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:12/23/2024

  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.

  At the end of March I contacted Pipe Masters about a bad smell in my hot water. They did a flush of the water heater. The issue was not immediately resolved, so they came back the next day to change the badly degraded water heater rod. They claimed to have replaced it and set pictures of the new and old rod. I was charged for a new rod and labor. A few months later the bad smell came back, so I contacted a water heater specialist. The water heater specialist found that the original rod from the initial installation of water heater was still there. Pipe Masters did not change the rod. I want a refund on the rod and labor.

  

  Business Response

  Date: 02/18/2025

  We've reviewed the merits of this complaint and verified Pipe Masters completed the work that we were hired for. We have before and after pictures of our repair, which was also emailed to the customer along with our invoice.

  
  

  Although we disagree with the customers claim, we've already spent a lot of time trying to reason with this customer to no avail.  We'd be willing to offer a full refund for the approx $300.00 worth of work we performed to put this issue behind us.

  
  

  Mahalo,

  *****

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22722426
  
  I am rejecting this response because:

  I'm surprised to hear you say that you could not reach me.  When I initially contacted Pipemasters about the issue, I spoke with the operator who told me that someone would get in touch with my about this issue.  No one contacted me.  I tried multiple times calling back only to get voicemail.  It seemed as though I was ghosted by Pipemasters, hence why I reached out to BBB to mediate this.  It took Pipemasters now 2 months to respond to BBB.  
  
  In case you have confused me with another customer, this is concerning a 2 day repair with #******** and #********.  The first day Pipemasters sent who they called a hot water heater expert.  The Pipemasters water heater plumber discovered that the rod needed to be replaced.  The Pipemasters water heater plumber did not have a replacement hot water heater rod with him and he was unable to get the part that day.  An appointment was scheduled for the next day for the repair.  
  
  The next day a new Pipemasters plumber comes to change the rod.  Again there is an issue with not having the correct parts and he leaves.  After he leaves, I spoke with the Pipemasters operator and expressed my concerns about how unsanitary the job was looking.  Pipemasters operator said that he will contacted the Pipemasters plumber about the issue.  When the Pipemasters plumber returned, he was ******. I could hear him screaming outside and what sounded like punching, slamming or kicking my gate, which was scary. Ultimately the Pipemasters plumber did not change the rod.  
  
  I am requesting refund for this 2 day ordeal totaling $717.22.

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