Sohan and Sons Waterproofing CoDeer Path West Chester, OH 45069Customer: *** *** *** *** *** ** ***Sept24, 2015Revdex.com:I understand *** *** frustration with the situationThere are a few key facts that need to be addressed and *** *** needs to be aware of:1.) Sohan and Sons Waterproofing Cohave been in business for yearsThrough those years we have built up an impeccable reputation for being honest and genuineWhen I wrote the first letter in response to *** *** complaint I was stating the facts of the situation, not making excuses, I stated that I forgot to stop by *** *** property due to my hectic scheduleThis was not an excuse, it was the truthOn rare occasions, things of this nature happen and I have never had a customer not call me back and ask why I did not stop byWhen I realize that I have made a mistake, I quickly apologize and come out immediately, take full responsibility for forgetting to stop by *** *** propertyIf I was neglecting the situation I would simply not respond to his concerns, which was not the caseOn his second call, which was months later, I came out immediately, For *** *** to not admit that he too forgot about the situation is dishonest and disingenuous, if the situation was so important to *** *** why did it take him months to call me back? I have many clients Ideal with on a daily basis; *** *** has one property that he is responsible for.2.) Secondly, *** *** stated that I did not thoroughly check the second wall for dampnessI asked *** *** if there was any problem on the second wall and he said noWhy would I check the other wall if he stated to me that there was no problem? Furthermore, *** *** has repeatedly said he does not want our help in determining the problem and fixing the problemI respect *** *** decision to not use our services per our warranty, but then the responsibility falls on *** *** to show me how our solution didn't solve his problem, and why he deserves a full refund of the outside work*** *** showed me the room in questionHe had not moved any furniture, cut any drywall, or pulled back any carpet, it is not my responsibility at this point to prove to myself that our system didn't work, On the contrary, it is *** *** responsibility to prove to me that our system didn't solve his problem*** *** showed me no tangible evidence to indicate that our system didn't work except wet carpetWhen I didn't agree with his recommendation for a $refund, *** *** threatened legal action.3.) What *** *** needs to understand is that when it comes to business decisions, I make decisions based on facts, not assumptionsThe quickest way to end a conversation with me is to make emotionally charged threats not supported by factsIt is true, the carpet was definitely wet, but why was it wet? Was it because the work we did didn't solve the existing problem or was there a new problem that has come up, Instead of showing tangible proof that our work was the cause of the wet carpet, *** *** made assumptions of what he thought was the problem, and what he thought it would cost to fix itIf *** *** wants to blame the problem on us, he needs to back that up with visual proof, not assumptionsThere is no seeing where the problem is originating fromFrom the visual evidence of the wet carpet on one wall I came up with my offer of $to try and resolve the complaint,In hindsight, if *** *** would have cut out the drywall and called me over to show me how our system didn't fix the existing problem, and that it was not a new problem, I would have immediately returned his moneyInstead I got assumptions of what it was going to costs to fix the problem, and threats of legal action if I did not agree with him.When dealing with our customers we try and be fair and honest, in return we expect our customers to do the sameI respect *** *** decision to no longer do business with us, and get a partial refund of the work completedHowever, if that is his wish, the responsibility falls on him to show me how our work did not fix his past problem.That being said, our goal is to fix problems and to make customers happyClearly, *** *** is not happy with our work, so we will refund $2,800,by the end of the month, This voids the warranty on all work done at *** *** property and closes the dispute.Sunjeet B.Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me provided Sohan & Sons completes the refund of $by the end of the month as stated in their resolution response. Upon receipt and successful deposit of the $2800, I will fully release Sohan & Sons from the warranty and close this dispute with the Revdex.com.If Sohan & Sons fails to complete the refund as set forth in their response, I will re-open this dispute
Regards,
*** ***
Aug. 30, 2015In May of 2015 [redacted] contacted me (Sunjeet B.) about a possible concern with the waterproofed area that as completed in Oct. 2014. When I asked [redacted] if there was any water intrusion in the area that was waterproofed, he stated no, However, he felt that the room had a...
high level of humidity to it, [redacted] asked if I could use a moisture meter to get a reading of the levels. I informed [redacted] that I don't own or use moisture meters since they are not accurate in assessing where water intrusion is occurring I explained to [redacted] that I need to see physical water to pinpoint the problem area, Nevertheless, I told [redacted] that I would stop by in the coming week to address his concerns. Unfortunately, my schedule was so hectic that I forgot to stop by [redacted]'s house. That was the last and only conversation [redacted] and l had, till he called back on Aug. 21, 2015. Clearly the ball was dropped on both parties, as far as communication is concerned.On Aug. 21, 2015, [redacted] stated that the carpet was wet in the waterproofed room. I started to explain to him that I would come over Saturday Aug. 22" and inspect the situation and we would take care of it at no cost to him, as the warranty states, [redacted] stated that he did not want to use our company anymore and that he was cancelling our partnership and in doing so, he was voiding the warranty. He also stated that he wanted a refund for the work done on the two exterior walls of the property, because he already had another contractor lined up to do the repairs, I told [redacted] that I would come over and look at the situation on Aug.22" between 3-3:30 and if the situation was as he stated I would give him a refund, if he did not want to use our services going forward.On Aug. 22", I called [redacted] at 2:33pm to let him know I was on the way, I got no answer from his phone, so I left a message. Approximately 1 hr. later he returned my phone call and said he would not be able to make it so I told him I would stop by on Aug. 23" at 11 a.m.On Aug. 23"I stopped by [redacted]'s house to inspect the situation. When entering the room that was waterproofed, the carpet was wet on half of the side wall. The front wall that was also waterproofed on the exterior was showing no signs of wetness. I tried to pull the carpetback with my hands, to inspect the wetness but was not able to do so, and did not have the proper tools to do it without damaging the carpet, I once again told [redacted] we would cut the drywall out and find out where the water is coming in from for free, since it was covered under the warranty. [redacted] again refused and asked for his money back. I told [redacted] since only one wall was leaking, and the other wall was waterproofed and showing no signs of leakage that I would reimburse $1400.00. Half of the exterior work cost of $2,800.00, [redacted]stated that the other contractor told him that he would need to rip out all the exterior work and start over from scratch. [redacted] refused my offer of $1400.00 and threatened to sue our company if he did not get all his money back. At that point the conversation was over, and both parties have not spoken since.Important Points of Reference:l. At the time of inspecting the situation on Aug. 23", no drywall and carpet had been removed to inspect the root cause of the water leakage. [redacted] and the other contractor have come up with ahypothetical analysis of the problem without even cutting out the drywall to actually see where thecontractor, nor even I can properly assess the situation until the drywall is cut out and the area is visible. The problem could be much smaller in scale and not need a $10,000 remedy.2) Our company offered [redacted] on two different occasions: on the phone and in person to try and solve the problem for free as stated in the warranty. On both occasions [redacted] rejected the idea, and said he was going with a different company.3) [redacted] wanted a refund of the entire outside project costing $2800.00 Two exterior walls were waterproofed However, only a partial section of one wall was wet. The other wall that was waterproofed was dry and showed no signs of moisture. I offered a $1400.00 refund for the that was wet since he did not want to use our services anymore. [redacted] rejected that offer as well.If you have any questions give me a call at ###-###-####.Sunjeet B.Owner
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Per [redacted],Owner would have responded to customer had she called the phone number on the warranty, there is no email listed for warranty assistance and it's stated on their warranty, he also wanted to make note that he doesn't want complaints published
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
First, I completely reject this response. It is no response at all and in fact includes several non-factual points. I am frankly not surprised. For instance, when I tried to get Sohan to come to my house to investigate the problem, he agreed but never showed up and now he wants to say he got "busy and forgot because of his hectic schedule" and says I should share in his failure to show up at my house per our agreement. This of course shows a complete lack of responsibility. They are looking for a way out by trying to divert attention away from the issue. With regard to Sohan indicating there was only water on one wall, this is completely wrong. If he had bothered to open the closet door and feel the wet carpet on the other wall in question, he could have easily seen the problem was along both walls. He was just ready to offer me $1400 for the one wall and leave quickly. I have since had a professional company remove the drywall, insulation, and trim along both walls, remove the carpet, and expose the root of the problem. In short, the new company indicated the job was done incorrectly and there is no surprise whatsoever that Sohan's poor workmanship and incorrect approach to fix the issue did not work. The new professional company is a very large Cincinnati based waterproofing company with expertise and resources that have worked on some of Cincinnati's largest commercial and residential projects.Clearly, Sohan and I do agree on one thing - I won't let Sohan near my house again. I contracted with Sohan to do the job right the first time, paid them to do it, and when it didn't work, I called them to my house to inspect the problem. Sohan didn't show up because they were busy. I then offered them an easy way out by just refunding my $2800 for all the work they didn't do. Sohan said "we worked hard on this job and I only see water on one wall so I will offer you $1400". This translates to Sohan saying he did half the job so pay half and let's part ways. I paid Sohan $2800 for a complete resolution to my problem and now I am faced with several thousands of dollars of loss due to Sohan. Sohan's unwillingness to refund the full amount speaks volumes about his own character and that of his company. As I stated in my original complaint, this issue is going to cost me well over $10,000 to resolve. I paid about $4000 to have the bedroom rebuilt after Sohan's work the first time so that is money lost. Now I have had to pay again to tear out the bedroom to expose the water leak issue again and will have to pay another $4000 to rebuild it back. Finally, I have the cost to repair the problem the right way which I am awaiting that cost proposal. And none of this includes the hours and hours we have spent dealing with Sohan's lack of performance and now their refusal to stand good on their promise to the consumer. If this complaint is not resolved via my attempt to handle it via a Revdex.com approach, we will let the court decide who is right and who is wrong.........and clearly our claim will far exceed the $2800 refund I offered. And of course, the litigation will include pictures of the issue where the legal system can view the evidence.
Regards,
[redacted]
Sohan and Sons Waterproofing CoDeer Path West Chester, OH 45069Customer: *** *** *** *** *** ** ***Sept24, 2015Revdex.com:I understand *** *** frustration with the situationThere are a few key facts that need to be addressed and *** *** needs to be aware of:1.) Sohan and Sons Waterproofing Cohave been in business for yearsThrough those years we have built up an impeccable reputation for being honest and genuineWhen I wrote the first letter in response to *** *** complaint I was stating the facts of the situation, not making excuses, I stated that I forgot to stop by *** *** property due to my hectic scheduleThis was not an excuse, it was the truthOn rare occasions, things of this nature happen and I have never had a customer not call me back and ask why I did not stop byWhen I realize that I have made a mistake, I quickly apologize and come out immediately, take full responsibility for forgetting to stop by *** *** propertyIf I was neglecting the situation I would simply not respond to his concerns, which was not the caseOn his second call, which was months later, I came out immediately, For *** *** to not admit that he too forgot about the situation is dishonest and disingenuous, if the situation was so important to *** *** why did it take him months to call me back? I have many clients Ideal with on a daily basis; *** *** has one property that he is responsible for.2.) Secondly, *** *** stated that I did not thoroughly check the second wall for dampnessI asked *** *** if there was any problem on the second wall and he said noWhy would I check the other wall if he stated to me that there was no problem? Furthermore, *** *** has repeatedly said he does not want our help in determining the problem and fixing the problemI respect *** *** decision to not use our services per our warranty, but then the responsibility falls on *** *** to show me how our solution didn't solve his problem, and why he deserves a full refund of the outside work*** *** showed me the room in questionHe had not moved any furniture, cut any drywall, or pulled back any carpet, it is not my responsibility at this point to prove to myself that our system didn't work, On the contrary, it is *** *** responsibility to prove to me that our system didn't solve his problem*** *** showed me no tangible evidence to indicate that our system didn't work except wet carpetWhen I didn't agree with his recommendation for a $refund, *** *** threatened legal action.3.) What *** *** needs to understand is that when it comes to business decisions, I make decisions based on facts, not assumptionsThe quickest way to end a conversation with me is to make emotionally charged threats not supported by factsIt is true, the carpet was definitely wet, but why was it wet? Was it because the work we did didn't solve the existing problem or was there a new problem that has come up, Instead of showing tangible proof that our work was the cause of the wet carpet, *** *** made assumptions of what he thought was the problem, and what he thought it would cost to fix itIf *** *** wants to blame the problem on us, he needs to back that up with visual proof, not assumptionsThere is no seeing where the problem is originating fromFrom the visual evidence of the wet carpet on one wall I came up with my offer of $to try and resolve the complaint,In hindsight, if *** *** would have cut out the drywall and called me over to show me how our system didn't fix the existing problem, and that it was not a new problem, I would have immediately returned his moneyInstead I got assumptions of what it was going to costs to fix the problem, and threats of legal action if I did not agree with him.When dealing with our customers we try and be fair and honest, in return we expect our customers to do the sameI respect *** *** decision to no longer do business with us, and get a partial refund of the work completedHowever, if that is his wish, the responsibility falls on him to show me how our work did not fix his past problem.That being said, our goal is to fix problems and to make customers happyClearly, *** *** is not happy with our work, so we will refund $2,800,by the end of the month, This voids the warranty on all work done at *** *** property and closes the dispute.Sunjeet B.Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me provided Sohan & Sons completes the refund of $by the end of the month as stated in their resolution response. Upon receipt and successful deposit of the $2800, I will fully release Sohan & Sons from the warranty and close this dispute with the Revdex.com.If Sohan & Sons fails to complete the refund as set forth in their response, I will re-open this dispute
Regards,
*** ***
Aug. 30, 2015In May of 2015 [redacted] contacted me (Sunjeet B.) about a possible concern with the waterproofed area that as completed in Oct. 2014. When I asked [redacted] if there was any water intrusion in the area that was waterproofed, he stated no, However, he felt that the room had a...
high level of humidity to it, [redacted] asked if I could use a moisture meter to get a reading of the levels. I informed [redacted] that I don't own or use moisture meters since they are not accurate in assessing where water intrusion is occurring I explained to [redacted] that I need to see physical water to pinpoint the problem area, Nevertheless, I told [redacted] that I would stop by in the coming week to address his concerns. Unfortunately, my schedule was so hectic that I forgot to stop by [redacted]'s house. That was the last and only conversation [redacted] and l had, till he called back on Aug. 21, 2015. Clearly the ball was dropped on both parties, as far as communication is concerned.On Aug. 21, 2015, [redacted] stated that the carpet was wet in the waterproofed room. I started to explain to him that I would come over Saturday Aug. 22" and inspect the situation and we would take care of it at no cost to him, as the warranty states, [redacted] stated that he did not want to use our company anymore and that he was cancelling our partnership and in doing so, he was voiding the warranty. He also stated that he wanted a refund for the work done on the two exterior walls of the property, because he already had another contractor lined up to do the repairs, I told [redacted] that I would come over and look at the situation on Aug.22" between 3-3:30 and if the situation was as he stated I would give him a refund, if he did not want to use our services going forward.On Aug. 22", I called [redacted] at 2:33pm to let him know I was on the way, I got no answer from his phone, so I left a message. Approximately 1 hr. later he returned my phone call and said he would not be able to make it so I told him I would stop by on Aug. 23" at 11 a.m.On Aug. 23"I stopped by [redacted]'s house to inspect the situation. When entering the room that was waterproofed, the carpet was wet on half of the side wall. The front wall that was also waterproofed on the exterior was showing no signs of wetness. I tried to pull the carpetback with my hands, to inspect the wetness but was not able to do so, and did not have the proper tools to do it without damaging the carpet, I once again told [redacted] we would cut the drywall out and find out where the water is coming in from for free, since it was covered under the warranty. [redacted] again refused and asked for his money back. I told [redacted] since only one wall was leaking, and the other wall was waterproofed and showing no signs of leakage that I would reimburse $1400.00. Half of the exterior work cost of $2,800.00, [redacted]stated that the other contractor told him that he would need to rip out all the exterior work and start over from scratch. [redacted] refused my offer of $1400.00 and threatened to sue our company if he did not get all his money back. At that point the conversation was over, and both parties have not spoken since.Important Points of Reference:l. At the time of inspecting the situation on Aug. 23", no drywall and carpet had been removed to inspect the root cause of the water leakage. [redacted] and the other contractor have come up with ahypothetical analysis of the problem without even cutting out the drywall to actually see where thecontractor, nor even I can properly assess the situation until the drywall is cut out and the area is visible. The problem could be much smaller in scale and not need a $10,000 remedy.2) Our company offered [redacted] on two different occasions: on the phone and in person to try and solve the problem for free as stated in the warranty. On both occasions [redacted] rejected the idea, and said he was going with a different company.3) [redacted] wanted a refund of the entire outside project costing $2800.00 Two exterior walls were waterproofed However, only a partial section of one wall was wet. The other wall that was waterproofed was dry and showed no signs of moisture. I offered a $1400.00 refund for the that was wet since he did not want to use our services anymore. [redacted] rejected that offer as well.If you have any questions give me a call at ###-###-####.Sunjeet B.Owner
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Per [redacted],Owner would have responded to customer had she called the phone number on the warranty, there is no email listed for warranty assistance and it's stated on their warranty, he also wanted to make note that he doesn't want complaints published
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
First, I completely reject this response. It is no response at all and in fact includes several non-factual points. I am frankly not surprised. For instance, when I tried to get Sohan to come to my house to investigate the problem, he agreed but never showed up and now he wants to say he got "busy and forgot because of his hectic schedule" and says I should share in his failure to show up at my house per our agreement. This of course shows a complete lack of responsibility. They are looking for a way out by trying to divert attention away from the issue. With regard to Sohan indicating there was only water on one wall, this is completely wrong. If he had bothered to open the closet door and feel the wet carpet on the other wall in question, he could have easily seen the problem was along both walls. He was just ready to offer me $1400 for the one wall and leave quickly. I have since had a professional company remove the drywall, insulation, and trim along both walls, remove the carpet, and expose the root of the problem. In short, the new company indicated the job was done incorrectly and there is no surprise whatsoever that Sohan's poor workmanship and incorrect approach to fix the issue did not work. The new professional company is a very large Cincinnati based waterproofing company with expertise and resources that have worked on some of Cincinnati's largest commercial and residential projects.Clearly, Sohan and I do agree on one thing - I won't let Sohan near my house again. I contracted with Sohan to do the job right the first time, paid them to do it, and when it didn't work, I called them to my house to inspect the problem. Sohan didn't show up because they were busy. I then offered them an easy way out by just refunding my $2800 for all the work they didn't do. Sohan said "we worked hard on this job and I only see water on one wall so I will offer you $1400". This translates to Sohan saying he did half the job so pay half and let's part ways. I paid Sohan $2800 for a complete resolution to my problem and now I am faced with several thousands of dollars of loss due to Sohan. Sohan's unwillingness to refund the full amount speaks volumes about his own character and that of his company. As I stated in my original complaint, this issue is going to cost me well over $10,000 to resolve. I paid about $4000 to have the bedroom rebuilt after Sohan's work the first time so that is money lost. Now I have had to pay again to tear out the bedroom to expose the water leak issue again and will have to pay another $4000 to rebuild it back. Finally, I have the cost to repair the problem the right way which I am awaiting that cost proposal. And none of this includes the hours and hours we have spent dealing with Sohan's lack of performance and now their refusal to stand good on their promise to the consumer. If this complaint is not resolved via my attempt to handle it via a Revdex.com approach, we will let the court decide who is right and who is wrong.........and clearly our claim will far exceed the $2800 refund I offered. And of course, the litigation will include pictures of the issue where the legal system can view the evidence.
Regards,
[redacted]