The business did not honor our agreement on the drainage of the de-watering system they installed.
On July 26, 2013 Basement De-Watering Systems , INC. installed a basement de-watering system in my basement which included a sump pump and discharge, which was to be tied into an outside tile pipe from a downspout. This was per the agreement negotiated with Doryan Konhorst, the salesman representing Basement De- Watering Systems, inc. and was confirmed before work started on July 26, 2013. I paid in full that day after completion $2509.00 by Mastercard credit. After two weeks the system was tested with a garden hose, as is required by Basement De-Watering Systems inc. The way they tied the discharge system into the agreed upon outside tile pipe was not satisfactory and leaked water at the base of the house. When I called and asked to talk with someone in charge ( either a manager or the owner ), they put me in touch with Scott Strode. Scott assured me not to worry and they will make it work right. Scott and I came up with a plan how to have his employee tie the de-watering system into the downspout tile a better way that would discharge out away from the house and not leak up against the house. After a total of four visits to my house, they never did do it this way or get it corrected. After more than ten phone calls to Scott (they usually told me he was busy and would have him call me, he never returned my call even once) I had to hire a different contractor to repair the damage they made to my existing drain tile and tie the de-watering system into it the correct way. I paid Lakeview Yardscapes $300.00 for this. On September 12, 2013,I was able to reach Scott and tell him it was repaired,tested and is working correct and asked him to reimberse me $300.00 which I had to pay to the other contractor as after almost two months Basement De-Watering Systems was showing no signs of honoring the agreement. Scott asked me to send him a copy of the $300.00 invoice and he would ask the owner, Todd Jarnagin, if he could reimburse me. He recieved a copy of the invoice on September 17, 2013 and e-mailed me with confirmation of this on the same day and said he will let me know. I have called several times since. Scott has not returned a call once. I am extremely dissatified with this company as they did not honor their agreement with me and has wasted so much of my time as they just kept on telling me they would make it right over and over, but after almost three months, they have not. One note to add, I only hired this company based on the fact they would tie the discharge into the existing tile drainage because I had another bid from a different company that said they would. If I recieve the $300.00 reimbersement, I will be a satisfied customer.
I am asking for a small reimbursement amount of $300.00 which I had to pay but should not have had to if they would have honored the agreement and done the job correct. If I recieve the $300.00 refund I will consider myself a satisfied customer.
Better Business Bureau of Central Illinois, Inc.
Peoria, Illinois XXXXX
Re: Case # XXXXXXXX
We are in receipt of the complaint (Case # XXXXXXXX) by Mr. **** *****. Basement De-Watering Systems, Inc. responds as follows:
On July 26th 2013, Basement De-Watering Systems, Inc. Technicians installed our baseboard water channelization baseboard in Mr. *****'s home. A sump pump was also installed on that date. The purpose of the sump pump is to eject the water collected by the baseboard system outside of the home. It is the policy of the Basement De-Watering to install the discharge plumbing from the sump pump to the outside of the home and then for approximately 1 foot outside the home. All homeowners are informed that this is our company policy and they are responsible for extending the discharge outside of their home.
Any exceptions to this policy are indicated in writing on the original sales proposal. In Mr. *****'s case, Basement De-Watering agreed to extend the plumping outside of the home approximately 24' to an existing downspout. The drain consisted of 1 1'2' PVC pipe and elbow extended into the downspout. The downspout and associated drainage tile had previously been installed by a different company. Our technicians ran the PVC drainage pipe and elbow into the downspout as directed on the proposal.
Mr. ***** was not happy with the performance and workmanship of the elbow into the downspout. In addition, Mr. ***** indicated that the downspout would leak when water was draining through it. Basement De-Watering Systems Technicians made repairs to the downspout and also addressed three leaks in the baseboard system in the home on August 6, 2013. Mr. ***** tested the downspout himself and notified Basement De-Watering that the downspout was still leaking. During several phone conversations discussing possible causes for the leaking downspout, both Scott Strode and Mr. ***** agree that the water pressure from the sump pump discharge could be causing the water to backflow up to the downspout connection. It was also discussed that the entire drainage tile under the ground could be causing the water to pool and back flow. Scott Strode agreed to send a technician to redirect the PVC pipe to a location further away from the elbow. That work was completed on August 26th, 2013 at no charge.
Mr. ***** again called to inform Basement De-Watering that the elbow was leaking after testing the system. Causes for the leak were again discussed between Mr. ***** and Mr. Strode. Mr. Strode assured the homeowner that a technician would look at the problem again and that Basement De-Watering would stand by their work and help him with the situation.
Scheduling prevented as quick as a response as the previous two visits. Before a technician could be freed up to inspect and address the leaking drainage pipe, Mr. ***** contacted his landscape company and had them replace the entire drainage tile. This was a solution that had been discussed between Mr. ***** and Mr. Strode. Mr. ***** decided to pay the other company to do the work before Basement De-Watering Systems could complete the work.
Mr. ***** then contacted Mr. Strode to ask if Basement De-Watering Systems Inc. would reimburse him for half of the bill from the other company. Mr. Strode indicated that it was very unlikely that the company owners/directors would agree to such, but would gladly ask.
The owners/directors of the company did not agree to reimburse Mr. ***** for half of the bill based on the fact that Basement De-Watering had offered to complete the same work. It is also possible that the leak was caused by the original installation of the drainage tile, which was performed by a company other than Basement De-Watering Systems.
The warranty on the system installed in Mr. *****'s home is still intact and any issues with the system covered under the warranty will be addressed promptly.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Basement de-watering. The pertinent details were incorrect. After four visits to my house (including the initial installation), three seperate times were to correct the major leak where they tied into the drainage tile. The first time, the representitive talked to my son about it, but did nothing. The second time, I left work early to be there and this time all they did was talk about how they could fix it but did nothing. The third time the representitive was to repair it the way Scott Strode and I agreed would solve the problem. After arriving at my house,before he started the repair, he called me at work, and I discussed the procedure with him as he did'nt act like he had been instructed how to do it. He said alright and will call Scott Strode also and will do the repair. When I got home and checked it, it was not done the way Scott and I knew would fix it ( which was to tie it in a little further away from the downspout and not at a complete right angle). When I talked to Scott, he was beside himself and did not understand why the repair man did not do it the way he was instructed. I informed him , when I tested it, it still leaked badly and was running down the foundation of my house. He said he will talk to the guy and call me back.That was the last time Basement De-watering ever called me. They never returned or took a single one of my many phone calls again, other than the secretary that answered the phone and put me on hold and would return to tell me Scott was busy or not there. I have detailed phone records of all my outgoing and incoming phone calls to prove this.Also,they are not being truthful in there response to this complaint about not having anyone freed up, as they told me before, they were not busy as this was there slow season,and after all they could have called me back one time and told me that, but never did.Finally during one of my calls, the secretary gave me Scotts cell number. Since he did'nt know it was me calling, he answered it and thats when I told him after this has been going on for months,and they were showing no signs of taking care of it and not even returning one single phone call, I was having it repaired for $300,00 and would like a reimbursement. I told him I would possibly even accept half of that amount.He lead me me to believe that was a good idea to put this behind us and to send him a copy of the reciept and would let me know.He never called me back or took any of my repeated phone calls or gave me answer of yes or no.I dont think my request of that amount of reimbursement, that would have satisfied all, is asking too much. I feel like I was repeatedly mislead and disrespected after they recieved my immediate payment for this job. I do not reccomend this company for any work. I would go elsewhere in the future.