While I see that most folks on here have had a great experience with Pipe Wrench Plumbing my experience was less than satisfactory. Here's my story.
On Thursday September 22, 2016 I called Pipe Wrench because we needed a new water heater. There was a sticker on the old heater with there number and a coupon for $25. Andrew H came out and provided a quote for both a standard and tankless system. I went ahead and chose the tankless system as we were literally leaking water in our basement from the old tank.
Brad T and Tony K came out and took out the old tank and installed the new tank but left a mess of PVC Pipe cuttings, which I had to clean up. Also when drilling the holes through the side of my house they drilled holes which were three times the size of the actual pipes that were being ported for overflow. They used the majority of a tube of silicon to seal the hole around the pipes.
Within 24 hours of installation (Friday) my wife showed me a coupon for $1995 for a tankless water heater. I called the office and spoke to Michelle (michelle@pipewrenchplumbing.com) and told her about the cleanup issues, no $25 credit, a warranty discrepancy and of course much lower advertised price. She told me to send her an email explaining the issues which I did on Saturday 9/24.
Michelle never got back to me but my sales rep called me back and promised the $25 coupon but told me that the much lower advertised price was not for my model but he would not elaborate on which model it was. There was no mention of the mess that was left by the install guys. While I appreciated the gesture I felt that I was being blown off so I called back and got Michelle and she said my issues were out of her hands and that I needed to talk to Andrew Whartley (andrewhartley@pipewrenchplumbing.com)
which I did and I sent him a copy of the email that was sent to Michelle.
He told me that he would handle things and after a week or so I gave up on Andrew and called back in and asked for the owners. I was told they were Paul (paul@pipewrenchplumbing.com) and Whitney (whitney@pipewrenchplumbing.com). I sent them an email on October 12th which there has never been a response.
To date none of my issues have been addressed. I guess that 100% Satisfaction Guarantee is for customers that don't ask any questions or complain.
We will never use this company again nor will we recommend them to anyone we know. As a matter of fact we go out of our way to tell anyone that will listen not to use Pipe Wrench.
While I don't expect a response to my review nor will I change my mind about my review I will update this review if they decide make things right.
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