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:09/25/2024

  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.

  Description:
  Constituent had work done on her basement and after the project was completed, the basement flooded
  after it rained. Constituent said her husband noticed the cement was laid improperly and will need
  replaced. Constituent has not been able to get ahold of the company.

  

  Business Response

  Date: 09/25/2024

  In Response to ****** *******' Complaint Against Mid-State Basement
  Systems:

  
  We value the opportunity to clarify the situation regarding ****** *******'
  experience with our company.

  
  Timeline of Interactions:
  Initial Estimate: Our first interaction with Mrs. ******* took place in October 2021, when we provided an estimate for basement waterproofing services. At that time, she chose not to proceed. In January 2024, she contacted us again for a revisit, but once again decided not to move forward.

  
  Contract Signing (May 2024): On May 21, 2024, Mrs. ******* reached out to us due to water issues in her basement, and on May 31, 2024, she signed a contract for the project totaling $17,261.66. She applied for financing through ********* but was not approved for the full amount due to debt-to-income ratio constraints. A counteroffer of $17,261.66 was provided as a conditional approval, but the application was not completed. ********* representatives made multiple attempts to contact ****** ******* and her husband ***** but never received any response.

  
  Financing Issues: Mrs. ******* reapplied for financing on July 19, 2024, after the previous offer expired. Due to a FICO score change, she was only approved for $12,500. She did not inform us that this lower amount had been accepted prior to the start of work. On July 22, our crew arrived to complete the project as per the original contract, unaware of the financing shortfall. The work was completed as agreed, and Mrs. ******* expressed satisfaction during the final walkthrough on July 24, 2024.

  
  Post-Completion Issues:
  Dryer Vent and Washer Concerns: On July 26, Mrs. ******* called regarding her dryer vent being covered and a leaking washer. Our technician promptly addressed these concerns, and on July 31, we revisited the property to make further adjustments.

  
  Additional Services Provided: In addition to the contracted work, we installed a CleanSpace wall system at no additional charge to address Mrs. *******' concerns about the stained walls in her basement. On August 7, we also extended the trench drain at the front of her house. Both Mrs. ******* and her husband, *****, confirmed their satisfaction during multiple walkthroughs.

  
  Water Entry Through Garage and Floor Drain:
  On August 7, ***** ******* pointed out water coming through the garage door frame, which was outside the scope of our work. Though this issue was not part of our service, we discussed potential solutions.
  On September 10, Mrs. ******* reported water coming into the basement through her floor drain. As this is outside the scope of our contracted services and not something we worked on, we advised her to contact a plumber for further investigation. This recommendation was reiterated multiple times.

  
  Final Resolution and Current Status:
  On September 17, our company owner, *** ******, personally visited the property to review the completed work. It was determined that the project was completed as per the contract and no further services were needed. The water issue continues to stem from the floor drain, an area we did not touch.
  Despite the successful completion of all contracted work and additional services provided at no cost, Mrs. ******* has not made any payments toward the project. Due to the lack of payment, we have filed a mechanic's lien on the property. The lien notification was delivered and signed for on September 24, 2024.

  
  Throughout this project, we have remained responsive to Mrs. *******'
  concerns, with documented calls and visits to the property to ensure
  satisfaction. We believe the claim that she could not reach us is without
  basis.
  Mid-State Basement Systems fulfilled its contractual obligations and went
  above and beyond to address issues that were not part of the original
  agreement. Unfortunately, due to non-payment, we were forced to take legal
  action to protect our business.

  Customer Answer

  Date: 05/09/2025

  Company refuses to come back and clean up the dust out of vents and up in top of basement. They lied and said our belongings would be covered and a dust suction machine would be used to take dust outside. They did not use one; dust is in our furnace causing it to act up and dust is coming up through vents.

  Desired resolution:

  I feel it would be fair for them to come back and clean out ducts and vents and dust that is everywhere, our upstairs is a mess and it does no good to dust or set out items.

  (What is my complaint pg. 2)

  I have never had to deal with such uncaring people in my life, all the money that company makes I cannot imagine. I feel they should live up to their word. We have had the company come and check our furnace and it was just put in before they came and did do what they said. I think is is a disgrace and the community and the man that claims to b uprighyt and will make it right! I think we should be able to get a refund on all the things they did wrong, and know it! I even took pictures when my husband was standing in water up to his ankles 2 wks after they put the system in. What a disappointment!

  Thank you and I hope this will tell others beware and I think it should be put on the TV as well!

  Also to add this weekend, or basement flooded again! 5-3-25

  Again, Thank you

  Sincerely, ****** *******

   

  

  Business Response

  Date: 05/21/2025

  Management from Mid-State Basement Systems has visited Ms. ****** *******’ property on multiple occasions to address her concerns. At no point during those visits were complaints about dust related to our work mentioned.
  
  
  There are several other ongoing projects in the home that were not performed by Mid-State Basement Systems. We have made appropriate recommendations regarding her current concerns, which are unrelated to the services we provided.
  
  
  Ms. ******* does not currently have an active warranty with our company, as her account remains unpaid. Without full payment, we are unable to offer warranty coverage or additional service.
  
  
  Due to multiple slanderous comments made by Ms. ******* on our supplier’s social media accounts and repeated harassing phone calls to our office, all communication and documentation related to this matter has been forwarded to our legal counsel for further handling.

• Initial Complaint

  Date:05/16/2024

  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.

  Last Spring, I paid cash to have them waterproof my basement. I began to have problems immediately. My basement was full of water. I called to let them know. A little guy came out and said it wasn't their problem. Then he went to the basement, and said the water came out of the old water heater, adn he was taking pictures. I called them and asked them to send someone else out. 

  I explained that water is coming out of a tube, and they said they would not come out, that I should get a plumber.

   

  

  Business Response

  Date: 05/21/2024

  We are writing in response to the complaint submitted by ***** ******** regarding the work completed at her residence in February 2023.
  
  
  Upon receiving her report of water in the basement, we promptly dispatched a service technician on May 6, 2024, to investigate whether our system was malfunctioning. Our technician’s assessment revealed that the issue stemmed from a leaking hot water tank and main water pipe, both of which were unrelated to our installation and services. These components were not serviced by our team and therefore fall outside the scope of our warranty.
  
  
  During the visit, our technician attempted to document the issue with photographs for our records. Unfortunately, Ms. ******** responded angrily and threatened to release her dogs if he did not leave immediately.
  
  
  Our warranty, which Ms. ******** acknowledged by signing, clearly states that it does not cover issues related to condensation, plumbing leaks, and other specific conditions. The relevant section is as follows:
  
  
  “This warranty shall not apply to: condensation, or any system that has been altered in any way, water vapor transmission, concrete discoloration from capillary action, window well flooding, plumbing leaks, surface water flooding, leaks from chimneys or garages, or efflorescence (white powder) on concrete. Contractor cannot be responsible for peeling paint, water once pumped from the house, dust created from installation, damage to hidden fuel lines or plumbing, or frozen discharge lines without an IceGuard. Floor cracks are warranted against leakage with full perimeter WaterGuard systems only. Water vapor from thin (less than 2” thick) concrete slabs is not warranted.”
  
  
  We have attached a copy of the signed warranty for your reference.
  
  
  We explained to Ms. ******** on multiple occasions that the water issue was due to her hot water tank and main water line, which are outside our responsibility, and advised her to contact a plumber for these repairs. Her behavior towards our technician was unacceptable, and we informed her that we would not be returning to her property due to the threat made.
  
  
  After these communications, Ms. ******** chose to file a complaint with the Better Business Bureau. We maintain that our system was not at fault and that our team acted professionally and within the bounds of our warranty.
  
  

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Mid State did a foundation repair on my home on 6/26/23. In the process did some minor damage to the stucco on my house and they did agree to repair but no action has been taken to date..

  

  Business Response

  Date: 08/30/2023

  This repair was completed to the customer's satisfaction on Monday, August 28th. The company that was used to repair the stucco was on a backlog and took longer than expected to get done. The homeowner was present when the repairs were completed.

  Customer Answer

  Date: 09/08/2023

  9.8.2023 BBB received vm from consumer stating the business has addressed his complaint.