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NIBCO, Inc.

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NIBCO, Inc. Reviews (2)

Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: *** ***, Counsel
Contact Phone: XXXXXXXXXX
Contact Email: ***@nibco.com
To whom it may concern,
The homeowner that submitted this complaint initially contacted NIBCO INC ("NIBCO"), complaining of a
leaking NIBCO PEX productNIBCO requested, per its standard warranty, that the individual provide the allegedly leaking PEX tubing so that it could be evaluated and testedThe homeowner then proceeded to submit a sample of PEX tubing that was allegedly adjacent to a section that leaked, but was not the actual leaking section of tubingNot surprisingly, when NIBCO tested this section it did not leakNIBCO sent the homeowner a letter stating that the section provided did not leak and did not evidence any defect
A NIBCO employee subsequently contacted the homeowner via a phone call after the homeowner asked via email how he should submit a warranty claimThe NIBCO employee informed the homeowner that he needed to send in the specific section of tubing that leaked for evaluation in order for NIBCO to investigate the root cause of the alleged problemThe homeowner never did so, and instead filed this complaint
Without the allegedly leaking PEX tubing, NIBCO cannot evaluate whether the homeowner's product leaked due to an issue with the product itself, or rather due to some damage caused to the product during the installation processThus far, NIBCO has only received an adjacent section of tubing that did not contain any leaks
We hope this information is helpful in understanding the homeowner's complaintShould you have any questions or need any additional information, please contact usThank you
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NIBCO's account above is partially accurateThere was a request by NIBCO that a section be sent for "analysis"A picture was also requestedIt was never specified that the section with the failure was neededI simply thought they were testing a section to see it it also failed, or was part of a defective batch, etc
NIBCO was in no way forthcoming that it was the actual section that failed is what was needed for "analysis"
I did ask after the adjacent section was deemed "not defective" if the section that failed should be sent in and Jeff Colborn said that it could to "see what they find"He however did not provided the requested PER form so that I could send it in
I will happily provide the affected portion of the tubing for "analysis" I simply request that whatever PER form is needed for the process to proceed is provided, as with any specific instruction with regard to the procedure
Thanks
Final Business Response /* (4000, 11, 2016/01/25) */
Mr*** contacted our office indicating the consumer has reached out to them, and understand to send the item that is leaking for testingHe is waiting for the leaking part to perform the test
Final Consumer Response /* (4200, 13, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Resolution of issue is pending the company's analysis of failed PEX tubing
Product Return Authorization was received last week and the affected piece of tubing was shipped today, as instructed, to the NIBCO Elkhart PlantI will await receipt of the tubing and results of analysis

Initial Business Response /* (1000, 9, 2017/04/28) */
Ms. [redacted] returned a sample of the PEX Piping back to NIBCO in September 2016. NIBCO evaluated the PEX Piping and sent an Evaluation Response Letter (ERL) back to Ms. [redacted], on October 3, 2016, using the email address Ms. [redacted] had...

originally provided. NIBCO found that the PEX Piping was not defective. There was no evidence of defective material or manufacturing. Measurements showed the tubing had an expanded outside diameter, indicating excess pressure in service. This can be the result of delivery pressure and/or thermal expansion, which can damage the tubing.
Ms. [redacted] states that she did not receive written information from NIBCO about the results of the evaluation. However, the ERL was first sent to the original email address provided by Ms. [redacted], which turned out to be the wrong address. Once a correct email address was provided, NIBCO sent the evaluation results to Ms. [redacted] again on January 3, 2017.
Ms. [redacted] also states that she did not receive results from the second sample she sent in. However, NIBCO sent an ERL for this second sample on 4/11/17. This sample showed evidence of having been bent over an object improperly, and did not show signs of a manufacturing defect.
We are sorry that Ms. [redacted] has experienced leaks in her home, but at this time all evidence points to improper installation and use.

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Address: 1516 Middlebury St, Elkhart, Indiana, United States, 46516-4740

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