ComplaintsforConnecticut Basement Systems

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a dry basement system installed in February 2018. Since the system was installed I've had an issue each Spring and Summer w/ drain flies in my basement. Because of this issue, CT Basement service will NOT properly service the sump pump claiming I must have sewage seeping into sump pump, hence the drain flies. They requested I have a septic company come & camera my septic system, which I did. The septic company provided them w/ a letter indicating there was no sewage seepage into the sump pump. This was presented to CT Basement service supervisor Jeff who said he did not believe it & wanted a septic co. of his choice to camera the septic. I would not agree w/ this as I just paid for it to be done. CT Basement's idea of yearly service consists of connecting a hose to my well tank & swish water w/ cleaner on the liner & cover of sump pump only. Never removing the sump pump itself, which is supposed to be part of the service. Because of ongoing improper service of the sump pump, the pump failed. It was replaced under warranty on 4/21/21. I finally spoke w/someone December 2021 (not sure of name but think it was someone named Ben) who gave the impression that I was finally being listened to. I explained that prior to having the basement system installed I never had an issue with drain flies. I also advised that I noticed each spring/summer season that where the wall and floor meet they seem to be coming up through there in addition to inside the sump pump area. During a normal cold season (November to April) I generally do not have any issue with them. I need someone to call me as I have more info to explain & not enough room left to say. 8608858417. on 1/31/23 they sent J Rooter Co to camera sump pump system & I was told all they found was stagnant water which was drawing the drain flies. No sewage! Jeff is still insists my septic being cameraed by their company. They seem to be blaming drain fly issue on something other then their improper installation.

  

  Business response

  02/10/2023

  We are pleased to have sent a Service Technician there to clean the systems and will return again on 2/24/23 to seal the floor and wall systems.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/15/2022 Mick F***** came to give me a free estimate for their water system. I had been getting water in my basement since hurricane Ida last fall after 25 years of waterproof living in this antique house with a stone foundation. His system involves Jack hammering a trench along the interior of the foundation so water can collect and run to the sump pump for removal. I felt desperate and gave him a deposit on the spot but over the next couple of days I started getting very concerned with the idea of Jack hammering along the stone ledge the foundation was sitting on and that he didn’t consider any remediation above ground to stop the water from coming in in the first place. I emailed the office and Mick that I wanted to cancel on 3/23/2022. I replied all on 3/29/22 so my initial cancel request was in the same email and stated again that I wanted to cancel and he wrote back, ok…we will refund you your deposit. This is the same day they deposited my check. I have been trying without luck to get my deposit back. I spoke to Mick on 3/31 for the”exit interview” and he again said no problem about the refund. I have spoken to several people there over this time but mostly get voicemail. I just want my deposit back. I have since resolved the water coming in my basement by the way. It all involved redirecting surface water.

  

  Business response

  04/20/2022

  I'm sorry for the delay, when we spoke this morning, you stated our Accounting office had already reached out, and your refund processed- If we can be of service in the future, please let us know.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Several times a year, for the past several years, I have received unsolicited promotional mailings from this company. I am not interested in any of the products or services they claim to offer..... the flyers show no business address or email; just a phone number and, in my experience, this is how scammers operate. If this is a legitimate business, then they should realize that, because this is no longer the 1980's, our precious natural resources are dwindling and this type of unsolicited promotional mailing is no longer sustainable. I am offended by the flyers but also believe this company to be a scam.

  

  Business response

  11/29/2021

  We received this complaint over the holiday weekend through different sources other than BBB and since removed them from our marketing list. 

  We apologize at your offense, our marketing department does work with preferred vendors who use recycled material, and we believe in green so much that our *** ****** ***** business focuses on reducing home's reliance on fossil fuels and electricity by making homes more for efficient. 

  We doubled down on our beliefs by starting ***********, a ecofriendly full service junk and furniture removal company with a focus on keeping items out of landfill by donating, recycling and upcycling to local charities.

  We are hiring and sounds like we are in more agreement than not- if you are available, we'd love to talk.  My direct office number is ************.  I am Ross M*******, the General Manager.

  We are a 200 employee, A+ BBB Rated company,
  

  We are a ** *ased business located at ** ******** ******* ******* ** *****.  We have been in business since 1987 and have over 90,000 customers.

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I hired CT Basement systems to stop water from entering our basement. We met with their salesman, and he laid out all that would need to be done to prevent our water issue. We purchased all the suggested items to be sure our problem would be solved. The work was completed, and we were told we had a lifetime guarantee against water issues in the wall area where the system was installed. The recent storm resulted in water entering the basement in the area that CT basement systems installed their solution. We experienced zero customer service when we were trying to report our water issue, there were several hang-ups and disconnects of our phone calls. A tech finally came and said he could not help because our walls were closed. The tech took photos and said his manager would call us back. We never got a call and once I called the company, they told me I would have to spend my own money to get them access to the wall for them to decide whether they were to blame.

  

  Business response

  07/23/2021

  Our apologies for what you experienced during the recent flash flood, we understand the Service Manager will be personally visiting your home next week.  We look forward to addressing the problem and your concerns.  We are working with ******** to expand the capacity of what they are providing to us given the heavy call volume crashed the system.  Thank you for reaching out.

*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. ↩