ComplaintsforRepipe Specialists

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The transaction took place on December 12 2023 The amount in total I paid was ****** Repipe signed a contract that states they use licensed and insured contractors to complete the job. They also state that they will pull a permit for the work so that you can pass inspection before the walls are closed up. They lied! They used a non insured company that never pulled a permit and could not tell us if and when the city was going to come and pass us for inspection so the house could get completed. They told me that due to this they would issue a discount. They never did and have not returned my calls / texts or emails.SCAM!! REPIPE WILL LOCK YOU INTO A CONTRACT AND LEAVE YOU WITH YOUR WALLS OPEN WAITING FOR THE CUSTOMER TO GIVE IN WHILE THE HOME WAS NEVER INTENDED TO PASS INSPECTION. THEY SOURCE OUT TO THIRD PARTY CHEAP LABOR WHO ARE NOT LICENSED TO COMPLETE THE *** IN YOUR LOCAL TOWN. NO PERMIT WAS EVER PULLED FOR THE WORK!WHY DOES REPIPE MAKE YOU PAY UP TO 95% OF THE *** BEFORE ITS COMPLETE? THEY KNOW AS A HOMEOWNER ALL YOU WANT IS THE NIGHTMARE TO BE OVER SO YOU CAVE IN EVEN THOUGH A TRUE INSPECTION FROM THE CITY WAS NEVER COMING. NO PERMIT BECAUSE THE COMPANY WASNT LICENSED TO WORK IN OUR TOWN. THEYRE WILLING TO EAT THE REMAINING $800 DOLLARS. You can see plenty of other customers this exact same thing has happened to. Im simply asking for them to hold up what they promised. A $5000 discount.They said theyd run it up the flag poll.Still waiting

  

  Business response

  04/03/2024

  The resolution for this customer is now complete.  A permit was pulled, the work was inspected, and the holes were patched.  Our Regional General Manager was on site last week with the crew to make sure everything went well with the inspector. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my house re-piped in 2023 by RePipe specialists who are located in 10 states. I paid $8500 which includes installing Pex throughout my house and routing into attic. This also includes new valves to fixtures such as toilets and sinks. What was not included is the installation of copper to the valves and could not get a clear answer as to why they were not installed. ****** whom I talked with in the ********************* said that each plumber has different views and that work is in accordance to plumbing code even though I didnt see a city inspector to verify work.I also mentioned to ****** that I have copper exposed that poses a safety hazard because I have small children and that the copper needs to be capped and said he would have the contractor called me. Its been over a week and have not received a response.I also took a survey expressing my dissatisfaction and sent an email and no has reached out to me.It seems there is no clear communication when it comes to plumbing code regarding small copper pipe attached to valves. I ask this because just in case there is a leak at the valve that it can be easily replaced. I recently had a contractor come over for a project and noticed the Pex attached to the valves and said that is not to code.I just want this to be resolved and the copper pipes that are exposed to be capped so no one, especially my children, are not hurt. Im sure RePipe Specialists would not risk there reputation regarding safety and non-compliance. If no issues are not resolved then I would like to have a refund so I can get these issues resolved by another company.Best Regards,*********************

  

  Business response

  02/27/2024

  Our office requested photos of the exposed pipes on 2/13/24. The request was sent to the customer email address on file. If the customer is able to send photos to ************************************** that would be greatly appreciated. We would like to do what we can to address the customer's concerns.  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last March 2022 we had our house Repiped. This included the mainline in the front yard. With these last rains the trench they dug started sinking in and a whole 2' x 2' about 2 to 3 feet deep formed next to the water meter. I called and spoke with ****** in the warranty department on 1/16/23 and he said to call the city to make sure it was not a water leak from the meter. It was a holiday that day so I called the water department the next day and they came out on 1/18 They stated it was not a leak it was just the dirt settling from the improper refilling of the trench. I immediately called ********************* and had to pay $195 deposit for someone to come out and assess the situation. I had not heard back so on 1/23 I spoke again with ****** and he said he would notify them again. By January 26 I had still not heard back so I called again. He gave me a direct number to call. I called and the lady that answered wanted pictures. Pictures were sent at 11:36 on 1/26. By the 30th I still had not heard back and text her at 11:48 with no response. At 5:09 I called and received a message that they were not accepting calls at the moment. I text and explained I needed some sort of response. Still nothing. I called ********************* on 2/2 and asked for a refund of my $195 deposit since no one is ever bothered to come out. I'm still waiting for the refund. This re-pipe job came with a lifetime warranty and I'm extremely worried that if I have an actual leak that this is a treatment we will receive. We have since filled the hole and the trench that was in the mulch area however, the grass area that they had dug up is very uneven. Several of the picture show the hole and the sinking of the dirt. A few of the picture shows the trench's they originally dug back in March.

  

  Business response

  03/17/2023

  The deposit was refunded 27Feb2023.

  As for the trench, we cannot warranty against acts of God. The rain alone is responsible for the trench issue.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had repipe complete a job that included replacing our main water line and our pipes in our house. ***** initially seemed like a trustworthy and fair guy. Once the quote was written for $12,595 which was told to us and shows on the contract would be the whole job. So on November 25th the job gets completed however the patching is not done and the plumber tells me that is an extra charge. So I call *****, who then tells me "oh don't have our guys do the patching, they don't do very good, I have a guy on the side" come to find out *****s guy on the side wants to charge us an extra $2000 to do the patching. So then I call ***** to discuss this and he sends me a picture of the contract which does not look like the pink copy of the contract that I signed, leaving me to believe more was added after I signed. If everything would have been explained up front my wife and I most likely would have made a different decision.

  

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/10) */ The contract was e-signed via the One Span e-signing portal. Therefore, there is no "pink" copy of finalized contract. After the contract is e-signed, the signer also gets a copy of the e-signed contract, so they can verify whether the contract was changed after it was signed. The contract, which totaled $13,926.00 after taxes, did not include patching, as the contract explicitly says, "No patching" and next to "Patching By:" the word "Owner" is circled. Unfortunately, we cannot verify any verbal conversations that were had between the homeowner and the rep, but we apologize if the customer feels that he was misled. Please note that the only revision that was made to the contract was decreasing the contract price from $12,960 to $12,660 before taxes.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 7, 2022 Repipe Specialists repiped my house. The contractor who came to patch the holes in my house did not perform a professional job, had to reschedule them to come back. I spent considerable time cleaning up dry wall splatters after the subcontractors patchwork, I think we can call it even. I do not think I need to pay the remaining $*** for the aggravation and messy work of the patchers. The patchers came on April 18th to our home to repair the drywall. The appointment was at 8 am and the person that did arrive was at 10 am. Unfortunately he only spoke spanish and could not communicate with my son. He then left for two hours (about 1-3 pm) and comes back to finish. My son had an appointment at 5 pm which he had to miss because the lone patcher could not finish the work in a timely manner. Finally, at 5:30 pm my son put me on the phone so I could tell the patcher to pack up and leave. I had had enough that day, especially when I am helping my wife's mom with a broken back. Why did the patcher not reschedule if they could not provide a two person team to complete the work professionally and in a timely manner? When the crew came back to finish the work on May 4th, the appointment was at 8 am and they showed up at 9 am. They were hurried and I remember the person wiping things down with a wet rag with dry wall material in it asking repeatedly if everything was good. All this did was spread dry wall material around which you could not see until it dried. I sent an email on 5/17/22 to request Repipe Specialists to waive the remaining balance of $*** for the patchwork to their supervisor for their approval. On 6/1/22 received email to pay the balance of $*** and if I refuse there will be no warranty. This is after I have paid $******* for the work. The contractor also punched a hole through the wall into our guest bedroom. The paint that I used 20 years ago is no longer made. Now I will have to repaint the entire room. The PEX pipe is also exposed to sunlight!

  

  Business response

  06/24/2022

  Business Response /* (1000, 9, 2022/06/17) */ Mr. **** and Repipe Specialists were in conversation about a solution when the complaint was filed and arrived at a resolution before Repipe Specialists was notified of the complaint. Please see the attached Change Order for the Wood contract. We agreed that he would pay his outstanding balance and an additional $***. In exchange, Repipe Specialists will pay the necessary balance to have the plumbers return to his home and handle his PEX issue. The plumbers are scheduled to go to his home today (Friday, 6/17), so this matter should be resolved as of today. Consumer Response /* (2000, 11, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After filing the complaint the business responded quickly to resolve my issues.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job ******: My initial interaction with sales rep ************* was great. He sold my mom and myself on a great product, warranty etc. Day of: A 3rd party showed up to the property to install and everything***** and I discussed didn't transfer to them. Issues: Move the water heater from inside the house to outside in a nice metal enclosure on a cement foundation. The casing installed is absolutely awful, flimsy, the aluminum foil door does not close and is not attached to the wall. I was also told that there was going to be copper in the garage and the guys put PEX. My main issue was with my irrigation. As soon as they installed, it cut off multiple irrigation lines. I asked them to repair since they worked previously and they told me that I would have to call someone else to fix. I contacted my sales rep numerous times and***** told me to get ahold of my gardener and see if he could fix the lines and he would pay him, or if that didn't work he would have his gardener come out to my house and fix them. I've spent hundreds of dollars to try to fix the issue,***** went dark on all contact. I've emailed numerous times with little to no response. The work done to the house was BARE minimum, with cheap material. EX. they broke my faucet, put a cheaper one on there that didn't have the pull up plug, they came back to just put a plug insert into the sink, not replace the whole fixture, now I have a clogged overflow caused by the repipe guys because they didn't put the right parts together. I shouldn't have to pay someone separately to come figure this out. They ruined antique wallpaper, work was very sloppy, nothing is flush with any walls. The PVC pipe outside is cheap and thin. They used .5in copper which I believe is our water pressure issue. Overall unacceptable work done at my house. There is no accountability or customer service or decency. This was a huge burden on my family to get this done and it's just been one mess after another.

  

  Business response

  09/06/2022

  Business Response /* (1000, 10, 2022/08/20) */ ***Document Attached*** To specifically address the items that the consumer listed: Water heater shed - this is the same standard shed that's been installed hundreds of times at other homes with no issues or complaints, it's to code and totally normal. PEX was installed in the garage instead of copper at the consumer's husband's request. It was well insulated to protect it. Irrigation lines, not part of a repiping job (sprinkler systems), can be fed from many sources and directions. When we tie-in to existing sprinklers, we connect from the lines we've installed at the house to whatever we can find at the house, not away from it. And we don't dig or locate what's feeding other sprinkler irrigation lines. That's a landscaper's job and they will make sure everything is connected to our water source. Regardless, in an attempt to make the consumer happy, we went back to the home multiple times and managed to get some of the irrigation lines connected and working. This at a cost to us of over $1,000 in time and materials. The faucet (pre-existing fixture) that the consumer mentions was not working before we started the repiping job, but we asked her and her husband to choose a faucet, they did, we bought it (a more expensive model than the one they had) and installed it and she later decided she didn't like it as it didn't have the same pop up that the original faucet had. PVC pipe outside is cheap and thin - we don't install PVC piping, which is typically used for irrigation sprinkler lines. Any that we used to try to get the irrigation lines connected was, as mentioned earlier, beyond the scope of work of the repiping contract and at no charge to consumer. .5 inch copper used - this is a PEX repipe and consumer mentioned that we did not run copper in the garage as she expected. Where is this .5 inch copper located? Consumer asks for Desired Resolution to be "Finish the job; Repair; Refund" - the contracted scope of work is Finished. We spent a lot of time and significant cost to make some Repairs for non-contract items and issues to attempt to satisfy the consumer. If we did not complete items on the contract or did not do them correctly, we'd be happy to refund the items from the contract. But a Refund should not be requested for items or issues that are outside the scope of our work and/or that are not our responsibility. Again, we've spent over $1,000 already to attempt to satisfy the consumer. Our contract specifies the following: "Contractor is not responsible for pre-existing fixtures, parts, sprinkler systems, drain pipes, etc. that fail or break during or after the repipe..." (see attached signed contract - lower right).

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off if I could give 0 stars I would... this work was done last December and I have trying to get a resolution from this company for MONTHS.. This company has made MY FAMILYS LIFE ****!!! I paid over $***** to have my 1945 house repiped completely. My meeting with the representative went well and I fully explained to him that the basement is unfinished so they can do their job more easily and that I was having the basement finished after they were done with the pipes. They let someone who wasn't even on the contract Approve and OK the work that they had done. I went to have my basement finished and THEY DID THE WORST JOB I HAVE EVER SEEN!! They had no consideration that I was having the basement finished, so all the pipes now hang down below the joists so I can't even drywall. Even I know that they should have drilled thru the joists to hide the piping in the ceiling. Also they ran new spigots for my hoses outside. There is supposed to be a shut off for the Winter time so I can shut off the access to those spigots And instead they messed up and when I try and shut the water off to the spigots it shuts the water off to the whole entire house. They never finished taking down the old pipes. I have tried multiple times to get the company to come fix these problems and they have proceeded to blow me off and so has the company they subcontracted to do the work. The owner of that company was so rude to me it isn't even funny. I am going to the BBB next. I HIGHLY SUGGEST NOT USING THIS COMPANY!!!!

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/22) */ The repipe was sold on 12/5/2020 with an agreed-upon installation date of 12/11/20. Had the customer wanted to be present, she could have chosen a date when she was available. Instead, her fiancé was at the home to walk through the job with the foreman and sign paperwork. The customer's fiancé signed off on the final work and gave the crew 5 stars for their work (see attachment WT Checklists & Rating Survey). There is nothing on the Contract indicating that the customer had a specific way she wanted pipes run (see attachment Contract). The work passed inspection, so was done to code (see attachment Inspection Pass Report). We received no communication from the customer until 4/20/21 when she contacted our customer service department complaining that she wanted the pipes run differently. As is our policy stated in the warranty, a Warranty Service Call deposit is required after 60 days. She was asked to pay the $195 deposit and responded that she planned to do more research and would call back, if needed. The next time we heard from her was 12/12/21 when she called to get the name of our shop and complained about the way the pipes were run again, saying she was filing a complaint with the BBB. Our work was done to code. It was *********** choice not to be present when the work was done and not to pay the Warranty Service Call deposit. If she has aesthetic preferences, I'd suggest paying the Warranty Service Call deposit then requesting a quote to have work that was done according to contract information and approved by an inspector redone.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩