Complaints

This profile includes complaints for '58 Foundations & Waterproofing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  '58 Foundations & Waterproofing

  198 Metro Dr Spartanburg, SC 29303-2754

  
• 

  '58 Foundations & Waterproofing

  480 Old Greenville Road Spartanburg, SC 29301

  

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:02/13/2024

  Type:Order 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.

  Repair # *********
  
  I contacted 58 Foundations regarding recurring flooding in my finished basement. The salesman suggested I have a drainage system installed. After the work was completed, my basement was left in an unsatisfactory condition.
  
  The stairway platform and final step were missing. I knew they would have to remove the stairs for this work but I was not told that the stairs could not be reattached. I had custom-made steps and a platform at the bottom of the stairway and was unable to replace them. Nails were also left exposed from what was left of the stairs, an obvious safety hazard. Custom tile was also destroyed.
  
  There was wood paneling on the bottom half of my basement walls. It was not explained to me that this paneling would have to be removed prior to the work being done. Rather than removing the paneling, the work crew sawed through this paneling, leaving my basement in an unsightly condition. Pictures are attached.
  
  My carpet and walls were also damaged from mud stains. It appears that the floor should have been covered with plastic but it was not. There was also debris left in the work area.
  
  I contacted the company after this occurred and was not satisfied with their initial offer of resolution. I later called several times and messages were not returned. Finally, someone called me and said they would send me a check for $400. I wasn't satisfied with this amount but they did not offer to negotiate. I have spent almost $5,000 repairing the damages and the basement still doesn't look anywhere near as good as it did before.
  
  The company has tried to argue the fine print of the contract with me. My contention is that the contract is too long and complicated to be read while a salesman is waiting on a signature. It also should have been incumbent on the salesman to explain that my basement would be defaced prior to my agreement to authorize this project.
  
  As an elderly widow, this situation has caused me significant stress.

  

  Business Response

  Date: 02/20/2024

  We have discussed this matter with *** ******* (the customer/homeowner who signed the contract) and her son (who submitted this complaint) at length. The issue stems from verbiage in our contract that states that the customer is responsible for replacing components that needed to be removed from the wall/stairs in order to install our system. The customer expressed this was not clear to her at contract signing. As such, we issued a $400 refund to help offset replacement costs due to the confusion and to ensure customer satisfaction which the customer agreed to in October 2023. We thought this issue was resolved until filing of the BBB complaint this month. Upon receipt, our General Manager called *** ******* and she confirmed the system we installed was working and that she has had no water issues. We informed her of the BBB complaint and she stated it would be best if we spoke with her son. Our General Manager got in touch with her son who expressed that while he wasn’t there for the conversation between our salesperson and *** ******* when they discussed what takes place when installing our system, he advised he is seeking our company to cover at least 50% of the cost to replace the interior components that were removed from his mother’s home during installation. He did not have any estimates to share with our General Manager at the time and was unsure if *** ******* had any receipts for the work that had already been done. When we spoke with him on 2/13/24, he advised that he would work on getting us an estimate.

  Customer Answer

  Date: 02/28/2024

  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. 
  

  I spoke with a company representative who requested that I submit invoices for the associated repairs. I sent one invoice for repairs made by a handyman for $3,972.14 and I sent them the amount of a charge she received for tile of 850. I have requested that he send me an invoice but he has said he is busy and will get to it when he can. So the total of these two invoices is $4,822.14.

  The company asked me to send copies of invoices and said they would review them and get back to me but I have not yet received a response. My deadline to reply to the BBB was today so I am still classifying this as not accepting their response, although I am still hopeful that they will work with me on this. 

  It was my understanding that the previous payment of $400 that I received was to cover the cleaning of carpet and walls due to mud left on them. The charges listed above are for the structural damage incurred to the stairs, tile, carpet, and wood paneling during the work.  

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

  

  Business Response

  Date: 03/07/2024

  The ******** agree that the waterproofing system we installed is working well and keeping *** ********* basement dry. We also have signed completion paperwork from *** ******* that he approved the final payment arrangement.
  
  The BBB complaint now addresses additional other costs *** ********* son would like us to reimburse, including the replacement of part of the drywall and bottom steps that was done to expose the concrete basement wall where our system was installed. Without such removal, we can’t install our system. Our approach was explained when we were hired to do the work and also outlined in the signed contract, that the customer is responsible for the replacement of items removed for installation.
  
  This is not a unique situation to the *********. We are experts at installing basement waterproofing systems, but we always require our customers to be responsible for replacing items that need to be removed for us to do our work. The "damage" *** ********* son is asking us to reimburse is not damage, it was purposely removed so we could install the system.

  Customer Answer

  Date: 03/12/2024

  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. 
  
  
  The company has stated that I should have been aware of this due to the language of the contract. However, I would reference page 7 of the contract which states "The responsibility for removal and replacement of the following items is shown below." 

  Steps/stairway platform            58 Foundations

  Paneling/plaster studs              58 Foundations

  Some other items are then listed that are the customer's responsibility. Then, at the end, there is a note that says "Customer is responsible for replacing items removed as a result of install."

  My understanding of this language was that the steps and paneling would be removed in such a fashion that they could be replaced afterward. Instead, the steps were removed and disposed of and the paneling was sawed in half. Had this been explained to me beforehand (or clearly explained in the contract), I certainly would have had these items removed, as they were damaged beyond repair. 

  
  I do acknowledge that the fine print of the contract on page 9 states that the contractor is not responsible for damage to finished walls, but this is in fine print and contradicts the language on page 7, which is the portion of the contract that is practical to read. I do not believe that it is reasonable to expect a customer to read this fine print section while a salesman is waiting. I was also pressured to make a decision right then rather than later, as I was told that the price was only good for that day. I also believe that it was incumbent upon the salesman to explain all this to me more clearly, as an elderly widow who had just lost a 17 yr partner and was not experienced with having this type of work done.

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

  

  Business Response

  Date: 03/22/2024

  We have proactively reached out to the customer's son to clarify the contract and our terms. He let us know that he is consulting a contractor on the needs of his mother's basement and is waiting to hear back and that he will get back to us next week once he has more information. We look forward to resolving this matter when we hear back from him.

  Customer Answer

  Date: 03/29/2024

  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. 
  
  
  I am making some progress in negotiating with the business. I think we are close to resolving the matter but do not want to close out the complaint until final terms are agreed to. Hopefully this can be done in the next week.
  
  
  
  Regards,
  
  
  
  *** *******

• Initial Complaint

  Date:07/28/2023

  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.

  2/102023 met with salesman to discuss internal French Drain for my crawl space to address hydrostatic water intrusion at foundation wall joint. Was shown a video during the sales presentation with the collection pipe at or below foundation/wall joint to capture & remove incoming water. I based my acceptance of their contract on belief that this was how my system would be structured and their money back guarantee. It was clearly visible to the salesman that my crawl space perimeter had an existing narrow trench down to the foundation and an elevation of soil 2’ higher than the foundation/wall joint which would require further excavation to facilitate an installation as shown in the video. There was never any mention that my install would be different than the video. I accepted the proposal on 2/12. On
  3/7 When the crew started to install the collection pipes at or near the crawl space surface elevation, I made my complaint that this was not as advertised and that this would not facilitate water removal. The crew chief halted work spoke with his manager & explained that they couldn’t dig down that far for various reasons but would widen the existing trench to allow the pipe to sit at a lower level. Was assured that this would work and reemphasized their money back guarantee.
  Since mid March to current date every rain storms, no water observed in sump pump basin but high humidity level due to crawl space soil absorbing the incoming rain.
  From April through current date I have been unsuccessful in getting the company to provide timely communication, delayed & repeated & rescheduled service calls. There seems a pattern of “things coming up” that push getting a work crew out. I have not received confirmation that they are even willing to remove and and refund my money in spite of multiple requests to have the company to remove the system they installed & revert my crawl space to the original configuration.

  

  Business Response

  Date: 08/09/2023

  Good Afternoon,

  We have reached out to Mr. ***** and set up a Service Appointment in order to address his concerns and fix the issues he is having. This appointment has been confirmed with Mr. ***** and I will provide an update after 8/16 when his appointment is scheduled.

  Sincerely,

  Lucia O***

  Customer Answer

  Date: 09/05/2023

  58 Foundations sent a crew out to redo the failed internal French Drain late last week. The redesign is much closer to a configuration that should function more effectively. I won’t really know until it rains (none expected for the next 10 days). I did have to go back over the work they performed to remove soil from the trench that should have been removed before they left. 

  This complaint could have been easily avoided by the company if the initial design concept had been more receptive to the homeowners input and concerns regarding the configuration limitations at the time of installation. Additionally the communication process surrounding this project contributed significantly to the customer frustration and is an area management should take more seriously. 

  This complaint can be closed. 

  
  

  *** *****

• Initial Complaint

  Date:06/23/2023

  Type:Product 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.

  In December 2022, a sales rep named Ryan came out to my house to show me my options. He suggested that we have a perimeter trench dug around the basement with a well and sump pump. He went over the options with me and told me about the amazing sump pumps that 58 Foundations has...they are battery back-up in case of a power outage. I was excited about that because it gave me peace of mind. Let me be clear when I say that there was only a SINGLE option presented when it came to the type of sump pump they provided. Ryan gave me the option of a battery back-up and no other options. 5 months passes after install and we have some bad storms. I want to be sure that the sump pump battery was still good, so I open the lid of the well to check on the battery, only to find out that we have a pump without a battery back-up, like I was told by my sales rep we would have. I reach out to the company. After 24 hours, I still haven't heard back from the company, so I reach out to the sales rep directly. He tells me that I didn't purchase the battery back-up pump and that he would be happy to sell me one for an additional $1,500. I contacted the company to see what resolution we could arrive at. I have been told at this point that I did not purchase one even though the sales rep told me I was getting a battery back-up pump. A battery back-up was VERY important to me. The SC manager for 58 Foundations called me today & offered to sell me one. But I cannot bring myself to pay for something I was told would be included. She told me that the invoice does not show a line item for the battery back-up. The invoice only lists "sump pump". How was I supposed to know that "sump pump" didn't mean the battery back-up pump that the sales rep told me would be included? At the end of the day, the company has blamed me for the miscommunication. The SC manager told me that there was a miscommunication and she was sorry I did not understand what I was buying. In reality, its because I was misled.

  

  Business Response

  Date: 07/18/2023

  This was a complaint submitted to multiple BBB's from our South Carolina location. This has since been resolved as we spoke with Mr. ******** and offered to install a Back-Up Battery Pack for his inconvenience and understanding in the miscommunication. Mr ******** accepted this offer.

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** ********

• Initial Complaint

  Date:02/03/2023

  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 South Carolina crew we had and it was a nightmare.
  
  Several calls to the sales person went unanswered( spoiler: calls were returned when we said we wanted to purchase a battery). We tried to contact the back office with our issues as we were assured we could do in the sales pitch if anything went wrong and we received the run around.
  
  Our crew didn't even check to see if there was power to our sump pump. Water was spurting through a crack in our basement walls ( no weep holes were drilled) after 6 days of rain and the sump pit was dry. The sump was put in an exisiting non functiong pit about 4 inches above the floor. The crew didn't dig down any further to make it even with the floor.
  
  Worse yet, water would've had to flow up an incline to reach our pump. The pump was set in an existing pit that isn't flush with the ground. The discharge line was set so it would have back flowed into my home. I was told I would have to pay for an extension. I had already paid for one and was told they would only extend another 4ft. No one could tell me how many feet of extension I paid for. After another call to the general manager someone was sent our a week later to install the extension we paid for.
  
  We asked the general manager to come look at the job that was done. We were assured he would review pictures and schedule a time to come out. We haven't heard back.
  
  1/4/23 we are getting tons of rain for the next few days and my system still is sloped properly and management won't even come see what the crews have done.
  
  Worst of all the first crew blew out our pilot light on our water heater and the upstairs of our house smelled like gas. Not a single person from the crew notified us...which is crazy because if they were down there they smelled it. They didn't care about their workmanship or my family.

  

  Business Response

  Date: 03/15/2023

   

  Upon hearing of Ms. ***** dissatisfaction, our president called to discuss the sump pump and discharge line. We have been out to Ms. ***** home to inspect the issues she had called us about. When we were there we walked Ms. *** through the system we installed and all seemed fine. We did indeed smell gas when we were originally out and noticed that her pilot light was out.  Our technician let her know and re-lit it. We have since spoken with Ms. *** and gone out to her home to install additional foundation repairs at her request. She let us know she is satisfied with the results. Thanks, Jason S.

   

   

   

  Thanks,

  Richard