Complaints

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The crew was very easy to work with our issues are not with the crew but the office, scheduling, and the owner who are not taking accountability for there terrible handling of this business. Where to start with this business. So our first encounter with airxray was from a gentleman named **** who is the company's salesman. **** is a very friendly and knowledgeable gentleman of how the products are used and how they will help you fix the issue that you are hiring the company for. However in my opinion he is selling a product and promises that the company does not stand behind. So when we hired airxray to fix our leaking and mold issue in our basement we were hoping for the service that **** had talked about, which was far from what we got. The crew showed up on a Monday morning at 9am we did the walk through with the supervisor who was highly sure that they would be done within a week. We as the homeowner knew that this was going to take longer than a week before they even started. Which we were entirely expecting longer because our basement alone is roughly 2100 sq feet and we were doing a whole new interior and exterior tile. Since they had to jackhammer and take everything in and out by hand we knew this was going to be more like two weeks. The crew started around 11 that morning and **** hammered roughly 8-12 feet total that day. Which they were usually done around 4-4:30. The rest of the week was made with little progress but they were able to bring in another crew to help. The following week we began to see more progress. By week two we were going decently good until we were ready to start doing Crack injections. We were notified on Wednesday January 18th that the injections still had not come in and that the crew would not be coming back out until more than likely Monday of the following week. Which was a surprise to us seeing as how we still had concrete that needed to be **** hammered inside in order to lay the new tile in and still had half of the outside that needed to be dug up, tared and sealed with the exterior system put into place. So that Monday we were awaiting the arrival from the crew that never showed and we never recieved a phone call stating that they would not be out. This would be the first of three no call no shows from this company. We recieved a phone call from the supervisor Tuesday stating that there was a miscommunication on their end on who was suppose to call us, which in my opinion it should have been the office since they are the ones who handle the scheduling. That same day a crew showed up to do the Crack injects and left still leaving a partially finished job on the interior and exterior for the tiling system. Thursday of that week the crew finished up the exterior of our home. But this came with some headaches for us this spring. Instead of putting landscaping back like they promised I have been left with some fairly large mounds of dirty which e are going to have to level out. (Which I know things have to settle when you disturb the ground like we did but we are half way through May and still no shows on cleaning up the exterior.) They also left a decent pile of rocks dumped in our yard without any knowledge to us that they were doing this so we now are having to also clean up this mess as well. And a decent rut along our driveway from not backing down the concrete but rather in the grass that we have to reseed. We have to have them out numerous times to finish the job that they have been paid to do. Most of the time they are either sort staffed and can not make it out which we get notification the day they are suppose to come out (which I believe they have taken on more than they can handle and our pushing jobs off to the side that have paid them already.) Or we get a no call no show then I get the line of we tried to call you to reschedule but you did not answer. Which according to my call logs the ones you get with your bill, not the ones you can look at on your phone. I never received a call from them at all. I'm my honest opinion I would have never went with this company had I known this would be the things we would be dealing with months later. Please do your research find someone who is willing to do nothing short of perfect, this company should be ashamed of its self and the way they do business.

  Business response

  06/06/2024

  Service work was performed satisfactorily and has been signed off as completed.  *************** spoke to our crew and suggested that he didnt share the same feelings about the project as **************** did.  He was appreciative of the work and happy.  On completion day **************** said that the work was great.

  Customer response

  06/20/2024

  I am in no way satisfied with this companies response. They are pinning the blame back on us for their negligence and poor customer service. I have a response back back and it follows:
  
   I am rejecting this response because: 
  
  First off neither me nor my husband are satisfied with the company in their efforts to complete our job properly and within a timely manner. So for this company to try to say that only one of us is unhappy with the work in an effort to take the blame off of them is horrible business ethic. 
  
  Secondly our issue was never with the crew our issues were with the scheduling department, secretary and the owner himself. I have asked several times to speak with ***** who is the owner in regards to the no call no shows, projects that were left incomplete or finished below standard for months. I was told they would leave a message to which we would never recieve a response. We even had a service that was never provided that we were charged for. I asked for an itemized list so we could be refund properly for the service not rendered and was told I could not recieve one and that the service was only 5$. Which sounds absurd considering that total cost of the job was over 34,000$. 
  
  Lastly I did sign off that services were finally completed 5 months later but made the comment to the gentle that took over our job because the orginal gentleman was no longer with the company. He stated:
  
  "you guys are all set and completed."
  
  To which I responded with:
  
  "We will see. The last time that was said another Crack leaked that we were told should be okay and we didn't need to fill it with Crack inject in yet here you guys are back to do that Crack. 
  So we need to have another hard rain fall to be able to see if your system will work and work properly." At no time did I say the work was great because we have yet to see the work completed. 
  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like some assistance in having a deposit for $5000 refunded to me. ********* was originally scheduled to begin work on my property at the end of May. I let them know ahead of time that I would be out of town and asked if we could push it back a week or two. They scheduled it out 10 weeks which was too long, so I told them I would find another company to do the work. I had already placed a $5000 deposit which I was told would be refunded. I have been in contact with the company (***** the owner, and **** the salesman) multiple times reminding them politely to please refund my money. I am getting nowhere with them. I would like some assistance in having them refund my $5000 please.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in August 2022 I had my basement waterproofed by air xray. They dug up outside laid pipe and sealed and also did inside and put in a pump to take water out. Everything has been fine until a few weeks ago we started getting the water in the video. That is where the old sump pump originally was. They came last monday (feb27) they tore out the corner while still raining and water coming in and it started coming in so much worse. While waiting for a town person to turn outside water off to home he talked to my neighbor who had issues with water from city drainage system, then he started thinking that was our problem to and it felt like they were trying to say its not their fault. After a few hours they installed a temporary sump pump to help get water out but in the mean time enough came in to ruin my furnace, washer and dryer. The guy told me they had another job the next day but he would get his crew set up and come check on it, that didnt happen. I called the next day and was told they would come monday the 6th and again that didnt happen. I got a call tuesday morning he was going to call me on the way from job in ****** and stop by, i told him I had a important appointment in the morning at ****. He said ok. Im waiting at my appointment when he calls at **** and said hes at my house can he get in. I tell him no and Im not sure when ill be done. He leaves and texts me and said he would try the next day . I texted the number and then I got a call from the office this am (wednesday8th) that they would be here this afternoon. Its almost 3 when they normally leave for the day and have not shown up today either. We are making payments for the next 20 years for this and they arent fixing it. I have 3 kids and need a working furnace. I dont want to pay for new but even if I do I cant risk putting it down there the way it is now. I dont think it would have gotten that bad had he not tore that corner out and waited hours before putting in temporary pump.

  Business response

  03/20/2023

  Air Xray is committed to standing behind the work that we install.  In this case, the system has been working as ******************* explained, since August of 2022.  The leaking started during the extremely and abnormal rains that hit Northern ******* in February.  Air Xray went to *********************** residence to inspect the problem.  At inspection, so much water was coming in that the only way to know what was going on was to open part of the system where the leak was initiating.  When this area was opened it was found that the water coming in had significant pressure behind it and was blowing into the area.  Air Xray had ******************* contact the city water department to come and shut the water off in belief that maybe a waterline burst.  When the water was shut off, the pressurized water didn't stop.  There is a storm drain with an iron dome grate lid in front of *********************** home approximately 15 to 20 feet into her front yard.  A neighbor was out trying to move away debris so it could drain since the water was so high from the rains that the storm drain was under significant water.  A crew member from the Air Xray team tried to help that neighbor.  During the movement of debris around the grate, the water in the basement of ******************* became mucky and increased.  The neighbor told the crew from Air Xray that he had a similar problem and he had to install a backflow valve himself to stop this from happening at his house.  The findings became evident that the storm drain routes directly into *********************** basement.  Air Xray had to wait several days before the water could reside enough to view the problem.  A clay **** pipe was found under the floor of the basement that terminated under the floor.  ******************* had problems of water prior to installation in her basement and is why she contracted Air Xray to resolve the problem.  Storm drains are designed to accumulate water and move that water to a more appropriate place.  During a normal rain, this storm drain that was partially clogged was holding back water and the water that got through, the Air Xray system could handle.  However, as the drain was cleaned out of debris, the drain was opened, and full force water was coming from that drain until no more water was there to drain.  No waterproofing system can handle that amount of focused water from a storm drain.  Another storm drain line needs to move that water somewhere else.  Air Xray suggested to ******************* that she should contact the city about the storm drain and her insurance company about the damages inside of the basement.  ******************* did and found that the storm drain has not been maintained in around 50 years.  This is why it had debris blocking it and no one knows where it goes.  The city can not provide any information on this drain or diagrams.  Air Xray is not responsible for the city's storm drains.  This should be a city matter and it should be redirected.  Unfortunately, ******* ******* has not maintained this drain and won't help.  Air Xray is offering help by digging down outside to find the drain and install a backflow valve for ********************  This is not any admission of responsibility by Air Xray, but trying to stop a problem what won't be fixed unless Air Xray helps.  Air Xray is scheduling this work but has to take other commitments and weather into consideration.  It is recommended that ******************* contacts her insurance company about any damages the accrued due to this situation.

  
  

*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. ↩