Complaints

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• Initial Complaint

  Date:10/22/2024

  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.

  10/2021 Zelica waterproofed my basement, thus came with a 10 year warranty. Unfortunately had to call them every year since then with water entry issues. They put in a drain inside and sump pump this year 3/2024 because water intrusion was extensive.9/27/2024 reached out to Zelica via email with photos of major water intrusion from Hurricane ******. No response, in the dozen times Ive reached out to them over almost 3 weeks. There is a warranty on the product, if the waterproofing of my basement didnt work, it needs to rectified to not leak ANY WATER AGAIN.The owners wife, *****, seems to be deluded that they are not responsible for fixing water entry.befure this has to go to court and cost them A LOT more money than it would fixing it, Id like to know that ***** and her team understand what a warranty is and live up to it whole heartedly.

  

  Business Response

  Date: 10/23/2024

  Zelica Waterproof and Encapsulation did an exterior waterproof October 2021. This work was done on three walls of the basement (back & two side walls). While working client was made aware of the deterioration of her masonry brick. The team proceeded with the waterproof service and applied generous amount of membrane on the wall. The client contracted a Gutter specialist, and they cleaned out the gutters. Client reached out to us on September 6, 2023 saying that the French drain we installed was not working. A team was sent to the homeowners home. The french drain was clogged up from flushed leaves debris and roofing debris. The team cleaned out the drain. Client was informed of the occurrence. Client contacted us informing that she was having water intrusion in her basement. The team was sent immediately. The team observed that the client was getting water from the front wall of her basement. The water enters through the front wall and runs to the lowest level point of the ground. Since we did not work in this area no warranty applies. The client refused to accept our response. In order to deescalate the situation, we installed a free of charge interior drain with an electrical sump pump in her front basement wall. Client had flooding in her basement during hurricane ******. Due to the lack of electricity, signal and no internet connection we responded on October 16, 2024. It was made aware to the client that with the ***** inches rain water, basements are vulnerable to floods and water will make its way to the basement through areas not waterproof, doors or windows etc. We have no control or responsibility for natural disasters. Client requested additional services for free. We offered 3 different appointment options to inspect our exterior waterproof service and  informed the client that if she wanted additional services, we can provide quotes. Client did not choose any appointments offered, client expects for the company to do additional services for free.