Green Mountain Basement Solutions, LLC

Green Mountain Basement Solutions installed this system in 2015. The battery has a 1 year warranty from the manufacturer and not Green Mountain Basement Solutions. We have never had a documented request for annual service. This territory is not ours anymore as we had gone into this territory because...

no other company serviced the area.We Log and document all of our phone calls and the only call we received was this year from the owners son. I personally spoke to him and he told me that everything was working fine.In 2015 there was no such program of a "Healthy basement certificate" as this is a new program that was not in effect when the system was installed. The pumps themselves have a separate manufacturer's warranty that can be checked by any plumber or contractor. The territory of this basement is 2-2.5 hours in 1 direction. We have printed in the documents that this customer signed before having us perform the work that any service call that is not covered by warranty will result in a charge. Simply "checking" the pumps is not a warranty covered call.We were never contacted to perform annual service. When I spoke to her son several weeks ago, he told me that they were fine and didn't need anything. If the battery is dead and since it is past the 1 year warranty on the battery. They will have to call a local contractor and purchase another battery. Everything that is being 'demanded" is NOT a warranty item but is a normal maintenance item that they will need to hire a local contractor as we do not go into that territory anymore.I was present when my production manager spoke to her on the phone and told her that none of the situation they were going through is covered by warranty. It is a "payable service call" and that we are booked solid for weeks with the wet weather that we are experiencing. He told her that any contractor can maintain the manufacturer's warranty on the pumps and the service can be completed by any company as well. We know with 100% assurance that the system is installed correctly as it would not have ever worked since day one. Annual service is highly recommended to catch problems before they happen.They also have a copy of the warranty because she quoted in her complaint that any damage done by water is not covered.We called them back when the event was happening and were told they were all set and then we get a complaint. This is nothing more than a attempt to get something for free with statements that are NOT true.As I stated in the beginning of this response, they are in a territory that we do not go into as there are local contractors in that area.

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
My complaint is not about the work that was done at my house but rather the fact that [redacted] on several occasions promised me an itemized invoice and I have not received one after a month and a half of waiting. He knows I need one to submit to my insurance company but has failed to live up to his promise. I have an email dated July 20th in which [redacted] wrote,Hi [redacted],I arrived back from out of town last evening and did get a message from [redacted] and [redacted] for the itemized bill. I needed our book keeper's help to create and print the invoice off from [redacted]. She is very part time and I had not been able to meet with her when she was at our home office. She went on vacation and then mu family went on vacation.For this I apologize for your inconvenience as this is purely my fault and not my staff as they passed on each message correctly. On top of the events above we were hit very hard with flooding basements which had us burning the candle on both endsI will create a final invoice on letterhead tomorrow as our book keeper is not available until next week. You will have the invoice tomorrow and you have my word on that [redacted] After not receiving the promised itemized invoice I had no choice but to tell him I was going to take legal action. I have called several times since to see if I could get the invoice and he never responded. Mr [redacted] has left me no choice but to seek another resolution to this matter and that is why I contacted the Revdex.com. I  just want and need this invoice so I can submit it to my insurance company and I am not out $15,000. I do not think this is a lot to ask of a reputable Vermont company. 
Regards,
[redacted]

Revdex.com:
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 # [redacted].  
We deny Green Mountain Basement Solutions response and reiterate the following: 1.  We called in 2016 when our battery had issues and requested annual service be completed.  We were informed that someone would call back to schedule as soon as a person was available in our area.  At no time during that call did anyone specify there would be an additional fee for annual service.  GMBS did not return the call to schedule service. 2.  We made several calls in April 2017 to GMBS when our basement became flooded due to the faulty battery.  These calls are evident on phone logs from our home and cell phone companies. 3.  At no time were we ever informed that we needed to contact a local contractor.  In fact, on April 10, 2017, when GMBS spoke with adult son, employee requested son call back on Monday.  Call was made on Monday by husband with no response. Additional calls were made to the answering service with no response.  Cell and home phone numbers were provided on the messages left with the answering service.  4.  We were never informed that GMBS does not service our area.  There is no paperwork to state they do not or will not service our area.  In fact, upon speaking with husband on April 17, 2017, GMBS employee stated that they were just in the area.   5.  The Healthy Basement Certificate was indeed a program in 2015.  Had it not been a program, it would be unusual that we have a brochure discussing the program.  This brochure was included in the packaging that was provided to us in 2015.  Please provide documentation that you enrolled us in the Healthy Basement Certificate program and state why we did not receive our certificate. 6.  In the end, we recognize that this company uses the BUYER BEWARE techniques when doing business, especially when accepting business "over 2 ½ hours away" from their home office.  As we have never had issues doing business with any other company more than 2 hours away – even for service – we admit that we just learned a very valuable and expensive lesson.  Our only hope at this time and in the future is that other people will also BEWARE and read ALL information provided by GREEN MOUNTAIN BASEMENT SOLUTIONS.
Regards,
[redacted]

We did not receive any email or notice that this project was not completed to the customer's satisfaction. I have called him and left a message to call me personally so that I can arrange to have my staff at his home immediately. Another copy of the written warranty will be delivered and my staff...

has been instructed not to leave until the customer is mutually satisfied. Again, I had no knowledge until today that there were some spots on the sill plate that needed more touch up.Please call [redacted] on my direct cell phone (###-###-####) so that I can ensure that we can arrange a time to go to the house.

We have met with the customer and determined the exact nature of the items of her concern and have arranged to take care of the items at a time when she is home.  We are confident that she will be 100% satisfied and she will report that these items have been resolved.