Complaints

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• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Transaction: 6/17/2024
  Business charged and was paid: $1152.21
  The plumber was requested to repair propane gas leaks in piping he installed during hurricane Michael restoration in the summer of 2019 and partially replaced in November 2021.
  This gas line has had recurrent leaks ever since it was installed. Until now, this business responded quickly and repaired the leaks without charging. The dominant leak this time was in two couplings at the ends of a six foot long piece of the line that they replaced in November 2021. These leaks were above the underpinnings of the house under the kitchen floor creating a serious fire hazard for 2-1/2 years. Additionally, I had to remove the underpinning panels to expose the pipe and use my gas leak detector to find the leaks, then hire a contractor to replace and refinish the panels after the leaks were fixed. The house is used only 8-10 weeks a year since Michael with only a tankless water heater supplied propane, yet two tanks (200 gal/$800) of propane were used (I.e. leaked)!
  The business was contacted by emails on 6/22, 7/2, and 7/16 and by phone on 7/2, 7/26, and 8/14. On 8/14, the owner (******* *****) refused to refund any part of the $1152.21 ($482.21 parts + $670.00 labor) that I requested, even though I advised him of my intent to file this complaint.
  
  Note that this is our vacation property and my permanent address is: *** ******* ****, ******* ** *****

  Business Response

  Date: 08/20/2024

  To Whom it Concerns.

  We provide a one year warranty for all work and parts. We did return once out of our warranty period as a professional courtesy. We believe this was a manufacturer of parts issue.

  Thank you

  Customer Answer

  Date: 08/20/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  Capital Plumbing did not properly install and leak test the TracPipe repair they made in November 2021, otherwise it would not have leaked ever since then and cost me two tanks of propane with virtually zero occupancy usage.  I contend that they did a sloppy job of installing the pipe couplings and didn't tighten them properly.  The manufacturer's installation manual states the following:

  "The TracPipe®CounterStrike® CSST (corrugated stainless steel tubing) flexible gas piping material must only be installed by a qualified person who has been successfully trained through the The TracPipe®CounterStrike® gas piping installation program."

  Additionally, it states that "Only the components provided or specified by OmegaFlex® as part of the approved piping system are to be used in the installation."

  Finally, at every fitting along the pipe route, the plumber removed excess jacket material compared to the maximum allowable specified in the installation manual, thus exposing the pipe to the external salt air environment.  These are the locations of the other leaks in the system caused by improper installation practices by unqualified installers.

  
  

  Regards,

  
  

  ******* ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/03/2024

  There is two sides to every story.

   

  Respectfully,

  ******* ***** 

  Customer Answer

  Date: 09/06/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I contacted the manufacturer of the TracPipe corrugated stainless steel (CSS) gas pipe system, OmegaFlex and shared photos of the installation at all stages (initial installation, modified November 2021 configuration and current configuration installed June 17, 2024).  I specifically asked *** *** ******** whether they have a history of defects in the subject piping and/or the fittings as claimed by ****** ***** of Capital Plumbing.  The following summarizes our conclusions:

  1. AutoSnap fittings installed improperly (leaving several inches of exposed CSS without required wrapping)
  2. Counterstrike covering totally removed on ~8 ft. section under water heater
  3. TracPipe buried when not approved for burial
  4. Fitting leaks most likely caused by failure to apply the proper torque
  5. Fittings, once tight, do not untighten and leak
  6. No history of TracPipe material defects
  7. No history of AutoSnap nor AutoFlare fitting defects

  Items 1-5 above are faulty installation issues not manufacturer/material defects.  *** ******** is checking training records to see if anyone at Capital Plumbing is actually qualified to install the TracPipe system. 

  This claim should not be classified as Administratively Resolved by the BBB with no action on the part of Capital Plumbing.

  
  

  Respectfully,

  
  

  ******* ******