ComplaintsforAmerican Dry Basement Systems

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a couple of floods in my basement over the past few years. I had American Dry come out to assess the cause of the flooding and recommend a solution. I specifically discussed with the salesperson that I did not know how the flooding was occurring and I was relying on American Dry’s expertise to determine the cause and address that. After visiting, their salesperson recommended that we replace our existing French drain and sump-pump system for a new French drain and sump-pump system at a cost of $11,686. The system was installed and I paid the bill on August 28, 2023 (invoice number *******). Less than 30 days after installation, my basement flooded again with about 3 feet of water and we had to replace everything in our basement. Turns out, the French drain and sump-pump system I had did not need to be replaced, wasn’t the cause of the flooding and the newly installed system did not address the issue, which it turns out was cracks in the floor of the basement and which could have been fixed for significantly less than the $11,686 system that American Dry sold me, which I did not need since I already had that system and since it did not even address the issue. I trusted their team to correctly diagnose the issue and recommend only what was needed to fix the flooding – they took advantage of me by selling me a system I did not need and that did not address the issue for $11,686. I have been trying for about a month to get some relief from them – after a number of calls and follow ups, they offered to do more work at no charge – but it is work that sill does not address the issue costs significantly less than the money I already paid them – and in either case is not an acceptable solution. I continue to follow up every few days and the salesperson continues to either not respond to me, or tell me that he will check with “the owner” again as it is “the owner’s” decision how to handle. I would appreciate any help anyone could give me. Thank you.

  Business response

  11/17/2023

  Thank you for bringing up your concerns regarding your basement's drainage system. We value your feedback and are committed to resolving the issue effectively.
  
  After replacing the sump pump, backup pump, and wifi battery backup unit, we understand your request for a refund. However, we believe our actions demonstrate our dedication to service quality:
  
  Service Commitment: We replaced essential components to ensure the system's functionality and efficiency.
  
  Additional Offers: We proposed patching basement floor cracks and installing a lateral pipe at no additional cost to further mitigate water ingress. These offers were declined.
  
  Refund Policy: Our efforts to repair and enhance the system and offers to address supplementary concerns reflect our commitment to resolving the issue. Considering the work completed, a refund does not align with our policy in this context.
  
  Ongoing Support: Our team remains available to address further concerns or provide additional assistance.
  
  We appreciate your trust in our services and are dedicated to ensuring a functional and reliable drainage system in your basement. Please get in touch with us for any further assistance or concerns. Thank you for your understanding and cooperation.

  Customer response

  11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: None of your suggestions address the issue - which is that you sold me a system for $11,686 which was the same system I already had in my basement.  You convinced me to pay you for work that I did not need.  There was no reason to replace my existing system, as the system you replaced worked fine and was not the cause of the flooding. The cause would have been addressed by a much less expensive option, which you did not offer me until after I paid you for the more expensive work and it failed to address the issue   Happy to discuss something less than a full refund but giving me free work after I paid you for the foregoing is not a fair option given the facts.   

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

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired American Dry Basement Systems to waterproof my basement. Most of the system worked except for one problem in one area. They came back to try and fix it and the problem still exists. It has been very difficult to contact them as they are not making any effort to return phone calls and text messages. After finally getting in contact with them, I asked them to come back and fix the problem and they are not able to do it in a reasonable amount of time. The job is paid in full and they offered me a time almost a month in advance. None of the other contractors can finish their work in putting my home back together until this is resolved. I have asked to speak to the owner, Peter O'Shea, numerous times with no success. Many phone calls and emails have gone unanswered. My contract says the waterproofing system has a lifetime warranty.

  Business response

  11/11/2023

  I am writing on behalf of American Dry Basement Systems to provide an update and clarification regarding a recent complaint with your office by Mr. ****** on 10-26-2023. As a respected mediator and reviewer of business practices, we aim to ensure that the Better Business Bureau has a clear and accurate understanding of the situation and the steps we have taken to resolve it.
  
  Mr. ****** engaged our services for waterproofing his basement. While most of the system we installed was functioning correctly, there was an issue in two areas. After our initial attempt to fix this problem, we discovered a missing portion of the system and existing waterproof paint, not allowing our slurry to adhere to the wall. Our service tech was unprepared, so we had to schedule a crew chief to go out with the proper equipment.  Mr. ****** was unsatisfied with the plan change and experienced difficulties contacting us for further remediation. This was partly due to an unexpected surge in emergency service requests following a recent severe storm, which temporarily strained our resources and impacted our response times.
  
  We fully acknowledge that our communication during this period did not meet our usual standards or our client’s expectations, including Mr. ******. We regret any inconvenience and frustration this may have caused him, especially considering his plans to have other contractors complete work contingent on our system being fully operational.
  
  I am pleased to inform you that we have since addressed and resolved the issue on 10-28-2023 with Mr. ******'s waterproofing system. The necessary repairs were completed to ensure the system functions as intended and upholds the lifetime warranty we promise our customers. This work was carried out shortly after Mr. ******'s initial complaint and to his satisfaction.
  
  We value the feedback provided by Mr. ******, as it has prompted us to review and improve our response protocols, especially during periods of high demand, to maintain the level of service our customers expect and deserve.
  
  We remain committed to customer satisfaction and are grateful for the opportunity to rectify this situation.
  
  Please do not hesitate to contact us if you require further details or clarification.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a recent rainstorm on 09/09/2023 water entered through the basement door of my home. I reached out on 09/12/2023 and inform American Dry Basement Systems,LLC whom I have a signed Transferable Two time Lifetime Agreement for Twenty Two years on a Water proofing system installed by them and that is covered for Service and Replacement of Submersible pumps and i speak with a Lady named Tina about the problem. Tina informs me there would be a fee for service and replacement of submersible pumps. I ask why? I tell Her I have never paid or have been asked to pay for these services. She then lies to me about what is on the Contract. I ask to speak with Owner Peter O'**** and told he is away for two weeks. I ask for call back upon his return. I call back after no reply on Three different occasions 09/12/,10/04,10/17/2023 and each time I am told the owner is out of the country. I then inform Tina I would be filling out a complaint report with BBB because Peter never called back. Peter O'**** calls me the next day 10/18/2023 and informs me he would no longer honor signed Contract agreement of twenty two years because it was signed in error and tells me to go ahead and fill out complaint report.

  Business response

  11/11/2023

  Thank you for reaching out and sharing your concerns with us. We genuinely understand where you're coming from and want to clarify the terms of our lifetime warranty for both our system and the sump pump.

  When we provide our customers with a lifetime warranty, it pertains to the system and the initial sump pump at the time of the contract. The simple fact that our service department replaced your sump pump three times and backup pump, four sump pumps in total, without charge since its initial installation on April 17, 2001, was a gesture of goodwill on our part. Per our terms, the replacement should have ceased after the first pump, demonstrating our dedication to ensuring customer satisfaction. Our inspector incorrectly placed “2xlife” in the wrong place. It should have been placed in the line above for the drainage system, not the sump pump. Regardless, we gave Mr. ***** not only 2x free sump pumps but four. 

  Like all machines, Sump pumps have a life cycle and can wear out over time. Therefore, it would be unfeasible for any company to replace every customer's sump pump indefinitely. Our commitment to the lifetime warranty is to replace the first pump without charge, ensuring we meet the obligations of our contract. Once this is fulfilled and a new pump is installed, that replacement comes with a 5-year warranty on parts.

  We always strive to be transparent and fair in our dealings and truly regret any misunderstanding or inconvenience this may have caused. We value your business and remain committed to providing quality service and ensuring your satisfaction.

  Please let us know if you have further questions or concerns. We're here to clarify any doubts you may have.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sold us a system with a lifetime transferable warranty that included the sump pump. They have replaced the pump approximately three times thru the years without charge. Today that Tina states that the lifetime warranty was only for the first pump and now will charge $650.00 to replace the pump.

  Business response

  10/09/2023

  Thank you for reaching out and sharing your concerns with us. We genuinely understand where you're coming from and want to clarify the terms of our lifetime warranty for both our system and the sump pump.
  
  When we provide our customers with a lifetime warranty, it pertains to the system as a whole and the initial sump pump at the time of the contract. The simple fact that our service department replaced your sump pump three times without charge since its initial installation on May 12, 1999, was a gesture of goodwill on our part. According to our terms, the replacement should have ceased after the first pump, demonstrating our dedication to ensuring customer satisfaction.
  
  Sump pumps, like all machines, have a life cycle and can wear out over time. As such, it would be unfeasible for any company to replace every customer's sump pump indefinitely. Our commitment with the lifetime warranty is to replace the first pump without charge, ensuring we meet the obligations of our contract. Once this is fulfilled and a new pump is installed, that replacement comes with a 5-year warranty on parts.
  
  We always strive to be transparent and fair in our dealings and truly regret any misunderstanding or inconvenience this may have caused. We value your business and remain committed to providing quality service and ensuring your satisfaction.
  
  Please let us know if you have further questions or concerns. We're here to help and clarify any doubts you may have.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled waterproofing to be completed by American Dry in October 2021. The earliest availability they had was February 2022 and they began the job on the 14th. They claimed to be done after 3 days. They requested payment of the balance as they were leaving but the job had changed midway through and so I asked to see the new fees before paying. One day after they “completed” the job, our basement re-flooded because the workers had not properly discharged the water. They also had not done the mold treatment nor had they done their signature super slurry on the walls. Amanda was able to get someone to come on Saturday (the re-flooding was Thursday) to temporarily fix that problem. However this then created a problem that started to flood our neighbors’ yards. We were told we had to wait until the ground thawed to bury the discharge line and were put on the schedule for March 19th. I then received a call on the 15th saying they’d be able to come that day and do it. When I got home no one had done anything and no one answered the phone. I was able to get a hold of someone Wednesday and confirmed that they would be coming the 19th to complete the job. No one ever showed up and they do not answer phones on weekends. My yard is flooded and no one ever called me saying they wouldn’t be here. There is also water in our basement today.

  Business response

  03/21/2022

  To Whom It May Concern:

   

  All the above that the Customer is claiming is correct. This past Saturday 3/19 Mrs. ******** did have a service call scheduled with us to complete the discharge portion of her installation, unfortunately, due to rainy weather our service technician was unable to go out and perform the outside work. I do have our technician going out to the home today Monday 3/21 to complete all of the remaining work. 

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A basement water proofing service was purchased with a lifetime warranty from this company. Any water that gets into your area that was waterproofed is supposed to be covered by their warranty. When I first called, I was told this wouldn't be an issue and that the issue would be resolved with a service appointment. I have been unable to setup a service appointment as each time I call, I'm told the person who does that will be in the office the next day. I get the same response every time I call there and I believe they don't want to honor the lifetime warranty and do the work. I need the leak in my basement repaired and the warranty to be honored.

  Business response

  03/08/2022

  on 2/28/22 ****** ***** called in requesting a service call for water coming into his basement in an area we performed work. I, Amanda, unfortunately was out of office with sick children for a few days. I am in charge of the service department, I called Shirlyn ***** on 3/4, as that was the contact information left for me, and left a message informing her that I was returning the call for the service request and that I had an opening for 3/15/22 between 2-4 as she was requesting an afternoon appointment. Shirlyn called me back yesterday, Monday 3/7, to confirm that she received my message and the time I offered her would work with her schedule. And that was the last of our interaction. 

  Business response

  03/08/2022

  on 2/28/22 ****** ***** called in requesting a service call for water coming into his basement in an area we performed work. I, Amanda, unfortunately was out of office with sick children for a few days. I am in charge of the service department, I called Shirlyn ***** on 3/4, as that was the contact information left for me, and left a message informing her that I was returning the call for the service request and that I had an opening for 3/15/22 between 2-4 as she was requesting an afternoon appointment. Shirlyn called me back yesterday, Monday 3/7, to confirm that she received my message and the time I offered her would work with her schedule. And that was the last of our interaction. 

  Business response

  03/08/2022

  on 2/28/22 ****** ***** called in requesting a service call for water coming into his basement in an area we performed work. I, Amanda, unfortunately was out of office with sick children for a few days. I am in charge of the service department, I called Shirlyn ***** on 3/4, as that was the contact information left for me, and left a message informing her that I was returning the call for the service request and that I had an opening for 3/15/22 between 2-4 as she was requesting an afternoon appointment. Shirlyn called me back yesterday, Monday 3/7, to confirm that she received my message and the time I offered her would work with her schedule. And that was the last of our interaction. 

  Business response

  03/08/2022

  on 2/28/22 ****** ***** called in requesting a service call for water coming into his basement in an area we performed work. I, Amanda, unfortunately was out of office with sick children for a few days. I am in charge of the service department, I called Shirlyn ***** on 3/4, as that was the contact information left for me, and left a message informing her that I was returning the call for the service request and that I had an opening for 3/15/22 between 2-4 as she was requesting an afternoon appointment. Shirlyn called me back yesterday, Monday 3/7, to confirm that she received my message and the time I offered her would work with her schedule. And that was the last of our interaction. 

  Customer response

  03/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: What the company mentioned is correct about speaking with Shirlyn is correct and the personal information they shared wasn't shared with me (not that its required) prior to submitting this report. Looking for to the appointment on 3/15/22 and getting this fixed in order to get this behind us. I'll update the status after the appointment.
  
  Sincerely,
  
  ****** *****

  Customer response

  03/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: What the company mentioned is correct about speaking with Shirlyn is correct and the personal information they shared wasn't shared with me (not that its required) prior to submitting this report. Looking for to the appointment on 3/15/22 and getting this fixed in order to get this behind us. I'll update the status after the appointment.
  
  Sincerely,
  
  ****** *****

  Customer response

  03/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: What the company mentioned is correct about speaking with Shirlyn is correct and the personal information they shared wasn't shared with me (not that its required) prior to submitting this report. Looking for to the appointment on 3/15/22 and getting this fixed in order to get this behind us. I'll update the status after the appointment.
  
  Sincerely,
  
  ****** *****

  Customer response

  03/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: What the company mentioned is correct about speaking with Shirlyn is correct and the personal information they shared wasn't shared with me (not that its required) prior to submitting this report. Looking for to the appointment on 3/15/22 and getting this fixed in order to get this behind us. I'll update the status after the appointment.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American dry basement systems, Contracted with me to waterproofing service. Which included two sub pump. This would remove moisture in the area and any kind of floor problems or cracks. And of course the basement would be dry of water. For the total amount of 11,748. Dollars. He started three weeks after the due date. And he came on the first week of July 2021. The week after we got flooded. And neighbors next-door were getting the runoff of our water into their basement. The neighbors did complain to the city hall inspectors. American Dry Basements Scott did say that they were going to fix the problem. fixing of the problem consist of unplugging one sub pump. And never once coming back to address the problem. I’ve had the fire department And rotor Ruter come and drain the basement. Rotor Ruter has charged me $7800. To Drain the water out, clean, Disinfect,the area to remove all the furniture And contents of the basement. I have called them 28 times sent registered letter no respo

  Business response

  10/25/2021

  We contacted and verbally apologized to the homeowner for the inconvenience that any known issues may have caused. We have taken the liberty of issuing a refund on Oct 20, 2021 for all work, materials, services to the homeowner’s satisfaction. We will continue repair and uphold our original warranty agreement.
  
  
  Sincerely,
  American Dry Basement Systems
  Customer Service

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Peter O***** of American Dry Basement 4/2020 to install a sump pump system in our basement because water coming in basement. We were promised a dry basement and less than a year, water was coming from the floor in our basement in the same location from before system installed. I spoke to Amanda from the company and Ludwig a technician came out on 7/20 to inspect the basement, he said someone would contact us in a week but no one called us back. Called Amanda again and she said someone will come out to fix the problem. Ludwig the technician came out again on 8/13, he asked me why was the wall not broken out because the office told him it would be in order for him to figure out why water was coming in. I asked Ludwig will American Dry Basement pay to repair the wall after he destroyed it again because the basement was completely remodeled after the install. I spoke to Amanda again on 9/8 she said I would get a call back, I have not heard from them since.

  Business response

  11/02/2021

  We have been in touch with the homeowner and have Peter O***** scheduled for 10:30am on 10/5/2021 to re-evaluate the situation. We will determine the cause, repair, and compensate the homeowner where we are at fault. Our main goal is to make the customer 100% satisfied by resolving any water seepage issues once and for all.

*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. ↩