Complaints

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• Initial Complaint

  Date:12/13/2023

  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.

  I signed a contract with Everdry on July 26th, 2021, in the amount of $19,140. Installed on 9/9/2021. The contract was for their Multi Step waterproofing system with one year warranty renewable annually for $75 for the life of the structure. The warranty covers any water seepage for the entire foundation, walls and floor of the structure be repaired without labor or material cost. The system involved excavating the foundation from the outside, sealing any cracks and installing an interior foundation pipe with pressure relief system. I have issues with water seepage and other installation issues they refuse to repair.
  
  I asked for them to repair numerous wall leaks on 9/14/2021 and they refused advising it was a vinyl siding leak without ever inspecting the siding. I had my 11 year old home inspected by three contractors who advised the siding was not leaking and it was form tie leaks. The company still refused to repair until being advised they would over the phone on 12/13/2023 after speaking with a customer care representative to address all my issues.
  
  Recently, 4/6/2023 an installed drainpipe was found to have failed and was filled and blocked with stone. I have had three service appointments so far to repair this issue, the last one on 12/6/2023. My homes floor and wall had to be removed to allow for repairs. It was observed and documented during repairs that an improper pipe connection (no coupler) and a broken pipe were installed originally causing the pipe to become blocked by stone. The bedroom closet floor has been jackhammered three times by the company and the living room twice to make repairs. After making my most recent complaint they have now offered to re-excavate and repair wall leaks two years after the initial complaint. They still refuse to pay for floor and wall damages from a bad install. Due to a bad install I would like for Everdry to make or pay for repairs to my homes damaged walls and floors from a bad installation.

  

  Business Response

  Date: 01/02/2024

  To whom it may concern,

  Upon receiving this complaint, I reviewed the file and reached out to Mr.******* to review any remaining concerns, our service team has addressed and resolved any issues within the guidelines of our contract. Mr.******* stated that he has 1 area of the floor that appears to have a white powder substance and a wall seem that needs to be dug and sealed from the outside. Our service department has agreed to address both areas. Although digging the area for repair does not require a permit, we have pulled the permit anyway at the homeowner’s adamant request. The only other remaining concern that Mr.******* mentioned during our call was his removal of the portion of wall to make the area bare & accessible in order for us to provide service. (He said his cost was roughly $200.00.) although our contract clearly states that “making the area bare & accessible for future service and the replacement of same is the homeowner’s responsibility”, I, as a courtesy, to help resolve this situation, offered to waive $375.00 worth of future renewal fees. He countered by insisting that I refund 20% of the job cost, which is completely unreasonable. We have not waivered from our agreement in any way. We will reach out to Mr.******* to schedule the above mentioned warranty work and hope to resolve this in a timely matter.
  

  Thank you for your help, please let me know if you need anything else, supporting documents, etc.

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I spoke with Mr. *** ********* for the first time on 12/20/2023. I advised Mr. *** ********* I had water running down my basement walls, through the floor, through walls and their sump discharge was flooding the exterior corner of my home causing water to enter from the opposite side. This all was observed and occurred four days after the Everdry Multi Step and ************* system were installed on 9/9/2021. A repair call was made 9/14/2021 to ***** and a detailed email containing photographs sent to Everdry service. One repair attempt was made to address water running down my basement’s west walls. The repair involved caulking the visible wall cracks and form ties with no excavation.  In speaking with the lead service person *****, he advised they did not have a big enough crew that day to properly resolve the issue by digging on the outside of the foundation. Numerous additional calls/emails were made for repair requests which were ultimately denied by ***** of Everdry. He advised to contact a siding contractor as that was the only leak possibility. This was done and three contractors inspected the siding and found no leak or defect (No cost). I informed ***** of this, and repairs were still denied, unless the entire interior wall was removed at my expense. ***** refused to excavate from the outside to resolve the issue and instead choose an option that would cause damage I would be responsible for repairing. I declined this method of repair. The problem persists to this day. 
  It was not until more recent repair calls and emails were sent beginning 4/6/2023 for other issues and asking to speak with the owner several times that **** from Everdry responded to my home on 12/13/2023 and subsequently ***** from Everdry called and advised the wall leaks would be properly repaired by excavating from the outside as an interior solution would not solve the problem. To date after requesting repairs two years and three months ago the repairs have not been scheduled or made. On 12/14/2023 I called and spoke with ******** Township Building Official **** ********. I told Mr. ******** Everdry would be hand digging the exterior side of my home and sealing water leaks. Mr. ******** advised this would require a permit and inspections prior to being finalized. Mr. ******** further advised no permits were pulled by Everdry for work performed in 2021 or ever to date. Demolition, construction and plumbing permits are required for the work performed by Everdry according to Mr. ********.  As the homeowner I am responsible for a $75 civil infraction for each permit not obtained. Mr. ******** advised Everdry still needs to pull permits for the prior work performed without a permit in addition to the fines as it is a code violation not to. 
  Everdry attempted repairs to the leaking sump discharge twice beginning October 2021 and the problem persisted. Water was actively entering my basement through the wall. ***** from Everdry service refused to make further repairs and advised I contact another contractor. I contacted ******* **** ****** to resolve the issue. Repairs to resolve the issue with the Everdry’s sump discharge were $2,500. Additional system freeze protection improvements were made for $400 and other unrelated improvements for $625 for a total of $3,525. The problem had now been resolved at my own expense. 
  Repairs were made three times beginning 5/12/2023 to resolve the failed Everdry drain tile that was filled and blocked by stone in the pipe. Flooring and walls had to be removed for repairs. Everdry used ******** ******** *******(***) polyethylene single wall corrugated perforated pipe as I observed and photographed on 11/15/2023. *** specifies “Joints for 3- to 15- inch (75 – 375 mm) shall be made with split or snap couplings. Standard connections shall meet the requirements of the ASTM F667.” Michigan plumbing code 702.4 also requires fittings be used in accordance with ASTM D2682. This was note done nor permits obtained or inspections completed leading to the failure and subsequent damage. A lack of coupler was observed and photographed during repairs. I further purchased a coupler for Everdry to use to ensure a proper connection as they had none available. Failure to use a fitting or coupler was observed and photographed by me and noted by the repair technician to be the cause of the failure. An additional installed pipe with two large holes allowing more stone to enter and block the pipe was observed. This pipe also had to be removed and repaired. I was quoted $3,200 on 1/3/2024 by ******** home repairs to make repairs to the basement area where Everdry serviced. Mr. *** ******** estimated the repairs to cost a couple hundred dollars and I responded “maybe if I did it myself” I am not a contractor and was unaware of the actual repair cost. 
  I further investigated the Everdry drain tile with a licensed plumber (******** *****) and their inspection camera. Numerous other pipe connections without a coupler used were observed throughout the Everdry system. Stone can be observed entering the pipe at these coupler-less connections. I obtained a quote from Staydry waterproofing for repairs to the Everdry drain tile ($17,350) and spoke with the owner ***** ***** about the issues with the Everdry system. He advised code was not followed, permits should have been obtained and Everdry did not follow industry standards. He is willing to document the issues and testify to the same. 
  During our phone conversation Mr. *** ******* offered to excavate and repair the west wall basement leaks and pull a permit as this was a repair under the contract and warranty. The floor moisture in the N/W sump area would also be addresses. He also advised he would offer me 4 years of additional warranty coverage totaling $300. For this he requested I remove my Google review and delete the contents of by Better Business Bureau complaint. I do not accept these terms. 
  I am requesting Everdry to obtain all required permits for all work performed from the date the contract was signed (7/26/2023) to present and to pay any fines or extra fees resulting from not obtaining permits before performing work. I further request Everdry to make repairs by sealing wall leaks via excavation on the west side of my home and address water seepage through the floor near the N/W sump pump. Mr. *** ********** promised these repairs, has pulled a permit and advised they are within the scope of the contract and warranty. I also request Everdry to pay for basement repairs caused by not following plumbing code, manufacture specifications or obtaining the proper permits and inspections. Total $3,200. I additionally request Everdry to pay $2,500 for their sump discharge I had to repair at my own cost. I do not believe Everdry has addressed or resolved all issues within the guidelines of the contract. The contract includes a warranty covering the seepage of water through the walls and floor. After refusals to make appropriate repairs for two years and three months repairs have yet to be completed. Due to this unreasonable delay with no action, expenses on my part were required to prevent further damage to my home. Over the phone I originally requested 20% of the install price. I have now learned my costs are greater than 20% of the contract price. I do not think my requests are unreasonable due to the costs I have incurred to repair damages and prevent further damages from an improperly installed system. The requested repairs were and are within the warranty and contract and I was denied appropriate repairs for over two years resulting in my expenses. 
  
  
  
  Sincerely,
  
  
  
  ******* *** ****

  

  Business Response

  Date: 03/22/2024

  Thank you for your assistance in this matter, We have reached out to the customer and provided warranty service work on Mar.5,2024. At which time, our service manager dug and sealed sweating form ties, but found no actual water seepage in the basement. from the beginning, our company has complied with our written agreement and contract "terms & conditions". If any water seepage should occur in the future, I ask that the homeowner reaches out to our service manager and allow us an opportunity to inspect and diagnose the area of concern. We have and will remain committed to honoring our written agreement and will provide any necessary warranty work, so long as the warranty renewal is kept current and any service areas are made bare & accessible by the homeowner, as stated in the contract terms & conditions.

  Customer Answer

  Date: 03/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I requested warranty repairs on 9/14/2021 via phone and followed up with a detailed email and photos. Warranty work was denied until it was recently completed on 3/5/2024 after almost 2.5 years later. This is an unreasonable delay along with the other repair requests that were denied and had to be resolved with another contractor. I attached photos of the water leaks I sent to Everydry on 9/14/2021. As previously stated other warranty repair work requested was also denied leading me to acquire another contractor to resolve issues with the Everdry system. My previous response also specifies that permits were not obtained for the initial install of the system, Michigan building a plumbing code not followed and the Every Dry Multistep System improperly installed leading to a system failure and subsequent damage to my home. Attempted drain tile repairs were done without permit and again did not follow Michigan building or plumbing code. The system remains improperly installed as stone can be observed entering the drain tile at improperly connected joints. Other contractors have been contacted and advised the entire system needs to be replaced following Michigan Plumbing and Building code. An estimated $17,350 from ******* ** ******* to replace the drain tile and $19,000 for flooring , framing, drywall and trim repair from *** ***********. Due to Everdry not addressing any of these concerns in their correspondence I believe Arbitration is the next best course of action. 

  
  
  
  
  Sincerely,
  
  
  
  Michael Van Beek