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:04/22/2025

  Type:Sales and Advertising 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.

  After meeting with the salesman i was told by webiste you say a proposal would be given. After 2 weeks of no return phone calls i decided to call those guy like wtf? Dont you even want my work? I decided to use another competitor to do the work. He never took any measurements etc. i thinl he just goes around town for something to do. Anyways thats it, nothing was started but time is money. I suggest you train or stop airing your stupid commercials.

  

  Business Response

  Date: 04/29/2025

  To whom this may concern,

    I have attached some communication documents from customer and our inspector for clarity.

  Appointment set on 4/3/2025

  Appointment ran on 4/7/2025 with a lot of uncertainty as to what all we could help with or not due to the time it took and other appointments already scheduled, Donny needed to conduct a revisit with the customer at a later date. Donny explained it would be about two weeks or so due to our extremely busy schedule from to all of the rain we had received. Customer stated to Donny that he had about a year to work at the property so no rush.  Donny put it on his schedule to revisit on 4/24/2025 and made a call to the customer to remind him of the appointment and did not receive a return phone call. Then we received the complaint. 

• Initial Complaint

  Date:07/12/2024

  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.

  The Basement Doctor raised some sidewalk slabs in our HOA neighborhood in January of 2024. A resident reported to me about a month later that his streetlamp was not working. After quite a lot of digging, our electrician determined that The Basement Doctor had severed the utility line to the streetlamp. The electrician fixed the problem. When I reported this to The Basement Doctor, they refused to take responsibility, even though they did not call 811 before they dug, as they were required to do. They said they would have fixed the problem had they been informed immediately. They received the attached demand letter from our attorney and still refused to reimburse us.

  

  Business Response

  Date: 07/15/2024

  I just want to start off by saying this is very unfortunate. 811 call before you dig was not required because there is no digging for lifting concrete. What happened was we needed to saw cut one of the joints in the concrete (Which is normal) to release a hinge point where the concrete gets caught on other concrete. The installers would know if there was an electrical line under it, in it, or beside it if it were up to code by it being in conduit. Which would cause sparks and inform them to stop cutting. (No sparks) which meant no conduit and they had no idea of the line in or under the concrete, Not up to code. It had been awhile before we heard about this. In our contract it states, Customer responsible for private lines, which means any line not installed by the supplier. (Example) ****, **** *****, ********. This went to a lamp post at the street, 811 would not have marked it even if they were called. I have included the warranty page of the contract and highlighted the area of customers responsibilities. again this is very unfortunate, we could of had our electrician fix it free of charge had we known about it immediately.   

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  It was obvious, from the photo files I have attached, that there was wiring to this street lamp where the concrete was raised.  The **** Revised Code indicates that penetration of the earth with a concrete saw qualifies as "excavation," which requires calling 811, which the Basement Doctor did not do.   I was not informed by the resident immediately after the damage occurred, however, there is also no statute of limitations stated in the Basement Doctor's contract. 

  Regards,
  
  
  
  ***** ********
  
  

  Customer Answer

  Date: 08/10/2024

  Attached are the documents you requested.  Thanks for your help.

• Initial Complaint

  Date:05/15/2024

  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.

  I was selling my house and the inspection noted issues in the crawl space. I contracted with Basement Doctor to take care of mold issues and damaged wood. I paid $12,149 for the job. After the job was completed, I sold the house again, but the inspection noted excessive mold and damaged wood. I called Basement Doctor back and the manager came out and inspected and agreed that the job was not done properly. They came back out and "did" the job again. I sold the house a 3rd time and the inspection came back with the same issues. After inspecting, it was seen that only part of the crawls space was done, there was active mold, and there was damaged wood. I have attached photos of the first job they did, plus the photos from the 1st inspection AND the 2nd inspection. I was able to save the last deal, but they would not allow Basement doctor to do the repairs, so I had to pay someone else to re-do the job. This cost me $10,000.
  I reached out to Basement doctor, yet again, and the rep said if I want them to come back out they would give me an estimate to do anymore work. They installed a so-called vapor barrier and it looks like they just threw it down. The sprayed some chemical that was supposed to take care of the mold and they missed over half of the areas and the areas they hit were spotty. They sprayed foam in all the areas to hide the damaged wood.
  The work they did was horrible and shoddy at best. Even after the manager agreed, they still did not do an adequate job. I lost 2 sales because of them, PLUS I had to pay an additional $10,000 to do the job correctly.

  

  Business Response

  Date: 09/04/2024

  We were called because the house was being sold and the inspector found sill plate and band board needed replaced in some of the areas of the crawlspace, more work was needed. but the home was being sold so only bare minimum done. While our inspector was there, H/O mentioned mold treatment for what appeared to be mold. We are not a mold remediation company. But we offer a mold treatment that we spray that will neutralize mold but will not stop it from growing back if the crawlspace is not conditioned from moisture. We did exactly what was contracted to do per the contract she signed with us. H/O called us and said she wanted the wood to be white when we were done and it was not. The product we use has a white tint to it, but very faint. We told the H/O we would come out and respray the crawl. (We did). She still insisted that she wanted it to be white and we could not achieve that with our product. Another home inspector came out and found other work that needed to be done in the crawlspace before it could be sold, H/O decided to hire another company to come do the repairs and wants us to pay for those repairs. So we went out to inspect what H/O wanted us to pay for and the entire crawlspace was just painted with white latex paint and nothing else that we could see had been done. We ask the H/O how long ago was this done and she said over a week ago, The paint was still so wet it was dripping off the joist and on to us because of the moisture in the crawlspace. So in our eyes all that was done was a cover up of rotten floor joist and potential mold on those floor joist.  I have included pictures from the day we went out.

  

  Business Response

  Date: 11/25/2024

  We feel that we did what was contracted to do, made multiple attempts at our cost  to try and satisfy the customer.  Pictures show the wet latex paint.  I question why it took eleven weeks to respond if it were our issue.

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I'm not sure what they are talking about as far as the 11 weeks, once the initial complaint was made I responded back as soon as BBB sent me an email. The business did not do what they said they initially would do.  If that was the case 3 separate inspections wouldn't have failed and I wouldn't have had to pay another company to do the job they were supposed to do and was paid for.  
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  A sump pump system with backup was installed 2/23/24 with discharge into the backyard. It has caused a quagmire mushy, muddy ground that you can’t walk on. The yard guy mowed the yard and now there are deep tracks in the yard. The sale of our house is pending and this may cause us to lose the sale. When we called we were told tough the contract says they only extend 20’ so this is now our responsibility. No where in the contract or the sales pitch from the salesman was it disclosed or were we informed that we would be left with this mess. When it discharges it’s like having a spring in your yard. We paid them in good faith and are very disappointed that they will not address this problem.

  Customer Answer

  Date: 04/11/2024

  Per phone call from customer 4/11/24 2:45PM the business has resolved this matter and this complaint has been resolved. 

• Initial Complaint

  Date:01/03/2023

  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.

  We had a leaking basement that we wanted to finish. We had the basement doctor come and “waterproof”. They originally quoted us 1 sump pump totaling $12,740.07. 3 guys came for 3 days and worked from 8am-1pm. A few months after the job was finished, our basement leaked. We were told we needed to pay $500 more for another sump pump that we should’ve originally had because one couldn’t do the job sufficiently. We waited a couple months before we finished our basement to make sure it was no longer leaking and it hadn’t been. In Jan of 22, our brand new sump pumps failed and flooded our newly finished basement. The basement doctor discovered that their employees didn’t install the wall brackets correctly and had to cut 11 inches of our brand new drywall as well as take out some flooring and 2x4s to “fix” the issue. The owner, Andy, came with the foreman and was extremely rude to me. He tried to blame the issue on us, even though we had done nothing wrong. Fast forward to Jan. of 23, I wake up to the pump alarm going off. The bigger sump pump is not pumping water and is full to the brim and there is 4 inches of water backed up in our basement. We have a foreman come out, he says the pumps are working fine, takes the pump that’s full out, unplugs it, looks at it, puts it back in and it slowly starts draining immediately even though it wasn’t before. He installs a bigger pump. We had to take up our year old flooring along with the padding under the floor as well as cut 11 inches of drywall from the rest of the basement up and now we have to clean it all up and fix the issue because of the basement doctors faulty equipment and false advertising. They guarantee that once they install their products, your basement will be dry. This is now the 4th time they’ve had to come out since installing their equipment. The owner and office staff is extremely rude. The workers only care about getting jobs done quick and not correctly to get their bonuses.

  

  Business Response

  Date: 01/19/2023

  We have contacted the customer and put in a much more powerful pump at no cost to the customer.

  Customer Answer

  Date: 01/20/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:11/03/2022

  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.

  Our sump pump motor stopped working. We bought the house in Dec 2018 and were told the pump was installed in Aug 2018 and had a lifetime warranty. Have all the paperwork. Motors have failed multiple times and always covered under warranty. Today I am being told that my warranty is not valid because there is a catch basin in the driveway. That was there when we bought the house also. I now have to pay $1000 for a new motor. They are telling me they can see where motors have been replaced under warranty, but that these were mistakes by other technicians. I was showed notes that are "on my file" that one tehnician said in May 2020 that because of the catch basin my warranty was not valid, but I was not told this and I believe that motor was replaced free of charge. I feel as though they are changing the rules to suit them. The technician today is very nice, but apparently unable to do anything.

  

  Business Response

  Date: 11/11/2022

  We are not, nor do we ever want to void anyone's warranty. But our contract states that leaves and debris must be kept clear of our pumps in order for the warranty to be active. We have discussed this with the current homeowner and have come to an agreement.

  Customer Answer

  Date: 11/21/2022

  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. They were very accommodating and understanding.
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  The basement doctor came out to provide and estimate for foundation repair on 10/25. They went over our options and provided and estimate of the work. They proceeded to tell us that in order to get on the schedule we would need to make a deposit which we did of $3100.00. We were then placed on the schedule for work not starting until January 23rd. I'm very concerned about the state of our foundation so after this time knowing we had about 3 days to cancel this transaction, we decided to go with another local company to do this work within 3 weeks. I called to cancel this work on 10/31 four business days after the transaction and was told I was not getting my deposit back. I have not yet heard from the manager of the employee that came out yet. Also my check was cashed on Wednesday October 26th, not allowing for the 3 day grace period. I'm just looking to get my deposit back and go about getting my house fixed. I appreciate the Basement Dr. coming out to give us and estimate, but at this time have chosen another company to do this work. When your investing this kind of money I think its fair to say you want to get several estimates before making the final decision.

  

  Business Response

  Date: 11/02/2022

  The customer has been issued a refund.

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 

  I appreciate the Basement Doctor making good on this refund so quickly. 

  
  
  
  Regards,
  
  
  
  ***** ***
  
  

• Initial Complaint

  Date:10/24/2022

  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.

  I had Basement Doctors add an egress window to my basement. The work was completed on September 6th and 7th of this year. After installation I noticed some issues that I think need resolved. In the installation crew's defense, I did not address my concerns with them while they were onsite. I noticed them later. The following Monday I tried reaching out to my salesman and got voicemail. Tuesday 9/13 I tried again and got voicemail saying that he would be out of the office for a while and to call Julie in the office. I called her and she listened to what I had to say and told me that my salesman would be out until the beginning of October and she would have someone call me before the end of the day. I never got a phone call. I did get an email wanting me to fill out an online review, which I did stating my concerns with no response. I waited until 10/3 and called my salesman again. He got back to me on 10/4 and I explained everything. He assured me that he would get with supervisors and get me answers to my questions and problems. Ten more days went by with no response, so I called him again on 10/14. He got back later in the day and explained that someone else, I believe named Michael would be contacting me to help. It is now 10/24. Ten more days have passed with still no response. In the end I just want what I paid for. When Donny was bidding the project one of the big points that he brought up was a drain in my new egress window well and how my other window, done by another company years ago, did not have one. It made sense to me that having a drain was a good idea and insurance against water problems. My new window has no drain and I still have no answer as to why. My other big concern is that the bottom step in my well seems to have a lot of give to it. Maybe that goes away when the ground settles, I don't know. I'm not a basement or window guy. I simply want resolution to a job that I paid $7,000 for.

  

  Business Response

  Date: 11/02/2022

  We have addressed the customers concerns.