report helps the regulator to map networks and take action; ConsuWijzer also advises you on your rights. As a consumer you are entitled to a clear price in advance and an accurate invoice.
5. File a police report if there has been intimidation, extortion or fraud (for example work that was never carried out or materials that were never fitted). You can do this online or at the police station.
6. Have the work assessed by a reliable plumber and ask for a short written statement about what was done and what it should reasonably have cost. That is your evidence in a dispute or in court.
7. Consider the Geschillencommissie (Disputes Committee) or legal assistance. If the company is affiliated with a trade association that has a disputes scheme, you can go there; otherwise your legal expenses insurance, the Juridisch Loket (Legal Services Counter) or the kantonrechter (subdistrict court) can help.
8. Warn others. Write a factual review on an independent platform and report the advert to the search engine or platform where you found the company.

Prevention: sort it out before things go wrong

The best protection against emergency call-out fraud is to know a plumber before you need one. Have small jobs (a new tap, a leaking trap, servicing the central heating boiler) carried out by a local company, keep their number and check whether they have an emergency service. Check where your main stopcock and your meter cupboard are, and whether the main stopcock still turns smoothly. And look at the terms of your buildings and contents insurance: which damage is covered, which emergency number applies and whether the insurer sends a repairer itself.

On VerbouwPro you post your job free of charge and plumbers from your region respond with a verified profile, KvK number and reviews of previous jobs. So if water ever does come through the ceiling, you already have a name you trust. How to compare quotes from different installers is explained in Comparing quotes: how to read a building quote.