Avakian Insurance Services

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I didn't see any thing that resolved the issue I have been contacted by the City Of [redacted] Water Department I will be in contact with my lawyer and discuss what should be done next Regards, [redacted] ***

Picture 1: Shows our system being installed correctly in the contracted area,designed to flow water that comes up from beneath the floor to her existing sump pump.Picture & 3: Shows where water was on floor, at her home on my service call with her, she said it was still coming up from from the floorPicture shows where we put in another lateral extension to accommodate her concerns, doubts at no chargeThe red marks indicates the direction where the water comes from her back wall flowing to and over our system.Picture 4: Shows where we put our system in and the line going "T" ing off to the left going through the white doors goes directly to her sump pumpThe red circled area is where the water comes in from her failed system and bleeds over the top of ours.Picture 5: Marked in Red, shows where the water comes in the area we did not do.My pictures "A" & "B" Shows where water comes in and the direction from where it comes from to end up on top of our system.As I mentioned, our warranty is for seepage that comes UP from the area we installedOur contract is explicit in in mentioning that under the terms of our warranty as well as handwriting the verbiage by the system she purchased.On two occasions, we ran the water through our system that reached her sump wellOne of the two times is when my Representative was out there to outline the details of her failed systemHe put a hole in our system and her water on top of the floor drained into our systemWe then ran the same hose to verify it's continuity of water flow to her sump well and it ran as contracted.We do not provide warranty for water seepage that comes from an area not under contract, nor do we provide warranty for water that may flow over the top of the floor to reside over our system ie: broken water pipe, leaking pipes,leaking washer, broken fish tank, or flooding from another areaWhat she needs to replace the remaining 92+/- linear feet of her failed system from the other contract and company.Although, I understand her concerns, Basement Waterproofing, Inc installed the very system she requested for the very problem she said she had water coming up from the floorDoing right by this customer is always to provide warranty for the work we did in the particular area contractedAs I mentioned earlier, our company is willing to work with her on a price to do the remaining area not currently under centradwish there was more that I could do under the terms of our contract, but our company has verified our original work, over and over.Should you have any questions, please feel free to contact our office.James [redacted] Basement Waterproofing, Inc

In order to remedy this complaint in favor of both parties, Basement Waterproofing, Inc., would gladly reinstate Ms ***' s contract warranty, free of past charges, providing she can return a letter to our company from the [redacted] City Codes office verifying that her discharge in compliance with her city codesFor our purposes, this discharge must go straight up and then degree outside of the residence on a downward pitchI am not trying to take advantage of any of our customer's however, l will not suffer the continued additional expense from an illegal customer installed modification to our system Our company does not wish to see her loose her investment, only to comply to make it work for all partiesSincerely, James CBasement Waterproofing, Inc

One of the pictures shows the new area where I now have water coming in, which was never there beforeI also showed the floor area that I mentioned in a prior message, that is now damp unlike before the work was doneThe other pictures showed where the water is still coming into the houseThe representative did show up on the 13th of January, as promised, and is planning on putting up more of the white plastic materialHe then said that in the spring they would come up and cement the front area, in the front of the house that should have been done in the first placeI may have mentioned before that they put black plastic around the base of the cellar where I already had a drainage pointSincerely yours, [redacted]

I appreciate the opportunity to respond to this complaint. On July 27,2017, ** entered into contract with BW. this 146 linear foot contractwas for the injection of a bentonite clay on the exterior wall as well asan interior Hydro-Static Pressure Relief System (HSPRS) on theinterior perimeter of... her basement as determined by BW. Thissystem, as selected by **, was a System B. **'s other options ofcontract were a System A, which included the clay injection as wellas the interior floor system done at the same time and the other,System C, which is the interior HSPRS only installed as per contract.We only sell some variation of the HSPRS installed in her home. SeeItem (1) on Copy of contract included.Also, part of her service policy, is to make her basement walls bareand accessible as necessary. See Item (2) on the back side of hercontract.On September 7, 2017 the initial installation of the bentonite injectionwas completed.On 11/3/17 BW received her call for service for water still in herbasement.On 11/29/17, BW met with ** observing the water in her basement,it was determined that her interior HSPRS would be the best move intaking care of her water table moving forward. a good 30 minuteswas then spent on going over what needed to be prepped prior toour arrival. At that time, the preparation was told to her that it washer responsibility, there were no questions and a date was given toher for this installation. The briefing for the preparation included theentire 146 linear feet of her contract.Her installation date was scheduled for Wednesday, March 28, 2018at 10 AM. A checklist, (included) was sent to her to aid in herpreparation. And this date was confirmed at the This date wasconfirmed at the end of February as well.On March 28, 2018, a crew of 5 arrived on time and the preparationrequired was not completed for this installation. In all honesty, if wecould have prepped the basement and installed the system, wewould of. However, BW had a 2.5 hour drive one way and there wassimply to much work to be done on the prep work. To much meaning,that this prep work would have exceeded our ability as we are notcarpenters. What was prepped was about 15 feet of carpet pulledback and dry wall removed, that prep work was only about 5% ofwhat needed to be done. BW will not assume the liability of such aproject voluntarily, nor were we contracted to do so. At that time,she insisted that this prep work was at our expense, however, it isnot on the contract and even deflected on the back of the servicepolicy, (#2), that it is her responsibility as initialed by **.Realistically, if she followed the in person instructions, the checklistprovided and honored her contract, she would be dry already, notwriting and answering this complaint. This is not a money backcontract, nor does it entail her to back out and deplete me on myvested interest in this contract. All terms are explained, initialed andsigned for prior to commencement.The prep work was not charge to her original contact as part of theoriginal scope of the work, nor would we, as a reputable company,we would not charge for something that may not be required in thefuture. Again,not being carpenters, there is just to much liability toassume in the removal and replacement of a finished basement, noteven taking into account, how much is already damaged by water,needing more then just removal and replacement time for labor, atthat time, materials may need to be taken into consideration. This isalways done by an outside source, which we why we say, make thearea bare and accessible. If at that time, it becomes and issue, thena reasonable request can be accommodated and delineated out onpaper to work for both parties. No communication was brought forthto our company prior to this installation.As we stand today, if ** is willing to follow her contact and have thenecessary preparations made for installation, BW will detail thenecessary prep work, inspect the prep work a week or two prior to agiven date for the installation. I will honor every aspect of mycontract and will not exceed the boundaries of this contract, but restassured, she will also have her dry basement in accordance with heroriginally signed contract. We will waive any billing for the wastedtrip for travel time and labor incurred by BW on March 28, 2018. Atthis point, it is more important to us that she her basement be madedry in accordance with our contract. Moving forward, I will await herrequest in writing to keep, such will keep communication detailed,free of ambiguity, misinterpretation and chronologically correct.correct.Should you have any questions regarding this matter, please feelfree to contact our office.Sincerely,James [redacted] ***

In response to the above complainant, as stated, our company entered into contract with the homeowner on February 3, Once there, the homeowner described how water came up through the center of the floor and described how and where she wanted her our systemOur company diagrammed the floor
area as requested, wrote up the contract and installed the work on 2/23/16.After the first rain, she called and said she still had water, I went to her home she showed me pictures describing where the water wasI emailed the pictures to myselfShe was skeptical of our system working as well as having a concern that it was not installed according to the original contract diagramI suggested the same water, according to the pictures was coming from another area and she insisted that it was notUpon testing the system, I could not duplicate the water going into her sump well and because of that, I told her we would re-install our system so she would know ours was workingOften times, water can perk into the ground before it could build up and move laterally toward a sump wellBW Inc added additional footage at no charge to be in compliance with her original drawingHer new date was scheduled and we told her we would not cement our system up until we ran water from one end of the system and allowing it to enter her sump wellWe did this so she could confirm the operational ability of the systemWere moved and replaced the original system, tested it to her approval, then cemented the concrete over our system.The rain or two after, she called and said she had water, she also emailed me pictures, many of the pictures were the same pictures from the first time she calledWondering what was happening, I went to her home for service, as I looked around, it was discovered that she had an existing perimeter system installed from a different companyHer existing perimeter system was plugged solid with sand not allowing water to drainOur company made an appointment with her and our sales representative, Jack Patterson, went there to show her the plugged system, issued an estimate, reveal the duplicity of her pictures and even drilled a hole in our system to run water and verify it was still operating as designedIn drilling the hole, the water on top of our system drained into our installed systemWe left her an estimate to replace her original failed system.Our company, has and will always stand behind our workOur warranty is for water coming up from our system and not simply flowing over the top from another area and coming to a rest over itOur warranty is for the source of water directly over the immediate area of our system and does not apply to any area not under contractshe simply needs to replace her failed existing system and if our company installs it, we will gladly honor that new warranty as wellOur company will not grant service to Linear Feet of some other company's failed perimeter systemWe can offer her a discount for the remaining footage to be installedShe needs to correctly deal with the source of her water in a proper manner as proposed to her with the additional contractTo date,our original contracted system was installed in accordance with the contract and is operational under warranty.I wish to thank you for contacting our office and should you have any questions, feel free to call us for any clarification

As written, I met with *** *** on Wednesday 1/13/As per our previous letter to you, and our initial agreement with Ms ***, the area of concern is not part of our original contract for repairHowever, she has agreed to dig up the approximate 3xarea in the spring time and Basement Waterproofing, Inc will parge the same areaThis will be done at no charge to her as she will be responsible for both the excavation and the back fill of the same holeThis is a one time repair with no implied warranty ans as I mentioned, no charge to herShe will contact our office when ready to proceed and we will issue a date to target our arrival as well as her excavatorThere is another area that had seepage that was out of our contracted area, not caused by our company in another room higher up from our installationI can offer no reason for this water, and she has all options to seek another contractor for this repairWe wish to thank her ahead of time for her co-operation to expose the area of her concern and look forward to completing the work for herShould she need service in her contracted area, we always welcome her callJames CBasement Waterproofing, Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They "offered" to do work that I would have to pay them for.
I have enclosed photos of the water on my basement floor. The first photo shows a puddle on the pink vinyl tile floor from before the company did any work. The second photo shows that same area of floor in the bedroom, after they installed their system, with a puddle in the same location as before.When their salesman Jack [redacted] came to my home for the first time, I showed him where the water sits (example shown in photo 3). His "professional opinion" was to dig a trench basically along the center line of where the water was consistently showing up and connect that trench to my sump pump to drain the water. He claimed that I would no longer have water in the basement after that was done, and that the work was guaranteed for the life of the home.  At NO TIME during that visit did he suggest any other system to solve the problem.I signed the contract for Basement Waterproofing Inc. to do the work he suggested, as diagrammed by him, and paid them over $4,000. Within a day or two of them finishing, the water appeared on the floor, same as it always did before. The system they installed did NOTHING to correct the situation. (Photos 4, 5, & 6). I called them back to the house and THAT is when Jack and Jay started to make excuses, and suggesting more trenching which they expected me to pay another $5,792 for.The bottom line is: The system that they suggested, installed and guaranteed would eliminate water from coming onto my basement floor, did not do what they promised.  They have refused to correct the problem without charge. They have also refused to refund my money. What kind of a "guarantee” are they honoring?It is clear to me that they are unwilling to make this right, and so I request that you revoke their A+ rating on your site and post my photos to show prospective consumers what Basement Waterproofing Inc's work looks like.Regards,[redacted]

Ms [redacted] was contracted to install 83 feet of perimeter drain system with 26 feet of exterior wall treatment. Her warranty provided was for the the 26 feet of walls below grade and the floor area over the drain system installed. This contracted area is currently dry. Simply put, the area still...

leaking is leaking in over her foundation from a poor grade to the point where it is even rotting out the wood. Even though this area is not part of the contract, or whether Jack P. said we would fix it or not. We have been trying to work with this 71 year old lady. We have dug it up from the outside and still needs work on the inside. The problem is that her oil barrel is in the way. As per contract, included and highlighted, she, the customer, is responsible to have the wall made bare and accessible for this no charge non contracted repair. Upon explaining this to Ms [redacted], she agreed to have the oil barrel removed and would co-ordinate the date for repair. Two weeks had lapsed and we received the call from her saying she believes it should be our responsibility and this letter of complaint from the Revdex.com arrived shortly after the phone call. To explain the dryer vent, windows, dirt floor, etc. Ms. [redacted] said she was mold sensitive and had a lot of mold.. I, as the service manager examined her situation and offered solutions to her existing situation. Opening window in the summer months to allow humid air to condensate on the floor is never a smart thing. Venting the humidity from a dryer vent into the basement is never a good thing. Consistent darkness in a basement is never a good thing for mold. An open dirt floor breathes moisture 24/7 thus our suggestions in covering it with plastic to keep the moisture from evaporating into the basement space. Now you see why our company does not provide warranty mold The environment for mold growth is totally dependent on the homeowner in having the knowledge to correct and maintain their environment. Certainly in this case, friendly advise tell upon deaf or ignorant ears. Even mold removal companies will only remove and or kill the mold, they provide no warranty for it's return and for this very reason. Well, enough about her mold and her 150 year old house. As far as her oil barrel goes, it is obvious that the oil barrel has long passed it's serviceable use being saturated water over all these years. There is no way that our company would handle such a project as we are not licensed for plumbing nor carry the necessary "HazMat" experience to handle the potential and vulnerable to leakage oil barrel. The other two legs did not rot in the last year from excessive humidity in the course it's 30 year existence in her wet basement. The other two legs never got painted because they can't be reached as this oil barrel is backed into a corner. As it stands, if Ms[redacted] can remove the oil barrel to give us access to the area not under contract, then BW Inc will gladly fix the area at no charge and also do the 6additional feet of drain system the current placement of her oil barrel did not allow us to go behind, rather in front of her oil barrel at no additional service charge. I will await her call. Should you have any questions regarding Ms [redacted]s complaint, please feel free to contact our office. James C. Basement Waterproofing, Inc.

I appreciate the opportunity to respond to this complaint. On July 27,2017, ** entered into contract with BW. this 146 linear foot contractwas for the injection of a bentonite clay on the exterior wall as well asan interior Hydro-Static Pressure Relief System (HSPRS) on theinterior perimeter of...

her basement as determined by BW. Thissystem, as selected by **, was a System B. **'s other options ofcontract were a System A, which included the clay injection as wellas the interior floor system done at the same time and the other,System C, which is the interior HSPRS only installed as per contract.We only sell some variation of the HSPRS installed in her home. SeeItem (1) on Copy of contract included.Also, part of her service policy, is to make her basement walls bareand accessible as necessary. See Item (2) on the back side of hercontract.On September 7, 2017 the initial installation of the bentonite injectionwas completed.On 11/3/17 BW received her call for service for water still in herbasement.On 11/29/17, BW met with ** observing the water in her basement,it was determined that her interior HSPRS would be the best move intaking care of her water table moving forward. a good 30 minuteswas then spent on going over what needed to be prepped prior toour arrival. At that time, the preparation was told to her that it washer responsibility, there were no questions and a date was given toher for this installation. The briefing for the preparation included theentire 146 linear feet of her contract.Her installation date was scheduled for Wednesday, March 28, 2018at 10 AM. A checklist, (included) was sent to her to aid in herpreparation. And this date was confirmed at the This date wasconfirmed at the end of February as well.On March 28, 2018, a crew of 5 arrived on time and the preparationrequired was not completed for this installation. In all honesty, if wecould have prepped the basement and installed the system, wewould of. However, BW had a 2.5 hour drive one way and there wassimply to much work to be done on the prep work. To much meaning,that this prep work would have exceeded our ability as we are notcarpenters. What was prepped was about 15 feet of carpet pulledback and dry wall removed, that prep work was only about 5% ofwhat needed to be done. BW will not assume the liability of such aproject voluntarily, nor were we contracted to do so. At that time,she insisted that this prep work was at our expense, however, it isnot on the contract and even deflected on the back of the servicepolicy, (#2), that it is her responsibility as initialed by **.Realistically, if she followed the in person instructions, the checklistprovided and honored her contract, she would be dry already, notwriting and answering this complaint. This is not a money backcontract, nor does it entail her to back out and deplete me on myvested interest in this contract. All terms are explained, initialed andsigned for prior to commencement.The prep work was not charge to her original contact as part of theoriginal scope of the work, nor would we, as a reputable company,we would not charge for something that may not be required in thefuture. Again,not being carpenters, there is just to much liability toassume in the removal and replacement of a finished basement, noteven taking into account, how much is already damaged by water,needing more then just removal and replacement time for labor, atthat time, materials may need to be taken into consideration. This isalways done by an outside source, which we why we say, make thearea bare and accessible. If at that time, it becomes and issue, thena reasonable request can be accommodated and delineated out onpaper to work for both parties. No communication was brought forthto our company prior to this installation.As we stand today, if ** is willing to follow her contact and have thenecessary preparations made for installation, BW will detail thenecessary prep work, inspect the prep work a week or two prior to agiven date for the installation. I will honor every aspect of mycontract and will not exceed the boundaries of this contract, but restassured, she will also have her dry basement in accordance with heroriginally signed contract. We will waive any billing for the wastedtrip for travel time and labor incurred by BW on March 28, 2018. Atthis point, it is more important to us that she her basement be madedry in accordance with our contract. Moving forward, I will await herrequest in writing to keep, such will keep communication detailed,free of ambiguity, misinterpretation and chronologically correct.correct.Should you have any questions regarding this matter, please feelfree to contact our office.Sincerely,James [redacted]

One of the pictures shows the new area where I now have water coming in, which was never there before. I also showed the floor area that I mentioned in a prior message, that is now damp unlike before the work was done. The other pictures showed where the water is still coming into the house. The representative did show up on the 13th of January, as promised, and is planning on putting up more of the white plastic material. He then said that in the spring they would come up and cement the front area, in the front of the house that should have been done in the first place. I may have mentioned before that they put black plastic around the base of the cellar where I already had a drainage point. Sincerely yours, [redacted]

In order to remedy this complaint in favor of both parties, Basement Waterproofing, Inc., would gladly reinstate Ms [redacted]' s contract warranty, free of past charges, providing she can return a letter to our company from the [redacted] City Codes office verifying that her discharge in compliance with her...

city codes. For our purposes, this discharge must go straight up and then 90 degree outside of the residence
on a downward pitch. I am not trying to take advantage of any of our customer's however, l will not suffer the continued additional expense from an illegal customer installed modification to our system.  Our company does not wish to see her loose her investment, only to comply to make it work for all parties. Sincerely, James C. Basement Waterproofing, Inc.

Picture 1: Shows our system being installed correctly in the contracted area,designed to flow water that comes up from beneath the floor to her existing sump pump.Picture 2 & 3: Shows where water was on floor, at her home on my service call with her, she said it was still coming up from from the floor. Picture 3 shows where we put in another lateral extension to accommodate her concerns, doubts at no charge. The red marks indicates the direction where the water comes from her back wall flowing to and over our system.Picture 4: Shows where we put our system in and the line going "T" ing off to the left going through the white doors goes directly to her sump pump. The red circled area is where the water comes in from her failed system and bleeds over the top of ours.Picture 5: Marked in Red, shows where the water comes in the area we did not do.My pictures "A" & "B" Shows where water comes in and the direction from where it comes from to end up on top of our system.As I mentioned, our warranty is for seepage that comes UP from the area we installed. Our contract is explicit in in mentioning that under the terms of our warranty as well as handwriting the verbiage by the system she purchased.On two occasions, we ran the water through our system that reached her sump well. One of the two times is when my Representative was out there to outline the details of her failed system. He put a hole in our system and her water on top of the floor drained into our system. We then ran the same hose to verify it's continuity of water flow to her sump well and it ran as contracted.We do not provide warranty for water seepage that comes from an area not under contract, nor do we provide warranty for water that may flow over the top of the floor to reside over our system ie: broken water pipe, leaking pipes,leaking washer, broken fish tank, or flooding from another area. What she needs to replace the remaining 92+/- linear feet of her failed system from the other contract and company.Although, I understand her concerns, Basement Waterproofing, Inc installed the very system she requested for the very problem she said she had water coming up from the floor. Doing right by this customer is always to provide warranty for the work we did in the particular area contracted. As I mentioned earlier, our company is willing to work with her on a price to do the remaining area not currently under centrad. 1 wish there was more that I could do under the terms of our contract, but our company has verified our original work, over and over.Should you have any questions, please feel free to contact our office.James [redacted] Basement Waterproofing, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I didn't see any thing that resolved the issue.  I have been contacted by the City Of [redacted] Water Department.  I will be  in contact with my lawyer and discuss what should be done next.
Regards,
[redacted]