Complaints

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• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Kwik Plumber is 2019 to re-line the cast iron pipes under my building. The contract stated a 10 year warranty. I have had nothing but problems since they were re-lined. The contractor came out once and cleared the lines, but told me there was nothing he could do for me. The building has flooded 5 plus times from these pipes, I have had numerous plumbers come out to unclog this pipe. I finally had a plumber come out with a camera, and they showed me and gave me a copy of the recording that the main pipe under the building was still cast iron in many places and it is creating a blockage where the toilet paper catches on to this area of cast iron pipe which I paid to be re-lined by Kwik Plumbers.

  

  Business Response

  Date: 01/28/2025

  We performed a pipe lining job for ******** *****. We have responded ever time in a timely manner in good faith and continue to do so. The warranty is in effect and is for the structural pipe lining itself. After several site visits the liners are in perfect condition. The problem is in the branch lines that have root intrusion coming into the lined pipe. This was never part of the scope of work and the last time we were there we took a video of the roots coming in from those branch lines and not from the liner. The original before video was back in 2019 and showed no signs of root intrusion and again were never part of the scope of work. The roots have grown over the years into different parts of the system. These branch lines cannot be pipe lined as they are fitting groups. While pipe lining is a great way to alleviate opening walls and floors it does have its limits like everything else. That is why we specify that in our proposal. We are going to try and help ******** to see what options are available. Again, this is not a liner warranty issue it is a plumbing issue as we would have already remedied the problem. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22845222
  
  I am rejecting this response because:

  when I contracted with Kwik plumbers they knew I wanted all the **** iron pipes in the building lined and I was under the impression from the owner that they would be doing this. Their contract states pull up toilets camera the lines and prepare for liners. They never stated that they could only do certain areas, if that was the case I would have had another plumbing company replace everything with pvc, I would have never paid to have them cherry pick the areas that they could line.  They need to either line the problem areas or replace it with pvc. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 02/24/2025

  We never told ******** or for that matter any other one of our customers that all cast iron will be pipe lined. The first visit was due to a rat issue and we lined the cast iron that was deteriorated along with vertical vent stacks to close any openings including downstream exterior sewer line. Then she had a leak and said it was pipe lining which it was not. Then she was backing up and we ran camera to find roots. Cleared at no charge. Roots were never found on any other inspection.  We still warranty our liners for 10 years however her complaint and issue is not with our work or liner. We have met with her several times to explain to her and help with her issues. We do not provide the kind of services that she needs to rectify her problem. That is pipe replacement not pipelining. We have all the materials and camera footage to confirm. At this point there is nothing else we can do for her. She needs to hire a plumber that does pipe replacement. We have always responded to her calls and needs in good faith and also have made several trips that had zero to do with our liners at no charge. There is nothing else we can do for this customer. Were sorry the additional work that she is requesting needs to be done by a regular plumber. 
  

  Thank You  

  .