ComplaintsforAhead of the Rest Plumbing

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 30th Plumber inspected and turned on water for new house. Plumber communicated to builder there was higher then normal pressure but stated everything checked out and water was on. On April 1st, we checked progress and found tub plumbing assembly water valves were not turned on. We turned on water valves at the tub to use new clawfoot vintage facet. Water leaked out the tub drain. We proceeded to clean up water and connected the drain pipe ourselves. We rechecked the drain and it was no longer leaking. On April 2nd, owners had adult family over and gave tour of progress (we did not test facets at this time). We proceeded with farm work for the day. That evening, water seen running out of the exterior walls of the house through the yard. Inside we stepped into standing water. We found hot water spraying from the clawfoot tub hitting the walls and ceiling. We identified the bathtub facet hot water line had broken loose from the incoming water line and turned off the tub valves, hot water heater and water into the house. Contacted the builder and reached out to Servpro to address water damage. Servpro arrived after 10pm that evening. They worked to dry up the water and put what fans they had onto the damaged areas. On Monday, Servpro returned and began demolition which included flooring to the laundry, master bathroom, hallway, master closet and master bedroom, pantry and portions of the kitchen. They placed approximately 60 fans to dry for multiple days. Plumber did not show back up until April 8th. Told us it was not his fault that he notified builder and had no line of communication to owners. He proceeded to show us a pressure test of the in coming line to the house and the exterior facets but stated this was not performed at the time he completed his inspection prior to damage. He told us the house needed a pressure control valve to address the high pressure issue which he failed to share at his earlier visit.

  Business response

  05/03/2022

  On March 29th the plumber was out to install a custom escutcheon on the master tub.  Once installed, he proceeded to turn on water and test for leaks.  During testing, no leaks were found.  Plumber did notice higher than normal water pressure, and communicated this to the general contractor.  Plumber recommended installing a pressure reducer valve. 
  On the evening of April 3, the ** reached out to ARP stating that there was a water leak, and that his customer had called Servpro to start the clean up and restoration process.
  When arriving on April 8th to discuss and investigate what had happened, we were made aware that customer and the painters attempted to make repairs, days before, in that same area. We also attempted to explain that ARP was hired by a **, and to avoid any conflict of interest, all additional work is communicated to **, who is responsible for relaying all information pertaining to project, as it has been throughout this job.  
  Unfortunately, there was no communication to the ** and/or ARP, making either of us aware of the original tub drain leak, prior to repair by an unlicensed homeowner/contractor. At this time, we are unable to confirm if the cause of the leak was from high water pressure, adjustments, and/or repairs made after the plumber left on March 29th.  
  
  
  ARP has **************************** and you filed a claim on your behalf.

  Customer response

  05/05/2022

  Complaint: 17020227
  
  I am rejecting this response because: the information provided is not accurate. In speaking with my GC there was no communication to him on 3/29 regarding the need for the pressure valve as a fix for the high pressure.  This discussion did not take place until he returned on 4/8 nearly a week after the significant damage occurred.  Also, in his statement he claims the homeowner and painter made repairs to the same area.  There was no "repairs" made.  In fact, the issue was another leak that was found after the leak test the plumber performed was completed.  If the leak test was performed the need to tighten the bathtub drain would not have needed to be done.  This in no way impacted the tub faucet which was the culprit of the water damage.  The bathtub faucet is a freestanding faucet and is not connected to the tub in any way.  Not to mention 2 other leaks that were also found after he completed the test for leaks.
  
  Regards,
  
  *********************

  Business response

  05/16/2022

  As stated in your original complaint, ** was aware of ************** pressure on March 29th (ARP was not onsite 3/30). This is not discussed unless the plumber has concerns. It has been clear that you have been upset by the lack of communication between you and the ** on several occasions. Due to this, you made us aware in March no payment will be made to ARP for the additional services provided.
  Regarding your statement on repairs not being made. Per a conversation with the ** and your original statement on 4/13 with the BBB connected the drain pipe ourselves confirms a repair has been made after the plumber left. The ** made us aware that the painters assisted in this repair. 
  Your insurance claim is still under investigation with our insurer. As of today, it has not been determined if its high water pressure, adjustments and or repairs made after 3/29.  
  Typically, warranties are issued on paid services. Completed work has not been paid, therefore is not under warranty. 
  
  
  

  Customer response

  05/17/2022

  Complaint: 17020227
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  Business response

  06/02/2022

  Letter from NARS North Amerian Risk Services

   

  May 25, 2022

  
  

  Sandra Kile

  764 Borgman Road

  Henrietta, TX 76365

  
  

  RE:          Claim Number:                   ABPAC22040054

  Policy Holder:                      Ahead Of The Rest Plumbing

  Policy Number:                   1ABPTX05126972000

  Insurance Company:         Accredited Surety & Casualty Company Inc.

  Date of Loss:                        04/03/2022

   

  Dear Sandra Kile:

   

  North American Risk Services, Inc. (NARS) is the third party administrator for Accredited Surety & Casualty Company Inc..

   

  We have completed our investigation into the above-mentioned claim and we have determined that our insured is not liable for your claimed damages. Our obligation as an insurer is to pay only those claims for which our insured is legally liable. Therefore, we must respectfully deny your claim.

   

  The following are some facts supporting our decision:

  To date, you have presented no evidence clearly showing our insured as at fault. Our insured advised they were last in the house on 3/29/22 and saw no leaks or issues at that time, and that they advised the general contractor Randy that there might be a pressure issue. Randy has confirmed this sequence of events on a recorded statement he gave us. He also confirmed on that recorded statement that in between the time he spoke with our insured plumber, and the time you guys went in the house and turned on the bathtub washing it out, and connected a hose to the bathtub, that he did not tell you about the leak inspection completion. You guys went into the unfinished house without any of the tradesmen or contractors present with you and turned on the bathtub, and connected a hose to the bathtub, without even knowing for sure if the plumbing inspection had been passed at that juncture. The leak came from this same area and room where you ran water in the bathtub; we also highlight that you were the last ones in that room before the leak actually occurred a day or two later. Further, Sandy Kile confirmed she was in the house with her daughter and her daughter’s boyfriend on the same day the leak occurred, earlier that day. The fact that you were the last ones in the house, and ran the water in that bathtub without any contractor present and without anyone advising you were ok to do so, and the timing of the leak not long after, we feel may have been an intervening event. There has been no evidence otherwise that shows our insured as at fault. We have investigated this thoroughly taking multiple statements and having an appraiser out in the field give his thoughts on such. He feels that the water pressure likely caused the leak, but could not point to our insured nor you guys for sure as the at fault party. We note that with a potential water pressure issue involved, turning the water on to the bathtub and connecting a hose to such may have caused the leak.

   

   

   

  Sincerely,

   

  Trent Bailey, SCLA, SSYB

  Senior Claims Adjuster

  321-441-1255

  tbailey@narisk.com

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