Complaints

This profile includes complaints for ARK Basement Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ARK Basement Services, Inc.

  532 Broadway Blvd Pitcairn, PA 15140-1449

  
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  ARK Basement Services Inc

  4326 Avondale Ln NW Canton, OH 44708

  

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:02/18/2025

  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.

  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.

  The "solutions" they have offered pose an additional significant cost to us and are more of the same.  My complaints are as follows:

  1. The warranty states that if the wall continues to bow inward, that this would be repaired at no cost to us.  There have been no solutions presented of no cost to us.  To the contrary, they have quoted estimates of over an additional $1500 to us. Also they tried to call it "settling" of our home--which is not the case.  Our home age is well past the "settling" time period.  

  2.  They have sent us through multiple persons, each one telling us something slightly different about the potential cause.  

  3.  This solution (since they are supposedly basement experts) should have never been presented to us as an option.  Our solution going forward will need to be replacing the wall.  This like would have been the best option to begin with. Since the wall continues to deteriorate horribly, I can only say that the *** should not have presented this solution as an option.  We were depending on their expertise, which was a serious and costly mistake.  

  For the above reasons I have asked for a full refund.  The *** has told us that that if we were to sue them, that perhaps they would refund us.  So it seems that they are NOT willing to stand by their work. 
  
  Regards,
  
  N ***** ******

  ork initially done. We do NOT trust them to repair, since they have been not forthcoming or accountable for their failed work to date. Full email communications with them could be made available upon request.

  Business Response

  Date: 04/07/2025

  We have been working with the customer and ******************* to supply some answers for the customer. We have proposed several options to correct the issue, and the customer has chosen not to move forward with those options. Should the customer have additional questions or concerns they can reach out to Ark Basement Services, and we can assist them further. 

  Business Response

  Date: 05/12/2025

  Ark Basement Services originally visited the customer in 2018 from an Erie Home & Garden Lead. We originally sold them four Rhino Carbon Fiber Straps for $3100.00 and installed them on September 5, 2019. Following the installation of the Rhino Carbon Fiber Straps it was discovered that one of the straps adhesives was tacky and did not set up properly during the installation. **** (Service Manager) installed an additional strap next to the one in question to correct the concern during the November 14, 2019, service call. 

  Another service call occurred on December 17, 2019, where the customer again notified ********************** of the strap still feeling "Tacky." **** (Service Manager) went back out again to address the concern and found that the strap needed additional epoxy added in which he applied. Following this service call Ark Basement Services had not hear from the Wilsons until mid 2024 and an appointment was scheduled for ****** ************* Manager) to look at the strap installation and assess if anything needed to be addressed. The straps were installed properly, and the wall was still bowing inward as the Rhino Fiber Straps sole purpose is to stop any additional movement in the wall. Other options were discussed to help push the wall back should they choose to go that route for an additional $800.00 per Power Brace. The customer chose not to move forward with additional measurements to better their homes foundation.

  We sent over all the concerns from the customer to ***** and they reviewed the customers concerns. I have attached those files to this response as well. At this time Ark Basement Services has offered a way to help stabilize the wall to better the foundation and the customer has chosen to not accept those options. 

   

  Kind Regards,

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

  Operations Manager

   

   

  Customer Answer

  Date: 05/13/2025

  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 am not absolving *** of the following:

  1. They gave us the WRONG solution for the problem.  I have attached the current condition of the wall in question, which has SIGNIFICANTLY deteriorated to the point that the cement blocks are breaking and we are experiencing water problems in our basement. There is significant bowing/bulging in areas adjacent to the Rhino strips.   I was depending upon their expertise in this area to RESOLVE the problem--not to just hold the wall as it continues to degrade and bulge--even in new areas, etc. What kind of a "solution" is that? 

  2.  I see that they had some questions on the "coating" of the strips.  I am not sure what they are talking about.  The only "coating" we put on was paint.  I asked them about this and they had told me that this was perfectly acceptable. 

  3. The continual run-around we get from them and the estimates of new cost to us to do more of the same are not congruent with our original warranty.   Any fixes were supposed to be life time--with repairs no cost to us.  At this point, we are looking at a $20,000 REPLACEMENT of the wall, because their initial diagnosis was WRONG and the wall continued to degrade.  Yet I get this continued finger pointing at us for the continued problem.  At first it was the "house settling" (which is not the case), the "coating", and much more.  Again, this was up to THEM to give me the diagnosis and the appropriate repair to the wall.  The expertise was supposed to be theirs. 

  Again, all I have asked for is my initial cost returned to me. This has been denied.  I am surprised that the ***** company stands beside them, since, as I told them, I believe they have used their strips in a wrong situation where the solution was something else--that "something else" has ballooned into a $20,000 total wall replacement now.  

  I would NEVER recommend the *** Basement systems as a reliable group to work with .  We had troubles (as you see in their own emails back and forth to Rhino) even with the initial install....right forward to this very day.  My complaint stands. 
  
  Regards,
  
  N ***** ******

  Customer Answer

  Date: 02/19/2025

  Here is the document you requested 

• Initial Complaint

  Date:11/21/2024

  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.

  The date of the transaction was 8/6/24. The amount was $500. They came by to give me an estimate about mold on my paneling in my basement. They told me I needed an indoor french drain and sump pump, however, I never had water in my basement only mold. I gave them the $500 deposit but they did not tell me I had 3 days to cancel to get my money back otherwise, I would not have given them money. I did sign a contract. After a week or so, i found out my outside down spout had a huge crack which was draining into my basement. It was fixed and the drain is pointing away from my house. This was fixed by someone else in September. I have not had any water in my basement. I feel like they mis lead me on what I needed. I would have paid for something I did not need. I called to ask for my money back but they said no. I don't mind for paying for services but this was misdiagnosed.

  Business Response

  Date: 11/22/2024

  Ms. ******** scheduled to have an estimate with Ark Basement Services on August 6, 2024. During this inspection *** ***** found mold/moisture coming into the basement low, which is an indication of hydrostatic pressure building up underneath the home's foundation. This typically results in moisture finding a way into the homes foundation as you can see with the attached photos. *** did look at the customers downspouts while at the appointment and did not see any evidence of the downspout being the cause for the moisture entering the home. Ms. ******** decided at this appointment to go ahead and proceed with scheduling and paid her $500.00 deposit. The job was then scheduled for August 26, 2024, and materials were ordered for this installation.

  A week prior to the customers installation date, our office staff called to verify everything was ready in preparation for the customers installation and to go over the time the installers would be there to begin the installation. It was at this point the customer needed to reschedule the installation and chose to move her install date back to September 27, 2024.On September 9, 2024, the customer reached out to the office to place her job on hold and would call us with a good time to reschedule. Ms. ******** then reached out to the office as well as *** ***** on October 8, 2024, to cancel the job entirely. It was then discussed that there would be no refund as she canceled outside of the rescission time frame and materials were ordered for install. *** ***** informed her that we would lock her price in for one year. (The contract pictured above shows where Ms. ******** signed in agreeance to the terms and conditions of the contract.)