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Basement Edge Reviews (2)

I reached out to the client and we were able to remedy the situation with the dirt, the window and the outlet. The toilet however has been a recurring challenge due to the fact that it is installed on Luxury Vinyl Plank.  This material floats on the slab and since the flooring does not attach...

to the floor, the toilet is only attached by the flange and caulking.  That said, it will move with any amount of force being applied.    It has taken two more attempts but we believe that we have found a satisfactory and lasting solution to the issue and it is now resolved.   The [redacted] are good clients, and I have apologized for our lack of a timely response to these matters and the frustration that caused them.

Initial Business Response /* (1000, 5, 2015/10/26) */
My last correspondence with this client was sent to him in October 2014 explaining that his recent emails sent to me (they were sent from his work email address, and not his personal email address from which we had formerly corresponded) had...

been caught by my spam filter and as such, I had not ignored his emails, rather I had not realized I was not receiving them.
When I did realize this, I immediately responded.
At that time I apologized for the lack of response on my part and requested a time to meet to arrange for the repair of the drywall and to discuss his concern in person. I never received any reply to that email and as such the issue fell off my radar.
Upon the customer request R30 insulation was installed in the ceiling above all finished rooms in the basement. The process of applying this insulation is loose fill R30 in all open voids of the ceiling. The basement exterior walls were already insulated as per code so no additional insulation was required.
While the R30 insulation is installed for sound abatement, R30 also provides insulating properties that exceed those mandated for basement exterior walls (R13-R19 depending upon the version of code the higher the number the higher the insulating value).
I am sorry that the client encountered these issues and I am sure that he is quite frustrated by my lack of response. I would be too. I would hope that a scan of his inbox would provide him with the proof that he too overlooked a email from me that showed my attempt to meet to resolve this matter.
I had offered originally to take care of the drywall repair and I stand behind that promise. If he prefers to have that work done by others as noted in his complaint, I will send him a check in the amount of what I would pay my trade to complete a patch of that nature.
I would also suggest that a small section of the ceiling be left open and a HVAC air register installed to cover the hole. That will allow warm air to pass through that area and further mitigate the risk of a recurrence.
I have attached a copy of the clients original signed statement of work that authorizes the installation of the insulation (edited to maintain confidentiality) and a copy of the report showing that we paid for the ceiling to be insulated.
Had the ceiling and walls not been insulated, and a serious cold spell occurred, I could see how the client would conclude that we failed to take a precautionary step. However the ceiling and walls are insulated, and if correctly stated as the date of the incident (on or about June 2014 which also corresponds to the receipts sent to me), it is highly unlikely that the failure was the result of a frozen pipe since temperatures in June were in the 50's and 60's.
We have always stood behind our product and when we are wrong we fix it (I have customers who will verify that). I am sorry that the client had this unfortunate situation arise, however I don't believe a failure to insulate around the pipe caused this issue.
I look forward to your reply.



Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This continues to be an attempt to deflect the the facts that I have stated in several emails that included pictures. I have attached the invoices from Servpro who mitigated the water damage and the private plumber who replaced the broken pipe. I've also attached a few emails that are from my home email account. I also attempted to go through the warranty process and did not receive a response. I acknowledge talking to [redacted] on the phone and her offer to fix the damaged drywall, unfortunately the discussion of reimbursement for the initial repairs was not resolved. The R30 insulation argument falls very short of the true reason this accident occured. I concur the basement walls were already insulated per code. Unfortunately said insulation stopped at the top of the foundation wall and the R30 sound abatement was not providing any protection for the exposed pipes. I don't claim to be professional in the HVAC industry or a plumber, but my research shows that this situation can happen and in most instances could be prevented with an insulating cover around the pipes in question. All I've wanted from the start, is to be compensated for what I believe was a preventable situation. I also believe that the situation would not have occured had my basement (pipes) had been insulated properly. I would be open to a third party review of the situation at my residence, if that is necessary to resolve this complaint. These are the reasons I don't accept their response.
Final Business Response /* (4000, 13, 2015/11/11) */
We do not have a written Warranty form for the Warranty. We do outline the terms of the warranty in the contract which is signed by client. The warranty period is for two years and has since expired.
I will send the client a copy of that information along with a lien waiver. Client should be aware that Colorado law requires liens to be filed within 90 days of completion of a project and notice to be provided to homeowner via certified mail in that time period. Given no such events have take place, they can be assured all trades have been paid. I will add $150.00 to my last offer for drywall repair.
Final Consumer Response /* (2000, 17, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will except the revised total of $1,050 for the repairs. It seems that this matter could have been resolved a lot sooner and a lot less hassle. The release of lien should have been a simple task. The portion of the contract that was sent with the last email included, stated that the warranty would be included. The actual warranty document was never signed or dated by myself or the contractor. The additional items I would be able to file claim on were only valid for a year and would be another challenge to get taken care of. I have no more time or energy to continue with this matter.

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Address: 3900 Old Cheney Rd # 201-206, Lincoln, Nebraska, United States, 68516-2793

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