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Business Profile

Waterproofing Materials

Tremco Barrier Solutions, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Waterproofing Materials.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    In October 2023, we closed on a new build home with ********************. The builder used Tremco as the company to seal the foundation with a four year warranty. During our homes one year inspection, we discovered that we had some water damage in our basement.We contacted ******* Homes and after taking off the drywall, it was discovered that the foundation had a leak and hadnt been sealed properly. ******* had Tremco come out in January 2025 to inspect and they confirmed the leak and said they would contact us to come back out and seal it. It has been three months now since Tremco said they would be in touch to come back out and seal the leak. Tremco has not reached back out to us or given any indication they plan to address this, despite multiple voicemails and emails by myself and the builder, ********************.

    Business Response

    Date: 04/11/2025

    Tremco, CPG has 5, 10, 15, 20 and 30 year Residential Warranties. On January 14th, 2025 ****** from Tremco Barrier Solutions, LLC met with the Customer and inspected the sill plate. Further correspondence between the Customer and **********************, LLC within the last 3 months is unknown by Tremco CPG. Please reach out to ***** ****, Tremco Barrier Solutions, LLC at ************ for further communication between the Customer and **********************, LLC staff members. On April 4th, ***** ****, received a text from ******* Homes. ***** responded to ******* on the next business day, Monday April 7th. ***** left a voicemail with the Customer on April 7th for an upcoming appointment. ***** sent a text to ******* Homes at 9:22am on April 7th stating he was meeting with the Customer on April 23rd at 1pm. ******************** CPG has a formal process to follow when registering a Warranty (into customer's name) and also when filing a **************** Request (for basement leaks). This is done through the Warranty Portal (**************************************) found on Tremco's website - ********************************. No electronic communication was found in the Warranty Portal for the Customer's issue. Typically, the Customer should have received the Warranty Packet from ******************** during their closing. Regarding the initial BBB message sent on April 3rd, I missed this notification as our Mimecast (Tremco spam/malware protection program) blocked this message. Please accept my sincerest apologies for missing this original message.                                                                                                                                                                                                            Best regards,                                                                                                                                                                                        ***** ****** / Tremco CPG

    Customer Answer

    Date: 04/11/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I accept the business's response to resolve this complaint.

    Shortly after submitting this complaint, Tremco did reach out to me to schedule the repair. They are scheduled to come out April 23rd.


    Regards,

    **** *******

Tremco Barrier Solutions, Inc. is NOT a BBB Accredited Business.

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