Complaints

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• Initial Complaint

  Date:12/05/2022

  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.

  **** installed an egress window, but they didnt finish the job. They broke a footling drain tile and tore out my down spout drainage system. I was told they would fix what they ruined, they brought the materials to my house never fixed it and buried the botched mess and left. Waiting for them to come back, I called when the well started filling up with rain water. I was met with a belligerent, rude and aggressive, angry, staff. I told them my basement contractor told me that water would burst through the window and to call them. I was accused of pointing fingers at them, staffer claimed they were not at fault, not their responsibility. I told her we never had a flood in our basement prior to a huge hole dug at the foundation . It took 3 calls to get to the owner **** to speak with me, 5 days to come out and see the issue. They left a pump to prevent the third flooding of my basement. I had to hire a water restoration company and paid $1000 for the deductible. Work is still unfinished and the ground is sinking around the mess they left. It will cost as much as the egress window to fix this mess as to install the window. This was installed in August/September. I paid in good faith waiting for the completion and final inspection; this has not been addresses resolved, finished. I have requested reimbursement of the unfinished work which will have to be done by another. By the way they pulled a permit to do the work. They should lose their license for installation of egress windows. Shotty work, shame on them.

  

  Business Response

  Date: 12/21/2022

  We at **** handled this job and response poorly and let things compound themselves when better action could have been taken. We are actually usually very good with customer service and we will definitely be using this as a learning experience 

  Our installer noticed the water from when we cut the wall of her basement was not draining out of the hole as well as it should have. He dug down to the footing tile around the house and poked a hole in it as is typically done to let the water drain. After the completion of the install we would add a drain pipe into that hole with gravel in it and a cap on it to keep the debris out. This was not done here as our installer noticed that the footing drain was plugged, he did try and fix that but it seemed that it was more than just a localized clog near the hole. That problem is not normal but also not completely unusual. Our installer told us that he informed the customer about the clog and suggested that they should hire someone to clean out their drain tile. 

  I believe we were all on the same page until then. The customer was going to contact all flow plumbing to clear the drain but it seems our office thought they were accusing us of damaging their drain tile and wanting us to pay the bill for that. I do not think they initially wanted that. I do agree our office person did handle the call bad and should have listened and responded better. 

  We were not all aware that they were getting flooded until later when she spoke with me. We immediately went out and installed a sump pump to help prevent further flooding at that time while they waited to get the drain tile cleaned out. 

  We said after they cleaned it out that we would finish setting up the drainage in the bottom of the well. They wanted a "t" connection put in and we said we would. But it sounded like they had the drain cleaning company take care of that. 

  We should have went out there and physically checked that things were complete and working and complete but we did not. We were afraid of getting things muddled up more and only made things worse. 

  I know what we should have done and we usually do. We were a little afraid of the customer but that is a very poor excuse. 

  We have seen an estimate for the drain cleaning and they did ask for $6000.00 I believe. We are not responsible for their clogged drain but we will accept that we should have handled this better and we will refund them the price of the egress which was $6474.60, and will take care of whatever finish work needs to be done at their home for this egress window

  We sincerely apologize for their problems with this egress window system

  Please let us know if that is acceptable

  Thank You