Quality Dry Basements Inc.

Complaint: ***
I am rejecting this response because: The simple fact is their response was to tell me to put a gallon of water in the sump pump and I would see it working I did what they suggested and the sump pump did not workIt did not turn on and the water remained inside They were supposed to return and place the discharge pipe slanting down so the water would drain, they never came back I should have been sure and made them do these things before they left They reassured me that they would return and I believed themTwice I was told that if they had to come to my home, I would have to pay money What a sad state of affairs when business don't have integerity and me the consumer is placed in the position of having to defend myself because I ask for the work to be done as advertise** Now that is sa**
Sincerely,
*** ***

The customer is correct, there are specific warrantiesOne on the system and one on the pumpsIT IS CLEAR AS DAY !!!In fact we even replaced a Battery Backup System at NO cost for this customer ( a $1,value ) while it was under warrantyWhen it goes out of warranty there is a service
cost and a replacement costI don't understand what is so hard to understandIn fact we explain this to customer at time of signingThere is no attempt to hide anything.Tell us why here

The customer has problems with dealing with the factsHer pup was out of warrantyHer first call was to my cell phone, while I was out of the countryI have saved the voice mail which states her pump was bad before the Last rainObviously she took her time in calling usSecondly, I informed her
to call the office to schedule a replacmentshe was informed she had to pay $for a pumpAt first she refused to payShe then called and asked for us to come outWe had a tech call her numerous times toschedule an appointment to change out the pumpShe NEVER answered the calls and instead bought a pump from a plumber, voiding any warranty.In fact the customer has a warranty on her system, not on any damage to her flooring.The contract specifically this factShe has also told my assistant that she had moisture- meaning condensation on the floors, which is also specifically not covered by our warranty.The customer has also never sent photo's of anything to usShe is complaining about non-warranty issuesWe will happily send you a copy of her contract to p[rove the point.Her threats are baseless and frankly an attempt to collect money not due under the contract

The pumps have been reattached properly as of Saturday November at no cost to customer.we keep detailed information on our installations The Pupms were installed as requested by customer, and our only mistake is not getting a written waiver of liability from customer at time of contract

I will attempt to answer the complaint onlineThe customer signed a contract showing she gave me $in cash, not $3,000! Also her contract specifically stated we may need to take her last step outIt also stated we would not put it back!
As for the mold, she spoke to my foreman , who
was sitting in front of me and he told her he did do a mold process at the end of the jobShe was on speaker phoneThe only thing- that was a mess was concrete dust , which is again specifically addressed in the contractWe inform clients it will be present and that we do not clean it up, as it is in the air and can take several days to settle to the ground
Again, as for the plumbing, we replaced over 15' of rotted pipe for the customer for $This was an extra charge as it was not caused by our workIf she would have paid a plumber fix her line, it would have cost her over $3,
We went out of our way to help the customerShe even asked our crew if they would comeback and install new basement windows for her
*** ***
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Customer has sent me an email that she has received the warranty The warranty is actually right on the contract and what she has been requesting is the warranty transfer agreement, which is an additional document you give the next homeownerIt is not necessary and has in no way affected her warrantyThis is a curtsy for our customersThis is actually not needed.The good news is that a basement that flooded is now DRY !!!!!

Complaint: ***
I am rejecting this response because: There was only one pump that was fixed on 11/25/17, which was the main pumpEven though it wasn’t completely fixing the entire system we went through with it anywayI actually was very hesitant to have only one pump fixed at that current time and not the other, but as the technician pointed out if we have this one fixed we could at least get the water out of the sumpWith the main pump fixed as long as we have power there will be no chance of water in the basementI also called my husband to be sure this was the route we wanted to go (fixing only one)The technician said he couldn’t do both because he was not authorized by the owner to do so, therefore we let him fix the main pumpThe backup pump was also broken and actually snapped off while the technician was troubleshooting the second (back up) pumpHe said he was not authorized to fix it though because the only agreement he was made aware of by Charlie was that they were going to fix the main pumpThe agreement was to have the system fixed which is obviously not what has happenedWe have called the office and the owners cell phone numerous times over the last week and have not heard backOn a side note, we also charged our battery with a trickle charger that we were told was bad and it actually is notIt does hold a chargethat would mean the AC/DC converter for the back up is broken but we are unable to check to be sure that is the issue because we’ve no longer have a back up system right nowWe currently have half of a system which we signed a contract forThe company has knowingly removed the second part of it and has not been in contact to remedy the situationThe ac/dc would not be under warranty but without both pumps there’s no way to trouble shootUltimately that would be the technician's job and goes back to the first reason we contacted the company, which has yet to be addressed
Sincerely,
*** ***

We have not received any calls from the customer ! We will be in touch to get her her written transfer agreementAs for the pump, it was checked at time of the installation and it is workingWe have had a lot of rain and the customer has not made any mention of seeing water--Great the system is
working as designed !Tell us why here

Complaint: ***
I am rejecting this response because:they put in an extremely low end pump that is one of the cheapest you can purchase at *** ***..for a purchase like this ($1000) one would expect a commercial pump...furthermore after owner of business hung up the phone on me and said nasty comments, we called back and he said that he would install another pump for $with no warranty I received another pump (high end) from another company installed with a one year warranty for just over $
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the issue is not resolvedWe have had contact from the company but a technican has not been on site yet nor do we have a dateIn regards to leaving messages and having them unanswered by us and calling the company would get a quicker response: There was one message that was left and that was on the 31st of October at 4:by Dawn the secretary stating that I could call either her or the owner CharlieThey close at so I did not call back until the am of November 1stThat was the only message left and we do have the voicemail transcript saying to call Charlie directlyAs you can see in the previous log of events there were numerous calls to both the office and Charlie’s cell which all remained unansweredNow calls are being answered about half the time but we still have no date to when a tech will be on siteWe also we’re never told to call the office directly for a better response timeIf that had been the case we would have gladly done soWe are currently calling the office with the same resultsNo one who is as dedicated to getting this issue fixed so our basement does NOT flood again would attempt to prolong the process by not answering/returning callsThat makes more work for me as the consumerI have had to deal with a flooded basement on my own, contacting a lawyer, doing a better business review, etcThe biggest issue right now is we are well two days away from week of this problem and there still is not an appointment set up to have the system fixedAt this point we don’t even know what is getting fixed because they have no come out and assessed the problemsWe were asked to take pictures (which showed very little) but that is not a true assessmentIn regards to my husband putting in a special request with our contract: That part we found quite upsettingIn my text messages from Charlie it was stated, “We never hang pumps in the airMy notes in my file have us putting these pumps on blocks per your husbands request.” In the company’s response to the Revdex.com answer to my complaint it was said, “The fact is her husban actually told me, he would not sign the contract UNless we suspended the pumps so he could put blocks undetr the pumps so thsy would not go on so often.” The owner, Charlie, first stated that my husband requested that the company put the blocks in (which is in a text message on my phone/screen shot from owner from November 3rd at 8:33a.m.) but in the Revdex.com review he states that my husband wanted to put them inEach statement is contradicting the other and in the end neither are trueMy husband did not refuse anything and again none of this that is being stated is on the carbon copy of the sales contract that my husband, myself and the salesperson signedThe fact is that the entire system should be installed to the warranty that is supplied with the contractIt has gone from the blinking light issue that was the initial reason we called the company, to still no technician on site, to no prompt response from the company to numerous phone calls which promoted the Revdex.com review, to finger pointing and still no end it site to this problemI’m very thankful that the company said they would fix my problem for free but it’s been almost a week since the Revdex.com response with contact from the company via phone and text message but never a set date or time for them to view the situationI’ve made two days known to the company that I am available but yet no one has gotten back to me with a date of when they can come out and fix this11/23/will be month since first phone callWe have been told times now we would be contacted with a dateWhen we follow up to find out the date it’s the same story: they are busy and are trying to find a time, yet no one ever gets back to us with a timeWe give it a few days, call again and are told the same thingThe cycle seems to continueWe were hoping we could accept their first answer on the Revdex.com complaint but with no date set still we do not feel the issue is resolved.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: *** *** took $in cash from me on the day we entered into contract. I did not have my eyeglasses that day as I rushed home from work to meet with him, and assumed he entered the correct down payment he required. He entered on my contract in tiny print $200.00. Took my $and also charged my cc $4100.00. This man is a crook. My year old daughter was there and helped me count out the cash that I gave him!!! Forget the mold! forget the broken step!! Forget the mess that was left!!! He owes me a refund on the over payment!!
The total job was to $13,600.00. None of this makes sense. He received $16,500.00. took advantage of a single woman!!!
Sincerely,
*** ***

[redacted] ,has a problem with the facts.She NEVER called 10 times, In  have in fact talked to her after her first  call  and informed her she needed new pumps as they as they are out of warranty. We explained there was a fee of $170 for a service call, which is in fact on the...

contract. we also gave her the price for new pumps and she said she had to think about it. Seems she went shopping for a better deal and couldn't find one so chose to make us look bad and complain to the Revdex.com.The woman doesn't want to pay for a service call and NEVER got back to us about buying new pumps. We have done everything we are responsible for under her warranty. This woman simply wants something for fee.

Complaint: [redacted]
I am rejecting this response because: what he is saying is absolutely NOT TRUE.  I have 32 calls and texts in my phone.  I did not wait to call.  I discovered the faulty pump on a Friday night and called that same night.  He is correct that my first call was to him and he answered me on Saturday as I stated and told me to call the office which I did.  The rest is a figment of his imagination.  after many phone calls and days of trying to get responses, I finally got the number to one tech who was supposed to have called me and called him.  that was when he said he was too busy and to call someone else.  I finally received a call on June 18th - which was already way too late.  Had Mr. [redacted] requested photos or anything else I would have been happy to furnish them.  My contractor and the plumber offered to bring in a waterproofing specialist to write up a report but I wanted to try to do this amicably.  that is why I wrote two email to Mr. [redacted] requesting that we set up a mutually convenient time to meet to survey the situation.  Neither of which he replied to.  to say that the warranty is void because I replaced my own pump is ludicrous. What is one to do?  wait 3 weeks for the water to damage everything?  This was an incredibly stressful and frustrating situation.  to the credit of his bookkeeper, [redacted], she did keep calling me to apologize that there was nothing she could do  and to ask if anyone had gotten back to me.  She also passed on messages from Mr. [redacted] to me (but he never actually called me).  He did tell her that it was impossible that I had water on the floor (although he never came to assess the situation) even though it was quite a rainy month.  I did not care about the cost of a new pump.  I do care that he reassured me when the work was done that I could put down laminate flooring.  This is not just about the damage, but his also his lack of professionalism and  courtesy.  Consumers should not be treated this way and to allow someone to do so is to enable bad business practice.
Sincerely,
[redacted]

The customer has problems with dealing with the facts. Her pup was out of warranty. Her first call was to my cell phone, while I was out of the country. I have saved the voice mail which states her pump was bad before the Last rain. Obviously she took her time in calling us. Secondly,...

I informed her to call the office to schedule a replacment. she was informed she had to pay $550 for a pump. At first she refused to pay. She then called and asked for us to come out. We had a tech call her numerous times toschedule an appointment to change out the pump. She NEVER answered the calls and instead bought a pump from a plumber, voiding any warranty.In fact the customer has a warranty on her system, not on any damage to her flooring.The contract specifically this fact. She has also told my assistant that she had moisture- meaning condensation on the floors, which is also specifically not covered by our warranty.The customer has also never sent photo's of anything to us. She is complaining about non-warranty issues. We will happily send you a copy of her contract to p[rove the point.Her threats  are baseless and frankly an attempt to collect money not due under the contract.

In fact wehave been in touch with the client as we state** We never told her to put a gallon of water in the tank. The tank needs to be filled with 20 gallons of water to work. we are trying to contact customer to set a date to test the pump.

The written information on all three copies of the contract are the same. The system, which is everything but the pumps and battery are warrantied as long as you own the home, with free lbor and material provif=ded if you leak. The pumps are warrantied for eithe 1 year and when out of warranty you pay for new pump, or battery, plus labor.Its simple and very clear. Read it IT !!!Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Oh, yes u did tell me that, thru your secretary, because I could not reach you personally. Our only contact was, by way of your secertary ** or your best worker ** I have not spoken to ** or ** , and they have not called or texted me, since the last conversation about puting water in the pump.                                                                      From the beginning our comunication havenot n productive, you don't like it when a customer wants you to repeat or clarify, you start double talking and waving your arms in the air, which is distracting and you don't answer my questionse Another reason is that our conversations were thru ** or ** , the story always changes from person to person. Why not communicate in person like it was when you were trying to sell me your product?  U also don't respond to my inquiries, don't say why the pump was not tested when installed? Why they never came back to finish adjusting the discharge hose? I need answers to these questions.  To reasure me you are moving in the right direction in an attempt to resolve this problem to our mutual satisfaction and integerity.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told only once that this Warranty has been sent out. The first...

time was in an email stating it was sent out on Wednesday January 25th and then I was told on the same email that it was sent out on Friday January 27th. We received our refund check that was issued to us the same week but nothing else. I would like to have a tracking number provided to me this time when the warranty is sent out so the company and I can track it to ensure we receive it.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The simple fact is their response was to tell me to put a gallon of water in the sump pump and I would see it working.  I did what they suggested and the sump pump did not work.It did not turn on and the water remained inside. They were supposed to return and place the discharge pipe slanting down so the water would drain,  they never came back.   I should have been sure and made them do these things before they left.  They reassured me that they would return and I believed them.Twice I was told that if they had to come to my  home, I would have to pay money.  What a sad state of affairs when business don't have integerity and me the consumer is placed in the  position of having to defend myself because I ask for the work to be done as advertise**  Now that is sa**...
Sincerely,
[redacted]

Mr [redacted] was told at the time of the contract that a new pump
in the existing hole he had was not the right solution and that the pump had a
high probability of failing because it was not attached to a system.  It was explained that because he was not
having a pit installed with the pump and a proper system attached to that pit
and pump that we would not warranty anything. 
Mr [redacted] is trying to fix a complex problem at the lowest cost.  His own wife explained to us that he is
always taking the cheapest solution, without any consideration to its’
effectiveness.  How can you file a complaint
on something that is not warrantied?
 
I have attached the contract that Mr [redacted] signed showing
that there was no warranty on the contract at all.   Mr [redacted] got what he paid for and the failure
of the pump was predicted.  Mr [redacted] is
simply trying to get something for nothing. 
This is an obvious attempt to hurt us as a company.