ComplaintsforRotor Plumbers & Drainage Ltd.

• Initial Complaint

  20/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our (duplex) water main broke in February of 2018. My neighbour hired Rotor to replace the pipe and hook us up to the new pipe. I paid for the pipe work to my unit and was billed separately in the amount of $2425.45. Rotor cut a hole in my house behind the stove and ran the new pipe behind the kitchen cabinets to under the sink. In March of 2019, I asked Rotor Plumbers to investigate moisture under the sink. They said it was condensation and advised me to put in a vent, which I did even though I never had trouble like that before, and we have lived here since ****. I also added a dehumidifier. Despite these precautions (and having to put up with a noisy dehumidifier), I have continued to get moisture under the sink. The valves they installed have rusted and the cabinetry touching the pipe has had to be replaced. In June of 2022, Rotor did come out to see the wet cabinetry and cut a hole in the wall to see if the pipe was leaking behind the wall. There was no leak, and they didnt offer another fix. So then I had a hole in the wall to repair as well. I asked if they could have their insurance company take a look. No reply.My handyman suggested that the cabinetry was wet because the pipe was touching the cabinetry and condensation was wicking into the particle board. In July of 2022, my handyman repaired the hole in the wall, cut out the wet cabinetry, and inserted new pieces with bigger holes so that the pipe could be insulated and not touch the cabinetry.I asked Rotor to reimburse me for the repair to the wall and replacement of the cabinetry in the amount of $223. I didnt include the earlier vent work I had done, and still Rotor has failed to respond.

  

  Business response

  08/02/2023

  Sorry for the late response, we have been to that the job site several times to address this issue free of charge and have explained to the customer why this is happening, which is that the moisture coming from under the sink is being caused by warm air/high humidity levels which leads to the pipe to condensate/sweat. We did insulate the pipe when we first installed it however that was later removed by the customer. We would like this issue to be resolved as easily as possible, even if this is in means to reimbursing the customer with the amount that was requested, however we would like to make it known that Rotor plumbers is not responsible for any further work done in regards to condensation or this matter.
  
   
  
  Please let us know what your response is and we will issue a cheque.
  
   
  
  Thank you,
  
  Kam (Office Manager)
  

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  Thank-you for your response,but there is still no recognition of the source of the problem. 

  
  I have lived here for over thirty years without humidity issues under the sink. We have always had a range fan, stairwell fan, bathroom fans, and a dehumidifier. I only had problems under the sink after the water main job.

  
  The insulation on the valves you installed was removed because it was trapping water inside the insulation and rusting the values. I believe the water was coming from the uninsulated pipe behind the kitchen drawer.

  
  At your suggestion, and at my own expense, I had hole made in the cabinet and a vent installed and added a second dehumidifier downstairs. It didnt make any difference because the problem was not humidity.

  
  The problem was that the uninsulated pipe behind the kitchen drawer was touching the particle board cabinet, and water seeped into the cabinetry. My handyman removed the damaged cabinetry and replaced it with pieces with large enough holes to accommodate insulation and provide a gap.

  
  The reason that I am pursuing this is that I dont want this to happen to someone again. I look forward to receiving the cheque which will cover some of my expenses, but I also want you to agree that a bare pipe should not have been installed tight to particle board cabinetry.

  
  Yours truly,

  
  ******

  

  Business response

  15/02/2023

  The source of the damage is from condensation. As said before we are willing to send a cheque for the amount of $223 and we can come re-insulate the pipe free of charge. In the future however we will not be responsible for any such damages.

   

  Please send us your response.

  Thank you

  Customer response

  16/02/2023

  
  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. However, Rotor does not need to come to insulate the pipe as that was done when the damaged cabinetry was replaced with big enough holes for the insulation.  I look forward to receiving the cheque as partial reimbursement for the repairs necessitated by the pipe being installed directly on the particle board cabinetry.
  
  Sincerely,
  
  *********************

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