We purchased our newly built house in December 2013. On November 15, 2014 I noticed there was water leaking from the gate valve located directly above the hot water heater. The water had pooled on the top of the unit and had begun rusting various parts of the unit, including the water supply connection, which is built into the unit. I contacted the home builder via email immediately after noticing the issue. The builder then contacted Imperial Plumbing who sent a technician out to fix the issue. The technician came the next day and simply tightened the leaking gate valve, called it fixed, and left. The technician had not completely resolved the issue because the only way to fix it was to completely replace the unit because the corrosion process had already begun and in a few years the rust would completely eat through the connection and cause it to leak. Not to mention, a few months later the gate valve continued leaking. Unfortunately I was not in a position to tell the plumber how to do his job. On July 21, 2016 I took pictures to document the progression of the rust to show there was still an issue. Fast forward to August 18, 20176, I went to take a shower in the morning and there was no hot water. When I went downstairs I noticed the water heater had finally rusted through and a lot of water was on the floor, so I immediately turned off the water to the unit to stop the leak. I contacted the builder that day to ask what action I should take but was informed the owner of the company would not be available for at least a week. At this time my wife was 2 weeks away from giving birth to twins so I contacted another local plumber, Advanced Plumbing and Heating in Newington, CT, who came out the next business day and replaced the unit. They also helped me out by managing to claim the failure under warranty. Only the cost of the unit was covered of course, but the labor was not. I emailed the builder notifying him of what had occurred. I recapped the entire issue from the time I noticed the leak in 2014 to when the unit finally failed. I forwarded the bill for the labor and asked if they could get the plumber to cover the cost. After a lot of emails and pictures between myself, the builder, and Imperial Plumbing's Ed Havens, which I still have copies of; the plumber has denied to take responsibility by stating the labor is only covered for up to 1 year. This is not a valid reason because I initially brought the issue to their attention in November 2014, which was under a year, and they failed to completely resolve the issue at that time. The plumber also states that because the unit was replaced under warranty that it must be an issue with the unit from the factory. This is not the case because the issue is only due to improper installation of the gate valve above the heater which leaked and caused the heater to eventually rust through and fail. The builder in this case has simply been the middle man and has been as helpful as possible, they have even gone above and beyond and offered to cover roughly half the cost of labor which should be the responsibility of Imperial Plumbing, not the builder.
Great company - they respond quickly and do everything they can to help get you exactly what you need as quickly as you can. We own a real estate company that flips houses and rents out units, and we have always used them. They are top notch and will go above and beyond to help!
UPDATE: Imperial has posted a response claiming they will review the issue and attempt to resolve it. If anything changes I will update.
Excellent Customer Service. I have trusted them with everything for 18 years!
I have used Imperial Plumbing and Oil since 2002 for both my home and business needs. They have always provided prompt, courteous and effective customer service. Wouldn't use anybody else!!
Working with Imperial Plumbing has been a blast. They put the customer first and your satisfaction is their business.
TL:DR: Contact "Advanced Plumbing & Heating, Inc." out of Newington, CT instead. I cannot trust Imperial Plumbing to perform even basic plumbing jobs, and if they screw up they will not make it right and help out their customer.
Thank you
Imperial Oil Propane Plumbing Heating Company Inc is a US Plumber based in South Windsor, Connecticut. Imperial Oil Propane Plumbing Heating Company Inc is located at 648 Sullivan Ave, South Windsor, CT 06074, USA.
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