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:02/11/2025

  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.

  Owner agreed to replace new crank window installed in my new foundation wall with a more easy open window and no crank which is hard for me to use. An egress window needs to open easily *** this one takes some muscle. I have not yet heard and no one has returned my call. I was called difficult to work woth and his workers were told to ignore me and do only what their boss told them while in my house. I have never felt so disrespected in my own home. The window should not have passed inspection as it has not yet been replaced. But the city closed the inspection. Then it rained in ****. The wall at the corner and the wall where old joins new leak. The nice carpet also got soaked in the middle of the new wall where the lowest level of bricks was not replaced.I paid for a whole new wall section. But at the corner only every other block was replaced. The dirt was not dug out at or around he corner so how was the mortar mix put between the corner blocks outside? It was not. There is no way if the dirt was never moved to add mortar there between the corner blocks. The corner needs to not leak. The bottom needs to not leak the other end of the wall and a few random splotchy spots of blocks and mortar across the entirety of this new wall section all leak water through It was supposedly sealed outside to waterproof the new wall outside but it is not done. I am requesting the company take my concerns seriously rather than avoiding me and let's get this issue resolved I paid 2750 down. I owe a total of over 10 thousand for the section of wall. The egress window was added to use the 7 plus foot basement room as living space. I cannot use it as loving space if it leaks worse or as bad as it did before the section of wall failed. I cannot put drywall r insulation over a wall that has rain water. Either a refund and cancel the contract to hire someone else or let's get it fixed. Currently it will cause mold. All I ask is to keep in touch and not ignore me.

  

  Business Response

  Date: 03/03/2025

  Dear Better Business Bureau Representative,
  At ACE Waterproofing & Basement Solutions, we take pride in delivering high-quality workmanship and maintaining transparency with our customers. We appreciate the opportunity to respond to ******** ********* concerns regarding our work at her property.
  Project Background & Completion
  ACE Waterproofing & Basement Solutions was contracted to replace a foundation wall and install an egress window at Ms. ********* residence. The work was completed in full compliance with the contract and passed city inspection.
  Key Points of Clarification:
  Egress Window Concern: The window we installed initially was fully functional and met all code and safety requirements. Ms. ******** later requested a different style of window, which was not included in the original contract and comes at a higher cost. Given that the remaining balance of the project was already waived, replacing this window at our expense was not a reasonable option.
  Water Leakage Concern: Ms. ******** declined waterproofing services when presented with the option. When building the new wall, we applied damp proofing as required by code, which was included in the contract and successfully completed. The property does not have a drainage system or sump basin, meaning there is no way to remove accumulated water since she declined the waterproofing system.
  Final Resolution: Ms. ******** made a down payment of $2,772, and the remainder of the amount paid$6,600came from a state grant. Although a significant balance remained (over $4,400), we waived the remaining balance to bring the matter to a close.
  Customer Conduct & Worksite Challenges: Throughout the project, our employees encountered significant difficulties in maintaining a productive working environment. Ms. ******** was repeatedly rude to staff, making communication and job completion challenging. Despite our best efforts to resolve concerns professionally, we were ultimately forced to walk away from the project after completing all contractual work.
  Conclusion
  ACE Waterproofing & Basement Solutions fulfilled all contractual obligations, adhered to code requirements, and went beyond expectations by waiving a substantial portion of the project cost. Given these facts, we consider this matter fully resolved and will not be taking further action.
  We appreciate the opportunity to clarify our position and remain committed to providing high-quality services to our customers.

  P.S. Today was the first time we received notification of this complaint. We appreciate any follow up to ensure our notifications are set up properly and we do not miss alerts in the future. 

  
  Sincerely,
  **** *****
  Owner, ACE Waterproofing & Basement Solutions
  ************

  Customer Answer

  Date: 03/04/2025

  Complaint: 22923413
  
  I am rejecting this response because: they did add a waterproofing foam to the outside of the new wall. The entire wall has spots that leak through and some that do not leak moisture through. This means they would have waterproofed only specific blocks and mortar between specific blocks and also means they did waterproof. I do not know who in their right mind would consider anything called damp proofing for a space intended to be used for habitable living space hence the egress window needed for habitable living space also. please see the video of the window NOT working correctly as shown. Also, I have numerous photos of the wall leaking water mainly where they connected into old blocks at the corner of the wall and at the other end of the wall where they stopped the project .
  
  Where they did not go up high enough with the waterproofing foam on the exterior of the wall, is also where more damp moisture comes through, if damp proofing means no damp moisture should come through a new wall built to keep water out, then this too was done improperly. I at no point refused waterproofing as the entire point of building a brand new wall was to keep dirt and water out to rebuild insulation, electrical wires, and drywall with paint over the new wall which cannot be done if there is water behind it.
  
  Also I have numerous text messages saying they had ordered the window with the first window shown in text photos and dates and a verbal agreement that a new more viable window more easily used for fire escape and one that actuaLLY  closes and seals easily and not 3 years old, was made and understood. At no point did any single message say that a new window would cost too much and at NO point did anyone say a new window will cost more, nor was I ever offered an option of paying more for a different window.
  
  There was at no point even an option to choose a window nor was anything discussed at what type of window would be installed. I had believed that it would be a normal house window like the rest of my windows and believed it would be ordered and brand new with a receipt and warranty, not a 3 year old window where the crank handle hits the wood frame and isn't squared. With my debilitating wrist injuries of carpal tunnel, i also am unable to work a crank handle window easily at all, even if it had been installed properly, which it was not and the owner said in front of the city inspector, "anything to make you happy, we have the window on order and it will be in and replaced soon".

  if he honestly did not mean it, then i also feel i was ridiculed and treated poorly by being lied to in front of the inspector as if mocked and laughed at. IF they actually did mean to replace the window, I have not yet seen anything arrive or be scheduled. 

  The city code inspector first said that he was not closing the inspection until the window was replaced. This call is also on recording as well as  saying that he inspected the outside of the wall via photos sent by ace to him, but ace says no they never sent photos. Soon after, the inspection was closed and said it was all fine. However, the window still does not close at the top. I have had two more companies come out to inspect to ensure I am not overreacting. two more companies in the local and in the surrounding quad cities area have come to my home and checked to give bids. They both confirmed the window doesn't close at the top properly nor is it square, they said. Both have also said the wall should not have moisture coming through unless the foam waterproofing sealant was incorrectly applied nor applied high enough prior to backfilling the wall. One company said just by looking that the job was not finished.
  
  The wall has moisture coming through in numerous spots. Despite advertising on television of guaranteed work or your money back, this company has also refused a refund so I can hire a new company to correct the unfinished work ace left me with. They also still have the new window of which they even called me also on recording, to ask which window and if a specific one was acceptable and I said yes and they said they would order it and it would be in soon.
  
  I spoke with an Iowa concern hotline who says by not replacing the window they verbally and written agreed legally  to replace that this company breached their contract according to Iowa laws.
  
  By not finishing the wall and window properly, to be in new working order, this company has failed a woman veteran senior customer who paid almost ten thousand dollars from her limited lifetime benefits of which can be specifically used for specific expenses including home repair..
  
  I do hope that they will realize the window does not close properly, the window was supposed to have been replaced, the window was ordered, the window came in broken that they had planned to bring to replace as shown to me by one worker who showed the photo to his boss. they did not bring the window once they had it reordered nor did they replace it yet.
  
  they have not honored their work to ensure the wall does not leak. a new wall should not leak had the job been done properly.
  
  The ads show their company as honoring their work as fully guaranteed. This leads the public to trust and believe they do good work.
  
   
  
  the wall leaks, the window does not close, the window was not replaced as verbally agreed and in writing to, the company has not honored their contract.

   

  
  i have attached just a few examples.i have not included all the attachments
   
  
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau Representative,

  
  Please see my responses below, I have tried to keep my responses in the same order as the customer's concerns. I have also numbered my attachments. I didn't realize I was only allowed 5 attachments so MA4, MA7, MA1246 and MA1359 are not attached, however they are important and I would be happy to share another way. Thank you.

  
  Code on a new wall build is damp proofing which we completed with foam. We sprayed a solid sheet of foam along the new wall, just below grade, which is standard procedure, and about 58 inches from the window well on the one side, even though the rebuild only went about 48 inches past the window well, and up to the corner of the house on the other side. We did not round the corner and continue the foam on the far wall as we would have had to excavate an additional several feet resulting in an additional charge of a couple of thousand dollars. See pictures MA1 and MA4.
  The water she is referring to may be finding the path of least resistance along the dirt behind the areas of the wall we did not rebuild or spray and finding its way in as it did on the existing wall.
  
  We offered the customer a ********************** system and sump pump initially on 10/31/24 to ensure that even if water did find its way in through the heavily damaged, non-replaced portions of the wall (see MA5 and MA7), she would not have to worry about any water making its way into her basement. Please see MA1246, page 3, referred to as MaxxFlow Channel and Titan Basic SPS. The customer declined that service and instead accepted estimate MA 1359 sent 12/2/2024 including only the wall rebuild and egress window.
  
  We initially told the customer that we would consider installing a different style window after she complained that the original window (that was brand new out of the package and fully functional) "looked like something out of a trap house camper." It was after we told the customer that we could look into a more aesthetically pleasing non crank window that she expressed her inability to pay for the window that was already installed. The window that was installed was an industry standard egress window, properly installed, and is fully functional. See pictures MA2 and MA3. You can see in those pictures as well as in picture MA6 that the window can open, close, and does have a tight seal when closed and locked. In the customer uploaded video, it appears as though the window may have been forced open while still locked resulting in a bent frame and large gaps at the top and bottom. That is not how ACE left the window. 

  
  She did not communicate her medical issues or concern with opening or climbing out of the egress window prior to installation. This window is specifically designed and intended for emergency use, not to be opened and closed or climbed through daily. 

  
  Our project manager has been onsite to show her how to open and close the window 4 times, our sales manager has been there once (post install), the owner of the company has been there once, and the inspector made sure the window opened, closed and sealed when he was there. Please note that the window must be cranked all the way closed and then locked to fully suction into place. 

  
  I think it is important for the BBB to share a conversation with the City of ********* Inspectors to clarify the completion and validity of our work. We have had several conversations with them, prompted by the customer harassing them, to ensure that we have done everything correctly and within our power. Email *************************** or phone ************
  You can find the completed permit at >>>  ************************************************************************
  Please note- We were told a permit cannot be placed on a hold, it must be passed or failed. The inspector wanted to see the new window after installed before completing and passing the permit. Once we communicated that we would not be replacing the window after conversations with the customer, the inspection on the initial window was passed.
  
  Please note, we visited the customers house numerous times, when she would allow us in, to resolve many of her cosmetic complaints and make sure that everything was up to code, correct, and functional. During many of those visits, the customer was berating and disrespectful to our employees, yelled at them, cursed at them, and at one point she made our employee leave the jobsite early in the day without allowing him to collect his tools. On the final day 2 of our employees were onsite to do finishing touches and collect our tools and materials, she refused to let them in and made them stand outside until our project manager arrived and told her when we would install a new window. It wasnt until he told her we were working on a plan that she let the staff collect their belongings.
  
  At ACE, we take pride in providing quality work and fair solutions for our customers. Our solution with this customer was to waive her balance of $4,400 after already providing a discount of $1,540 prior to starting our project. We also provided the customer with 20 brand-new cinder blocks for FREE for personal use after she was upset that we discarded the old blocks we tore out during clean up. 
  
  Thank you for your time and consideration.