Complaint Category: Improper or inferior service
Complaint: I had them come give me an estimate to get my basement dry after seeing them promoted on Channel 2. They brought the thermal gun, as demonstrated on Fox 2 and was unable to find a crack. To avoid removing my drywall,****** (who is no longer with the company) told me that he seemed to think that if I redirected the water away from the house, it would keep it dry. I paid $3000 for a new drain installed in front of my garage (I already had one there but they replaced the drain and repoured new concrete), had gutters replaced (which water still flows over in front of the front door) and some bushes removed and replaced with concrete to direct the water to the drain.
My basement still leaks and my garage still floods. I had had them out on multiple occasions to try to fix it and after the last contact, I was told that if they come out again, that I won't be able to get it fixed for nothing (it wasn't nothing...I paid $3000!). I paid $3000 to keep my basement and my garage dry. Neither of which are. My garage after the last flood still had standing water in it, ruining items.
After taking the drywall down, we discovered a HUGE crack that runs the length of my basement (will attach pictures if necessary).
I have quit responding to the company. They have mI paid $3000 to have my basement & garage dry. I ended up with new gutters, a new concrete patio and a new french drain . Both are still getting wetade me feel like I am bothering them. I do not recommend them.
I have paid money for stuff that wasn't necessary, apparently. They are the professionals and should've figured all this out before I forked out the money that I did.
I will have a new drain tile system put in my basement and it appears that I will have to have some structural work done too. I will go to another company and this time, I will do my research and my homework and hope I find a better company this time around.
Business' Initial Response
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@waterproof-solutions.net
First of all, our company recognizes the importance of making our customers and clients happy. We have belonged to the BBB for over 10 years without a complaint and I assure you that we will try every avenue to satisfy this disgruntled customer. We do not take this lightly. Our reputation is very good and we want to keep it that way.
We try to please everyone, but sometimes there are circumstances where we may unintentional fall short of expectations.
Facts as we have reviewed and documented:
On March 15th, 2011 our customer requested an inspection and estimate from Waterproof Solutions. Our representative at the time was sent to the potential customerï申s residence to evaluate her situation and to recommend solutions to correct the basement and garage water drainage issues.
Our representative observed several problems with the home that were factors contributing to the homeï申s drainage issues. The house had numerous issues that needed attention. It was explained to the homeowner that to do all of the repairs necessary would run into the tens of thousands of dollar range. Because of the homeownerï申s financial situation, not all of the recommended repairs could be made at one time. The representative recommended to the homeowner that they break the recommendation down into small projects, with the goal of the process of elimination, could possibly solve the water problems without having to achieve all of the recommended repairs.
Alternative corrective recommendations were discussed with the homeowner and a plan was agreed upon with focus on removing the existing drywall from the basement walls where problems were suspect. After consideration of removing the drywall and the costs involved, the homeowner decided not to remove the drywall for a visual inspection. As an alternative, our representative offered to utilize a Thermal Imagining camera ï申Infraredï申 as a tool to try to discover hidden moisture avenues in the concrete wall behind the drywall. Under the direction of the homeowner, our representative evaluated the property with the thermal imaging equipment as well as provided a visual inspection of the property at no cost to the homeowner.
Our representative reported the following:
1.The existing exterior ï申channel drainï申 had failed
2.A large ï申gapï申 between the floor and garage was present.
3.Concrete slabs were failing.
4.Existing Interior drain tile system could possibly be failing.
5.Gutters were no longer functioning properly.
Thermal imagining MAY detect an ï申activeï申 leak in the wall of a foundation that is not exposed but there are many factors to consider. First of all this is a diagnostic tool used to find variances in temperatures (anomalies) of an object or structure. It records and identifies differences in temperatures, it does not detect water per say. Typically active water is colder than its surrounding environment in this case, the concrete wall. The reading on the camera will detect the temperature variance and show as a ï申Blueï申 color indicating a colder temperature than a wall which would typically show up as a warmer color or yellow.
Things that can affect accurate readings
1.The leak must be active. If not active at the time of the evaluation, it will not show as a temperature variance.
2.Temperature variations of the structure or object being evaluated. The interior of the basement must be warmer than the concrete wall. If the wall temperature and the interior temperature of the basement is the same or close, there will be no detection of a temperature variance.
3.Other non controllable conditions such as insulation on the back side of the drywall which would create a barrier to block the camera from an accurate reading.
To be cost effective, our Representative recommended the following solutions:
1.Replace the existing interior drain tile system /or test the system to ensure it was working properly.
2.Replace the failing channel drain to properly collect / direct water away from home
3.Remove and replace a concrete slab of driveway and sidewalk to redirect water away from the home.
4.Replace the existing gutters to properly handle water and direct away from home
5.Repair the gap between the garage floor and wall, to prevent water from entering in the crack.
The homeowner explained to our representative that she was limited on funds for this project. To keep her costs down, the homeowner instructed our representative to install the new channel drain at the garage, replace a slab of concrete on the driveway and install a new side walk.
At this time our representative informed the homeowner that without installing or properly inspecting the interior drain tile system, the basement/ garage area may still leak. In good conscience, knowing that the homeowner did not have the budget to properly fund all of the repairs needed, we offered her a complete inspection of the interior drain tile system for $500.00. If the system was found to be working properly, the homeowner could purchase a limited warranty from Waterproof Solutions ï申as ifï申 we had originally installed the system for an additional $250.00. If it was discovered the system had failed the homeowner would have received a $500.00 credit for installing a new system. The homeowner chose not to do the test on the existing system or the limited warranty offer.
We performed the proposed repairs for $2,350.00. During the time of the repairs the homeowner also requested that her gutters be replaced. We recommended a company for her and they charged her $450.00. We initially paid the gutter bill for her and homeowner paid the company back.
We are only aware of 3 calls that the homeowner had placed to our company.
Call one: Our customer called and stated that her garage was leaking. Our Sr. Field Supervisor was sent to her home to determine the cause of the leaks reported. It was discovered that homeownerï申s new gutters and grate over the channel were clogged with leaves and other debris. Our Field Supervisor, as a no cost courtesy, cleaned the gutters and grate. He also informed her of the importance of keeping the gutters and drains clean of debris.
Call two: Our customer called and stated her garage was leaking. Our Field Supervisor was again sent to her home. Her gutters and grate over the channel were again clogged with leaves and other debris. Again, our Field Supervisor, as a no cost courtesy, cleaned the gutters and grate. He again informed her of the importance of keeping the gutters and drains clean of debris.
Call three: Our customer called and stated her garage was leaking again. The area of the garage that was wet was at the garage door entrance. It was discovered that there was no weather stripping on the bottom of the door to keep water from flowing under the door. On or about 7/13/2011 as a courtesy we purchased a weather strip for the homeowner and we installed on the garage door for further prevention at no additional costs to her.
Our customer has not called the company since we installed the weather strip. Until we received this notice we were completely unaware of any issues that the homeowner is experiencing. We would be more than happy to re-evaluate our customerï申s waterproofing issues and come to a mutual agreement.
Please feel free to contact our office with any additional questions or comments.
****** ****** / CEO
Enviro Tech Services, LLC / Waterproof Solutions