ComplaintsforRepipe Specialists

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 26, 2023 we contacted Repipe Specialists due to serious plumbing issue. For some unknown reason our plumbing was COMPLETELY BLOCKED. We called Repipe Specialists. ************************* came out to evaluate and agreed that was necessary to completely repipe all from top to bottom. He agreed to set all up. We signed a contract with him on 11-26-23. Work was to start 12-14-23. BUT no one came and no one called. Contacted ******* who offered to come with the plumbers he sub contracted with to assure all would work. that was for 2 weeks later 12-28-23. Again no one came. We then got mail notice to deal with *** from "the shop" to handle rest. New start date 2/13 20**. Furniture needed to be cleared so we had to pay movers to do that on Jan 26th. From then on we needed to deal with ****************************. Frozen pipes in *********** caused further delays. They finally came 12th thru 14th Feb. to do the work. They BULLIED my 83 yr old husband into leaving them alone or they would quit. They also refused to get required permits altho we paid for them. When they finally left, we began to notice stuff was missing from basement and first floor and 2nd floor. Over $800 cash from my husband's dresser (no need to go into our bedroom) plus gold jewelry and silver coins from drawers. Stuff from basement included many tools. We called Police and made a report. Nothing more has been done, Work on most pipes was adequate but they messed up 1st floor toilet. Still not flushing. ****** work included leak in 2nd floor sink cabinet. someone came to plaster walls they destroyed but that is all. These plumbers seem to have business in *******, **. Paid, $14,642.00. --- OH AND it seems they also stole my husband's entire identity folder with BIRTH, MILITARY AND OTHER ID from area around his computer. They did not fulfill their contract. OP Police Report #**-01919.

  

  Business response

  06/11/2024

  Mr. and *********** we have received your complaint and are launching an investigation into it on our end. We have no prior record of an issue with this job, so this is our first opportunity to respond. We will be reaching out to our team and partner shop to understand the cause of delays and what, if anything, was reviewed from the police report. 

   

  We will reach back out with an update once our investigation has concluded. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/4 company started job and were responsible for getting a permit in the city of ******. When i inquired with crew chief (*****) i was told there was an issue with the corporate seal and he was going back to the city office tomorrow (3/5) to resolve. They were at my location till 11:50 pm basically completing the job installing all new copper piping. The next day one team member came to do cleanup and finish adding water to my 2nd level. Though they stated 9:30 am arrival time, he showed up at 12:30 pm and said it would be a few hours. Sometime in the early evening crew chief ***** arrived to assist...approximately 6 pm. The first crew member left at 9:30 pm and sttJason after attempting to fix a kitchen pressure problem left at 10:30. I inquired about the permit issue and he stated it was being resolved..however I had no permit to place in window which is the rule. I inquired with the salesperson (*************************) almost daily and was told her was in contact with ********************* *************) as they were going to hire an expediter to get the issue resolved. That was on 3/7. It is now 3/15. I have called JD at that number all but 1 day. I have emailed ************************* daily. Their contract states not only will they obtain the permit but they also do the patching of all the areas they ripped out and torn out to access the pipes. Painting is my responsibility. The fact they i keep sending emails to ***** and leave messages to JD and get no response is now infuriating. My house is a disaster zone and I have family arriving for easter .

  

  Business response

  06/04/2024

  Our partner shop ran into a unique situation with the City of ******, **, and was unprepared for the difficulty obtaining the permit. The corporate office stepped in and worked consistently and diligently to resolve the issue, which took weeks. We were in contact with Mr. **** throughout the process. Below is our response to complaint that was filed with the IL State Attorney General's Office:

   

  May 9, 2024:

  Our subcontractor was informed by the City of Berwyn that they were requiring additional paperwork, that has not ever
  been previously required, before a permit would be issued. We began work in good faith that the City would issue the
  permit, as per usual, and our customer would be inconvenienced as little as possible. The Citys demands for additional
  proof of licensing was met quickly, but each time there was a new request for even further documentation.
  Over forty phone calls were placed to the City of Berwyn at the following phone numbers:
  **************
  Ext. 6457
  Ext. 6458
  Ex.t 6459
  Ext. 6460
  The calls went unanswered and our messages were not returned.
  Finally, we sent a representative to the city office on 23 March. She was turned away with additional, previously
  unnecessary, demands for additional proof of licensing. We sent another representative on 12 April and were not issued
  a permit due to the citys staff not being present. The permit was finally issued on 19 April and we were able to call in for
  the city inspection, which passed, and we were able to finish Mr. ****s job.

  Customer response

  06/10/2024

   
  Complaint: 21439693
  
  I am rejecting this response because:
  I reject this response for a variety of reasons.  The permit was to be obtained PRIOR to job. And took over40 o obtain though promised prior to in initial meeting with sales person.  The most hysterical part of the response is they were in communication with me along the way.  The salesperson would go AWOL for weeks.  And the corporate person JD had mentioned they were hiring an expediter to quicken the process and I had to call and email regularly to get progress.Eventually ** went AWOL as well,  Then the sub who did the work was non-responsive but seemed to be given all the responsibility.  If they had processed so many calls to so many extensions why would you not visit the city office???  I did twice only to find out they had not contact with them for weeks.  I documented all this with the BBB and the office of the attorney general.  I have email documentation about this.   It took more than 50 days to finish a job that was to take 5 to 7.  No i do not accept their response and still remain unsatisfied.
  Sincerely,
  
  ***************************

  

  Business response

  06/21/2024

  The application for the permit was filed prior to work beginning. We had every reason to believe the permit would be issued in time for the scheduled start date just like every other job we do. The city delayed the issuance of the permit for still unknown reasons. We engaged the services of a local permit expeditor we have used in the past. He was turned away by the city and no permit was issued. As to why did we not visit the city office, we did; three times, in fact. We sent the expeditor on our behalf. We sent an employee to the city office with all of the documentation they city requested only to told we needed additional licenses that had not previously been requested. We sent our sales rep with the licenses and certifications they requested only to be told that we then had to purchase a new business license. At every turn new and previously untold hoops of fire were laid out for us to jump through.

  It is true, we did not communicate with Mr. **** as well as we should have. But, there simply were no updates to provide him. We had called dozens of times. We showed up to the city office in person with all that they requested only to still not be given what we needed. This was us doing everything possible to close out this job and a city office showing little to no cooperation.

  Customer response

  06/24/2024

   
  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.  Not really satisfactorily to me.  Their comment on communicating to be dozens of times is not true at all.  It is a crock of S%^&^!  But they will never get a referral or praise from me .  The city of ****** is bad however I really don't believe a word they have to say..
  Sincerely,
  
  ***************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job Id#- ******* Work started- January 22, 2024 Repiping complete- January ***** Not yet completed- Final Inspection and Drywall It has been approximately 5 weeks with no actual date or time when the final inspection and drywall are planned to be completed. When I reach out my requests fall on deaf ears and empty promises. Sales Consultant and Director of Operations have been made aware various times about the open work yet to complete. My children have not been able to sleep in their room due to this.

  

  Business response

  02/27/2024

  ****************** is exactly right; except the part about her complaints falling on deaf ears. 

  Unfortunately, we had an entire crew quit on ** unexpectedly. We discovered after the fact that the paperwork to pull a permit and schedule an inspection were not filed by the individuals who are no longer doing work for us. We deeply apologize to ****************** and especially to her children. A new crew leader was sent to their home last week to draw the plans necessary to file with the city to pull the permit and schedule the inspection. I would like to assure ****************** that every effort is being made to bring this to a close as quickly as possible.

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