I asked for a summary of materials used on the project because I felt they overestimated the size of our basement and I was refused the request.
We had Basement Systems handle the installation of a waterproofing system in our basement this week. The original estimate stated the size of our basement was 120 square feet. That number was never actually substantiated, it was only an eyeball estimate. Another company that we received a quote from actually measured and indicated that the basement was 100 square feet. I figured this would all come out in our favor in the end because the $ estimate was based on a higher than actual basement size/amount of materials. I was surprised to find out that the end price was as quoted and not lower. When I called today to discuss it with *****, our contact, I asked about a breakdown of the costs because I felt the size of the basement was overestimated. His response? "No, it was right on". I asked how he knew because he never took any measurements and he responded "no, yeah, I was right on. We were within tolerance, the price would have been the same give or take ten feet." I asked how that was possible, since the materials costs would be less and he again said "no, we were right on". I asked if he had paperwork on the amount of materials used and he responded "no". I asked how that could be since they would have to keep some record and he responded that the square footage was "just an idea so they know how much material to have on the truck". I was getting nowhere with him, so I just ended the call. I would like to see the footage of materials used in the project. It does not seem an unreasonable request. I will also point out that there were errors in the installation, some panels are still loose and our utility sink is currently unable to be used as the hose that connected it to the drain has been knocked off as they moved the sink around. Basement Systems claims I will be receiving a call from the foreman on the job soon to set up a time to fix those mistakes, but that has not yet happened. Whether or not the material cost is justified in the end remains to be seen, but their refusal to provide such a breakdown leaves me suspicious that we may have been taken advantage of by a rough estimate without actual measurements.
(BBB additional detail combined from duplicate complaint.)
Disconnected our washer and dryer to do the install, did not reconnect dryer or utility sink.
In order to install the walling system during the waterproofing work, Basement Systems disconnected and moved the dryer, washer and a utility sink. We were advised they would handle the moving of those items by *****, the salesman. The utility sink was not reconnected to the drain and the dryer was not connected to the vent hose. I attempted to reconnect the vent hose yesterday, but the dryer still does not operate properly. The dryer is connected to a wall plug that had to be moved during the installation of the waterproofing panels. Prior to Basement Systems work, the dryer functioned properly, after their work it does not. Ia attempted to resolve this with the foreman and his supervisor yesterday. They both refused to take blame for the dryer not functioning. Both indicated that they were under the impression that the dryer had been reconnected and was functioning. Neither had a suitable response to my question of why the foreman, who is supposed to oversee all work and make sure everything was back in order before leaving the job site, had not done so. They have offered to come out this week to see what they can do to resolve the problem, however, the problem should have never resulted in the first place. Their lack of attention to detail left us in a bind this weekend in terms of doing laundry needed for the week.
If it turns out that the materials costs is not justified, I'd like a suitable portion refunded. Ultimately, I just want to initially see the breakdown to ease my mind. If it was justified, obviously I have no grounds to complain, but I just want to know what I paid for.
(BBB additional detail combined from duplicate complaint.)
I want the dryer and utility sink back in working condition, the panels that were improperly installed to be repaired and a refund of some amount for the inconvenience this has all caused. I am also still requesting a summary of materials spent on the project per my other complaint as I feel we were overcharged due to an overestimate on the size of the basement.
Mr. ***********: *************************************
I would like to address the issues stated in Mr. ******'s complaint. Starting with the footage issue. When our inspectors go to homes to bid jobs they take into account material scrap/waste vs actual measurements. When **** went to Mr, ******'s home he already had the measurements of the basement, which he downloaded from the county auditor's web site (attached copy). Upon his inspection he discovered that this particular basement has a Michigan ledge, which will cause you to use more Brightwall than a basement without one. So when bidding the job, it is customary in the industry to add a percentage on the job to account for the extra material that will be used and wasted. I have attached a copy of the foreman's actual Job drawing and Material usage sheet for this job, which we use far inventory purposes. **** would not have had a copy of this form to give to the customer. This home used 113 linear feet of waterguard, a Supersump, 4 inspection ports, and 212 linear feet of Brightwall. If we were to bid the job using the actual material footage that was needed the cost of this estimate would have been so high we would not be competitive and therefore would not be in business. **** was indeed accurate with his estimate taking into account of the Michigan ledge and any obstacles the may have been in the way, keeping us competitive with other companies.
The next issues I would like to discuss are the items in the basement that were moved and or disconnected for the installation process and the Brightwall installation. I have attached a signed and Initialed copy or our Job Detail/Disclaimer form and a copy of the original contract. Mr. ****** signed off on and initialed these forms knowing that we were not taking responsibility for any items needing moved. We have this paper just for this reason. We ask customers to make the walls and floor accessible and is responsible for replacement of the items moved (see original contract). We will help move items and do our best to treat customer's items as if they are our own, but accidents happen and old items that have not been used in years can have issues. None of this would have been an issue if the basement was accessible. This job ended on Wednesday, December 4th. On Thursday the 5th we received a call from Mr, ****** regarding his sink and a couple of areas where he wanted the Brightwall tighter, we talked to our foreman and set up an appointment to go back to Mr. ******'s home Friday morning. Our foreman called and left Mr. ****** a message and did not hear back from him until around fpm on Friday and set up a service appointment for Tuesday the let" at 6pm, On Sunday the St" at around 6:30pm I had a conference call with Mr ****** and ****, at that time the dryer was brought up. I tried to schedule **** there sooner but Mr. ******'s schedule would not allow it, so **** kept the date that they set up on Friday the 6th for Tuesday the 10th at 6pm. **** went to the home and addressed and helped Mr. ****** with his issues and concerns, even though it was not our responsibility to move and replace items. It turns out that the breaker was off for the dryer and it works just fine and the sink just needed a new rubber fitting, that we provided, because the old one would not seal it properly anymore due to age. The Brightwall was installed correctly, but needed a few more buttons added because Mr. ****** wanted them tighter. Normally we leave them a little loose, to allow for drainage, but we added them because we want to do what we can to make our customers happy. Please let me know if you need anything from me, I am more than willing to cooperate.
Ohio Basement Systems
Dr Energy Saver
Foundation Support Works
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of the paperwork, **** had advised us that "our guys are some of the strongest guys I've met" and as such, they would handle the moving of the large items such as washer/dryer/hot water tank, etc. We were told that we needed to move the smaller items, which we did. Based on ****'s word, we left the large items to be moved by the company. All items worked fine before that, all items needed repair or alteration afterwards, it's as simple as that. As to the assertion that the breaker was off, that is simply not true. We had flipped the breaker several times without the dryer working.
When the foreman came to make all necessary repairs, he indicated that half of the wall installation was done by himself and the other half by another person. The foreman's half was buttoned up the whole way around. The other half only had buttons in the corners. So, if you "usually leave them loose", one of your men needs to be trained better, don't you think? And since it was your foreman who originally tightened the walls up the whole way around, it would seem your foreman is the one who needs better training. Either that, or you don't normally "leave them loose". Please let me know which.
As to the size of the basement, other companoes that we had in measured the basement and arrived at 100 square feet. I simply can not believe you used that much walling. At 120 square feet, and wrapping the walls twice, it seems you would use 240 feet of Brightwall. 212 feet of wall, wrapped twice, gets us a number much closer 5o the 100 square feet that had been measured.
I am renewing my request for a partial refund.
Final Business Response
Mr ****** is completely correct in saying that **** did tell him we would help move items for him. We help our customers move heavy items, that they are unable to move, all of the time. It is standard in the industry to help as much as possible. We have customers sign off on the disclaimer forms, just in case an accident happens, due to varying age and conditions of customers items. Normally there is never an issue. In this case we did go back out, even though it was signed off on, and addressed the issues with the sink and dryer in efforts to provide quality customer service. The outlet was never taken apart during the initial installation and the only thing it could of been was the breaker, or it was not plugged in properly, Of which Mr ****** said he checked both. Our foreman, after checking the outlet, that he never disassembled and checking to see if it was plugged in properly, said Mr ****** flipped the breaker again and the dryer came on. We are just as puzzled as Mr ****** on the issue was, but it's fixed now and that is the main thing.
To address the installation of the Brightwall. It was in fact, installed correctly. I discussed the installation with the foreman this morning and he said that Mr ****** wanted it tighter and that the half that his technician installed was correct but he made it tighter to ensure that Mr ****** was a satisfied customer. A typical install on Brightwall, on a standard wall is to button the panels on the divider installed edge. Some customers prefer to have more buttons added to the Brightwall and some do not. It is a customer preference issue that is easily addressable. My foreman did address the issue with Mr ****** and install more buttons in the areas he specified, when he went back out at the time we agreed upon with Mr ******.
As far as the footage/pricing. To clear things up, the basement is not 100 "square feet" it is 100 "linear feet". The crew used, as I have already stated, 113 linear feet of our Waterguard and 212 linear feet of our Brightwall, these measurements include material that had to be thrown away because they were cut to accommodate the 4-5 inch Michigan ledge and any obstacles that they may have had to go around. **** already had the measurements of the basement prior to going to the home. I sent a copy of the Auditors website information to the BBB in the last correspondence. When pricing a job, to remain competitive, we have a percentage multiplier that could be added or subtracted to a job cost, so that we can control material and labor cost-vs-actual installed cost that we charge the customer. Mr ******'s home has a Michigan ledge, which will result in the addition of more material/labor being used, because you can not install the Brightwall as you would on a standard flat wall. The 120 linear foot charge, takes into consideration the percentage multiplier, that will adjust the price accordingly to cover the additional material and labor that will be used to install products at homes with abnormal circumstances, without charging full retail installation charges. Hence keeping our price to the customer at a competitive rate and keeping the material/labor costs so that it makes sense to bid and install the job. The main file, which we keep for warranty purposes, has the copy of the auditor's website information, pictures, measurements, notes from the inspector and a material list. All of these things will let the foreman know exactly what he needs to load for job and what he will be up against before even stepping foot inside of the home. Once again the cost of this job would have been much more than charged if we were to charge for actual cost verses using the percentage multiplier to cover additional scrap and labor.
Please let me know if there is anything else I can assist with. I really do want my customers to be satisfied and we try to do everything within reason to assure that happens.
The fact of the matter is, what the company presents as having been done "because the customer requested it" is simply not true when it comes to the button system. One half was done correctly according to the company spokesman (four buttons), one was done incorrectly according to the spokesman (the side with six buttons). If it should be loose as he indicated and was done on the one side (4 buttons), then why was one side originally done with 6 before I said anything? Either Basement Systems is just trying to cover itself or its own people don't know the correct procedures. I request a refund of no less than $500 to compensate for the time and effort on my part to resolve this matter.