Aquaguard Waterproofing Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I doubt if the electrician has really visited our property as we neither got a call nor a door knock for permission to enter the propertyDon't know what to say.We prefer the business to fix the damage and bring the cables back to original state (what ever it takes) rather than taking the discount approach Regards, [redacted]

We apologize that we were unable to remedy our customer's basement problemsWe have determined that it would be too risky to attempt the jobThere is a danger of the basement walls collapsingWe cannot perform work that would be hazardous to us & our customerWe refunded customer's credit card on 6/20/for $This was the contract deposit amount From reading the customer's complaint we admit we could have had better communication with the customer & we apologize for that This was not a typical waterproofing installation job We also apologize for any inconveniences the customer has experienced We also have incurred costs on this job for the permit, engineer's report, materials, time, & labor Customer wants reimbursement for lost rental income but the situation in the lease location was there before & after we left Also, there is no rental license on file with [redacted] CountyWe feel customer's request for rental reimbursement is not acceptableCustomer also wants reimbursement for flooring, walls, bathroom vanity, & driveway According to our contract & customer/contractor agreement that customer signed, we are not responsible for restoring flooring, walls, & utlilites that have to be altered in order for us to do a proper installationIt also states that we are not responsible for driveway damage We wish we could of helped this customer & again apologize that this job didn't go as planned for either parties

My experience with this company was extremely below averageThey are very rude and unprofessionalI do not see how they can possibly have a Grade A with the Revdex.comThey are overpriced and pushySteer clear

We were initially very sceptical about the need for such extensive waterproofing in our basement however our salesman educated us and he was "spot on" in the assessment of the problemI can't praise the work team highly enoughThey were courteous and completed the job in days! They cleaned up and took extra care to prevent the dust from getting all overI would highly recommended this companySalesman was Tom C***Work team was Walter , Eddie and two othersAlso Kimberly in customer service was exceptional! Very responsive to our needs, quick to schedule the work and reply to emails and/or phone calls

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Complaint: ***
I am rejecting this response because:
The business is making claimsThey never tried to help fix the issue nor engaged their insurance company (if they are truly insured as claimed) to look into the damageIn fact when their manager visited the property, he dug the hole to check for the cable and didn't even close it leaving a pot hole thereThis ditch/pot hole is turning out to be hazardous to owners/kids walking in the yardSent multiple communications without any luck/response
Regards,
*** ***

In response to our customer's concerns: As stated on the back of our contract (#8), "Contractor agrees to take precaution not to damage underground and/or sub-floor wiring, sprinkler systems, drain lines, water lines, sewage disposal systems, oil lines, gas lines,
tanks, conduits, or any other non-visible installations in areas of excavation, grading or construction but assumes no liability if damage occurs, nor the responsibility for removing, relocation or replacement of same
As a measure of good faith and customer service, we have gone to customer's home on several occasions to look at the cut cable. We have sent out a technician, supervisor, and original inspectorThe customer also had Verizon out to look at the cableAll parties have stated that the cable is not a "live" wireCustomer states everything in his home is working
Our field supervisor found the cable tied up and stuffed in a boxIt is a dead wireOur supervisor offered to cap it off & bury it but customer declined
We are at a loss of what to do to resolve this matterCustomer owes the balance of his contract of $
Thank you

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Complaint: ***
We are rejecting this response because it contains inaccuracies and deflects the focus away from the main issue The work on the stairwell and downspouts was not noticed by the crew The stairwell portion is included in the contract There is a section in the contract titled "Stairwell Service." One of three categories in that section is "Stairwell Tap(s)," with a line beside it and the word "Yes" handwritten by MrWilliam H***, the senior inspector who wrote the contract My wife and I spoke to him about the stairwell in detail Even though he didn't think the erosion around the stairwell was the cause of the water damage, he advised us that this would be a good time to fix that issue also; we agreed
We also talked to MrH*** about the downspouts which were on the other side of the house from where the waterproofing and sump pump were installed, therefore also not a cause of the water damage He agreed to include the downspouts in the project We just forgot to put it in the contract On the day of the project, I asked the crew about it and they did not know they were supposed to do it I contacted the company to check to see why the crew wasn't told to do the work on the downspouts That is when we realized we forgot to include it in the contract Later, MrH*** called and apologized for not included it Someone from the company must have called the crew chief and told him to do the downspouts I thought that was fair since we had a verbal agreement and that work was part of the price for the entire projectThe stairwell and downspouts are not the real issue AquaGuard needs to address the mishandling of their assessment They gave us bad advice which resulted in our paying thousands of dollars for work that didn't need to be done We concede that the work on the stairwell and downspouts was legitimate However, we still feel that AquaGuard should refund the money for the majority of the project (waterproofing and sump pump)
Regards,
*** ***

AquaGuard will repair customer's wall for no additional chargeThis would normally cost approxiamtely $-
We installed feet of waterproofing system, one submersible pump, two window well taps, & also removed shelving. Customer
has a five - year warranty on the pump and a lifetime warranty on the system. We decline on the refund of $because it would put us in a negative number on this customer's installation
Thank you

There is a warning on this company that indicates that people must pay a fee, get licenced in a strictly regulated industry and then they are independent contractors or agents TRUEhowever, this is EXACTLY the same as all the other financial services companies My spouse worked at *** ** and spent over $to "work" for them but he also had to pay an additional $780/mo for his "desk fees", and had to travel out of town every week at his own expense for additional trainingTo top it off, if he didn't maintain a certain level of production then he would be terminated without compensation
At least with Primerica people have the OPTION of part-time, they have no quotas to meet, and they have the opportunity and option of building their own office This is bad how?

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 Complaint: [redacted]
I am rejecting this response because:
I doubt if the electrician has really visited our property as we neither got a call nor a door knock for permission to enter the property. Don't know what to say.We prefer the business to fix the damage and bring the cables back to original state (what ever it takes) rather than taking the discount approach. 
Regards,
[redacted]

Our service department will contact customer to set up a service appointment.
Thank you.

We apologize that we were unable to remedy our customer's basement problems. We have determined that it would be too risky to attempt the job. There is a danger of the basement  walls collapsing. We cannot perform work that would be hazardous to us & our...

customer. We refunded customer's credit card on 6/20/14 for $2000.00. This was the contract deposit amount.
From reading the customer's complaint we admit we could have had better communication with the customer & we apologize for that.  This was not a typical waterproofing installation job. 
We also apologize for any inconveniences the customer has experienced.  We also have incurred costs on this job for the permit, engineer's report, materials, time, & labor.  
Customer wants reimbursement for lost rental income but the situation in the lease location was there before & after we left.  Also, there is no rental license on file with [redacted] County. We feel customer's request for rental reimbursement is not acceptable. Customer also wants reimbursement for flooring, walls, bathroom vanity, & driveway.  According to our contract & customer/contractor agreement that customer signed, we are not responsible for restoring flooring, walls, & utlilites that have to be altered in order for us to do a proper installation. It also states that we are not responsible for driveway damage.
We wish we could of helped this customer & again apologize that this job didn't go as planned for either parties.

My experience with this company was extremely below average. They are very rude and unprofessional. I do not see how they can possibly have a Grade A with the Revdex.com. They are overpriced and pushy. Steer clear

In response to customer's rejection:  customer contacted AquaGuard with water seepage issues. We performed a thorough inspection of customer's home & customer signed a contract. We performed contracted work. Customer now has a waterproofing system with a lifetime warranty. Again, there was no unnecessary work performed so no refund will be issued.
Thank you.

We were initially very sceptical about the need for such extensive waterproofing in our basement however our salesman educated us and he was "spot on" in the assessment of the problem. I can't praise the work team highly enough. They were courteous and completed the job in 2 days! They cleaned up and took extra care to prevent the dust from getting all over. I would highly recommended this company. Salesman was Tom C[redacted]. Work team was Walter , Eddie and two others. Also Kimberly in customer service was exceptional! Very responsive to our needs, quick to schedule the work and reply to emails and/or phone calls.

I want to commend Aquaguard's working staff. They were efficient, neat, personable and professional. They worked as a team and in my estimation could not have represented their firm any better. They should be commended, we will higly recommend there services.

Review: I am a 77 year old single woman. This summer I had water leakage problems in my basement resulting in flooding and some damage. The water came through the back wall and spread across the floor. I contacted Aquaguard and they sent a representative to inspect my basement. He looked at the walls and other areas in the basement and recommended trenching the perimeter of the entire basement and installing a sump pump as the best way to stop water from entering the basement. I agreed and signed a contract for over $10,00.00. The work was begun on August 23rd and completed on the 25th. However, the pipe they installed to run the water from the sump pump to the outside ended too close to my house and I had to have someone else extend it to the proper length. Then on August 28th it rained and water began coming though the back wall which had not had any work done to it. I contacted the company and they have offered to seal the back wall and cover it with black mirror drain at no cost. I have twice requested for this proposal to be sent to me in writing, but have not received it at this time. My concerns are the following: First, I feel that the trenching itself may have been unnecessary and I was talked into a $10,00.00 project for no real reason. Second, by covering the wall with the black mirror drain I would then have to cover all the mirror drain with drywall to match the appearance of the other walls and it will be almost impossible to tell whether the wall has been actually sealed or just had a band aid repair applied. If the sealing of the back wall is what fixes the leakage was the trenching necessary? This has been a costly project, both fiscally and emotionally.Desired Settlement: I would like the back wall sealed with waterproof cement and painted with waterproof paint/sealer. I would also like a partial refund of my fees based on the likelihood that the work performed (trenching the basement and installing the sump pump) was not necessary. I believe a refund of $4000.00 would be appropriate.

Business

Response:

AquaGuard will repair customer's wall for no additional charge. This would normally cost approxiamtely $1000.00 - 1500.00.

We installed 90 feet of waterproofing system, one submersible pump, two window well taps, & also removed shelving. Customer has a five - year warranty on the pump and a lifetime warranty on the system. We decline on the refund of $4000.00 because it would put us in a negative number on this customer's installation.

Thank you.

Review: In 2009, my condominium association hired AquaGuard to investigate the source of some basement level water infiltration and make repairs to manage the infiltration. They removed a few walls (drywall, studs, insulation) to expose the exterior masonry wall, they installed a new perimeter perforated drain connected to a new in-floor sump pump, and installed some "dimple" sheet membrane against the masonry wall. They also provide a lifetime transferabble warranty on the system.

Over two months ago, we noticed that water was inflitrating again and soaking the drywall, carpet, baseboards, etc. We once again removed the drywall and found that the wall insulation was soaking wet. We also discovered that AquaGuard had installed the dimple sheet only 6" high, which was about 4 feet lower than the outside. Water had been infiltrating for almost 6 years and since there was no dimple sheet to catch it, it just soaked the walls instead. Their installation was defective from day one.

We called AquaGuard to please come make repairs to their defective system on June 14th 2013. They failed to arrive on the 16th as promised and arrived on the 19th only to observe the issue, but not make any repairs. They did not return until June 28th - with a non-English speaking crew, which hampered any progress - and once again did not perform the repairs we requested.

We have called and emailed repeatedly and gotten no response after having been promised many responses and much action.

Our only recourse is to file this complaint and hope they understand the seriousness of our situation. In the meantime, the condo owner who lives in that basement level unit has moved out due to health complications from the presence of significant mold.Desired Settlement: The desired outcome is that AquaGuard come back out to make repairs to the waterproofing system so it actually works, and raise the dimple sheet to at least the height of the outside grade. The sump pump should be tested. They should replace the drywall, insulation, studs, baseboards, carpet, etc.

Business

Response:

We performed waterproofing services for our customer in July, 2009. In June, 2013 the customer called saying there's a problem with the system. Due to the complexity of this particular problem we had to send multiple technicians out to investigate. On July 26th, 2013 our service department contacted the customer to schedule a service appointment for July 31, 2013. On July 29th the customer informed us through email that he had already hired a third party waterproofing company to inspect, evaluate, and correct any problems with the system.

We received this complaint on July 25th with the customer requesting repair work from us as his desired settlement. We attempted to provide this but have been refused by the customer to do so. Per our Contract Agreement #18 we have the right for re-entry and opportunity to cure. If the customer has a third party work on our system this will void his warranty with us (#21 on Contract Agreement).

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

My experience with this company was extremely below average. They are very rude and unprofessional. I do not see how they can possibly have a Grade A with the Revdex.com. They are overpriced and pushy. Steer clear

Review: To whom it may concern,

My name is [redacted]. I am a customer of AquaGuard since signing a contract on April 1, 2014. We initially signed a contract to have work done to our basement including a sump pump system and drain installation along all four basement walls. Our contract included a dry basement guarantee and lifetime warranty. Shortly after signing the contract I began to have my doubts. AquaGuard provides a 3 day window in which customers can rescind their contracts. Upon expressing my desire to cancel my contract ** came out to meet with me and helped ease my fears and hesitations about proceeding with AquaGuard. I ended up resigning a new contract that was more competitive with other offers received on April 5, 2014 with AquaGuard to have the work listed above completed. We schedule a date with [redacted] to have the work completed as soon as possible.

The first install date we received from AquaGuard was April 11th and 12th with the possibility of needing the 14th and 15th as well. The crew arrived on April 11 at 10:00am. They worked until approximately 2:00pm. They began by cutting away and removing drywall along all of the perimeter walls. They also removed the needed flooring along all the walls and the vanity and toilet were removed from the bathroom. They started to break through the concrete flooring in our spare room, digging approximately one foot deep and wide. At 2:00pm they informed me that they did not have the correct equipment to complete the work due to our foundation being a solid piece of thick concrete. The crew leader stated that they would return April 12th with the correct equipment to complete the job and that there was nothing to worry about. I received a call from both [redacted] and ** confirming what the crew leader had told me reiterating that the crew would be returning the next day with the correct tools needed to complete the job and there was nothing to worry about.

April 12th the crew returned around 10:00am to resume work. Shortly into working they called me down to explain that they were still having trouble completing the job as they had not been able to secure the correct tools needed- as I had previous been assured they would. They said that they would have to come back the following week to complete the work once they could obtain the correct equipment needed. ** and [redacted] both confirmed this by phone as well that same day, though I was told by [redacted] that they would not be able to come back until April 25th and would again need 2 to 4 days to complete the work.

At this point we were already slightly upset that the correct tools needed had not been brought that morning despite being informed they would. Additionally, we now needed to wait another two weeks before the job could be completed. This worried us for two reasons:

1.) We rent our basement out and this meant displacing our renter for an even longer period of time.

2.) More rain was forecasted and we were afraid of more flooding in the basement (which did occur on two separate occasions while we waited for AquaGuard to complete the work)

We were starting to have our doubts about AquaGuard. I spoke with ** on April 11th and expressed my frustration and doubts. He again reassured me that there was nothing to worry about and that AquaGuard would be able to complete the job. We were told that we were lucky that we went with AquaGuard as they were the only company who had the skills and ability to complete this challenging job. Again, we were reassured that we had nothing to worry about and that they would indeed complete the job.

When the crew was packing up to leave on April 12th they were initially going to leave the bathroom torn apart and the floor open in the areas they had already started working. I asked them to put the bathroom back together and close the floor back up as they weren't going to be back for 2 weeks. At first they were a bit hesitant, but they did end up doing as asked. In addition, I asked them to remove the rocks that were piled unto our driveway in the back of the house that were to be used as fillers around the piping. Again, they were hesitant due to the amount of work this would entail. In the ended, I relented on this point as they assured me they would be back in 2 weeks to complete the work.

As the date approached I called to confirm the installation date of April 25th. I was told that wasn't the date AquaGuard had scheduled on the books and instead we had been scheduled to have the work started on May 1st (I could be off by one day either direction). I was a bit confused as to why/how this issue with scheduling occurred, but I figured it wasn't worth arguing over or worrying about as [redacted] reassured me that AquaGuard would definitely resume work on May 1st. Again, AquaGuard assured us that they could indeed complete the job and that this is just how things go sometimes with construction project in regards to the delays. Again, they told us how lucky we were to have chosen AquaGuard as they were the only ones who are able to complete this job. AquaGuard also reiterated to us that if we were to cancel our contract at this point we would have to forfeit our deposit of $2,000.

I received a call on April 30th from AquaGuard (I forget the persons name but he said he was one of the head foremen or engineers, I believe) stating that what was going on at our house had just come across his desk and that he had been looking it over. He stated that they were still going to be doing the job and admitted that things had not been handled in the best manner up until this point with regards to the rescheduling and date changes we had been experiencing. However, he stated that unfortunately he needed to reschedule us one more time. The reason given was that there was only one or two crews within the company that were able to complete the job as it needed to be done. Again, we were assured that the next time AquaGuard arrived to work on our basement they would continue the job until it was completed so that we would not have to worry about rescheduling again. The earliest date I was offered was May 12th, but being that I was supposed to be out of the country for work until May 14th we rescheduled for May 15th.

Due to my work trip being delayed and me now being out of the country until May 25th I had my wife, [redacted], call on May 13th, prior to the May 15th install date, to make sure everything was on schedule. [redacted] at this point stated that nothing had been scheduled because they wanted an engineer to come out prior to scheduling a date for installation to map out the best construction plan. This information came as quite a shock to us. Not only was nothing scheduled (contradictory to what we were told), but we figured if AquaGuard wanted an engineer to assess our basement, they should have planned to do so. I do not know what would have happened had my wife not called but I suspect no one would have shown up or called to let us know why. That being said, they were able to get an engineer out on May 14th to look at the basement. He told my wife that they would be able to complete the job, though it would require a different approach then what they initially had planned and would require them to install a co-plate system. After the engineer left, my wife sent me a text asking me to call her to go over everything that she had just been told. After speaking with her I tried calling AquaGuard to see what the plan was and left a message as I was unable to reach anyone. My wife then tried calling AquaGuard. She was able to speak with [redacted], who was rude and not helpful, and **, who informed her that AquaGuard would no longer complete the work on our basement (contradictory to what the engineer told her) and if they were to attempt the co-plate system AquaGuard would not be able to offer the Dry Basement Guarantee. My wife instructed AquaGuard ([redacted] and **) that they need to contact me ([redacted]) via voicemail or email to let me know what was going on as I was the one who would need to make any decisions or approve any changes as my name was on the contract.

The same day (May 14th) I received a two voicemails from AquaGuard, I'm almost positive they were from [redacted], stating that a crew would be coming out to complete the work on our basement May 16th and to call and confirm that this was OK. Obviously we were confused, but AquaGuard had not proven to be reliable with communication so we figured they changed their minds and were willing to complete the job. I called and left multiple messages for [redacted] stating that May 16th was fine and asking for clarification on the plan. My wife also tried calling and leaving multiple messages. We informed AquaGuard via messages that [redacted] needs to be at work May 16th and I was still out of the country so we would leave the basement unlocked and that they were allowed to start when they arrived. We also left a number for a friend who would be able to come to the house in case the workers needed anyone present. May 16th came and went with no return call from AquaGuard and no one showing up to do the work.

On May 16th my wife tried reached [redacted] all morning to figure out if construction on our basement truly was taking place. She finally reached [redacted] in the afternoon. [redacted] stated that she was told that AquaGuard could not do the work, no work was currently taking place at our house, she denied ever calling me stating that construction would take place May 16th, and we would get refunded our $2,000 deposit. [redacted] again told [redacted] that AquaGuard needs to get in contact with me because my name was on the contract and she was not going to authorize anything.

During this time I attempted to contact [redacted], ** or anyone at AquaGuard so that I could get the story from them on what was going on and what was now going to be done to our basement. I called multiple times a day for a few days leaving messages for [redacted] and ** asking them to call my cell phone and explain what was going on. In the messages left, I explained that though I was still in [redacted] and unable to answer my cell, I could still check my voicemail and call them back. After still no response I decided to wait again to call until I returned home instead of continuing to pay international call rates just to leave messages to which no one was responding.

Upon returning home on May 25th I attempted to call both [redacted] and ** multiple time throughout the week leaving messages asking for someone to call me back to explain what was going on. After trying to reach someone for over two weeks I finally received a call back from ** who left a voicemail apologizing that no one had returned my calls and explaining that AquaGuard would not be able to do the job and that they were canceling the contract and refunding the $2,000 deposit that we had initially put down. I received another call on June 6th from **, which again I missed and ** left a message again reiterating what he said in his previous message and stating that we should receive a refund to our CC the following week.

That brings us to today. As of June 21th I still have yet to receive any refund from AquaGuard, I still have an unfinished basement, I still have a massive mound or rocks on my back driveway, which has started to have mold grow underneath and cause erosion to my driveway. I still have been severely underwhelmed by the lack of response, or any genuine apology from AquaGuard as to how things have gone to this point. Also, up to this point, I have not agreed to any cancellation.

To briefly summarize:

- We have been/were under contract with AquaGuard since April 5, over 3 months, and still have not had the worked promised completed.

- We have lost rent since April due to not having a basement that is in a condition to live in as AquaGuard removed sections of the drywall and some studs from the perimeter walls and portions of the flooring along the walls on April 10 when they first came to start the job.

- We were told multiple times that we were not allowed to cancel the contract, but out of nowhere AquaGuard feels they have the right to do so even though telling us multiple times on various occasions that we had nothing to worry about, that we were lucky to have hired them, that they were the only ones in this area who could do such a job, and assured that the work would be completed even after opening the floor.

- We have a large pile of rocks on our driveway that now has mold growing under it and in addition have received damage to our driveway from the rocks and AquaGuards vehicles.

- We have had to have water remediation twice since signing a contract with AquaGuard due to their in ability to complete the work in a timely manner.

- As of June 21th still have not received any money back from AquaGuard.

- We have not consented to any cancellation

As stated multiple times, we are not very happy with AquaGuard nor feel that we have been treated fairly, respectfully, or professionally. Instead we have been given the run around and excuses time after time as to why things are delayed and in the end cannot be completed. In addition, when calling the office, [redacted] has been rude and at the minimum unprofessional with us multiple times, raising her voice or expressing frustration with us as if it were our fault for all the delays and date changes. I will say, that other then the couple of weeks where I could not reach ** or receive a call back from him, he has been fairly professional and we feel as if he was genuinely trying to help us and felt bad for the end result, though he is the only one at the company I can say this about.

At this point we are frustrated and feel that AquaGuard is not interested in resolving our issues.Desired Settlement: My desirable outcome is for financial compensation for the money that was lost due to water remediation post hiring AquaGuard; lost rent for four months ($1,000 per month); and funds to repair flooring, walls, bathroom vanity, and driveway as a result of damage and incomplete word from AquaGuard.

Business

Response:

We apologize that we were unable to remedy our customer's basement problems. We have determined that it would be too risky to attempt the job. There is a danger of the basement walls collapsing. We cannot perform work that would be hazardous to us & our customer. We refunded customer's credit card on 6/20/14 for $2000.00. This was the contract deposit amount.

From reading the customer's complaint we admit we could have had better communication with the customer & we apologize for that. This was not a typical waterproofing installation job.

We also apologize for any inconveniences the customer has experienced. We also have incurred costs on this job for the permit, engineer's report, materials, time, & labor.

Customer wants reimbursement for lost rental income but the situation in the lease location was there before & after we left. Also, there is no rental license on file with [redacted] County. We feel customer's request for rental reimbursement is not acceptable. Customer also wants reimbursement for flooring, walls, bathroom vanity, & driveway. According to our contract & customer/contractor agreement that customer signed, we are not responsible for restoring flooring, walls, & utlilites that have to be altered in order for us to do a proper installation. It also states that we are not responsible for driveway damage.

We wish we could of helped this customer & again apologize that this job didn't go as planned for either parties.