Complaints

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• Initial Complaint

  Date:02/02/2025

  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.

  Contract Details:Date of Contract Signing: October 7, 2025 Service Provided: Drain Tile Installation Installation Date: October 22, 2025 Issue Timeline:On October 28, 2025, I noticed the water seepage issue persisted despite the drain tile installation. I contacted the vendor, and the owner/supervisor, ****** [Last Name if known], visited but refused to acknowledge that the diagnosis was incorrect. He insisted the drain tile was the main issue and suggested unrelated causes like flashing and tucking.Between October 28, 2025, and January 27, 2025, no water seepage occurred, and we cleaned up any prior seepage. On January 27, 2025, after snowmelt and rain, the issue worsened. I reached out again on January 28, 2025, but ****** declined a follow-up visit and offered no support.Impact of the Issue:The water seepage continues to cause significant mental and financial strain. Despite the drain tile installation, the issue remains unresolved. The vendor has refused to reconsider the diagnosis or provide further support, causing substantial distress.I am seeking a full refund for the drain tile installation, as it has not resolved the water seepage issue as promised. The continued issues have led to ongoing emotional strain and physical damage to our home.Additionally, I face potential costs, including hiring a structural engineer and engaging another company to resolve the issue. These costs, combined with the initial payment, show the service was ineffective and has caused unnecessary financial and personal stress.Invoice Issue:The initial contract was all-inclusive for $4,800, including village fees. However, after raising the water issue, I received an additional invoice for $339. Upon contacting the village, I learned the fees were only $330, showing that The Real Seal overcharged me. This raises further concerns about the integrity of the service and transparency in billing.  

  

  Business Response

  Date: 02/04/2025

  Unfortunately, much of what was said in this complaint is false. 

  Nair brought over, from what he told us, at least 3 waterproofing companies to provide a quote for Drain Tile on one side of his basement. As in this complaint, he claimed he knew the issue and only wanted that addressed and declined any further services, investigation, or advice, even though we recommended more work.

  We did install a Drain Tile along one side of his house. During the follow up visit he mentioned I, ******, showed him that the pumps were working and the Drain Tile was moving water. He had insulation board on his wall and we inspected the outside. Outside, see pictures attached, his siding/flashing/tuckpointing had *years* of neglect that he knew about. He had, as you can clearly see from the pictures, tried to fix it himself instead of hiring a siding contractor and ***** to do this work. 

  It is clear to see from the photos that these issues are not minor and unrelated. They are all along the wall and I showed him how they can let water in very easily with a rain or thaw. He had just completely renovated his home, beautifully inside, and did not want to spend any more money. He then insisted that I repair all his siding, tuck pointing, and flashing at our cost. I respectfully let him know that this is not a service we provide and are not responsible for. He hired us, very specifically and at his direction, to install a line of Drain Tile along one wall. 

  I advised him that these issues needed to be done. Not only are they allowing water over the top of his foundation, but they are likely going to contribute to a mold issue behind his 1st floor walls. Many of these issues are on the first and second floor siding of the home. He did see the logic and urgency to fix these issues. 

  We tested his pumps, they did not overflow. As he stated, rains did pass where he did not get water, indicating the Drain Tile was working. However, once a directional rain (and the thaw as well) hit that side of the home, the water intrusion continued. 

  He did call recently again and asked me to come out and re-diagnose the issue. He did not want me out, but another person. I asked him if he had addressed the siding/flashing/tuckpointing issues that we had discussed and I had documented in the last visit. He stated very clearly that he did not and would not be fixing those issues. He instead wanted me to come out and re-do the Drain Tile. He had not even taken down the insulation board on the wall. He made zero action from our last visit, so there was nothing new to see and I let him know I would be happy to come out once he resolved those issues. 

  Logically, we cannot move forward without taking a step, and he is unwilling to take any steps to maintain his home. The pictures attached, which are on the same wall he is getting the issue, are clear issues and cannot be ignored as they have been for years. Additionally, his discharge line, which we did not install, is not even connected to the drain pipe going to his yard. He again refused to get this serviced.

  Respectfully, we cannot wave a magic wand and make problems go away. Action must be taken. He must maintain his home. He needs to be fix the siding/flashing/tuckpointing and rotting wood outside that he has known to be a problem for years, but has neglected to fix. He does have the money to fix it, as the inside of his home has all new interior floors/kitchen/finishings. He chose to spend his money on his comfort instead of maintaining the integrity of his home. We cannot be responsible for his neglect on his home.

  All receipts were provided for his work and his invoices, but if giving him $9 back for a possible overpayment is that important, we will mail him a $10 bill.

  We cannot, however, take responsibility for his neglect and unwillingness to repair the obvious issues on the outside of his house, for which we do not even provide services. 

  He is simply looking for someone to blame and harass and strongarm for a handout.

  **** will find that when he fixes those obvious issues he has neglected for years, his continued problem will go away. It cannot be wished away, and he cannot make it the problem he wants it to be. Physics does not work that way. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22890712
  
  I am rejecting this response because:
  

  Their reply is riddled with false accusations, misrepresentation of the situation, and attempts to deflect accountability for their own poor workmanship and fraudulent business practices. I feel it is necessary to provide the correct information in light of their response.

  1. Water Seepage and Drain Tile Issue: The water seepage in my basement is a clear and ongoing issue that the vendor did not resolve despite their promise to do so. I have video documentation that clearly shows the water seepage in the basement after their so-called "work" was done. Their Drain Tile installation, while they claim it worked, has not prevented water intrusion. The vendor continues to ignore that the primary issue of water intrusion is not related solely to exterior issues as they claim, but is also directly linked to their faulty and incomplete installation.
  

  2.Siding, Flashing, and Tuckpointing: The vendors claim that I neglected the siding, flashing, and tuckpointing is baseless. While I was aware of the issues with these parts of my home, I hired the vendor to address the water problem in the basement, not to assess or repair exterior issues that were unrelated to their scope of work. The vendor is attempting to deflect from their own failures by shifting responsibility to me for issues that are outside the work they were hired for. I had no obligation to accept their unsolicited advice on repairs for areas outside the original contract, especially when those repairs were never agreed upon.
  

  3.Invoice Fraud: The issue of invoice fraud is serious. I have a record showing overcharging for services that were never rendered, and I request that this be addressed as part of my complaint. The vendor's attempt to downplay the situation by offering to return a small overpayment is not a resolution to the larger issue of fraudulent billing. I have already received services that were inadequate or incomplete, and I am requesting a full review and reimbursement of the overcharged amounts.
  

  4.Failure to Address the Problem: I fully understand that exterior maintenance is important, but the vendor's job was to address the water intrusion in my basement, not to lecture me about other home maintenance issues. I have repeatedly expressed that the issue with water seepage is not due to my siding, but rather due to the inadequate installation and incomplete work that was done by the vendor. Despite their attempt to blame me, it is clear that their work was subpar and did not resolve the problem.
  

  5.Unprofessional and Defamatory Language: The vendors language is unprofessional and defamatory. Accusations of me harassing or strongarming them are not only false but also designed to discredit me and avoid responsibility. I am simply seeking the service I paid for, which was not provided. Furthermore, I did not hire them for siding, flashing, or tuckpointing, and there is no justification for their refusal to honor their warranty and address the water intrusion issue as promised.
  

  6.Conclusion: I request that the Better Business Bureau take immediate action to address the following:
  Full refund for the fraudulent overcharge on the invoice.
  Reimbursement for the incomplete services rendered.
  Proper resolution of the water seepage issue as per the terms of our contract.
  

  The vendor's refusal to acknowledge the issue, misrepresentation of facts, and false claims about my home maintenance are unacceptable. I have provided all necessary documentation, including video proof and invoices, and I expect a prompt resolution to this matter.
  Thank you for your attention to this complaint.
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 02/06/2025

  Unfortunately we do not see any steps forward here. 

  As the customer proved with the invoices, it is a $9 discrepancy, which is not a serious problem at all. On top of that, the customer did not pay the $339 anyways, he refused to. So technically, he still owes $330, so there will be no refund for that. Accordingly to our contract, without full payment, there is no warranty for the work

  The customer and ourselves agreed to make steps to rectify the other clear issues present. The customer stated very clearly he did nothing since the last visit, and continually refuses to do so. His insulation board was still on the wall, and his unfinished concrete basement suffered zero damage as a result of this. All the siding issues in those pictures are still present, and he demanded we re-side his entire home. It is an unreasonable request that will not be considered.

  We are ready and willing to help, but he must take down the board and fix the siding issues. The customer is not an expert on construction, and you cannot wish a problem to be something it is not. The Drain Tile, as was tested and inspected upon the last visit, during the inspections by the village, and proven during multiple rains, is functioning just as intended. It is the directional rain and thaw that hits that side of the house that causes the issue. And the disconnected discharge line (that we did not install nor touch) is another thing he has refused to address. He refuses to do so because he just painted his porch and does not want to re-do any of that. So he has clearly made up his mind on the priorities in his home.

  Water does not always come from one source, and our contract does not state, in any way, that we are solving every water issue in the home. Our contract clearly states that we were hired to install a line of Drain Tile in the basement, which again, has proven to be in working order.

  We are more than willing to help the customer, but we cannot wish the problem away or make it something it is not. Should the customer remove the board, fix the siding, and prove the Drain Tile is not working, we will of course come out to perform a warranty repair, per our contract, as long as he pays the rest of his bill he has thusly refused to pay. 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22890712
  
  I am rejecting this response because:
  

  
  Invoice Discrepancy: The original contract was for $4,800, and I paid an additional $50 on the completion day, bringing my total payment to $4,850. After raising my concerns with ******, I received a new invoice on November 13, 2024, demanding an additional payment of $339, with a due date of September 30, 2024. This discrepancy immediately raised my suspicions. To verify the permit charges, I contacted the village, which provided me with an invoice totaling $330 billed to The Real Seal. In contrast, the new invoice from the vendor states that I owe $589 for the permit, highlighting their questionable billing practices. Technically, I only owe them $80: $330 for the permit minus the $250 I have already paid. This entire situation could have been avoided had the vendor been more honest and professional.

  Water Intrusion and Quality of Work: The vendor claims that the Drain Tile is functioning properly, but I continue to experience significant water intrusion in my basement. This issue was not resolved, and I have video evidence of the ongoing mess, which I could not upload due to file size restrictions. Instead, I have sent the video to ***************************************************** separately for review, hoping it would be forwarded to the vendor. Additionally, the insulation boards have been removed before the vendor's initial response and can be seen in the video. Their refusal to acknowledge the ongoing problem highlights their negligence and failure to fulfill their contractual obligations.

  Drain Tile Functionality: The vendor asserts that the Drain Tile is functioning as intended. However, I experienced water intrusion immediately after the rain on October 28, 2024, just one week post-installation, and the problem re-emerged after the snow melt on January 22, 2025. There have been no rains in the past week, yet the water seepage persists. Even a middle schooler could tell you that the problem lies with the underground water not being captured by the drain tile, contradicting the vendors claims.
  

  Unprofessional Conduct: The vendors response contains unprofessional language and attempts to shift blame onto me for unrelated issues, such as siding and insulation, which are outside the scope of the work they were contracted to perform. Their insistence that I must address these unrelated issues to receive service is unacceptable.
  

  False Information: The vendor is attempting to falsify information regarding both their work and the invoicing. Their insistence that I must address unrelated issues is a clear deflection of responsibility for their inadequate installation. As previously mentioned, I have removed the insulation boards, which can be verified in the video I submitted.
  

  Lack of Accountability: It is unacceptable for the vendor to place the burden of resolving these issues solely on me, especially when the original contract stipulated that they were to address the water intrusion problem. Their refusal to take responsibility and their attempts to shift blame only illustrate their unprofessionalism.
  

  Given the ongoing water issues, the fraudulent invoicing, and the vendors refusal to address the problems adequately, I stand firm in my demand for a full refund for the services rendered. I hope this response clarifies the facts and reinforces my position.
  Thank you for your attention to this matter.
  

  Sincerely,
  
  ******** ****