American Waterworks Reviews (%countItem)
American Waterworks Rating
Address: 1307 Valleyhigh Dr NW, Rochester, Minnesota, United States, 55901-0213
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In 2015 American Waterworks installed in my entire basement their drainage system, two sump pumps and clean space. Fall of 2017 I had over 2 inches of water on my basement floor. I called and a representative from American Waterworks came to my home. I was told that I would need to take down my finished walls as the water was hitting the wall joints and jumping their system. Warranty states: contractor will provide labor and materials to fix the leaks at no additional charge to the customer for the lifetime of the structure if water from the wall joint passes through the perimeter of the drainage system. I was told it was my fault and they could put up plastic on the walls. Everything is still the same as when the first installed there system. If their system could not fix my water problem they would have told me that and not have stated that their system would fix my water issues.
The last communication we have had with the customer was October 2017. We have been more than willing to offer help, and this complaint has been the only indication the customer was unhappy.
On all of the proposals and contracts we have provided we have outlined that we “cut finished walls as necessary, homeowner to restore walls”. On August of 2016 we were called back to the homeowner’s residence and provided an estimate to repair a wall crack. The work was never completed.
On October 11, 2017 we received a phone call stating the customer had been on vacation for 5 days and returned to find the basement was flooded.
On October 17, 2017 we returned to the homeowner’s residence and provided an estimate for more work, one of the items we recommended was a battery backup - during heavy storms the power can go out, and the sump pump does not run – This could have been the source of the flood.
In order to solve the concern, we would be willing to hang cleanspace (vapor barrier) on the basement walls as necessary, to direct water from the walls into the system. We would be willing to do this at our expense. We will also remove finished basement walls as necessary, but as stated on the initial contract – the homeowner will need to restore finished walls when we are completed (if desired).
We will be reaching out directly to the customer to schedule the proposed solution. Thank you.
I am rejecting this response because:
My daughter was home during that time in October of 2017. The power did not go out! It was never expressed to me that my walls would have to come down. Yes, I did cut the bottom of the walls off to accommodate your system which I was/am fine with. Do not want plastic up as that will only produce mold and then the system will once again fail. I did not accept the contract to put plastic up because of this reason. I did express my frustrations/concerns with your representative that came out in October.
Cleanspace vapor barrier is designed to direct water from the walls into the system. If water is soaking into the finished wall and running over the system we have two options.
First we could move the waterguard system out further in front of the finished wall to catch the water (we do not recommend this option as it will allow the wall to stay wet). Second we could remove the walls and put up cleanspace vapor barrier (we have installed cleanspace in thousands of homes, and vapor barriers are even code in many applications).
Again, we cut finished walls as necessary and are not liable for damages. We are not finish carpenters, and building back the wall will be the responsibility of the homeowner.
I would be happy to have our service department reach out to you, and setup a time to both inspect the current conditions, and also complete one of the options for free.
I hired American Waterworks to install an active radon mitigation system in my house. The crew showed up and began work. When the job was completed I inspected their work. I quickly noticed that the large diameter piping running up the backside of my house in plain sight was terribly crooked. The pipe terminated just above my gutters. The pipe was cut too short horizontally causing the main stack to pull away from the house and tip the end of the pipe outward. I notified the crew and they returned and re-made the pipe, not up to my standards but more acceptable than the first attempt. I went into my basement to inspect the rest of the work. Upon entering my utility room, I found a spot in my nicely finished floor 16"-24" in diameter where the paint had been eaten off by some harsh chemical. I'd assume the pipe primer had tipped over and spilled on the floor. It had been wiped up and smeared around. The crew never notified me of their mistake. I confronted the crew about the spot on the floor and the foreman said that, "It was possible" that the pipe primer had spilled. I asked him to contact his manager to come up with a solution. I was never contacted. I reached out to the company many times, leaving multiple messages. After roughly a week and a half I received a call back after I had left a stern voicemail message. The employee was going to speak with the other managers at the company and come up with a resolution and call me back in an hour and a half. After a week and a half I called the company again and left another message with no call back since. This is a terrible company to work with. Absolutely not deserving of a "A" rating from the Revdex.com
Upon receiving this complaint we placed a call to the customer. We have arranged a time this Thursday (12/14/17) for a representative from our company to meet on site. We have a plan in action to rectify the situation, and we will update this response after our meeting this Thursday.
Upon receiving this complaint we placed a call to the customer. We have arranged a time this Thursday (12/14/17) for a representative from our company to meet on site. We have a plan in action to rectify the situation, and we will update this response after our meeting this Thursday.
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.
The resolution agreed upon was to replace the Radon system with a new system. The work to the radon system was satisfactory. The damage to the floor coating will be rectified with a reimbursement of half of the estimated cost of the radon system upon the customer’s resolution being submitted to the B.B.B.