ComplaintsforPipe Wrench Plumbing, Heating & Cooling

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Knoxville Utility Board (KUB) detected a potential leak in our rsidential outside water line near the meter. We hired American Leak Detection to pinpoint the leak, and they dug the entire hole that lead to the copper line where they located the leak. We hired Pipe Wrench Plumbing to repair the leak, and they charged about $1,200 for repairing the leak, and they then filled in the hole that was dug by American Leak Detection. The $1,200 also included a 5-year warranty for the repair. Pipe Wrench Plumbing conducted this repair on the afternoon of June 30, 2023. Although we cut the water line leading in the house, the meter still showed that water was running from the line, which the Pipe Wrench Plumbing technician described as simply "air in the line". On July 1, the very next day, KUB recorded an increase from an average of 233 gallons of water usage to an alarming 590 gallons. Although the weather was raining at the time, it was apparent that the leak was not only *not* repaired correectly, but in worse shape. We contacted Pipe Wrench Plumbing on July 7, after the holiday and rain, to report that their repair failed and the leak had increased. Pipe Wrench sent technicians to examine the leak on July 11, 2023. Although the technicians could not visibly inpect the pipe and their work, they claimed that the issue was new and not related to their previous repair at all. They have refused to honor the 5-year warranty that we had purchased for $1,200 on June 30, 2023. We attempted to escalate the issue to upper management of the company, and we were told that they would not speak to us. We have since contacted the Knoxville Utility Board to examine the issue and we have been forced to remedy the situation by consulting with other plumbing professionals at our own expense.

  

  Business response

  08/16/2023

  After the customer hired a third party leak detection company to locate an underground leak, the customer called Pipe Wrench to repair the leak.  Customer was given options to replace or repair water line.  Our field supervisor strongly recommended replacing the water line after customer told our field supervisor that he has had multiple leaks in the past on the water line.  The customer declined the option to replace the water line and opted to repair the water line instead.  The customer called back on July 10th and stated that our repair did not work and there was still a leak. On July 11th, a crew went out and dug up the repair.  They documented that the current leak was further back in a new spot and photo documented that the previous repair was not leaking.  Our field supervisor contacted the customer and again gave the option to replace the water line.  The customer argued that it was our repair that was leaking and did not want to move forward with any new estimates.  Our field supervisor and crew on site advised the customer numerous times that it was not our repair that was leaking and did not fall under our warranted work.  Our field supervisor advised the customer that we would discount half of the previous work if the replacement option was accepted.  The customer still declined all estimates.  The customer advised our field supervisor that the credit card charge would be disputed and they would not be paying for any services that were rendered.  While Pipe Wrench maintained that the new leak was not part of the previous repair, Pipe Wrench did not dispute the reversed credit card charge which the customer was refunded in full.  Pipe Wrench has cleared any balance due with the customer and the customers account has been closed.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Spent $460 on a service call for a defective heat pump damper assembly, that was improperly diagnosed one year and five days prior to return service call. Second tech "Steve" agreed that the recommendation initially should have been to replace either the entire damper unit or actuator motor, rather than just pulling an inch of insulation from around the units top base assembly. My issue was spending $460 on a bandaid fix that lasted just over a year, rather than investing that cost initially if problem would have been properly diagnosed by first tech. It should be noted, that at no time during the original techs on scene time, did he provide me with either an estimate or accrual of charges and had to contact his field manager "Chris" to determine a bill amount, as he wasn't sure how to bill for services rendered. Second tech recommended contacting his field manager " Chris" to see if some sort of common ground could be reached regarding offsetting additional labor costs for replacing damper or actuator assembly, which second tech "Steve" stated to me and my wife, should have been the recommendation during initial service call. A call was placed to main office immediately after tech left, to which a customer service rep advised me he wasn't answering his phone but would leave a message for him to call me back by the following monday at latest, as call was placed on a friday afternoon. Several days passed with no return call and only after I posted a negative review on their site did I receive a texted response to my original post, to have me contact them rather than them contacting me. To date, I had to replace unit myself at a cost of $180. I belive at minimum, I should be reimbursed for the $180 I spent on the new damper/actuator assembly that I had to replace, rather that paying an additional $800 I was quoted on top of the already $460 I payed previously for the "bandaid" repair which was mis-dianosed by initial tech.

  

  Business response

  04/16/2023

  I completely dropped the ball on reaching out to Mr. ******** regarding this matter, after having been given permission immediately to refund $180 to him. We completed the refund on 4/14/23, and the slow response is all on me. I just got off the phone with him, and he is a delightful man. Thanks so much, ***** ., Customer Satisfaction Specialist 

  Customer response

  04/17/2023

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for services from Pipe Wrench for work performed approximately 3 times over the course of April-May 2021. During the first visit the agent offered me some type of membership plan. I was not sure I wanted the plan; I was told to call the office and put my credit card on file to start the membership- which I never did. Last fall I called the office for a service call about a separate work order and the person I spoke to said I had a balance on my account for the membership plan. I told the person to cancel that- I did not want to the membership. Back in March of 2022, I received a call from Pipe Wrench from someone trying to collect on a supposed debt- you guessed it: the membership plan. She said I had to cancel in writing. I refused to pay and told the person what happened and told her to not contact me again or I was contacting the BBB but I did send a cancellation letter so that they had something in writing. Pipe Wrench has since referred this "debt" to a collections company that contacted me. My desired resolution is for Pipe Wrench to close my account with a $0 balance and for them nor anyone else representing them contact me again and for them to not do this to any other future customers.

  

  Business response

  06/27/2022

  Business Response /* (1000, 7, 2022/06/09) */ After receiving the customer complaint letter, we updated the collection status to Settled in Full on April 22, 2022. This account is now closed.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Invoice Number: 34887732. I contacted this company to come out and take a look at my HVAC unit. Pipe Wrench advertises $89 service calls everywhere. The tech showed up and told me I'd need a new motor, or better, a new unit. He didn't leave me with an invoice or any real information, so I mailed a check with my address for reference for the $89 charge without ever being billed. Later, I received an invoice indicating a charge for an additional $111. I called the number on the invoice to talk to someone about being charged for a service I didn't receive. I got as far as the the lady answering the phone being of no help. I have since called back and there has been no resolution. I explained that I never agreed to the additional charges. The $89 should have a disclaimer that reads "$89 for us to drive our truck to your house" that way I would know that I would be incurring superfluous and bogus charges for services not rendered. I decided not to do business with this company due to their shady business practices and unclear communication about what you are actually being charged for versus what they advertise. The tech did nothing but tell me I would need a new motor or unit altogether and then tried to sell me some "club" membership. I was unaware of any tacked on charges post-visit. Currently, Pipe Wrench is sending me third party collection notices. I am asking for any written contract with the charges clearly outlined that I have signed agreeing to the additional charge of $111. If this can be produced, I will happily pay it. If it can't, I am asking that all further communication or collection action cease immediately. I also ask that in order to not further defraud the working public, contracts be drawn up and signed on site and in person. This action would eliminate being charged after the fact with frothy, soft charges because I chose not the do business with Pipe Wrench Plumbing. Thank you for any assistance in this matter.

  

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/14) */ Long story short, the customer is correct, and this was all a miscommunication. We are not going to bill her the additional $111. I just spoke with her on the phone and she was very understanding. Consumer Response /* (2000, 7, 2022/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Pipe Wrench responded quickly and extended a solution. I am satisfied with the resolution:

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired pipe wrench plumbing to evaluate and unclog my toilet. Upon inspection was told that it would take a auger to clear the drain. Was told auger was used to unclog. Upon speaking with my fiancé she told me they only used a plunger. There is a huge price difference for each service and I was charged for the more expensive option. On top of that was charged for diagnostic and a truck surcharge that was never explained I would be charged for. I called the manager and was told I'd receive a call back. Once I finally got a call back he basically called me and my fiancé liars and would believe his employee before a client and hung up on.Not only was I ripped off I was treated completely unprofessionally and invalidated.

  

  Business response

  12/15/2021

  Business Response /* (1000, 6, 2021/12/01) */ Called customer and discussed his experience. We are giving him a full refund. Consumer Response /* (2000, 8, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Another manager contacted me and reassured me issue would be resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩