Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They didn't end up performing the work as it was contracted. Will cost thousands to remediate. They left a gushing leak on recently poured concrete. I pointed it out to them, and they refused to fix. Refused to fix leak or damage caused from the leak. They were really bad with communicating their service. As if they didn't know what they were doing. Sadly this came to light only days prior to the work being scheduled. I wish I had canceled then, they didn't even know what they needed prior to performing work. They destroyed a large section of the yard with a drain pipe that was unnecessary instead of using existing French drain system. They destroyed that section of the French drain pipe. They said they "lost their keys" to the truck and started to dig up their work to "look for the keys". Maybe they lost the keys, maybe it was some kind of bizarre intimidation tactic. They came and picked the truck up the next morning. Whatever it was it was very unprofessional. They sent like 4 cars to look for the keys, when they could have just been fixing all the issues with the contracted job. They didn't do a good job of dust suppression a number of our children had to be withheld from school due to the dust and congestion it caused. They were extremely unresponsive, and it was extremely difficult to get them to explain to me what they did instead of executing the contracts. They left a significant amount of trash, dust, and debris. A few buckets of rocks were removed after they were "finished", all the trash/boxes of equipment had to be removed from the site after they were "finished", and a fair amount of water bottles & fast food trash also need to be removed. They tied in the radon mitigation system too, and now the motor on the fan sounds like a 30 year old diesel engine. It's really loud now, and wasn't previously. They left Toilet Paper in the basement, and I'm not sure why they would have used toilet paper in the basement as there is not a working toilet.

  

  Business response

  10/20/2022

  We are meeting with ** ****** on 10/27/2022 at 2:00 to discuss his concerns and the repairs.  Unfortunately, ** ****** was out of town the entire time we were working on his house making communication very little.

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint at this time.  For your reference, details of the offer I reviewed appear below.
  

  I'm actually not on site for the majority of contractor work done on my house.  If they needed me on site they should have said that well in advance of scheduling the appointment.  I told their sales professional and the scheduling people I was switching jobs, and didn't know my schedule.  AquaLock has significant difficulties communicating internally, and I think that may be why I received such a substandard service/contract adherence. 
  

  AquaLock has also been very difficult to discuss remedies for the contract breach.  Their online communication is with one person.  The phone conversations are with multiple people.  None seem to have any overlap.  I'm getting a different story from each staff member.  I think it is a concerted effort to confuse, and use my time at huge cost to the customer opposed to their business just delivering the contracted product. 

  I have politely requested proof of liability insurance, and they refuse to send. 

  *** is schedule to come and discuss remedies 10/27 at 2pm. 

  Regards,
  
  ******* ******

  

  Business response

  10/21/2022

  To whom this may concern,

  ** ****** has only had communication with myself and my husband in regards to questions, concerns,  schedule dates, contract information and canceling of contractual work.  In fact on 10/05/2022 *** met with ** ****** to explain the work that had been completed in the crawl space, and is scheduled on 10/27/2022 to go back to the *******s residency to explain all the contractual work that was completed.

  On 10/20/22 ** ****** contacted the office requesting insurance information.  Our secretary answered the phone call and informed ** ****** he would need to talk to *** ***** only.  

  Confirmation calls are always made 3 days prior to the start of any repair.  I made the call to ** ******.  ** ****** did not completely understand the scope of work, was confused with the price of the each contract, in fact he forgot there was a third repair he had contracted.  As well,  ** ****** informed me he was not going to be home the majority of the repair.   With the confusion of contracts, pricing and ** ****** being out of town, I suggested rescheduling the work.  ** ****** insisted to continue with the schedule date and only communicate via email...not ideal for complete communication.

  Aqua Lock looks forward to the 10/27 meeting 

  Sincerely,

  ******* *****

   

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was comfortable with the solution as it was relayed to me by the sales rep, and as it was laid out in the contract.  However, the contracts were not executed per how they were relayed to me by the sales rep or how they are laid out in the contract.  If Aqualock was not comfortable with the solution their sales rep provided, and were going to deviate from the contract, I agree with *******, that the Job should have been canceled by AquaLock. No work should have been performed until my return and they could come back out to requote the entire job.  As is they deviated from the contracts, and completed work erroneously.  If AquaLock was uncomfortable with performing the work as it was outlined in the contract, AquaLock should have said that on the phone when speaking about getting the site ready.  

  
  Regards,
  
  ******* ******

  

  Business response

  10/25/2022

  *** *****, owner, will be meeting ** ****** on Thursday at 2:00 to discuss and explain the contractual repairs which were completed at his property.

  We look forward to Thursday

  Customer response

  10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I, **** ******, am meeting with *** ***** owner of AquaLock at my home Thursday, October 27th at 2:00 PM to discuss remedies to the breach of contracts relating to the work performed September 19th-22nd.  A full refund is in order to the amount of $13,479.  Upon receiving the refund, I will not hold AquaLock liable for the damages up to the cost of $13,479, but will find them liable for damage in excess of $13,479.  It is my understanding that *** was not there for the work being performed, and will need to know the full extent of the damages.  I have notified AquaLock about the significant damages, breach of contract, and workmanship issues throughout the process.  I notified the 3 men at the commencing of AquaLock's work that they needed to fix the leak, and address the concrete issues, and I put that in writing on the document that I signed.   To which I wrote "Fix Leak and Concrete" on their document, but was not afforded an opportunity to read the aforementioned document.  Over the following weeks I've Emailed, Called, and met with *** in person, and in every interaction we have confirmed that corners were cut and the contracts were in breach.  

  *** looking forward to seeing you to discuss the remedy.  I know it is not your fault, and you were not there to oversee the work.  However, I do appreciate a business owner that does the right thing, and owns up to their business's mistakes.  I have great respect for you and the business you have built, but this work is simply not something a customer should be forced to accept or bore the cost of.   

  Regards,
  
  ******* ******

  

  Business response

  10/26/2022

  The scheduled meeting to discuss Mr ******* concerns about the contractual work is  scheduled for Thursday at 2:00

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will see you at the meeting.  I'm having a Plumbers, Electricians, and multiple other waterproofing and foundation repair people out so I can try to get you as accurate a forecast on the cost of remediation.  Please be civil with the other providers if you see them on the property.  Hopefully we can discuss solutions in the mean time.  It's unlikely that I will have all the costs for the damages by today at 2:00 PM, however, I wanted to give you a heads up.  
  
  Regards,
  
  ******* ******

*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. ↩