Complaints

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.

• Initial Complaint

  Date:15/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Hired ACCL water-proofing company to address a basement leak at my home back in 2018. There were 2 areas identified where the water was coming from:
  1) By the front stairs, and down into the cold storage room.
  2)My basement side entrance, and down into the cold storage also.
  
  *****, from ACCL waterproofing came, gave a quote of $16,500.00 and I agreed to give him the job. Fast track to appx 2mths ago, we had back to back snow storm plus rain. My side door entrance started to leak again, EXACTLY as before. ACCL water proofing had been paid to WATER-PROOF my home, yet, 5yrs down the road, exact same problem. Called *****, who came and immediately started making excuses, that my basement door is low and water was coming from beneath the door. This is untrue. Water from the backyard, in following the natural gradient of the land, flows over the car port, was puddling infront of the basement door, and seeping through the cobble stones and trickling down between the water proofing rubber and the basement wall then into the basement.
  
  ACCL water proofing did not address this area of leak properly. For one, they should have triple sealed the area between the thick rubber water proofing and the basement walls, and additionally had a lead off possibly to the weeping tiles. I did not pay over 16K, to have within 5yrs the exact same problem in the exact same area of the house/yard again.
  
  My door has always been the same since I bought the home. I've changed nothing. ***** insists I pay a new sum of money - close to 3K again to him to fix the problem. I even offered to pay for any additional raw material but not for labor as I am not paying twice to fix the same problem. ***** then became ******* and ************ and refuses to help. I need this problem to be fixed once and for all.

  Business Response

  Date: 16/04/2025

  At ACCL Waterproofing, we pride ourselves on delivering high-quality waterproofing solutions backed by years of expertise, transparent communication, and customer satisfaction. We are extremely disappointed by the misleading and ************ review shared by Ms. ****** *** and feel compelled to set the record straight with facts.
  
  1. Scope of Work & Contract Transparency
  In 2018, Ms. *** hired ACCL to address basement water intrusion localized to two specific areas: the front stairs and the corner of the house. After careful assessment, we noticed multiple cracks on the foundation,  she was provided a detailed scope of work and a competitive quote , which she agreed to and signed. The work included excavation, external membrane installation, and foundational wrapping of two sides within the perimeter of the foundation, we provided a high industry standard approach to addressing this type of problem. The contract was fulfilled as outlined in 2018 and there was no leak since then.
  
  2. Cleanliness of Worksite
  During the excavation phase, like any major exterior job in the industry, temporary debris may be present. When Ms. *** brought this to our attention, it was addressed immediately and thoroughly. She even acknowledged that the yard was cleaned the following day, proving our team acted promptly and respectfully.
  
  3. Damage to Basement Wall
  Minor surface chipping near the basement window occurred while anchoring the waterproof membrane, which can happen depending on the age and condition of concrete. While this was a non-structural, cosmetic issue, and not covered under the original contract, we still sent a crew to patch the area as a courtesy after Ms. *** withheld final payment. This contradicts her claim that we ignored the concern until she refused to pay.
  
  4. ***** *** ************** ************ ******
  ** ******** ****** *** ****** ************* ********** **** *** ******* ******** ********** *** **** ** ********** *** **** **** *********** ** *** **** ********* *** *************** *** *** ** ***** ** * **** *** ********* ******* ** ******* **** **** ** *** ****** ****** ** ********** *** ***** ***** *** **** ***** ************** **********.
  ************ *** ******* ** ******** ********** ** ******** ******* *** ********** ** ********** ** ************ *** * ****** ************ ******** ** ****** ********** *** *********
  
  5. 2025 Water Infiltration  This is a New Issue, Not Covered under the scope of work performed in 2018.
  Seven years later, in 2025, Ms. *** contacted us again after heavy snow and rain caused water intrusion through her basement side door. Upon inspection, we concluded that the issue was unrelated to the foundation waterproofing from 2018. The water was entering through the underside of the door an area above grade, and therefore outside the scope of the original contract. This was clearly explained to her and a quote for an inground water filtration system provided accordingly.
  Waterproofing a foundation does not prevent water from entering through door thresholds, windows, or poorly graded surfaces. We quoted her fairly for new work required to resolve this separate issue. This was not a “missed repair” or oversight from 2018! It is a new problem caused by insufficient door elevation, actually negative door elevation resulting from poor landscaping and improper surface drainage, as the grade slopes toward the house causing water to pool on the surface at the side door. ****** ***** ** ******** ******. 
  
  6. Offer to Split Costs & Claims of “********”
  Ms. *** offered to pay for materials if we covered labor. While we appreciate the gesture, no reputable company can offer free labor to an unrelated work multiple years after a different scope of work was completed, especially when the issue was totally unrelated to the original work. At no point did Mr. ***** or any member of our team use “******** tactics.” All communication was conducted with professionalism.
  
  7. Comments from Another Contractor
  Citing an unnamed third-party contractor’s negative opinion is both unverifiable and unfair. We have completed hundreds of successful jobs with positive testimonials, repeat clients, and industry referrals. We encourage prospective clients to consult verified reviews and speak directly with our past customers but not rely on hearsay.
  
  Final Thoughts
  We understand that home repairs can be emotional and stressful. However, it is crucial that reviews remain factual and not driven by misinterpretation, exaggeration, or personal frustrations. The accusations made in Ms. ***’s review are not only inaccurate, but contain ********** and ************** overtones which we strongly reject.
  ACCL Waterproofing remains committed to integrity, professional excellence, and customer satisfaction. We invite anyone with questions about our services to contact us directly or request referrals. Our work speaks for itself.
  
  Sincerely,
  
  The ACCL Waterproofing Team
  

  Customer Answer

  Date: 18/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response due ACCL water proofing response under the following:

  1.
  Scope of Work & Contract Transparency:

  "...In
  2018, Ms. *** hired ACCL to address basement water intrusion localized to two
  specific areas: the front stairs and the corner of the house",

  This is confirmation, that from inception, ACCL Waterproofing were aware of the 2 areas of leaks were - by the front steps and side entrance door. The fact that the side door entrance continues to be a source leak, IS CLEARLY an indication this company did not do a proper job.

  They fabricated:  "...After
  careful assessment, we noticed multiple cracks on the foundation..."

  Please refer to  the 01st page of their contract where an outline of the scoop of work they will be performing, they said  "IF applicable, they will fix cracks in the wall..." Clearly, at the time of the contract, we had no concern over foundational cracks!

   

  2.
  Cleanliness of Worksite:

  ***** missed the point, but confirms yet again, what I said. He did NOT make daily checks of my property during the course of the project, to ensure his men were addressing the areas of leak properly, as if he were

  chances are this would not have reoccurred. We are having  a repeat of the leak because of *****'s negligence to inspect the work, on a daily basis. I am paying for a 16K dollar job, this is a huge sum for a home owner to pay out

  and have to relive the nightmare again. 

  3) Damage to Basement Wall:

  This is a joke, as ACCL Waterproofing has clearly contradict themselves in ONE sentence: Please look at their response...

  " we still sent a crew to patch the area as a
  courtesy after Ms. *** withheld final payment. This
  contradicts her claim that we ignored the concern until she refused to pay."

  They just confirmed that I refused to pay the balance, only then they sent their crew to patch the areas of concern". **** *** **** *** ************!!

   

  4) False and ************** ************ Claims:

  * ** ********* *** ****** **** **** ***** ******* **** **** ************* *** ******** ** ******** *******. You guess is as good as mine, what their intentions are. I have since then installed cameras around my home.

  I ** **** ********* *****'s ************ email to me, after I posted a ****** review, that he will sue me for half a million dollars in ********** damages and will take me to Superior court, if I don't take the review down.

   

  5.
  2025 Water Infiltration  This is a New Issue, Not Covered under the scope
  of work performed in 2018:

  This is NOT a new issue. Flash floods do not happen with the same level of severity every year, the rain and snow melt few weeks ago was severe and this problem surfaced again. Do refer to pg 1, of the contract - they were suppose to install the water proofing UP TO 2 INCHES above grade, they did NOT do this by the side door where the leak in 2018 was. Granted, my side door is low, BUT, they could have created:

  a) a Catch basin

  b) triple seal and protect this area

  Or simply do whatever it takes to ensure that a leak does not reoccur, this was the purpose of water proofing my basement.

  See the ***** ** ***** ********* rubber membrane has a gap from the basement wall, and this is EXACTLY where water is finding it's way down into my cold storage. 

  My tenant, can attest that as soon as ***** came to the property to inspect, he started to mutter "water is flowing under the door and causing this flood". She immediately yelled at him, "NO, go downstairs and see the cold room

  where it is seeping in". She was busy wringing towels from water in the cold room, NOT the top of the stairs! She will stand witness, should this matter go to Court, if we do not manage a resolution at this level.

   

  6.
  Offer to Split Costs & Claims of “********”

  Again, I will refer you to the email ***** sent me, when he discovered I posted a ****** review on his company.

   

  7.
  Comments from Another Contractor:

  * ** ********* the business card from the gentleman, who came from the foundation/plumbing company, as some water proofing companies is saying it is too small a job for them to take and refers me to plumbing

  companies. And plumbing companies are referring me back to the company who started this repair or to other water proofing companies.

  Seem people are hesitate to get involved with fixes from jobs ACCL started. The approximate quote I've received so far is between $5000.00 - $6000.00 mark. If the matter goes to the small claim courts, this is what I will be seeking plus court cost. Credibility should seriously be questioned here. 

   

  I am still willing to work with ACCL to get this matter sorted fixed once and for all. I can put aside ego, anger, frustration and work with them to keep time and cost down and if i am happy with the outcome, will remove my ****** review.

  Thank you for your time. * **** ***** *********** ******* ** ** ***** ******** ** *** ******* ** * ***** ** ****** **** ** *** **** *** ******** *** ******* *** **** *** *** ******

  Thanks

   

  ****** ***

  Customer Answer

  Date: 25/04/2025

  I see we've no new update from ACCL Water proofing company. I am kindly requesting from them, a reply latest by this Friday 25Apr, 2025.
  Reason being; I am working with a water proofing company who can only slot me in from now to Sunday 28Apr to get this job done before they get busy, then I have to wait months when it slows down for them.
  My job is relatively small, compared to the bigger jobs they have, so I must commit to hiring them or not asap.
  
  If I cannot have a positive update from ACCL Waterproofing, I will have no option than to pursue this legally.
  
  Thanks for your time.
  
  Best Regards
  
  Indira 

• Initial Complaint

  Date:13/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  I had my front porch re-surfaced in July 2020. The work had a 5 year warranty. Upon completion there were several areas that were patchy, where the cement was not fully covering the porch. I had asked the company to come back and correct the work but they did not. As time passed more of the re-surfacing detached from the porch. I contacted the company regularly to ask them to come back and fix the work however they ignored my emails until last year when I told them I would file a complaint with the BBB. Upon saying this to them, I did the receive a reply saying they would come by to look at the porch but they never did.

  Business Response

  Date: 20/06/2025

  When the complaint was initially made, we did not find any
  issue with the porch after visiting twice. However, we are prepared to contact
  the client again to revisit the property at which point we will determine if there is an issue.

  Customer Answer

  Date: 20/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I find their reply ridiculous as I emailed the company pictures of my breaking, peeling concrete on numerous occasions during the last 5 years as well as visiting their office in person.  They never responded to me regarding my issue.  Just this past Monday I had another company fix the *********** job ACCL did.  
  It would not surprise me if ACCL knew this and thus submitted a reply to my complaint.  At this point, as I had to have the porch redone due to ACCL’s failing workmanship I would only be looking at receiving monetary compensation.

  
  Sincerely,
  
  
  
  ****** ******