Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired the Scottish Plumber to do a sewer inspection before we purchased *********************************** A plumber named *** came out on April 19 and he verbally told ****, my realtor, that no issues were found with the sewer and that they would give us a video. They never sent us video but I have text messages with my realtor to show that they confirmed that no issues were found with sewer. Meanwhile I purchased **** assuming the sewer was all good. While chatting with a neighbor, the neighbor suggested we get our sewer scoped because sewer backup has been an issue in our neighborhood. I remember that I never got the video of the sewer inspection so I called the Scottish Plumber to get the video. The Scottish Plumber said that they did not have the video and that they would come out again to inspect the sewer.A different plumber from the Scottish plumber ****** came out on August 19 and scoped the sewer and found a large crack . I do have video from this sewer scope. I asked the plumber if it was possible that the crack occurred after the initial inspection. He said no. So they are not denying that it was missed. He gave me a quote for $6,900 to fix the crack and he verbally said he could give me a discount of $850 due to the missed crack. After asking around, I learned that this quote is VERY high so the discount is meaningless to me as I would not hire them to do the repair as I can likely find a much lower quote. Had this crack been found during the original inspection I would have asked the seller for credit or not purchase the ******* I called the Scottish Plumber again to complain. They offered to get a different crew to look at the sewer again to re-confirm what's going on. They sent a different plumber (Bill) and he confirmed the crack. He said he and his crew could give a price of $5,000 and that I'm welcome to shop around for other quotes. **** and the technician were very unprofessional and continually deflected blame.I am requesting $5,000 or a free repair.

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 25, 2023, an employee, contractor, or agent of Scottish Plumber LLC caused eight thousand one hundred and ten dollars ($8,110.00) in personal property damage to the property owners residence during a scheduled service call. The property owners incurred an addition four thousand four hundred eighty dollars and seventy-eighty cents ($4,480.78) in clean-up costs related to waste water that said employee, contractor, or agent pumped into their basement.The service call was to use high pressure water to clean the line between the home and the main sewer line. The employee, contractor, or agent of Scottish Plumber did not insure that the main drain line in the home was properly closed (it had not been properly closed during a previous maintenance call from Scottish Plumber). As a result, waste water flooded a significant portion of the basement of the home. The property owners contacted Scottish Plumber repeatedly, including on August 25, 2023, August 26, 2023, September 1, 2023, September 18, 2023, September 19, 2023, September 27, 2023, and October 21, 2023. Each time, they were assured that the company was working to resolve the matter and pay for the damage. Since October, the company has failed to respond to calls, letters, or email inquiries on the matter.

  Business Response

  Date: 01/25/2024

  Hello. We have submitted this claim to our insurance company and they will cover it.
  
  Best,
  *************************

  The Scottish Plumber

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our main drain was clogged and while unclogging it they broke a part of the snake off in the drain. They opened up various parts in the ceiling in the basement looking for the broken off piece assuring us they would have someone close the ceiling when done, but they never found it. They got permission to open up only certain sections of the ceiling but took the liberty to tear out 4 or 5 sections without our approval. At the end of the job, they refused to fix the ceiling leaving us with the expense of having someone else do it and the broken piece still stuck in our drain. This was brought to Todds attention and he refused to do anything to make repairs saying our pipes were at fault. Will NEVER call this company again.

  Business Response

  Date: 10/02/2023

  Hello,
  
  We gave the customer a proposal to replace the old brittle galvanized pipes but the customer declined and wanted us to try to rod the pipes using a rodding machine. We had the customer sign off on the invoice that we cannot be responsible for any damage caused to the pipes by the rodding machine because of their existing state. The customer asked that we perform the work anyway. 

   

  Best Regards,

  *************************

  The Scottish Plumber

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20681356
  
  I am rejecting this response because:

  Mr. ********* statements are incorrect.

  We never received a proposal to replace the pipes because we never asked for one. We contacted The Scottish Plumber to unclog our drain as stated in the invoice. The plumber cleared the blockage and charged $249. The problem did not arise until the plumber was removing his equipment from the pipes and part of it broke off in the pipes. This is NOT our fault. We dont have the expertise to tell a plumber what type of machine to use, rodding or otherwise.

  
  We did not sign off on the invoice that they cannot be responsible for any damage. If you look at the invoice closely (see attached photo) there are 3 signature areas. The only signature we provided is for the sales transaction authorization for the credit card payment. We did not provide signature for the terms and conditions wherein they claim to not be responsible for everything under the sun, and we did not provide signature acknowledging the satisfactory completion of described work.

  As stated before, and to clarify further, we gave the plumber approval to open one area of the ceiling in one room to find the broken piece, and he told us he would have someone come and close it up. About 20 30 minutes later we ended up with a total of 5 areas of the ceiling opened up in 3 different rooms. And still the broken piece was not even found. The plumber did not ask approval to open up the 4 additional areas. So now were just supposed to be stuck with this plus a gadget stuck in our pipes?

  The solution we are proposing is that we get quotes to remove the tool from our pipes and close off the ceiling areas and The Scottish Plumber to pay the lowest quote amount.

  If ******************** declines to offer a remedy for this; we will maintain that this complaint is unresolved, as well as maintain internet reviews and social media posts so that this doesnt happen to other consumers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plumber estimated job would cost over $3000 on Friday 8/25 and that they could return within 3 days. Downpayment was made. Was not contacted and requested a refund of deposit $1647.50 on Monday, 8/28. They said refunds are processed on Fridays and can take 5-7 days to go back on account. *********************** did not schedule or complete any repairs so we should not owe them. Attempted to call/email and get status of refund on 9/6, 9/12, and 9/15. Have heard no response beyond, saying someone will call me back.

  Business Response

  Date: 09/26/2023

  The refund has been processed.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20623744
  
  I am rejecting this response because: I have not seen the refund in my account yet. I have been told it would be refunded and would take 5-7 days before. When asked for updates or proof of refund, I have not gotten a response. I do not know if I can trust that this refund has in fact been processed.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/13/2023

  Customer has to contact his bank and ask when the refund will show up. It's up to them. We released the funds on September 26th.  See attachment. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scottish serviced the central floor drain in the unit above ours (unit 3) in our condo building. During the service call, the contractor ran a very heavy flow of water down unit 3s floor drain (this drain is connected to the central stack pipe which passes through all the buildings residential units, and it is designed only to accommodate the super low flow of caustic water runoff). In doing this, the excess water flow backed up, exited through the floor drain in our unit and flooded the hallway immediately in front of the utility closet where the floor drain is located, and into an adjacent bedroom. We cleaned up the water as quickly as possible, but the wood floors are now cupping where the water was standing. Initially Scottish put us in touch with a local fire/water restoration company, but is now claiming that because we didnt take pictures of the standing water, we cannot prove it happened, or that the cupping was caused by the incident, despite their contractor confirming our account of the incident. Scottish is no longer returning my calls. (The included photo of the laundry sorter is from last October, and is the only photo of our hallway I can find from before the incident.)

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company installed a new acrylic bathtub for us in our upstairs bathroom without laying a base to set the tub in. Hence, it is hollow like a drum and has cracked multiple times after being installed in 2020. The tub manufacturer is Kohler and there have been no recalls or complaints with the product. The company sent a manager to look at the tub and we've not been able to speak with them since. It was clearly installed improperly and I will now have to have a new tub installed and tile replaced which will cost a few thousand dollars.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called to have plumbing work done in our home. The job was quite expensive. We gave them a deposit $4800.00 by credit card. After making the deposit we did not hear from them for weeks, no follow up, no appointment. We had to cancel. After canceling, we have been going back and forth with getting our money back. I have several emails stating they will refund. I have been waiting since August 8 for a refund. I have to hire and attorney to get this back. I would NEVER use this company. They steal their clients money, do not complete the work and you never hear from them again.

  Business Response

  Date: 11/21/2022

  Hello. According to our accounting department have already processed the refund before the customer even contacted you. Maybe it just hasn't shown up yet.
  
  Best,
  *****

  The Scottish Plumber

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This merchant was called out to investigate a sewer gas type smell coming from my basement floor drain. They quoted a price of $597.50 to conduct a smoke test. The required deposit amount of $297.50 was paid on 9/2/22, by credit card and a date was set to come back to do the test the next week. Scottish Plumber called a few days before the test stating they had a problem on their end and needed to reschedule and they would give a $50 discount for the inconvenience. Another date was then set to do the test. The day of the second date, I was called and told they couldnt do the test because there was no p-trap. and that the $297.50 would be refunded. When asked when the deposit would be refunded, I was told the people that handle refunds are on vacation so it would be 2 weeks for the refund since it was paid by credit card. After several phone calls and messages left, this company has still not refunded my deposit and now I am unable to reach anyone in the accounting department nor I have I received a return call regarding the refund. This is ridiculous that this company is holding my money. This is unsavory business practice and I want my deposit returned.