Complaints
This profile includes complaints for Missouri Basement's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/10/2023
Type: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.
We chose Missouri Basement to fix our foundation spalling problem. When the workmen left the carbon fiber repair had a crude look. I had been given assurance that with two coats of paint the work would look OK. This This turned out to be untrue. The coarse weave of the patches and sharp edges are quite visible. The internet stated that with an epoxy coating thick enough to give a smooth finish, the repair will have an unobtrusive appearance. We asked Missouri Basement to send back the workers to apply the patch concealing epoxy coating. We were refused with the representative saying " I didn't promise smooth" He also expressed satisfaction with the appearance of the repair. I Have 70 feet of exposed carbon fiber patches on the exterior of my house and another 35 feet inside. That Missouri Basement has received good customer reviews just adds to my frustration.
Business Response
Date: 09/18/2023
We are sorry that Mr. ***** is not satisfied with the texture of the carbon fiber repair. However, we installed the product according manufactures specs, the same process and finish as the 1,000's of linear feet we've installed since 2008. Mr. ***** stated that "The internet stated that with an epoxy coating thick enough to give a smooth finish". Perhaps Mr. ***** confused our product with a competitors product? We use a penetrating resin as opposed to a surface applied epoxy paste. This penetrating epoxy resin is what makes our repairs so much stronger than any competing manufactures product. We cannot "build up" our resin to create a thick, smooth surface, the resins would just end up running down the wall and creating a mess on the floor. We always suggest a thick masonry paint, such as Drylok to hide the repair if the customer so chooses to do so.
Missouri Basement has fulfilled it's contractual obligations with Mr. ***** and will continue to honor his warranty should the need arise due to performance of the repair.
Customer Answer
Date: 09/27/2023
We were away on vacation. Missouri Basement dismisses our complaint about the carbon fiber repair being ugly in that the parches are exposed even with two coats of paint. We were shown a repair that they had done on another house but the photo was deceptive. In that repair the patches ran from below shingles to the ground and had a uniform appearance. Not very attractive but better looking than our partial foundation repair. I could find no photos on the internet showing a completed and painted carbon fiber repair. I plan to seek information from other carbon fiber repair contractors as to what their finished repair jobs look like.
Furthermore, the representative's response to our review was unprofessional and did not accurately reflect our encounter when he came to our home to look at what we were complaining about.
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