Complaints

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:03/04/2025

  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.

  Clearwater was hired to fix a leak in my home. They came out to repair it on Sunday *** ****. The plumber performed a leak detection since the pipe was under the slab. After he determined the leak, he supposedly repaired the leak. On Friday *** **** when the carpenter came out to estimate the cost of reinstalling the kitchen sink, he noticed that the cement that was poured over the repair was warm and advised that we contact the plumber to come back out because something isn’t right. The same day, my tenant noticed that water was coming from the area where the cement was poured. I phoned Clearwater immediately to request them to come back out because the leak was still there in the same spot. The office manager/receptionist stated that they would “make it right.” Then she went on to say that. If it is a new leak it will cost me an additional $1500. The technician returned on Tuesday **** and stated to my tenant that it was a “new leak” 3 ft away. They sent me an email stating that this was a new leak 4ft away. The supervisor emailed me on *** stating that the pipes in this home have faulty pipes. This being one of several reasons that he gave for this being a new leak. I responded and informed him that I have had leaks before in this home and they were properly repaired and I have NEVER had a leak return in the same area in the short or even an extended span of time. I firmly believe that this company did not properly assess the leaks, did not allow an appropriate time frame to test to assure this leak was repaired since as the supervisor told me in an email, they charge $2800 for this type of repair. I paid this company $3417 to assess and repair this leak and I firmly believe this was not done and this company does not want to own up to it. I didn’t want to file this claim, but I wholeheartedly believe that I was wronged and this company is unwilling to make it right. Pics of 2 different detection methods used for pre fix and 2nd detection and water leak.

  Business Response

  Date: 03/13/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to address the concerns raised
  by our customer regarding the recent plumbing repairs carried out by
  Clearwater.
  Customer Complaint Summary: The customer has
  expressed dissatisfaction with the leak repair service provided on ********
  ****, ****. They reported that the initial repair did not resolve the issue,
  and a subsequent leak was detected in the same area. The customer believes that
  our company did not properly assess and repair the leak and is unwilling to
  take responsibility for the issue.
  Our Response:
  Leak
  Detection and Documentation:
  For
  liability reasons, we document leak locations with photos rather than
  tape or other means. We only perform leak detection on the premise that
  we will be the ones to make the repair. We do not conduct leak detection
  for other companies. Therefore, we take pictures and document the
  location digitally, storing these photos in our software under the job
  address.
  Methods
  of Leak Detection:
  We
  use multiple types of leak detection, including pneumatic, thermal, and
  acoustic methods. Depending on the certainty of the results, we may use
  one or all methods. For the first leak, we located it using thermal leak
  detection under the cabinet.
  Repair
  Process:
  Once
  the cabinet was removed, we opened the slab, made the repair, and
  documented the process with photos. When we left the property, there were
  no active leaks.
  Warranty:
  Our
  warranty states that we do not cover connection points to existing
  systems.
  Second
  Leak Detection:
  During
  our second visit, the thermal leak detection results were inconclusive,
  so we used acoustic leak detection and located the leak 4 feet from the
  original location. Additionally, it should be noted that the customer's
  home, built circa **** with *** piping, falls under a class action
  lawsuit for homes built between **** and **** with *** piping due to a
  manufacturer defect. For more information on this lawsuit, please visit
  this link: *** System Settlement.
  Additional
  Information:
  It
  has also come to our attention that this specific home has had other
  issues with this piping. As such, we cannot warranty connections to
  existing systems, or a system known to be flawed.
  We
  discussed the new leak with the customer's insurance adjuster, who agrees
  that this is a new leak consistent with homes of this age and piping
  type. To cover this new leak under insurance, the customer would need to
  open a new claim.
  As
  the customer is an existing customer and the area is already partially
  taken apart, we offered a discounted price of $1,500.00 to make the
  repair outside of their insurance. Typically, we would charge upwards of
  $2,800.00. The prices we charge are the mean of the industry standard and
  many of our competitors in the area charge well over $5,000.00 to make
  like repairs.
  We understand and appreciate the customer's frustration.
  While the new leak may not be their fault, it is not ours either; it is a
  result of poor manufacturing. Therefore, we cannot be held liable for this or
  any future leaks in the system. Our warranty only covers the new pipe we
  installed and does not cover where it is connected to the existing pipe, as it
  is known to be flawed.
  If the customer does not wish to pay us to make the new
  repair, we understand and encourage them to find a new plumber.
  We hope this clarifies our position and the steps we have
  taken to address the customer's concerns.
  Sincerely,
  Bradley Butler
  Owner
  Clearwater Plumbing

  Customer Answer

  Date: 03/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Clearwater Plumbing states that they detected and repaired the leak in my home and that I am unwilling to take responsibility for the issue, when in fact Clearwater Plumbing is NOT taking responsibility for their work and promise to "make this right" as their office told me during my initial report of the failed repair.  First, the fact that this company claims that the leak was "new" because of defective plumbing is an outright EXCUSE for their poor workmanship.  Clearwater stated, that I have defected pipes in my home and yes some of them are, however the 3  pipe leaks I've had over the past 14 years, once they were repaired have NEVER returned.   However the pipe that you supposedly repaired not only returned, but returned back in just a few days in the SAME area. I do NOT believe the technician adequately detected the leak initially, because when he returned  he used different type of detection device, the initial device I believe was subpar to the follow up, which was able to detect the correct leak.  I had a top rated leak detection company perform the leak detection and the actual leak was where Clearwater's follow up detection also reported.  Proof that the initial detection was not accurate is that the leak was coming from the hot water heater line and the tenant and the carpenter reported that the cement placed by Clearwater was warm/hot. The true leak was NoT detected or repaired.

  I would NEVER file a complaint against a company if I honestly believed they did their due diligence to repair/complete the job they were paid to do. I have consulted with several professional plumbers in the ******** area and they all agree that Clearwater should be responsible and be willing to right this wrong on the repair.  The fact that Clearwater stated that the adjuster told them this was a "new" leak holds no weight over a professional plumber since he IS NOT a plumber.  One thing that  the adjuster  should also have mentioned is that these same pipes you claim are defective, that once repaired, did NOT return, so Please stop using this as an excuse and do right by your customer.  I promise you with certainty that God will make note of it because he sees ALL.

  Thank you

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

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Asked up front about their service fee ,was told they DID NOT have a service fee that the plumber would come assess the job and give us a labor and parts cost and then we can proceed. Plumber called us before headed to our home and was told we had to order the replacement cartridge. He told us that hardware was the biggest *** on the market but he was on the way to us. So we let him come so we could see if he could tell us why it was staying running after we got it back together. He let us know when he arrived before even seeing the issue, told us it was a $250 service fee whether he fixed it for us or not. Then told us that there would be no way to get the part because he'd use **** ***** anyways. So, since he came to the house with prior knowledge that he couldn't help to tell us we would have that fee regardless because he came out. I said well since your getting $250 from me then maybe you can tighten the faucet enough to have it slow leaking instead of what it was doing. Reluctantly, he did that and left. We were feeling seriously robbed because they lied about a service fee for him to come out. Still feeling just hurt by the terrible service, the attitude of this guy, and the unprofessionalism I decided to call and politely speak to the lady we spoke to in the initial call. She was very nice and told us she was going to speak to the supervisor and let him know the situation and come up with a solution. She wanted to call me back as soon as she did. She also told me what the plumber put in his report. Which was he dismantled and put together our entire faucet, and when the cartridge came in then he would be returning to install for us. 1, it was put together and all he did was tighten a screw. 2, he was not told to come back nor did we discuss him returning to do any work. Needless to say we never heard from their company again, then my wife decided to check in with them and they in short terms told her, "it is what it is"

  Customer Answer

  Date: 10/23/2024

  The company contacted us immediately and listened to us and gave us options to get it repaired properly. Not only got a part but sent someone out the same day. I am sad that we had to go this route but am pleased that this company cared enough about their customers and business. They were professional and the tech Justin went above and beyond to take care of us. 

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a total of $2,850 ****** ***** came out to my home after I told him I see two spots on my front porch. He said I'm gonna have to cut a hole in your front porch, run pipes from the porch to the water meter in the yard. I asked him do I need to be at home for him to do this? He said no. After getting home from taking my mother to the hospital, I called ****** said I was on the way back to the hospital to check on my mom. When I get to my house, ****** had put up a whole new water spouse in a awkward place that I did not need. I asked him why he did this, I don't need this. He said it will give you a whole lot of water pressure. He told me he would come back and take it down, when he find time. I noticed he had cut down my shurbs, there was cement that he put on the side of the road to put the pipes down. So I asked him did he put the cement back down? He said no, you don't need it. I went back to the hospital to check on my mom, I get a text message saying, the water is running in the bathtub and won't turn off, and we can't flush the toilet. I find out ****** went into my house, pulled out the water facet out of the tub, put another pump in my toilet, which I did not need it was working fine. I did not need nothing inside done, we only agreed on the front yard. I called his place ten times. My water is cut off, can't take a bath, can't cook, they said we cannot send him back out there, we will send him out tomorrow. So when ****** did come back, he went to the toilet an said I have trash in it that wasn't working. He took the pump out of the toilet and put it in his mouth and blew into it. So Isaid, what about the tub water not stopping? Then he took faucets out again. Saying I need shower cartridges. Now let me remind you, nothing was wrong with the toilet or shower, he basically messed those up creating more problems. So now, I got to get someone else out here to come do it correctly, someone I can trust.

  Business Response

  Date: 09/27/2023

  This is our response to this dispute. Please note that we exhausted our means to satisfy customer by going beyond the the scope of contract only to have homeowner request we not visit the home again. We will outline the facts only here. 

  ****** ******
  **** ******* ******* ********* *** *****
  
  ********* ****** *** **** *
  We responded to the customer's call to locate a leak in the
  yard on her water service. We located the break near the slab of the house
  where the galvanized water service connects to the piping under the front
  porch. The customer was charged $350 for this service
  We wrote the customer a quote of $2,500 to replace the water
  service as the current one was old galvanized and not in good condition. The
  customer approved the estimate and we scheduled to come back and run the new
  service once utilities had been marked by 811.
  ********* *** **** *
  We returned to replace the water service from the meter to
  the house at the tie-in point. We used a small trencher to dig a small trench
  connecting the two points. We did go through a small bush bed at the front of
  the dwelling. We also removed a small section of an abandoned concrete slab
  that we found under the grass.  We
  disconnected the existing water service and replaced it with a new *** water
  service as we were contracted to do. There was a hose bib that was located on
  the other side of the bush garden. In an attempt to not destroy the bushes by
  trenching a new line to the spigot we installed a new spigot on the side of the
  house closer to the excavation we already had. We tested for leaks and
  backfilled the excavation we humped slightly for settling, we also covered with
  wheat straw. We did not do any other landscaping as we exclude landscaping from
  our contracts.
  After we had left we were called out again and an hour later
  the customer complained that the toilet was not working. We went back out and
  replaced the toilet stop valve, supply line, and fill valve free of charge as
  some debris was in the line. When we left the toilet was functioning properly.
  This was done free of charge
  About an hour later the customer called back and said that
  the shower would not function. We went back out and disassembled the shower and
  tried to clean it but the cartridge was old and not in good shape so we
  scheduled to come back the next day with parts to rebuild the shower valve.
  This was done free of charge.
  
  ********* *** **** *
  We returned and installed the new parts for the shower
  valve. This allowed water to flow but there was a slow drip in the shower due
  to the valve body being 60 years old. The husband commented that it had always
  dripped but ****** said it was our fault. We quoted her $450 to replace the valve
  with a brand new one which is a considerable discount from our normal rate.
  This was done free of charge
  She called back an hour later complaining that the toilet
  was now overflowing. We came back out for free and blew a small piece of debris
  out of the diaphragm. When we left the toilet functioned correctly. This was
  done free of charge
  She called back less than an hour later and complained that
  the toilet still didn’t work and that she did not like the location of the hose
  bib and wanted us to move it for free. We told her that we could not come back
  anymore that day but would try to fit her in later in the week.
  
  ********* *** **** *
  She called and spoke to our answering service: UNHAPPY WITH THE WORK ****** DID AT HER HOUSE DOESN'T WANT HIM OR ANYONE ELSE COMING BACK CUSTOMER DECLINED TO LEAVE HER ADDRESS

  
  

  Customer Answer

  Date: 10/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******