Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Anchor 3/31/21 to waterproof cellar with a drain system. Signed contract with Matt T******* Lic#*****. I contacted company on 12/18/23 regarding water entering by steps going down into cellar. Anchor installed drain opening here but water does not enter the drain but puddles up instead. Then there is an area where Anchor came back out later in 2021 to install waffle board, basically additional drain system around a cement block connected to main water line and the sewer pipe. Anytime there is rain, water pours out from drain system. Refer to attached videos. I had another plumber company (**** *****) assess Anchor's work at this this particular area and was advised their work was not done correctly. I did have a leak at the main waterline but that is being addressed by *** **** *******, who I have a warranty with due to a new main water line being installed 9/29/21. The pinhole leak is not causing the water flooding in cellar, it is however due to the drain work that Anchor installed. Again, refer to video. I have called many times, with my initial call 12/18/23. I received a call back 12/19/23 from the office manager telling me a Mike would call me to come out and review issue that day, but a week went by with no call. I called leaving multiple messages with no response. I sent multiple emails with photos/videos of the water issues when raining - 12/18/23, 12/19/23, 1/2/24, 1/4/24. I called 12/18/23, 12/19/23, 1/6/24, 1/8/24, and 1/9/24. In an email response from the company 1/2/24, I was told Mike would come out to review property. However, that he was sick, so they were trying to find someone else to come out sooner. This never happened. Finally spoke with Anchor 1/9/24 and was told my delayed response is due to computer system and phone issues, that manager will call. Called evening of 1/9/24 with desperate plea for help due to flooding in cellar Again, no response. Anchor is not honoring warranty.

  Business response

  02/07/2024

  Anchor installed a system in 2021 for **** *****. Since the work was completed we have been back out a few different times. Multiple times we have went out and a plumbing line was leaking which has nothing to do with Anchor. The customer stated she had a warranty with *** on the leaking plumbing line. Any time a customer calls for a job we did and is having a issue we always send someone back out to inspect and fix any problems that is covered under their warranty. We always honor our warranty. However we have been having ongoing issues with our ******* service. Services have been interrupted for the phone lines and internet. ******* has been working on the repairs and upgrading the building. We have missed calls and emails due to this. On top of the ******* issues we was made aware that Matthew T******* (my son) had opened up his own competing waterproofing business. I have had this company since 1997 and in 2021 my significant other died who held the license for Anchor. After his passing I had to put the license in someone else name. I put it in my son Matthews name and he has held the license since. Since then my son started draining the bank account and I removed him off of the account and found out the next day that he had opened up his own company using Anchors funds. He was going out on leads for Anchor and writing up contracts under his new company "******** * ****" which is not allowed by law. Matt is responsible for all service calls/ warranty's with Anchor since he holds the license. He will continue to be responsible for all service calls until he removes his name off of the license. Matts lawyer sent over papers saying that Anchor could not take any service calls. He advised us to stop answering the phones or responding to customers as he was trying to eliminate the company. Matt has filed with the court to close Anchor Waterproofing so he will not be responsible for any warranties customers currently have with Anchor. Customers that have warranties have reached out to Matt and are being told that Matt and his wife ****** have nothing to do with Anchor and that they are a different entity. Once we was made aware of the situation with **** ***** we did try to get the foreman who did the job to go back out but he was sick so we had another foreman go out. Even though Matt T******* is responsible I still paid someone to go out and inspect her situation. We originally thought it was just the same plumbing line leaking. After going out we realized the line was leaking and she was having *** fix it and that the walls were leaking from weep holes and going onto her floor. There was a few diffferent issues going on. With the amount of water that was going on her floor we decided to redo her system and upgrade her to the materials that we have switched over to the last few years. We are actually at her house today redoing the system. I hope this complaint is removed after the system is redone today. Hopefully the situation will be resolved soon with Matt and we can get back to keeping all of our customers happy. Matt is destroying Anchors reputation on purpose and we are trying to undo all the damage he is causing. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Anchor Waterproofing, LLC installed a new sump pump, sump pit and connecting PVC discharge piping in my home on 9/22/2022. On October 1, 2022 the discharge pvc pipe blew apart from defective installation. No PVC glue was used to connect the discharge pvc pipe to the pump connection (only primer). The first rain fall after installation the pvc pipe separated causing a flood in my home and resulting property damage. The owner was rude and dismissive. In exchange for his company not fixing this defect he wanted to refund my money. As my house was continuing to flood I was at his mercy to fix it and wait for a technician from his company to arrive. There was no way I could accept a refund at that point. However, I want my money back in full and I do not trust this company or the owner. He was dismissive about my property damage and basically told me that is my problem. Defective workmanship is not acceptable and no contract can supersede consumer rights and law for incurring damages from negligent and defective work. His company also did not conduct the concrete work in accordance with OSHA requirements and exposed my hvac system to silica dust and myself. As well as their own workers. The entire engagement with Anchor from start of work through this defect was unprofessional and concerning on a technical level. I am happy to provide any written affidavit to the BBB that may be needed for this complaint.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/10/04) */ This is quite possibly the strangest complaint I have ever received . I became aware of the issue at 845am on 10/1 . We had someone out by 1030 and the problem was fixed . I was coaching my son ( I told her this ) . I told that she was our priority and we will fix this ASAP and we did . She texted me over 100 times . Over 100 times . She threatened legal action and she threatened to give bad reviews . This was in the span of 90 minutes, al while her problem was being fixed in record time . My service manager was on the way and I was occupied but that was not good enough for her and she proceeded to speak to me in a way that I never encountered in my 20 years of work. Yes, a pipe was not glued properly it was a simple mistake . It was taken care of extremely fast . Despite my service manager leaving for her house only 30 minutes after finding out about the situation, I was being harassed , bullied and yelled at and cussed at by the home owner We are insured and any damage is obviously covered by our insurance. I even offered her money back because of her extreme anger . She declined . I offered a 2nd time and she declined . We fixed the issue . We have done nothing and owe this customer nothing to warrant a BBB complaint . We have honored our contract and honored our warranty in a professional manner . I will not speak to how my foremen was treated but he was brought to tears . I will not list the rude , uninformed and downright mean things that this customer said over and over again but , I think it's clear that nothing is actually wrong . This seems to a simple money grab . All of this being said , If her basement leaks , in the areas where performed work , we will continue to honor our warranty now and as long as we are in business . Consumer Response /* (3000, 7, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. T*******'s statement is completely in accurate. He refused to take my call and when he finally returned my call He was screaming at me right out of the gate that he was at his son's game. He absolutely bullied me and was hostile and was attempting to make me feel threatened hoping i would back off on the demand for water abatement and remedy immediately for my home that was flooding. He refused to give me his insurance info when i asked for it and then became even more angry saying i was harassing him. I actually said to him i am harassing you because im calling because my home is flooding as we speak and your telling me its my problem. All he was doing was giving me a hard time and telling me what he wasn't going to do. He also did not have a firm answer on when or if a service tech would be onsite and that's when he also said he would refund me for the work. He is using terms for harassment and bullying incorrectly as I am the victim in this situation being harassed, and defamed and slandered in response to my ****** review. My review on ****** was fact based. This man is threatening, hostile, and defaming and he is not accustomed to someone not allowing him to get away with defective work or false statements about the homeowner because he works hard at shifting the defective work and lack of professionalism to a homeowner with false statements and accusations. Angie's list has some good reads from other consumers like me who had a real struggle with him. Warranty is something that a reputable business owner wont start with if the work is done right a warranty never gets triggered. He immediately refused my call and immediately offered a refund in exchange for not having a service repair to fix their defective work.I want to say I have documentation for the review on ****** and the receipts for treating his employees to lunch while working. I also have bank statement to prove I took cash out to give his employee Justin a tip of $60.00. I made dinner for his foreman Justin who was the only person onsite the 2nd day of install. I made him 2 grill cheese sandwiches and brownies and pretzels for his ride home after he finished the work. Not only has this man defamed me with his false statement and accusations its all a facade to evade the facts. Fact he did defective work and did not want to own any liability for this defect. He became hostile and angry and fabricated information about me in response because he doesn't want to own the liability for the damages to my home and doesn't want any negative reviews so other consumers fall prey to his tactics. Please see ****** review attached. Again, my prior complaint detailed the gross negligence in performing the work and the defective work. He can make up whatever he wants about me. The facts are the facts. I will not accept anything other than a full refund. Business Response /* (4000, 12, 2022/10/06) */ Good morning ******. Below, I am going to list the reasons why Anchor Waterproofing will not refund any funds for the project at Ms. ******s home . 1. Upon, learning of the problem we immediately dispatched our service manager to solve the issue and honor our warranty and contract and he was at her house and the problem was fixed within 90 minutes . 2. Even though our contract clearly states under item 3 of our term and conditions that " contractor shall not be responsible for damage to panelling , baseboard , tile , carpet , or other obstructions , or on walls, floor or otherwise ". With that being said we still contacted our insurance company 1st thing on Monday to inform them of the issue AND we gave Ms. ***** our insurance information. All of this was done BEFORE ANY COMPLAINT WAS FILED. We did this as a good will gesture. This is not because he had to contractually . 3. Anchor Waterproofing installed our system in a timely fashion . It was an extremely difficult project that took twice the normal amount of time for the job . We asked for no extra compensation . 4. Ms. ****** has posted slanderous and liable information about myself and my company that is false , which could result in loss of business . 5. Ms. ******'s treatment of Justin I**** ( the Foremen on the project, was offensive , derogatory and downright cruel . 6. Ms. ****** harassed me , cursed at me and sent me over 100 text messages at a time when I was actively trying to solve the issue . Which we did in record time . 7. During Ms. ******s tirade she was offered her money back on 3 separate text messages . She declined and we come to help . She can not have it both ways. 8. The system is currently working properly . 9. Ms ****** also cursed and yelled at me on the 1st day of the project . I even changed my schedule to go and make sure everything was ok. It was fine but it was ms . ****** belief that my foremen (who has 15 years experience ) was stupid as she insinuated this multiple times . 10. She threatened to sue me multiple times without any merit . 11. We are concerned about ms. ******s mental state and would be concerned that a refund would not end this situation . 12. Text messages between ms ****** show my text messages show a total willingness to help and to try to understand the situation . It also shows that I harassed, threatened , slandered for no reason . 13. After the yelling and screaming on day one , we had a meeting about this project . The foremen did not want to return to the abuse and the office was concerned for his mental health . It was suggested that if we went back , she would find a problem with anything . But , I personally overruled the common sense thought to walk away . I wanted to honor our contract and give Ms. ****** the system we agreed upon , which we did . 14. Plumbing lines unfortunately comes apart often. We did not do this on purpose . Typically when a plumbing line breaks the homeowner simply calls their home owners and gets the pipe fixed , which we did free of charge In summation , we did the work , honored our contact , honored our warranty, worked to have our insurance involved when we did not need to . We were treated horribly and slandered over and over again . This is all I can really say other I'm genuinely sorry and feels the way she does about us and I hope in the future she will realize that we did right by her . Sincerely, Matthew T******* Owner Anchor Waterproofing, LLC Consumer Response /* (4200, 16, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of the items stated in this business rebuttal are untrue. I saved all texts and not one curse word coming from me to him. See attached. I have more texts on record. The only refund offered to me was in EXCHANGE for Anchor NOT sending a repair technician to fix their defect that is EXTORTION. I also never cursed at his foreman. In fact, I bought lunch for him and made him a meal for his drive home when work was completed. Gave him $60 cash tip. None of what this man is saying is true. I have uploaded text documentation from and to Mr. T*******. I am reporting him to MHIC and want to also continue pursuit of this matter with the BBB because none of what he cites is true or fact. Lets stay on point,defective work and he was trying to extort me in not having him repair the defect in exchange for a refund. This Owner is one of the most derogatory, malicious and dishonest businesses I have ever encountered. I have two witnesses to the workmanship defect and to Mr. T*******'s screaming at me when he finally returned my call on 10/01/2022. I will not do business with this man or his company on any future warranty. I fear for my safety and property based on his gross and malicious attacks on me. The slanderous lies he published just in response to this complaint I would never want the liability of that man or his employees on my property ever again. I demand a refund and would be happy to assemble formal documentation, chronologically for the BBB leading up to the defective work. Mr.t******* and his foreman did not like that I questioned the install of a 3" speedy drain connecting to a 2" hard pvc line that then would connect to a 4"drain tile. I questioned the install and this is what justin the foreman said he was going to do. I asked him to stop and I then called a professional plumber who said thay he would not recommend this at all. Do not narrow the drain from point to point it will flood outside the basement door. This is NOT how this install should have been performed. When I questioned the foreman he got irritated with me and I gently explained I was not challenging him but that the water flow coming into this drain is high volume we cannot reduce the 3" to 2" to get to the drain tile. I called Matt T******* and he agreed and said they typically connect the 4" drain tile direct to the 3" speedy drain. I never cursed at Justin and I never cursed at Matt. Before the drain was finished,I insisted they prevent water intrusion in my home as they removed my drain and rain was coming and they were leaving for the day because they did not finish the job. Matt T******* told me that it was my problem and he was not a weather man. I am sorry but if you removed my drain and now subject my property to water intrusion you are responsible for leaving my home in a condition in which you found it before you depart for the day. Mr. T******* is hostile and irate because I am holding firm on their defective work and the fact he owes me a full refund. If he offered me a refund conditional on not providing a repair technician how is that not extortion if he is now not willing to refund me? Why not provide that refund now?

*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. ↩