Basement Waterproofing Specialists

v\: [redacted] o\: [redacted] w\: [redacted] January 23, Revdex.com Business Complaint Message [redacted] Complaint ID: [redacted] RE: [redacted] [redacted] Philadelphia, PA Daytime #: ###-###-#### Email: [redacted] Dear Ms***, We are in receipt of the above-referenced complaint, and have reviewed our records We take customer complaints very seriously, and our records show that we have attempted to contact the complainant but she has been unresponsive Please accept the following as our response to her complaint and a summary of our dealings with her Mrs [redacted] contacted our office complaining of suspected mold Our inspector visited with Mrs [redacted] on October 15, 2014, and signed an agreement for BWS to treat the mold, and to install roughcasting – a solution to prevent moisture from penetrating through basement walls BWS wire brushed and cleaned all visible mold areas, and sprayed them with the appropriate solution prior to installing the roughcasting When there is visible mold growth testing is not necessary as the remediation detail is the sameTo test for visible mold simply adds to the overall cost and is simply not necessaryThis is industry standard The original contract price was $16,000.00, but increased to $20,when it was decided that we would treat an additional square feet of space BWS agreed to a discount and reduced the overall price to $18,000, which was paid in its entirety Ms [redacted] indicated that the reduction in price was fair and equitable BWS completed all of the work set forth in the agreement, and upon completion, Ms [redacted] signed a customer survey on October 24, 2014, whereby she indicated that she was satisfied with the work crew and the services provided BWS has not heard from Ms [redacted] directly since October 24, We did learn that she posted a negative comment on Yelp, and we attempted to contact her to make good on our warranty and to address any outstanding concerns; however, she did not respond to our requests and we still have not spoken with her directly BWS is still willing to perform any additional remedial work necessary on the work area pursuant to our agreement and warranty If there are other area of water penetration that were outside the scope of the original agreement we are willing to provide a solution for those areas at a very competitive rate As you can see we have listed exactly what we did and why We have also committed to stand behind all areas in-which we preformed work in and offered a fair and equitable solution if they require additional remediation Sincerely, Basement Waterproofing Specialists / [redacted] Style Definitions */

From: < [redacted] >Date: Wed, Mar 9, at 11:AMSubject: Complaint ID [redacted] UpdateTo: [redacted] Good Morning,As an update to our response in regards to "Complaint ID [redacted] " our insurance company has stated the sump pumpmanufacturer is accountable as their product was completely eventually became defective and the work we performed operated without errorWe then immediately took the sump pump to the retailer whom then tested the pump to confirm that it was in fact defectiveThat documentation is now being reviewed by our insurance company and as we understand it the sump pumpmanufacturer, " [redacted] Pump Company"is now in communication with Mr [redacted] (the customer).Regards,Basement Waterproofing Specialists"We treat you like family" [redacted] AvenueCollegeville, PA19426Office:###-###-####

November 16, PURPOSE: In response to BWS Customer, [redacted] correspondence dated Thursday, November 12th, to the Revdex.com (Mediator) Service to BWSFor item # 1: Our inspector Chris C [redacted] who was out to look at [redacted] ***’s mold issues clearly wrote in the contract that Basement Waterproofing Specialists’ is to “roughcast all walls where system is installed”The subfloor pressure relief system is not installed at the top of the stairs, please see attached image 1.For item # 2:Our crew needed to remove the tile to put the pressure relief system in [redacted] has asbestos tile in her basement and that can no longer be used or put back due to the fact that it is a toxic and hazardous substanceFor item # 3:Basement Waterproofing Specialists’ did not touch her top step because it is stated in the contract that we are only to complete work “where system is installed”, please see attached contract (picture 1) For item # 4: As a courtesy to [redacted] we mopped the floor twice, please see attached pictures 2, & 4.After our service crew was out to [redacted] ***’s residence to solve the issues she had after the work was done, she signed our completed service call sheet, please see attached image Lastly, On Friday November 6, 2015, [redacted] called our service manager, Jeff J [redacted] and asked how much it would cost her to redo the plaster in her staircase and to get new flooring, (please see attached image & 7)On Monday, November 9, 2015, MrJohnson called [redacted] and wanted her floor tile and her upstairs basement entrance redoneJeff replied to [redacted] “we cannot do that for free” [redacted] then hung up on MrJohnson Basement Waterproofing Specialists’ is not a contractor in flooringOur suggestion to [redacted] is to have a carpenter take a look at her flooring Sincerely,Jennifer A [redacted]

We have been in consistent contact with Mr [redacted] and have immediately provided him with a brand new sump pump at no charge as well as free installation within a week of his call Further, Mr [redacted] has referenced our guarantee in his complaintThe guarantee is clearly marked on our contract with him as no water penetration where the floor meets the wallMr [redacted] originally contacted our company in stating water would come into his basement during heavy rainsSince we’ve installed our system since Mr [redacted] has not had a basement water issue sinceWe solved Mr [redacted] s problems with water penetration utilizing drainage methods routed to sump pumps Mr [redacted] was provided contact information for the [redacted] Sump Pump organization as the only reason for his basement flooding was due to sump pump failure We also directed Mr [redacted] to contact our own insurance companyAlso, it appears Mr [redacted] declined a sump pump “endorsement” or “rider” on his own insurance to cover between $2,and $25,worth of damage and repairSome homeowners assume they have this endorsement or riderMany agents will leave water and sump pump backup off a policy because they want to offer their client the “Lowest Price” in order to get the businessIf Mr [redacted] did not ask for it, then it’s likely they didn’t feel obligated to offer it to him However, even though we’ve done everything we can do for Mr [redacted] per the contract we have with him he has still chosen to attack us using the Revdex.comLastly, we do not understand why Mr [redacted] would suggest his proposal for settlement would be a refund of his project since the price of his original project would be far greater than his current restitution costMr [redacted] ’s declared purchase date is incorrect by an entire year and Mr [redacted] ’s declared purchase price is incorrect by $ We hope he is more accurate and truthful moving forward

June 5, Dear [redacted] ,We are in receipt of the above-referenced complaint, and have reviewed our records We take customer complaints very seriously, and our records show that we have not heard from [redacted] in regards to the service issuesPlease accept the following as our response to her complaint and a summary of the work that was done[redacted] contacted our office on April 28, about mold in basement and that water comes into her home and that she has no pump or drainBasement Waterproofing Specialists was contracted to demo the basement wall due to mold and water damageWe also installed a commercial Level D.P.R.Ssystem for the water penetration at the cove of the basement (where the wall meets the floor)We also cleaned and sanitized the walls of the foundation Then we sealed the walls with a paint and primer in one.The plumbing issues were present because there was a bathroom in the basement that was on the demo plans and we needed to remove the toilet, sink and shower to install our commercial Level systemWe could not reinstall due to the wet concrete, which Basement Waterproofing Specialists is not licensed to doThe customer stated that her son was coming over the following day to reinstall these fixturesWe did temporarily block the pipes with rags to keep the sewer gases out of the house.As Basement Waterproofing Specialists policy we are not involved in the customer’s electrical or plumbing workWhen we do large and involved jobs it is the customer’s responsibility to contact an electrician and or plumber to bring the room back to code or whatever their long term goals areIt is our job to remove the mold and waterYes, there were some lights that didn’t work due to the fact that we removed all wooden framing and the drop ceiling in the basementWhere most of these items are mountedBasement Waterproofing Specialists does the best to our ability to leave the basement in working order[redacted] showed the foreman some personal items to leave in the basement because she was saving them for a family member.At Basement Waterproofing Specialists we always install a 2nd sump pump when the system is over linear feetThere system was linear feetThe 2nd sump pump was installed at no additional cost to [redacted] and was installed because our Level system can manage such a high volume of water If only one sump pump was installed there is a very high risk that the pump will get over whelmed and flood the basement.Basement Waterproofing Specialists began the job on Willow Street for [redacted] on April 29, We finished the job on May 1, During the job, [redacted] requested that we do extra work and install insulation which was an additional $4,500, this made the total contracted price $22,Our inspector, Barry H [redacted] returned to her home on May 8, 2015, which was days after the job was completed to collect the payment for the jobThe contract clearly states that payment is due upon completion of the job, at the completion of the job [redacted] signed a “Happy Sheet” (see attached) stating our crew was courteous and polite and proceeds to say how hard we worked for herAt the end of each job the forman walks thru the completed work and explains what was finished.BWS has not heard from [redacted] directly since April 28, We would love to hear form hear to resolve any and all issues in person.As you can see we have listed exactly what we did and why We have also committed to stand behind all areas in-which we preformed work in and offered a fair and equitable solution if they require additional remediation Sincerely,Basement Waterproofing Specialists

I own a house that was built in The basement occasionally leaks, due to the building technology, but does NOT floodI have a sump pump in my basement that does a great jobI have lived in my house for over years and the pump kicks in maybe four times a year Aside from my furnace and oil tank, there is nothing valuable in my basementOut of curiosity, I called Basement Waterproofing Specialists, Collegeville PA for a free review of my options for waterproofing my basementThe two guys that came out were very nice, decent, friendly people who looked at my situation and gave me an estimateConsidering there is no real use of my basement, whether it is 100% waterproof or not, I decided their estimate of $16, for their services was not the way I wanted to go As I see it, there are clearly other options that are extremely, less costly and I texted Basement Waterproofing Specialists, Collegeville PA over a month a go with a message stating that I declined their servicesYet, for the past days or so, Basement Waterproofing Specialists, Collegeville PA has called me again and again, sometimes three times a day with their sales pitchOver those days, I NEVER answered their calls even once and yet they continue to harass me by calling me every day for the past days (weekends excluded)My initial plan was to ignore all their phone calls and eventually they'd realize that I was not interested in their services and they'd stop calling me I was wrongThey continue to call me on a daily basisOver the past days, I texted them three times asking them to stop calling meYet the next day they'd call againIncredibly, at this point, I texted them yesterday and I am threatening them with legal action because of their blatant harassment and yet they continue to contact me They called me twice today FINALLY, TODAY OUT OF DESPERATION, I BLOCKED THEIR PHONE NUMBER ON MY CELL PHONE What else could I do? They refuse to take "NO thank you" as a final answerAs I mentioned prior, the two guys who came out to my house seemed to be good decent, honest people and they looked at my basement and presented me with my options and made suggestionsThere was no real high pressure sales pitch involvedOur meeting was informal and I felt comfortable with their visit and their recommendationsThe issue is what happened afterwards when their boss started calling me and refused to accept my "NO thanks" text back to themFor the past days they have phoned me every day (except for weekends) over and over, sometimes three times a dayI texted more than once with a "NO thanks and please stop calling me message and they'd called again the next day Honestly, I want to get the personal/home cell phone number of the boss who keeps calling me every day for the past days and I want to call him for days and see how he likes this type of harassment! If you let Basement Waterproofing Specialists, Collegeville PA into your house you better be prepared to go through with them waterproofing your basementOtherwise, you will be harassed like I am currently being harassedThey will NOT take "NO thanks" as the final answerCan you sense my frustration with Basement Waterproofing Specialists, Collegeville, PA?
Peace and best of luck

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I am willing to accept matt and steves addressIts horrible that you don't take pride in what you do or care to service your customersIt really wasn't difficult for you to send someone out about our concerns!You did not finish the job as outline in your contract and also what Matt and Steve said would be completedAgain my final offer is
Regards,
*** ***

Good Afternoon, I am told this situation is currently being addressed by a couple of our departmentsIt is our goal to have a satisfactory result for youIf you feel you are not being addressed please
contact me at ###-###-####. Regards, Damian

In
response to *** ***’s latest correspondence we have determined the following:Based
upon facts, correspondence and personal interviews we believe it is very clear
there is an attempt to blur the lines of the contractWe believe very much in
contracts in accordance with the lawWe believe this is the very reason why we
have contracts, so that it we will be crystal clear on what is being provided,
for how much and the conditions of suchUsing phrases such as “What I thought
was included”, “Possibly a failure to communicate”, “Did not complete job I
believed” and “All that money” are tell-tale signs and quintessential examples
of an individual who is not adhering to the contract As for the customer’s references to the floor,
we have found the following: The customer’s floor is what is known as “Asbestos
tile”This tile, 50-years in age is not “Shiny”This tile has built up
years of grime as well. There is no “sand” or anything of the like on the
tileWe have many photos
As
for the customer’s references to mold at the top of steps, ceilings and walls,
we have found that there is no mold and no evidence of such whatsoeverAgain,
we have many photos.We
successfully completed work we were contracted to do itNowhere in the
contract does it illustrate that multiple floors of the home would be worked
on
As for the reference to arrival time, all crews arrive between 8a.m.-10a.m
which has been our standard for yearsA confirmation call of such is made the
day before to the customer or the crew is not sentAny deviation to arrival
time only occurs if it is so noted on the contract or as a result of the
confirmation call
We
are confused by the comment that the customer is “Stuck with a lifetime
warranty”We have no idea what this means.
Of the individuals interviewed, all stated that the customer’s basement after
the project was “beautiful” and “fantastic” after the project was completed.
We
also discovered that each time the company corresponded with the customer,
there was in fact a new complaint each time as opposed to a general consistent
complaint
We
are at a loss so to speak as to how to respond to: “Desired Settlement: Repair”
as there is nothing to be repairedIn our humble opinion we believe the
customer is attempting to receive free services outside of our contract that we
aren’t even capable to performWe are 100% confident that we upheld the
contractLastly
the customer stated “I know this issue will not be resolved in anyway”This
concerns us in terms of settling this disputeWe are in fact customer service
oriented and we do wish all customers wellWe do wish to resolve the complaint
but insist it be within reason.
Please advise us as to the next step in this process. Regards,Basement
Waterproofing Specialists

June
5, 2015Dear
*** ***,We are in receipt of the above-referenced complaint,
and have reviewed our records. We take
customer complaints very seriously, and our records show that we have not heard
from *** *** in regards to the service issuesPlease accept the following
as our
response to her complaint and a summary of the work that was done.*** *** contacted our office on April 28,
about mold in basement and that water comes into her home and that she has no
pump or drainBasement Waterproofing Specialists was contracted to demo the
basement wall due to mold and water damageWe also installed a commercial
Level D.P.R.Ssystem for the water penetration at the cove of the basement (where
the wall meets the floor)We also cleaned and sanitized the walls of the foundation
Then we sealed the walls with a paint and primer in one.The
plumbing issues were present because there was a bathroom in the basement that
was on the demo plans and we needed to remove the toilet, sink and shower to
install our commercial Level systemWe could not reinstall due to the wet
concrete, which Basement Waterproofing Specialists is not licensed to doThe
customer stated that her son was coming over the following day to reinstall
these fixturesWe did temporarily block the pipes with rags to keep the sewer
gases out of the house.As Basement Waterproofing Specialists policy we are
not involved in the customer’s electrical or plumbing workWhen we do large
and involved jobs it is the customer’s responsibility to contact an electrician
and or plumber to bring the room back to code or whatever their long term goals
areIt is our job to remove the mold and waterYes, there were some lights
that didn’t work due to the fact that we removed all wooden framing and the
drop ceiling in the basementWhere most of these items are mountedBasement
Waterproofing Specialists does the best to our ability to leave the basement in
working order.*** *** showed the foreman some personal items to leave in the basement because
she was saving them for a family member.At
Basement Waterproofing Specialists we always install a 2nd sump pump
when the system is over linear feetThere system was linear feetThe
2nd sump pump was installed at no additional cost to *** *** and
was installed because our Level system can manage such a high volume of water
If only one sump pump was installed there is a very high risk that the pump
will get over whelmed and flood the basement.Basement
Waterproofing Specialists began the job on Willow Street for *** *** on
April 29, We finished the job on May 1, During the job, *** ***
requested that we do extra work and install insulation which was an additional
$4,500, this made the total contracted price $22,Our inspector, Barry
H*** returned to her home on May 8, 2015, which was days after the job was
completed to collect the payment for the jobThe contract clearly states that
payment is due upon completion of the job, at the completion of the job *** *** signed a “Happy Sheet” (see attached) stating our crew was courteous and
polite and proceeds to say how hard we worked for herAt the end of each job
the forman walks thru the completed work and explains what was finished.BWS has not heard
from *** *** directly since April 28, We would love to hear form hear
to resolve any and all issues in person.As you can see we have listed exactly what we did and
why. We have also committed to stand
behind all areas in-which we preformed work in and offered a fair and equitable
solution if they require additional remediation. Sincerely,Basement
Waterproofing Specialists

I realized a better than expected experience employing the services of Basement Waterproofing Specialists to address my water issue in my Philadelphia row-home basement I had a two-fold problem; (a) Mill Creek runs under my house and (b) occasional flooding I unfortunately realized resulting from one of my neighbors having their own water management problems which migrated over to my basement, flooding it on more than a couple of occasions The basement water management system that was installed is also know by some as a French Drain InstallationThe team headed up by Project Manager, Scott was awesome! They were ultra professional and courteous from start to finish - performed an awesome job and gave me better than expected resultsThey covered everything with plastic, even created a protective barrier against fine dust leading to my 2nd floorI never would have chosen this company if it were not for their awesome representative, Inspector Patrick DeSantis, one of the most significant faces of Basement Waterproofing Services He is the man - the epitome of professionalism! I interviewed three companies in total before deciding to go with Basement Waterproofing Specialists I knew that after talking with the other guys and then after speaking with Inspector DeSantis, there was no comparison as to the workmanship and quality of product I would realize with his companyInspector DeSantis really knew his product knowledge and patiently answered all my many questions He forthrightly gave me undiluted information so I could make an intelligent, informed decision The other guys tried to use fear factors to play on my emotions and yet another company just allowed me to drop between the cracks (never got back to me)I can't say enough about my very positive experience I had with Basement Waterproofing Specialists I look forward to referring them to family, friends, and the world!

Our experience with *** *** *** has been outstandingA true consummate professional, and if every customer could be like *** *** we would enjoy doing this type of work at a maximumHowever, our experience with *** *** has unfortunately not been as pleasant*** *** took a much
more hardliner and aggressive approachUnfortunately, *** *** is falling short of substance in fact in our opinion In a routine record phone conversation with *** *** she was found to be condescending with attempts at threats, intimidation and suggesting MrG*** was unethical purely out of her self-possessed antagonism*** *** employed an array of unscrupulous tactics and would repeat words like “Salesmen” in its negative connotation and “Guarantee” claiming the guarantee was more than what it’s literally lettered as in the contractNeither MrG*** nor *** *** bothered to visit the contract together during their 15-minute telephone conversation and in retrospect I’m not sure it would have even helped considering how *** *** would take it upon herself to shift sailThis is boggling because the original meeting with the ***’s by MrK*** representing the company and their subsequent agreement was reduced to that piece of paper of a contractIn that contact, the guarantee *** *** so vehemently and repetitively states, literally reads “water penetration at the cove and floor area where an internal pressure relief system has been installed”The definition of cove can be found as where a floor meets a wallHowever, that not what’s happening with the ***’sThey’ve acknowledged that the water is coming from extreme external flash flooding that the entire neighborhood is dealing with collectivelyThis is over course is the first complaint after almost years to the day of initial installationFurther, in the very same contract it literally reads “BWS does not guarantee against floods” (paraphrased in section)When presented with this, *** *** rebuts with “Well Ed K*** told me…(fill in the blank)” which is the most common tactic of evasion we see in these cases which attempts to discredit and move away from the contract and off into the wilderness of hearsayFurther, *** *** knew very well that she did not want arbitration services from the Revdex.com but rather just an attempt to blemish the good standing record of ***This is because in (2) conversations it was agreed that both parties will bring their accounts of this story to the district justice or higher court of the ***’s choice and essentially leave arbitration to bureaucracy which we wholeheartedly welcomeSo, in conclusion that was the prior agreement all alongWe are waiting to be served and that’s what we offer for settlement to this dispute other than perhaps a last minute alternative ruling from the company's ownership which is currently on vacation and should return soon

November 16, 2015PURPOSE:
In response to BWS Customer, *** *** correspondence dated Thursday,
November 12th, to the Revdex.com (Mediator) Service to BWS.For
item # 1: Our
inspector Chris C*** who was out to look at *** ***’s mold issues clearly
wrote in the contract that Basement
Waterproofing Specialists’ is to “roughcast
all walls where system is installed”The subfloor pressure relief system is
not installed at the top of the stairs, please see attached image 1.For
item # 2:Our
crew needed to remove the tile to put the pressure relief system in*** ***
has asbestos tile in her basement and that can no longer be used or put back
due to the fact that it is a toxic and hazardous substance.For
item # 3:Basement
Waterproofing Specialists’ did not touch her top step because it is stated in
the contract that we are only to complete work “where system is installed”,
please see attached contract (picture 1)For
item # 4: As
a courtesy to *** *** we mopped the floor twice, please see attached pictures
2, & 4.After
our service crew was out to *** ***’s residence to solve the issues she had
after the work was done, she signed our completed service call sheet, please
see attached image 5.Lastly,
On Friday November 6, 2015, *** *** called our service manager, Jeff J***
and asked how much it would cost her to redo the plaster in her staircase and
to get new flooring, (please see attached image & 7)On Monday, November
9, 2015, MrJohnson called *** *** and wanted her floor tile and her
upstairs basement entrance redoneJeff replied to *** *** “we cannot do that
for free” *** *** then hung up on MrJohnsonBasement
Waterproofing Specialists’ is not a contractor in flooringOur suggestion to
*** *** is to have a carpenter take a look at her flooringSincerely,Jennifer A***

Hello *** ***, We have been to your home on numerous occasions in efforts to rectify your claimsIn fact, in one visit you left the crew stranded not reviewing the service completed thus prolonging the ordeal into more visits
and creation of new complaintsThen, when speaking with the general manager offering you a series options you continued to refuse every conciliation and ending with a demand for “Six thousand dollars or else”Further, refusing a visit to address all your complaints and rectify all of your grievances all at once to prevent invention of new ones It is difficult for us not to deduce this and other context clues that perhaps there are several nefarious actions active hereWe of course cannot assist you in committing insurance fraud which we unfortunately believe is what you may be attempting as you’ve hinted throughout this ordeal but somehow left out in your public reviews of our companyIt is dismally our understanding that this is what truly enraged you when you attempted to induce our disagreeable service department in doing soFurther, we believe this also stems from you endeavoring to take advantage our situation with our two inspectors whom during your project left to start their own business which for some reason you also did not mentionWe are deeply concerned with what we believe your true intent to be You’ve left a negative review on every possible venue which is perplexing because by doing that you’ve falsified yourself as a particular customer for each oneFor example, if you hire someone through *** *** or *** *** you subsequently leave a review based on the organization that you went through for that processInstead, you’ve posed as a customer for each to spread your coercion slanderIn each review, you’ve left a different story which is even more baffling In your *** *** review you state that we “somehow sold you a waterproofing system”We had to read that a couple of times to try to wrap our heads around itIn fact, we still don’t know what to make of itIn the same review, you state that moving customer items was in the contract which in reality means away from the perimeter where the work was to be complete as in every projectNot to be confused with your ambiguous description which gives the perception that somehow contractors would move an entire shoe storeIn the complete history of this company we have never moved a customer’s items back because of the new concrete is wet and needs a good deal of time to dryOtherwise, your complaints would be that your items would be sunk permanently dry and deep and into cementThis is where it starts to become apparent that your claims were illegitimate for your motiveWe were surprised to learn that the items you claimed to refer to as merchandise were not moved out of the basement for the project but it was certainly your prerogative to keep them there despite the numerous warnings of dust and sprayI cannot interpret in any other way that the items were anything but purposely chosen to stay on the floor for the project by you Of the pictures you cite, you took many pictures of the same single *** *** shoebox from almost every angle possible to show that it had some dust on its surfaceYes, dust from a major construction project in your home that involved a large crew and jackhammering thousands of pounds of concrete did occurYou in fact acknowledged you understood this Then you referenced a subsequent mold inspection by a “Senior Industrial hygienist”It’s hyperbole like this that further disables your claim from passing the “smell test”Your project was conducted on March 23rd Our mold guarantee is for 30daysYou began your waves of negative online reviews on April 14th, That’s daysYou were still in warrantyIn fact, the service department even offered to come out to remediate areas that weren’t even in the contract and you declinedFurther, the product used on your ceiling has a 10-year warrantySo your claims of mold don’t stand up as there are many options for you if that were trueThen you claim that work was not completed around the hot water system when in fact it was and it was done to the letter of our protocolWe of course would not move your hot water system so we went around it as is the industry standardThis of course directly applies to your claim of open gaps (which is a hydro-gap and again industry standard) It’s also known as a floating slabIt is 100% to leave the inaccessible 2-foot area a hydro-gap and accompany it with a strip drainYour description of this in your complaint is completely evident of your unfamiliarity or deliberate ignorance of how this is professionally doneFurther, the production department even offered to move it and do it anyway after the contract and you still refusedThis was yet another red flag of your motive The service department did send you a check for $in attempt to resolve your complaint about residual dustWe also continued to come out over and over again but your complaints would change each timeFrom reviewing the extensive notes in the file, it shows that you were offered several different free of charge options in an effort to appease you that included more work of which you refused citing you just wanted “cash”At some point as a company we must let you go if you become impossible to work with but it later became apparent what you were really seekingYou also state that Ken K*** is the owner of this company which he has never beenMrsAnne K*** is the owner and always has beenThis means that you somewhere received bad information yet againIt has become apparent now that when you had stated you “had other companies out before” that this is what they must have experienced as wellWe in fact encourage and welcome you to take your threatened action as we wish to likewise resolve the matter

We applaud your willingness to compromise and negotiateHowever, we're not exactly sure what you mean by you "will accept it"Please understand that just above your words "I will accept it" are the words "I am rejecting this response because:" It's the format that the Revdex.com providesThis is important because we have to be clear about what we are agreeing on from both sidesIt's our humble opinion that you should probably consult with someone who is objective about your claims because we don't believe you are getting correct information on what the process involves in comparison to what your expectations seem to have beenIt's not often that we cannot make a customer happy but when we can't it's a full time jobAnne is Ken's adopted daughter but I'm not sure how that involves your basement projectTo suggest that your family is in danger is hurtful hyperbolePerhaps your anger gets the best of you it seemsOur offer is $under the condition that you'll first sign a paper confirming you will remove any remarks past, present and future

From: Date: Wed, Mar 9, at 11:AMSubject: Complaint ID *** UpdateTo: ***
Good Morning,
As an update to our response in regards to "Complaint ID ***" our insurance company has stated the sump pumpmanufacturer is accountable as their product was completely eventually became defective and the work we performed operated without errorWe then immediately took the sump pump to the retailer whom then tested the pump to confirm that it was in fact defectiveThat documentation is now being reviewed by our insurance company and as we understand it the sump pumpmanufacturer, "*** Pump Company"is now in communication with Mr*** (the customer)Regards,
Basement Waterproofing Specialists"We treat you like family"*** *** AvenueCollegeville, PA19426Office:###-###-####

Please see attachment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: 1st, you are saying basically that your policy is to not fix the things you damage after you demolition people's basementLeaving lights not working right and wires hanging could cause possible fire hazardsPlumbing pipes not being capped properly and sewage not being capped properly, also possible problemsNot coming back to remove the rest of the so called moldy materialsThat said, Barry H*** was not truthful in everything mentioned in your responseBarry told me everything was going to be removed from the basement because of the mold problemI'm years old and a widow I was alone when Barry came to assess my basement on 4/28/he made me think that the whole basement was moldy everywhereHe said everything would be removed starting on 4/29/at the same time telling me I had days to think about it and or change my mind, and I didn't even get day to consider everythingI told him I am not a trustful person as everyone isn't honest in today's world so he showed me a large book showing all the people that have been happy with his companythen I started talking about my beliefs in God, he said he was a believer too and he belonged to a church and he contributed to it and helped many peopleSo I began to trust what he was saying when we were in the basement he pulled some insulation off the ceiling in the family room he said he thinks it's no good and the workman coming the next day would be informedThe young man Josh would have to approve it And they didI assumed it also was moldy because Barry made me think so because the walls were moldyThe next day Barry was told by Josh that the instillation was bad and needed to be replaced, So then Barry told me the installation would need to be replaced , I was upset and couldn't believe it when he told me I would owe an additional for the installation to be replacedI never had time to rethink the project and that was my error, but I certainly didn't ever request that the installation be replaced! When Barry came back the week of 5/04/he said he talked to his boss and said that he could remove the balance of the things that were supposed to be removed before and he would fix the pipe for the sump pump as it would not release water in a good area he beat around the bush for several days about the problems that I addressed he never got here with the man he talked about that was to help himOn Friday he came and I gave him a check for 22,dated 5/12/I told him I received a credit union check and would deposit it on 5/11/he said he would come on Monday 5/11/for sure to finish up what he told me he would, I never heard from him after that in other words he wasn't truthful to me about many thingsI only filed this complaint with my sons help because I don't want any elderly person to be taken advantage ofThe young men doing there job seemed very capable and were good workersI had no problem with the and they were not at fault, also I didn't say that my son was coming over the following day to instal the fixtures, my son didn't even know that the project was being done until the day before the project began and didn't look at the basement until after Barry hadn't shown up to correct the things he said he would do on the week of 5/04/-5/11/
Regards,
*** ***

We are confused as to how we would confirm your anecdotal hearsayWhat you’re stating the inspector said is your claimHow could you expect us to confirm something like that? Let’s imagine that the inspector really did say, word for word what you are claimingWould you not think it strange that the contract you signed (which has less wording than any other in the industry) directly words against this claim? That would be like saying “A painter told me I was going to get blue paint” but the 11-sentence contract you signed clearly stated “There will be no blue paint whatsoever” So, you can see our bafflement with your complaint.This is as you state “truthfully answering your question”Now what exactly are the criminal charges we’ve opened a door to? In fact, the way we see it is that you still have an outstanding balance that’s (2) months overdue of $for services you’ve signed a contract toThat, opens the door for legal actionIf it were higher we would pursue criminal chargesEven so, we offered to waive that for compromise of which you’ve declinedWe quite frankly believe you are the quintessential example of “buyer’s remorse”It was as if you wanted a truck, went to dealership, selected a truck, bought the truck, drove the truck and then complained to the Revdex.com that “They sold me a truck I didn’t need”Where’s the logic in that? If you look at your contract we did everything we were contracted to doThere’s really nothing to offer you other than waterproofing paint or stucco on your walls at raw cost to us which is an extreme discount to you and you have already declined that as wellIn fact, you really don’t even deserve being relieved the $you owe or the wall service but we offer it anyway in an attempt to save our own timeThe offer is being extended againAnything else would be unreasonable

October 30, 2014Dear Madam/Sir:
*** *** contacted our offices complaining of water issues, and one of our inspectors met with him on July 2, As a result of that meeting, *** *** signed an Agreement and authorized our company to provide the following services:Replace
the existing sump pump and install a new 1/HP Sump pump at the samelocation;Install a 2" HP sump pump at a new location; Install a water powered back up pump at the location of the new sump pump;
Spray Fosters Mold Spray;
Paint the exposed studs and sill plate with Fosters mold encapsulation paintThe above work was completed on July 25, On Monday, July 28, 2014, we received a phone call from *** *** with the following complaints:
• The pump in the crock is making a loud thumping noise• He never heard the thumping noise prior, the Always Dry crew changed out the crock• The valve on the back was leaking
We met with *** *** at his home on August 1, 2014, in an attempt to address the issues listed aboveOur crew determined that a new pump was needed, but were unable to install it that day as they did not have the proper tools or equipment necessaryWe sent a crew back to *** ***’s home the next day, August 2, 2014, and made all of the necessary corrections*** *** was advised as to the work that was performed, and that all issues were fixed.We contacted *** *** on August 4, 2014, to folland to make sure he was satisfied with our work and to ensure all of the outstanding issues had been resolvedHe indicated that everything appeared to be fine, and we have not heard from nor spoken to *** *** since that dateWe were very surprised to hear that *** *** filed a complaint against us with the Revdex.comIt is our understanding and opinion that we completed the work as outlined and set forth in our Agreement, and that there are no outstanding issues or problemsIf you have any questions or need additional information please do not hesitate to contact usSincerely,Anne K, President