Pimlico came highly recommended by two reliable and trusted sources and as such my husband and I had high expectations of Pimlico’s workmanship and customer service. However, based on our recent experience with Pimlico we do not believe they are as dedicated to their customer as they claim to be: 'Our dedication to fulfilling our customer's needs has always been central to the way we operate and we adapt our services in order to achieve this. We work with the intent that once a customer uses Pimlico they become a customer for life.' When Pimlico were originally contacted they were (i) given extensive background information regarding the drainage issues we were experiencing and (ii) informed that two other plumbers had been called in before them to fix the problem. Two months after Pimlico’s initial visit the problem not only started recurring but worsened. Pimlico were contacted again to fix the problem that they had originally been called out for and almost £2,000 later Pimlico fixed the issue on their second visit. Our dissatisfaction with Pimlico is based on the following two issues, first, why should the customer have to pay for TWO visits to a fix a problem that should have been fixed in ONE visit? Based on this rationale we thought it was a reasonable request to ask Pimlico to pay for the first cheaper visit and for us to pay for the second (three times more expensive) visit. However, Pimlico refused to do so saying their engineers were not at fault. This is not an issue about ascribing ‘fault’. This is an issue about honouring Pimlico’s brand promise and treating one’s customer fairly. The second issue we have with Pimlico is the fact that the engineer did not pay any heed to the information he had been given about the history of our plumbing problem. Had he listened to the customer’s problems from day 1 he would/ should have conducted a more thorough inspection of the drainage pipes in his first visit; instead, we had to pay for two visits for the problem to resolved. On the day I spoke to Pimlico’s Marketing Department I asked them to clarify what they meant when they state on their website 'For your peace of mind, we guarantee most of our jobs against faulty workmanship for 12 months. Due to the nature of certain works or repairs, such as drain blockages, we are unable to provide the 12 month labour guarantee.' When I read this I get the impression that a guarantee (albeit partial) is available to the customer if the customer comes back before the 12 month mark. If this is not the case, would it not be clearer and fairer to the customer to simply state that Pimlico do not offer any guarantee on drainage problems. I find the wording of Pimlico’s brand promise misleading. Finally, in the same conversation with the Marketing Department I was never told about Pimlico’s customer loyalty program. See Pimlico's website where it states: 'Our Customer Loyalty Discount allows return customers to get up to 25% discount off hourly labour rates.' When the engineer was asked specifically about a discount for the second visit he never mentioned that this program existed nor was this discount offered to me when I spoke to the Marketing Department. Given how much Pimlico talks about the importance of fulfilling the customer’s needs and the fact that over 78% of its customers are returning customers, we were surprised by how poorly we - an existing customer, was treated by Pimlico. Had they shown us that they were willing to meet part way Pimlico would have had us as a long term customer but the company’s shortsightedness has sadly precluded this as an option.