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Business Profile

Waterproofing Contractors

A Better Choice Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:01/27/2025

    Type:Service or Repair 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.
    *** installed a sump pump and French drain this summer, and there were no issues at the time of the original service. This winter, we noticed the pump had been always running, and a small leak had formed on the exit PVC pipe, a small amount of water entered the basement. They had run the outlet pipe directly into our downspout for the gutter, and it must've frozen, causing a backup. They came out on 12/12 to repair the issue, showing up two hours before the scheduled window. They did not communicate with us at all about the work they were doing and left without notifying us that they had finished. After, we discovered that they had tracked cement/plaster all throughout our basement after mixing it in our laundry sink, which was on the far side of the basement from where the work was being completed. This also dripped onto clean laundry in a basket, ruining multiple pairs of pants and a whole load of towels. In addition to these damages, the new piping they installed was not properly sealed to the ground or wall, and any time the pump ran, it became a geyser in our basement. That weekend was an extremely rainy one, and I ended up continually using our shop vac to drain the sump pump reservoir. This also caused me to burn out my shop vac, and now I need to purchase a new one. They returned the following Monday, 12/16, to fix the issue and replace the sump pump. It then took me multiple weeks of calling them and leaving messages to resolve my frustrations and ensure that the sump pump replacement would not count as my one-time warranty replacement. On 1/6, I finally got through to their service department and was told that the sump pump would not affect my warranty replacement and that I would receive a call to start a claim for the damages. On 1/7, I received the following email:"The service that was completed on 12/16/24 for a new sump pump does not affect the one-time replacement warranty.Thank you!******* *****"I still have not been contacted about my claim.

    Business Response

    Date: 01/28/2025

    In response to complaint ID ********

    A Better Choice contacted the customer today 1-28-25 and resolved the issue. A Better Choice is going to reimburse the customer for the damaged materials.

     

    Customer Answer

    Date: 01/28/2025

    [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    **** ******

A Better Choice Inc is BBB Accredited.

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