Sauk Plains Plumbing & Pumps, Inc.

I am writing in response to complaint ***We did do the new construction plumbing for Mr*** homeThe work was completed around 2/2/We have an industry standard year warranty for parts and labor for new home projectsWe did visit Mr*** home around 11/13/to
look at a leak he had in his basementWe discovered a valve in the hot water system that had a leakThe calcium buildup on the leak made it look like it was meltingIt was not melting it was just a leakWe replaced the valve with a new one and the leak was fixedAt no time did the customer ask for a quote or ask how much it was going to costBecause this leak occurred almost years after the year warranty expired it was chargeable and any other contractor would have charged him for the repairHe was charged labor from the time my service tech left the shop to the time he got back and for the parts we usedWe have done nothing wrong and expect full payment. Thank You *** ***
Sauk Plains Plumbing and Pumps Inc.608-798-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have reviewed the response by the business to this matter and have some responses. Attached are pictures of the plumbing issue that was the problem. First, this issue that is being described as a leak with calcium deposits is not correct. This was not a water leak, as the pictures show, it appears that the joints that were originally installed were melting and dripping onto our concrete floor. The residue on the floor was not water, it felt more oily or like melted plastic. We sent these same pictures to the plumbing company and they said they would send someone over and look at it. I met the plumber at our house. The plumber made the statement to me that he had never seen anything like this happen before. Now if this was just a water leak with calcium deposit, I am pretty sure plumbers have seen that many times. I also believe that this area was either not installed correctly or with defective materials as plumbing should last much longer than a few years. The plumber on site also cut this area out and replaced with copper parts and told me he did this to make sure nothing like this would happen again. If done correctly the first time when we built the house, why would the same companies plumber have to rework this area with as he stated "better quality parts." We also sent the pictures and set up an apptfor someone to look at it and were never given any quote or any indication on having to pay for travel time from Sauk City. If we would have known this was the case, we could have found many plumbers in the Monona/Madison area that were within a few miles of our home.I understand that the business is stating there is a one year warranty on parts and if that is all they want to stand behind that is fine. I firmly believe based on the pictures and comments by their own plumber that this area was installed using either defective parts or just done wrong. We agree that work was done and are willing to pay a portion of the bill. We fundamentally disagree with the stance and attitude displayed by this company. We want to make sure this complaint is logged in the system and will make sure that we pass along the word as to our experience with this business
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

The issue was a water leak on a pex valve. The calcium build-up on the valve, which the customer thought made the fittings look as though they were melting, was in fact calcium build-up. Salt residue found in soft water can have an oily feel as it dries.  When our plumber stated he had never seen anything like this before, he was referring to the pex valve leaking.  The plumber replaced the valve with what he had on his truck, having nothing to do with inferior or superior products. We continue to use pex valves and do not have issues with them. As stated in the previous response, any call- backs within one year of installation would be covered under warranty but this job was completed over (3) years ago. As per industry standard, we offer a one year warranty, not a lifetime warranty.   Our company is out of Cross Plains, not Sauk City.   Understanding the customer was confused about the warranty, and could have called someone else in the area, we will credit one half hour of drive time for a new total of  $224.44. Thank you,  Sauk Plains Plumbing & Pumps, Inc.608-798-2121