ComplaintsforExcel Plumbing, Inc.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We built our new home and moved in it on Dec. 22, 2016. Excel Plumbing was contracted by Payne Family Homes to install the plumbing in our new home including the water heater. The water heater was installed (approx a month before we moved in) which was some time in Nov. 2016. I just had to replace the entire water heater costing me approx $2,000 (including the diagnosis appt) due to it being improperly installed and not to code per the new plumbing company that came out to replace it. The 'new' plumbing company pointed out several errors in regards to how Excel Plumbing installed the water heater that could've caused it to go bad First the water pressure coming into the house registered at 61 psi, the expansion tank was set to withstand only 40 psi water pressure. We were told that the water heater was not vented properly causing the rubber gaskets on the top to melt which is very hazardous. Improper venting can cause carbon monoxide to enter the home. They installed the expansion tank incorrectly to code. It is supposed to be lifted at least 18 inches above the water heater and strapped to the ceiling of the basement. My expansion tank was installed horizontally and approximately 3 inches right above the water heater, resting on a 3 inch piece of pvc pipe that was cut. The strap went around the tank, down thru the pvc pipe and was screwed into the water heater tank. We were also told that the copper pipe that connects to the pex tubing was not glued. They showed me where they could spin it around with their hands/fingers. They said that we were very lucky that it just went out & that nothing serious happened. They said that there should be no reason that a water heater that is only 5 1/2 years old should go out on its own unless it was not installed properly. I contacted Excel plumbing and they will not recognize any wrong doing. I sent over pictures to the City of Wentzville building inspector who said that it does not look to be installed properly.

  

  Business response

  07/12/2022

  It is unfortunate that Ms. ****'s water heater has went out after 5 1/2 years and that her warranty had expired.  Excel Plumbing, Inc. did install the plumbing including the water heater and the expansion tank in her home in November 2016.  The water heater and the expansion tank were installed correctly and by the national plumbing code.  The home was inspected through the City of Wentzville.  I have attached the Residential Property Record Card and you will see the inspectors initials and dates of the times he was in the home to inspect the plumbing, which includes the installation of the water heater and the expansion tank.  Please visit the websites of two different companies that manufacture expansion tanks, ********per Expansion and Watts.  You will be able to see on the websites the different options that an expansion tank can be installed.  Do we know that Ms. **** did not have a company do work on the water heater or the expansion tank during the 5 1/2 years?  All statements regarding the fact of negligence and improper installation are completely FALSE.  Excel Plumbing, Inc. has installed plumbing in 22,300 new homes in the metro east and surrounding areas in the past 30 years.  Excel Plumbing, Inc. is licensed in both Illinois, Missouri, and all surrounding cities and counties.  Excel Plumbing, Inc. prides themselves on quality and professionalism.    

  Customer response

  07/17/2022

  Complaint: ******** I am rejecting this response because: There was no resolution suggested by Excel Plumbing. I am very disappointed in the fact that the company will not acknowledge any wrongdoing or negligence on their part. I have attached more information at Ms. *****'s suggestion to go to ********'s website to look at their install information. It clearly states that the expansion "tank MUST be installed in the vertical position a minimum of 18" from the water heater. Although the tank is designed to be supported by the system pipe work, before installing make sure that there is adequate means of supporting the system piping. Add additional strapping, brackets or pipe hangers to the system piping as needed." By the pictures and information that I have added this complaint, clearly our expansion tank was not installed properly or even to code per the City of Wentzville building inspector, Ms. ***** ****. Excel Plumbing also states that the home was inspected by the City of Wentzville & that is true. However, per the building inspector, only the "rough in" is inspected. The actual utility unit(s) themselves are not. Ms. **** said that they do not inspect the unit(s) because they are not the experts and trust that they are installing them correctly. Ms. **** said that the City has nothing to do with the installation and again does NOT inspect the unit(s). You can see by the inspection report that Excel Plumbing uploaded that it does NOT state anywhere that the water heater itself 'Passed' any inspection & that the only thing that 'Passed' was the rough-in of the plumbing itself. I have also included further information from a couple of different sources that state that if the expansion tank is both installed improperly and pressurized to match the house water pressure that it can cause premature failure of the water heater resulting it to go bad. This has been the case. I hired ***** ****** Heating, Cooling & Plumbing to replace the water heater and they said that is what likely caused a 5 1/2 year old water heater to go bad. I am very disappointed in their response back. I understand that they might have installed for 22,300 new homes over their time however, you cannot tell me that there has never been ONE mishap made. They employ human beings & human beings make mistakes. Taking responsibility and doing the right thing is what keeps good companies in business. I can assure you that I would not have contacted Excel Plumbing if I had any work done to a 5 year old water heater by someone else. This just shows the maturity/professionalism of the business itself. Instead of trying to satisfy a customer they are trying to lay blame either on the City of Wentzville for their negligence or on the customer itself. Please look at the documentation that I have provided and clearly it shows complete negligence on their part. I am very thankful to ***** ****** for being so honest with me from the start. They showed me where the plastic (rubber) gaskets on top of the water heater were also melted. They said that the melting means that the water heater was not vented properly and that we were at risk of carbon monoxide entering into our home. We are just so lucky that nothing serious happened. I understand that Excel prides themselves on their quality and professionalism but it this type of work is considered quality or professionalism then I would highly suggest that no one ever use them! Thank you very much for your attention to this issues. Sincerely, ***** ****

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