Complaints

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1/17/24: We signed a contract with ************************************ and Masonry. This job was to waterproof one side of our house and the entirety of the garage. Water was coming into the boiler room in the basement and the garage was flooded with water. We were given a 25-year warranty on the job by ********. He stated, to call him immediately if any water was coming in the basement and/or garage and he would come back to fix the problem. 1/20/24-1/23/24: Waterproofing job was done.3/7/24: I called ******** to let him know that we had water in the exact same places in the garage and basement. He said he would be over early the following week. 3/16/24: A crew of 3 men showed up to inspect. They put some concrete in some spots. One man said that additional work needed to be done which was not completed. 3/23/24: I called ******** again to let him know that I had water yet again in both the garage and basement. He stated he would come that Friday. He never showed up. Then he said Saturday. He never showed up. Calls and texts go unanswered for days.4/6/24: I received a text message stating that the full crew would be at my house on Tuesday, April 9.4/9/24: No one showed up. Phone calls and answers go unanswered. I called a "secondary phone number" that I had for ********. He answered and said he didn't know anything about it and asked if I "didn't call him on this number again". Please keep in mind, this phone number is listed online for a different company name, NY Waterproofing and Masonry. I found it from a flyer. Very strange. We paid a total of $16,000 for this job. In the middle of the job, he stated that our house needed additional and unrelated work which was going to cost us and additional $50,000. We were shocked and as we asked questions or for proof of the work needing to be done, he kept lowering the price to $40,000 then to $20,000. We did not do the additional job and we sought a second opinion.

  Customer response

  05/06/2024

  At this time, I have been contacted directly by ************* Waterproofing & Masonary regarding complaint ID ********, however my complaint has NOT been resolved because:

  I received a text message from a random number saying they would be at my house on April 22nd to fix the problem. They never showed up and did not respond back to my message. I texted ******** again on April 25th. He said he would call me the next day and he never did. There has been no communication since then and nothing has been fixed. 

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

  Customer response

  05/26/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ************************************ & Masonary regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company took money and did not repair properly. Also images they sent me telling me that it was my house were false. They sent me picture from ****** of random damage to other properties claiming it was my home. They offer 25 year warranty and Ive asked to to come back to honor their warranty and they said they would and have not returned. They do not answer or return calls

  Customer response

  03/07/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

*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. ↩