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Business Profile

Waterproofing Contractors

Connecticut Basement Systems
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We have been dealing with water coming into our finished basement via a window however they decided that the water was coming from the ground instead then replaced our pump and waterproof the base of the walls on that area. then it leaked again because the water was not coming from the grown but the window so they came back to replace the window and fix the issue last year. last night it rained and the water came right thru the new installed window. During this whole process we already spent upwards of 30 thousand dollars between doing things we didn’t really need like installing a new pump sustem and replacing the finished basement carpet etc. now we are back to square one. So they can get a zero start.

    Business Response

    Date: 03/20/2025

    As we spoke moments after you reviewed us, We sent a manager there within 24hrs, came up with a plan that included exterior carpentry work and gutter repairs that were outside of our original work scope.  We understand that the job that was completed to your satisfaction promptly.   You were charged nothing for the work.

    Please reach us directly at ###-###-#### for any future needs.

     

    Thank you.

    Customer Answer

    Date: 03/21/2025



    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.




    Sincerely,



    ***** ******

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid nearly $20,000 for CT Basement Systems to rectify a flooding situation in my lower level. I followed their recommendations for what I was told to be guaranteed work. I have met my obligations by paying for maintenance. The system has failed three times resulting in water entering my lower level. Their support came out and did not solve the problem and told me I would have to pay for opening up the walls to investigate. I was told it was guaranteed work. I scheduled maintenance for this year, took the day off of work and they did not show up. I feel like they do not support their customers after they install their systems.

    Business Response

    Date: 06/20/2024

    Thank for the opportunity to serve you.  My apologies this was not escalated higher, but you will have our commitment to get this right.  I see the notes of the service tech not able to replicate the problem and subsequent carpet removal and flood test.  I will have the Operations and Service Manager make a plan of action to address and hold firm to the time commitment.  We will contact you this afternoon.  We can be reached directly at ###-###-#### as reference.

    Sincerely,

    Ross M*******

    General Manager

  • Initial Complaint

    Date:02/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had a dry basement system installed in February 2018. Since the system was installed I've had an issue each Spring and Summer w/ drain flies in my basement. Because of this issue, CT Basement service will NOT properly service the sump pump claiming I must have sewage seeping into sump pump, hence the drain flies. They requested I have a septic company come & camera my septic system, which I did. The septic company provided them w/ a letter indicating there was no sewage seepage into the sump pump. This was presented to CT Basement service supervisor Jeff who said he did not believe it & wanted a septic co. of his choice to camera the septic. I would not agree w/ this as I just paid for it to be done. CT Basement's idea of yearly service consists of connecting a hose to my well tank & swish water w/ cleaner on the liner & cover of sump pump only. Never removing the sump pump itself, which is supposed to be part of the service. Because of ongoing improper service of the sump pump, the pump failed. It was replaced under warranty on 4/21/21. I finally spoke w/someone December 2021 (not sure of name but think it was someone named Ben) who gave the impression that I was finally being listened to. I explained that prior to having the basement system installed I never had an issue with drain flies. I also advised that I noticed each spring/summer season that where the wall and floor meet they seem to be coming up through there in addition to inside the sump pump area. During a normal cold season (November to April) I generally do not have any issue with them. I need someone to call me as I have more info to explain & not enough room left to say. 8608858417. on 1/31/23 they sent J Rooter Co to camera sump pump system & I was told all they found was stagnant water which was drawing the drain flies. No sewage! Jeff is still insists my septic being cameraed by their company. They seem to be blaming drain fly issue on something other then their improper installation.

    Business Response

    Date: 02/10/2023

    We are pleased to have sent a Service Technician there to clean the systems and will return again on 2/24/23 to seal the floor and wall systems.

Connecticut Basement Systems is BBB Accredited.

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