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:07/23/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/23/2025

  The refund process for Mrs. ***** project has been completed on our end. The Refund Form was received on July 10, 2025. On July 18, 2025, EnerBank (************) was contacted and informed that the project had been canceled. Following that, the project deposit of $4,963.77 was retrieved from Woods Basement Systems by ******** on July 21, 2025.
  At this point, the funds are in the possession of the bank, and any further delay is part of their internal processing time. It may take a few additional business days for the refund to fully post back to the customers account. We appreciate the patience and understanding during this process.

• Initial Complaint

  Date:06/16/2025

  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.

  We have been with them for over 20 years, and after my husband passed they sold me a dehumidifier. They told me every time they have to replace it, they would have to charge me. It was replaced in 2000. Recently he told me that the warranty started with the first machine. They are denying me to use my warranty and that the machine is no good. They replaced it 4 times. I would like for them to replace or to fix my dehumidifier.

  

  Business Response

  Date: 07/19/2025

  Hello, we have a set service appointment for this customer July 18th so once completed we will update this after that stop to know what to do for them.  Thanks.

• Initial Complaint

  Date:05/02/2025

  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.

  The property I have is under warranty with this company. Ive made multiple attempts to get the foundation issues rectified. *** had prior anchors installed to support the house foundation. When dealing with certain individuals, there has been less than a satisfaction. Ive had prior anchors that have come through the dry wall of my already finished basement. More have appeared. The anchors installed have not corrected the issue. I recently had an appointment for today 5/2/25 (Fri.) that was rescheduled from last week. I recently had received an email from their lead service administrator that the appointment would be rescheduled from 12 pm - 4 pm (today) and that I would receive a phone call 30 minutes prior to the appointment. I never received a call from their service manager (**** ******). Tried calling Woods Basement Systems around 5:30 pm for which they had already closed at 5 pm.

  

  Business Response

  Date: 05/09/2025

  As we are working this out with our customer, the latest Permit and revised plans for their Egress Window was sent by Certified mailed April 29, 2025 and should have been received by now, thank you.

  

  Business Response

  Date: 05/12/2025

  Today is Monday May 12, 2025, and the Service manager that is being requested to re-visit our customer is back from Vacation and we are setting up his appointment to go to this home as soon as it can be coordinated, thanks.

• Initial Complaint

  Date:04/24/2025

  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.

  We would like Woods Basement Systems to confirm the original warranty for the work and the repairs are covered by the lifetime and transferable warranty on our home.  If they can provide a positive response we would be willing to accept the resolution to this complaint.

  Thank you.

  

  Business Response

  Date: 05/20/2025

  Yesterday, May 19th was our second stop this month to repair a Beam pocket leak. I am following up with our crew to make sure the installation went as planned and will respond once more to this soon. Thank you.

  

  Business Response

  Date: 05/21/2025

  Just confirming that our workers did install a solution for the issue for our Customer Monday May 19, 2025 and this is completed, thank you.

   

   

  Customer Answer

  Date: 06/12/2025

  I would like my question answer if the work that has been done is cover as a lifetime warranty and is transferable to new owners. Please advise. 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Company contacted me and has set up an initial set of dates to attempt corrective measures. I wish to leave this complaint open until they show and work is completed in a satisfactory manner. Until that happens this case needs to remain open to ensure the company completes work as contracted.ial work in December *************************************************** accordance with advertised warranty requirements. However, there has been no evidence that Woods Basement Systems have made efforts to reschedule since their no-show. I have spoken with administrative assistants and have only been forwarded to manager voicemails without response. As of 31 January 2025, I have most recently attempted contact with two Woods Basement Managers (******* and *****) with no *********** this point I would expect a full refund of 3 of the 4 phases of this job that were not completed according to contract and efforts to repair have been insufficient. Furthermore, it is highly unprofessional that a ******* representing a company attempt to coerce a customer into accepting unsatisfactory work after this Woods Basement Systems employee admitted to doing the job incorrectly. Additionally, it reflects poorly on the company overall to not honor their contracts or warranty agreements.

  

  Business Response

  Date: 02/24/2025

  Hello, this concrete work is weather driven, and our Production Manager spoke with our customer and together we have set up a time later in March when the weather is warmer to properly address this request for last year's concrete work.  More to follow soon.  Thank you.

  Customer Answer

  Date: 03/20/2025

  Woods Basement personnel returned today (20 March 2025) to attempt to repair and finish original contract.  However, on-scene ******* stated that he was concerned that if he attempted to correctly apply sealant to driveway it could make the damage caused by previous ****** application worse.  Customer told ******* to contact manager (*****) to come to jobsite to discuss with customer.  When manager arrived, he also stated that to attempt to correct and seal the driveway could result in further damage since ****** first attempt to seal the driveway.  Manager (*****) then stated he wanted to stop work on the project.  Manager also stated that the Sealant Pro application is not designed to prevent pitting or flaking.  However, this statement is a direct contradiction to what Woods Basement salesman **** ******* stated in November 2024 when original contract was signed, and what is stated in brochure provided by Woods Basement Systems which states "Advantages of SealantPro - ...That barrier repels moisture, preventing pitting, flaking and spalling and extending your concrete's lifespan." (pg38)   Manager said that customer should expect further dialogue from managing director (**** *****?).  At this time, Woods Basement Systems has not contacted customer to determine an appropriate way forward.  As of 20 March 2025, contract item #4 Seal Surfaces with SealantPro remains incomplete and un-corrected; contract item #2 Seal Joints remains incomplete.

  

  Business Response

  Date: 03/20/2025

  Sorry for this problem.  I will get with those people here at Woods and respond Friday March 21, 2025, tomorrow. 

  Customer Answer

  Date: 03/20/2025

  Contacted by Managing Director **** *****.  Pending resolution as onsite manager (*****) and ******* (Timo) admitted there is nothing they can do to correct the situation without making the situation worse and causing more damage to customer property.

  Customer Answer

  Date: 03/20/2025

  In telephone conversation with Managing Director **** *****, he stated that due to incorrect application of treatment and damage done to driveway, customer would not be charged for Sealant Pro amount, or the portion of the joint seal that was never completed.  **** ***** stated that the remaining balance due by customer was $543.35.  Customer demanded an invoice with itemized breakout of contract segments to verify this amount.  Customer later received an invoice with amount due of $1,940.53 which is not the amount Managing Director stated was due with refunds for work not completed in accordance with contract.  Customer contacted Managing Director again to determine status.  

  If Woods Basement Systems do not fulfil warranty in original contract or do not refund money for portions of contract not completed/corrected, I will seek legal action.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  Updated Invoice provided by Woods Basement Systems with corrected amount/refund for incomplete and incorrect portions of contract.
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/01/2025

  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.

  Complaint: 22754791
  
  I have reviewed the business' response and am rejecting it because:
  
  Your salesman and "Warranty" are completely misleading. I was told if any damage occurred due to the work, it would be fixed as part of a STRUCTRAL Warranty. Structural does not mean the structure in this instance. The damage they caused is on me to repair. The ACTUAL waranty is if a power brace fails or the wall keeps coming in. It DOES NOT cover any new damage installers may cause THAT is on you as the homeowner! BEWARE
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/21/2025

  Hello, we were able to get to our customer's home Jan. 17, 2025 to resolve his concerns.  Thank you. 

• Initial Complaint

  Date:12/02/2024

  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.

  Ive hired Woods Basement Systems to complete a waterproofing project at my residence. The proposal was prepared and signed August 27, 2024 with a check given for a 30% deposit. The check was cashed within the next few business days. We were warned that they were busy and likely wouldnt be until November 2024 before the work could be completed. Within a few weeks, they called and scheduled an earlier date of October 22, 2024. However, the sales person warned of a potential concern with the drawing during review with install specialists and an appointment was scheduled for October 2, 2024 for an install specialist to come view my property and confirm details of the project. October 2 came, no call, no show. At the end of the day, I need the work to be completed and I was extremely patient. For the next few weeks, I contacted them and tried to escalate getting an appointment set to review the drawing at my property and confirm the scope of the project because I would have to get electrical installed and remove flooring/trim/dry wall to no avail, so I postponed the project for October 22nd on October *****st pending their consultation. Finally, I got a phone call from ******* Backs and received an apology as well as a rescheduled appointment for November 20. No call no show. Called ******* and rescheduled for November 27th. Again no call, no show. I left a message on his phone saying Im ready to cancel the project and receive a refund of my deposit. I also submitted the same request online through their website to which I received an automated response saying theyd respond as soon as possible. Im submitting my complaint December 2nd. Ive been very fair and very patient throughout the entire process, but Ive never worked with any business that struggles this much with basic communication, follow up, and expectation setting. They should not be accredited by BBB.

  

  Business Response

  Date: 12/17/2024

  Hello, we are sorry we were unable to provide service for this customer.  We have spoken with them resolved this request and will be mailing out their paperwork Dec. 20, 2024.  Thank you for your help in this matter,

• Initial Complaint

  Date:10/17/2024

  Type:Order 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.

  4/15/24 - Woods installed piers on the outside of our garage. First problem was that the salesman bidding the project misled us, assuring that only a few limbs of tree would have to be cut. We chose Woods over another company based on the salesman's assurance of very little disruption to the property. In the end, 2 mature dogwoods were dug up, entire garden dug up, sprinkler lines (2) & electrical line cut. Garden area NOT left "landscape ready". Truck or heavy equipment gouged our pebble driveway. Woods sent someone out to review the damage and said they could fix it. First repair crew power washed it & said that would take care of it. (washing taking care of *****?) After numerous calls, next crew was scheduled and was cancelled because they didn't have the know-how to repair. Finally, next crew (9/20/24) was sent but without the proper information. They had large gravel and thankfully didn't apply it, as they knew it would look dreadful. They said a fine gravel might work and said someone would be calling. (They were surprised that no financial settlement had been offered after all this time - they also removed some of the **** pipe and cement dug up by the ******* crew and left in the destroyed garden.) No one has called. I've called and left messages, have not heard anything. The damage happened 6 months ago. They appear to have no interest in making it right.

  

  Business Response

  Date: 11/05/2024

  Hello, over the past two weeks we have reached out to our customer to re-visit this issue with the marks left on her driveway without having any luck reaching/ connecting to set an appointment,  We will continue to do so and get with them as soon as we hear back for them.

   

  Thanks

• Initial Complaint

  Date:10/02/2024

  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.

  On 8/28/2024 came to my house to repair some cracks in my basement. An employee used a saw to cut pieces of metal on my concrete driveway. The metal dust was left on my driveway and it rained that night. The metal left rust stains on my concrete. I contacted the company as soon as I noticed the stains. They have promised me for weeks that they were coming out to clean up the stains. I had the concrete powerwashed and that did not clean up the stains they left.

  

  Business Response

  Date: 10/28/2024

  We are sorry it took two trips to finish the clean-up for our customer but earlier in the month of OCT 2024 we completed that and sent him photos,  (OUTSIDE CLEAN UP WORK)   for his review of what we did and had not heard he was not happy.   If for any reason we need to return and do more we will.  Thanks.