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Business Profile

Basement Waterproofing

Neverwet Basement Waterproofing
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/24/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had NeverWet do basement waterproofing on my home. There is water entering through the walls in one area. I contacted them and they sent a rep out to look at. They commented that they would bring out additional fill dirt, because settling had occurred, and this was my issue. I contacted them in 2022, calling at least 5 times and was promised resolution which did not happen. I called again in 2024, and again no follow up or resolution. I am seeking to have the fill dirt done at no expense to me, as I was promised.

    Business Response

    Date: 11/14/2024

    Job was completed on October 25th and Customer ***** ***** was extremely happy with the work that was done. see attached photo

    Customer Answer

    Date: 11/14/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    ***** *****

  • Initial Complaint

    Date:10/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Paid for a service, never received the work and now after 4 months of chasing the company down for a start date for work to be done I cancelled the job to go through a different company, but Neverwet refuses to refund the money despite them not fulfilling their end of the contract

    Business Response

    Date: 10/02/2024

     I have forwarded you the contract front and back which he signed. We gave him 3 business days notice of cancellation per New York State law. 
    Mr ******** ******* signed a contract with us on June 5, 2024, he was informed at the time.
    Neverwet had a backlog of 2 -3 months and Kevin would be getting a hold of him closer to the time of install for a Pre inspection. 
    On 8/14/2024  Kevin left a message to meet him for a pre-inspection on 8/20/2024. On 8/20/2024 Kevin met with ******, his wife, and we were ready to install the job in the beginning of September.
     On 8/22/2024 Mr *************** called Kevin and said he had a second opinion and wanted to change things up. 
    Kevin told him we would have to take him off the schedule and he said he would be available on Friday and Saturdays. Kevin explained he was going on a trip and he would call him when he got back. Kevin left him several messages and he never returned his calls. Approximately 9/13/2024 he called to cancel the job. He called on 9/30/2024 and wanted to speak to someone regarding getting his deposit back.
     On 10/1/2024 Neil called Mr *************** he stated he wanted his deposit back to which i informed him he had a signed contract with neverwet and he was given 3 days of cancellation per New york state law and he was outside the recission date. He informed me that there was nothing on the contract about that. I told him I am looking at the contract right now where he signed giving him the 3 days right of cancellation. 
    He then started using abusive language towards me to which i replied if you cannot talk to me in a civil manner there is no point in continuing this conversation. He continued talking to me in the same abusive manner and then I then disconnected the call.

    Customer Answer

    Date: 10/17/2024

    I no longer trust neverwet basement to do any work at my house, so I will not allow them to do the work any longer.

    Business Response

    Date: 10/28/2024

    Neverwet Basement is more than happy to honor the contract and to fulfill the job as we have already completed a pre inspect for the installation of the job with Mr **************** wife

    Customer Answer

    Date: 10/29/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I cannot trust Neverwet to actually fulfil their end of the contract. after months of repeated push back on start dates, and then being told by the company that the communication was my fault, I no longer wish to have any business with this organization, other than them to refund the money for a job that was never done.

    Regards,
    *********** ***************

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 contracted NeverWet for our wet basement. Part of the system was a battery back up system for our sump pump. A random check by **** found the system was defective causing overheating to the battery causing outgassing. Kevin at NeverWet came and took our unit 2 months ago, against our consent, and has not made plans for a replacement.

    Business Response

    Date: 08/11/2022

    I am very confused why we would get this complaint as the warranty for the back up system expired in March of 2022, but as a good will gesture we took the part that was not working ( the inverter) and sent it back to the manufacture on the hope they would warranty and fix it. This was done with the full permission of **** ******* who contacted us and  on June 23 2022 we picked up the unit and sent it back. She asked us to call her husband and explain what was going on, we called him and left a message and he did not return our call. I believe we have gone above and beyond what we needed to do for MR *******

    Business Response

    Date: 08/19/2022

    Business called and stated that the complaint has been resolved.

    Customer Answer

    Date: 08/19/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to once again thank Niel for his help on this matter despite his associate's inability to do so.



    Regards,


    ****** *******








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