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:05/03/2023

  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.

  I was getting flooding issues to the right side of the property. I consulted with the company and I requested to water proof the house from the outside. The representative instructed and advised me to complete the work from the inside. It costs me approximately $15 to get the work done. After the work was completed, I keep getting waterdamage from the ground floor to the back of the house and the staircase. I called the company several times, several trips made out to the property and I lost time away from work so that they can complete the repair. My property was damaged by the company and they refuse to complete the repair. I spoke with ********************************* - Service Manager from Basement Waterproofing Specialists. He told me that the problem is not attributed to anything that they did. I signed a lifetime warranty and they refuse to fix the problem. I would like the company to repair the damage that was done to my house. I paid to get a new bilkow door installed and 2 pumps. I never had any water damage from the ground floor and the back of my house. After the company dug through the house, water keeps flooding my basement from the ground **. I completed the basement. I am getting water damages and I am also getting mildew. I called the company to complain, ******, the manager refuses to send someone to the property and when he does, he would send someone 2 weeks later when it stops raining. The issue is being blamed because of my water line. They poked something or damaged something in the property and they refuses to fix it. This issue only happens when it rains. Please help me because the company hangs up the phone in my face and tells me that it is not their problem. I have other documentations of the amount of times that they came to the property. This issue only happens when it rains. I do not have any issues in my water line. I do not have any water leaks in the basement. When it rains, I have water seeping from the groung up. I do not know what the company did to my property. I only get water damage when it rains from the ground up and from the back of the house. I requested for the company to repair the damage based on the lifetime warranty and to honor the contract. Hence, to repair further damages that it caused based on the continuing water damage.Thank you,

  

  Business Response

  Date: 05/30/2023

  To whom it may concern,
                  Basement Waterproofing Specialists was initially contacted on August 2nd 2020 by ************************** (hereinafter referred to as the Customer) who expressed interest in scheduling an inspection to discuss different water management methods for her basement. During our initial visit, our inspector identified areas of mold as well as damp walls which led her to recommend the installation of an interior French drain system. This would help drain the block as well as control hydrostatic pressure from pushing through the basement slab where the system was to be installed. Afterward, the customer wanted to get another opinion to discuss waterproofing from the exterior, so a different inspector was deployed and observed that the entire front porch slab would need to be removed to access the foundation wall. This ultimately led the customer to move forward with the interior option. This contract mainly consisted of installing a full perimeter French drain system, treating mold, and installing new basement entryway doors. The contracted scope as well as some additional complimentary work was completed on August 31st 2020.
                  Immediately after the job was completed, the customer called in with concerns of water being on the floor, so a technician was dispatched and the water was determined to be caused by a leaking water line that was connected to her washing machine.This, as well as a few other concerns were corrected during the visit and everything was believed to be rectified at that point.
  Afterward, the customer would routinely call after rain events with complaints of water puddling on the floor near her washer and dryer but was unable to identify where the water was originating from. Each time she would call, she would be very aggressive with our office staff as well as the technicians we would send out. Despite this, we would continue to dispatch personnel to assess and complete additional tasks in an attempt to rule out potential sources. This included opening the concrete floor to make sure the discharge line wasnt leaking, installing a small additional French drain stub to make sure water wasnt pushing up from the floor, cementing a portion of the wall in case block was leaking, etc. It was not until our final visit that our technician identified that water was coming up through her well pump conduit that fed the electrical wire from the house to the underground well pump. During the visit, the technician siliconed the inside of the conduit to prevent water from coming up through it, however we never installed this conduit or worked on it so it wouldnt be covered under our warranty. We explained to the customer that this indicates a break or crack somewhere on the conduit and recommended she contact a plumber or well company to either replace it or locate the break. Following this service, she continued calling in to report water in the same area but she never took the appropriate steps to get the conduit repaired so we refrained from sending any more technicians.