Complaints

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

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Utah Basements, Inc. has 2 locations, listed below.

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  Utah Basements, Inc.

  10 E State St Ste 2 Lehi, UT 84043-1624

• 

  Utah Basements, Inc.

  1363 E 550 N Lehi, UT 84043-7429

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:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We signed an agreement with Utah Basements in late May to have our basement finished. The agreed upon price was around $27k and they were going to set up financing through Mountain America with 0%. Come to find out they wanted an additional $3,500 for a “loan fee”, which equates to about 13% making the loan not actually 0%. In the contract it said that the amount was due after “paiting” which I’m assuming they meant painting. The work was promised to be done 8-12 weeks, barring any inspections or anything like that. We are now going into month 7. The initial crew was relieved after the inspection failed multiple times. The initial crew messed up the texture of the walls, ceilings, and paint. After a couple weeks of no work and little communication, a new crew came on and did their best, but the quality is still bad. The communication and lack of caring from the crew at Utah Basements has been very disappointing. There is no sense of urgency to complete the project 7 months in. The final inspection failed again, and they haven’t addressed anything. There is no air coming out of the vents and my 8 month pregnant wife has to work down there. I’ve asked for the supervisor to contact me but have not heard anything. When checking the vents they said it’s working fine, but there is as about as much air coming out of them as a child's breath. Overall this was a terrible experience, followed up with them not caring at all. I’ve asked to speak to the project manager’s supervisor and still haven’t heard anything, even though I was told by Ricardo that Marcos would reach out. The quality, customer service, communication, timeliness, and overall experience was like it was their first time doing this. I would be very interested to see if they would take pictures of the work they did and put it on their website. Extremely disappointed in Utah Basements, but they don’t care AT ALL.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Contract Signed: 6/27/2023
  Work Began: 7/5/2023
  We have paid Utah Basements $25620 in cash to finish our basement.
  As of 8/26/2023, the basement is only about 50% finished to acceptable standards. All of the trim and doors Utah Basements installed need torn out and replaced because the quality of work is so incredibly bad. Plumbing and electrical issues persist even though they were aware of them in August. Their work has now failed city inspection THREE times. The most recent fail was on 10/24/2023 after we told Utah Basements they were no longer welcome in our home. Since July 5th they have consistently sent over grossly unqualified subcontractors to do work and to fix all the problems we have told them about. On no less than three occasions over a 6-week period we were told by Utah Basements, "Don't worry. We'll fix the issues." The last time we heard that empty promise was when Marcos A**** said he'd send over his "two best guys" to take care of things. His two best guys did all the trim work that now needs to be replaced. Having spoken to other customers of UT Basements, there appears to be a pattern of them collecting 50% upfront and then canceling contracts w/o warning, or doing such a terrible job they get fired. But since they've already collected 50% of the total project cost they just don't care. They have also been caught (by me) writing 5-star online reviews about themselves posing as real customers. They do this to inflate their rankings so they can lure people in and essentially steal their money like they did to us and are still doing to others. Having heard their excuses and empty promises so many times before, on October 17, 2023, we told them the only way forward was for us to fully vet and hire subcontractors to fix the mess UT Basements had made and that they would pay for it. They flatly refused that offer and we refused to let them do any further work in our house. Every time they sent people over the problems only multiplied.