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:06/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On January 5, 2013, we hired Safeguard Waterproofing (Ram Jack) to install a full DrainTile system in our unfinished basement with a lifetime warranty on the entire floor as specified in the contract. However, during heavy downpours, we noticed seepage/water coming from the walls where the DrainTile membrane meets the wall, leading to basement flooding. The costs of inspection was $195, which was wrong for what they did to us and our home. We contacted Safeguard to schedule an inspection on May 15, 2024, and asked them to honor the lifetime warranty. During the inspection, we showed the employee all the areas of seepage and requested a replacement for the full DrainTile system, but our claim was denied. The employee acknowledged that the DrainTile system was not working properly but stated that our warranty was void because we had replaced the battery with a different company after Safeguard ignored our previous calls. The employees at the company were also rude and claimed that the warranty was no longer valid due to the battery replacement. The seepage is not due to sump pump overflow or the battery but instead water is coming out from the walls, with the full amount of water not making it to the pump.I cannot express how horrible the experience has been dealing with the Safeguard Waterproofing company. They are happy to take on new work but refuse to correct their mistakes (poor work product).We have captured videos of the flooding in our basement as evidence to support our claim.

  

  Business Response

  Date: 07/25/2024

  In 2013 we were contracted to install a full perimeter drain tile system with a main and backup pump system the drain tile carries a lifetime warranty the pumps carried a 5-year and a 3-year warranty respectively. We obtained a permit with the village and passed the inspection for the project. 
  

  In 2014 the homeowner contacted us about a seepage issue. At the time of service we determined that additional pumping capacity was needed. The homeowner declined to purchase larger pumps.

  In 2016 the homeowner contacted us about an outside underground piping issue then canceled that request stating that the village told them how to fix it.

  In 2024 the homeowner contacted us for service and there was nothing wrong with our work.  Per our notes she was informed of the charge (customer states when there is rain she gets a good amount of water into basement. No pictures, needs to figure out why, told her is it's nothing to do with our work she has to pay ****** and if she wants a *** she has to pay ******. Any additional install needed will also be added to the *** or service call which ever one she decides.
  Edited By *********************** on 5/10/24 3:21 pm)

  We never received any videos.  

  We have been responsive to all of her calls.  The homeowner needs higher capacity pumps.  

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Water running into my garage they told me that would not happen promise me it. Wouldn't I laid a garden knows on the driveway? The garage start to **** up with water if it rains my houseful flood.

  

  Business Response

  Date: 08/25/2023

  This is not our company - we are Safeguard Waterproofing - Ram Jack Illinois.  Our office is in *************, ** .

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20512839
  
  I am rejecting this response because:
  TheyThey are denying that it is their business although the leather had is theirs in the work was performed by them.

   I want it fixed.
  

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

  

  Business Response

  Date: 08/30/2023

  THIS IS NOT US!  We are Safeguard Waterproofing - Ram Jack Illinois.  A copy of our letter head with our logo and our BBB invoice is attached.  He has the WRONG COMPANY.

  Customer Answer

  Date: 08/30/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:05/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Several years ago, ***** grand and 5-6 working days later, Ram Jack completed a Major job. They nailed it.September 2022. I had a 2" pvc discharge pipe and a 90 degree elbow needed to be connected. I thought I would have to dig ***** " deep in order to connect the two pipes. I called Ram Jack. I have a 3:30 - 4:00 appointment after work.I tell the salesman that all I need is the pipes connected. My system still works good. He says we can Not work on 2' pipes that go under ground. I ask why. He goes right into what they could do for me. They could install a 4" French drain tile with the down spout tied in, past the tree and to the middle of the yard. I question him if this is far out enough. I tell him my current French drain goes all the way to the back of my yard. I am in a low area and we get a lot of water. He says that is over kill, our 4" system will be much better. I was skeptikul but this was Ram Jack. I accepted the job. The job was completed late Sep early Oct 2022.After a few storms my sump pump is running more often.April 2022 We had a very heavy down pour. in 15 min. I have 6" of water along the whole back side of my house.I call Ram Jack for a 2:45 appt. They say nothing avail. that late in the day, they can do a 8:00 am.I have to take a full day off of work to accommodate them.A guy says they can extend the new French drain to the back of the property or add drains along the back of the house. I tell him my old system works. Can you just fix my old system? He can not approve that. He takes measurements for sunken concrete in front of my house.At 2:20 same day. *** arrives. He starts talking about my sunken concrete.I say let's go out back and look at my problem. He has all the options as the first guy. I keep telling him several times, my old system works. Why do I need more drain tile. Can you just fix my old system? Finally he says *******, will that make you happy. I say yes. [Now they can fix 2" pipe?] He remeasures my concrete.

  

  Business Response

  Date: 05/09/2023

  We provided a solution based on the information that ****************** provided **.  Below is his response to the bid.  We adjusted the work based on his request.

  From *****, 9/30/22:

  I have been thinking that I would like to change the diagram. This diagram has the drain pipe going out past the tree and turning to the left or off to the side. I would like the drain pipe go straight out toward the back of the yard. I would like it to go straight out 52- 55 feet. I would  like it to go past the front of my neighbors garage door. He is concerned about drain water seeping onto his driveway.
  I understand that it will increase the bill. I would like to discuss the possibly ,options before the work gets done.
  

   

  The completion of some work does not need additional work will be required in the future.

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Our household received waterproofing from the company in the summer of 2020. We spent $10,841 and were told if we ever got water in our basement to call the company and they would troubleshoot the problem. We were told we have a lifetime warranty transferable to new owners on the work that was completed. We have since gotten water in our basement twice, with the worst time being in September of this year. When called, the company sent out a man by the name of *** who did not review the system for any problems, but instead said that it was our fault for not sweeping leaves away from the drain at the bottom of the basement stairs. He stated that the man who quoted us and oversaw the work "made many promises the company cannot keep" and that "nothing will be done for free". He told us to have a company root out the drain and left. We had a company come out, and the drain was not clogged- it was fully functional. Since then no one has come back out to check the system. We did receive a quote from the company for $2,000 more work to fix the "problem". However, the proposal sent does not solve the problem of the staircase and water ******* down and backing up during heavy rain. We are not sure how the proposal even came to be, as the party in question has not returned to our property more than the one time. We have been playing phone tag with the company for over a month now, with no resolution. We have asked for a new evaluator to come out and to speak to the owner to no avail. We also cannot get a clear explanation of what our lifetime warranty actually covers. From what *** has said, it doesnt seem to cover anything. We have asked for solutions to the stair problem- for example, is there something we can add to catch leaves before they block the drain? When asked we were told "we don't do that here" and to "do it ourselves". No practical solutions are being offered to fix the problem, aside from investing more money.

  

  Business Response

  Date: 10/31/2022

  Homeowner stated he sweeps the landing every - it would be clear if he did.

   

  We stated we couldn't speak as to what the sales consultant said as we were not there.

  We did ask that the drain be check to confirm it wasn't blocked.  We spoke after it was checked.  He was told eliminating the water from the downspout by the front (Side) entrance would help because the driveway is pitched in a way that the water runs to the back of the house. And that I would send a bid for that at a reduced rate but not for free. And then see if anything else would be needed.
  

  Homeowners calls were returned EVERY TIME.
  

  The options he has are the following
  Install a trench drain inside the rear door so if water comes in it will catch it but it wont stop it.He didnt want that he wants the water stopped.
  Move the downspouts so the roof water doesnt run down the drive toward the rear. (Wont help with the yard issue the rear yard is pitched toward the house.
  Raise his retaining walls so they are higher than the yard.
  Nothing above matters if he doesnt keep the drain clean.
  We did have a permit and passed inspection.

  Regarding warranty: Homeowner was told that keeping the drain clean of debris was something they needed to do. And that the drain tile has a lifetime and the over the top 10 years.

  
  Regarding stair problems: Homeowner was told there was nothing we could do. And putting something on top of the drain that would keep debris out could possibly block the door.

  Customer Answer

  Date: 10/31/2022

  Overall it is clear the responder is trying to blame us by saying we do not keep the drain clean. The day the responder came over to inspect was the day after a massive rainstorm that swept debris into the stairwell. It was most definitely not cleaned up because we wanted to show the inspector what the actual issue was. We did not think that this would give him reason to lie and insinuate that we are at fault for not keeping a drain clean- as is stated over four times in his response. The whole reason we had work done was to solve the problem with the stairwell and the door, so seeing the company state nothing can be done is quite disappointing since we were promised this work would solve the problem. Again, we cannot always be home to sweep away debris that is washed down the stairs by gravity- which is not our fault. This was all very clearly stated at the initial quote, and was followed up with multiple times during the course of the work. Roto- Rooter checked the drain immediately upon the inspector leaving (for a fee because he refused to check it). It was never blocked or clogged. Also the downspout in question is already pitched away from the house and is not the issue. The inspector made very clear that the man who quoted us made promises to us other clients that *** not have been 100% true. While I understand that is frustrating for the company, we are still clients who spent a substantial amount of money and deserve consideration with our issue. The company is still not providing any assistance other than spending thousands of more dollars to have more work done, after we were told the work we had completed would be all we ever need. If the company in question refuses to troubleshoot the problem without spending thousands of dollars, then I feel I will have to find a quote from another company and possibly initiate a small claims case. What can be done before we get to that point?

  Thank you,

  ***** and *************************

  

  Business Response

  Date: 11/02/2022

  There is additional work needed and there is a fee for that.  The work we completed is funcitoning as it should.

  Customer Answer

  Date: 11/08/2022

  Complaint: 18205468
  
  I am rejecting this response because:
  
  It was discovered that the drain at the bottom of the staircase in question is not connected to the sump pump system. We paid for the entire system to be streamlined to the sump pit to control the water, and this was not done. The work is not functioning as it should per our last message with SafeGuard RamJack.
  
  

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. We have found legal council and will be attempting to resolve the issue in that manner.

  Regards,

  *********************