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:04/11/2022

  Type:Billing 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.

  Heres a text that summarizes sent to Scott Servais 1-28-22, to which we recd no reply: We received another **** in the mail from you, with a balance of $600 that was not the quoted price. It states it's for a new water service for the relocated meter. Per what you stated, that if the city were to dig that area up to replace their pipe (which the city did) that there would not be any extra charges incurred. This section outside was opened up with the concrete removed-by the city-for many days giving you the opportunity to complete connecting the meter to it, but you didn't respond when I repeatedly called and texted you reminding you this area was opened up & available for you to complete connecting the relocated meter to it. When the area was eventually closed up again by the city, I saw that you still hadn't connected the meter to it. There is a copper drain pipe,for the bathroom, in the basement ceiling area, that was apparently mistaken for a supply line, and cut for the purposes of relocating the water meter, and when then the water was turned on, it gushed out out all over the basement floor. The new drain with the trap will not lift up, in order to be emptiable, defeating the purpose of having it, because you cemented it closed.The hose spigot leaks INSIDE and outside the house wall, and I was told that it's not even a hose spigot, but a high-pressure valve completely inappropriate for this use. The basement was left a mess with all the concrete and sand left there that was taken up to install the drain, not to mention old water heater and pipes left outside that you said you would dispose of. Even when you were told you had me confused with someone else when you said that we wanted to keep the old water heater and pipes you didn't respond, just as you didn't respond when you were asked to return the house key.Last but not least, the inspector was not happy to see there are ******************* hanging above the new water heater that were never connected.

  Business Response

  Date: 04/29/2022

  BBB COMMENT BY STAFF SKW:

  We have tried calling the consumer on the phone number provided and its not in service. Please have the consumer provide a good phone number so we can resolve this issue. 

  Customer Answer

  Date: 04/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This **** has been paid in full, but due to incomplete and substandard workmanship, it is going to cost a considerable sum to bring it to the condition it should have been in when it was finished. For example, the costs to have a qualified electrician come to connect the electrical on the water heater, the costs to have a licensed plumber come and repair the copper pipe he mistakenly cut, and to fix the floor drain incorrectly installed, as well as to replace a high-pressure valve with an actual hose spigot, as well as to address the leaking inside the wall caused by this valve. Addressing these issues will cost at least $1295.00, so we would be satisfied at this point with a refund of $1295.00.]
  
  Regards,
  
  *************************

  Business Response

  Date: 05/04/2022

  In reference to Complaint 17008346

  The original bid included the work of installing a water heater provided by others, breaking up the floor to replace cast iron pipe and adding a floor drain, moving the meter and relocating the water pipe for the new water meter, and a plumbing permit.  There was a note on the bid which stated that if any broken pipes were found, an extra charge will be added by time and materials.

  I worked very closely with the ***************** in reference to this job.  I was told by the city that this house had been vacant for 11 years and that it was condemned before I had taken out the permits. 

  You stated that there was a copper pipe for the bathroom that was apparently mistaken for a supply line, and cut for the purposes of relocating the water meter.  The bathroom is located in a separate corner of the home as to where we worked on the water meter.  We were not in the area that you are claiming we allegedly cut a pipe.    

  The garage drain was properly installed.  I showed you how to take the top of the drain off and remove the sand basket.  I would have been unable to remove the lid myself it was cemented in.   We would be happy to take a look at it, but you did not provide BBB of ********* with your correct phone number.

  You stated that the hose spigot leaks inside and outside of the house wall.  I was not hired nor did I charge you or do any work on the spigot.  Please recall that the bid noted that if there were any broken pipes there would be and extra charge for time and materials.  This house has been vacant for 11 years.  Again, we did not do any work on existing plumbing.

  As we were working, you were in the basement sweeping and cleaning yourself, which you did not need to do. We do not dispose of water heaters for customers that supply their own new water heater without charging a disposal fee.  You were not charged a fee for water heater disposal.  You stated that you wanted the old pipes for scrapping, thus these things were left on the job site.

  We installed the water heater that you supplied,  however we are not licensed electricians and therefore did not do the electrical work needed to connect the wires that were too short for the water heater that YOU supplied.  You were told that the wires are too short and will need to get an electrician. 

  We turned the water service on when you were present.  There were no issues with leaks. 

  You were charged for the new water service that we installed.  The ***************** did not install your water service.  I spoke again with the ********* *********** this week in reference to this job. Feel free to call the ********* *********** to confirm. 

  The invoice is for work that has been completed.  Therefore, there will not be a refund so that you can now hire an electrician, for a plumber to repair a copper pipe that we did not cut and high pressure valve leaks that existed in the vacant house before we arrived. There is a chance that the pipes froze over the winter if the house was not heated in basement. But again, we did not do that plumbing. 

  As stated above, I would take a look at the garage drain.

  I will remove the finance charge of $30.77 for the late fee. There is a balance of $600.00 which is for the water service we installed.

  Scott Servais & Sons Plumbing

  Customer Answer

  Date: 05/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed to:

   

  Scott ********************** came to the property in-person in order to give the 
  bid for the requested jobs. He saw the appropriate sized water
  heater that was to be installed. We had him put water heater
  installed on top of concrete blocks to protect it from 
  basement floor moisture (as is the furnace installed on top 
  of blocks for the same reasons). The idea that the wires
  for the water heater wouldnt reach is without merit; photos
  will demonstrate this. There is no mention on the job quote
  that he was unqualified to install the electrical to the water heater;
  this is the reason that we explicitly sought out a licensed 
  plumber and not some random handyman. In his response he
  said he couldnt finish installing the water heater because he 
  is not an electrician, then says he couldnt because the water 
  heater was too short. Mr. ********************** was not willing to commit to
  any certain day or time to complete this work, & this asked for
  a key to the house so he could come and go as he liked.
  The house had been unoccupied for some time, and lack of 
  water being turned on to the house resulted in condemnation;
  although the homes plumbing had always been professionally
  winterized & always protected from freezing. As Mr. ********************** was 
  unable to commit to any certain day/time to do work, he let himself 
  in to do jobs; had we been there after he done the floor drain 
  and the water service meter, I would have gotten the key back
  which in follow up contact he ignored requests to return key, 
  lift off floor drain, etc,. There are photos that show all these
  things,including but not limited to, the water heater with long,
  uncapped ******************* hanging above it, the actual hose spigot
  present before he or his son replaced it with some sort of
  high pressure valve; along with the related texts that discuss 
  this, piles of rubble left on basement floor, nonlifting drain.
  There are photos demonstrating a drain installed, meant to
  be able to be lifted out for cleaning,but cemented in, & 
  therefore non-emptiable. When advised of this, Mr. ********************** 
  advised pouring water down the drain, which clearly would
  not be of any help with being cemented down.
  With the water service being relocated to an entirely different 
  wall in the basement, water supply lines had to be relocated 
  as well. Mr.********************** or his son removed water supply copper
  pipes, replacing them with little sections of plastic pipe glued 
  together; this is where an exceptionally thin drain pipe for
  the bathroom was apparently mistakenly cut.
  Mr. ********************** was paid a total sum of $1,718.00, in excess
  of his bid price by $34.00, to cover an extra permit. His quoted
  price for the jobs state that if broken pipes were found, there 
  would be extra charges. So even though no broken pipes were
  found to justify any extra costs, and he was more than
  Paid in Full for work that was not even completed correctly,
  he is now trying to **** an extra $600.00, months later. We have
  photos & texts to that show he was asked to install
  a non freezing hose spigot, and his responses, along 
  with photos & textural evidence for everything else.
  
  
  
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 05/10/2022

  Response #2- In reference to Complaint 17008346
  The original bid/quote was completely honored the work completed. Any additional work or materials
  above the bid would be charged by time and materials. The bid was a total of $1684.00. Invoice #****
  is for $2318.00. The difference in price between the bid and the invoice is $634.00. The invoice clearly
  states that there was a charge of $34.00 for an additional permit. Per ************************* request, I took an
  additional permit out for another/different house on ********* St. The $600.00 above the bid price is
  for the water service that I installed per ************************* instruction. The complaintive has not yet paid
  the cost of the work and materials for the new water service.
  ************************* stated that the we removed water supply copper pipes with little sections of plastic pipe
  glued together. The material we used is called *** tubing. The *** is not glued together, but
  procedures such as crimping and expansion connect the tubing. This is a an extremely common material
  used by certified plumbers.
  We did not mistakenly cut a wrong pipe. We are not responsible for the previous plumbing or plumbing
  issues that *** have occurred over 11 years of vacancy.
  The plumbing work that we completed has been inspected by a ***************** inspector.
  If we do not receive a payment of $600, I will file this case with the small claims court. I did agree to take
  off the service charge fee of $30.77. Additionally, the fee to file for small claims court will be added to
  the remainder of the **** for *************************.