Complaints

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• Initial Complaint

  Date:07/25/2025

  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 paid to have my plumbing replaced in my home. Service Date : Feb 03 , 2025 Price : $8,000 Quote from contract given to me by Hydro Plumbing Full PEX Repipe 1.0 $8,000.00 Replace all water lines. Laundry box, ice maker box, prv, 2 hose bibs, shower valve. Everything from main shutoff from street within home is new.During the Repipe the workers mentioned to me that 1 of my hose bibs should be okay to keep and not replace even though its stated otherwise in the contract. The month after I had the plumbing replaced my water bill was for over ***** gallons usage. I knew something was wrong so I contacted Hydro Plumbing about the issue, they came out and diagnosed the issue free of charge, but told me it would be $4,000 to fix the leak. They agreed with me that the leak was coming from the hose pipe they didnt replace yet were not going to fix it for free even though its in the contract all water lines . 2 hose bibs . The response I received from Hydro Plumbing was that they cannot locate where the hose piping connects to the rest of my plumbing so they just recommend replacing the main line and adding a new hose elsewhere. And for this to be done I received two options.Option 1 . Pay them $4,000 on top of the $8,000 I already paid to replace the main line and add a new hose bib.Option 2. Pay them $2,400, I dig the trench myself to give access to the main line, they come replace it and then I have to fill everything in on my own. I never asked for the main line to be replaced as I knew I couldnt afford it. This was discussed before the work began, I was told the main line has been replaced with PVC in recent years and should be okay for now. I need running water so I did what I could and they agreed to replace everything except the main line, as stated in the quote I received. Now Im left stranded with no running water and no money and theyre asking me for another $4,000 to fix something that shouldve already been fixed, the hose bib.

  

  Business Response

  Date: 08/01/2025

  **** has never stated anything to us about being responsible for this failure of his piping until this complaint and also knows that we never touched or replaced that piping.  This is very odd to receive a complaint out of the blue like this. Especially when we went out of our way to finance his project and work the extra labor without a cost increase. The first estimate we gave **** was with the main piping being replaced.  **** did not have enough money to do that and asked us to write another estimate for just the pipes in the house.  Both were estimates and during the walkthrough we counted two hose bibs.  During the first day of the job when we disconnected his main line from his existing plumbing and hooked it up to our new system in the house we found out that the main line feeds one of the hose bibs.  The main line was not replaced per Kodys request, therefore the main line and the tee off the main line outside his home that feeds that one hose bib were not replaced.  There is no way to access or replace that hose bib without locates, excavation and repiping lines outside the home.  We offered to install a second hose bib somewhere else on the home for an additional cost but **** did not want to pay for any additional framing, siding or trim work which would have been required to install another hose bib somewhere else.  **** had two working hose bibs when we left. The inspector found no leaks or issues with the job.  **** paid us in full as soon as he could.  We gave Kody a 30 day ***** period to pay, as he did not have the $8000 when we started, he had $4000.   The wording of the estimate and invoice never changed, neither did the price.  This was a very difficult job due to the age of the home and took us an additional day to complete, we did not increase the price.  We never stated that any of the pipes should not be replaced, all of them should be!  We can not warrant work we did not do.  **** did not want to replace his main line or do anything that would cost more than $8000.  As he has stated, he has no money.  There are two separate quotes attached.  We also attached our messaging with Kody on our software.  There is nothing that we have done wrong here and the piping that has failed at Kody's home was never touched by Hydro Plumbing.  When he contacted us about the leak we went over there and checked everywhere and told Kody there are no failures in our system and the problem is with the piping you did not replace.  The main water line goes from the meter box to the house and where it comes in the crawlspace is where we hooked up to it to repipe his home.  Outside the home somewhere on that main line to the house there is a tee fitting which supplies a hose bib.  That pipe feeding the hose bib or the main line has failed.  We assume it is hose bib line.  The job is complete and to fix the piping he is referring to it will cost the same $4000 we told him it would cost at the beginning of the job. There is no way to access the line, or cap it without excavation as we already showed Kody.  There is nowhere in our invoice that states we will be replacing his main line, excavating, drilling, etc.  Everything within the home is new.  This project originated as a referral from Kodys father, who is currently assisting us with automotive interior work. At no point prior to this complaint did **** communicate any concerns or suggest that we might be responsible for the issue hes now reporting. Similarly, his father has not raised any concerns with us regarding this matter. Given the timeline and nature of our work, this complaint has come as an unexpected surprise.  We want to clarify the scope of work that was agreed upon. Initially, we provided **** with an estimate that included full replacement of the main water line. However, due to budget constraints, **** requested a revised estimate for interior repiping only, excluding the main line. We provided both written estimates, and the final scope of work was based on his financial limitations.  During the walkthrough, we identified two hose bibs. On the first day of the project, when we disconnected the existing main line and connected it to the new interior piping system, we discovered that one of the hose bibs is fed directly from the original main line. Since replacement of the main line was not included in the scope of work, that lineincluding the tee outside the home that supplies the affected hose bibremained untouched.  To resolve this, we offered to install a second hose bib elsewhere on the home for an additional cost. **** declined this offer, as it would have required additional framing, siding, and trim work, which he did not want to pursue. At the completion of our work, both hose bibs were functional, and the city inspector found no deficiencies or leaks.  **** also stated Ok great! Everything is working great no issues thus far. Thanks again! And I'll get you guys paid once I'm home this evening, during our conversations together.  Kody paid us in full shortly after the work was completed. We extended him a 30-day ***** period to accommodate his financial situation, as he initially had only $4,000 of the $8,000 total. The estimate and invoice remained unchanged throughout the project, and despite unexpected challenges due to the age of the home, we completed the job without increasing the price or charging for the additional day of labor.  We want to emphasize that Hydro Plumbing cannot warrant or be held responsible for any part of the plumbing system we did not replace or install. We clearly communicated that the main line and any exterior piping were outside the scope of work, as reflected in our estimate and invoice. The failed line Kody is referring to appears to be part of the original main line or its branch to the hose bibneither of which were replaced or modified by our team.  When **** informed us of the leak, we promptly inspected the system and confirmed that there were no issues with the new piping we installed. We advised him at that time that the failure appeared to be in the original, unaltered section of piping.  To resolve the issue he is now experiencing, the same exterior workexcavation, line replacement, and potential relocation of the hose bibwould be required, just as originally estimated at $4,000. As previously explained, there is no way to access or cap the affected line without excavation.  All work within the home is new and functioning properly. We are confident that we fulfilled our responsibilities in good faith and according to building code.  Attached are the two estimates provided to Kody and a transcript of our communication through our project software. We hope this clears up any misunderstandings.
  
  
  
  

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23655053
  
  I am rejecting this response because:
  
  This does not solve the issue because I dont agree that the contracted work was actually completed. I agreed that all the new pipes are working properly, to my knowledge. The water line in question as stated by hydro plumbing is connected to the main line but isnt actually considered the main line. My two quotes I was sent differentiated between the bulk of the waterlines and then the main line itself. No where does it exclude any lines attached to the main line in the option I chose or the second option.
  

  During the work hydro plumbing also never offered or requested a change order be made due to circumstances changing nor did they mention to me that the age of the house would be an issue. I recall asking them if the crawl space was nice enough for them to work in to which they replied its gross but every crawl space is about the same.
  

  The contract was completed and paid for because I put my trust into Hydro Plumbing that they had everything taken care of. I paid my balance as soon as I could as we agreed upon, as I was told a lien could and would be placed against my entire home if I did not.
  

  Mentioned in the message I just received was paying extra for a hose bib but my quote in the contract I agreed to say it covered 2 hose bibs, so Im unsure why there would be extra cost if it was already contracted in and wasnt even installed.

  Lastly Im unsure what my fathers business has to do with any of this. I am a customer like any other trying to get my ******************** repaired. I never requested a discount because they are my fathers customer nor did I expect one. I was given two quotes and I chose one of the options, I never received a third quote with a discounted price. If discounts were given I appreciate it very much but they werent mentioned or recorded so Im unaware of them being given to me because hydro plumbing knows and does business with my father. I simply met Hydro Plumbing at my dads shop by coincidence and requested them to write me a quote.
  

  I would like to note that HydroPlumbing reached out to me personally through multiple different phone numbers before replying to this officially. 

  Sincerely,
  
  **** ******