Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the basement doctor come to my home to inspect a crack in the brick and what could be done. **** ****** came out and told me exactly what was needed and quoted a price. He explained multiple times that they do not guarantee lift, crack closure, but they do guarantee stability. (The crack will not get any worse or move after they are finished.) We proceeded with the work, the job was complete and the wall was patched, you could hardly tell the crack ever existed. It is important to note they could not get lift or any crack closure, it was winter and the ground was wet. The cracks tend to happen during the dry weather of summer when the ground recedes. All was well until the drought came in July. The crack reappeared and much bigger than it was before the peers were installed by The Basement Doctor. I informed the basement doctor that their job did not fix the issue and they sent an inspector to measure the wall. (The crew installs rivets in the wall after the peers are installed so they can monitor for any movement.). The inspector measured the rivets and found them to be over 1.5 inches off which would mean the peers had failed. He explained to me that the crew had problems on a couple jobs installing the level points, mine being one of them. He did not believe the corner had actually dropped that much but did believe it was low. The Basement Doctor sent a crew to service the jacks. They installed their hydraulic rams and found the peers to be holding pressure, again, they could not get lift leaving me with a gaping hole in the wall. **** ******’s boss came out, ****, and inspected the crack. He measured the level of the brick on the opposite side of the crack and found the brick slopes toward the front side of the house. He measured the brick where the peers were installed finding the bricks level. He concluded that the peers were installed on the wrong side of the crack.

  Customer response

  01/29/2025

  
  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. 

  Thanks for reaching out, 

  The work is not complete yet but I think we have a decent deal worked out.

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

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