Complaints

This profile includes complaints for Bender Plumbing Supplies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bender Plumbing Supplies, Inc. has 8 locations, listed below.

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  Bender Plumbing & Supplies

  580 Grand Ave New Haven, CT 06511-5004

  
• 

  Bender Plumbing Supplies, Inc.

  155 S Leonard St Waterbury, CT 06708-4246

  
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  Bender Plumbing Supplies, Inc.

  235 Westport Ave Norwalk, CT 06851-4310

  
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  Bender Plumbing Supplies, Inc.

  28 Harbor St Stamford, CT 06902-7324

  
• 

  Bender Plumbing Supplies, Inc.

  197 Wawarme Ave Hartford, CT 06114-1507

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/10/2024

  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.

  My plumber purchased a new water heater from Bender *********** *** in ******* ** on 7/7/23. He installed the unit in my home. Several months later it started to leak. I phoned my plumber who came to investigate the situation and said it can not be fixed by him because it is a manufactures defect. He then contacted the company and they said we have to purchase a new water heater and then they will refund us our money back. (They will not put this is writing- we don't trust them) They told us we have to deal with the company that made the product which is *********** **** ********* ***. located in ******* **. I contacted them numerous times and no one gets back to me. I also contacted Bender numerous time and they too are ignoring me. I have to keep rags around the leak and wring them out every few hours to keep my floor from fooding. This is unthinkable that they treat customers like this. I am at my wits end!! Both companies refuse to pay my plumbers fees to return the broken water tank, pick up the new one, and his time to install it. What I want as a resolution is to get a new tank at no charge and the fees for my plumber paid. Help!

  

  Business Response

  Date: 07/09/2024

  On June 26 at 3:42pm our Customer Experience Manager called and left a message on the ###-###-#### contact number provided.  There is some information we need to collect because the order must have been done under her installers account, as we have no record of any water heaters under her, but we are happy to help facilitate this at no cost to her as long as the terms of the product warranty were complied with during the water heaters time in her home.  Please have her reach Tom W***** at ###-###-####.

   

  Please let me know if you need anything else. 

   

  Thanks,

   

  Melissa D******

  Marketing

  ###-###-####

  Customer Answer

  Date: 07/16/2024

  I received your request to contact Tom W***** who was in need of additional information. I did contact him and provide him with what he needed. I also sent him pictures at his request. He asked if their installers could put in the new water heater and I said that is fine. However, I have not had contact with him since. I am waiting for him to contact me.  Thank you for your assistance . 

  

  Business Response

  Date: 07/24/2024

  We hired a plumber, at BENDER's expense, to visit the *********** home (July 17) and assess the installation, which was done by a third-party handyman.  This visit confirmed a defect with the product and we secured a replacement.  We are contracting the same plumber that did our assessment to deinstall the defective unit and install the new unit.  Depending on the *********** schedule, we anticipate this being completed within the next week.

• Initial Complaint

  Date:10/06/2023

  Type:Product 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 ordered tile based off of the sample (Pictured). The tile was professionally installed. The sample tile has a different finish than what I ordered and the antique finish is darker than what I received. It looks like it is filthy even though it is clean. The dirt looking pattern is different on each tile, further making the floor look dirty. We were definitely not told that the tile Would not have the same pattern on each.

  

  Business Response

  Date: 10/19/2023

  Dear Mr. *********,
  Thank you for forwarding ******** ******’s complaint and
  providing an opportunity to respond.  We have offered a resolution, but
  the complaint was filed before that discussion on October 13.
  
  Miss ****** placed an order with us for the tile on July 7
  and picked it up in our New Haven location on July 19.  We highlight this
  particular tile being non-returnable.  While all pieces have a similar
  pattern, no two pieces are the same.  She signed off on “Above is a
  special order & non-returnable”. 
  
  We could have facilitated a return, even 2-3 months after it
  was picked up, prior to installation, but were contacted on October 4, after
  the tile had been installed.
  
  Choosing a complementary grout to any tile is not only
  important for aesthetics, but will ensure the long-term stability of the
  project on a floorspace.  As Miss ****** did not buy the complementary
  grout from us and chose to get it elsewhere/from her installer, we cannot be
  certain what was used and its impact on the tile.  She stated the
  installer used an epoxy-based grout, however when I afterwards spoke with the
  installer he stated he had not used an epoxy-based grout, so we cannot say with
  certainty what was used other than it was not a grout product purchased from
  BENDER.
  
  Epoxy-based grout can be used in a residential application,
  however the chemical composition of epoxy grout can alter the appearance of the
  tile.  It is always recommended to consult with the manufacturer’s website
  for product details.
  
  In the spirit of doing the right thing I recommended a
  clean-up solution her installer could use, as a last attempt to fix, and if
  that did not work, we would be happy to get her new tile of her choice, at
  cost/our employee rate.  I expect this is a fair & reasonable solution
  because the correct tile was initially provided and we cannot be certain of the
  grout used, as it was sourced away from us by an installer unfamiliar to us.
  
  Please let me know if I can answer any further questions as
  our goal is to find a solution where she is satisfied with the tile in her
  home!