Reviews

Review Details

• Review fromMichelle M

  Date: 07/26/2024

  3 stars

  Michelle M

  Date: 07/26/2024

  Had a French drain system and sump pump installed. Work was done in little time but it wasn't exactly what the salesman ***** had us believe it would be after they were done. Rock left on floor and cement was not smooth is spots, did have them go over the areas I saw but now there are others and places where the track does not align. Then when asked about spray for mold/mildew crew knew nothing about and then did very quick to be done. Voiced my concerns with *****, the site project manager. He gave me card to fill out as they were packing up and at that point was upset that ***** had mislead us into thinking it would be more of a professional look when finished. Called and complained. *** who supervises projects did call me back. He explained how ***** was to call us about changing how they would go around water softening system and how utility sink could cause issue with warranty. ***** never called so ******* moved water softening system and now not sure what to do about utility sink. *** did say he would have someone come by once cement set to have replaced and would call to make appointment. I waited a week to hear from ***, then I had to call him. They can't come out until beginning of Aug which is fine. Now we have water pooling on edge of cement in several places so I took pictures and sent to ***. No response as to if this is normal or if there is an issue. Also *** said they would come back to respray for the mildew/mold but in our conversation it sounds like only a plumber coming out. So am wondering if the spray will even happen. Am disappointed in the workmanship. Now am more concerned with customer service since I am the one who is contacting them instead of them contacting me knowing that I am not a satisfied customer. Feel I should have done more homework and gone with the other company that was cheaper than Liberty Basement Systems.

  Liberty Basement Systems LLC

  Date: 07/29/2024

  ***************,I apologize that your experience with Liberty Basement Systems was not the WOW Experience we want all of our customers to enjoy. Please accept my apology and know that we will do our best to rectify that immediately. My Service Manager, ************************* will be calling you within the next sixty (60) minutes.

• Review fromBetty B

  Date: 04/22/2024

  5 stars

  Betty B

  Date: 04/22/2024

  Great company to work with. ***** was a God sent to me. He answered all my questions and he treated me like a family member. After the system was in I had other questions and one of the owners and one of the managers came out. Then after hours the manager and one of their techs came back out and installed the dehumidifiers I needed. GREAT COMPANY thank you for all your help. Great owner, great salesmen, great installers all were very polite and knowledgeable.

  Liberty Basement Systems LLC

  Date: 04/23/2024

  **********************,Thank you for sharing your experience with the public. I am thrilled to hear that you had a WOW experience from start to finish - something we strive for with every homeowner. If there is anything we can do for you in the future, please do not hesitate to reach out to us immediately!Have a fantastic day!

• Review fromJanica l

  Date: 04/17/2024

  5 stars

  Janica l

  Date: 04/17/2024

  Great company with great employees highly recommend. My sales inspector ************************** did an amazing job assessing exactly what my home needed.

  Liberty Basement Systems LLC

  Date: 04/22/2024

  ******************,Thank you for the excellent review of our company. We feel truly blessed to have ***** as an employee - he is truly committed to providing WOW service to all of the homeowners we work with on a daily basis. We will happily pass on your kind words to him. Please do not hesitate to reach out to us if we can do anything for your in the future!

• Review fromJonathan K

  Date: 03/05/2024

  2 stars

  Jonathan K

  Date: 03/05/2024

  About a week ago I just had a water guard, trench drain, and sump pump installed at my house. I was very stoked in that our basement/yard would be left in a condition that the crew was never at our house upon completion of the work. Initially we were informed that the work would be scheduled in the April/May time frame. An opening in the schedule allowed the install to occur a lot sooner. Wow! Awesome! Off to a good start.
  
  Upon Completion:
  
  1. Basement - Area work performed on the finished side of the basement. Prior to the work, every step was taken to prepare the work area, cover items in plastic, etc. We were also understanding that Liberty Basement Systems would also be taking the steps to protect the basement/our belongings. Upon completion of the work, the basement along with a lot of areas we covered, were filthy. Needless to say, the dust from the work carried upstairs and into our kitchen area (countertops, utensils, kitchen floor, etc.).
  
  2. Yard Drain Install - Left yard a mess. Needs to be better restored.
  
  3. Hole drilled through basement floor sill to run drainpipe outside - Not sealed inside or out. Saw dust from drilling the hole left behind along with the piece of ceiling tile left on top of the ceiling tile.
  
  A lot was said which sold us on choosing Liberty Basement Systems. If you have a finished wall system, you can't restore it completely to what it used to be because of their system. The system comes with a yearly service fee ($200) which they are willing to waive as result of my time and effort in cleaning the basement from their mess. REALLY $200!!! THAT'S IT??? Sounds like they don't trust their system if a yearly service is to be performed on it.
  
  Moral of the story, Liberty Basement Systems is all talk but can't walk the walk. They want to install and run. If this were me, I would definitely finish a job completely before moving on to the next.
  

  Liberty Basement Systems LLC

  Date: 03/08/2024

  Dear Jonathan,
  
  I appreciate you leaving a review on the BBB page. However, I was somewhat caught off guard by the content contained therein due to the glowing scorecard you left my installation team where you rated your installation team, sales inspector and overall experience as 10/10s. Regardless, I would like to individually address each one of your numbered complaints.
  
  1. I truly apologize for any dirt that was left behind in your basement. We do our best to limit the amount of dust and debris that are spread during the installation process, but our work areas are not sterile work environments, and we try and set up the proper expectations with our homeowners. It doesn't sound like we were as successful as we needed to be when completing this step. Furthermore, our contracts specifically state, "THIS WARRANTY DOES NOT COVER, CONTRACTOR SPECIFICALLY DISCLAIMS LIABILITY FOR, AND CUSTOMER HOLDS CONTRACTOR HARMLESS FROM....4) dust from installation. We want to get this squared away for you.
  
  2. Installing buried discharge lines after heavy rains can always be challenging. Our crews do their absolute best to make a finish buried discharge line look like it has always been present. We will reach out to you to schedule a tech to come out and spruce up the discharge line, so that it better meets your expectations.
  
  3. When our Service Tech is out to spruce up your yard, we will also have him take a look at the discharge line exit point and get that sealed.
  
  4. I am completely taken aback by your assertion that "they don't trust their system if a yearly service is to be performed on it." Surely you get your heating system serviced every year, and I would also imagine that whatever automobile you drive requires consistent service to keep it in optimal working order. Our system is no different.
  
  Mr. Kiechel, we value every homeowner we work with at Liberty Basement Systems. We try to be as proactive as possible to make sure our customers have the appropriate expectations about what their install will entail. We even go so far as to address many of the issues listed in your review in our contracts (expected levels of dirt/dust, expectations of landscaping when finished, and discussion of annual services. Unfortunately, it doesn't sound we did a very good job aligning your expectations with our work. We will reach out to you today to schedule a Service Tech to come out to your home and resolve some of the items listed in your review.
  

  Jonathan K

  Date: 03/17/2024

  Thanks for the feedback. 10/10? Do you think I am going to be absolutely honest with my survey when your guy is standing directly in front of me. I felt rushed to provide any kind of an appropriate response.
  
  Item 1. Warranty/no warranty, you are working in someone's house, and one would think that you are going to walk away with little to no residue of any signs that you were even there, especially in a finished basement. I would think as a contractor coming into someone's house to do work, that this would be highly considered as respect to someone's living space. There was on-going work being performed two houses up from my house the same time your crew was here performing the work at my house. Upon completion of the work two houses up from houses, I didn't even know anyone was at the house. A bit puzzling and alarming to me???
  
  Item 2. I am unclear as to why you would even rip and tear someone's yard after a heavy rain event to begin with. FYI, there was snow cover at the time this line was installed. I am a bit disturbed that your crew would even attempt to dig up a yard with snow on the ground. I understand you have a time frame to complete jobs, but this is a situation in my opinion that I would have come back at a later time to run the buried line when drier conditions were present to allow full restoration to occur appropriately.
  
  Item 3. Yes, the discharge exit point was never sealed after I even mentioned to your crew several times if this point was going to be sealed. The response in return was "Yes it will be sealed inside and out". Nothing was even done.
  
  Item 4. I don't completely agree with your assessment of performing a yearly service on a sump pump. An automobile is used daily. A heating system is used 4 to 5 months daily each year. The sump pump maybe runs every major rain event, in which ours has yet to even run and I would think other systems would function in a similar way. Not quit sold on having to perform a yearly service on someone's sump pump when it only operates maybe two dozen times out of a year, not every day.
  
  What was done was completely opposite of what we were sold on, which is why we selected Liberty Basement Systems to perform the work. For your crew to tell me that they clean our shelves even though it doesn't look like it, means your crew didn't take the time to clean, and restore our basement to the fullest. The shelves no less, the shelves. What about the floor? What about the dust that carried all the way through upstairs and into our kitchen? INTERESTING??? Again, A lot was said, that WASN'T DONE.

  Liberty Basement Systems LLC

  Date: 04/17/2024

  Dear ********,I apologize that you felt rushed when you left my company a 10/10 review on our Intercompany Scorecard. If you had taken the time to give us your honest feedback, your concerns would have been addressed immediately - without question. Instead, my management team reviewed your scorecard and assumed that you were yet another extremely satisfied Liberty Basement Systems customer. Response to your Item 1: We are in a dirty business. My crews take the utmost care in trying to limit dirt as much as possible, but we are very upfront about this in our contracts and during our initial consultations. Furthermore, I reviewed the pictures of your job site when it was done, and I wholeheartedly disagree(d) with your assessment of the situation. Despite my opinion, I still sent a crew back to your home to clean your basement a second time because we will always go the extra mile. Item 2: Many of our customers request that we not dig buried discharge lines in their yard and instead wait until there are more desirable conditions present. It has nothing to do with time frames - customer requests ***** our timeframes. Other customers do not care about the condition of their yard and will ask us to install the buried discharge no matter the conditions. You did not request that my crew wait. Again, our contract stipulates that we are not responsible for this, YET I offered to send a tech out to dress up the areas of your yard you are concerned about.Item 3: This has been addressed with the crew, and my Service Tech will correct this when he returns to your home.Item 4: We recommend having our water management systems serviced annually to proactively uncover any potential problems before they become real problems. If you do not believe this is necessary, it is your right to not have the service performed. My crews will continue to act responsibly and recommend these annual inspections Please feel free and reach out to us if we can be of any future assistance.