KUCHING – The Sarawak Consumers’ Association (PPS) has assisted a consumer in recovering RM3,000 paid for house leak repair work after the repair failed to resolve the reported problem.
The consumer later visited the PPS office to express his appreciation for the assistance and follow-up carried out in relation to his complaint.
The matter began after the consumer came across a social media advertisement offering a “free inspection” for house water leakage problems. Two individuals subsequently visited his home to inspect the reported leak.
According to information provided to PPS, the individuals claimed that pipes beneath the tiles had been damaged. They then proposed what they described as a “new technology” repair method involving the drilling of a small hole and injection of adhesive, without removing the tiles.
The consumer was initially told that the service would cost RM250 per floor. However, when he asked for the overall cost, he was reportedly told that the final amount could only be determined after the work was completed and that it was “usually not expensive”.
Following completion of the repair, the consumer was told that 20 tonnes of material had been used and that the total cost was RM5,000.
Shocked by the amount, the consumer negotiated with the service providers and eventually paid RM3,000.
He was also instructed not to switch on the water supply for five hours to allow the material to dry. The consumer was told that the leakage should be resolved after the waiting period.
However, after waiting for more than eight hours, the consumer turned the water back on and found that the leakage remained.
The service providers subsequently promised to return the following day to address the problem. They did not return, and the consumer later discovered that his phone number and social media accounts had been blocked.
The situation led the consumer to suspect that he had been deceived, prompting him to seek assistance from PPS.
PPS then assisted the consumer in preparing a chronology of events and compiling relevant documents before helping him lodge a police report.
According to information supplied to PPS by the complainant, the matter was initially not opened as an investigation case. The consumer was reportedly informed that it was considered more closely related to a civil matter or a dispute over services.
PPS, however, said there were aspects of the case that warranted further investigation and continued to follow up on the matter.
The organisation said it had also received complaints and requests for assistance from consumers in Miri, Bintulu and other areas involving what it described as similar methods.
PPS subsequently brought the matter to the attention of senior police authorities. Following further attention and cooperation from the police, the case was eventually opened for investigation.
PPS said the subsequent investigation also led to action involving the local bank account used to receive the payment. The consumer ultimately recovered the full RM3,000.
PPS expressed its appreciation to the police authorities for their attention, action and cooperation in the case.
The association said its review had also identified numerous social media advertisements offering house repair services that appeared to follow similar patterns.
Some of the pages identified were newly created or newly registered and had relatively small numbers of followers, ranging from none to only a few dozen. Despite this, some were actively using paid advertising to promote services involving “free inspections”, “leak repairs” and “new technology”.
PPS stressed that having a newly created account or a small number of followers does not, by itself, prove that an offence has been committed.
However, the organisation advised consumers not to regard a service as verified or trustworthy simply because it appears as a sponsored advertisement on a social media platform.
Dr. Wynson Ong Teck Ping, President of the Sarawak Consumers Association, said the repeated nature of complaints from different areas warranted closer attention.
“If it is only one case, it may be seen as a normal service dispute. But when consumers from Kuching, Miri, Bintulu and other areas come to PPS with almost the same complaints, this matter should be investigated more deeply to determine whether the cases are related.”
PPS also emphasised that the decision to open a police investigation does not mean that any party has been found guilty. Any alleged wrongdoing remains subject to investigation and the applicable legal process.
The association said it hoped the case would encourage consumers throughout Sarawak to exercise greater caution when dealing with home repair advertisements found online.
Consumers were advised to be particularly careful with offers featuring claims such as “free inspection”, “no need to break tiles”, “new technology” or arrangements where the final price is only disclosed after the work has been completed.
PPS recommended obtaining a written quotation before agreeing to any repair work. The quotation should clearly state the total price, quantity of materials to be used, scope of the work and any repair guarantee provided.
The organisation also encouraged members of the public to share information about such risks with family members, particularly elderly relatives and people who may frequently be alone at home.
“We are highlighting this case not only because it successfully helped a consumer recover RM3,000, but we hope that this report can warn more consumers throughout Sarawak to be more careful and prevent more people from becoming victims.”
Consumers seeking assistance from the Sarawak Consumers’ Organization can contact its official office at 017-7109299.
