Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have tried to contact this business due to still having a wet basement, after spending $15,000+ having them put their solution in our basement. They either do not answer the phone and if you leave a message, no call backs, put in a work order with an actual person but still no call backs. I’ve even left a message on their website because their voicemail box was full. No call backs!! We have tried multiple times over a few year span and still no call backs! We just want our basement fixed! They claim a lifetime warranty but nobody comes or calls back when there’s an issue! We just want the business to come fix our basement! We paid too much money to still be having water issues in our basement!

  Business response

  01/06/2025

  Work was done 4/24/2020 (Invoice Attached).  Total for work completed was exactly $13,950, and heavily discounted.We are here 7:30 - 5:00 PM Monday through Friday, except holidays.  We listen to, and respond to all voicemails daily.  Our computer IP phone system is extremely hard to fill the main mailbox.  We empty it consistently.  It was tricky this year with the holiday falling on Wednesday.  We have talked to Ms. ******* twice before this complaint was lodged. (12/29/2024)  We do not recall, nor can we find any instance of persistent communication, recently or in the past 3 years.  We spoke to Ms. ******* on 12/11/2024 and created a call-back order for her issue.(Work Order Attached)  We had agreed to come out on 12/30/2024 and inspect her basement, and address her issues. We are not sure why the complaint was entered.We installed a drain tile in their entire basement and cellar door perimeter (150 feet), among some other work on 4/24/2020.We have a limited lifetime transferrable warranty for our drain tile system. (Warranty Attached)  It does not cover altering our system in any way, or the existing soil conditions of the premises, or surrounding neighborhood. (Diagram Attached)  The *******'s after we completed our work, ran their wash machine discharge, and upstairs sink to the drain tile crock, altering our solution.  They also have a silty neighborhood and lot.  Over the 4+ years of the system functioning as designed, silt has come through the surrounding foundation wall and covered the fabric and perforated drain tile, slowing it down.  The washer discharge was sending clothes solids, lint and detergent to the drain tile crock and pump.  The corrosive nature of the detergents, along with the excess solids dumped in to the crock, had caused the pump to malfunction. Adding the upstairs sink discharge to the crock did not help the pump situation.  It was not discharging the collected water and overflowed on the basement floor.The owner drove out immediately on 12/30/2024, the day we learned of the complaint, as we take pride in our impeccable BBB rating.  This is when we discovered the altered system, and the silty conditions of the soil. In the order of customer service, we agreed to replace the 13' section of silted drain tile.  We agreed to replace the malfunctioning pump, along with cleaning the 3/4' gap along the perimeter of the basement free of charge.  This is approx. $3000.00 in material and labor.  We feel were are not responsible for any of the issues, but we like happy customers and strive to have an A+ rating with the BBB.

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