BQ Basement Systems

Dear Revdex.com,We have been in contact with [redacted] regarding her complaint and have come to a resolution which she is satisfied with She is still our satisfied customer with a dry basement and is pursuing solving her problem under her patio with another contractor who specializes in masonry work Thank you

Dear [redacted] ,I left a message on your voicemail today to please call to discuss and resolve your complaint Management became aware of the circumstances of your job when we received this complaint We sincerely apologize for the decision that was made regarding your refund We do have rules regarding cancellations (most companies do to protect themselves from losing money when purchasing materials for jobs) Our customer service representative was attempting to follow those rules Your job had extenuating circumstances which were not taken into consideration when this decision was made On behalf of the entire team at BQ Basement Systems, I apologize for this and will be crediting you with the remaining amount In addition, we would like to send you a $gift card to the restaurant of your choice as a token of our appreciation for your inconvenience and frustrationBQ Basement Systems was started in by Brian Q*** It remains a family owned and operated business located in historic [redacted] We have received many customer service awards and have maintained an A+ accredited Revdex.com rating for all of those years We pride ourselves on our referrals and repeat business and we have over 8,happy customers Brian places great value on our reputation as a contractor who provides a memorable homeowner experience, a great workplace for his employees and a commitment to giving back to the community That being said, we didn't have our finest moment when dealing with your refund We have all learned from it and your feedback will better us as a company.As soon as I hear from you, I will get the refund processed and send a gift card for your inconvenience.Thank you

Dear Revdex.com,The team at BQ has been working many hours and months to bring the [redacted] project to peaceful and successful conclusion We have used structural and geotech engineers and other professionals in attempts to convince Mr [redacted] that our work to date meets industry standards Permits can take some time to acquire Engineers requirealot of site information, product specs and documentation and site visits for to be able to draft drawings to stamp and certify the work The work performed has passed all requirements and has been certified and permitted After many attempts to assure Mr [redacted] that the work met industry standards and that the permit process was coming to a successful conclusion, we are still confused and baffled as to why Mr [redacted] will not approve the structural work performed, even though engineers and the township have approved the work Mr [redacted] continues to discredit us through social media, company-wide emails and threats to employees and the company while asking us back to complete the project We have asked him several times to approve the completed work so we can complete the job, but he refuses to do so The location of the project presents a high level of difficulty for our crews and equipment, due to the extreme incline of the driveway and the drop off at the back of the home Despite this level of difficulty, we were able to complete a sizable portion of the work We have assured Mr [redacted] in writing and verbally that we will of course repair the small patch of driveway (ftx ft.) and the portion of the gutter which one of the pieces of machinery hit Since Mr [redacted] stopped the progress of the work, we tarped the rear of his home He assured the township official that he had winterized his home as well It is very unfortunate that a company with a reputation as strong as ours has to face a consumer who has attacked our company with such hostility We have many pages of records of timely and responsive contacts with Mr [redacted] which includes emails, texts and records of phone conversations Unfortunately, Mr [redacted] will not acknowledge that our work completed to date meets his approval We anxiously await his approval so that we are able to complete the project Mr [redacted] is financing the project and the company he is using to finance the company requires the homeowners "APPROVAL" to release the funds The project is a large project requiring weeks of manual labor from several crews and machinery rental and product investment Mr [redacted] has invested only 10% down With the many attacks against our work and our company and the delays his accusations have caused, we are being advised to make sure Mr [redacted] approves the work to date before we invest the remaining time labor and product to complete the project Mr [redacted] , will you please approve our work to date so we can move forward and complete your project? Thank you!

A representative called me, as described by the business' letter We had an excellent conversation and we came to a resolution of the problem They refunded the rest of my money and also offered a $gift card for my troubles I told them that the gift card was not necessary, however they said that they wanted me to have a positive experience with their company and then I accepted thatThe representative (Margaret) was extremely apologetic and understood that the problem was not a cookie-cutter problem and should have been dealt with in a unique mannerI also understood that sometimes people cancel jobs after materials have been purchased by a company and that was the reason for their no-refund policyMargaret told me that in their team meeting, they were unaware of my problem until they received the letter/email from The Revdex.comThis was somewhat surprising to me, but I will let it go at that In the end, I believe we came to a more than fair resolution and they did their best to rectify the problem and retain their good business practices If I need their services in the future, I would not hesitate to call them Regards, [redacted]

A representative called me, as described by the business' letter.  We had an excellent conversation and we came to a resolution of the problem.  They refunded the rest of my money and also offered a $100 gift card for my troubles.  I told them that the gift card was not necessary, however they said that they wanted me to have a positive experience with their company and then I accepted that. The representative (Margaret) was extremely apologetic and understood that the problem was not a cookie-cutter problem and should have been dealt with in a unique manner. I also understood that sometimes people cancel jobs after materials have been purchased by a company and that was the reason for their no-refund policy. Margaret told me that in their team meeting, they were unaware of my problem until they received the letter/email from The Revdex.com. This was somewhat surprising to me, but I will let it go at that.  In the end, I believe we came to a more than fair resolution and they did their best to rectify the problem and retain their good business practices.  If I need their services in the future, I would not hesitate to call them.
Regards,
[redacted]

[redacted] reached out to us in February 2016 to receive estimate for egress window, we earned his business after he asked us to beat a competitors price.  The contract to install an egress window was signed and the project began February 24th and was successfully installed and completed and...

paid for on February 26th 2016.  There were no notes of any pipes being hit.  The first we heard from [redacted] was November 8th 2017 when he called and asked us to file an insurance claim for the excavation work he allegedly had done at his property to fix a broken pipe.  We were very confused as this was the first we heard from our customer since we installed the egress window in February 2016.  If he reached out to us we would have responded immediately with a site visit.  We have been licensed and insured for more than 20 years. We are not responsible in any way for way for conditions [redacted] is claiming to have fixed 21 months after our installation.  We never received any contact, no phone call, no email until November 8th 2017, when [redacted] called to attempt to get payment for work he claimed to have completed to fix a broken pipe.  This was 1 year and 9 months AFTER we completed installation.  We asked him to send us pictures to get clarity.  He reached out again to get payment for his broken pipe project.  While we understand Mr. Agrawal's frustration at getting a repair, we cannot claim anyl responsibility in any way.  We were never contacted when he experienced issue and we were only contacted after he completed a repair and is attempting to get compensation from an outside source.  This is not fair to BQ that we never had an opportunity to respond or reply to our customer's complaint.

Complaint: [redacted]
I am rejecting this response because:
File attachments would not upload, you can find all exhibits (fig 1, 2, 3, etc) here: [redacted]BQ states in their response that permits take some time to acquire. I contracted them on September 9th, and they started on October 3rd  (24 days). On Sept 9th, I received a text message (fig 1.jpg) from Brian Q[redacted] Jr. (salesman and owners son) stating that Permit process “was going” (3 weeks before the project was planned to start). On September 29th I texted Brian Q[redacted] Jr. asking about permit status and he replied “still in process of it. But we will be good for our part on Monday” (fig 2.jpg) The fact remains, they did not apply for permits until December 7th (fig 3.jpg), and the permits were issued and paid for on December 13th (fig 4.jpg)**fee was doubled because they violated building code for starting work without permits**, only 4 business days total. In their response, they also state that it requires a lot of site information, and site visits which is 100% accurate; however they did not hire any engineer, until over 6 weeks after they started working on my project (2nd week of November) which was 2 weeks after I had to stop them from working because they would not provide any permit documentation, or engineered drawings for the structural work being performed and for the work that was already completed. During the first 3-4 weeks of the project, I asked multiple times about permits, and I was told by multiple staff members (Brian Q[redacted] Jr, Brian Q[redacted] Sr., Margaret Mustin, Stephen Bancroft) on multiple different occasions that they were submitted and in process. They claimed the township takes forever with getting permits. This was the first layer of deception and misinformation I was provided. After I stopped them from work at the end of October (initially because upon a visit I observed the foundation underpinning concrete forms were collapsing while they were filling with concrete and appeared that they were constructed with little knowledge, as well as 4 yards of concrete was spilled on my driveway, side yard and neighbor’s yard as well as splashed all over the siding of my home and large tree (fig 5.pdf), and requested information on permits and drawings that the crew was using to complete my project, they stalled for many weeks and made excuses never providing any of the documentation I requested. They continued to try and convince me that the permits were in process, but after their refusal to provide any documentation of permit application or engineered drawings, I was forced to go to the township building where I learned that they never applied for permits and were lying to me the entire time (at this point 7 weeks since project started). I learned that the foundation underpinning, 1st floor beam replacement and support posts (load points) moved and foundation push piers was done & completed without any structural engineer oversight, stamped drawings or Township engineer inspections. It was simply done freehand by their 3 man crew. This is against building code and I began to feel taken advantage of. They were issued a Violation by Upper Moreland Township (fig 21.jpg) on November 21st for doing foundation work without permits. They were also mandated by the township to provide paperwork for permits and certification for work already completed within 10 days of violation. They failed to meet that deadline yet again.They downplayed everything that was done, even in their response to my complaint with Revdex.com. During the initial weeks of the project, the crew’s negligence included the following: ---Driving their box truck into the roof overhang above my garage smashing the gutter, and aluminum flashing (fig 6.jpg), ---They damaged multiple areas of the driveway with the machines they were using without protecting surface and edges, the dumpsters they dropped and picked up peeled up the blacktop at street level driveway, the trucks & equipment driving and parking over the edges of the sloped section of driveway causing sections to deteriorate and separate from driveway can see heavy ivy worn away from being driven over (fig 7.pdf), ---There is a trail of hardened concrete along the center of my driveway to the street, ---They failed to properly encapsulate the work area from the rest of the home, and used concrete cutting saw, and jackhammer to remove multiple walls and concrete slabs leaving the entire rest of home including all appliances, cabinets, floors, walls, trim and interior doors, even the attic space and all insulation in the attic completely covered in a layer of concrete dust (fig 8.pdf). ---They pushed my A/C unit out of the way without disconnecting anything, puncturing the unit and damaging the piping and unit itself (fig 11.jpg).---They left the back wall that was removed (almost 40 linear feet) uncovered and exposed to the elements (rain, snow & humidity) up until December 21st (wall removed on October 6th.) A few days prior to them covering the open cavity in my home on 12/21, I went to check on the house and found the entire interior of my home covered in moisture (video link available upon request) (fig 12.jpg). We had multiple meetings (October 26, Nov. 1, Nov. 9, Nov 18, Nov 21, Dec. 6) where I was told they were going to make all repairs, and have the work that was completed without township inspections certified by engineer, and each time I remained patient and hopeful that they would keep their word. From 12/6 Brian became selectively/unresponsive. Finally, after 13 weeks of being run in circles, I felt there was no other way to get a resolution which is why I made the original complaint with Revdex.com on 1/12/2016.  All of this unfolded the week of October 24th. I gave them ample time to resolve before making complaint (13 weeks). On Dec. 20, owner Brian Q[redacted] (after weeks of being non responsive to emails, phone calls and text messages) sends me a text message requesting to come back to my home to excavate the front of my property to obtain certification from engineer. I replied that we needed to meet and get on the same page before his crew came to my property again since they have been unresponsive. He responded “got it” (fig 9.jpg). Despite this direct communication, he sent staff from BQ as well as his other company (Premier Building Restorations) whom I have no contractual agreements, nor were they on the building permit as contractor or subcontractor, come to my home and excavate the front of my home without me or anyone representing me present and without my permission (fig 13.jpg). I made a police report with Upper Moreland PD to document this event.At this point (End of December) they finally obtained permits, obtained certification, and were ready to move forward. I was ready to move past the fact that they came to my home without permission and excavated the front of my property. The financing expired because of all the delays, so I called and had financing re-approved as instructed by owner Brian Q[redacted]. After financing was in place, and I thought we were ready to move forward, BQ then tries to tell me that I would have to pay an additional $8600 for some changes we made in November (75% of changes already completed). These changes were agreed in a meeting on November 21st, that they would be done in the original contract price. After that meeting, they had drawings done by engineer according to changes, as well as submitted for permits (Permit application shows project cost of $50,000, not $58,600, see fig 3.jpg) This was another successful attempt by owner Brian Q[redacted], at creating more delays and further hinder the work progress in an effort to not move forward while acting “cooperative”.Days after they excavated without my permission, when it rained, our basement got more water than ever, nearly 6” (fig 10.jpg). I thought because the soil was disturbed from excavation, this was the result. I contacted township to ask if there was permits required to do exterior foundation drain, they replied no, so I decided rent some equipment and hire help to re-excavate and install drain pipe around perimeter of front and side wall. As I started to excavate, I found that a damaged 4” drain pipe (for roof downspout) was broken and replaced with a piece of 3” pipe leaving it unsealed  and loose in the coupler causing all the roof water to drain into the soil against my foundation and ultimately in the basement. After some investigation, I learned it was one of the temporary drain pipes BQ installed in the rear of the house when the project started. When the crew excavated the front area they broke the original pipe, and rather than obtain the proper size pipe, they stuffed a smaller pipe that was in use in the back, in place of it and buried it (fig 14.pdf) with no regard for my home or the effects it would have. See (fig 16.jpg) for what it looked like in the beginning of the project with both pipes installed on downspout in rear of house to direct water off of slope (after the day of excavation of front of my home, there was only one pipe in the rear of house, See first photo in fig 14.pdf)I also found as I dug down to the original footing to install foundation drain pipe (as suggested by engineer), that as I suspected the underpinning was not constructed as per the engineered drawing.  As per the drawing (fig 19.jpg), the underpinning should extend to the end of the original footing with a depth of 24”. Unfortunately that is not the case, it is not 24” nor does it extend nearly to the edge of the footing. In addition, there is a huge cavity between “A” and “B” section (that I exposed) I inserted 24” rebar in the holes the BQ staff drilled and “measured” (the same holes I measured with a borescope and concluded the BQ basement systems staff continued to drill through the dirt (past the concrete underpinning) to come up with the measurements they provided me in fig 22.pdf). Inserting the 24” rebar gives a clear illustration that the underpinning is shallow (fig 20.jpg)., and does not meet specifications in the drawing (fig 19.jpg). I suggested they (BQ Basement systems) contact the engineers that provided them the certification and set up an appointment with me so they can inspect and be on the same page with what has been exposed.  I still have not received any response to this email.In their response they falsely claim that I have discredited their work through social media. I have not yet left a negative review or any negative comments on any social media or public website mentioning BQ Basement system. This statement was completely fabricated. I uploaded a video to show BQ basement Systems staff the damages caused by their negligence, however this video was uploaded private and is only visible with link so unsearchable (fig 17.jpg). The link was only sent to the BQ staff, people in my family as well as my advisor & engineer. The fact that they are now falsely accusing me of making threats is alarming. At this point, they are making a plethora of false accusations, and lack of response to my emails in timely manner (fig 18.jpg) with any type of resolution leaves me to feel I have no other choice but to hire another contractor to redo/repair the work that was incorrectly done and complete this job and file suit against BQ Basement systems. We have not been able to live in our home for more than 4 months due to BQ basement systems negligence in securing permits prior to starting the job, then delayed months while getting documentation for permit application, and causing extensive damage to our property. I have spent tens of thousands of dollars just in home expenses for a home I cannot live in. As of now, there is no end in sight. In their response, they also claim I was supposed to winterize the home, however, on 11/21/2016 owner Brain Q[redacted], stated in a text message (fig 15.jpg) that they were winterizing the home.  I have spent hundreds of hours sorting all documentation (emails, notes from meetings, text messages, etc) to debunk misinformation they spread to other staff members, you at the Revdex.com, their lawyer, the engineer they hired, and the township director and inspector. The have continually tried to twist truth and rewrite what actually happened in an effort to delegitimize my concerns.They claim they have been promptly responsive; here is the last 5 weeks of communication timeline with response time’s (fig 18.jpg)                                    �...⇄ With the exception of Christmas week, I began my responses same day, some emails took 3 days to compose as they have many screenshots, photo’s, attachments, and evidence. As you can see most of his responses are nearly a week, and he simply states the same thing over and over again despite most of his claims were debunked. The majority of the month of January I sat waiting to hear responses from BQ (collectively 21 days). It was another month of expenses, stress, time away from my family, sleepless nights and no movement on my home. Rather than responding to my email on 2/1 in an effort to come to a resolution, BQ spent that time responding to the Revdex.com claim stating how much they are trying, but their actions are loud and clear proving they are not trying to move forward on this project. All my statements, I accompany with illustrations and photo’s to back up my words so this can be put to rest. I have all communications, documents, notes from all meetings, emails, call logs, and text messages logged in timeline form and can provide any information necessary to bring this dispute to a close. They ask again, in their response to approve the work, yet I emailed them photos that I exposed it is not done according to the drawing submitted to the township. What I just recently exposed was one of my original concerns. I explained from the 24th of October, that I will not negotiate on quality; this is a structural job and needs to be done as designed by engineer. I will not move my family into a home that has a sub-par foundation with the potential to fail. In addition, my home is situated on a steep slope with an average grade of 34%. That is why I hired BQ basement systems in the first place, to repair my damaged foundation, and make it as strong as it can be because we have intentions on adding a 2nd floor in the future. If BQ would like to come together with a settlement payment for all the time wasted, my time spent, and damages and walk away from the job, and avoid litigation, I will be willing to consider this option. I just need a resolution ASAP.  
Regards,
[redacted]  [redacted]

Dear Revdex.com,The team at BQ has been working many hours and months to bring the [redacted] project to peaceful and successful conclusion.  We have used structural and geotech engineers and other professionals in attempts to convince Mr. [redacted] that our work to date meets industry standards....

 Permits can take some time to acquire.  Engineers requirealot of site information, product specs and documentation and site visits for to be able to draft drawings to stamp and certify the work.  The work performed has passed all requirements and has been certified and permitted.  After many attempts to assure Mr. [redacted] that the work met industry standards and that the permit process was coming to a successful conclusion, we are still confused and baffled as to why Mr. [redacted] will not approve the structural work performed, even though 2 engineers and the township have approved the work.  Mr. [redacted] continues to discredit us through social media, company-wide emails and threats to employees and the company while asking us back to complete the project.  We have asked him several times to approve the completed work so we can complete the job, but he refuses to do so.  The location of the project presents a high level of difficulty for our crews and equipment, due to the extreme incline of the driveway and the drop off at the back of the home.  Despite this level of difficulty, we were able to complete a sizable portion of the work.  We have assured Mr. [redacted] in writing and verbally that we will of course repair the small patch of driveway (2 ft. x 2 ft.) and the portion of the gutter which one of the pieces of machinery hit.  Since Mr. [redacted] stopped the progress of the work, we tarped the rear of his home.  He assured the township official that he had winterized his home as well.  It is very unfortunate that a company with a reputation as strong as ours has to face a consumer who has attacked our company with such hostility.  We have many pages of records of timely and responsive contacts with Mr. [redacted] which includes emails, texts and records of phone conversations.  Unfortunately, Mr. [redacted] will not acknowledge that our work completed to date meets his approval.  We anxiously await his approval so that we are able to complete the project.  Mr. [redacted] is financing the project and the company he is using to finance the company requires the homeowners "APPROVAL" to release the funds.  The project is a large project requiring weeks of manual labor from several crews and machinery rental and product investment.  Mr. [redacted] has invested only 10% down.  With the many attacks against our work and our company and the delays his accusations have caused, we are being advised to make sure Mr. [redacted] approves the work to date before we invest the remaining time labor and product to complete the project.  Mr. [redacted], will you please approve our work to date so we can move forward and complete your project? Thank you!

Dear Revdex.com,We have been in contact with [redacted] regarding her complaint and have come to a resolution which she is satisfied with.  She is still our satisfied customer with a dry basement and is pursuing solving her problem under her patio with another contractor who specializes...

in masonry work.  Thank you.

Dear [redacted],I left a message on your voicemail today to please call to discuss and resolve your complaint.  Management became aware of the circumstances of your job when we received this complaint.  We sincerely apologize for the decision that was made regarding your refund.  We do...

have rules regarding cancellations (most companies do to protect themselves from losing money when purchasing materials for jobs).  Our customer service representative was attempting to follow those rules.  Your job had extenuating circumstances which were not taken into consideration when this decision was made.  On behalf of the entire team at BQ Basement Systems, I apologize for this and will be crediting you with the remaining amount.  In addition, we would like to send you a $100 gift card to the restaurant of your choice as a token of our appreciation for your inconvenience and frustration. BQ Basement Systems was started in 1997 by Brian Q[redacted].  It remains a family owned and operated business located in historic [redacted].  We have received many customer service awards and have maintained an A+ accredited Revdex.com rating for all of those years.  We pride ourselves on our referrals and repeat business and we have over 8,000 happy customers.  Brian places great value on our reputation as a contractor who provides a memorable homeowner experience, a great workplace for his employees and a commitment to giving back to the community.   That being said, we didn't have our finest moment when dealing with your refund.  We have all learned from it and your feedback will better us as a company.As soon as I hear from you, I will get the refund processed and send a gift card for your inconvenience.Thank you.