Complaints

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

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  Twin State Basement Services

  7 Ewing Pl Ste C Essex Junction, VT 05452-2845

  
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  Twin State Basement Services

  61 Pearl St Unit 29 Essex Jct, VT 05452-3688

  

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:09/17/2024

  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.

  The quote was for walls taking on water which was all. Material was for 42 feet which does tell the customer how much of ********************** was done. Turns out only one wall would be done for $6500 which was way more than other businesses. After the work was done the floor started cracking and it was noted that they did not go to the end of the walls thus charging me for 42 feet which was not completed. After speaking he agreed to come back to complete the basement and to agree on a more suitable price due to what had happened in the misunderstanding. Also to fix the floor that they laid that was now cracking after only a few weeks. After more than ten attempts via texting, emailing, calling main office and cell phones the company will now not respond. It is now a few months later and they are still choosing to ignore my request to come back out to complete the job and fix what is cracking and to reimburse through additional work the dew feet they charged me but did not complete.

  Customer Answer

  Date: 09/28/2024

  I received a text message late at night from the manager who said he’d call the next day to set up a time to come back out but then nothing so I have not heard from the business in response to my complaint to fix the matter. 

  

  Business Response

  Date: 10/16/2024

  Thank you for reaching out and sharing your concerns. We understand your frustration, and I want to clarify that we completed the work that we were originally contracted to do. However, we acknowledge that there was a misunderstanding regarding the scope of the project and the work that was left unfinished.

  We have been experiencing a high volume of projects, which has delayed our ability to promptly address additional requests. That said, we are committed to resolving this situation, and we are scheduled to return and complete the remaining work on October 28th. This includes addressing the unfinished wall and repairing the floor that has developed cracks. 
  We sincerely apologize for the delays and any inconvenience this has caused. Please rest assured that we will ensure the work is completed to your satisfaction. If you have any further questions or concerns, feel free to reach out directly.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:09/03/2024

  Type:Product 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.

  Had a dual sump pump installed approximately four months ago (5/2024). The pumps stopped working correctly and I advised them of such. Owner acknowledged that this was an ongoing issue with the pumps and offered to replace them under warranty. After many calls to Saudin to schedule a date and time he texted me that they would be out to replace the pump on 8/29/2024. Received a call on the morning of 8/29/24 to reschedule to the same time on 8/30/24 due to mechanical issues with their vehicle. On 8/30/24 no one showed up as planned and Saudin ignored my numerous calls and texts asking if anyone was going to do the replacement. as of 9/3/2024 Saudin continues to ignore my calls and texts.

  

  Business Response

  Date: 09/07/2024

  We are pleased to inform you that the issue has been fully resolved. While we have experienced issues with float switches in the past, this was not the case here. As part of our commitment to customer satisfaction, we replaced the pumps at no cost.
  Our service technician also informed the customer about the presence of iron ochre bacteria in their water system, which can cause clogs if not addressed with regular treatment. The customer acknowledged this information and has agreed to begin treating the water to prevent future issues. We remain available for any further assistance the customer may need.