AquaProof Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information represented from the contractor is not accurate and in some cases not even relevant.First the Grate on one occasion after a heavy rain was partially covered with pine needles from the pine tree above. We have kept this clean as requested but is not the cause of the problem or even relevant.Aquaproof did install a yard line as mentioned before in an effort to eliminate the water retention problem they were contracted to fix. We are not water experts and thought we hired the experts as they sell themselves that way. Aquaproof did promise to get the yard dry and eliminate the water retention problem both verbally and in writing (Warranty attached).No one forced anyone to fill out a warranty and in fact my father in law was not even present when the work was completed and we asked for the written warranty for the work that was promised.No reputable contractor would give a warranty that they did not feel was accurate and within the scope of the contract even if asked.The area of concern is the same area that was contracted on May 21st 2014. This can be seen in the marked up contract showing the current area in question. We are simply asking for Aquaproof to complete the job as promised.When Aquaproof installs a yard line they then put seed and straw in the area. The sprinkler was placed there in May of and has not moved or been used. It was pretty obvious early on that watering was not necessary as the yard did not dry out.*** of Aquaproof came out after a period without rain and saw the problem and even acknowledged that there was a problem and was not sure how to fix it. The suggestion from the Fairfield engineer was met with resistance as *** felt it would be too expensive.We have sat for a year allowing Aquaproof to put bandaids on the problem and am asking for them to fix it correctly once and for all. We have no benefit to letting this linger on without resolution as we would like it fixed and be done with it. To date since buying this house we have not been able to use our back yard. Our daughter's swingset is still in storage and the dogs have been staying at our in laws house.We feel it is not ethical for Aquaproof to hold us hostage refusing to honor their warranty and fix the problem without us signing a document saying that if they are not successful in fixing the problem they will no longer be responsible. I guess this strong arm tactic is their way to not honor their warranties. We have even offered as a good faith gesture to sign a document saying that the water retention problem was fixed if after the work is completed that *** proposed and the problem is eliminated. This way he does not have to be concerned that this will come back again.The words verbal abuse does not do what happened justice. Not only did we not raise our voice or do any name calling as mentioned but it almost felt like *** was going to escalate it to physical violence. We do not want to argue with Aquaproof we are willing to put behind us what has been said and how we have been treated.We simply would like to put this behind us and have Aquaproof complete the work they were contracted and paid to do
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** It is obvious that Aquaproof is not going to fulfill the original contract. Our main concern with hiring Aquaproof to install the drainage system was to get the back yard dry and usable again, not just in specific areas. We feel we have been patient with the original work and subsequent band-aids as we waited a sufficient amount of time to make sure if grass grown in the area of repair made a difference before calling the contractor back.We take offense to *** stating again that my wife was to only one present. At the time of the proposal and order My wife, mother-in-law and I were all present. When *** quoted this job our concern about the water in the back yard was discussed and he stated that when he was done the yard would be dry. We were not asking for anything new or additional work for free but rather completion of the job proposed. As we have stated before if they can complete the work and it does what they say in drying the yard we will have no problem signing that they are done. We are not asking for anything for free just what we paid for.It now appears that Aquaproof is not going to fulfill the contract and their guarantee and that they are leaving us no option but to take legal action against them. Regards,

This job has been an on going issue that has not been able to be solvedMy company has been out on multiple occasions trying to work with the homeowners and their father in lawOn more than one occasion the 18" grate mentioned in the complaint was 3/of the way blocked with debris which doesn't
help the situation and is the homeowner's responsibility to keep clean We installed a yard line in the problem area that was shown to me when I went out and gave the estimateA yard line is used to get rain water away from the yard faster than it normally couldHowever with all types of drains they can only collect water a short distance away from themThe area that the homeowners are complaining about is approximately ft away from where the yard line was installedAt no point did I promise or could I or anyone else in this business promise that a yard line can drain water out of a yard that is ft away from itThe crack that we repaired has not leaked and we stand behind thatA picture that was sent to my office of the yard to show standing water clearly has a sprinkler sitting in the yardHow am I to know if the yard is really holding water from a rain that happened last week or if it is due to the sprinkler that is in the picture? I was told that they has the city out to look at the yardThe city thinks they should completely remove all dirt from the yard at 6" deep and install all new dirtI do not do that kind of work and don't completely understand why they said thatThe letter we would like signed is attachedWe are not voiding our warranty like the homeowner has stated in this complaintWe are looking for reassurance that this matter will be put to restOur warranty is that water will not come into the home and it is notThe work that we told them we would do for free is not a service...it is additional workA service is fixing something we did wrongWhat they want is additional yard lines in the back yard that is about ft away from where we did our workThe yard line we installed is working and keeping that area of the yard dryThe reason for asking for the letter to be signed before we do additional work for free is so the homeowners don't later come back at us and say well this area (now ft away from the new free yard line) is holding water Also at the completion of the original work the father in law forced one of my employees into writing on my warranty before he (the father in law) would present payment for the workThis behavior was not professional and my employees do not have the power to make changes to company documentsThe complaint also mentions verbal abuse...I am sure at one point I could have raised my voice which is not professional on my pointHowever, since it has been brought up the homeowners, mother in law and father in law have not been professional in their conversations with me like calling my a theft among other namesI want nothing more than to put this to rest however I have to protect my company and that is why I asked for the letter to be signed before I send a crew out to do free workThe father in law has emailed twice now that the letter will not be signedAt this time I do not know who this problem will be solved.?

AquaProof was at our home today and put down topsoil, reseeded and then put down strawI am satisfied with the work and wish to close the complaintThank you for your assistance
*** ***

Would like
to start by addressing the 18" grate. The homeowner states it is not
relevant; however, the grate plays a huge role. If you look at the attachment
you will see the 18" grate is at the top of the hill. At the top of the
hill is a backyard of another house whose drainage comes right at the hill and
then runs down the hill to the flat area of this homeowner’s backyard. The
18" grate was placed at the top of the hill for an important reason....to
catch the majority of the drainage water from the neighbor’s property so
it will not run down the hill and into the flat area of the backyard. The yard
line was installed to collect what water still came into the flat area of the
yard via the hill or rain water that hits that area. The day I was out
there was a 70% blockage of the 18" grate. This means that the water from
the heavy rain he is talking about couldn't enter the drain. When a drain is
block, all the way or partially, water will simply run over the debris and keep
on moving; in this case run down the hill.
Prior to
that day, April 22nd, the concern wasn't with the hill area or the grate. I
assume this is because the grate hadn't been clogged so it was able to perform
and collect the majority of the water stopping it from running down the
hill. On prior occasions AquaProof was called out to address an area that is
noted on the attachment as #1 and colored green. The area in green is the only
area AquaProof was told was of concern prior to the April 22nd meeting. We
have two Service Manpower Reports from September 15th 2014 and Feb 9th 2015
where we had employees out and installed additional footage on the yard line
for free as we felt it was the right thing to do. The service on 9/15/14 was
for an additional 9 ft of yard line in the green area and the service on 2/9/15
was for an additional 10 ft of yard line also in the green area.
  
It should
also be noted that the day of the estimate I only met with homeowner [redacted] and that ever since then all of the calls and meetings have taken place
with her father [redacted]. We have asked to meet with all parties, including
[redacted], but [redacted] will not allow it for some reason. [redacted] was given a
great discount on the work as we have worked together in the past on her
previous home and I felt bad for her as the drainage issue and water issue in
the basement was not disclosed when she purchased the home. During the
estimate we talked about the water coming in the basement via a crack and about
standing water in the flat area of the backyard. If drying out the hill would
have been talked about I would have proposed additional work for this to be done.
The $[redacted] of free work that was attached last week to the complaint response
(and emailed prior to the father [redacted]) would have been quoted at the time
of the original estimate if it was brought to my attention that drying out the
hill was a concern.
The work we
proposed to do for free has nothing to do with our previous work at this
property. It is additional work and the document
we asked them to sign isn't our way of "strong arming" them
as it was put. The document is to protect AquaProof from the homeowners
saying down the line that "this" area say another 20
ft away from our original work or the free work now has a problem and we
want AquaProof to fix it for free. We were trying to put this issue to
rest and have assurance that the homeowner doesn't come back on us for
more additional free work in a different area that we have not worked on.
 
Sincerely[redacted]