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Business Profile

Basement Waterproofing

Basement Systems of Indiana, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/16/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 called in because the rooms above my crawl space are freezing. The air coming out of the vents isnt ever warm.Quote p***ared on 1/17/2023 (Chip) - Discussed wrapping the ducts and was told that you dont want to do that due to possible condensation and after the encapsulation, I wont Need to. Mentioned that my crawl was one of the driest he has ever ********* done on 2/2/2023 CAlled with concerns: 1/2024 -I called in because it was still Very cold. I told it would take time to warm up 4/29/24 - in person service call (after I called back in due to the temperature) - was told to call back when it was cold again 12/5/24 - .12/16/2024 - I called to get answers. Asked for a manager. I was told that they cannot guarantee that their services will help with temperature. She informed me that the original tech, Chip, was no longer with the company (as if that was the answer). After a lengthy conversation and begging, I was told her boss, ***** would be in touch.1/5/2025 They sold me a product and service that was unnecessary for my problem.The *** said my basement was one of the driest he had ever seen but suggested their encapsulation solution.Manager? is now saying they cannot/do not guarantee that their solution will help my crawl space be warmer in the winter, that it is only to protect against moisture. I was told that her manager, ***** would call me back but I never received that call.Their website literally says We recommend installing a vapor barrier along with proper insulation tokeep your home comfortable year-round. And that their SilverGlo insulationreflects heat back into your crawl space for ultimate energy savings.I Promise you that I would not have spent $4000 on a service that wasnt guaranteed to fix my problem. I am a single mom with 2 kids and I just want us all to be comfortable in our home.

    Business Response

    Date: 03/17/2025

    On 3/17, I **** *******, called and spoke to the customer ***** ****** about the issues with her project and experience with our office staff.  I assured her that this is not a normal way of doing business for us and after reviewing the notes on our end form her project, we can and will take care of the issues in her crawl space.  ***** agreed to a site visit on 3/25 at 5:30 PM to address the concerns with her crawl space project. 

    Sincerely, 
    **** *******

    Customer Answer

    Date: 03/17/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this First Step response/resolution is satisfactory to me but in no way is this matter 'closed'.


    Regards,

    ***** ******

  • Initial Complaint

    Date:09/18/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Called them in an emergency when basement windows were leaking, pouring water into the basement. *** took a deposit from me on August 15, 2023 of $1138.86 and said they would have windows cut and put in. *** finally called me again on August 23rd and said they were still waiting on the windows. After hearing nothing more, I called him on September 6th and inquired as to what was going on, because there was still water coming into the basement. He then informed me it would take 3 to 4 months for them to put our windows in. I asked for a refund on my deposit. He begged me to give him a little more time, and we began texting. He asked what the absolute deadline was for them to put the windows in. I told him the absolute latest would be the coming week (Sept *****.) He said he would see what he could do and if it was not possible, he would issue me a refund. On Thursday, September 14th, I still had heard nothing from him, so I texted him again. He told me they would be having a meeting the following morning (Sep 15th) and he would have an answer for me that afternoon. I again heard nothing. I reached out to him today (Sep 18th) and he told me he was out of town and "they'll probably issue you a refund." I was put in contact with his manager, who refuses the refund because they "paid for the windows already." All I want is my deposit back. I have, in text, *** agreeing to refund me if they could not put the windows in on the week of the 11th.

    Business Response

    Date: 09/19/2023

    Hello, 

    Our General Manger *********************** has reached out to ******** in an attempt to resolve the issue and develop a plan of action.  We will be prioritizing getting this customer taken care of by the end of the week and will be installing this customer's project based on the conversation that **** has had with her.  The customer has agreed to let us install windows, *****, covers and the remaining signed contact by the customer.  

    Customer Answer

    Date: 09/19/2023

    Owner has reached out to me and said the work will be done this week and has apologized profusely.

    Customer Answer

    Date: 09/19/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

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

Basement Systems of Indiana, LLC is BBB Accredited.

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