Basement De-Watering Systems, Inc.

Initial Business Response /* (1000, 5, 2016/09/28) */
Basement De-Watering upheld the lifetime warranty on the area of the basement where the system was installedIn this case, the system was not a complete wrap, instead, it was a partialWhen the system is old, we recommend complete wraps
because the basement could leak in the area where the system is not installedOur warranty only covers where our system is installed which is stated on the back of the proposal that the client signed prior to installationThe customer informed us of a leak because of water coming into the basement where the discharge line exited the houseNormally, the discharge line exits the house on a wall where the system was installed unless specified by the homeowner which, in this case, it wasWe ran the discharge line across the basement and exited on the wall away from the system as directed by homeownerBasement De-Watering received a call about the issues that were occurringOnce contacted, we told the homeowner that if the system was leaking, we would honor the lifetime warranty and have no problem fixing the issueBy the way the issue was described, an ato the existing system was probably the solution to the problemThe homeowner was informed that a tech could be sent out to flood check the existing system (at no charge even though company policy is that there is a charge if system is found in working order) to determine if the system was the issue or the homeowner needed an add-onThe flood check was never scheduled by the homeowner because she insisted the area where the system was not located was leakingAs previously discussed, Basement De-Watering stands ready to service the existing system but areas where the system is not an aneeds to be installed

Initial Business Response /* (1000, 10, 2015/08/26) */
Customer called on July 10, saying that he had water in his basementA tech was sent out on July to flood check the systemA single leak was found under the stairs and repaired at no chargeHe was however charged the gas surcharge of
$It is company policy to charge each and every customer $for the service callHe called again on July 17th stating that the system was leaking againOur Head Crew Leader was sent to his residence on July to assess the issueWhen he pulled up at the home our crew leader noticed that the yard was saturated in waterHe stated that it looked like a lake around his houseThe customer would not let *** do anything at all while he was thereOur Crew leader told the customer that there was too much water for sump pump to handle and he would be wise to have another one installedThe customer was very rude and angry toward the Crew Leader and told him to have the owner call himThe owner called the customer on July 27th and told him that after looking at his original proposal and hearing the amount of water standing near and around the home it would benefit him to install an additional pump on the opposite side of the first one installed for a cost of $Since the rain has become so substantial over the last few years the customer really needs to have the addtional pump installed to keep up with all the water aroung and coming into his homeWe did not charge him for the second service call or the gas surcharge since we had to go back and find a solution to his issue
Initial Consumer Rebuttal /* (3000, 12, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner evidently did not get the truth from his employees for fear of being firedThe first tech said he was inexperienced and did not know how to evaluate the situation nor did he have the material or tools check the systemHe did acknowledge the water had been running over the vinyl in three different sidesHe only fixed the one leak under the stairs as that was all that he could see still seeping as the rest of the area was cover by carpet which he did not bother to checkThe second tech acknowledged the same thingThe second tech also said that the owner has had many complaints from other customers about the systemsHe did not do anything to evaluate the system, but only called the owner who evidently told him what to say
Since that time I have had another company check the systemThey sealed the top of the vinyl to cut down radon emissions and because water never runs down the wallsIt always comes up around the footing tile when the creek in the backyard gets to a certain level which the company knew when they installed it because I told them at the time and they said this system would take of it
Also the other company removed the drain pipe going into the sump and found that it was improperly installed, allowing less than half the water to go through it than it should haveWith two sump pumps in the sump hole (which have been in place since the system was installed) he said they should have no problem getting rid of all the water
Final Business Response /* (4000, 14, 2015/09/08) */
The customer is making these accusations up as this lingersWe feel as though we have done everything possible to help resolve his issueThe recommendation is to have another pump installed on the opposite side of the room for a cost of $

because of the weather we are backed up ,we will get to this repair in weeks

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 belowThe railing certainly does come into the overall fix of the roof as discussions with the business prior to agreeing to the job was that the railing would be fixed along with the roofIf that wasn't part of the agreement then I would never have fixed the roof as that wasn't the centralized part of the leak. The business did come two weeks ago, however, then also came last year and supposedly fixed the issue once again, however, the leak once again occurred this yearThe fact that the business owner continuously believes his work had nothing to do with the leak is extremely aggravating
Regards,
*** ***

We had got your message and have
been in contact with the manufacture for this productThere is mounting post
on the shutter not so if we were to drill more it would void the Warrantee
on the
shutters, so we have contacted the manufacture to tell them there is a defect
in the
shutters. This has gone on since November of last year and stills
no word on the shutters. As soon as we here from the manufacture we will
contact you

Revdex.com spoke to Steve at business and the following was relayed: The money was sent back to the consumer, this is resolved

Revdex.com spoke to Steve at business and the following was relayed: This was fixed approximately two weeks ago, it is related to a railing issue that is not related to work done to the roof.

Initial Business Response /* (1000, 5, 2015/07/07) */
Mr [redacted] had called for a leak in his basement dewatering system on June 24, 2015. A tech was sent to his residence on June 26, 2015 and flood checked was preformed on his system. He found a couple of spots leaking due to a blow hole in the...

epoxy caused by the pressure of so much rain in such a short amount of time. The tech resealed the 2 areas for Mr [redacted] at that time. He was upset that the carpet in a different area had been wet at sometime and had started to mold. He requested that the carpet be replaced. Our tech reported that to us as soon as he returned and [redacted] made a note to go over with the owners when time allowed. Mr [redacted] called the office and [redacted] explained to him that the untreated area where the carpet was may have been leaking which is not covered under our warranty. She tried to explain the warranty to him at this time. [redacted], owner of the company called MR [redacted] on Monday, July 6th and explained our warranty to him and the mold on the carpet may be an ongoing issue. He also explained that the untreated area of the basement could be leaking. Basement Dewatering will be mailing Mr [redacted] a copy of his contract this week. As of July 6, 2015 Mr [redacted] understands what is covered with the warranty and the issue has been resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tech did come out and I mentioned that the water had gone through the interior wall into the finished room. The water line was over 10 inches up the wall in the room that had their system. He did not look at any other possibility such as a different leak in that room and said he would tell his manager to call. That never happened until I became frustrated with [redacted] refusing to send me a copy of the warranty, and my desire to seek legal council. It was a life time guarantee per the ad that made my decision to call them in the first place. She argued that I had it and refused to send it to me. Now they are saying they will send it. So if their guaranteed system failed which cost me $1400.00 and I now have over $1000.00 in damage, how is that a guarantee? The equipment did fail and they acknowledge that. Mr. [redacted] did call and gave his credentials for mold, and stated it had to be there for a long time. He also stated that if they found a leak there was no charge, and Monday I received a bill for $25.00 but no copy of the warranty. I am having another dewatering system company come in to look at the problem, and will take further legal action at that time. If the system is guaranteed for life regardless of the amount of rain, what good is it if it ruins your property and continues to cost you more money? We were told the life time guarantee was that the system would not fail. It still comes down to the fact that it failed, and he agreed the tech had to fix two areas that had failed. In my mind that is false advertising. I do not accept his explaination, and still waiting for my warranty. I will not pay his $25.00 bill since he also said there was no charge to come back. Again he has not been honest nor in my mind fair.

the money has been returned 6/30

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com spoke to Steve at the business and the following was relayed: The manufacturer was sent an email and the rep confirmed they will be doing something about it. The business has stated that if the manufacturer does not resolve this within the next 4 weeks, the business will buy the customer 8 new sets of shutters and reinstall them at the business cost.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com spoke to Steve at business and the following was relayed: This has since been resolved and the consumer has been refunded.

Basement De-Watering Systems INC. has been installing waterproofing systems since 1978. Many of these systems require the installation of a sump pump to allow it to drain. Since we do not build sump pumps, we buy them in bulk directly from the manufacturer. The Sump pumps that Basement De-Watering...

Systems purchase are high capacity, commercial grade, brand new pumps. These pumps are warrantied through the manufacturer, with a manufacturer’s warranty. If the pump fails during the warranty period, Basement De-Watering replaces the failed pump with a brand new high capacity commercial grade sump pump. That pump comes with its brand new manufacture warranty. When this occurs Basement De-Watering then contacts the original pump manufacturer, and is reimbursed for the cost of the new pump they installed. This is a standard practice in the plumbing and waterproofing industry.                 Basement De-Watering Systems, INC. do not rebuild pump motors, nor do we have the capability to do so. We have never purchased, sold, or installed rebuilt pumps.                 Where Mr. Dale came up with the idea that the pump installed was a rebuilt pump is a mystery to us. Since first installing out system in Mr. Dale’s home in 2007, we have had several conversations with him by phone and in written correspondence. During that time he never mentioned anything about having a rebuilt pump installed. If he would have asked about a rebuilt pump, we would have explained to him that every pump we install is brand new. The first time that we even heard of Mr. Dale’s claim of a rebuilt pump motor was in this complaint.                 Sump Pump manufacturer warranties and waterproofing system warranties exclude damage to structure and personal property. Coverage for this type of loss is covered by homeowners insurance under the “Back-up Sewer & Sump Pump Endorsement”. It is Mr. Dale’s responsibility to make sure that his structure and personal property is properly insured.

When Miss [redacted] contracted us to do the repairs on her home, she did give a down payment.  We were 4 months out at that time.  When we were ready to do her job, we called to let her know when we would be coming out.  SHE stopped us stating she didn't have the money to complete...

payment and would contact us when she was ready.  Work must go on and so we did.  When she contacted us, we were once again months out with jobs.  She decided at that time to cancel her contract and asked for us to refund her down payment.  We are in the midst of doing that at the present time.

I am rejecting this response because: According to the invoice received for the replacement on 05.01.15, it states the 'sump pump motor only' was replaced, along with a 'repairs local' and a 'gas surcharge'.  The reason I came to this conclusion is a standard pump replacement in the past was in the amount $375, not $273.50 (the price of the sump pump motor only, local repairs, and gas surcharge).  If I am incorrect, I sincerely apologize for the trouble caused, but anyone who has seen this very invoice has come to the same conclusion that a rebuilt or replaced motor only unit was installed.   I have included the attached receipts to show for the discrepancy in pricing, but never received and invoice for this latest new model replacing the one in question. I was told I owe nothing for the latest replacement.  Perhaps I am confused on the issue, and been misled by the statements on the previous invoices, but  I really don't understand why some replacements are $375, others are $273.50, and this latest one cost $0.

Revdex.com spoke to Steve at business and the following was relayed: We went out there and looked at the consumer's roof. The seams were busted on the roof. This is likely due from the winter. We put a coating on the roof, we did not fix the roof. This is not our issue to repair. This was explained to the...

consumer, she needs a new roof.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The check was received on July 7th, and has cleared.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com spoke to Steve at business and the...

following was relayed: We have had scheduling issues with availability for when the customer would be available and working with the weather which has been very rainy this season. We are available to go to the customer's house this Saturday to address the issues. We will be there between 9:30 am and 10 am.