Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:19/07/2022

  Type:Service or Repair 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.

  The end of April 2022. I had a man come to give me an estimate on how to repair my foundation. He asked me what I wanted .I said a needed a dry crawl space and peace of mind . He proceeded ( after he inspected my whole crawl space) to tell me as well as show me videos on this clean space product and a special sump pump with an alarm designed for crawl spaces ( $10500)..Telling me it’s so dry you can even use it as a place for storage.The job was completed May 24/25 . Two days later I hear the pump alarm going off that means there is water on top of liner, which I was told that wouldn’t happen! I went into the basement and noticed water and several places where it came up through the clean space, places that were not taped / sealed and places where the water come through what seemed to be taped and sealed . I called the company right away and was told I had to send an email with pics and someone would get back to me . I waited the weekend and waited through Monday so I called Tuesday . And was told they got the email and someone would call me .Someone called me finally heard back then they scheduled someone to come back June 8 th . I not only complained about the water I complained and the sump pump fling off every 30 second was told it was fine that never sat well with me . A few days after June 8 th the sump pump actually sunk. I send another email with pics… A few days after that it rained heavy and I checked basement it was filled with water 4( 4 to 6 inches deep )and mud I noticed it was coming from the back corner and pushed their insulation away from wall a bit. I send pics and calledand eventually was told the ownerwas going to come . I called again to ask when he was coming to be told he was not . They needed up being a no show one other time and I called emailed and left a msg .then someone. Came back July 7th to so call “fix “ the issue .In the end I was told this job was under valued and they wanted another $10 000 and another $ 5000 plus for a soakawa

  Business Response

  Date: 04/08/2022

  The issue in question is that the soil around the client's home is very dense and doesn't drain properly because of a high clay content. This is impossible to foresee in advance and when an issue such as this happens, additional work is required to manage the poor soil issues to allow for proper drainage. We sent out a service crew to assess the situation and at that time the client was advised that a "soak away" drainage system would be required. The client is understandably upset about having to spend more money for additional necessary work but the reality is that we have no control over drainage issues and those issues would be impossible to anticipate in advance. To add to the frustration, two members of our team are sick with Covid and a third member is on paternity leave. We have every intention of addressing the concerns when our team members return next week.

  Customer Answer

  Date: 05/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *********

  This actually isn’t even my main complaint… we ourselves dealt with the drainage issues …my complaint is they sold me a product that was suppose to give us a dry basement … water comes into the basement on top of the clean space from a back corner … which should have been addressed with *** when he came to inspect ..they are the experts in this not me it’s why I hired them …I was sold a dry basement .. and told him I wanted peace of mind … this has NOT given me any peace of mind … in fact it’s caused a lot of un needed stress and strain .. in the end I feel I was sold something that did not work … and I would like half the money back ..

  Business Response

  Date: 10/08/2022

  The Systems Design Specialist that originally met with the client has recontacted her and obtained more clarification regarding her current issue that appears to be a different problem than what was originally described to him (which may potentially involve further corrective measures). He has arranged another visit to the client within the next two weeks and will investigate further as to how it can be addressed. The client is satisfied with the current plan and looks forward to the appointment.
  

  Customer Answer

  Date: 15/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *********

  i did agree to have *** come back and SEE if he can resolve the problem ..however this will be the third time someone from the company have come back to “resolve” the issues ..For now I must wait til aug 24 th for his visit .. and time will tell if something agreeable come of that meeting .. 

  ***** ********* 

  Business Response

  Date: 25/08/2022

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

   

  Our representative *** returned to the client's home yesterday and after an exhaustive search discovered the source of the new water / mud. Unfortunately for the client, it is a new issue that is higher than the foundation and is not at all a result of our workmanship. In fact, the project that we completed is spectacular. *** explained to the client how they could fix the new problem affordably and apparently they were very satisfied. I have asked *** to ask the client to transmit that sentiment to the ***. I hope this answers your questions but please feel free to reach out at any time if you have any questions or comments.

  Sincerely,

   

  **** *******

  Customer Answer

  Date: 26/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *********

  I know my house has foundation issues ,that’s why I called the pros with their experience and teamed eyes. **** states this is a new issue but it’s not it’s always been there, but was missed by the pros . As far as a spectacular job, we feel differently. We feel now we are left with a lot of labor ourselves to try and keep the crawlspace dry. Which I paid over $10 000 for the pros to do. Some compensations was discussed with *** and now we are waiting to hear from him.
  

  ***** *********  

  Business Response

  Date: 02/11/2022

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

   

   

  I've read the client's response and I take issue with her claims. When the rep (***) went for the revisit, there were absolutely no issues with the work done and the client seemed happy. The secondary issue was discovered after the fact and was not anything that the client mentioned during the first visit. The secondary issue has absolutely nothing to do with the work that was performed and the client will require additional work to correct that issue and is in fact not even something that we can do. When the client posted her negative review, *** reached out to her and she tried to bully him into paying for the repair stating "if you pay for that repair I will remove the negative review".

   

  This is clearly a case of a customer trying to get something for free, for a problem that has absolutely nothing to do with us or the work that was performed.

  I hope this reply is satisfactory and please don't hesitate to reach out if you have any comments or require any additional information.

  Thanks so much,

   

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

  Customer Answer

  Date: 03/11/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *********

  First of all I resent the fact I am being called a bully !!! I asked for compensation because I spent $10000+! And still have the same water issues in my basement.. . The so called secondary issue was there from the start..It was missed or over looked by the company..This has been an expensive nightmare for us.. I am sure anyone who spent $10000+ to correct or help an issue ..And then quickly realise that the $10 000 + was wasted..On top of that we now have a sump pump that  caused us huge water issues in our yard now ..So the compensation was rejected ..then I was asked to take the review down on the ***..I  asked for a hood  for our window well because I can't find one large enough ..I thought they might have had one that would fit but I  never heard from them again ..THE $10 000 would have been better spend fixing the major issue in the back where the main issue was ..I just wanted to feel I could get something for,in my opinion was a waste of $10 000! 

  ***** *********..