Complaints

This profile includes complaints for Mark Scott Construction, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mark Scott Construction, Inc.

  2835 Contra Costa Blvd Pleasant Hill, CA 94523-4221

  
• 

  Mark Scott Construction, Inc.

  469 Lopes Rd Ste A Fairfield, CA 94534-1623

  

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:02/21/2025

  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 12/2/24, Mark Scott construction was contracted to do a remodel on my kitchen per my insurance carrier. The project started that day and until today, the work has not been completed or satisfactory. They took the liberty of making changes to my kitchen resulting in it being smaller spaces for me to function in. They have shortened my counter tops, replaced cabinets with drawers and made the function of my kitchen harder for me. I have called and no one will speak to me or return my calls. When I do speak with someone at the company, I am told no one is available. I am a 70 year old woman with health conditions that do not allow for me to be without a kitchen for this long without an unforeseen completion date. As an elder, I had hoped that we would be treated with some respect and dignity from the contractor. That has not been the case. I would like my kitchen to be fixed and functionally sound as it was when I purchased the home.

  

  Business Response

  Date: 02/26/2025

  Dear Mrs. *************** sincerely apologize for the challenges you have experienced with your kitchen remodel project. At Mark Scott Construction, Inc.,we take customer concerns very seriously, and we are committed to resolving this matter in a timely and satisfactory manner.

  Upon reviewing the details of your concerns, we recognize that there was miscommunication regarding the approvals for certain design changes. While these approvals were exchanged via text, we acknowledge that they should have been formally discussed to ensure complete clarity.

  To address your concerns:
  - The incorrect drawers were replaced with cabinets on January 22, 2025.
  - We have been in direct communication with you regarding the replacement of the countertop, which will be completed at no additional cost to you.
  - The countertop template is scheduled for Tuesday, March 4, 2025, with installation to follow on Tuesday, March 11, 2025.
  

  We acknowledge that there was a breakdown in communication on our end, and this is not reflective of our companys standard practices. We truly value your patience and trust as we work diligently to ensure your kitchen is restored to full functionality. Please rest assured that we are committed to seeing this through to completion with the highest level of professionalism and care.
  

  We will continue to stay in diligent communication with you & your husband on the resolution to these repairs.
  

  Sincerely,
  

  Mark Scott Construction, Inc.
  ************

• Initial Complaint

  Date:11/22/2024

  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.

   
  Complaint: 22592228
  
  I am rejecting this response because:

  In short, the damages have been deemed to be caused by faulty workmanship. As a result, ***************** is rejecting our claim and has instructed us to seek reparations through Mark Scott Construction directly. 
  
  ***************** believes that under California Code of Civil Procedures Sections ***** and *****5 these damages should be under warranty classified as latent defects of the construction work that was performed.
  

  
  

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

  and it would be the following week. We agreed to wait. Then it started they made excuses not to come out and look. They sent the shower door people out on 9/24/24 and they stated nothing was wrong with that it was the issue with water proofing and needed to have it done correctly. On 9/26/24 I was called by a different person ******* ****** who without ever seeing the work he just said not our fault and out of warranty. So I posted multiple reviews to share my experiences with them on 9/27/24 yelp Nextdoor and shared what I was going through. After that I suddenly got a call from a ****** ******* who ask if he could come out and review the case 10/2/24. 10/4/24 he looked and stated he had to review it with HQ. And would get back to me 10/9 he said should have an answer by end of week. After several weeks he finally said yesterday 11/21/24 they would not take care of it. My insurance said to go to court for faulty workmanship under civil codes ***** and *****5

  

  Business Response

  Date: 11/27/2024

  Dear ***** ******,

  
  Thank you for bringing your concerns to our attention and for allowing our team to visit your property on October 4, 2024, to conduct a thorough assessment. Below is a detailed response addressing your concerns and outlining our findings.
  

  Summary of Site Visit Findings: On October 4, 2024, two representatives from our team, **** ****** and ****** ******* visited your property at 2014 W F St.,Napa to inspect the areas of concern.

   Downstairs Ceiling: We observed a hole approximately 2'x2' in the ceiling of the living room below the bathroom. This was performed by a plumber hired by you directly.

  Master Bathroom: We identified several voids in the grout and silicone sealant around the bathtub and tile enclosure, ranging from approximately 3/16 to . These voids appear to have resulted from normal wear and tear and settlement of the home over time. A cracking sound was heard when stepping into the bathtub, potentially indicating that the tub may no longer be fully supported by its mortar bed due to the homes natural movement. Cracks in the grout at the upper left corner of the tile further support the observation of lateral movement in the wall. A hole in the wall adjacent to the enclosure allowed limited access to inspect the waterproofing; however, obstructions prevented a clear view of the area directly behind the leak.

  Based on these findings, we believe that the settlement of the home over time has caused the voids in the grout and silicone,allowing water to bypass the tub/shower enclosure and travel behind the walls to the ceiling below.
  

  Project Completion and Warranty Period: The project was completed on January 17, 2020, and finalized with all required permits signed off. At the time of completion, the work adhered to all applicable codes and industry standards.
  The one-year workmanship warranty provided by our company has expired, as the project was completed over four years ago.
  

  Potential Causes of Current Issue: Our observations indicate that the current issue is related to: Natural settlement of the home, which has caused movement in the tub, tile, and wall. Normal wear and tear of grout and silicone, which requires routine maintenance over time to preserve waterproofing integrity. These factors are outside the scope of our workmanship warranty and are not indicative of faulty workmanship.

  Efforts to Address the Issue - We have taken the following steps to address your concerns:
  Promptly responded to your initial contact and scheduled a site visit to assess the issue. Conducted a thorough inspection on October 4, 2024, and reviewed our findings with you in person. Communicated our findings and conclusions to you following a comprehensive internal review.
  

  Conclusion: While we regret the inconvenience this situation has caused,we must reiterate that the current issue appears to be unrelated to our workmanship and is outside the warranty period. The enclosure has been used for almost five years with no issues until now. We encourage you to address the maintenance of grout and silicone around the tub to prevent further water intrusion.

  Should you have additional questions or wish to discuss this matter further, please feel free to reach out. We remain committed to working with our clients and ensuring clear communication.
  

  Thank you for your understanding.
  

  Sincerely,
  
  Mark Scott Construction, Inc.
  

  
  

  

  Business Response

  Date: 12/05/2024

  Dear Mr. ******************* you for your continued communication regarding this matter. We appreciate the opportunity to address your concerns and provide additional clarity.
  

  As outlined in our prior responses, the project was completed and finalized on January 17, 2020, with all required permits signed off. At that time, all work adhered to applicable building codes and industry standards. Additionally, our contract specified a one-year workmanship warranty, which has since expired.
  

  We acknowledge your reference to California Code of Civil Procedure Sections ***** and *****5. However, we would like to provide clarity on their applicability:
  

  1. Section ***** pertains to the statute of limitations for claims involving latent construction defects, allowing claims to be brought within four years of substantial completion of the project. As the project was completed on January 17, 2020, the four-year period for initiating claims under this statute expired on January 17, 2024. Your BBB complaint, initiated on November 22, 2024, falls outside this statutory timeframe.
  

  2. Section *****5 addresses latent defects in new construction or development projects and provides a ten-year period for bringing claims. However, this statute does not apply in this instance, as the work performed involved repairs to an existing home, not new construction.
  

  Furthermore, as indicated in our site visit and follow-up communications, the observed issues are consistent with natural settlement of the home and routine wear and tear. These conditions can affect the integrity of grout, silicone, and other materials over time and are not indicative of faulty workmanship. Regular maintenance of these areas is essential to maintaining their functionality and waterproofing.
  

  While we regret that this situation has caused you inconvenience, we must reiterate that the circumstances fall outside the scope of our workmanship warranty and statutory obligations. Additionally, your insurance carriers decision to deny coverage is unrelated to the scope or validity of our work but rather their assessment of your policy terms.
  

  We remain committed to fostering clear communication and assisting where possible. However, we must respectfully conclude that no further action is warranted on our part regarding this matter.
  

  Should you wish to discuss this further, we are happy to provide documentation supporting our findings and prior communications.
  

  Thank you for your understanding.
  

  Sincerely,
  
  Mark Scott Construction, Inc.

  
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22592228
  
  I am rejecting this response because:

  I got the results back in writing that confirmed what the plumber said  A certified tile person confirming while doing his work he found no waterproofing around tub area. This has been the complaint. Mark scott construction failed to put sealer for water proofing around the tub area.

  I have this in writing from the license tile person. 

  
  also the plumber had some other tile contractors look at the work. 
  

  
  I sent all photos to both my tile contractors B licensed.. 
  
  
  Both said the same thing. 
  Wall and tub apron must be re-done. To properly waterproof behind thin set in tile that run in conjunction with each other and overlap.
  
  
  The overlap of the notorious corners of tubs
  
  
  This is 100% correct
  That is 100% the two locations as a plumber. I have seen time after time and agree with them.
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/06/2023

  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.

   
  Complaint: 20152684
  
  I am rejecting this response because: the timeline and the details aren't accurate. I can provide a response to every email sent and no notification was sent regarding my mailed check not being received. What they did was dishonest and they accepted my **************** THREE times by phone, mind you. Y'all should know what kind of cards you accept, everyone that works there. No card was declined, would be happy to show receipt of that, as well. I was trying to just give them my debit and they couldn't figure it out. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/08/2023

  Our work at the residence was completed on April 4th,2022.  We provided an invoice to the owner on April 6th 2022 for the work completed.  We did not receive any response from the owner until July 26, 2022, where in the owner called in asking to pay with a Credit Card.  Unfortunately, the owner wanted to use a credit card that we do not accept ****************** and the owner did not have another card available at that time.  Over the course of the next couple months, we attempted to reach the owner numerous times by phone and in writing with no response.  On September 29th,2022, we were able to reach the owner, whom provided a different credit card to process.  That card however was declined.  The owner advised that she would mail a check on the following day, Sept 30th, 2022. No payment was received.  On March 1st,2023, almost one year from completion of the project, we were forced to file a lien against the property due lack of payment and a lack of communication.  On May 8th, 2023 the owner brought a payment in to the office.  The payment cleared and a lien release was processed immediately.  Notification was mailed to the owner on June 5th, 2023.

• Initial Complaint

  Date:09/07/2022

  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.

  Mark Scott construction was assigned to me by homeowners insurance for a water leak claim. I started working with them in March. They finally demo my master bathroom August 8. Of course they found mold.. my concern was is that mark ******************** thought it was ok to leave mold from August 8th to August 15th. I felt that was wrong so I called a mold removal company who came out and let me know this is not ok, they quickly taped my vent since mark ******************** left everything open for spores to fly through my air ducts. I became mold sick for few days. I told ***************************** it was not ok what they did but they just gave excuses. I try to resolve this with owner of company but the receptionist and manager ****** will not let me talk to owner. Mark ******************** contractor is difficult to communicate with & **** send me schedule w no times on it. My shower was suppose to be finished by today September 7th but ***************************** decided to pull out in the middle of job. My shower doors are not on this has been a literal nightmare. There needs to be accountability. What worries me the most is that they do this to someone who doesnt know any better. There is much more to tell so if someone can plz call me this has been very draining for me. Thank you and hope to hear from you soon. Thank you so much.

  

  Business Response

  Date: 09/13/2022

  Please find our formal response to the claimants complaint attached.