ComplaintsforFront Range Plumbing Co., Inc.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/24 Front Range Plumbing (FRP) installed a new hot water heater in my ************ *****. Total paid was $2496, which includes a permit fee.My expectation is quality work and a passing inspection, which is what the permit fee was for. The new hot water heater (***) is 2 larger diametrically than the old ***. Due to the size of my utility closet, where the *** lives, there was not a reasonable amount of room for the new ***. The plumber cut/sawed part of the floor so he could push the gas line aside in order to squeeze the new *** into place. Due to this lack of space, a larger new drip pan (**) could not be used with the new ***, so he forced the new *** into the old *** This old ** does not provide enough room to collect water if the new *** were to leak and does not allow the *** drain pipe to be properly mated to the *** The *** drain pipe connects to the ** and feeds the floor drain in case of a leak. It is supposed to attach with a nut onto the threaded end of the *** drain pipe. There isnt enough room for a nut so the plumber pushed the *** drain pipe into the ** and slopped silicone around it. My concerns are that this undersized ** and the improperly attached *** drain pipe will not function as intended if the *** leaks. The ** may overflow too quickly and the *** drain pipe - ** union may leak. The ****************** inspector failed the inspection on 10/26 due to the ** being too small for the new ***. Permit 22NGN-01723. I originally voiced my concerns to the plumber who performed the work. He was not concerned. Later that evening I emailed ********************* (VP/GM of FRP) stating my concerns. We traded a few emails through 10/25, but he was not interested in a mutual resolve. He was combative and uncaring. After the inspection, I reached out to FRP to verify they received notice the inspection failed. *** confirmed they had received the notice and they had reached out to the inspector. I have not heard back from FRP as of 11/12.

  Customer response

  11/14/2022

  Please find the missing documents attached. Thank you.

  

  Business response

  11/17/2022

  Prior to any work being done ************** did not want to pay for an onsite estimate so we gave him the option to send pictures of the existing water heater, but he never did he continually stated it was a standard 40 gallon gas water heater. We stated we wanted to make sure there were no size restraints since it was in a closet.When we sent our estimate to ************** we included a cut sheet of the water heater we were proposing to install with the exact model info &measurements highlighted as you can see in the document he uploaded to this claim. The proposal and cut sheet were approved by ***************
  We are aware of the failed inspection regarding the water heater pan, as stated to ************** we have been trying to get ahold of the inspector to discuss the most cost effective and reasonable correction. We would like to note that the water heater does fit in the pan and the pan would catch the water drippings and flow out the drain pipe and is per code, but it is in fact a tight fit. The inspectors phone does not take voicemails, however we have called his number multiple times. We have also left a voicemail for the building department to have him call us. On 11/15 we finally got an email address for the inspector and he returned our call on 11/16. We also spoke to the chief inspector to discuss possible solutions.
  

  There are three proposed fixes for this, two of which will cost more money and would have cost more money in the first place. Option 1- get approval from the inspector to raise the water heater up on Unistrut so there is space under the heater for the pan to collect water easier-no charge. Option 2-get access to the home below and move the gas line over - 100% chargeable additional cost- this would also cause the floor and ceiling of the unit below to be repaired by others. Option 3- install a smaller diameter water heater that is less common and therefore more expensive, which will include some additional labor just as it would have if the swap was determined at the original install date since the homeowner failed to provided any size restrictions or info on the original water heater.
  

  We are currently waiting on a response/approval from the chief inspector to raise the water heater up on Unistrut.

  Customer response

  12/02/2022

   
  Complaint: 18396253
  
  I am rejecting this response because:

   

  The hot water heater does not fit in the drip pan as intended. The hot water heater was not installed properly or per code. Otherwise, it would not have failed the inspection.

  
  Sincerely,
  
  *********************

  

  Business response

  01/05/2023

  On 11/29/22 FRP offered the customer two solutions: the first was to change out the water heater for a new smaller unit with a new same size pan at no cost to the customer or the second option was a partial cash refund, so the rejection on 12/2 was not necessary. However on 12/11/22 the customer accepted the option to have the water heater changed out for a smaller heater and new same size pan, this work was done on 12/30/22 and inspection was called in for 1/5/23 per the customers request. The inspection was not completed as the homeowner was not home. FRP has resolved this issue above what the inspector required and the work is now complete with customer satisfaction signature and email. Please dismiss this matter and **** as resolved.

  Customer response

  01/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

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