The Scottish Plumber, LLC

Initial Business Response / [redacted] (1000, 5, 2014/09/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@scottishplumber.com The ***'s [redacted] discount which the customer is referring to was applied to the job originallyThe job total was $1850, but we only charged $to the card We then applied an additional $credit to the customer's credit card in the name of customer care Since the Saturday to which the customer refers, we have made numerous attempts to contact the customer to reschedule a return visitI have personally watched the owner of the company, ***, call and leave a message, with his personal cell phone number, and we have not received a call back to schedule We can offer the customer two options for resolution: 1) Make an appointment with us to come out, assess the problem with the drain cover and concrete to which the customer has referred toOnce we know what the problem is, we will repair it within hoursHowever, to this point, we still have not been able to come out to see it 2) We will credit an additional $to the customer, on top of the $already credited, and she can use that money to hire another contractor to repair the drain cover and concrete Please keep in mind that the majority of the work we did, was installing a floor drain under the concrete floorThat floor drain was installed correctly, and as far as we know is draining perfectlyThe only problem seems to be with the cover on the drain, and the concrete around itThis should be a minor fix, but we do need to be able to come out in order to take care of it Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will agree to an additional $credit, not $ I have waited weeks for a response to my initial call/question (for which my question has STILL not been answered)I waited for hours at home on a beautiful Saturday morning for [redacted] (I believe he said he's the plumbing manager) to come look at the drainHe was a no showLater that same day the owner, ***, called me a liar after speaking with [redacted] when he didn't show (said either [redacted] or I was lying)Really? The owner of a company calling a customer a liar?? That same Saturday morning someone from the business named [redacted] called me - I called back, left a message, and again, never heard from him Yes, they have called me to resolve the issueBut not until I filed a complaintI should've had my call returned promptly - it shouldn't take a complaintAnd they continued to try to set up an appoint with ***He didn't show the 1st time, I have no confidence he would show the 2nd time The majority of the job may have been fixing the actual drain, but Scottish Plumber was the one who suggested moving the drain opening, not meThe job included busting out the existing concrete, moving the drain opening & repouring concrete (which they did on a day it stormed & they cemented the drain cover down)This was part of the job & therefore I expected it to be handled in the same manner as the rest of the job Final Business Response / [redacted] (4000, 9, 2014/10/10) */ We will accept the customer's offer of an additional $creditWe will process the credit todayIt should show up in the customer's account in several business days

Excellent work, outstanding value, professional crewWill definately use them again in the future

Initial Business Response /* (1000, 5, 2014/08/04) */
Dear Customer,
I apologize about the incorrect chargeOur technician made a mistake in pricingWe have refunded the difference to your cardThank you for bringing it to our attention
Best Regards,
Scottish Plumber Staff

Initial Business Response /* (1000, 5, 2014/09/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@scottishplumber.com
The ***'s *** discount which the customer is referring to was applied to the job originallyThe job total was $1850, but
we only charged $to the card
We then applied an additional $credit to the customer's credit card in the name of customer care
Since the Saturday to which the customer refers, we have made numerous attempts to contact the customer to reschedule a return visitI have personally watched the owner of the company, ***, call and leave a message, with his personal cell phone number, and we have not received a call back to schedule
We can offer the customer two options for resolution:
1) Make an appointment with us to come out, assess the problem with the drain cover and concrete to which the customer has referred toOnce we know what the problem is, we will repair it within hoursHowever, to this point, we still have not been able to come out to see it
2) We will credit an additional $to the customer, on top of the $already credited, and she can use that money to hire another contractor to repair the drain cover and concrete
Please keep in mind that the majority of the work we did, was installing a floor drain under the concrete floorThat floor drain was installed correctly, and as far as we know is draining perfectlyThe only problem seems to be with the cover on the drain, and the concrete around itThis should be a minor fix, but we do need to be able to come out in order to take care of it
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will agree to an additional $credit, not $
I have waited weeks for a response to my initial call/question (for which my question has STILL not been answered)I waited for hours at home on a beautiful Saturday morning for *** (I believe he said he's the plumbing manager) to come look at the drainHe was a no showLater that same day the owner, ***, called me a liar after speaking with *** when he didn't show (said either *** or I was lying)Really? The owner of a company calling a customer a liar?? That same Saturday morning someone from the business named *** called me - I called back, left a message, and again, never heard from him
Yes, they have called me to resolve the issueBut not until I filed a complaintI should've had my call returned promptly - it shouldn't take a complaintAnd they continued to try to set up an appoint with ***He didn't show the 1st time, I have no confidence he would show the 2nd time
The majority of the job may have been fixing the actual drain, but Scottish Plumber was the one who suggested moving the drain opening, not meThe job included busting out the existing concrete, moving the drain opening & repouring concrete (which they did on a day it stormed & they cemented the drain cover down)This was part of the job & therefore I expected it to be handled in the same manner as the rest of the job
Final Business Response /* (4000, 9, 2014/10/10) */
We will accept the customer's offer of an additional $creditWe will process the credit todayIt should show up in the customer's account in several business days

Initial Business Response /* (1000, 8, 2014/08/19) */
Hi Mr***,
We apologize that it's taken this long to complete the processWe would be happy to reimburse you the $in money you lost in interestHowever, our representative maintains that he never promised a $
reimbursementThe figure has always been $with the village of Elmhurst, and he has never told anyone otherwiseThus we don't see your request for a reimbursement of $as feasible
Best Regards,
*** ***
The Scottish Plumber

Initial Business Response /* (1000, 5, 2014/09/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@scottishplumber.com
The [redacted]'s [redacted] discount which the customer is referring to was applied to the job originally. The job total was $1850, but we...

only charged $1750 to the card.
We then applied an additional $200 credit to the customer's credit card in the name of customer care.
Since the Saturday to which the customer refers, we have made numerous attempts to contact the customer to reschedule a return visit. I have personally watched the owner of the company, [redacted], call and leave a message, with his personal cell phone number, and we have not received a call back to schedule.
We can offer the customer two options for resolution:
1) Make an appointment with us to come out, assess the problem with the drain cover and concrete to which the customer has referred to. Once we know what the problem is, we will repair it within 24 hours. However, to this point, we still have not been able to come out to see it.
2) We will credit an additional $300 to the customer, on top of the $200 already credited, and she can use that money to hire another contractor to repair the drain cover and concrete.
Please keep in mind that the majority of the work we did, was installing a floor drain under the concrete floor. That floor drain was installed correctly, and as far as we know is draining perfectly. The only problem seems to be with the cover on the drain, and the concrete around it. This should be a minor fix, but we do need to be able to come out in order to take care of it.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will agree to an additional $400 credit, not $300.
I have waited weeks for a response to my initial call/question (for which my question has STILL not been answered). I waited for hours at home on a beautiful Saturday morning for [redacted] (I believe he said he's the plumbing manager) to come look at the drain. He was a no show. Later that same day the owner, [redacted], called me a liar after speaking with [redacted] when he didn't show (said either [redacted] or I was lying). Really? The owner of a company calling a customer a liar?? That same Saturday morning someone from the business named [redacted] called me - I called back, left a message, and again, never heard from him.
Yes, they have called me to resolve the issue. But not until I filed a complaint. I should've had my call returned promptly - it shouldn't take a complaint. And they continued to try to set up an appoint with [redacted]. He didn't show the 1st time, I have no confidence he would show the 2nd time.
The majority of the job may have been fixing the actual drain, but Scottish Plumber was the one who suggested moving the drain opening, not me. The job included busting out the existing concrete, moving the drain opening & repouring concrete (which they did on a day it stormed & they cemented the drain cover down). This was part of the job & therefore I expected it to be handled in the same manner as the rest of the job.
Final Business Response /* (4000, 9, 2014/10/10) */
We will accept the customer's offer of an additional $400 credit. We will process the credit today. It should show up in the customer's account in several business days.

Excellent work, outstanding value, professional crew. Will definately use them again in the future.