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Business Profile

Plumber

Scott R. Hale Plumbing and Heating, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/05/2024

    Type:Product Issues
    Status:
    Answered
    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 12/11/2023 Scott **** came to my house to troubleshoot and resolved an issue I was having where hot water was recirculating through my cold water lines and water softener.- After about 30 minutes of "troubleshooting", the technician told me he believed the issues was due to 2 check valves not functioning correctly.- The total charge to replace the 2 check valves and thermal expansion tank was $715.00 (which included a $50 discount that I asked for)- The following day, I found the issue was not resolved and hot water again was running though the water softener and cold water lines. - A senior Scott **** technician came out and spend over an hour troubleshooting. He asked me several questions and was much more thorough. It was determined that he issue was due to a new kitchen faucet I installed that did not have a check valve on the cold water line, so it allowed hot water to enter the cold water line. And, since my house has a water recirculator, the hot water circulated through all cold lines.- Scott **** charged me $80 for this second visit, for a total of 715 + 80 = $795, when the problem was due to a kitchen faucet and not any of the work the prior technician did. - I replaced the faucet myself and the issue was resolved.- I contacted Scott **** numerous times to ask for a refund of the charges and was told numerous times that a supervisor/manager would call me back. After nearly 2 weeks of calling, a manager by the name of ****** finally returned my call. ****** told me he would refund $280, meaning I would still have paid over $500 for work that did not fix the issue.- It has now been almost a month (today is 1/5/2024) since Scott **** charged me nearly $900 for work that did not resolve my issue, and several weeks since being promised a partial refund, and I have not seen any refund. I've contacted Scott **** multiple times to ask when the refund would be applied and have not received a call back.

    Business Response

    Date: 01/09/2024

    *************,

    Please accept my sincere apology for your delayed refund.  We had a few employees off due to the holidays, and unfortunately the paperwork on this was delayed.  Upon looking into this complaint, I see a note in your customer file that a credit of $280 was issued on 1/8/2024.  This usually with appear on your credit card statement within 3-5 business days.  Please let me know if there was something outside of the agreed amount of $280.00 and I will do my best to resolve this matter.

    Kindly,

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

     

    Customer Answer

    Date: 01/09/2024

     
    Complaint: 21104030

    *******,

    Thank you for your response.  I am rejecting this response because the refund has not been issued.  While I did originally see the $280 credit show up in my pending transactions on Jan 8 on my credit card, the pending credit/refund has since been removed and has not been applied.  I do not know if the refund was reversed by Scott **** in error or on purpose, but at this point the refund has not been issued.  Once it has been issued and fully processed, I will mark this complaint as resolved. 

    Sincerely,

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

Scott R. Hale Plumbing and Heating, Inc. is BBB Accredited.

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