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Business Profile

Waterproofing Contractors

Case Foundation Waterproofing & Repair
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Case Foundation Waterproofing & Repair's headquarters and its corporate-owned locations. To view all corporate locations, see

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Case Foundation Waterproofing & Repair has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:05/01/2024

      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 purchased crawlspace stabilization and Hydroway 200 Waterproofing System with dehumidifier, for $13,271.00, in March 2023. The purchase includes a Lifetime Transferable Warranty. I was told to wait about 6 months for the work to settle. Adjustments would be made after that. From the beginning, I made it clear that the washer/dryer area needed stabilized so floor could be leveled. In September 2023 I contacted salesperson Paul about the uneven kitchen floor. He said: “Call the office and request service”.
      I spent considerable time going back and forth with owner, getting two plumbing estimates at $325.00 that say the sump pump is not installed properly, does not work and has no check value. The dehumidifier is not installed at all. It's just sitting inside the crawlspace opening. I do not want it.
      The photos in the bid of the completed system in no way match the actual work. The actual work shows standing water in the crawl, torn up vapor barrier, mud on new items. The owner refers to it as my “perception problem”.
      The promo photos of the System I purchased show a clean dry crawlspace with vapor barrier. The reality is a muddy, wet torn up mess in the crawlspace with no vapor barrier Photo verification of promo and actual install.
      I met with the owner. He's offended that I questioned the work and is fixing nothing. Nor refunding what I spent on install, plumbers or damages. He states that they never said the work would look like the promo. Then asked why I would think that or question him. He did send a $2,100 estimate for a vapor barrier.

      Business Response

      Date: 06/13/2024

      Ms. ********, I apologize that you are still unsatisfied with the work we installed at your home. After your last meeting with ***, we were under the impression that both you and your son understood the nature of your installation, including that the sump pump was working at the time of the last inspection. 
      As previously discussed, we agree that you do need a new vapor barrier installed, and our company was willing to discount a new vapor barrier 50% for you, seeing as the previous one was not installed with our company. The ”promo” photos you saw on our website show a crawlspace after a waterproofing system and a new vapor barrier/encapsulation have been completed. We can offer you that look after the purchase of either a vapor barrier or encapsulation if you choose to do so. We would be more than happy to explain to you the difference between a vapor barrier and encapsulation if you choose to go this route.
      The dehumidifier was installed, but cannot be plugged in until there is adequate electrical in the crawlspace to support it, unfortunately once a product is installed, we do not come back later to remove the item & reimburse for it at the customer's request.
      Case strictly states in our contract that you signed on 2/6/23 that all Jack Stations aim for stabilization only and that no guarantees can be made as far as “leveling” a floor. If those jacks have moved, we can definitely come out there and get those adjusted as they are still under warranty. I will attach a copy of your signed contract to this response for your reference. 
      We will never deny our customers a service on a warranted item, if there is standing water in your crawlspace or an issue with another item we installed, we would be more than happy to come out and address those issues as well. If you wish, we would be more than happy to come and straighten up the current vapor barrier that was previously installed by another company.  

      Customer Answer

      Date: 06/13/2024



      Complaint: ********



      I am rejecting this response because:

      Neither my son or I agreed on anything. The sump pump does not work. Two separate pluming companies can only get to work by manually engaging it. The install manual says it is to be elevated in center of crawl with a remote control. The dehumidifier is not installed at all. It's just sitting inside the crawlspace with no way to control it. Both plumbing companies asked; "Who did this?".

      The purchase is for a system. Nothing was said about anything being separate or not included. Case damaged my home and left a mess. I want a refund. Damages are adding up.

      Sincerely,



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

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