American Dry Basement Systems

we purchased our house from my in laws some 12 years ago. They gave us the service for the dry system that was installed, which has a life time warranty. One of our sump pumps died.so they came and replaced the pump after trying to charge us 500 dollars for a new one. The pump they installed don't seem to be pumping properly. So my wife called them and was told someone would call back to set up a appointment. After a week went by(with water coming in our basement) we had yet to get a call back. My wife then call back and set up the appointment. After the appointment day came and went, my wife called them back... they explain they called our house phone no one answered to confirm the appointment so they didn't send anybody out. So my wife set up another appointment and gave them my cell number so I could always be reached.(the appointment was for 2 weeks later with water leaking in my basement). So about 2 days before they called our house phone to cancel the appointment... I really surprise at the total lack of urgency knowing that their product may not working properly. WET BASEMENTS= MOLD AND HEALTH PROBLEMS AND STRUCTUAL DAMAGE. very disappointed

Review: I had work done on a crack in my basement. they filled it with epoxy. it has a lifetime guarantee. it has been less than a month and the crack is leaking. I have been trying to get them to fix the problem but they refuse to call me back. I have called 8 times and got the same answer and that was they'd call me back. I called and left a message once and they immediately called me back when they thought I was inquiring about using their service and when I told them my issue they said they'll call me back.Desired Settlement: I want a call and I want the crack fixed or my money back so I can have someone do it correctly

Business

Response:

We have reached out to Mr [redacted] immediately following initial complaint . We are scheduled to arrive ate his home on Friday April 3rd 2015 to assess and remedy the problem.

Review: We had American Dry Basement waterproof our basement in July 2013. While working on our basement, they damaged a water pipe. Our basement was waterproofed, but now had a leaking pipe. This pretty much defeated the purpose of having the basement waterproofed. The company agreed to fix it. They had their own plumber come out multiple times, but it was never fixed. My husband works from home in the basement. We were going on our second winter with a leaking pipe in the basement. Their plumber was busy and could not schedule a time to fix our pipe before it became cold, so American Dry Basement agreed to pay for another plumber to fix it. We paid for the work to be done on December 2, 2014. I faxed over the information with the agreed amount I paid, but have not been reimbursed and I am finding it very hard to get a call back.Desired Settlement: I expect them to pay the amount I paid the plumber to fix the leaking pipe..

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Review: Before signing the contract for this work, I was told by the salesman ([redacted] that no money would have to be paid for eighteen months, at an interest free rate. Because we are in the process of repairing our home after being flooded by Hurricane Sandy October 2012, we could not afford a monthly payment plan. I was assured, and signed the financing contract, stating that NO payment would be due for eighteen months.I recently received a bill from [redacted] (the financing entity), that this was not so, that I had an eighteen month interest free payment schedule. When I explained that that was not what I was told, or signed, I was told the company had to fax corroborating paperwork. I contacted the salesman who I worked with, he confirmed no payment had to be made and that this had never happened before. He was supposed to contact me with more information on this matter, but to date I have heard nothing.My wife and I cannot afford to make these payments, in fact, I told the salesman anything that included a monthly payment plan, we could not afford and would not be able to afford.We intend on paying for this work, we just cannot do it now or in monthly installments. The money is just not there.

Product_Or_Service: waterproofed basement

Account_Number: XXXXXX

Desired Settlement: We have to be able to repay this financing within the next eighteen months without scheduled payments. The money is just not available any other way.

Business

Response:

Business Response /* (1000, 10, 2013/05/30) */

We have been in contact with Mr.[redacted] and are in the process of correcting his financing agreement. We sincerely apologize to him an believe we have settled this to everyone's satisfaction.

Consumer Response /* (2110, 12, 2013/06/03) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Although it will put us in a tight financial fix, we are willing to pay 3% a month (not interest, but principle), until we have the total paid off within 18 months. However, until we have a contract in writing, this is only an offer and NOT a settlement.

Consumer Response /* (3000, 17, 2013/07/02) */

After an initial offer from the company, I have received no paperwork or phone calls. As of today, I wish to re-open the case, as it is not settled.

Business Response /* (4000, 23, 2013/08/06) */

We have been working with Mr. [redacted] and [redacted] Financing. We have submitted a new charge slip to [redacted] they have requested to correct the financing plan for Mr. [redacted]. We are giving the [redacted]'s a refund to cover the cost of his inconvenience. We have apologized for this error and have always been trying to do whatever we can to make Mr. [redacted] happy and content.

Consumer Response /* (4200, 25, 2013/08/08) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have verbally accepted this proposal with the company, however until I receive signed documents regarding the bank terms, and the company terms of the refund, I cannot accept any proposal by the company.

Review: Sold me a defective unit. Did not show up for 2 scheduled service calls. Screwed me on my credit card. Unable to draw from it even though I make payments every month and am current.Desired Settlement: Want a full refund of $1900.00 for the defective unit credited to my account.

Business

Response:

We became aware of Ms. [redacted]'s complaint after a message was left on the company phone screaming and swearing. We have since contacted Ms. [redacted] to address her concerns. The dehumidifier in question was installed in November 2011. We explained that the manufacturer has a 5 year warranty on the unit. She said she still had the paperwork for the warranty and was not going to file it and if we wanted to file it we could. In September 2013 we had scheduled a service call to Ms. [redacted]'s residence to check the unit. When we schedule any appointment we confirm the day before to be sure the customer will be available. If we cannot confirm we do not send our crew. We could not reach Ms. [redacted] to confirm. Messages were left telling her we would not be coming if she did not confirm the appointment. She did not call back. We rescheduled her appointment, however, our truck broke down while en-route so we did not make it to this appointment. We did contact Ms. [redacted] to explain what happened but were not able to reach her after that to reschedule. We have since contacted her and our Operations Manager has reached an agreement with her. Even though it has been two years since we sold this unit, we are going to her residence this weekend to pick up the [redacted] and give her a refund of $1,400.

As far as the credit card she is complaining about, this job was financed through [redacted] Home Improvement. The card she has is not a credit card to be used as a [redacted] or **, it is only issued for home improvement. This was explained to her at the time of the sale. As of July 2013, [redacted] has stopped offering this type of financing. If she has more home improvements she would like done, she can contact [redacted] to see if they will extend her the credit.

We have always responded to Ms. [redacted] and tried to work with her. She has stated she is satisfied with our solution

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,