Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wed April 17th Mike Scott plumbing sent a crew to our home 2 hrs early, to pump a septic tank. They were told where it was as my son was not home yet. When he arrived they were trying to remove a manhole cover for ***** then tried a different system. After getting upset about that they were directed to to correct area they used a metal rod to locate top, once it was dug it it was broken in an area which looked like a fresh new break (5) pieces. Hater tank was pumped they left and left the septic tank,open( this is right near back door) they stated someone would call with what they could do. Now after a week we still have an open septic tank that puts toxic fumes on air at back door of home. The company has yet to fix or replace, and today the service manager sent my son a very nasty email, stating that if he did not stop asking they would put it last ( I believe his comment was if you dont stop blowing up our phones I will delay the process even further. Today I spoke with ******* for the company who said he needed to make a new cover( its been a week already) The biggest issue is the health and safety concerns of having an open septic tank, and having to breath in the fumes every time you have to enter or exit the home. After a week this should have been resolved and we should not have to deal with the health aspects of the open sewage waste. Again they continue to say they will call back and never do. The main person who sent the email was ************************* the service manager his phone is ************. We are also contacting the Florida health department due to the health and safety issues

  Business response

  04/25/2024

  We did in fact go and pump out the sewage from the septic tank on April 17th 2024 . Upon digging up the septic tank the technician noted that there was a piece broken on the custom lid 16" x 5' long. This is called a slide lid. The home was built in 1960 and has the original concrete tank with this a five part lid. The technician spoke with the son *** who has been the contact throughout this service and let him know we are no responsible for lids that are broken but would try and find one and put two step stones over the hole to cover.  The son *** called his Dad ******* and both told our technician that he understood. We are currently trying to make one out of wood. There will be no refund the pump that was performed. And as I stated to them vis email they can wait for us to build one or build one themselves. 

  Customer response

  04/25/2024

   
  Complaint: 21621596
  
  I am rejecting this response because:
  There has been no communication between the business and my son since, he has called multiple times to find a status. Being continually told someone would call him back the day he called, this has not happened and to receive an email from the service manager was totally inappropriate, we had asked for the lie piece to be replaced and business cost as it was hit by the crew performing the service 

  Sincerely,
  
  *************************

  Business response

  05/09/2024

  The lid was replaced by Mike Scott plumbing and the issue is resolved on our end. This person filing the complaint does not reside at the residence and is unaware since the lid was taken care of a week ago. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started having clogged toilet and backed up tub issues late December 2023. Had Mike Scott plumbing out on the 29th to empty septic and clean mainline. But when they got I was told only plumbers clean the main line. However my septic was full so they emptied it. I hadn't had my septic pumped and they said " well that's a clear sign your drain field is working then."Sadly I knew I would still need a plumber. So **** Scott sent plumbers out on January 16th. They tried using the auger thru my vent on the roof. The auger came up into house and out the back of my toilet breaking it. They went to get another one to replace it with. Then tried to overcharge me for labor because they had to install the toilet. They also charged me a ***** auger fee. Which I found out later from another of their customers that he'd never been charged an auger fee. Plus **** Scott said they offer a Veterans discount but I never received one. Less than a week later toilet was backing up again into tub and sink was backing up into toilet overflowing it. So I called MSP (Mike Scott plumbing) again . I scheduled another appointment for February 15th. They removed my toilet so they could use the auger that way. They dug up my septic lid and first thing they said was your tank is full that's the problem. I reminded them msp had emptied my tank on the 29th. Then they said it's my drain field. Ivreminded them that msp had told me on thec29th when they pumped my tank that my leachfield was working like it should. So they used the auger to push out a clog from toilet to tank. They checked my kitchen sink to see if it would back up again. It didn't so they put the toilet back in. The one plumber was dunking his sponge into my toilet to smooth over the seal. However my toilet still had floating ***** matter. I saw him dip that sponge in that dirty water to seal my toilet! Less than an hour later my tub wouldn But the tub wouldn't drain. When I called MSP I was told " you are on do not service list"

  Business response

  02/20/2024

  1st visit: Pumped out 900 gallon single compartment tank, two 18 square lids, no filter, drain field is working at this time.Homeowner will pay remaining balance on January 2 per office.

  2nd visit: Ran cable from roof an cable broke toilet talked to kc an went back to shop to get new toilet an cables from toilet an cleared line installed new toilet water tested no leaks when done sealed base

  3rd visit: Pulled hall bath toilet ran big cables to tank with spade then ran water an pipe still backed up so I ran again with bent straight bit an cleared clog ran water 5 mins an no backing up reinstalled toilet an flushed multiple times an flushed every time let h/o know if problem keeps happening be good idea to run camera an see condition of cast iron pipe no stoppage when done no warranty on stoppages no trip per ****

  We do not warranty stoppages once we cleared them  and flush the toilet several times. In this case the home owner has old pipes underneath the home that would require a camera to be ran. We worked with homeowner on payments because she was in a bad spot. The house is a health hazard and needs some attention. I have several other photos but this would only allow me 5

  Customer response

  02/21/2024

   
  Complaint: 21316070
  
  I am rejecting this response because: 

  I only received a veterans discount the first visit. I was charged an auger fee the 2nd and 3rd visit. I've never heard of that type of fee before and neither has anybody else I've discussed this with including a plumber friend in another state. 

  I called after they left the 3rd time because they didn't address the toilet backing up into the tub. I had sewage in my tub! I tried to clean it so I could shower but it wouldn't drain. I called them and that's when I was told I'm on the " do not service list" but they wouldn't explain why. I think they should make a free trip to unclog my tub that they failed to address. 

  Im a 58 year old single woman and I'm physically disabled. I have major overall structural damage to my body. To say my house is a health hazard is ridiculous. 

  And that has nothing to do with them not doing their job. They left me with an unusable shower. They used a sponge dunked in a toilet with floating ***** matter to seal my toilet. That's just disgusting and unhygienic. They could have used water from the tub instead. Then they would have realized they forgot to unclog my tub which was part of the problem that day. The second guy used my sink to see if it would back up into toilet again. He removed cups I had in the sink that needed washing and spilled water on my kitchen floor in the process.  Their auger they overcharge and add extra charges for left ***** spots on my bathroom floor !

  They should learn how to be more respectful to somebody else's property and fix what the customer asked to be fixed instead of doing only part of it because either they can't remember or because they want to make sure I call again so they can get more money out of me !

  
  Sincerely,
  
  ***************************

  Business response

  02/22/2024

  We are standing firm on this. The photos she entered were after we days after we cleared the stoppage. She has a root intrusion that needs to be addressed with sewer lines needing to be replaced. She has rejected the camera to show the area and rejected to pay for any further service. We did break her toilet trying to clear the line and replaced it with a brand new Gerber toilet at no charge. As far as the stoppage , once again there is no warranty on stoppages once the tech has cleared the lines and flushed the toilet several time which is what happened. The home owner called several days alter after it stopped up again due to roots and paper use. 

  Customer response

  02/22/2024

  The toilet they broke matched my tub and sink. Now I have a white toilet that doesn't match. They didn't even try to match it. I was just told they don't make that color anymore. But a beige or almond would have been better than white which I dislike very much for bathroom fixtures. I asked if they could match my tub and sink or match my toilet to tub and sink and was told " that's not our problem". 

  Customer response

  02/22/2024

  Further more the second trip here after they broke the toilet they focused on replacing the toilet only at that point. The put toilet in flushed it once and said tada. After they left I still had slow draining tub , sink and kitchen sink. I heard gurgling from toilet when I took a shower the same day. Less than a week later it was back to being clogged. The kitchen sink was overflowing toilet. The toilet was backing up into tub. 

  The original issue wasn't fixed by any means. They just focused on putting new toilet in.

  Customer response

  02/25/2024

  They left me without a fully functioning shower and tub. The only tub in my house and I'm not able to get in and soak to help relieve my chronic pain. I'm 58 and disabled and I can't soak away any of my pain. 

  My barhroom used to have matching tub sink and toilet but not anymore ! 

  Customer response

  03/01/2024

   
  Complaint: 21316070
  
  I am rejecting this response because: 

  The third time they came they failed to unclog the tub which I told them about!!  How many times do i have to tell them whats happening ? The toilet was backing up into tub so was kitchen sink. They only focused on the kitchen sink and toilet. After they left I tried to wash my tub so I could shower but the water wouldn't drain. It had been less than an hour that they had left. I cannot use my tub!! I'm disabled and have chronic pain and now I can't soak in my tub! Plus I was overcharged twice. ***** for them to use their auger. No other company charges you for them to use their equipment.  I only received veterans discount once. 

  I'm left with non-working tub they failed to fix and I've been overcharged !!

  
  Sincerely,
  
  ***************************

  Business response

  03/07/2024

  Those are not the photos from when we left. We have video of the tub draining when we left. Cant not control what is flushed on their end. Customer needs new sewer lines as stated in prior  correspondence.  We are standing firm on our end. 

  Customer response

  03/07/2024

  These were taken immediately after they left the third time. I tried to clean tub because toilet was backing up into my tub. Do these photos show a tub that drains right ??

   

  I also called them and sent them these 2 pictures. Prooving to them the forgot to address the tub issue !!

  They said tub was draining is a LIE! Lets see their video proof they say they have  because my pictures show otherwise.

   

  They lie I tell the truth and they get away with it?

  Let's see the video of the tub draining on the third visit then. 

   

  Customer response

  03/07/2024

  These were taken immediately after they left the third time. I tried to clean tub because toilet was backing up into my tub. Do these photos show a tub that drains right ??

   

  I also called them and sent them these 2 pictures. Prooving to them the forgot to address the tub issue !!

  They said tub was draining is a LIE! Lets see their video proof they say they have  because my pictures show otherwise.

   

  They lie I tell the truth and they get away with it?

  Let's see the video of the tub draining on the third visit then. 

   

  Customer response

  03/07/2024

  They said they have video of the tub draining. The video is of the toilet flushing. Not the tub which they failed to address!!  Look at the video notice the floating ***** matter? The head plumber dunked his sponge in there to smooth over the seal they just put down. Is that ethical ? Let's spread ***** matter all over the outside of her toilet she won't care. That's just gross! 

  The pictures I sent were taken right after they left. 

   

   

  I'm a disabled 58 year old and they left me with an unworking tub. Can't soak when the pain is intolerable.

  Customer response

  03/21/2024

  These were taken immediately after they left the third time. I tried to clean tub because toilet was backing up into my tub. Do these photos show a tub that drains right ??

   

  I also called them and sent them these 2 pictures. Prooving to them the forgot to address the tub issue !!

  They said tub was draining is a LIE! Lets see their video proof they say they have  because my pictures show otherwise.

   

  They lie I tell the truth and they get away with it?

  Let's see the video of the tub draining on the third visit then. 

  Business response

  03/26/2024

  We sent our response and will leave it at that. The customer needs new septic  drain lines. . 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had MIKE SCOTT plumbing come out due to a clogged toilet. When the plumbers were done I was listening to how The toilet was flushing and checked it and it was barely flushing the toilet paper I put in there.I told the plumbers then that something wasn't right and they went out and dug up my septic tank and said it was full and would need to get drained.I called a septic company out and they drained it. My toilet still won't Flush I called **** Scott and advised that my toilet still wasn't flushing right and that I told them the other day that I didn't think it was fixed and they are refusing to come back out. I spent $224 with **** Scott and they refuse to complete the job. They wouldn't even give me a reason. **************'s were astounded that they wouldn't complete the job So they did what they could to try to help me and ran a hose up to something in the pipe between the toilet and the septic and said there is a clog but they couldn't get it. So here I am with a clogged toilet still. DO NOT USE MIKE SCOTT PLUMBING..

  Business response

  02/23/2024

  Upon arrival toilet clogged ran auger cleared toilet noticed toilet fill valve was not feeling up toilet properly flush toilet noticed it was still bubble dug up septic tank septic tank full of solids homeowner is probably going to call us or call another company to have it pumped out.

  We could not clear the stoppage because the septic was full. **** worked on trying to resolve to determine that was the problem. You can see by the photos that it was a bigger job. We are not responsible after its determined that is a septic issue. We offered out septic Servies which the homeowner declined. There is no way to clear a home when the septic is full. She called us back a couple of days later and demanded us to come back out and wasn't paying. No credit will be given.  

   

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mike Scott Plumbing did all of the plumbing work during my new home construction. I completed the purchase of the house on October 8, 2021. On the first day I moved into my new home the sewer line was clogged and no waste water would drain from any fixture. That problem took a service call that seemed to remedy the issue. However, within days I started having repeated problems with the master bathroom toilet. The problem, when the master bathroom shower is used the master toilet percolates air bubbles from the bowl. This was and continues to be a random, intermittent issue that occurs about every 3-4 weeks. Also, when this happens the master toilet backs up and can’t be flushed taking about an hour to clear by itself. Since this issue continued to occur I complained repeatedly to Scott Plumbing and they responded with several service calls over the next year. Early on they did try a few different things, including sending a camera down the master toilet drain pipe and even replaced the toilet itself. Despite these calls the problem would almost always have cleared up by the time a plumber arrived. Because the problem was not able to be repeated I was usually accused by the plumber of stuffing the toilet and causing a clog. After more than half a dozen service visits that excuse wore thin. No clog was ever found, leading me to repeatedly suggest to the plumber I felt the problem was caused by insufficient air venting of the drain line. That idea was always dismissed. Now with the problem still ongoing I’m told by Scott Plumbing that I’m out of warranty and the problem is mine. My complaint is that despite frequent complaints the issue has never been permanently fixed. So what Scott Plumbing is saying as I see it, they’ll work the issue without resolution until it’s out of warranty and then it’s your problem. I strongly disagree, the issue that started on my first day in the house has never been fixed, that seems to me to be a continuing a warranty issue.

  Business response

  06/19/2023

  We have sent the warranty depart out for the past two years every time there was a complaint. Each time the tech has found excessive toilet paper or additional solids in the line. We've ran the camera and have came up with no issues. If there was truly a drainage issue if would happen daily and each time the toilet was used. We've sent the customer photo's and video of each visit. We had to start charging him after his warranty ran out. It cost the company money to go out for the same user error.  

  Business response

  07/05/2023

  We can't control what and how much tissue paper is put into their toilets. If there was an inefficiency n the line it would show up each use. The stoppages have ranged from 60 days to 9 months in-between. All the homes we do are inspected and this one passed. We sympathized with the home owner and have encouraged them to use less paper. The new standard toilet only flush 1.28 gallons per flush. The pitch required for a sewer line is 1/8 drop. All is compliant  . 

  Customer response

  07/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  No matter how many times I have insisted the issue with this toilet is not a blockage the plumber continues to fixate on that issue alone. If the service notes from their service personnel have indicated there was ever a blockage found then the service technicians have falsely reported that to their supervisor. No blockage was ever found, just an insistence time after time that it couldn’t be anything else. Since they admit I am within the two year warranty and have not corrected the underlying problem I’ll assume it is beyond this businesses scope of ability. While this sounds like a cliche, the idea that I would repeatedly call a plumber for a blockage doesn’t pass the smell test. That would indicate I’m a complete idiot and can’t properly use a toilet after many years of experience. Any Google search would show there are many reasons for a bubbling toilet beyond this fixated reply of a blockage. I will repeat my previous comment, if this business had accepted my request for a one on one phone conversation the problem could have been addressed with an actual dialogue. Further, if this business had been seriously interested in fixing the issue a supervisor would have visited my home at the beginning of this process to find out what’s really going on. Instead they pump on the work for The Villages then seen too busy to handle trouble. There is apparently no willingness to be of service, instead labeling me as a nuisance to be dismissed. That’s unfortunate. 

  Sincerely,
  
  **** ********

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