Complaints

This profile includes complaints for Pilot Plumbing and Drain's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pilot Plumbing and Drain has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pilot Plumbing and Drain

  12323 NE 99th St Ste 113 Vancouver, WA 98682

  
• 

  Pilot Plumbing and Drain

  555 SE Martin Luther King Jr Blvd Unit 105 Portland, OR 97214-2595

• 

  Pilot Plumbing and Drain

  1339 Commerce Ave Ste 307 Longview, WA 98632-3750

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:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Saturday AM 1/18/25 my home basement started to flood. I called Longview Sewer after hours and explained the flood and that I had attempted to snake 50 feet with my own plumbing snake.The lady said there were no sewer problems and I should call a plumber .As the flooding got worse I called Pilot Plumbing and agreed to a $189.00 service call, I agreed, at at approx 2:3p PM a service person named ***** arrived .I agreed to a camera to see what is obstructing the pipe.***** snaked and then after failure suggested a super snake he could use for a fee above a 3 tier package pricing. I never received a copy of this list physically or on line as of 2/9/2025 He assured me this would solve my problems so I agreed.After the "super snake" also not working for an extra $400 he could send another ****** with a hydro unit that would surely work. The second ****** I believe named **** arrived and I never saw any hydro snake unit used but but they again used the camera and told me I had a pipe collapse off my property by the curb. They said sorry and left. The next day 1/19/2025 I awoke to even more flooding in the basement and I called back ************** and plead with them to check sewer after I spent almost $3200 for nothing. Two men from Longview Sewer arrived and quickly informed the sewer was backed up all along my street. There was not collapsed pipe and City offered me restoration pay. Bottom line I want to be fair. 1. I will pay for $189 service call,2. I will pay for camera in sewer line. 3. I will pay for special "snake" (which did nothing). As for anything else because my problem was explained to me as able to be fixed but was not I feel a big adjustment on this bill which has been paid to pilot in full should be made mainly due to my belief that my payment was contingent on results. I have sent several text regarding this and have not heard back nor received a bill or statement of any kind Please help me Truly Yours ***** J *****

  Customer Answer

  Date: 02/19/2025

   Dear BBB; Thank you for resolving my problem. My bill was adjusted from approx $3200.00 to approx $400.00 thanks to you. I still have not yet received a statement or receipt from them but am very thankful

• Initial Complaint

  Date:02/03/2025

  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.

  I have been trying to reach ***** and **** via text and phone at ************ and ************, leaving multiple messages and voicemails, but have yet to receive a response.From my last conversation with ***** a week ago, he mentioned that the job was nearly complete. However, my general contractor has pointed out that some pipes are not in ideal locations, such as being too close to an electrical switch. When I brought this up to *****, he stated that any necessary changes would be made if required by the city inspector.We have now been waiting for the city inspection for quite some time, yet I have not been able to get any updates from ***** or ****. This delay is causing significant scheduling issues, as I have other projects lined up that cannot proceed until the repipe work is completed.Additionally, during the job, I inquired about some additional work but was informed by ***** that it would require extra payment. I then clarified that I did not want any modificationsjust completion of the agreed-upon ******* this point, I need confirmation that your team will address any required changes as per the citys inspection and ensure the job is completed as soon as possible. If I continue to be ignored, I will have no choice but to seek legal advice.Please respond as soon as possible with an update on the status of the inspection and the necessary steps to finalize this ************ regards,**** ***

  

  Business Response

  Date: 02/05/2025

  Hi **** ***,
  Thank you for reaching out through your calls and emails. We have a structured system in place to manage our workload efficiently, and we appreciate your patience.
  We have reviewed our work, and Im happy to report that everything is functioning properly with the water fully operational. We take pride in standing behind our work, and if any changes are requested by an inspector, we are more than willing to make the necessary adjustments.
  Please dont hesitate to contact us if you have any further questions or concerns.
  

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I want Pilot Plumbing (PP) to call me to schedule an appt to finish a job, follow-up with an email from a named employee, and ensure that licenses/certs and photo ids are shown at the appt.6/18/24 - PP came to my elderly mother's manufactured home about a broken outdoor pipe. She agreed to an "option" to re-pipe the entire home (in all fairness, polybutylene pipes are known to break). "Bundled" into the $17,236.71 cost was an expensive water filter and costs associated with it. Had she known about the added cost, she would have never agreed to the filter.6/19 - PP told mother the job was done, up to code, and they took the final payment.Between 6/19/24 and 7/6/24, I visited PP's office inquiring about the high cost and learned that the job was not complete. I advised my mother not to talk to them/let them in until I learned more.7/6 - Mother heard gushing water under her home and called a different plumber. That plumber said it was caused by a violation of the Uniform Plumbing ********* forward:11/8 - Info given to PP by L&I about code violations. I reminded PP that my mother gave permission for me to be the contact.11/15 - Mother was contacted by text message to confirm appt for the next day. I emailed the owner, scheduler, and OA to remind them to contact me.11/17 - I confirmed an appt text from Pilot for 8-10am the next day.11/18 - While waiting for the appt, I was checking my email and saw an email from PP wanting me to confirm an appt for Thursday (3 days later!).11/19 - I responded to their email confirming the appt for Thursday 8-9am.11/21 - 7:45am text sent that they were on the way. At 9am the person who came was a trainee, not a plumber. I called PP requesting employees to bring credentials and photo id. At 10:09am PP called back saying the dispatch manager asked to change the appt to Monday. Homeowners, be aware of what Manufactured/Mobile Home requirements are for alterations: ******************************************************

  

  Business Response

  Date: 12/04/2024

  Hello,

   

  Thank you for this email. I would like to inform you that ***** and the Team has reached and amicable agreement and that this job has been completed and is ready for inspection. 

  While we understand the customer's situation we also explained to her that some of the things she'd like were unnecessary hence causing more delays.

  We both agreed to set aside our differences and just focused on completing the job.

   

  Thank You

  Customer Answer

  Date: 12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/17/2024

  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.

  4/15/2024 Amount paid: $741.13 They told me that they would come out and pump my septic and fix my bathroom drain and my kitchen drain.my dispute is that they came out, barely got the bathroom drain working, made the kitchen drain even worse, and did not pump the septic.No the business hung up on me when I tried to resolve the issue. $741.13 for barely fixing a bathroom drain with a snake is a total scam, it's stealing, and I believe it's illegal

  

  Business Response

  Date: 05/08/2024

  Hello,

  Hope all is well.

  Thank you for reaching out and sending this feedback to us. We appreciate your patience and we apologize as there had been some changes in the management team, hence the delay in our response.
  
  We understand that plumbing issues can be frustrating that is why our plumbers do their best diagnose the issue and to provide options to customers based on their assessment. I have attached a copy of the signed estimate showing the tasks that our plumber commit to do and the total amount of the service. I have also attached a copy of the invoice showing that the customer voluntary paid the bill after the service was done. We would like to think that it is safe to say that the customer was aware and to what our plumber will be doing based on the signed estimate, and agreed to pay as it was paid same day after the service was done.
  
  We also have investigated the initial call and the customer did mention that she might need help with her septic pump, as the call progress the customer mentioned that her sink and bathtub were not draining and everything else was alright. The *** mentioned that it's a possible drain issue and offered to send a plumber out to check her plumbing concern. The *** mentioned that we are not able to provide estimate over the phone and only after the tech assess the issue that we can provide an estimate. 
  
  We apologize for any trouble or inconvenience that this may have caused our customer but we are committed in providing transparent and best service to our customers.
  
  For any other concerns, you may call our office at ************. 
  
  Thank you and we appreciate your understanding.
  
  Pilot Plumbing and Drain
  
  
   

• Initial Complaint

  Date:01/05/2023

  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.

  They came in because our pipes were frozen and they discovered a leak and said that our pipes needed the galvanized pieces replaced and the piping insulated. They quoted ** for $7,100 which was a sticker shock to us but they were reliable and responsive at first.We called and they didnt own up to their mistake but did order an apoxy kit on Amazon to try and cover their tracks even though our bathtub had been refinished by a professional.After a $7000 plumbing bill that we will have to save up to pay off and then having them ruin our $800 bathtub was truly gut wrenching and devastating. We have this job on warranty and are requesting that they cover the cost of fixing our bathtub.

  

  Business Response

  Date: 01/16/2023

  Hi Kara, 
  
  We hope you're doing well.
  
  We truly value the feedback. We apologize for the delayed in response and for making you feel upset about the situation. While we take pride in the quality of work we provide which reflects in most reviews we receive from our customers, we recognize that we are still a growing company that has a lot of areas for improvement. We want to take all sorts of opportunities that will give us a chance to be a better service provider.
  
  On that note, allow us to review your case thoroughly and see how we can best address your concern. You can call me directly at **************  or email me at *********************************** for any urgent concern. Kindly allow us 5-7 business days to complete our investigation as we have a tight schedule this week but we will make sure this will be addressed accordingly.
  
  We appreciate your time and cooperation. Looking forward to having this concern resolved.
  
  

  ******

  Client Relations