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Complaint Details
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Initial Complaint
01/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 22, 2022, I paid a final payment for services rendered bringing the total to $14,000. The services were to waterproof the basement and crawl space with a 30-year guarantee on some aspects and a 10-year guarantee on others with a no cost to me to fix the issues. The basement still gets water in it like it did before the work was done but calls to the company are never returned. The end result of the work done does not justify the $14,000 price tag that I spent. Ive attached the contract, the receipts and the guarantee from the business.Customer response
02/06/2023
I have not heard from the business in response to my complaint.
Business response
02/06/2023
Responding to complaint number ********. This is ***************************** from Done Right Services and the client customer that file the complaint was ******************************* on March 22nd 2022.
We had worked on his property regarding basement waterproofing of a field stone Foundation and pouring the concrete floor in that basement. Then the second section of the project was to waterproof a concrete block Foundation and a crawl space.
When we started that project there was already 4 to 6 inches of water throughout that entire basement. We had tried numerous ways of extracting that water, but it kept coming back in we did explain to the homeowner that we do not install sub pumps or deal with drainage systems to control a high water table, strictly only waterproof field stone foundations, concrete block foundations, and in some cases we will pour basement floors.
In this case, he continues to have high water table issues and we have mentioned to him numerous times that was not part of our agreement or part of the contract.
Our job in the crawl space section of the basement was to waterproof the concrete block, and pour a concrete floor, minimize the moisture coming in and to clean up the crawl space so he could use it for storage.
His water is a high water table issue and we have had numerous phone calls and texts regarding him hiring somebody to install a pump.
That is not a service we provide, that is not what is described in the contract, that is not what he paid for.
Thank you
Customer response
02/07/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQThe contract stated repair and waterproof the crawl space. By definition, waterproof means impervious to water. If the crawl space still gets water then it is not waterproof. The high water table was never discussed and therefore, I was led to believe that I would have a waterproof basement. Also, after the job was complete, I placed multiples calls to the office regarding the water in the basement and sent along pictures as requested by the person in the office but never received a reply from you. There were never numerous calls and texts from you to discuss anything before, during or after.
I understand that pumps and drainage are not what you do. That has nothing to do with this. The area was supposed to be waterproof and it is not. If the high water table was discussed, we would have taken the appropriate actions since our only desire out of this project was to have a waterproof basement.
Regards,
*****
Business response
10/30/2023
In response to ********************************* complaint file # ********
His rejection statement hes defining the words repair and waterproof the crawl space. However, if you look at the proposal that **************************** posted on his complaint , it states BLOCK WALL FOUNDATION repair and Waterproof.
It does not state repair and Waterproof entire crawlspace. His proposal, clearly states that we were only working on repairing and waterproofing his foundations. We had several conversations about hiring somebody to install sump pumps for his high water table. I explained to ********************** that is not a service we provide. Again our repair and waterproofing services are well defined in our proposal as strictly foundation repair and foundation waterproofing.
Thank you,
***********;
Done Right ServicesCustomer response
10/30/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
When I mentioned crawl space, I am referring to the block foundation that you were supposed to waterproof but that is most definitely not waterproof. I am not referring to the connecting crawl space that I understand was not part of the job. As Ive said before, high water table was NEVER discussed and if there is proof to show otherwise, Id gladly accept that.
This couldve been resolved if you responded to my initial texts after the job was finished regarding the block foundation not being waterproofed but all texts and calls went unanswered.
If I was told about the high water table and that a sump pump was necessary, I wouldve had someone install since the goal of this project was to waterproof my basement so why wouldnt I choose that?
The reviews that I will leave will speak for themselves since this is going no where and we clearly overpaid for the services we actually received and not what we were promised.
*****
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
03/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of Transaction: 3/3/2022 Money Paid: $500.00 Business Provided: Fix small foundation crack Nature of Dispute: Done Right Service caused property damage to my fence gate. It cost me $547 to replace the gate. Owner *************************** does not accept responsibility for the damage he caused and has stopped replying to my emails and phone calls. *************************** did offer to split the costs, but I rejected his offer because all damages were a direct result of his negligence. Account/Tracking Number: Done Right Service did provide a paid invoice, however, the invoice number was not entered.Business response
08/22/2023
money was refunded for the cost to repair gate.Customer response
08/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.