Complaints

This profile includes complaints for Ayers Basement Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ayers Basement Systems

  2631 Eaton Rapids Lansing, MI 48911

  
• 

  Ayers Basement Systems

  4475 Air West Dr. SE Grand Rapids, MI 49512

  

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:01/04/2023

  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.

  In November of 2021, I contacted Ayers Basement Systems seeking help with my basement leaking and having an issue of standing water in spots on my basement floor. They sent out a consultant, and after evaluating my home and basement we agreed to his recommendation on installing a floor drain to resolve the issue. Our project date March of 2022 and we issued a check for a deposit of $3071.95. I had an independent contractor come to my home and remove the drywall, three built in wall shelving units, and a slop sink so that the team from Ayers could install the drainage system around the perimeter of my basement. I spent nearly an additional $1000 for him to perform the prep work to accommodate the project work.I paid an additional $7632.26 as the balance at the beginning of the project, on or around March 8th 2022. Work was started and completed as expected. The exception was an area near an existing floor drain, as it could have presented a problem in destroying lines leading out of my home to the sewer lines. As early as March 29 2022, I had to make a return call to Ayers requesting assistance as I had water again leaking onto my basement floor. Ayers responded, and sent a team out to try to remedy the leak. They ended up gluing more plastic channel to the floor for containment purposes, and departed.As of April 14th 2022, I had to make a call back to Ayers for water on the basement floor again. Ayers again responded, sending out a team to glue more plastic channeling to the floor to contain the water where it continued to leak. I again had to call Ayers on July 22 2022, due to water literally pouring out of my basement walls. I indicated to the customer service rep I spoke to that I was extremely dissatisfied and they miss diagnosed the issue. I stated that they are just using band aids instead of addressing the cause. A team came out to wrap the part of the basement wall in plastic.It's now January 4 ****************************** my basement!

  

  Business Response

  Date: 01/17/2023

  We are attempting to schedule a visit to the customer's home to resolve the issue.

• Initial Complaint

  Date:11/21/2022

  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.

  Here is a summary of my experience with Ayers in regards to the project at 637 ****** in *******. The project started August 12,2022. They hit a sewer drain with their drill. They take ZERO responsibility for any costs incurred by the damage they did. East End Plumbing (owned by Ayers) were unable to fix it and this forced my tenant to live in a hotel over the weekend. The next day, my tenant told me that the ditch that was dug around the basement was filling up with water. East End plumbing came again the next day and found the valve that they had placed was stuck and therefore sewage was backing ** in the pipe. This was fixed. Following this, we had two failed city plumbing inspections. We had the final plumbing and initial building inspection completed and they were finally able to lay the concrete. However, the concrete that was laid was apparently not up to code and the project is still not complete. The concrete was laid on September 21. I received notice from the city of Lansing that the building inspection was not passed. It took Ayers a few weeks to get back to me. They finally completed the project on October 19 and received approval from the city of Lansing. The inspector recommended me to report my experience and the poor workmanship of this company. They did not take any responsibility or offer any additional money off for all the extra costs and trouble for my tenant we incurred. I have contacted their administration without any response. Hotel costs for tenant $233.42 The plumbing cost was $888.44 extra for me. The total waterproofing cost was $7,707.75. The entire project, which was sold as a 1-2 day project, lasted from August 12 to October 19.

  

  Business Response

  Date: 12/06/2022

  Thank you for bringing this matter to our attention. We spoke to the customer on 12/5/22 are working with her to resolve her concerns.

• Initial Complaint

  Date:11/15/2022

  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.

  On 6/15/22, I contract with Ayers Basement Systems to stabilize and raise the foundation of my house. The foundation had settled approximately 9" and we were hoping to raise the foundation as much as possible. With this being the case, I specifically asked if raising the foundation would cause problems with center support beam. After being assured that fixing the foundation would not result in any need for a center beam, I paid Ayers $21,538.40. They completed the project in approximately 8 work hours and when it was all said and done, the floor now had a bounce because the floor joists were lifted off the center beam. When I spoke with management, they told me that the couldn't have predicted this, even though I specifically asked about this problem and was assured it wouldn't be an issue. The resolution I received was for me to pay them an additional $7,679.40. This has been nothing but a deceptive business practice into creating more problems for a homeowner and forcing them to pay more money. This company will lie to you just to get the business and then not stand behind the work they do.

  

  Business Response

  Date: 11/29/2022

  Ayers raised the home's foundation as agreed upon, the customer signed our completion agreement, and the work was approved by an inspector. Additional work to support a different area of the home was not included in the original contract and could not have been predicted in advance. A proposal to repair the home's bouncy floors has since been presented to the customer.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18407807
  
  I am rejecting this response because: I did not sign a completion agreement. I am currently in the process of filing a fraud case with the *********************************** because no such document was signed by myself. I wasn't even in the ***************** when the project was completed and can prove that. This company has deceptive and fraudulent business practices. They fraudulently submitted a loan document that does not have my signature in order to receive a dispersal of funds. I have made several attempts to contact the company to get a copy of the completion document but none of my phone calls or emails have been returned. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/17/2023

  We spoke to the customer on 1/17/23 and are working with him to resolve his concerns.

• Initial Complaint

  Date:10/26/2022

  Type:Order 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.

  Contract Signed 9-9-22 Deposit $4828.17 Salesman: ************************* ************** On Friday, September 9th, 2022 my husband and I sat down with ****** to get a quote for 2 egress windows and 2 replacement swing in windows for our below grade basement. In our discussion with ****** he made many promises that he has not seen through. I asked him to text me when sending an email and he said he would. He promised to bring back samples so that we could select a color for the window well insert. He said he would tell us which plants would need to be relocated or removed. He even volunteered to come in to make sure the plumbing that needed to be rerouted was low enough. ****** said installation would be 6-8 weeks and that we had 72 hours to cancel our contract. We really liked everything he was offering but his price was higher than the other quotes and we let him know. He worked up a new contract getting us down to a lower price but removed the replacement windows (without saying anything) to do so. When we received the new contract we realized that the windows were missing and asked him why. He stated that was the only way to get the price down and we agreed to do those separately and signed the contract. We received our instillation date of 11 weeks out after the 72 hour window was closed. We questioned the 11 week deadline and were told he would try to move it forward. After several back and forth over the instillation being so far out, I requested a refund of our deposit multiple times. ****** just keeps referring to the contract and the 72 hour window. However, he had broken his word in what he would do several times. He has not followed through on any of the promises made when he sat down with us and we do not trust this company to do the job anymore. We just want a refund of our deposit and to go our separate ways. We do not trust or want this company in our home at all.I have the emails and would be happy to forward them for your record if needed.

  

  Business Response

  Date: 11/04/2022

  We spoke with the customer and offered to visit again to verify the project details. We also made arrangements to move up the project by 18 days, and the customer refused. Since this request for cancellation was well outside the standard cancellation window, we are unable to issue a refund. The customer's deposit will remain on file and can be applied to a future project.

  Customer Answer

  Date: 11/14/2022

  
  Complaint: 18317999
  
  I am rejecting this response because:

  
  Our verbal contract was broken after the 72-hour window was closed on the written contract.  I reached out multiple times to try to resolve the issues and they were unwilling to honor our agreement.  ************ is untrustworthy, and I do not want them completing any work on my home as I DO NOT believe they will actually do the work that was promised to the level that was guaranteed.  I do not feel safe entrusting this company with my property.  The only time any attempt was made to help resolve the issue was after I filed a complaint with BBB and still, they did not do what they promised.  I was contacted by the company and told that a manager would follow up with me by phone in 3 days,that was over a week ago.  I have never been contacted by a manager. Instead, I have been contacted twice by schedulers trying to move up my instillation date (which is still well past the originally promised instillation window).  When I responded with "No that date won't work we are having a family gathering and I am still waiting on a call from a manager about my complaint filed with BBB." I received no response and they instead sent communication through BBB.  How can I possibly trust a company that has out right lied to me repeatedly?  The only possible outcome that is acceptable is a full refund of our deposit. We have past the point of being able to use this company and feel safe.
  
  Sincerely,
  
  ***************************

  
  

  

  Business Response

  Date: 12/06/2022

  Thank you for bringing this matter to our attention. We spoke to the customer and agreed to refund their deposit less the cost of the permit that we already paid for.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18317999
  
  I am rejecting this response because:

  When I spoke with *** on the phone this morning about the refund, she stated it would be for the full amount and be credited to the credit card used for the deposit. There was no mention of withholding funds for the building permit.  I accepted her verbal offer this morning.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/15/2022

  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.

  3/19/22 AYERS BASEMENT SYSTEMS HIRED TO WATERPROOF PART OF BASEMENT, *********************, **** ***************, ********, MI.4/2/22 DEPOSIT PAID TO AYERS $12,000.00 4/11/22 WORK TO BEGIN BY AYERS 4/12/22 ADDITIONAL PAYMENT TO AYERS $4,514.73 4/20/22 RECEIVED INVOICE FROM AYERS FOR $19,723.35.SOMETIME IN MAY, INFORMED *** COULD NOT BE COMPLETED DUE TO AGE OF HOME, WAY BASEMENT WAS BUILT.7/13/22 WORKERS TO ATTEMPT TO COMPLETTE PROJECT 7/31/22 RECEIVED STATEMENT FROM AYERS FOR $19,723.35.8/12/22 MEETING WITH ********** (AYERS) AT **************************** TO DISCUSS PROJECT. EXPLAINED THAT THE *** WAS NOT COMPLETED TO SATISFACTION AND/OR PROFESSIONALLY DONE. WE WERE TOLD THAT IF WE DID NOT PAY, **** WOULD BE PLACED ON HOME 8/15/22. 8/12/22 CHECK #****, $21,068.22 PAID 8/13/22 **** FAKE CERTIFIED MAIL RECEVIED AT ****************************, ADDRESSED TO ********************************************************* (NEITHER LIVES AT THIS ADDRESS, OR REGISTERED AT THIS ADDRESS FOR ***** YEARS) "NOTICE OF INTENT TO FILE LIEN"CONTACTED AYERS TO FIND OUT WHY INVOICE AND STATEMENT SAY $19,723.35, BUT YET, PAYMENT WAS REQUIRED OF $21.068.22. WAS INFORMED THAT THEY HADN'T BILLED EVERYTHING OUT YET. LAST OF WORK WAS COMPLETED ON 7/13/22, STATEMENT IS DATED 7/31/22. WORK ON HOME DONE IS SHODDY, INCOMPLETE, AND WOULD NEVER RECOMMEND TO ANYONE TO USE THIS COMPANY. WOULD LIKE ALL WARRANTIES AND WORK THROUGH AYERS TO BE TERMINATED AND WOULD LIKE TO BE REFUNDED THE BALANCE OF WHAT WAS LAST PAID $21,068.22.

  

  Business Response

  Date: 09/20/2022

  We spoke with one family member and came to a mutually acceptable resolution that included a partial refund. Unfortunately, a second family member is still not happy.

• Initial Complaint

  Date:09/14/2022

  Type:Sales and Advertising 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.

  I contracted Ayers Basement to complete a sump pump installation and electrical panel upgrade. In the process of negotiation, the design specialist and sales person agreed to price match a quote from a competitor and include the cost of a full electrical panel upgrade which I provided an estimate for. The break down of price included the price matched $8,648 and an estimate of $2500-3000 for the full electrical panel upgrade. We agreed on a total of $13,000 for the entire project- sump pump install and electrical work. I submitted paperwork for a loan, completed the contract, and provided a $3000 deposit on June 2, 2022. The project was scheduled to be completed July 21 and 22. The installation team ended up moving up schedule and began installation on July 20. On July 21, the electrician contracted by Ayers arrived to perform the electrical upgrade. He informed me that the work could not be completed because my home required a full panel upgrade and that was not what he was contracted to do. The electrician provided me with a quote of $2500 for the full panel upgrade and left. The sump pump installation was completed on July 22. For the next few weeks I discussed the matter and tried to find a resolution with my point of contact at Ayers (design specialist/consultant). During this time he attempted to have the work completed by someone else outside of the original contract but could not assure me that the full panel upgrade that I had paid for and contracted Ayers for would be complete. Ayers is saying that the contract was for a sub panel upgrade after price matching the competitor and my original estimate for the full panel upgrade - which was validated by their contracted electrician to cost $2500. The project is 8 weeks past installation date and the company has not provided any confirmation that the electrical work will be completed or worked with me on a refund for the electrical work expected - $2500.

  

  Business Response

  Date: 09/24/2022

  We spoke to the customer and made arrangements for our electrical partner to install the needed electrical at no additional cost.

  Customer Answer

  Date: 09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company has contacted me to schedule the required electrical work at no cost to me. Work is scheduled to be complete on November 1, 2022. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/29/2022

  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.

  On 5/31/22 ************************* from Ayers Basement Systems came to my home and gave an estimate for installing 2 smart jacks and a supplemental beam under my living room. Total cost was $7364.19 with a $2209.26 down payment. On 7/7, 3 service techs arrived and, shortly after starting the work, jackhammered into a pipe under the basement floor. I was asked if the pipe was in use and, since Im not a plumber, I said I didnt know. The ************************, made several calls and sent photos of the pipe to a supervisor and the companys plumber. Neither offered advice on how to proceed. **** assumed the pipe wasnt even in use since it connected to an unused floor drain. I felt pressured by **** to let them continue the work, since theyd driven down from MI. That evening, my toilet wasnt flushing correctly. After snaking it for a clog and running water in the sink and shower, I noticed water seeping through and pooling near the concrete placed over the broken pipe. I made 4 calls to Ayers on 7/8 indicating they needed to come back out as soon as possible to uncover the pipe. I got an appt for 7/11, but the tech never showed and Id be charged an emergency service fee to send someone out. The next day ****** came and reopened the floor. I asked if they had a plumber who would fix their mistake and was told I would need to find my own. By now, wed been out of our home since 7/8 due to being unable to flush the toilet or run water. On 7/13 Church Plumbing came out and discovered that the Ayers techs had just shoved plastic bags into what turned out to be our main outgoing water line to the city sewer. I called Ayers on 8/1 to see if I could be reimbursed for the cost of the plumber ($1527) and hotel ($404.80), since the pipe wasnt broken before they came into our home. I was told that they are not responsible for any of the work or damage they do in your home. Upper management was to be contacted to see if I could get reimbursed. It is 8/29 and they never reached back out to me.

  

  Business Response

  Date: 09/01/2022

  Thank you for bringing this matter to our attention. We spoke to the customer and have resolved their concerns.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17788965
  
  I am rejecting this response because I have yet to receive an actual confirmation that Ayers is going to reimburse me for the damage they caused. I spoke with ***** on 9/1 and he claimed he would look into reimbursement of the $404.80 for the hotel cost accrued during our displacement. No mention was made of reimbursing me the $1527 for the plumber that fixed their mistake. After no follow-up to the initial call, I reached out again on 9/7, with no response, and yet again on 9/9. I spoke with ***** on 9/9 and he informed me that "***** from the office" would be mailing a check and sending an email to confirm that I'd be receiving a reimbursement check (still of an unknown amount). As of 9/13, I've received no email confirmation of this discussion or agreement on Ayers part.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/24/2022

  We spoke to the customer and agreed to pay for the hotel stay as a show of good faith. As stipulated in our contract, damage to underground lines is not our responsibility and those costs were not covered.

  Customer Answer

  Date: 09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2022

  Type:Order 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.

  On July 13 2022 I went into contract with Ayers Basement system to have a pad in the back yard replaced. I was given a date of install as Sept 23 2022. On Aug 3 2022 I received an email from Ayers Scheduling that my appointment for install was Dec 1, 2022. I called multiple times, speaking with both ***** and **** and was told, I was 17th on the list and they couldn't guarantee a date for install, as a matter of fact, it could be pushed out until next spring due to weather that dictates a "first come, first serve". No where in this contract does it mention 1st come, 1st serve. In my conversations I asked about whether they could even accommodate 600 ft down my backyard, which is the distance for the install & never got a reply. I then called the cancellation department & spoke with *** who stated, "I've been getting numerous calls, everyone has been pushed out to Dec 2022 & the project department won't give any exact dates to anyone", I asked her if their equipment could accommodate 600 ft. She spoke with the Concrete installer and he stated, "Our hose is only 400 feet". Because the salesman didn't measure the distance on the day the contract was signed, she agreed to send him out to measure. She stated, "if we sold you a contract we can't fulfill, we will give you a refund". Meaning the distance of greater than 400 ft. The salesman came out as scheduled on Aug 22, 2022 & measured at 563 ft. According to ***, he was to directly report to ********* would call me on Aug 23 & she didn't. I called on Aug 23 with no f/u from Ayers & today Aug 25 & was told she had a "family emergency, no one is the **** & when I asked about her boss I was given the name ** ****, "who has no voice mail". Ayers was given $1991.72 & I want my money returned. They have violated the install date, seek to push it out until next Spring w/out being told this, & don't have the equipment to reach the area. I can't get anyone to call me back & resolve this dispute or refund my money.

  

  Business Response

  Date: 09/02/2022

  Thank you for bringing this matter to our attention. We left the customer a voice mail stating that we will be happy to return her deposit.

  Customer Answer

  Date: 09/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However. the voice message was left on 2 September 22 and I have not received as yet, a refund.  I would like to keep this correspondence open until a refund is received, preferably within the next week, so I can confirm with the BBB when I have received it.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/03/2022

  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.

  Sequence of events concerning a signed contract with Ayers Basement Systems and our request for a refund of our deposit.June 8, 2022: Met with *************************************** Specialist concerning a crack in our basement poured wall. After much deliberation and the salesperson emphasizing a 5% discount if we sign a contract that same day, we concurred. A deposit was made via **** in the amount of $3000 which was $804.57 above the required deposit amount. At no time during the sales discussion or the subsequent finalizing of the contract was there any mention of a 3 day cancellation component to the contract. Come to find out after the fact the cancellation portion of the contract is on the very last page of the document while the signing page for the work is on the first page. I consider this practice of non disclosure either by the salesperson or the fact it is somewhat "hidden" on the last page deceptive sales practice.June 12, 2022: Met with our *** and they recommended we try a solution to our basement leak similar to one they had solved on an adjacent condo. I then contacted ************************* to inform him we were cancelling. This was a Sunday.June 13, 2022: 3:29 P.M. ************************* inquires why we are cancelling? I respond back by 5:00 P.M. with a reason.June 14, 2022: ************************* responds back with an explanation of his own. I respond back at 5:49 that we still want to try the *** recommendation.June 15, 2022: ************************* informs us that we beyond the 3 day cancellation and that will need to submit a cancellation notice to Ayers ("first time I realized there was such a thing"). He did not consider my notice to him on June 12th as constituting a cancellation. June 16, 2022: I was contacted by *************************** requesting a signed cancellation notice. Also, a phone consversation plus emails explaining about all that had transpired. Please refer to documents for remainder of sequences.

  

  Business Response

  Date: 08/03/2022

  Thank you for bringing this matter to our attention. A refund to the customer's credit card was processed on 8/1/22.

• Initial Complaint

  Date:07/31/2022

  Type:Product 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.

  May 5th met with ayers to discuss my driveway. We accepted Ayers proposal and were strongly urged to use their recommended finance co, EnerBank ***. A proposal was signed. Ayers got the bank on the phone so we could apply. We were approved and Ayers said we had to put half cost of project down. Ayers gets $4300 of our money. Rep emailed paperwork to me. Job to take place on May19.On 5/12 Ayers emailed to state job would now take place 5/25. 5/25 Ayers never showed up or called/texted. I had been on medical leave for 6mo but pushed my return date back a day so i could be when Ayers came. Later found they had emailed stating now scheduled for 6/23.6/9 I call Ayers to cancel the job. 6/10 Ayers calls me to state that i can cancel but they keep our deposit and claims it non-refundable. This was never disclosed to us at initial meeting.6/14 I decide to ask what job would look like for the money they already had from us. Office coordinator left me a message that company Rep would get in touch to rework proposal.6/17 I had to call back because ***** had reached out to me. Had to leave message.6/21 Office coordinator calls me to see if ive heard from anybody, which i had not.4:50pm same day talked to a different Rep who said he was going to call me back the next morning. 6/22 Received message from coordinator that a new proposal had been emailed. But ***** had called to discuss what i wanted. could not look at until i got home from work. looked over new proposal and the dollar amount and areas treated were not correct. By 9pm we still didnt have a correct proposal. I had to go to bed so at this point I left a message for coordinator to cancel for the 23rd, as a correct proposal still had not been sent.My wife sent a detailed email yet that evening asking for our money back and to part ways. Wife never received response. Coordinator left message early 6/23 letting me know they would not be there and to call them when we are ready to reschedule. No contact since

  

  Business Response

  Date: 08/17/2022

  We spoke to the customer and are working to resolve their concerns.