B Q Basement Systems

Dear Revdex.com:Attached is the response to complaint #*** and a copy of the signed proposalWe are sorry that *** *** *** is unhappy and hope we can rectify the situation. Please contact me if you have any questionsThank you.Sincerely,Dianna G***
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Dear [redacted],
I left a message on your voicemail today to please call to discuss and resolve your complaint.  Management became aware of the circumstances of your job when we received this complaint.  We sincerely apologize for the decision that was made regarding your...

refund.  We do have rules regarding cancellations (most companies do to protect themselves from losing money when purchasing materials for jobs).  Our customer service representative was attempting to follow those rules.  Your job had extenuating circumstances which were not taken into consideration when this decision was made.  On behalf of the entire team at BQ Basement Systems, I apologize for this and will be crediting you with the remaining amount.  In addition, we would like to send you a $100 gift card to the restaurant of your choice as a token of our appreciation for your inconvenience and frustration. BQ Basement Systems was started in 1997 by Brian Q[redacted].  It remains a family owned and operated business located in historic [redacted].  We have received many customer service awards and have maintained an A+ accredited Revdex.com rating for all of those years.  We pride ourselves on our referrals and repeat business and we have over 8,000 happy customers.  Brian places great value on our reputation as a contractor who provides a memorable homeowner experience, a great workplace for his employees and a commitment to giving back to the community.   That being said, we didn't have our finest moment when dealing with your refund.  We have all learned from it and your feedback will better us as a company.
As soon as I hear from you, I will get the refund processed and send a gift card for your inconvenience.
Thank you.

A representative called me, as described by the business' letter.  We had an excellent conversation and we came to a resolution of the problem.  They refunded the rest of my money and also offered a $100 gift card for my troubles.  I told them that the gift card was not necessary, however they said that they wanted me to have a positive experience with their company and then I accepted that. The representative (Margaret) was extremely apologetic and understood that the problem was not a cookie-cutter problem and should have been dealt with in a unique manner. I also understood that sometimes people cancel jobs after materials have been purchased by a company and that was the reason for their no-refund policy. Margaret told me that in their team meeting, they were unaware of my problem until they received the letter/email from The Revdex.com. This was somewhat surprising to me, but I will let it go at that.  In the end, I believe we came to a more than fair resolution and they did their best to rectify the problem and retain their good business practices.  If I need their services in the future, I would not hesitate to call them.
Regards,
[redacted]

Dear Revdex.com,
We have been in contact with [redacted] regarding her complaint and have come to a resolution which she is satisfied with.  She is still our satisfied customer with a dry basement and is pursuing solving her problem under her patio with another contractor who...

specializes in masonry work.  Thank you.

Review: Major unresolved issues. Basement is still leaking / Wall support has not been repaired. Original agent did not do follow up after installation of basement drainage system or verify system for leakage. The system was not tested for a lengthy amount of time. Installers failed to meet with building contractors to ensure that the repairs made would not be affected by other construction repairs made at the property. Contract was for a waterguard system and the dry track system was installed at the same rate. Promises were made and not kept.Desired Settlement: Make good on the contract or refund a portion for repairs that are needed.

Business

Response:

BQ Basements responded

Business

Response:

Attached response enclosed..