Complaint: Product received was not the same as the product that was promised by the salesperson and the advertisement diagram.
Original Sales Rep, *************, came out to sell us the Everdry product on 7/18/13. It was promised within our discussion that "Foundational Support" is a large part of the service Everdry provides. Cracks in our basement walls were pointed out and stressed that they MUST be fixed for the security of the home. We were told that the front wall (where we get the most water) was in need of immediate attention. ***** extensively used an Everdry advertisement diagram of how this support occurs. Using the multi-step diagram, ***** explained that Mastic would be put on all outside surfaces on all 3 walls. ***** showed us how the Mastic goes all the way down to the footer. In the diagram you can visibly see that they dig down to the footer and Mastic the wall, sealing the foundation. Next, the diagram shows where field rock is poured alongside the home from the footer to the bottom of the "industrial J trench". As seen in the diagram, the "industrial J trench" is then installed and the remainder 24 inches is filled with a smaller pebble-like rock.
*** ******* came out for the next step and explained they only apply the Mastic where they can see cracks on the outside, but, he said, if you can see a crack on the inside it is always worse on the outside. Given this disagreeing information we wanted more explanation. ***** came back out along with ****. They admitted the diagram in the advertisement was a poor representation of the service offered - it showed Mastic down to the footer, where it should have noted it was only on the cracks and also showed stone being poured next to the home down to the footer, where no stone is actually poured but simply refilled with the same dirt they dug out - and agreed with what *** explained. Work began on 9/3/13. When we returned home that evening (after the crew had left), it was
discovered that Mastic had not been applied any lower than the 24 inch inspection trench ANYWHERE
on the wall. In addition, we were disappointed to find that the "industrial J trench" was nothing
more than a piece of thin plastic tarp. Upon doing our own investigation, we personally discovered
4 large cracks that had not been followed any lower than the inspection trench, though they reached
much deeper. On 9/4/13 this problem was discussed with the Team Leader, *****. He apologized and
stated they would fix those areas. The team did fix those areas (though not any deeper than we had
dug ourselves), but they did not inspect for any additional areas. Mastic was not applied down to
the footer ANYWHERE on the home, even though several cracks are seen on the inside walls all the
way from the top to the footer. The service that was preformed was not in line with the service
that was promised by the sales reps as well as represented in the Everdry advertisement diagram.
We did not receive any "Foundational Support" that Everdry promised.
Finally, the contract that we signed clearly stated "Seal Wall Cracks" as part of the outdoor work of this multi-step program. This "Seal Wall Cracks" is listed separately from the tasks of digging the inspection trench and applying Mastic. Wall cracks clearly were not sealed as we were able to identify cracks even after the initial inspection trench was dug.
The finished product was priced at $17,164, which we previously chose to have financed through Everdry.
Initial Business Response
Everdry has been in contact with with Mr. ******** and have set up a meeting with him on October 29th. *** our Production Manager and **** the Sales Rep will be meeting with him to go over his concerns.
EverDry did come out and have a meeting with us on November 5, 2013. At that time we readdressed our concerns as mentioned. However, resolution was not found. EverDry concluded that they were going to fix an ongoing issue of mold and humidity in our basement, which is appreciated, but did not address our original concerns. We still have the concerns of the cracks that were not sealed in the first place as well as the misrepresentation in their product brochure and as it was explained to us by multiple salesmen.
When discussing the lack of completion of the wall cracks, we were informed that they could not fix them now as it would "damage the system" and they also could not provide us monetary compensation as that would negate the warranty. Essentially, if they paid us any money back and then we later found water in our basement, they would no longer be responsible for the cracks and water because they had paid it back. However, we believe that receiving monetary compensation for work that was not completed in the first place has nothing to do with the warranty that we purchased with the product.
When attempting to discuss the brochure misrepresentation, nothing was addressed. EverDry skirted around the issue and did not offer any solutions or ideas. Virtually nothing was said on the fact
that we felt deceived based on the brochure and the salesmen's promises.
We wish to have this complaint re-opened with the Better Business Bureau as it remains unresolved. EverDry has not addressed our issues nor made a direct effort to do so. We are still looking for resolution from the company in the way of fixing their advertising misrepresentation as well as monetary compensation for work left undone.
November 5th *** and Nick met with the Eichhorns and went over all the concerns they had. Service was done on November 16th and at that time insulation and plastic was put over the basement windows and access door to eliminate humidity levels in basement. This will be monitored by the Eichhorns and they will keep Everdry up to date if this becomes a concern. Everdry also had them pick a spot on the outside that they thought was not sealed and Everdry dug down the outside wall and the homeowner was able to check it see that it was done properly. Everdry did the work that was contracted for and stands behind the product and will do whatever is necessary to maintain a dry basement for the Eichhorns.
Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.