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:12/03/2024

  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.

  DO NOT RECOMMEND USING THIS COMPANY. I would give it ZERO stars if I could. **** came out to do an estimate to update my existing sump pump. Not sure why but the previous owners had it running through the plumbing. I showed him exactly where I wanted it to drain and he said it was no problem that he could easily redo the pipes so it went outside and to the edge of my yard. I received the estimate and had the work done. When they arrived I showed one of the employees what **** and I had talked about. He claimed that he had no knowledge of it and that the estimate was wrong. He called his boss (**** I believe) and then told me that he had to charge me an ADDITIONAL $400 because of needing another pipe and the extra distance to bury the line. Apparently what **** wrote up would make the discharge line DIRECTLY IN THE MIDDLE OF MY YARD and did not include the extra pipe to remove it from the existing plumbing! The inside seems to be ok but the outside drain is definitely not what I expected it to be...especially for $3,****** yourself a favor and use a different company!!!

  

  Business Response

  Date: 12/07/2024

  A refund has already been issued to the customer in the amount of $400

  I would like any customers who may read this to know that the $400 was added for additional work that was not on the contract.  The contract that we signed with the customer stated that the discharge would be 20 long and we installed 40 along with additional interior plumbing work and that is what caused this dispute. We were simply charging the customer for additional work that was requested by her.   

   

• Initial Complaint

  Date:11/14/2023

  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 waterproofing of my basement was scheduled for 9/27, 9/28, 9/29/23. I received a reminder on 9/19 from Basement Improvements. I started to ask questions about the process (i.e. will someone come out and do a walkthrough so we can decide on where the **************** pump goes, etc.) I was told when the estimation was completed (July, 2023) that they would remove my steps and put them back. On 9/19, I was told something different. I sent a series of emails questioning the process. The emails were professional, the same emails I send in my job as a consultant working for large banks. The Project Manager was unprofessional, rude, and I later came to the conclusion that he came with a chip on his shoulder due to my various emails asking about the process. We had an exchange of words and I dealt with the owner going forward. I am reaching out to BBB because Basement Improvements ruined my stairs from the garage to the basement. The main support is cracked through and the steps will need to be replaced. The steps from my 1st level to the basement were cut instead of having the cement poured around them. The steps were cut 2 inches short of the new concrete floor and the step supports are already severely cracked. Those steps will need to be replaced or repaired. The rubber tubing/connection to my oil tank and heater were buried under concrete and that should have never been done. That concrete will need to be broken up so the tubing can be removed from the concrete. It was never communicated to me that it was going to happen. The communication during the entire process was incredibly poor. Every question I asked to understand the process was treated as a burden. I was not treated as a customer/client. I expect ********************** to pay for the replacement/repair of both steps and the cost to remove/replace the concrete around the rubber tubing. I will provide an estimate for the work and I would like the cost to be reimbursed by the Owner.

  

  Business Response

  Date: 11/15/2023

  This customer complained that communication did not happen through out the process.  I have lots and lots of emails about the process with her as well as personal texts.  We also have a signed contract with the scope of work to be completed by us.  Additionally, our crew went over the entire project with her when there were there to complete the work.  On the first day while my crew was there they called me after this walk through to let me know that she was being incredibly difficult and expecting us to do additional work that was not proposed in our contract.  My employee **** told me that she called him a "fuckin idiot" during this process.  Something she ADMITTED to me on the phone call i made immediately after this confrontation happened with my employee.  The confrontation started after we told her that the stairs she expected us to remove (one of the items mentioned in this complaint) were technically not our responsibility and that we would remove them as a courtesy but could not guarantee their condition after removal and we would not be responsibile for putting them back (which i later told her we would attempt to do anyhow)  My employee informed me that the stairs had a cracked ******** before they even attempted to remove them.  This is exactly the reason why we send a pre install letter that states that any finished materials that need to be removed are the responsibility of the home owner unless otherwise outlined in the scope of work.  It also states that the condition of the finished materials cannot be guaranteed and that we do not replace them if we do remove them.  This was all made known to the customer prior to, during and after the work was completed.  This customer made assumptions on multiple different occasions about work that she expected us to complete that we did not include in the contract.  She expected us to act a gc and set up the installation of an electrical outlet for her which we do not do.  We will give out a couple of phone numbers of electricians that we have used and that is the extent of the coordination we promise to our customer where electricians are concerned.  Despite that, our production manager **** used a personal connection of his with an electrician friend to coordinate the install of the outlet anyways.  He used a personal favor to get her outlet install in a much quicker time frame than would likely be possible otherwise.  The other stairs in question were cut because they ALWAYS get cut in order to pour a new concrete floor.  It is bad practice to pour any wood item into a brand new concrete floor but especially when the wood is not pressure treated.  this is an additional step we take in order to ensure that the new concrete floor is a quality product. This was also discussed with her during the initial contact as well as during the walk through with **** the first day. I also made a trip personally to inspect the work of my guys and told her we would replace a stair tread that got cracked during the removal process as a courtesy.  It is nearly impossible to remove a set of stairs that is built in place, surrounded by concrete on all sides without doing some damage to them.  this is the very reason it states in our pre install letter that damage to finished materials that we have to remove in order to complete our work will not bethe responsibility of Basement Improvements.

  As far as the "rubber tubing" for the oil tank is concerned.  The first i heard of this issue was last night when I read her 1 star review she left on ****** for my company.  She did not send a text, phone call, email, nothing about this to us directly.  As you know, mistakes are made by everyone at some point and if this mistake was made we would always like to know about it so we can correct the issue.  We also have a clause in our contract which was signed by ******* that states that we are to be allowed the opportunity to fix any mistakes before other contractors are brought in instead.  We cannot have customers just seeking anyone at any price in an attempt to fix something they see as a problem and then sending the bill along to us.

  In closing I would like to point out that we have an absolutely stellar rating everywhere you look on the internet.  People regularly comment on how good our communication is, how professional and polite our team is and how knowledgeable and friendly we are.  This customer was treated the same way as all of our customers are but we were met with hostility towards multiple members of our team through out the process.  Despite moving personal items for her and completing work we were not contracted for, lots of communication and in face meetings, nothing would satisfy her except apparently allowing her to dictate how we do business and exactly what extra work she would like done at no additional cost. We went above and beyond for her and still have ended up here.  Our first bad review and our first complaint to the bbb in nearly 6 years of doing business.

  Our reputation is incredibly important to us and we treat our customers with that in mind.  It helps to keep our business honest and our customers happy so it is a win win for all.  This complaint lacks honesty and shows only one side of the argument.  If i could upload more documents for review I would be more than happy to because when the full picture is painted it is obvious that our company acted with integrity through out the process.

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  I have attached a full response in a word document to the BBB & the Business Owner.  The Business Owner did not address how the damage caused by Basement Improvements would be resolved.

  I was treated as if I was a burden to this Company because I asked questions about the process.  I wanted to understand the process and be prepared.  It was as if I was not the Client/Customer and ********************** considered themselves the Client/Customer.  The Customer Experience was incredibly poor.  Since the Owner seemed to take my questions and communication as a confrontation, I was not comfortable addressing these items any further with the Owner.  The Owner made it quite clear that addressing their damage to my stairs was not something he was interested in doing.  I regret choosing this company to do any work for me and will not work with them in the future.  The attached response is accurate and states the facts.  The Owner took considerable time going through a sequence of events that were inaccurate and I have addressed those events point by point in my attached response.   What is important is that this company caused enough damage that I am compelled to seek reimbursement.  I simply want to be reimbursed for the cost of the damage caused by Basement Improvements to the following:
  -New set of stairs from my garage to basement
  -Repair of my existing stairs and supports

  -Removing my connectors (Oil Tank and Heater) that are buried in the concrete floor and to repair the floor. 

  I dont believe this company can provide the quality of work expected for the stairs. The concrete company Basement Improvement used to pour the floor can do the concrete work as long as no concrete waste is dumped on my property.  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/16/2023

  I have prepared a pdf that goes over the details of this complaint. On the last page of the pdf I have outlined what Basement Improvements, LLC is willing to do to address this complaint.

  Customer Answer

  Date: 11/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  Basement Improvements continues to not accept responsibility for its damage to my property.  Instead, the owner continues to focus on emails and texts, which were prompted by me to understand the process and to address the inconsistencies.  I think if anyone is thinking about hiring Basement Improvement, they should consider this a red flag.  ************ continues to refuse to repair the damage they caused to my property.  We are not discussion minor damage, but damage that is significant.  Any professional company that cared about their customer would take responsibility for the damage to my property.  But as noted, Basement Improvements considered themselves above the client needs and chooses to persist in making its case with lies, half truths, and inaccuracies.  A professional company would actually stand behind its work vs creating a narrative that it is a perfect company and does not do any wrong.  Any if any wrong is done, then its the fault of the customer.  It concerns me this owner continues to complain about my feedback on social media vs taking ownership for the damage to my property.  It appears that customers are also not allowed to provide their customer experience on social media unless it matches what Basement Improvements expects the feedback to express.  My feedback on social media would be different if Basement Improvements would stand behind its narrative and take action to correct the damage it has caused.  I expect my damage to be fixed:

  -I will provide estimates from 3 reputable LLCs to provide new steps from the garage to the basement and repair (if possible) my steps from my 1st floor house to the basement.  Basement Improvement can select the estimate.  Or Basement Improvements can select and independent 3rd party to perform the work.  That independent 3rd party would be expected to provide the same quality of stairs that were damaged and quality repairs to the existing steps.  I would have final say to ensure the quality of work is acceptable, if Basement Improvements provides the independent 3rd party.

  -Basement Improvements would remove the connectors completely from the concrete to the oil tank and to the Heating System.  Basement Improvements would hire an independent 3rd Party with the appropriate licenses to replace the connectors to the oil tank and the heating system.  Basement Improvements will repair the concrete where the the connector was buried next to the oil tank.  Basement improvements will repair the concrete where the connector was buried next to the Heating System.  The independent 3rd Party will certify the work was performed meeting all appropriate standards.

  
  
  FAQ
  
  Regards,

  *******