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:08/30/2023

  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.

  The previous owner of my house had this company (Au mold and basement services llc) install a waterproofing system in lower level of the house and gave them a warranty on it when I bought the house the warranty transferred to me I called the business because I’m having an issue they won’t tell me what the warranty covers or the length of the warranty the guy won’t even come out to look at it he keeps refusing to honor the warranty and he gets very rude with me every time on the phone so I want them to come out fix the problem or pay for another company to fix it

  Business Response

  Date: 11/01/2023

  Home owner's complaint is false. We received his call and further directed him to our inspector/field director. The inspector spoke with him and gave him several dates and times and the home owner kept saying that each date and time would not work, saying that he would not get out of bed for the inspector to come in and look at it. The home owner works either second or third shift, I'm not sure which, but he seemed very unwilling to allow us to come and look at the issue. And the home owner is the one who was rude and yelling at the inspector, so the inspector said he did not have to be yelled at and hung up. We currently are not even sure if it is a warranty issue, since we have not been permitted to come see it. The home owner also will not allow his wife to let us in without him present and awake. We have very specific work hours, just as any company does, however we also are much more flexible than others, we do inspections from 8 AM to 8PM Monday through Friday, which is a very large window and is very accommodating to all home owners. We have had many who work second or third shift and are very willing to do what they must to take care of the problem in their home. The home owner will not do what he must to allow us to come in. And NO we will not pay for someone else to correct the problem, we do not even know what the actual problem is nor if it is even warranty related. 

  Customer Answer

  Date: 11/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: this is all a lie from the business I gave them my days off and they refuse to come out on any of those days which is either Sunday or Monday they wanted me to take off work or to come out in the middle of the night to look at it they can’t do that they have to come in they day they just didn’t want to come and look at it they know and admitted that it’s their fault and a warranty issue to me on the phone but yet don’t want to stand good to fix they are a business that does services for people and then offers a warranty they should either not offer a warranty or they should do what they need to do and honor the warranty in which they gave
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/13/2023

  If the customer did offer a Monday, then apparently the inspectors schedule was full for that day. And unfortunately the customer is lying and being difficult, we do not go to peoples homes any later than 7PM, which is not the middle of the night nor an unreasonable time since many of our customers work first shift. How important it is to this customer to have this issue addressed (and again I reiterate we do not even know if it is a warranty issue without seeing it) is reflective in his unwillingness to allow us to come to his home and look at it. And everything stated in my previous response is fully true and correct. We do not work on Sundays, our normal business hours are Monday-Friday, for inspections we have a schedule of 9AM to 7PM, he must be willing for us to come out within normal inspection hours. And he must call to schedule the inspector to come out, our schedule is very busy from week to week, so if he wants a very particular time within our regular hours then he may have to schedule out a few weeks. Still have not received any further phone calls to schedule from this customer since initial contact was made by inspector over 2 months ago. 

  Customer Answer

  Date: 11/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  I told the business of my schedule they flat out said it was not possible to come on any of those days and I cannot and will not take a day off work they have 52 weeks in a year and they will not schedule me in on any of them and they need to come at normal hours they did tell me several times they wanted to come in the middle of the night and told me I need to get out bed let them in that’s not gonna happen they are just lying to try get out of this so again my schedule days off are Sunday and Monday the business is just being difficult because they do shady work then don’t want to stand behind it so if they still want to be unwilling to schedule me to get it looked at then I will go to what ever means I need to for them to pay or make this right I’m not playing their games anymore so if they want then schedule me in one of my days off between the hours of 10am to 11pm
  
  
  Regards,
  
  
  
  ****** ****** 

  Business Response

  Date: 11/27/2023

  This customer is unwilling to work with us. And continues to reject our response. As you can see on the back of our warranty it states that we must be permitted to enter the property to be given reasonable opportunity to address the issue, if indeed it is a warranty issue. . Customer continues to refuse to contact us to schedule an inspection of the issue. His refusal to schedule an inspection makes us greatly suspicious of the claim being a warranty issue. We cannot do anything when someone is unwilling to work with us. 

  Customer Answer

  Date: 12/21/2023

  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This business is unwilling to honor their warranty I gave them a list of my days off and times they can only access the inside of my house on those days and times the business yet refuses to set up a day and time that will work they have 52 weeks in a year and they say none of them will work this makes me suspicious as to why they won’t look at it sounds like they know they did shady work and don’t want to waste their time to fix it I will not call them because every time I do the guy gets very rude with so he can send a written response to me with a day an time that will work as I stated in the past the days and times are Sundays and Mondays from the hours of 10am- 11pm
  

  
  

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

  Business Response

  Date: 01/23/2024

  We keep going around the same issue. The inspector provided 6 days and times that the customer insisted that he was unavailable. Perhaps the customer needs to be more open to allowing the inspector to come into the home to do the inspection to see if there is truly a warranty issue and maybe allow his wife to allow the inspector in to look at the problem. You cannot tell me that of a 5 day work week, of which there are 60 hours that we do inspections, that you are only available for 1 hour between 8AM and 8PM Monday through Friday. No, we do not email inspections, call our office phone number during our business ours and an inspection of the issue will be scheduled. The customer spoke with the inspector once, that is it, and has not called our office since the initial contact. We do NOT do ANY kind of inspections on Sundays because it is not within our normal operating/inspection days. So, call and schedule an inspection for a Monday with our office. This back and forth is ridiculous because the customer refuses to do what is necessary for his home. Either stop complaining or do what is necessary to allow our inspector to inspect the issue you claim to have. It cannot be determined whether it is a warranty issue without it being inspected, and if any tampering with the system has been done that voids the warranty. Read the back of the warranty, it is abundantly clear. If the customer is truly concerned about his home, then he will take the time necessary to allow an inspection of that home.

  Customer Answer

  Date: 01/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  This business is a joke they keep dragging this process out because they did shady work and now they refuse to fix it even though they gave a warranty they refuse to come when I’m home to do the inspection they keep having excuses as to why they can’t come are they afraid of me or something and every time you call the owner gets on the phone and is very rude and yells I don’t have to put up with that and it is not professional so that just shows what kind of a business it really is and I’m will to take this to the next step to get this solved so if the business wishes I will because I’m going to go the limit I need to so that this business isn’t out there doing this to other people they will not get away with this I have offered them several days and times to come yet they say they can’t come those days and times there is 52 weeks in a year and I’m off work every Sunday and Monday and will be around from 10am- 11pm that is plenty of time to get out and do an inspection and fix the problem the business doesn’t want to take the time because they know they aren’t getting any money so to them it’s not worth it they don’t care about their customers or the quality of work this is ridiculous that a person has to deal with a shady business like this if they really want I can pick a day and time have my lawyer send them a letter with that information if not they can respond with a day and time that falls into the days I’m off but it will be those days and times and not another day or time I’m not going to keep doing this and I’m not going to call and be disrespected by the owner either
  
  
  Regards,
  
  
  
  ****** ******