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Business Profile

Waterproofing Contractors

Keystone Basement Systems and Structural Repair
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 4 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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  • Initial Complaint

    Date:09/13/2022

    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.
    always get a guarantee! promise to help with the water issue. paid 8,000 00 to only find out they don't know what the issue is and I need to search for another contractor. The owner now tells me the contract states ceilings are not covered And the step area is considered a ceiling. So they took me for 8,000.00 and they never planned to fix my water leak? Finish the job..they advise I contact another contractor. It's thier job they need to finish it

    Business Response

    Date: 09/19/2022

    This is an unfortunate situation. We inspected **** ****** home on November 23, 2021 where we found signs of water trapped in her walls and water intrusion on the floor which is common in a house of that age where the external waterproofing is no longer working. These types of problems are considered below grade issues where water is coming through the parts of the house that are under ground. We designed a system to release this trapped water and get it out and away from the foundation. Unfortunately, there is another above grade problem that **** **** *s experiencing where water is actually coming through her concrete steps and dripping down from the underneath section of the steps. Our system is not designed to handle issues like this as there is no proper water management method for ceilings other than replacing he surface outside that is meant to be waterproof or by covering the outside area to direct the water away from the steps. Concrete steps are designed to not allow water through them but over time will break down to the point that water penetration is a possibility and at that time, the only real option is to replace the steps to regain that waterproof attribute again. 

    **** **** has claimed that we told her that the system we installed would also stop the water coming from the steps. This is the unfortunate part of the situation as we do not ever want our customer to be confused on what our system can and cannot do. Our process accurately describes what the system is meant to handle but if there is any confusion during our initial interaction with **** **** then we sincerely apologize for that fact as we pride ourselves on educating every customer that we meet. KBS even visited **** ****** residence multiple times after installation to do extra work at no additional cost to help try to create a temporary solution for the leaking ceiling water. Every step of the way, we did inform her that even if the temporary solution worked it would not last for a very long time and the correct fix would be to have the steps replaced. We did not charge **** **** to do any work on her steps and our paperwork states exactly what our system was designed to fix. 

    We do hope that **** **** would get the steps fixed so that everything would work in unison to keep her basement area dry and perfectly usable for her. 

    Customer Answer

    Date: 09/19/2022

    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.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,
    * ****


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