Associated Supermarkets ( 179-01 Hillside Ave.)

Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ Contact Name and Title: [redacted] Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @permaseal.net We spoke to our client and we are currently working on solutions for his concern Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] had called and left a message (never talked to her) she said they were working on it and would let me know what they came up withShe called on the 19th haven't heard from her since Final Consumer Response / [redacted] (4200, 11, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first time perma seal came out to repair the crack and the voidEverything was supposedly repaired until the next rainfallWe had more water, so the second time coming to our home they claimed it was coming from the beam pocket which was where the original crack went into and continued through the pocketThis was the SAME crack, no courtesies were givenit wasnt repaired in full the first timeThe third time with rainfall again water again coming from the "repaired" voidThis is when a salesperson came outnot a repair technician to sell us more services instead of repairing the original -still unfixed problemNow someone is coming to look at and/or reair the form voidLeaving claim open until further noticewill be updating Revdex.com after april Final Business Response / [redacted] (4000, 12, 2015/03/25) */ Hello, I have been in contact with Mr [redacted] and we have agreed to come out to his home on 4/4/to perform a water test to find out exactly where the water was coming into his crawl space Thanks ***

Revdex.com:
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]

Complaint: [redacted]
I am rejecting this response because: the only reason Permaseal ever called us to schedule this crack repair is because I wrote them up on here in the first place. My husband called multiple times with no response when this crack began leaking again in January. They don't return calls or care about losing us as a customer, as I stated on the phone yesterday. This crack has been filled multiple times now and I am quite leery that this will last and we will have water damaged carpet, drywall and mold growing in the insulation yet again. Frustrating that this has not been fixed to last. I feel I should be given more than 20 percent for the poor customer service, damage to my house yet again, and their inability to seal the crack correctly. I would also like to note that their technicians left both my gates open and my dogs got out after they left. Frustrated all around with this experience and the customer service employees. I cannot recommend Permaseal to friends or enemies in good faith after this experience. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@permaseal.net
Perma-Seal and its client have decided on a mutually agreeable solution and our client is happy now.
Initial Consumer Rebuttal...

/* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] was notified of my complaint. She promptly resolved the situation.

Perma-Seal is working with Mr. and Mrs. [redacted] on a resolution, which we hope to achieve very soon.

Revdex.com:
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]

Initial Business Response /* (1000, 5, 2015/02/19) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@permaseal.net
We spoke to our client and we are currently working on solutions for his concern.
Initial Consumer Rebuttal /* (3000, 7,...

2015/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] had called and left a message (never talked to her) she said they were working on it and would let me know what they came up with. She called on the 19th haven't heard from her since.
Final Consumer Response /* (4200, 11, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first time perma seal came out to repair the crack and the void. Everything was supposedly repaired until the next rainfall. We had more water, so the second time coming to our home they claimed it was coming from the beam pocket which was where the original crack went into and continued through the pocket. This was the SAME crack, no courtesies were givenit wasnt repaired in full the first time. The third time with rainfall again water again coming from the "repaired" void. This is when a salesperson came outnot a repair technician to sell us more services instead of repairing the original -still unfixed problem. Now someone is coming to look at and/or reair the form void. Leaving claim open until further notice. will be updating Revdex.com after april 4.
Final Business Response /* (4000, 12, 2015/03/25) */
Hello,
I have been in contact with Mr. [redacted] and we have agreed to come out to his home on 4/4/15 to perform a water test to find out exactly where the water was coming into his crawl space.
Thanks
[redacted]

Tell usAfter reviewing Ms [redacted] complaint, we have decided, as a gesture of goodwill, to refund her deposit.  We have processed a credit of $955.51 on the credit card she used for the deposit.    We are sorry that we were unable to find a solution that Ms [redacted] wanted to move...

forward with and for the delay in responding to her concerns regarding her deposit.

We have been fortunate to discover the source of our client's seepage issues, which we've discussed with our valued client.  While technically not treated by Perma-Seal in our original proposal, the area in question will be addressed pro bono by Perma-Seal on a upcoming service appointment....

 At the same time, for a charge, Perma-Seal will also address, at our clients request, unrelated crawl space seepage issues, which were never addressed during the original installation.  Altogether, we are confident we can provide our client with the solutions they are asking for and we look forward to their continued satisfaction with us for as long as they own the home.

Complaint: 10975039
I am rejecting this response because the alternative is to accept and close the case.  I don't want this case to appear as closed.  There should be a third option that the complaint is being considered by client and business owner. Karen sent me an agreement letter on January 14, 2016 and I responded with the requested pictures of the uncovered equipment.  I have not heard back from her since.
Sincerely,
Dorothy [redacted]

We've spoken to our valued client and apologized for the delay.  Her refund was processed 8/25 and returned via her credit card. It should take 3-5 days to process. Regards, [redacted]

We have reviewed the customer’s concerns and have issued a credit of $349.02 for the deposit on the work that was scheduled at [redacted] Portshire Ct, Palatine Il.   We are sorry that the client did not receive a timely response regarding the concerns about the proposal and the refund of the...

deposit.  This is not  typical of Perma-Seal Basement Systems’ level of customer service.  We are sorry for any inconvenience that this has caused.

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: Karen[redacted] Manager
Contact Phone: [redacted]
Contact Email: [redacted]
Perma-Seal and its client are currently working on an agreeable solution and our client is satisfied now.

We went out to clients home to assess the situation and it was determined that our client needs a larger pumping capacity to handle the amount of water he is getting in the crawlspace.  He are awaiting a return call from our client in regards to moving forward with a larger pump.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be monitoring my credit card account for the refund.  
Sincerely,
[redacted]

Revdex.com:
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]

Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
Contact Email: [redacted]@permaseal.net
Perma-Seal and its client have decided on a mutually agreeable solution and our client is happy now.
Initial Consumer Rebuttal...

/* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I AM NOT HAPPY - THEY WILL NOT RETURN MY PHONE CALLS AND HAVE DONE NOTHING TO FIX THE PROBLEM OF THE SMELLY MARSH OR THE DISCONNECTED PIPE THAT IS NOW ABOVE GROUND RUNNING INTO THE SWAIL IN THE BACKYARD. I AM FAR FROM HAPPY! PERMA SEAL NEEDS TO TAKE OWNERSHIP OF THIS MISTAKE AND QUIT MAKING EXCUESES. THEY KNOW THEY ARE WRONG AND THEY WILL NOT FIX THE PROBLEM WITHOUT ME PUTTING OUT MORE MONEY! SO NOT HAPPY!
Final Business Response /* (4000, 9, 2015/09/03) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@permaseal.net
Perma-Seal and our client have reached an agreement.

We are very sorry that the [redacted] had difficulty reaching our office.  We did contact them after receiving their email and scheduled a service appointment.  On April 18, our technician found that a crack that was previously repaired in 2011 was leaking again.  He repaired the leak at...

no charge.  He also found another crack was leaking that Perma-Seal had not filled before and quoted a price to repair the leak.  Mrs. [redacted] request that the new crack be repaired at no charge.  After speaking to a  supervisor our technician offered a goodwill discount of 20%.   Mrs. [redacted] declined to have the 2nd crack repaired with Perma-Seal.  We will still honor the discounted price to repair the crack if the [redacted]’s decide to go forward with that repair.Tell us why here...

We have reviewing the details and discussed the job with our Crew Chief.   We stand by our  position that we did not unplug the pump and are not responsible for the water damage.  Therefore, we  will not offer any compensation.  Tell us why here...

We want our clients to be able to reach us easily when they need service.  This was not the case for the [redacted] and we are very sorry.   We were unaware that the gates were left open and hope that the [redacted] dogs returned home safely.  In regards to the warranty crack, it does include a lifetime warranty and was repaired at no charge.  The warranty is not a guarantee that a client will never get water in in their basement again, no company can guarantee that.    We sincerely appreciate the feedback that Mrs. [redacted] has provided to us and hope she will reconsider Perma-Seal in future.  Again, if she would like to proceed with repairs on the new crack, we will honor the discounted price that was quoted.  Tell us why here...