Complaints

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a service request with American Home Shield in May 2022 for a leaking toilet. AHS sent Pipe Solution to my home to fix the leak. A technician with pipe solution put the wrong sized ****** on my toilet and glued the toilet to the floor. I called AHS about odor in my bathroom and a possible leak in March 2024. Tech From Bidget Plumbing confirmed I had the wrong sized ******, the toilet was glued to the floor, and because of this all of the waste didnt go down the pipes but under the toilet messing up the flooring underneath and its the cause for the odor. *** is saying that per their contract they are not liable for the contractors errors. I ask that you reach out to Pipe Solutions for a resolution because I refused to just be left with the damages. AHS only sent me $435 to cover the ******. I bought my house in November of 2021 and Pipe Solutions came out in March and May so there are still internet photos of my house and bathroom showing my toilet was not glued to the floor. ****** shouldve bolted the toilet down. This was clearly their mistake. I need some kind of settlement.

  Business response

  04/17/2024

  On March 29, 2022 we provided service to repair an existing toilet leak.

  The main floor hall bathroom toilet was leaking from the bottom.  We found both toilet base bolts where broken off. The service plumber pulled the toilet and replaced the base bolts and installed new "no-seep"wax ring.

  We replaced the existing toilet back. Turned on water and checked for leaks. no leaks were found. 

  Existing toilet American standard white round two piece toilet.

   

  Note: We did not replace or install a new toilet ****** nor did we use any glue to adhere the toilet, as stated .

  Customer response

  04/17/2024

  Complaint: 21486247
  
  I am rejecting this response because:
  My toilet was glued to the floor. The pictures that were sent dont show that this company glued the toilet to the floor. I advise them to review all the photos from my home, but the toilet was glued. We can go through AHS to see all of the companies that came to do work in my toilet. Aside from company that came in March, theyre the only ones who touched my toilet. And as the photos they sent show, my toilet was not glued. I had absolutely no reason to personally hire anybody to do anything because I had coverage through AHS. They just dont want to take responsibility. 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a hot water heater installed on 3/172022 by pipe solutions. Two days ago I had to call another pluming company to fix a problem. Water was just gushing out from the drain pipe. The technician. Assessed the problem the hot water shut off was installed incorrectly. So he had to take the old one off and replace it. When do so he found out that that did some mis leading thing. On the tank it said when they install it that the water pressure was at 80 but he checked and it was 110. It is written on a label from the other company. He also asked me if the other company had city come out and Inspect it. I said no he said they are supposed to pull permits when doing this. So with then installing the shut off valve I had to pay 750 that could have been avoid if they other company didn’t cut corners.

  Business response

  01/19/2024

  The original call from Mr. *****, in reference to his hot water heater was on November 15, 2021.  Pipe Solutions was given the call from ******** **** ******, which was Mr. *****' **** warranty company. He stated the water heater was leaking from the bottom of the water heater and he had his water turned off to the heater. No hot water. We scheduled his appointment to accommodate his schedule to after 3:00 PM on November 17, 2021.  Upon our site investigation on 11/17, we found the water heater leaking from the bottom and needs to be replaced. We informed him that an expansion tank is required and that there was no pressure reducing valve (PRV) on his main water line, which his water pressure is high, at 124 PSI. Normal operating pressure is less than 80 PSI, anything over is considered excessive and has to be reduced.  We also noted that the main water shut-off valve inside his **** was leaking.  (see attached photos)

  On 11/18/21 our office called and we received authorization for the heater replacement for $1,223.00. We had given this information to Mr. *****, along with the additional cost for the pressure reducing valve (PRV) and the required cost for the expansion tank and permit fees ( see attached). As of 11/24/2021, the customer, Mr. *****, was still talking to the warranty company on the heater. He requested he wanted us to install the water heater with no codes or modifications. Our office advised him that we could not do that and we closed out the ticket on 11/24/2021 if we did not hear back from him.  ******** **** ****** ( the warranty company informed us that the customer, Mr. ***** took a cash out option of $1,024.00.

  On 2/28/2022 our office received another call from the warranty company to replace the hot water heater. On 3/1/2022 we made a site investigation. On 3/17/2022 we installed a new hot water heater to code for $1,889.00 and hauled the old heater away. (see attached)

  On 6/19/2023 our office received a call from Mr. ***** stating the hot water heater does not keep the hot water ( one year and 3 months from the heater installation). On 6/20/2023, a field investigation was made and found that the electric breaker had tripped. We turned breaker on and tested. ( the invoice was $158.00, which was discounted $69.00 for a trip charge of $89.00) 

  On 12/20/2023 a past due invoice was automated and sent to Mr. ***** for $89.00, which is still not paid for services rendered on 6/20/2023. 

  On 12/21/2023 Mr. ***** filed a customer dispute with the Better Business Bureau.

  Customer response

  01/22/2024

  Complaint: ********
  
  I am rejecting this response because:
  
   I never said that I wanted them to install not up to code. With there reply it says they installed in up to code. That can’t be true cause they didn’t have anyone come out and inspect it. It also says in the document that they didn’t install correct cause the psi doesn’t match what pipe solutions has on the hot water thanks. They also installed the hot water shut off valve wrong 
  
  Sincerely,
  
  ******* *****

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