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:02/04/2025

  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.

  My husband **** and myself entered into a contract with Repipe Specialist in March of 2023 with the work being done in April of 2023. The work was completed and there were no obvious problems. In June, our renters noticed a sewage smell and we had a plumber come to try to figure out what was going on (we had no idea at that point it had anything to do with the repipe work) The plumber and renter found there was a leak under the house and we had to call in a company to take care of the water. That company found the dishwasher drain and a bathroom sink were both leaking into the crawlspace We filed an insurance claim and had the ******* come to do the ***air work. Once the work was done, I contacted Repipe to see if they would be willing to help with the costs for the ***airs my insurance did not cover ($813.50). The only response I received is that if I would pay $195, they would come out and take a lookbut if I didn't pay the fee, they wouldn't do anything. We decided it wouldn't be worth while since the work had already been completed so we just let it go. We found out in December of ****************************************************************************************** the new pipe. We spent $3,000 to have that ***aired and could not get Repipe to return my calls. I filed a complaint with the Oregon ***************** and was offered $500 from Repipe (Repipe said they could have done the ***airs for much less than I had paid) I have tried to file a small claims suit but the registered agent refuses to accept my notices. I received a phone call in October from a man claiming to be a new area *** for the company who asked if we would settle for $2,000 (I said we would settle for an amount closer to $3,000) . He said he would talk to management and I would receive an email letting me know what they were willing to offer but we have not heard from anyone since. **More photos and receipts can be provided, very limited on uploading***

  

  Business Response

  Date: 02/24/2025

  Hello, 

  We have settled with ************* see attached agreement - and will be issuing her check within the week. We consider the case closed. (The *** will also be providing her with an additional copy of the settlement.)

• Initial Complaint

  Date:07/12/2024

  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.

  I had my home re-piped by Repipe Specialists in 2015, with a lifetime warranty for workmanship included. Recently, when contacting them for service under this warranty, I was informed of a new policy requiring a $185 deposit prior to their visit, which was not stipulated in my original warranty agreement.Additionally, despite having paid the full $8,595 bill back in 2015, they now claim there is a $100 balance outstanding and are withholding warranty coverage until this amount is paid or proof of payment is provided.I am concerned about the validity of these demands, as the deposit requirement and balance claim were not part of the original terms I agreed to in 2015. Can they legally enforce these new demands nearly nine years after the work was completed?I would appreciate your advice on how best to resolve this matter and ensure my warranty rights are upheld

  

  Business Response

  Date: 07/25/2024

  To whom it may concern
  This customers ******************** of the home *****/28/2015
  ***** ***** reached out to our office 7/3/2024 stating with this Repipe a new line was ran in the garage and secured to the ceiling, but the clamps have rusted and come loose. This line is now blocking the cabinets and the customer felt his warranty covered this type of situation.
  ***** was advised the warranty would only cover workmanship but not parts, but he had a balance still owed so he actually did not have a warranty in place at this time.
  It was further explained to ***** that he still had a remaining balance owed on this job of $138.00.
  Once the final payment was paid, we would then need to collect a Service Deposit amount of $195.00 to request shops visit.
  ***** was also advised because the concern he had with this line in the garage, it would not be covered by workmanship the Service Deposit of $195. would be given to the shop for the trip charge and the shop would present him with a bill for any additional parts etc. for him to pay directly to the shop should there be any additional charges for parts.
  ***** refused to pay the remaining balance owed $138.00 and ***** refused the Service Deposit amount discussed.
  All of this was discussed in a call with ***** and also sent via email as a follow up to the call.
  The attached documents were included in his email on 7/3/24.
  
  Contract
  Warranty
  Invoice noting payments and amount still owed.
  Email to ***** sent 7/3/2024
  
  Best regards
  **** *****
  Market Coordinator NW 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21983286
  
  I am rejecting this response because:
  
  I would like to clarify that my previous statement did not mention any rust on the clamps. The clamps themselves are in good condition and can be reused. The primary issue lies with the workmanship related to their installation.
  
  Due to substandard workmanship, the clamps have become loose and need to be reattached. This may also require an adjustment in pipe routing to prevent any future loosening. The problem is not with the clamps themselves, but with the method used to attach them.
  
  Additionally, I was never informed of any outstanding balance. When a $300 credit was issued, I was assured that no further payment would be necessary. Therefore, it is unacceptable to charge me for an alleged balance after nine years.
  
  I also find it unreasonable and discriminatory to cancel the warranty based on this issue. I am requesting written confirmation that my warranty remains valid.
  
  Furthermore, I request a service call to address the reattachment of the pipe. The service can utilize the existing equipment but must be executed with improved workmanship to ensure the issue does not recur.
  
  Please note that I expect this service to be provided without a pre-paid deposit, as such a requirement was not specified in any contract language related to my warranty.
  
  Thank you for your attention to these matters.
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/05/2024

  Mr. ***** - 

  After reviewing your case, we have waived the outstanding balance on your account - we agree that given the age and amount of the balance, . We have also been attempting to contact you to schedule the service appointment to assess and resolve (if able) your repipe issues, but we have not been able to reach you. 

  Please reach out to ****************************************** with the best phone number to reach you, or the best time of day to call you, since our **** have not been able to reach you at the number on file. Per the warranty language, the $195.00 is a deposit - if your issue is found to be a warranty issue, the deposit will be refunded. We have also agreed to waive the deposit as a courtesy. 

  Sincerely, 

  ***** ******

  Director, Customer Success

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

   

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21983286
  
  I am rejecting this response because:
  
  Thank you for your response. I agree with the decision to waive the outstanding balance, as it aligns with my recollection of previous discussions, despite not having obtained this in writing at the time.
  
  I also acknowledge the statement that you are willing to perform the service call without requiring a deposit, which may be in line with your current policy, though it is not explicitly outlined in my original warranty documentation.
  
  I have scheduled the service call accordingly.
  
  However, before we can close this matter, I would like to receive a short/simple statement from Repipe Specialists confirming that my lifetime warranty remains valid. This request is based on the email dated July 3, 2024, at 12:08 PM from *******, **************** Supervisor, which indicated: "Additionally, your account has an outstanding balance in the amount of $138, which makes any warranty void until the balance is paid in full."
  
  The company sent me a Release and Settlement Agreement outside of this Better Business Bureau process, requesting my signature. This document, apparently drafted by their legal department, includes a blanket release from all future liability, which I am not willing to sign. While I am not an attorney, I am simply seeking a warranty repair and written confirmation that my warranty is valid without waiving any future claims, as the document seems to imply.
  
  Lastly, I would like to ensure that all communications remain within the scope of the Better Business Bureau process.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/20/2024

  We require that the agreement be signed and returned. No warranty will be executable until a signed agreement by the customer has been received and processed by Repipe Specialists. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21983286
  
  I am rejecting this response because:
  
  We are close to reaching an agreement on this matter, but there is one point with which I cannot agree.
  
  As outlined in Repipe's most recent response, the issue I have is with the request to "release and forever discharge" Repipe 
  from all future liability. While I am not a lawyer, I find it concerning that Repipe continues to seek a release from all future claims. It is challenging to foresee potential issues that may arise in the future.
  
  I am simply seeking confirmation that I owe no remaining balance and that my lifetime warranty remains in effect after Repipe waives the previously waived $138 fee.
  
  The original repair has been completed and is being paid for by Repipe, so there should be no future issues unless an unforeseen repair is required. 
  
  Therefore, I do not understand the need for an indefinite release. I would appreciate clarification on why this perpetual release is being insisted upon.

  If that section was removed, I could sign, there is no need for "Consideration" as this is no new contract.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/01/2024

  Dear *** *****, 

  The future indemnification is specific to the issue that has been addressed, not any and all future needs. The settlement agreement language cannot be altered. 

   As you have noted, the work has been completed and the fees waived. In an effort to provide the best customer service possible, we did not delay service until we received your signed agreement. Once we receive the signed agreement, your warranty will remain in effect. 

  We would be happy to resend the agreement so that it is convenient to review and sign. 

  Sincerely, 

  ***** ******, Director of Customer Success

  Customer Answer

  Date: 10/09/2024

  Please do no close.  The current status is RePipe sent me an email indicating my warranty is void.  
  
  They keep sending me an overreaching release form asking me to sign and agree to below ( I did respond to this in my previous BBB communication):
  
  "Customer does hereby release and forever discharge the Contractor, their agents, employees, successors and assigns and their respective heirs, personal representatives, affiliates, 
  sub-contractors, successors and assigns, and any and all persons, firms or corporations liable or who might be claimed to be liable, whether or not herein named, none of whom admit any liability to the Parties, but all expressly denying liability, from any and all claims, demands, damages, actions, causes of action or suits of any kind of nature whatsoever 
  both person and property, and also any and all injuries and damages that may develop in the future related to the Incident."
  
  I am just looking for 2 simple confirmations from Repipe without having to sign some overreaching complex legal settlement doc.
  
  1) RePipe confirms my original existing warranty is still in effect (The warranty I originally received, not some updated warranty they use for new customers).
  2) Confirmation the $138 was waived from 9 years ago.
  
  I can agree to not post any negative comment if that helps.
  
  But again, I should not have to sign away any and all future claims (not that there is any problem now) but that is absurd, no one would do that.
  
  Please advise how we can agree and close this, is really just a simple matter that they are turning into some formal legal overreaching release form

  

  Business Response

  Date: 12/06/2024

  Hello *** *****, 

  We have provided clarification on the settlement agreement previously. Once you sign the agreement, your warranty will be active and a zero-balance confirmation will be sent. We cannot alter the terms of this agreement. 

  As a reminder, we indicated your balance would be waived, AND we waived the deposit for the service call you required. Work has been performed and completed satisfactorily. We do review the settlement agreement annually, and if you would like to continue to wait to sign it, we can resend it to you once the 2025 version has been approved. Again, your warranty will not be active until we receive a signed agreement. 

  Sincerely,

  ***** ******, Director of Customer Success

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 21983286
  
  I am rejecting this response because: I have not received any additional clarification from the business about the over-reaching release form asking me to waive any and all future claims?  Why are they requiring me to release them form anything? I am only asking to confirm the waiver of $100 or so balance from over 9 years ago and to confirm my warranty is still valid.  I can agree to not post any negative comments on social media, but my patience is growing thin.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/25/2023

  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.

  We had repipe come in to repipe our home I'm not complaining about the pipe work my isues is they ripped 6 holes in my walls and now they said it's my responsibility to patch it up. I've spent over $8000 on this project and I believe patching the walls in which they cut open should be part of the work but all I seem to be getting is the run around. They sent me a link to a dry wall specialist to fix the problem. I feel it's there responsibility for patching the holes that they cut out and I feel it should be taken care of by them

  

  Business Response

  Date: 06/26/2023

  Customer has been told several times that patching was not part of his contract. It is even written on the contract "no patching". There has been absolutely no run-around. ******** was never part of the job. Rep discussed this with the customer & went over the contract with customer on 6/21 when the job installed and again on 6/22. Rep gave the customer info for a drywaller as customer couldn't find one. I have attached a text from customer to *******. The shop also told customer that patching was not part of the contract on at least 3 occasions. They did have to go back after the initial install on 6/21 in order to handle a **** and a shower that the customer was dissatisfied with and they were asked about patching at that point and let the person know that ********************* and ******* were working on getting **** a contact so that he could get the patching done. **** has insisted all throughout the process that he should have patching but it was simply never a part of the contract. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20234571
  
  I am rejecting this response because:
  Guess my next step is small claims court after all I spent $9000 on this project 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/11/2022

  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.

  In July 2019 we had a total re-pipe done by repiped specialist who contracted out to ***** plumbing. We noticed our airflow had some issues but thought it was normal. (We had a new AC/heater installed one month prior who noted no issues as well as an inspection done in 2018 before we purchased our house, again who noted no issues.) We have pictures from 2018 from this inspection of the crawl space. We noticed bad airflow and called out our ac company (********* Heating and Cooling to see what this issues were) they said whoever did the Repipe damaged all but two of our ducts, stating all the damage is under the new pipes in areas no other plumbers have been in. From ********* heating and cooling:based on the determination of our company we see that the new plumbing is exactly above the preexisting H vac is preexisting hvac ducting And it is clear to us to determine that we can see someone was laying on the Ducting during pipe installation of the water lines as you can see in the pictures the in the pictures the docting is only damaged where the water lines were installed nowhere else Additionally they even sent water lines through one of the metal vents which is which is a hazardous install install due to the fact that the water lines are plastic and the metal ducting could easily cut it through vibration from the air movement This is not the 1st time we have seen something like this happened it is quite common for plumbers to lay on flex duct as it is a more comfortable position to work instead of pushing stopushing stuff out of the way or temporarily disconnecting duckwork in order to create a safe workspace And not damage other stuff in the process Additionally where any of the any of the pexpipe goes it appears that the duct work was laid upon or damaged because there is dirt marks right and the same location as the duckwork and pex. ***** at Repipe Specials has denied it could be their team who damaged our ducts and wont pay to have the ducts repaired.

  

  Business Response

  Date: 09/15/2022

  I have gone back and forth with *************** regarding this issue. She reports in her complaint that no one has been under her home for 3 years since we repiped the property. This is factually not true as she had drain work done in April of this, which she also blamed ***** Plumbing for an "illegal" connection in her drains. No drains were touched with our repipe as we went over with her in April 2019 and again currently. I have explained to her that duct issues show up immediately and if our shop HAD damaged the ducting, they would have informed her immediately and handled it then. Her work was done 7/19/2019 - in the summer. Per her complaint, she notes they had some airflow issues but thought it was normal. Why she didn't contact us nor her HVAC company then, makes no sense. There is also indication of a new gas line which she has in the photos she sent to us as well as the drain work and there was some electrical work done under the home. We claim we are not responsible for the duct work that she claims was damaged as there were other things done after our repipe. Our installers had plenty of room to install the piping and it is not our shop's practice to "lay on the ducting" to do any repipe. We don't touch it. The amount of damage to some of those ducts is very extensive and could not have been caused by someone just laying on them. There is no proof that after 3 years that the repipe was responsible for her duct issues. Customer also mentioned her HVAC doesn't have to be checked every year which indicates they had to have come out at some point, potentially to check that her unit was working. 

   

  I have attached the full email chain with photos as well as another set of photos with some explanation. There just is not sufficient proof that we caused this damage and there were other workers under the home, not just ***** Plumbing and, again, it would have been noticeable at the time if there were major issues with the HVAC.