ComplaintsforConnecticut Dry Basements LLC

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Connecticut Dry Basement (CDB) to fix our wet basement. They gave us (in writing) a lifetime warranty. Our basement has 2 levels. The upper level is 2 feet higher than the lower level with a dirt floor. The lower level has a cement floor. In July 2022 CDB's crew buried a drain pipe on the upper level in our basement, ran it through the foundation to the lower level. The pipe then was run on top of the cement floor to the existing sump pump on the lower level. We were told the upper level pipe would catch the incoming water and direct it to the sump pump. On May 4th 2023 our basement flooded after a big rain storm. The water came in around the pipe that ran through the foundation, flooding the lower level. We called CDB salesperson Chris Dxxxx who said we needed to put water sealer on the foundation wall where the water leaked in. We did that. He also said we needed to have the pipe buried below the cement on the lower level. We asked Chris how burying the pipe would help because the leak was above the lower level. We didn't have the lower level pipe buried. On July 16th 2023 the basement again flooded after a big rain storm. We emailed Richard Txxxx, owner of CDB. Richard told us the lower pipe needs to be buried and referred us back to Chris Dxxxx. On aug 17th we emailed Chris who told us that since we didn't bury the lower pipe there was nothing he could do. He said our lifetime warranty was now void and we needed to find a new basement company. We called another basement company who said burying the lower pipe won't help the water problem. We have a lifetime warranty that CDB refuses to honor, we now request CDB refund our money so we can hire another company and have the work done properly. Thank you.

  

  Business response

  09/26/2023

  ***** ***** ****** ** **** ** *****
  
  As I mentioned in my last email that pipe should have absolutely been installed below the floor, after talking to my Manager Chris, he’s telling me that you requested it to be installed on top of the floor, why would you have gone against his advice?
  Having the pipe installed the way that you requested allows the water to seep in around the pipe giving the illusion that the pipe fitting is leaking... and also the pipe will sweat due to the cold water running through it, the only way to resolve this would be to have the pipe reinstalled the correct way as Chris had originally advised.
  
  Rich

  ***** ***** ****** ******* ** *****
  
  
          Let me start off by saying I have been nothing but truthful with you throughout this entire process.  When I first evaluated your basement issue I proposed the entire drain system to be installed under the floor.  You did not like the idea of cutting the concrete floor and asked about running the pipe from the crawl space to the pump above the floor.  I told you it could be done but I wouldn't recommend it.  At the same time I also advised the caulking you blocked off the basin holes with should be removed, but you didn't like that idea either. 
           After the install your first complaint was in regards to rocks and soil that my crew allegedly left under your crawl space tarp. Although it was very obvious in the photos this material had been there for some time, I sent someone to remove it just to make you happy.
         The next complaint was that the pipe we installed was clogged with rocks and not allowing water to flow.  In reality you decided to stick a camera in the pipe which went right through the weep hole and into the stone bed.  So in fact the pipe was not clogged, and I spent a good deal of time on numerous phone calls explaining this to you.
        The next issue was water on the floor, you sent me photos of the issue. After evaluating the photos I explained this is why I had proposed installing all of the drainage under the floor, and that the fix would be to do as I originally proposed.  However you didn't want to do that and started sending me screen shots of our warranty online.  To clarify this for you, there is no warranty on an installation method that you specifically request even after being advised against. I have provided you with a proposed solution, but you just don't like the answer.  So you continue to call hoping I will agree with the incorrect idea you have.  And now you're calling my boss stating that I have not been honest with you. I am sorry Gary but I cannot do this anymore.  At this time I think I would be best if you find a new contractor.
  
  
  Thank you,
  Chris
  

  Customer response

  09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:

        Let me start off by saying, Chris D****** ***ponse to my complaint is less than accurate. Chris suggested the pipe be buried below the cement floor. When I asked him if they could run it over the floor, Chris said "yeah we can do that". He did NOT advise against it. Chris did NOT say there was no warranty on the installation method that I suggested . Chris did NOT say this will cause the system to fail.
       If there is no warranty on the work, why did Chris send me the warranty AFTER the work was completed?
       Chris said they would no longer work with us to try to fix the problem. We called another dry basement company. That company said Chris and Rich's idea to bury the pipe would do nothing to fix the problem. They said burying the pipe below where the water is coming in is ridiculous.
  Thank you
  
  Sincerely,
  
  **** *******

  

  Business response

  09/29/2023

   I first evaluated Mr. *******s house on March 10 2022.  He had a problem with water flooding a crawl space and then running into the main basement.  He had previously installed his own sump pump, the installation had flaws that I pointed out to him but he insisted this was the right way to do it.  I presented him with a solution, but he didn't like the concept.  Instead he had a "better" idea on how to solve the issue.  Even though he was advised against it, ultimately we completed the repair the way he wanted us to.  After that he called me many, many times asking the same questions over and over and knit picking every little detail of the repair.  The install did solve the water issue in the crawl space but he was still getting some in the main basement, where we used his idea, rather than the standard repair process.  After many more phone calls answering the same questions over and over, to the point of harassment.  I told Mr. ******* it would be best if he found a new contractor.  He has since then filed a fraud claim on the credit card he paid the bill with and has made some outlandish accusations.  He claims he has a warranty, this is not true.  He was sent a sample warranty to show him what he would get if the repair was done to our specifications.  Mr. ******* thinks he knows more about basement waterproofing than we do, even though we have installed thousands of these drainage systems for well over a decade now. He is remembering the chain of events and conversation in a way that puts the blame on us, rather than accept the fact that his idea didn't work.
  
  Chris D*****
  CT Dry Basement
  Field Operations manager

  Customer response

  10/02/2023

     Why would Chris ****** install a system he knew would fail because it wasn't done to his specifications, as he claims?   
      There was no issue with the previously installed sump pump. The only time Chris ****** was here, he said the installation of the sump pump was fine.
       Mr. ****** claims I called him "many, many times". I called him twice. The first time was when his system failed and flooded our basement. (5-5-23) The second time was when his system failed and flooded our basement again. (7-16-23)
      Chris ****** said he would bury the pipe under the cement floor. I asked if he could run the pipe over the cement floor, he agreed that would be alright. He never advised us the pipe should be buried. He only changed his story after the company owner, Richard Taylor, said the pipe should have been buried.
     After the work was done we asked for a copy of the lifetime warranty. They sent us a copy. When their system failed we asked about the warranty. They said they only sent us a "sample" copy, not a real lifetime warranty. Why would we want a "sample copy" of their warranty? If Chris ****** had told us there was no warranty on the work Connecticut Dry Basements was doing, we would not have had them do the work.
      It's unfortunate that Chris ****** hasn't been an honest person.
  Thank you
  

  

  Business response

  10/06/2023

  I’m just at a loss for words… Mr. ******* you are a very dishonest man. Sir we did exactly what you asked us to do and you know it… but now somehow you feel the need to blame us for your error.
  Please see the attached screen shot again stating that we DO NOT recommend putting the pipe on top of the floor.
  Mr. ******* you already took your money back almost a year and a half after we completed your job, so please help me to understand what it is that you’re now looking for? we will be happy to come and remove everything that we installed at you house if that is your goal. Please let me know.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CT Dry Basements installed a sump pump and drainage around our foundation. Since installation, the basement has flooded 7 times in the area the work was done. They came back and fixed some of the work, but the basement continues to flood. Chris D***** came out three weeks ago, but then did not follow back up with us. The last flooding was 9/1/21-9/2/21, and we immediately contacted CT Dry Basements. We have reached out 8 times via phone call and sent numerous text messages in the last two weeks. CT Dry Basements has not come out or returned out calls. The work is under warranty, as stated in their contract, but they are not responding, so we are stuck.

  

  Business response

  09/28/2021

  After talking with ***** we have since meet and resolved the issue at his home.

    

  Richard T*****

   

• Initial Complaint

  07/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 28th, 2021, I was advised by ***** ***** at my condo association to contact CT Dry Basements regarding clarity on the work being done to my condo; in order to give me time to move my personal belongings. When i contacted CT Dry Basements, I stated the words that i was frustrated, confused and needing clarification on the project in my home because there is mixed messages via email with the condo association. The individual that answered the phone at CT Dry Basements, Christina began to verify my address for accuracy of information- when i began to provide details, Christina became hostile and changed her tone of voice and advised me to "back down & bring it"; i began to feel threaten by the terminology and tone of voice when i was just trying to get clarification of work needing to be done in my home along with an estimated time and date so i can plan accordingly. i asked to speak with her boss and she gave the phone to Chris, VP Manager of Operations to continue the call.

  

  Business response

  08/16/2021

  Sometimes when an individual is dealing with water in their basement they become frustrated and angry due to their situation. We talk with dozens of people a day and that number expands greatly during heavy rains and can be stressful for everyone, Christina’s record is stellar and she has never had any complaints about the way that she talks to people, in fact just the opposite people are constantly commenting on her professionalism and calm demeanor. We strive to treat everyone equally and professionally and our goal is to help solve his or her water problem.
  
  We have never done work for this customer but we do hope that they can find a solution for the water problems in their basement.
  
  
  Richard T*****
  President
  Connecticut Dry Basements    

  Customer response

  08/21/2021

  
  Complaint: ********
  
  I am rejecting this response because:Not every business is perfect. If CT Basement has high call volume they should have all their calls recorded so there is no he said -she said. It's unfortunate that Christina advised me "to bring it" and a valid business is unable to verify by a record. Accountability and responsibility is more appropriate especially when the vp of operations heard the conversation.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the last month, we had work done by Ct Dry Basement to correct a damp cellar. We paid over $5,000. They removed the old mortar from the cellar and replaced it with new one and installed a French drain. We thought our problem was solved but it has become at least ten times worse. The water is running in rivulets through holes now. The wetness is much more. We had to have our handyman pump it out today. Now Ct Dry Basement is saying we need even more work done. They have not yet given me a quote. Again, tonight, a heavy rain - 3-4” of water is just pouring in our basement. I have sent both texts and emails to Chris D***** at Ct Dry Basement asking for help. I have not yet received a response. Ct Dry Basement took a very small problem and turned it into a catastrophe with their “repairs”. I have photos and videos on my hone I can show but I am not able to load the videos. I loaded one picture but I have many more, both before the repair and after.

  

  Business response

  07/27/2021

  After talking with ***** *** ***** the next morning I believe that everything has been cleared up. We have since installed a full basement waterproofing system for them and they now have a dry basement and the structural repairs that were necessary are done.
  
  There both great people and they know that they can always call me if they ever need our help in the future.
  
  Sincerely,
  
  Richard T*****
  President
  Connecticut Dry Basements ell us why here...

  Customer response

  07/27/2021

  
  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.
  
  Sincerely,
  
  Cathy L* *****

*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. ↩