Complaints

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• Initial Complaint

  Date:06/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a lot more details in the attached document including my last email interaction with Ridgeback Basements. To summarize the situation, Jan 2022 I had ridgeback waterproof my basement and seal my crawlspace. The same month there were issues. Water was freezing outside the pipes and possibly allowing water to back feed into the house. There was disclouration from the beginning and it only got worse. The pumps were not installed were in an optimum location. The wrong equipment was installed (I was offered $8200 refund although I paid $26000). I was reassured that I did not need to be concerned (in person I was told plans cannot change, ridgeback changed their plans after realizing their mistake with pump location, negatively impacting my home). I paid for a lifetime transferrable warranty but approximately 17 months later I started to have water issues and it's only been getting worse. Little has been done by the company other than replying to emails and making false claims in person. ***** (Part owner) even offered me to install another pump; however, this will not resolve my issues. She has told me that my father needs to help fix their equipment and I MUST have them clean it for the foreseeable future (at a rate of $600 every 4-6 months, never mentioned during install) In July, an employee of Ridgeback came to clean the system, he was unable to clean it properly, he tested all 3 pumps and they are working, and he even mentioned the pump should be in the other side of the house. I am currently using a military computer, but if you need any additional information/evidence I have email chains, pictures, videos and dates. With my work, I am usually unable to use a phone while in my building (security reasons) I can return voicemail messages or emails.

  

  Business Response

  Date: 13/09/2023

  Thank you for the opportunity to reply. Ridgeback Basement Systems values customer service as being number one and feel we have presented solutions to both *** (****’ dad) and **********.
  

  Original Inspection was Dec 31, 2021.
  Installation was January 17, 2022.
  
  I received a call from ********** on February 25th, 2023 indicating concerns about the discoloration of the new concrete installed and Iceguard. ***rick went out to his home on the 28th to evaluate and address his concerns/questions. Follow up was satisfied and customer had no further concerns. Conversation was explaining how the Iceguard worked – IceGuard allows water to escape from the sump pump discharge line if the pipe freezes. When the discharge pipe thaws the water will automatically run along its normal route. Enabling water to enter back down the internal discharge line and back into pump, overwhelming the pumping cycle. Concrete cured and bonded. With the amount of water under foundation it took longer for the concrete to cure.
  
  I received an email from ********** on May 31, 2023, just over a year later. He provided a photo (enclosed) of a little water coming up through a crack in the floor and I quote “I only have one photo from the other day. I checked above (making sure the water didn’t drip down) and there weren’t any other water spots I noticed. After 24 hours the water went away on its own. We are due for some rain, so I can monitor and see if the water comes back”.
  

  To which I replied. “Perfect, keep me posted.”

  
  I reached back out after not hearing from ********** on June 7th and this was his response. “I just noticed I’ve been having issues with my email. You may get more than one email from me. I am having more issues. The basement is dry now but when we had a lot of rain, I had more water.”

  
  I replied: “Oh great to hear back from you. No worries we will get someone out to see what is going on. We are extremely backed up; I know its not ideal but how does July 28th work for you?”
  Myself, *****- production manager, ******* – lead foreman and **** – office coordinator – went to **********’s home at _____ address. ********** was working so his dad, *** met us on site. The inspection went well. Iron Ochre was discovered to be the cause of his concerns and with regular maintenance his system would be fully functional again. *** was happy with that.
  

  A follow up email was sent to **********.

  
  “Good morning, ****. I just wanted to follow up from our site visit yesterday with your dad. Your system is being invaded by Iron Ochre, which is at first glance, looks like reddish sludge. It forms when iron-eating bacteria in soil oxidizes, turning them a red-orange colour. It is a thick, sticky, slimy bacteria. If you agree, I am going to have **** set you up with a full Iron Ochre service. The iron Ochre feeds up into your pump blocking all access holes in the cavity for water to enter and a thick reddish sludge build up in the pump holes. It is very important now that we know that your system is serviced every 4-6 months max. While we were there, the Sanidry Sedona filter was clogged, I replaced that filter with a new one so we can settle that up on the service. It is important to have a clean filter just like a furnace for proper air flow through the machine to drawl the moisture. Again, lets go with changing the filter every 6 months. (Or at least evaluate it). The service cost is $495 plus hst. Every hour after the first hour is $65.00 per hour. Plus your sanidry filter $69.95. I am also going to have *** come out – N/C and replace the piece of pvc pipe that goes out of the house into your iceguard as it too is also clogged from the Iron build up. I thought originally, we would install ports along the wall in the watergaurd but *** confirmed that with regular services the pumps and cavity should be enough. I have you booked in for July 17th at 8am. Will that work? Just let me know what dates work best for you and I will get you booked in.”
  ****toper expressed concerns regarding the cost of the service and did not want to pay for it. Ridgeback Basement systems agreed to absorb the cost of the service as it was very evident that if he did not start to service his system things would progress and become worse.

  
  During that service *** was present with ******* and *****. All went well to which *** sent a follow up email:
  

  “Good morning *****;
  I just wanted to follow up with the work done on Monday and to pose a few questions.   First, thank you for what was done, and I must say your people are very professional and good at what they do.   As you have probably been briefed on, for the most part, the majority of the work was completed.   No floor drain clean outs were installed, as it was determined that this would not help, but the one hole did reveal the problem.   The holes in the sump tub were too small, but were enlarged by ***.  It instantly had the desired effect and water poured into the tub. Second, when the lines were attempted to be cleaned by the oscillating pressure washer head, only a small percentage could be reached, due to the number of 90's.   This does present an issue, as no future cleaning job will be successful either.   Those lines will need cleanouts to be reamed clean.  
  So, I must ask, are the holes in the floor drains along the walls the type with the enlarged holes.  It appears online, that this is part of the solution for the iron bacteria growth.  How much is this not the right system for the iron ochre issue?  What would/will be the cost to make the system effective, if it is not up to handling the iron?  Given all things known now, should the system be put in the other corner where there seems to be more water and it would be a very short run of exhaust pipe? Thanks *****,*** *******”
  
  We are here to work with both the ********* and have presented a solution once again, absorbing the cost.
  
  ********** has no issues with the pump’s functionality, it appears his issue is
  
  With the perimeter watergaurd system – clogging and not getting water to pump cavity due to excessive Iron build up – that would not be a issue with regular maintenance.
  Servicing his equipment.
  
  Therefore, a full refund of the perimeter system was offered and declined.
  
  We only want our customers to be happy and if a refund is deemed to be the only option that is what we agreed to do.
  
  I have once again presented both *** and ********** with options to help resolve the concerns expressed. All of which are valid. We 100% want this system to be an active, fully functional system therefore the following was proposed and declined by customer.
  
  
  “Good morning, before my day gets too busy, I wanted to take a minute and recap our meeting:
  
  Option A: Full refund of Watergaurd - $8208 plus hst. - Based on your findings you claim the perimeter system is NOT getting water to pump cavity due to clogging of WG from excessive Iron. You have agreed all 3 pumps work fine.
  
  Option B: At Ridgeback’s Expense:
  1) Install a second smart sump on adjacent wall (production to determine with **** exact location) and discharge directly out. Area to which MUST kept clean and clear of any trees, and / debris. (FREE)
  2) Install Access ports installed at our expense. (FREE)
  3) Install “Y” connectors in internal discharge line – I listed this as - *** to install "Y" to gain access to internal discharge line for proper clean out – he offered to do this at the service. its ok if he doesn’t want to do that now, we can. We can do it for (FREE)
  
  Customer’s responsibility: Mandatory servicing of system by Ridgeback Basements every 4-6 months (6 months likely is enough but regular maintenance will determine the need for additional and more frequent cleaning) If this is NOT done, your system will continue to fail. This is not a mandatory implementation by any means but knowing now that your system has a iron bacterial growth causing blockage it only makes sense to want to keep it clean.  
  
  -Proper electrical hook up (A MUST) - to be completed asap by ****. He has 3 pumps and a Sanidry Sedona working off one extension cord. The main M53 pump requires its own dedicated circuit as does the M98 and Sandiry Sedona.
  
  Your system is failing because of Iron Orche not because the system design. We are doing everything we can to help you, but if you feel we are not we are being generous in the refund offer and your welcome to find a company to do better for you. Our system was installed Jan 17, 2022, and has proven to work very successful until the maintenance of his system continued to be overlooked due to cost.
  
  Mr. ******* has referenced the “change in the original design plan” – this course of action was taken to simply provide Mr. ******* with a better solution then what was originally agreed to during the initial inspection with ****** to which he agreed, and a change order was presented. The original contract indicated that the discharge line be directed to the front yard.  Once our crew got started with the sump pump hole, it was observed that a lot of standing water was visible and discharging all that, continuously to the front yard would cause a recycling problem. Ideally, we try and divert the water away from the homes foundation far enough this does not happen.
  ******* made Mr. ******* aware of this and introduced an alternative route so his front lawn does not get flooded out should there be excessive amounts of water discharged. Mr. ******* approved the change, and we continued work to re-route the discharge line from the front lawn to the side, nothing else changed in the contract. The suggestion of the re-route design was for mere improvement, it was never intended to upset the customer.
  

  Let me be clear we want to come and fix the identified problems to your satisfaction.  However, you have declined our solution leaving me somewhat confused as to what you would like accomplished. I don’t want to get into a bunch of emails that go back and forth but I am a little perplexed and if you allow with me the opportunity, I will tell you why. I’ve taken over this company three years ago and I vowed to provide quality service.  I’ve been a victim of companies who will not honor work (and/or warranties) that they were supposed to in accordance with a contract.   Simply put, I’ve been in your position where I have been unhappy with a service and got no satisfaction.  We on the other hand are trying to make this right and provide you a level of satisfaction and you won’t allow us to.  I struggle with this course of action, the emails, and the tone.
  
  Please let us know how to proceed.
  
  Thank you.
  
  ***** ******* 

  
  

  Customer Answer

  Date: 18/09/2023

   I am rejecting this response because:
  
  

  I would like to clarify things that were stated by ***** to mitigate the possibility of miscommunication and misunderstandings. First and foremost, when I initially signed the contract there was no mention of $2000 annual cleaning fee. ($495 every 4 months, $60 every hour past that, $70 filter and taxes on top of that).  I understand that there will be maintenance involved, but I wasn’t made aware that there was even a possibility my property could be “invaded” (as ***** wrote), by iron. That is not how iron ochre works, it didn’t just decide to invade me months after the install.

   

  When it comes to the ice guard, ***** said she explained how it works. She did not mention that the system was not working, as intended for my property.  The ice guard is designed to prevent the back flow of water and as you can see in the photos, it is open to the environment. The problem is my ice guard was freezing up so much it was blocked solid. If my wife and I are working, who is home to take a hammer and screwdriver to prevent a catastrophic failure of the system?

   

  When it comes to why I am upset about the original execution of the implementation of the system. I was told by Ridgeback Basements that they would install the pumps on the same side as the discharge for the water. Unfortunately, once the hole was already dug (for the pumps) it was determined it was not in an optimum area. ***** and *** both agree to that aspect.   The problem was the company took advantage of my lack of expertise in basement systems, but guaranteed to me that this would not be a problem in the future. They ended up with 40ft of plumbing to their “new and improved” design, instead of one or 2 bends in the piping there are now 7 angles in the system. I am not an expert, but they are.   ***** told me she installed longer runs for the pumps and they “can handle it”, but that by no means is an improvement to my system, it was just covering up a mistake and having me sign off on it. I have reached out to a professional plumber who expressed concerns about the restriction of flow this design now has. Having the pumps on the other side of my house would have eased both the demand of the system and future cleanings.

   

  When I was having problems, I reached out for 3 months, showing pictures of the escalation of damage.  Although I wasn’t ignored via email,  little was accomplished in a physical response.  Even after ridgeback showed up (July 17, free of charge) I still have my basement flooding when it rains.  It was near 4 month  wait for cleaning, but I still have water entering my basement, as recent as the day before the storm (hurricane Lee), this weekend.  I was told I would have a new section of PCV, didn’t happen, I was told my father had to install inlets, (because Ridgeback could not properly clean the system, that’s why it’s still flooding to this day), ***** even  mentioned the possibility of adding a new pump to the corner where the original pumps should have been installed. This would not resolve my current issue. This was mentioned in a private meeting, but my father was present as a witness. ***** also copied my father’s email praising their clean out job. I initially gave ridgeback a good review after the install, but after I continue to have problems, but my father even mentioned that they were unable to clean the system properly. Opinions can change.

   

  If there was no problem with the initial design, why am I being offered $8200 ?  By *****’s own account she offered a refund because with the iron ochre being discovered, she realizes it was the wrong product installed. She may not have mentioned that Ridgeback poured concrete over the wrong water guard and that causes my system to clog more frequently.  This all could have been avoided if the experts did a proper evaluation of the environment prior to the install.  I repeat, none of this was explained to me, they cleaned the system in July, I am still having floods, my basement is growing mold, property is getting damaged, but ridgeback wants more money from me.

  ***** has also confirmed that the system is working as intended, all pumps were tested. I have evidence after the system was cleaned, the tub were the pumps sit, is not working fast enough. The main lead pump handles the demand of the system before the lag pump can activate. This sounds optimal, unfortunately the water pools up so fast around the system that my house floods before the tub can fill up.  This is all a problem caused by the experts at Ridgeback Basements, not verifying or even advising myself to check for iron ochre in a known iron area.

   

  In conclusion the system would be more manageable and easier to clean if the pumps were installed on the same side as to outlet.  Would Ridgeback offer a $8200 refund on the water guard if it was the right item in the first place?  How is a 40ft run with 7 angled pipes an improvement to my system?   Why is my basement still flooding after their free of charge “fixes”.  Why did the company wait to check the basement after 3 months of more and more water?  If Ridgeback is the basement experts, why is it almost 2 years after the install I am finding out about an iron ochre “invasion”.  The truth is, if ***** acted in May rather than waiting months for a catastrophic failure, it could have prevented property damages.   If the system was planned out methodically and if the proper items were installed and the pump/piping was adequate, we would not be having this conversation.  ***** has complained about my emails and tone, although I am frustrated  and feel rightfully so,  I have been professional.  I expect her company to be the same and honor their guarantee of a dry basement.   I am not asking Ridgeback to help with the damages that have been caused to my property,  I either want them to fix their mistake completely or give me my money back, in full, so I can have it done correctly.  Hopefully, in the future, they do tests on their client's property ground water or advise then to get their own done, rather than blaming their clients for negligence in not advising the experts of the water situation they were hired to solve. 

   

  *****'s comment to us was that they rely on honesty from their client's as to the water condition on their property.  That was not only calling myself dishonest for not knowing about something I hired an expert company to not only fix, but guarantee a fix for, but it shows a lack of expertise by allowing both her company and her customer, myself, to be exposed to the risk of my lack of  knowledge.  I paid $26,000 for an expert company to tell me I should have told them I had iron ochre in my ground water and none of this would have happened if I had and because I didn't know what it even was, much less what to do and they did, I am now paying the price.  It is not right, no matter how ***** wants to spin it. 

  
  

  

  Business Response

  Date: 19/09/2023

  Thank you for your email, *** and ****. I’d like to take a moment and once again outline what Ridgeback has agreed to do to help alleviate your frustration.  Just over a year of original installation date the system is now clogged with Iron Ochre.  Iron Ochre is a bacterial build up that creates and attaches inside the pumps, liner, and discharge lines. This was not identified during initial inspection, otherwise we 100% would have reevaluated the design plan only. Products would NOT change. Mr. ******* repeatedly refers to the pump being in wrong location. This is simply a design change ( location) ********** and ***  would like see happen now, we are not sure why.  I reviewed the original design plan with ********** and his dad *** on August 1, 2023. ONLY THING that changed and approved by ********** was the location of the discharge line, so his pump water would not recycle back into his basement. The original plan had it going directly out and to the front yard. Once we started jackhammer for pump, it was discovered that ********** had a high water table and consistent flow of moving water entering the “hole”. Again even more convincing the location was appropriate for the Triplesafe. IF we would have left discharge lines as described and outlined in contract **********’s pumps would have been working continuously just pumping recycled water. Makes sense right?
  
  
  ****opher and *** requested that we MOVE the Triplesafe that has been installed for over a year, to the opposite side of the home. I explained in great detail the repercussions of doing so. What happens when you take an object out of a hole in the ground? It fills up with water, correct. There would now be standing water that could or could not seep up through that section of the home. We do not want to recreate another issue of excess water that’s for sure. With that being said, I OFFERED TO INSTALL A FREE pump on opposite wall. Makes sense right? I am becoming very confused why this continues to be declined.
  
  Icegaurd – As mentioned in numerous emails we were called out with concerns of the icegaurd being “frozen” – we responded and reacted within a couple days and there was no issue with iceguard at all. I am sorry I do not know what the continued issue is with something that happened over a year ago. IF he would rather it removed, we will accommodate that request. Please just let me know what it is you would like.  Icegaurds will freeze over without proper self-maintenance. But as water enters back through it is “warm” and the very little ice (IF ANY) that does build up would dissi***e immediately. You would not need to be home with a hammer waiting for ice. Definitely not.
  
  As far as cost for annual maintenance cost – We are trying to do our best to explain the cost – As outlined in our contract annual maintenance is not mandatory but highly recommended. Just like serving a car, if you don’t want to service your vehicle what do you think eventually will happen? It will start failing and breaking down. But it is NOT forced on you, it is  your choice. The cost of the maintenance is not outlined on the contract, as it is product depending. However like I said, with any purchase you make, may it be a vehicle, lawnmower, snow blower, furnace, heatpump etc, or sumppumps there is always maintenance required to maintain the longevity and performance of that purchase. I am sorry if you feel it is unjustified or not needed. We can certainly set up a payment plan if that would help. We are here to work with you not against you.
  
  A refund was offered for the Watergaurd perimeter system of $8208 plus hst as ********** continued to be unhappy with the performance of the watergaurd system. Not the pumps or Sanidry Sedona. ********** has no issues with the pump’s functionality, it appears his issue is with the perimeter watergaurd system – clogging and not getting water to pump cavity due to excessive Iron build up – that would not be a issue with regular maintenance.
  
  
  In conclusion, we have spent countless hours emailing back and forth, repeating everything that was said in each sent email. When we should be focusing on the solution. The solution has been presented on numerous occasions and continues to be declined by Mr. *******. Let me be clear we want to come and fix the identified problems to your satisfaction.  However, you have declined our solution leaving me somewhat confused as to what you would like accomplished. We are here to work with ********** and Jim, his daddy. I have met with *** on numerous occasions and *** appeared to be very understanding of what little is required to be done to have a active, successful working system. I am willing and able to spend more time with ********** helping him understand the positives of what we are offering and importance of servicing his equipment. I do not know what else to do for Mr. ******* if he feels servicing is too expensive. Again, we have a data base of IO customers, all of whom service regularly and would give us a 5* all day.
  
  I don’t want to get into a bunch of emails that go back and forth but I am a little perplexed and if you allow with me the opportunity, I will tell you why. I’ve taken over this company three years ago and I vowed to provide quality service.  I’ve been a victim of companies who will not honor work (and/or warranties) that they were supposed to in accordance with a contract.   Simply put, I’ve been in your position where I have been unhappy with a service and got no satisfaction.  We on the other hand are trying to make this right and provide you a level of satisfaction and you won’t allow us to.  I struggle with this course of action, the emails, and the tone.
  
  Thank you! Have a great day. Look forward to hearing from you.
  
  Option A: Full refund of Watergaurd - $8208 plus hst. - Based on your findings you claim the perimeter system is NOT getting water to pump cavity due to clogging of WG from excessive Iron. You have agreed all 3 pumps work fine.
  
  Option B: At Ridgeback’s Expense:
  1) Install a second smart sump on adjacent wall (production to determine with **** exact location) and discharge directly out. Area to which MUST kept clean and clear of any trees, and / debris. (FREE)
  2) Install Access ports installed at our expense. (FREE)
  3) Install “Y” connectors in internal discharge line – I listed this as - *** to install "Y" to gain access to internal discharge line for proper clean out – he offered to do this at the service. its ok if he doesn’t want to do that now, we can. We can do it for (FREE)
  
  Customer’s responsibility: Mandatory servicing of system by Ridgeback Basements every 4-6 months (6 months likely is enough but regular maintenance will determine the need for additional and more frequent cleaning) If this is NOT done, your system will continue to fail. This is not a mandatory implementation by any means but knowing now that your system has a iron bacterial growth causing blockage it only makes sense to want to keep it clean. 
  
  
  
  
  
  
  

  Customer Answer

  Date: 20/09/2023

   I am rejecting this response because:
  
  

  ***** has stated repeatedly that she has explained her reasoning and things “make sense”. I propose Ridgeback answer questions I have to clarify what ***** has explained. I truly believe if ***** answers these questions honestly, she will admit Ridgeback has made mistakes from the beginning.

   

  1. Why wasn’t the property tested prior to beginning the installation? Why wasn’t there any recommendation that I test my water?

   

  2. Why would you offer to modify/remove the ice guard if it is working as intended? How long, in the winter, can you leave the ice guard before chiseling away the ice buildup?

   

  3. Wouldn’t the system work better if the pumps were installed on the same side as the discharge line, wouldn’t that make cleaning the whole system easier? (Much shorter discharge line with significantly less angled pipes)

   

  4. Why are you offering a free pump on the side of the house that doesn’t have a pump? If my system is clogged due to the wrong waterguard being installed how would additional pumps help?

   

  5. When did iron “invade” my property?

   

  6. It was mentioned that moving the pumps would create a hole. How hard is it to fill a hole and move the pumps to an ideal location (where you want to add another pump)?

   

  7. You stated maintenance isn’t mandatory. Can I clean the system myself? How long would it take to professionally clean my system? (You mentioned $60 per every extra hour)

   

  8. Why does the basement continue to flood after your company cleaned the system?

   

  9. If the proper waterguard was installed, would that help my system? (less clogs)

   

  10. We spoke in person about the perforated tub that is housing the pumps, would it help the system if it was installed lower? (it isn’t working as intended, we discussed in person, ***** stated *** already drilled out some holes but if he does too much it could make my system run continuously)

   

  11. How many customers do you currently have with iron problems (% or #) ? Was it determined in the beginning, or did you charge them the same fee you proposed to me ($2000 a year), months or years after the install? If a system doesn’t have iron, how often do you recommend cleaning and what is the cost difference?

   

  12. If you showed up in May, prior to July when your system ultimately failed, could you have saved me from suffering property damages for 4 months?

   

  13. Since May 2023, what services has Ridgeback provided? (I have emailed responses, unfulfilled promises, suggestions made and a failed cleaning attempt)

   

  From the ridgeback website : Our WaterGuard® IOS (Iron Ochre System) Perimeter Drain Channel is ideal for managing this difficult problem. The wide-open design of the drain helps it resist clogs, while a removable lid allows for easy access and maintenance. (this was not used on my property, ***** stated I don’t have the wrong waterguard… Ridgeback has one specifically for iron, but I did not find out about it until my property was “invaded”)

   

   

  ***** stated to me during heavy rainfall warnings that no system in the world could have stopped that amount of water and “people died”. Neither of my neighbours to my right or left had any water damage (July or other months I’ve been having water), my neighbour across the street also had a dry house. I choose Ridgeback and I have constant water issues. When I asked ***** if all her customers had water issues like me during this heavy rain, it seems I was the exception. If all her other clients are dry, Ridgeback cleaned my system (July 17^th 2023), why do I still have flooding in my basement?

   

  It is *****’s understanding that this is only a problem because I did not tell Ridgeback that I was invaded by iron. They are the experts, I never claimed to be an expert, nor did I have prior knowledge of iron orchre. Now I am expected to pay $2000 a year for a cleaning that does not resolve all my issues. Ridgeback already cleaned their system once and I had water in the basement days later. Even if I cleaned the system monthly, the pump is not in an optimum area, the piping/discharge run was created to cover that mistake of a poor location choice (40ft and 7 bends which restricts water flow), another pump won’t help my problem. It’s a combination of errors from the beginning. Wrong discharge, wrong area for pumps, wrong waterguard, and letting the problems exacerbate until it became catastrophic. Now my system floods even without heavy rainfall. Ridgeback, as experts, should have taken precautionary steps to avoid this situation, intervened prior to failure and hopefully this will be a reminder in the future for them not to allow clients to sign off on their mistakes.

   

  If we are unable to reach an agreed resolution with Ridgeback fixing issues from the installation, and your company cannot successfully keep my basement dry, please refund me my money so I am not a victim to a company that takes advantage of their clients. I would much prefer dealing with a company that honours their commitments. I would be open to scheduling maintenance in the future if you can rectify the mistakes made during installation. By your own account you offered me over $8000, why would you do that if it everything was working as intended?

   

  The most ridiculous part of this situation is I’ve been having water enter my home since May 2023. Ridgeback’s lifetime warranty (provided in photos) has everything covered for at least 2 years. It hasn’t even been 2 years and I’ve had numerous flooding in my basement. Now ***** is claiming that maintenance is only recommended and that is why it was never discussed in the past; however, without maintenance my situation will only become worse, which she has acknowledged. The large amount of moisture is contributing to the growth of mold and could cause long term health concerns for myself and family, which includes animals and children. I do not believe ***** intends on helping me, her company already has a failed attempt of cleaning the system and that was back in July. She has gone back on her offers, has not honoured her guarantee and my basement continues to have problems. I do not claim to be an expert in basements, I listened to the advice of Ridgeback and I incurred a $26,000 bill and I still have water issues. I’ve had problems since they had me sign off on their mistake and I’m still paying for it. 

   

  If Ridgeback is serious on fixing the problems they created, it’s not going to be solved by them cleaning the system 3 times a year. If you go on google you can see a map of NS that shows areas with iron orchre, this was not considered by Ridgeback or mentioned to me. The pumps need to be moved to an optimum area, the lines need to be on the same side as the discharge (which reduces the length of discharge line, in turn, ease of cleaning and less restrictive flow) and the waterguard is the wrong size. There is no need for another pump, that does not “make sense”. When ridgeback poorly opened another part of my basement (opposite end of my house to assess the damage) it aggravated the iron situation (iron orchre exposed to more oxygen). I realize that this is a lot of time and money. ***** should realize I have waited a long time and spent a lot of money, but I still don’t have a dry basement. I want a detailed report of what will be done to rectify the mistakes that were made, a date when this can be completed, or my money back. As I have stated, there are numerous issues that Ridgeback refuses to acknowledge, everything is still under warranty, my basement has had water on and off since May 2023, living conditions are getting worse (mold, property damage, smell), Ridgeback has done next to nothing to help and expects hundreds of dollars to clean the system although the first time they cleaned the system I continue to have problems.

   

  Issues I have with the offers Ridgeback has provided:

   

  Option A: Full refund of Watergaurd - $8208 plus hst. - Based on your findings you claim the perimeter system is NOT getting water to pump cavity due to clogging of WG from excessive Iron. You have agreed all 3 pumps work fine. 

   

  The issue with option “A” is the wrong waterguard was installed. As stated above, Ridgeback has a waterguard specifically designed for iron orchre. ***** refuses to formally acknowledge this in writing; however, that is why she offered the refund. My main concern is if I accept her offer of $8202, it doesn’t come close the $26,000 I’ve invested. This would mean I still have a basement that floods, and I’m out approximately $18,000. This would be ideal for Ridgeback because they already have my money and after their proposed refund, my guarantee would be void ( They haven’t been honoring their guarantee to date )  
  
  Option B: At Ridgeback’s Expense:
  1) Install a second smart sump on adjacent wall (production to determine with **** exact location) and discharge directly out. Area to which MUST kept clean and clear of any trees, and / debris. (FREE)
  2) Install Access ports installed at our expense. (FREE)
  3) Install “Y” connectors in internal discharge line – I listed this as - *** to install "Y" to gain access to internal discharge line for proper clean out – he offered to do this at the service. its ok if he doesn’t want to do that now, we can. We can do it for (FREE) 
  
  

  The issue with option “B” is installing another pump will only be another expense and it will not solve my issue. I have explained to Ridgeback (and they tested) all my pumps are fully functional. The fact of the matter is, if I require another pump, then there is a problem with the initial install, which ridgeback refuses to accept. With of all the emails ***** has provided, little to nothing has been helpful.  ***** already booked a time to install access ports when they cleaned the system in July (it was not accomplished). The basement still floods, the cleaning was not completed and I was told it was my father’s responsibility to install “Y” connectors because he offered to help fix their mistake. That is not my father’s responsibility to modify the “expert” system. Again, it’s great that Ridgeback responds to my emails, but as for evaluating the system as a whole and rectifying problems Ridgeback has created, it’s been unprofessional. The advice and explanations provided are by ***** are contradictory at best. 

   

  Unfortunately, I am stuck between a rock and a hard place. When the initial implementation of the system commenced, I expressed great concern about starting renovations and selling my house in the future. I was reassured by a ridgeback representative that my basement would be completely dry and the guarantee is lifetime and transferable. The value of my house has decreased since I began to have water ingress, the ability to renovate is unrealistic due to water damage. How can I transfer a lifetime warranty to a new home owner if the warranty is useless after 17 months? I fully antici***e the owner of Ridgeback to ignore the questions above I have proposed and continue to drag this out. The most important questions are, was the right system for the situation implemented from the start? (Hindsight would dictate no), did Ridgeback’s actions prevent a catastrophic failure of their system (again no), what is Ridgeback going to do to fix their mistakes? In 4 months, they’ve allowed the situation to become worse. The main reason I believe ***** does not want to help rectify the mistake is because they are very expensive mistakes to fix. To install the proper waterguard (designed for iron orche, which she knows exists) would mean the removal of the wrong waterguard and the installation of a new one. It would mean moving the pumps and fixing the hole they created. The alternative is blame the customer and make them pay more. I believe I have provided more than enough evidence to warrant Ridgeback to either fully refund me or fix their mistake and provide me with a dry basement. If they are unable to provide a dry basement, maybe they shouldn’t make false guarantees in the future.

  
  

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 28th - Day of install. They needed more time and finished on November 5th. Amount on the contract(which covered the complete job and agreed upon terms which were not followed - $6734.24. Company agreed to install a triple safe sump pump system. I was sold on all the features, although it is expensive their design specialist seem very knowledgeable but the work did not match what I was sold on. The sump basin is to be level with the existing concrete. It is not only above the floor by 1 inch it is crooked as you can see in the photos. They sold me on every feature including a top drain. The discharge line route was mapped out by the design specialist and is in the contract as you can see. I even contact ridgeback basements to express my concern about how deep they go as we have a septic system in that area. Their installers did not follow the diagram, nor did that ask for approval for a change. Currently the discharge line is directly over my septic tank. I did not want them to come back but I agreed on the 14th of November, of which I had to change my entire schedule. Only to get an email from ***** that morning saying their install guy was sick. I hired a company not one person. The installer who installed this knew it wasn't done right and it was nothing more than a rushed job to get home. This is their contract , its not my preference. They didn't follow what they sold me on nor contract all of which is easily proven. Needless to say they didn't show up that day and I got tired of their games and fired them. I asked for a updated bill several times for the things installed. (3pumps and plumbing. The sump basin can be damaged when its dug back up and reset so I will not be paying for that) I will also not be paying for labour as none of it was done according to contract, website, agreed upon terms and manufacture specifications. 1 unanswered letter and 3 emails. Since December. I can elaborate and add much more and provide more proof.

  

  Business Response

  Date: 08/02/2023

  Hi there, my name is *****. We have tried to schedule a re-visit for this customer numerous times and he REFUSES to allow us on his property ( email is attached). We are extremely confused how we are expected to correct this 1/2" discrepancy when he will not allow us to enter his home. He has tried 4 times to have **** refund him (his deposit ONLY - as he refuses to pay the balance) and ALL 4 times we have won our case. **** has CLOSED the case, and enabled him to contact them regarding this issue in the future. When I have tried to speak with him, he hangs up on me.  How do i proceed? My lawyer has taken action and he is in small claims. 

  Mr. ********* agreed to purchase a ********** Pumping system and we installed that with zero issues on Oct 28th. His partner, **** was extremley happy with install and quided through the bury discharge line process ( as they has sewer line NOT marked) so she instructed us where to bury line. Installation was great, and the system is fully functioning with no issues.  

  Customer Answer

  Date: 10/02/2023

   I am rejecting this response because:
  
  Hello,
  
  ******* response is not is valid and holds absolutely no merit. I have been more than reasonable requesting an updated bill for the items installed as you will read below. Labour was not done according to contract, specifications provided by Ridgeback Basements, manufacture specifications or agreed upon terms. Labour will not be paid as I will have to pay another company to completely redo their work.
  
  I will address ***** ******* claims one by one. ******* quotes from her BBB response will be larger and underlined to avoid confusion with previous quotes from her and her companies contract/information.
  
  What I have currently installed in my home is not what the contract lays out or what this company sold me on or manufacture specifications. I am very confused and frustrated with the stance Ridgeback Basements have taken on this issue.
  
  -“We have tried to schedule a re-visit for this customer numerous times and he REFUSES to allow us on his property ( email is attached).”
  
  I sent several emails to ridgeback basements after the installation of the sump pump. I barely got a response , and the responses I received showed they didn’t even read my emails. I gave them days I was available for them to come back and fix their mess, the 15th-17th of November(reference email sent on 09-Nov-2022). ***** came back in the afternoon of November 10th and said they could only do the 14th of November and If I couldn’t make that day work it wouldn’t be until after January when they could get there. This did not work for me, I have limited time off and we had a family trip booked to go down to see my mother in Cape Breton. With that being said, I wanted this fixed so we decided to end our trip early and rush back Sunday night to be home for Ridgeback Basements Monday the 14th of November. Monday morning came around and at 8:53 AM I received and email, not even a phone call, from ***** stating “Good morning *****. Unfortunately ****** has called in sick today of all days. I am so sorry for any inconvenience this may cause.” We will get back to you with a repair date.” This was unacceptable considering I was being accommodating to this company and changed my scheduled to make it work. This was the final straw for me after the excuses ***** sent along with the lack of acknowledgment of the problems. At that time I emailed ***** and said they are no longer welcome on my property and I would pay for the items installed but not the labour as none of it is done according to their contract, information provided, and manufacture specifications. I met all my contract obligations. ***** did call me after I sent that email stating I do not want them back. Clearly I was not happy, I had a right to be not happy and yes I did hang up on her, but that was the ONE time I hung up on anyone from Ridgeback Basements. Please check your records, this will be mentioned again as I address everything ***** ******* stated. The only NUMEROUS thing was the amount of emails I’ve sent to *****/Ridgeback Basements that were never addressed or not even responded to.
  Ridgeback Basements systems services Nova Scotia, PEI, and New Brunswick and one install technician being sick shuts them down for this entire province? This was not a favour from them coming back to my home on the 14th of November, Ridgeback Basements should have adjusted their scheduled around and found someone just as I was expected to adjust mine. No where in their contract says I need to let them come fix their mess when they don’t follow their own contract. They easily could have sent another technician that day or even ***** could have showed good faith and came down herself.
  
  
  -“We are extremely confused how we are expected to correct this 1/2" discrepancy when he will not allow us to enter his home.”
  
  Sump basin is one inch high on one side and it is crooked. Extremely sloppy cement work to add as well, as seen in photos. The install team knew this, they tried to cover it up making the side you see when you walk into the room a little smoother but still not level. The sump basin was installed on a Friday and this is nothing more than a rushed Friday afternoon job. My wife **** was not showed this nor would she go inspect your the work if your technicians told her it was good. That shows a lack of respect your install technicians have toward women because when I mentioned what was wrong ***** told me it was “unacceptable”(reference email on 09-Nov-2022 at 3:23pm). When I bring up your workmenship it is unacceptable, but its ok if its only my wife home and a “great” installation as you say *****. That shows what kind of respect your company has for women. I have 2 boys and I will not be raising them to treat people the way Ridgeback Basements has treated me and my family.
  
  
  -“He has tried 4 times to have **** refund him (his deposit ONLY - as he refuses to pay the balance) and ALL 4 times we have won our case. **** has CLOSED the case, and enabled him to contact them regarding this issue in the future.”
  
  I submitted this claim because Ridgeback Basements were not taking me seriously and just giving me weak excuses. I wanted to ensure either the job was done or I would have my money and we would renegotiate a new payment as they did not follow their contract, information provided or manufacture specifications.
  Dispute ID# CD22116189 - Submitted to **** DISPUTES on 10-November-2022 at 12:31pm. This was submitted prior to ***** ******* contacting me about coming back to fix their mess on the 14th, you can see this above. As it was the weekend and a holiday , November 11th, I didn’t have time to reverse it so I figured I would wait until Monday. Which they did not show up so I did not reverse.
  This dispute was submitted ONCE and is STILL OPEN, nothing was won by Ridgeback Basements nor myself. I just called **** Disputes today 09-Jan-2023. I read the rep from **** ******* statement and they as well as me have no idea where she got her claim of 4 times. For the record, I’ve had my deposit back since 11-Nov-2022 but as I said this dispute is still open. BBB please contact **** and ask them yourself with this dispute number, ***** check your records and contact **** I think you have this case mistaken with one of your many other unhappy customers because what your referring to is not this **** Dispute case. Dispute ID# CD22116189. The onus is on the company to disprove claims of the cardholder. I’ve done my homework. *Condition 13.3 Not as Described or Defective Merchandise/Services*
  
  
  -“When I have tried to speak with him, he hangs up on me.  How do i proceed? My lawyer has taken action and he is in small claims.”
  
  I hung up on ***** ONCE on November 14th 2022, please check your records. I have not hung up on anyone else from Ridgeback Basements. Under the circumstances I am allowed to be unhappy with the service provided from this “specialist” company. ***** can proceed by updating the invoice to with the list of the pumps, pumping and other items installed except the sump basin as that can be damaged when its dug up by another company. I will not be paying for labour not done according to their contract and their specifications provided by Ridgeback Basements systems.
  ***** informed me by email on 19-Dec-2021 at 11:59am that she would be forwarding this issue to her lawyer and collections. I have not heard from a lawyer. I have not heard from collections. I have not heard from small claims.
  Also, in that email you stated invoice remains unpaid. Well on your invoice, as I pointed out many times, it states “Payment in full is due the day of service/job completion.” Job is not complete and your emails are in agreement with that.
  
  
  -“Mr. Fitgerald agreed to purchase a ********** Pumping system and we installed that with zero issues on Oct 28th”
  

  I Agreed to the terms laid out in the contract.
  

  
  

  Well to start, the final install date was 05-Nov-2022. As your technicians had to come back to finish burying the discharge line which they did not follow the contract for.

  
  Below I will list the “zero issues”, and I will add email quotes and quotes from the contract and manufactures for each.
  
  1.) Sump basin is crooked and 1 inch high on one side. Cement work is also extremely sloppy. The design specialist from Ridgeback Basement systems sold me on every feature of the ********** sump pump system INCLUDING the top drain. He described thoroughly and completely, while sitting at my kitchen table, on how if water were to come in from another area or if a pipe bursts somewhere in my basement that I would have little worry as this top drain would collect the water and discharge it outside. Last time I checked water does not flow up hill, my basement will have to have roughly an inch of water throughout before it starts going down that drain. Again, I was sold on every feature and this work is unacceptable for a system that costs almost $7000.
  
  -Quote from ******* - “You need to make sure the top edge of the sump pump sits flush with the floor”. ******* is the pump manufacture Ridgeback Basements uses and this is a quote from their website in their description     on how the sump needs to be for their pumps to work properly. I even went ahead and called ******* and confirmed that my current sump is unacceptable.
  
  -Quote from Basement Systems - “The sump liner’s airtight lid contains a one-way basement floor drain, in case standing water needs to drain into the sump liner.” Ridgeback is a dealer of Basement systems this is a quote from the Basement systems website. I also called basement system directly and confirmed that a sump above the floor that is crooked is not acceptable.
  
  Now let’s address ***** ******* excuse on why this happened.
  
  -This is a quote from ***** ******* email on 09-Nov-2022-“Lid Level – With your installation, the earth below your concrete floor, is bedrock. This is unforeseeable during a inspection, but lucky enough it was down far enough before we hit it. We are out just over a 1” from the top of the floor.”
  
  Let’s talk about this above statement. Firstly I will quote sentences from your contract.
  “However, there may be unforeseen items that arise as a result of work being done that we must address. In the event that this were to happen, we will make you aware of the issue(s) and discuss with you prior to proceeding with additional work.”
  “Encountering bedrock during excavation and any delays created by the discovery of such or removal of such is extra to this quotation.”
  No mention of bedrock at all or even afterwards from anyone from Ridgeback Basements to myself or my wife ****. It’s strange the install guys had no idea about it but suddenly the office of Ridgeback Basements says there was bedrock after I send an email list of the issues. Of course we would have wanted the extra work completed so the sump pump system would be installed properly but we were never given the option. Not only did ***** state there was bedrock she emphasized it by saying lucky enough it was down far enough before we hit it. Now when sitting and making excuses maybe ***** should have asked her installation techs about this. I am certain there is no bedrock there as we have another sump right next to this one that is for sewage water and that sump is twice as deep and is less than a foot away.
  With the above being said when we hire another company to come and dig up the sump pump that Ridgeback Basements installed I will be filming and photographing everything and when there is no bedrock to be found, that is fraud. Fraud - Wrongful deception intended to result in financial or personal gain.
  “You are authorized to do the work as specified in the contract”
  I did not authorize Ridgeback basement systems to install a crooked and 1 inch high above the floor sump pump system.
  

  
  

  2.) Discharge line is not routed as per contract.

  Please have a look at how the Design Specialist     routed the discharge line the contract. I mentioned the issues of my septic/septic lines to ****** the design specialist on the day he came to design the system for my home. The current placement of that line does not match what he clearly illustrated in the contract. I even expressed my concern to ***** ******* prior to the install and drew a diagram of roughly where our septic tanks are. These emails were on 26th-27th October 2022. I went above and beyond to make sure Ridgeback basements were set up for a successful install.
  “You are authorized to do the work as specified in the Contract.”
  I did not authorize to have Ridgeback Basements route the discharge line over my septic tank and a different orientation as per their own design specialist laid out in the signed contract.
  

  
  

  3.) Ridgeback Basements made an absolute mess of my fully finished basement. Their install team made no effort to mitigate dust. There was even a door to the small room the sump pump is in and they couldn’t even be bothered to close the door to keep the dust down. This wasn’t something I thought I would have to tell to a basement specialist company, I assumed they would have plastic and fans put up during the install to suck out the dust. My basement was left coated in dust floor, walls, furniture and tv. My kids and wife were home left to breath in this dangerous dust, we were never warned of how they actually carry out their job. Extremely unprofessional and a total lack of respect for homeowners and their belongings. My wife **** scrubbed out basement entirely three times and I did it twice to get the dust out and I would say I could still find dust in some spots if I look close enough.
  

  
  

   “Our sump pump installation crew takes extra care to leave your basement clean, neat, and clear of debris for you at the end of the installation. “
  “Dust is cleaned from the basement floor and the discharge line outside is inspected to be sure water is being discharged to an appropriate location.”
  “We remove all debris we create, and most times customers comment their basement is cleaner than before we started!”
  The above 3 quotes from Ridgeback Basements website. What happened when they did their installation at my house?
  
  -“His partner, **** was extremley happy with install and quided through the bury discharge line process ( as they has sewer line NOT marked) so she instructed us where to bury line.”
  
  My wife **** is on the same page as I am, extremely displeased with the service and install as well as cooperation we have received through this complaint process. **** gave no information, besides what was on the emails I sent to ***** on the 26th-27th for routing there discharge line. Any changes to the route of the discharge line by the install technicians should have went through ******, the designed specialist and approved by myself, the home owner that signed the contract. Neither were done.
  **** did not instruct Ridgeback Basements where to bury the line. The location of sewer lines were not marked, as this was something that was not in our contract nor required ****** the design specialist. Again this was mentioned to ****** and he said it was no issue. If Ridgeback Basements couldn’t complete the job as per contract they should have stopped immediately. This is a near $7000 dollar sump pump system and they have not treated this install like that at all. Please reference contract for routing of discharge line.
  “Any alteration from the above specifications and corresponding price adjustment (if necessary) will be made only at the Customer’s request or approval.” - Can ***** or Ridgeback Basements show me proof of this request/approval for the changes? No because it doesn’t exist and myself nor my wife **** gave it.
  
  
  -“Installation was great, and the system is fully functioning with no issues.”
  
  Ridgeback Basement install team was confused and were delayed hours according to my wife **** when they arrived on 28-Oct-2022. Do they not have contact to the designer of the system, ******(design specialist)? That’s not mine nor ****s problem, we met our obligations in the contract.
  As you can see by the pictures there’s plenty of issues. Why does my sump pump not match what Ridgeback Basement sold me on? It does not match the booklet I was sent prior to install and it does not match the many photos or videos ****** the Design Specialist showed me. A picture is worth 1000 words.
  
  
  In addition to my claim;
  
  ***** says she made Numerous attempts to contact me to fix this. Well as you read above that is the furthest from the truth but I can provide how many times I’ve contacted ridgeback basements since December 2022 with no response. See below;
  
  Registered letter received by Ridgeback Basement systems on 21-Dec-2022. (I have a signed digital signature for proof of acceptance) - No response
  Email 21-Dec-2022 - No response
  Email 06-Jan-2022 - No response
  Email 11-Jan-2022 - No response.
  The only response I actually got from Ridgeback Basement systems is when I put in a complaint to BBB on 09-Feb-2023.
  
  I had a certified home inspector, a certified plumber and a certified general contractor review this work in person and they all agree with my claims.
  
  
  Now in closing as stated I will pay for whatever is done according to your contract. Currently no Labour was done according to Ridgeback Basements contract or specifications provided by them. Please send an itemized bill for the pumps, plumbing and anything else installed.(basin will not be paid for as it can be damaged) Labour will not be paid.
  
  This is being sent to **** under dispute ID# **********, as the case is still open and I still have the refund. This is the ONLY(1) dispute associated with this claim.
  
  
  
  ***** ********** ************* *** ********* **** ******* ** *******
  

  

  Business Response

  Date: 10/02/2023

  Once again we are sorry you are unhappy with the service we provided. We strive to ensure that customers are happy with the solutions provided.  Let me be clear we want to come and fix the identified problems to your satisfaction.  However, you refuse to allow this to occur and we respect that decision.
  
  Again, I am a little perplexed and if you will allow with me the opportunity I will tell you why. I’ve taken over this company three years ago and I vowed to provide quality service.  I’ve been a victim of companies who will not honor work (and/or warranties) that they were supposed to in accordance with a contract.   Simply put, I’ve been in your position where I have been unhappy with a service, and got no satisfaction.  We on the other hand are trying to make this right and provide you a level of satisfaction and you won’t allow us to.  I struggle with this course of action, the emails, and the tone. 
  
  
  I will say as a women in this business the crew I have does not treat me any different.  From a previous job I’ve had to deal with irate customers who’ve shown a lack for respect for me as a woman.  If one of our guys was aggressive, loud mouth, and confrontational I would take action.  For what it is worth **** was absolute pleasure to talk to on the phone and deal with one on one during the entire install.
  
  We installed the ********** as we agreed. YOU refuse to let us fix it (we have accepted that and respect your wishes) - We will continue with small claims, and collection agency at this point. 

  Customer Answer

  Date: 10/02/2023

   I am rejecting this response because:
  
  
  ***** you said this exact same thing on 19-Dec-2022.I have the email.
  

  Please read my last response and address each point.