Complaints

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:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 paid for a French drain to be installed on the outside of my house on August 5th 2023. I also paid the same day in the amount of $2,300. The job was done and 2 days later a rain storm came and washed it all away. We called them back explaining that it’s not their fault but they can fix it at the cost of materials. So I agreed to this(even though I didn’t think it was fair as this is the type of situation this service is designed to help during.). Then for weeks and weeks they would keep coming up with excuses on why they have to push it back over and over. Then said that they were done with all projects and would get to me this week. Now they have completely stopped answering all my phone calls and text messages. I think this is completely unfair they took my money and the service didn’t even last 1 rain storm. I don’t want money back, I just want this project finished and would like help getting this taken care of.

  Business Response

  Date: 12/26/2023

  BBB spoke to the owner of the business and the following was relayed: We installed a french drain for this customer.  A couple days after installation, we had a bad, heavy rain storm that is not usual for our area.  The consumer contacted me and said that the drain was not working.  I tried to explain to her that the rain storm we had experienced was not ordinary and that a french drain is not meant to handle that kind of heavy rainfall.  The french drain was built properly and correctly and was functioning properly and correctly.   For example, if a contractor redid your basement and your basement flooded because of an extreme storm, that would not be the contractor's fault.   Regardless though, I told her I would come out and take a look. When I got out there, I discovered that the french drain had been pulled completely out of the ground.  She said her neighbor ripped it entirely all out.  I'm not sure why the neighbor did that.  She wanted a new french drain installed.  I explained to her - that it is not my responsibility to install a new french drain because the original drain that we installed was installed properly and her neighbor ripped it out.  That is not my responsibility.  But as a goodwill gesture, I offered to install a new french drain at cost- meaning she would have to buy the materials but I would not charge for labor or time.   She accepted this offer.  But she wanted it done immediately.  I explained that my schedule is booked solid and I would do this courtesy job for her as soon as I could fit her into the schedule.  I could not cancel on customers that were already scheduled for this goodwill re-installation job.  She wants it done now.   At this point, we are a week away from Christmas.  I will extend my courtesy, goodwill offer of installing a new french drain pipe for her at cost- she pays for materials and I will cover labor- as soon as the weather breaks in the Spring.  We will do the job first thing in the Spring when the weather permits.  

  Customer Answer

  Date: 12/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Yes he did say that he would do this for me. But this was since second week of August and time and time again after I Called, texted to get a new date because he kept canceling on me, he then just stopped answering my phone call and replied my text messages. And I also called another company about this and talked to them and they informed me that what he had done in no way helped my basement from potentially taking on water. He told me that the drain was too shallow and I essentially wasted that money on something that won't help. Also, his example of the contractor fixing my basement and then more water coming in, is irrelevant because it's not the same thing. His is a service to help prevent water from coming into the basement,  a contractor doing a rebuild in a basement is not waterproofing the basement. So that's a silly comparison. I also did not say my neighbor took up the French drain and ripped it all up. After the day that heavy rain came, the French drainage was completely exposed and ripped, my neighbor was taking the ripped French drainage and put into the trash and helped me cleaning that area. I think it's insane that I not only paid for a service to help prevent water from coming in my house, but the 1st rain storm it faced it not only failed to prevent water from coming in, the work they did completely came up. They gave zero warning that this was a possibility. It's outrageous that I have to pay for more materials because they failed to do their job correctly. And because he continues to come up with excuse after excuse on why he can't come, now I have to wait another 4+ months for anything to be done? Incredibly unprofessional and I would never recommend this company.   Regards, **** ***

  Business Response

  Date: 01/08/2024

  Also, there was never a discussion about the French drain being a “waterproofing” solution to her basement. The French drain was installed in a swale between her house and the neighbors where water was pooling. The drain was installed correctly. The trench for the drain was excavated 12-16 inches with a base layer of permeable stone at the base of the drain, a 4” perforated pipe was installed on top of that stone and 3” of stone was installed on the pipe followed with fresh top soil. Both down spouts were tied into French drain which the French drain led to a 4” correlated pipe 15ft from the house towards the road with a pop up cap installed for the water to escape. Of course after 8” of heavy rain fall in less then 24 hours it would look a lot different and may seem it wasn’t deep enough with the dirt being washed out and the loose soil falling into trench. The main issue was when we first came out the following day and seeing the pipe removed from the trench and then the pipe went missing when we came back to reinstall.  I don’t like having a customer who isn’t satisfied but I also do not like taking blame for something that wasn’t in our control and being told it’s because it wasn’t installed properly.  We would be happy to come back in spring and resolve this issue. Keeping in mind there is a lot more work that needs to be done. The trench will have to be cleaned out again as well as all new materials. We would be willing to come back out and complete the job again for half of the original cost with materials and labor included. $1,150 with no additional cost for materials to the customer.  It is a very unfortunate event and I completely understand their frustration after spending a good amount of money and having it be destroyed by Mother Nature. I hope this is something that can be worked out and get this solved.  

  Customer Answer

  Date: 01/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I am not happy with this resolution.  He says in that response that he will do the job for $1,150, how can we guarantee that he won't install it and in a week, or a month, or 6 months it won't all be washed away again? And he said in a text that he won't charge for labor and only materials, and that dirt and stone would be around "$250-300". Where is the other $850 coming from? If he can't guarantee that what he does will last the next rainstorm,  or the next, why would I pay another cent for that? His company doesn't back their work or guarantee that what they do won't come up at any time? I am 100% not paying another $1,150, that's outrageous.  Something else needs to be worked out.  Regards,  **** ***