ComplaintsforWoodford Bros., Inc.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 12 - Woodford Bros installed Waterguard drainage around the interior of my basement entryway. May 13 - I noticed daylight coming through foundation wall where the drainage was installed. From the outside I could see cracking and crumbling concrete. I dug out the exterior of the entryway foundation. I found cracks and holes in the foundation all the way around the foundation. A result from the installation jackhammering. Being a Saturday I didn't call the Woodford office. I sent an email to Nick D'Antonio, Design Specialist, explained the problem. Mr. D******** told me to call the office ask for the Service Manager, Cara. May 15 - Called Woodford. Explained the problem to Cara. She said she would send someone to my home June 12th. June 12 - Michael S**** came to my house and took photos of the damaged area and emailed me a copy of a Service Summary. Two weeks went by with no reply from Woodford. June 27 - I called Woodford Bros. to get an update. I left a voicemail with Service Manager, Cara. June 28 - Carol from Woodford called me and left a voicemail. Asked me to call her back to set a date to have repairs done. I replied to phone number she asked me to call several times leaving voicemail for almost 2 weeks. No reply. July 10 - Called Woodford, asked for Cara. Was told Cara was no longer Service Manager. I was connected with the new Service Manager, Andrew. Andrew said he wanted to come to my house to look at the problem. He set a date for July 21. July 21 - Andrew the Service Manager did not come to my house. Another person was sent to take photos again. Seventeen days went by and again no reply from Woodford. August 8 - Called Service Manager Andrew. Left voicemail asking him to call me, let me know what they're going to do and when they're going to do it. Again, no reply to my calls. The drainage system is useless. All water going into it runs out the side of the foundation instead of the sump basin as designed.

  

  Business response

  09/28/2023

  Thank you for providing a detailed account of your experience, and we apologize for the inconvenience caused by the delay in addressing your concerns. Our goal is to ensure that you receive the quality service you deserve. Here is an outline of the steps we're taking to resolve the situation: Assessment and Documentation: We have reviewed the information you shared about the cracking and crumbling concrete you observed after the installation.   Personnel Transition: We acknowledge that there were changes in our service management during the period of your complaint. We apologize for any confusion this may have caused, and we are now committed to providing you with a dedicated point of contact. Review and Resolution: Our new Service Manager is actively involved in addressing your concerns and has been informed of your situation. We are working on a plan to rectify the issues. Timely Updates: We understand the importance of clear and timely communication throughout this process. We will ensure that you receive regular updates on the progress of your case. Our goal is to promptly address the issues you've raised and ensure that the drainage system functions as intended. We value your business and your satisfaction is paramount to us. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In March 2021, Woodford Brothers came and looked at my wet basement and told me what work I needed to have done to have a dry basement. I trusted what they said, as they say they are the experts. They did the work on 4/14/21 and I paid $6,162.07. After the work was complete, I paid someone else to put in a new floor, install new drywall, and put back in the toilet, vanity, and laundry sink. Fast forward to February 2023 and I have a wet basement again. There is a lot of water underneath the new flooring and now that is ruined. I called Woodford Brothers, as I have a 5-year warranty. They are not honoring the warranty, saying that they recommended that the entire basement be waterproofed. I have attached the contract. On page 6 under "Recommendations to Your Project" is a drawing of exactly what they recommended and what was done. They are not honoring the warranty because on page 5 they wrote "54 ft Waterguard" under the recommendations, which supposedly is my entire basement. When I was signing the contract, the salesman lightly crossed that out and said that I don't need the whole entire basement done. That made sense to me as the other side of my basement was and is still dry. Now they are using that as a way to get out of their warranty and choosing to say the drawing under their recommendations was "a mistake". Interesting to me which page of the contract they decide is a mistake on their part and which page they decide is their recommendation. Their resolution is saying that they made a mistake (see email) and offering half off of some of their full price work and quoted me $3,003.78 to fix their mistake. On top of that amount, I will have to pay, again, to have a new floor put in and pay again to have the toilet, sink, vanity, washer, dryer taken out and then pay one more time to have them put back in. Here is a breakdown of what they quoted me to fix it: BrightWall half price- $580; Demo Walls- $1,236.90; WaterGuard half price- $825; Mobilization- $361.885

  

  Business response

  03/10/2023

  Dear *****, We are sorry that you have experienced a wet basement floor after our system was installed. It is our understanding that water has bypassed our system by traveling along the wooden studs and drywall that is installed on your basement walls. This scenario was unforeseen by us at the time of quoting and installing the Waterguard in your home. Although Woodford Bros., Inc. is not contractually obligated to make changes to the work we've done, we want to help you as our valued customer. In the interest of clarity, I have included the signed Limited Warranty section of your proposal for reference. The warranty states that "If water from the walls or the floor wall joint passes through the perimeter water control system and onto the basement floor we will provide additional labor and materials to fix the leak at no additional charge to the homeowner." In your case, the water on your floor had not passed through our system but instead appears to have traveled along the wooden studs and drywall that is installed directly onto your basement wall, thereby bypassing the perimeter water control system installed by us. The proposal also states that "If the full perimeter is not treated the customer understands this is considered a 'Partial System' (Solution) and that a 'Dry Floor Warranty' Does not apply." We recommend full perimeter Waterguard systems to every home owner since there is no way to guarantee a dry basement floor with a partial system. As previously stated, Woodford Brothers., Inc. is not contractually obligated to make changes to your system at no additional charge to you. Woodford Bros., Inc. would prefer to resolve this matter in the fairest way to both parties. You are our valued customer so we want to help you in the following ways at no additional charge: 1. Remove and dispose of the wood studs and drywall that covers and conceals the section of your basement wall above where Waterguard was installed. (remove only, not replace). 2. Presuming there is no concealed structural defect or other mitigating circumstance we will install Brightwall onto the basement wall above where Waterguard was installed. (This will direct any water leaking through the basement wall into the Waterguard system)

  

  Business response

  03/14/2023

  Because the water did not pass through the Waterguard system, but in fact went over it, what happened is not a warrantable event, however, we want to help. We are offering to install Brightwall to prevent the same problem in the future for no charge to you.  The details of our proposal are as follows: 1. Yes, the Brightwall will be installed from floor to ceiling, ensuring that any water leaking through that wall in the future will be directed into the Waterguard system that was installed by us. Thus preventing the same problem of water reaching the basement floor by way of traveling along wooden studs and drywall to bypass the Waterguard system as it did previously. We are offering this work for free as our contribution to avoid the same problem in the future. 2&3. The water intrusion that damaged the flooring and caused a need for the removal and replacement of the vanity, toilet and sink was not a result of failure of the Waterguard system that was installed by us and is no fault of Woodford Bros., Inc. Therefore, it is not covered under warranty. Please also note that the warranty is specific in that it only applies to water that passes through the Waterguard, meaning that any water that gets onto the floor to the left or right of the Waterguard is also not considered a warranty. This is why a full perimeter system is typically recommended. For more information about Brightwall please visit this website and see attached photo for reference. https://www.***************.com. 

  Customer response

  03/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********,  Regards, ***** *****  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I originally called Woodford Brothers to see if they could fix where the skunks dug under my home. I called them in early March 2022.They said they could come out August 18, 2022. I had a new neighbor move in doing a lot of work on his house and yard suggested I talk to Woodford Brothers also about my deck that sits down near shoreline tipping toward Oneida Lake. Woodford Brothers called on May 24 and said they had a free time that day to come out if I was going to be home. I agreed and Mike J****, Design Specialist, came out and looked around my home and explained what they could do for a porch that was on the back of my home that only had wood foundation. I asked if he could look at the deck. He agreed with my neighbor it was tipping and he took measurements. He went back to office to figure prices. He called me with the numbers they had come up to $10,517.87 for the deck and $11,570.31 for the porch. He suggested I just put concrete blocks around porch. I guess I will just do the deck for now and he said if I did a “same day” signing, I could save 5% and he could come back that night for me to sign contract. I am a senior citizen on my own. Mike came on his motorcycle that night and used a little device for my credit card $2,997.59 which was 30% of total (with the 5% SDS discount). $525.89. On June 1st, Mike called me and said his production manager said it would be $746.13 more. Job to be done on 10/31/22. In early July I called Mike and asked if he could come back because I cleaned around deck and looked like the change of seasons may have made deck area worse. He was really busy and asked if I could take pics and send to him. I don’t know how to do stuff like that, please try to come back. Mid July bad news re: my health/thought I should cancel deck. Wrote to Woodford 7 page letter. Mike said he could give me 1/2 dep. back. I asked if his boss. Eric R****** said $2031 was best b/c of Mike’s time, commission, $2997 & $2031 both emails received. 10/31

  

  Business response

  09/22/2022

  As stated in the attached contract signed by ******** *****, our cancellation policy allows 5 business days to cancel for full deposit refund. ******** ***** cancelled the project beyond that timeframe. The details of this policy can be found on page 8 of the attached contract. The policy is also detailed on page 9 in the second paragraph. It is the same for every customer. This policy is in place to protect the earnings of the commissioned staff and cover the cost of materials and preparation of the job.  Given the situation of ******** ***** we retained only the amount that was already paid to the Sales employee as commission which was less than than 15% of the contract price of $10,738.11 (As shown on the attached signed Change Order). We refunded $2,031.16 instead of $1,610.72. This saved the customer $420.44. We believe this is fair considering our cancellation policy and the exception that was made. 

  Customer response

  09/23/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Ok, I just thought I’d try one last attempt. Regards, ******** ** *****  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 29,2021, I had Woodford brothers come to jack and level my structure. They were supposed to lift areas of an I- beam and add steel plates to level. Instead, the tech never added the steel. He rearranged cinder blocks making the job seem unsafe. 9 phone calls to have the job repaired have only gotten me, "We'll get back to you."

  

  Business response

  07/30/2021

  We are working with this customer to rectify the problem. Attached is the punch work form. There will be no charge. We expect to have the problem repaired as soon as possible. Thank you and we are sorry for any inconvenience this has caused. 

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