Pure Plumbing

Dan Y.

I would give 0 stars if it were an option. We were scammed and misdirected by both Pure Plumbing and Brigham Restoration. In the middle of June we found signs of leaking outside the house and in some sparse areas of the utility room and found more leakage in July. The leaking was not significant, and the water meter didn't show any change, however we wanted to address this issue before it progressed.

We found Pure Plumbing through the internet, and when they came for a diagnostic, they brought with them Brigham Restoration for mitigation. We did not think that mitigation was necessary. The amount of water leakage was limited to tile. However, Pure Plumbing insisted that mitigation needs to be done before repair, which involved tearing down large sections of our home including 2 feet in wall height in large sections of our walls and several doorframes, also the cabinet under sink in utility room. This didn't sound right to us at the time, but being inexperienced, we decided to trust the company. They had us sign an agreement where they would directly speak with insurance.
Pure Plumbing's 1st repair (after stab leaking diagnosis) was in the utility room, where a tunnel was dug, and Brigham tore up large sections of our home for mitigation. A few days after they finished, we noticed even worse leakage at the exactly same area! This required further repair. They diagnosed leaking on the service line and did a 2nd repair: We had to have another long tunnel dug and have the whole service line changed. Perhaps they had a faulty initial diagnosis, or perhaps there were unforeseen problems? Their one-year warranty meant nothing because they insisted that these were two different leaks at the same time despite the leakage being the exact same! At the beginning, we were told by the Pure Plumbing that insurance would cover their excavation work. However, this wasn't true! It turned out that we had to pay $24,000 out of pocket for these two repairs.

Brigham Restoration's behavior following their mitigation is unacceptable. We were at first led to believe that they would fix our wall, doorframes and cabinet. We called multiple times to ask for an invoice, but our phone calls were ignored. We had to call with a new number for them to pick up, and they refused to give an invoice since they preyed on our inexperience and had us sign the insurance agreement before. We asked our insurance and found out that they had paid $16,000 for the excessive mitigation work involving mostly unaffected areas of our home and they won't fixed what they did. An estimate insurance gave for the costs of restoration was only $3500. This leads us to believe that Brigham Restoration knows to perform excessive work on inexperienced homeowners to play insurance companies for money. The fact that they ignored our calls and only picked up when we used a new number is damning evidence of shady business practice. They should be called the Brigham Destruction company!
Now it is hard to find door frames and cabinets that match our original furnishings which were a nonstandard size. After calling many vendors, we have had to pay even more for the custom size door frames and cabinets. Restoration of our home after Brigham's destruction has yet to be finished.

This whole ordeal demonstrates how these companies work together and use their experience to extract money from homeowners and insurance company!

Shelly R.

I contacted Pure Plumbing based on several Facebook recommendations due to no hot water in one of our showers. Plumber told me the issue was related to a shower valve and would be costly to repair. Because he had to open up the wall to get to the issue at that point I elected not to repair since my long term plan (long term as in a year or two) was to renovate the particular bathroom. Fast forward - I fast track unplanned bathroom Reno only to find out after replacing the shower value with the renovation contractor based on what Pure Plumbing Plumber had told me - still no hot water. Turns out it was a hot water heater issue, and the plumber never bothered to check it even though I mentioned we had a hot water issue in another part of the house!!! Absolutely ridiculous! I spent thousands of dollars on a unneeded at the time bathroom reno when I really needed and still need a new hot water heater. While I am not a plumber it seems to me that plumbing 101 would be to check all possibilities of a cause before giving no other option then to open up a wall.

I learned it was the hot water heater after calling to complain and Pure Plumbing sent another plumber out that initially told us it was the shower value again. After I told the it was not since the entire thing had been replaced they investigated more and found the hot water heater issue. I was told a manager would call me as I was obviously very upset, but I never received a call. Took me calling again.

In the end they did refund the original charge, but Service Manager never apologized for their gross negligence which cost me thousands of unplanned dollars and still need a buy a hot water heater!

U'kay E.

Chase and Amari came out to service my leaking water heater. The confirmation for my appointment was consistent this week, and I received a call on today, hours before, which was extremely thorough. I already had three other companies lined up but moved Pure Plumbing ahead of the line simply because of the FREE CONSULTATION to come out, which is rare. This was a great decision knowing what I know now, but as expected the arrival within the expected window was met. Then after seeing the damage, Chase and Amari identified exactly what the source was, and the pros and cons of the overall project. They were never pushy or salesy about payment and even when I did decide to move forward they provided multiple quotes for flexibility in payment understanding the season the nation is in financially. At the end, I have a new water heater, and Chase actually included a second drain line. The work didn't leave a mess or damage to property and as probably assumed by now-I'll be calling back all other companies to cancel them coming out, and so should you. Pure Plumbing is definitely earning their 5-Stars and if you're lucky Chase and Amari will get called out for your repair. Very happy with the results! Thanks again.

Barrett T.

Amazing professionalism, responsiveness, and customer service from Uriel and the folks at Pure Plumbing. Saturday morning free flow leak from an old hose bib that rusted through so bad you could see daylight through the holes once it was dug out. Uriel made it out within an hour or so of our call, immediately dug out the area around the leak to find it and see if patch or repair was possible. He crawled under our 100 year old pier and beam home to assess the situation (I followed) and he found that getting to the pipe would require hand digging trenches under multiple beams to make room to belly crawl to the target. He did all this work to make sure the quote for the work would be accurate, and I am glad he did. We agreed on the scope of work and price, he showed up on time the next morning, knocked out the work (and even replaced the dug out hole from the old hose bib). Unprompted, he told me that his shop was short on pipe insulation so he would have to return the next day to finish insulating the pipe. I never would have known. He returned as promised, then sent me pictures of the fully insulated pipe. He was courteous and incredibly friendly despite having to spend Saturday night crawling through mud and spider webs in 100 degree heat. Highly recommend this company and Uriel, in particular.

Nancy T.

Uriel was very efficient and explained in great detail. We really enjoyed working with him

Glenda G.

A few days ago I felt the urgency of calling a plumbing company, my living room was flooded and water was running in the garage, I made the best decision by calling Pure plumbing, Uriel showed up, he quickly found the problem, He explained to me step by step what I had to do, we had to wait until the next day to start with the repairs, so Uriel left me a tool and showed me what I had to do to be able to have water for at least 10 minutes, the next day Uriel and Chase arrived, they both were kind, very efficient, very professional, they did a extraordinary job, I couldn't ask for a better job, definitely 100 % recommended.

Paula S.

We had a leak in our front yard in the flower bed. Another company provided me with a quote that I felt was a bit high. Based on a referral from a family member, I called Pure Plumbing to get a second quote but they said they couldn't provide a quote over the phone. They offered to come and take a look at the problem and provide a free estimate. The plumber came and said it would cost $325 for an estimate. I told him what the other company told me was the problem but he said he had to make sure himself. Since it was already mid-afternoon, I told him to go ahead with providing me an estimate thinking that I could talk to the office later about the charge for providing an estimate they told me would be free. After about 10 minutes, the plumber confirmed that the leak was coming from the homeowner's shut off box (which is what the other company told me as well). His verbal quote was almost twice what the other company quoted me. He did offer to take the $325 cost of the estimate out of the repair price. However, he refused to email me a copy of the estimate and said that we would have to close out the transaction before he could provide me with the written estimate. I asked him to wait outside so I could contact my husband to see what he wanted to do. I also called the other company to see if they could come out to fix the problem that day but they were booked until the following week. Since I work from home and didn't want to go without water for another 5 days, I agreed to have him do the work. After the work was completed, he emailed me the receipt/invoice which has no details of the repairs performed. I contacted the office the following day about my feeling misled on the "free estimate" and the invoice. The person told me they would talk to the supervisor and get back to me on Monday. On Wednesday, I still had not heard back so I called them again. The person I spoke to said that the charge for $325 was for work done to locate the leak (10 minutes that he spent to dig in the flower bed to find the hole in the plumbing), and if the problem had been obvious they wouldn't have charged me for the estimate. It still doesn't make sense to me how they can say free estimate when it's only free when the problem is obvious. She said she would talk to one of the managers and get a revised invoice to me within 24-48 hours.

It is now Friday evening and I received no resolution and still have not received a revised receipt/invoice. I would not recommend this company at all. While their free estimate claim may not be fraudulent, it is completely misleading.

Jordan J.

Our toilet was clogged and a sink. They checked all of our bathrooms before getting started to make sure of the location of the problem. They fixed everything in under an hour. Jordan and Yurel were incredibly nice, respectful and efficient. Will definitely use them again.

Kris Y.

No words can express how grateful we are for Pure Plumbing's awesome plumber, Ryan, whom we had the pleasure of meeting today. The company was very responsive in providing exactly what we needed. We spoke with manager Jared over the phone to schedule our first appt and he was very helpful in explaining the process and letting us know what to expect. There were no surprises. When Ryan was here, he was thorough and detailed and very friendly and kind to us. We really do appreciate their customer service and down-to-earth approach and certainly wish that there were more companies and contractors around here who can operate with the same attitude and professionalism as these guys. Definitely keepers and happy to know them as our go-to plumbers!

Elena S.

Daron was amazing! Actually the entire process was much easier than anticipated. We had an urgent need and I was SO pleasantly surprised that someone would be available within an hour. Then Daron arrived and quickly assessed the problem, gave us several options and explained everything in detail. He was thorough, professional, friendly and put us completely at ease with the whole process. He went above and beyond in several ways and has acquired us as Pure Plumbing customers for life!