Basement Waterproofing Specialists

Good Morning,                    With all due respect, in the first sentence of [redacted]’s complaint he states that he in fact had basement issues as he did when he first spoke with our Home Show...

representative. In all fairness and reality that’s why he came to us. As for his operational description and to be clear, his second claim submits that “Removing the floor” was suggested or performed but this is what appears to be an unapprised attempt at explaining how a basic drainage system would be installed where twelve to sixteen inches of concrete are removed at the edges of the ground to install drainage pipe. The same applies to the statement “dig to the foundation” which can read as hyperbole in professional terms as a separate operation when really, it’s another uninformed effort to explain the same basic drainage installation.             The irony is that [redacted] uses the word “logical” to explain our inspector’s recommendations and subsequent contract that was agreed upon. When by the time the work was completed the same exact project items he described as reasonable were now suddenly something he never wanted or perceived to need.             At no time was there any indication, invoice, itemization or any other stretch of the imagination that the ozone service was anything but a free service negotiated into the agreement between the inspector and [redacted]. [redacted] signed the contract acknowledging the ozone treatment was free of charge and to be completed once the project was complete and paid for in full.                    Moreover [redacted] makes a brazen statement of what he believes the crew member to be thinking. Even more disheartening, claiming that the crew member whom we knew very well was somehow seeking forgiveness for performing the project in the first place? of which the crew member was very disappointed when presented with this account of what had occurred and later expressed his disenchantment in [redacted] that he would dishonestly claim such a version of that referenced conversation. In fact, by the crew members account [redacted] was attempting to influence the crew that regardless of the contract he simply wanted to hold money and unethically placed the crew in a position where they were forced to either accept incomplete payment by the hands of [redacted] or leave with no payment at all. Further irony in that simply having the work completed was described by [redacted] as a “scam” when in fact at the last second, he himself had scammed the crew members by cheating them with hurried and illicit partial payment suddenly and with no explanation.             Further, there is absolutely no evidence whatsoever that [redacted] attempted to contact us through our website and we believe this to be yet another invention from his claim. [redacted] also did not mention any of these complaints during the phone call to schedule his ozone treatment. [redacted] had cracks in his walls and we fixed them. [redacted] may in fact have moisture in walls which would be completely normal and will not hinder him whatsoever from finishing his basement if he so chooses. [redacted] is aware that he has a vastly superior waterproofing system than he did before which during heavy rains we are sure he will be enlightened to. The other difference is now that once [redacted] successfully pays in full he will also have an unlimited lifetime transferrable warranty with no time ceiling or restrictions to future owners of the same structure. [redacted] also had mold which is now resolved from our work. In fact, [redacted] tapped into all 3 major services we provide thus producing a synergistic conclusion for the fixing of [redacted]s basement. For [redacted] to suddenly refute this as work he did not need or want, yet signed a contract stating such and is now refusing to pay appears to be a duplicitous attempt at shell gaming his final payment with us. This is disheartening as we feel we’ve appropriately performed all necessary services to [redacted] during each step of the way. However, we nonetheless are interested in the Revdex.com’s opinion on this matter.

In
response to [redacted]’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 contract. We believe very much in
contracts in accordance with the law. We 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 such. Using 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, 50-70 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
tile. We 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 whatsoever. Again,
we have many photos.We
successfully completed work we were contracted to do it. Nowhere 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 years. A confirmation call of such is made the
day before to the customer or the crew is not sent. Any 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 repaired. In our humble opinion we believe the
customer is attempting to receive free services outside of our contract that we
aren’t even capable to perform. We are 100% confident that we upheld the
contract.Lastly
the customer stated “I know this issue will not be resolved in anyway”. This
concerns us in terms of settling this dispute. We are in fact customer service
oriented and we do wish all customers well. We 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, 2015
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 issues. Please 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, 2015
about mold in basement and that water comes into her home and that she has no
pump or drain. Basement Waterproofing Specialists was contracted to demo the
basement wall due to mold and water damage. We also installed a commercial
Level 7 D.P.R.S. system 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 7 system. We could not reinstall due to the wet
concrete, which Basement Waterproofing Specialists is not licensed to do. The
customer stated that her son was coming over the following day to reinstall
these fixtures. We 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 work. When 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
are. It is our job to remove the mold and water. Yes, there were some lights
that didn’t work due to the fact that we removed all wooden framing and the
drop ceiling in the basement. Where most of these items are mounted. Basement
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 120 linear feet. There system was 138 linear feet. The
2nd sump pump was installed at no additional cost to [redacted] and
was installed because our Level 7 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, 2015. We finished the job on May 1, 2015. 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 $22,420. Our inspector, Barry
H[redacted] returned to her home on May 8, 2015, which was 7 days after the job was
completed to collect the payment for the job. The 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 her. At 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, 2015. 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

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 complaint. The guarantee is clearly marked on
our contract with him as no water penetration where the floor meets the wall. Mr.
[redacted] originally contacted our company in 2014 stating water would come into
his basement during heavy rains. Since we’ve installed our system since 2014
Mr. [redacted] has not had a basement water issue since. We 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 company. Also, it appears Mr. [redacted]
declined a sump pump “endorsement” or “rider” on his own insurance to cover
between $2,500 and $25,000 worth of damage and repair. Some homeowners assume
they have this endorsement or rider. Many 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 business. If 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.com. Lastly, 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 cost. Mr. [redacted]’s declared purchase date is incorrect by
an entire year and Mr. [redacted]’s declared purchase price is incorrect by $275.
We hope he is more accurate and truthful moving forward.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I'm out $10,200 and this is the best they can offer? Again, they refuse to even acknowledge my two questions which is the basis of my complaint Did BWS senior inspector tell me I had water trapped in my basement wall and that was the cause for my water issues? Based on his fraudulent claim, did I spend $10,200 for a product he was fully aware I did not need? There is no way BWS can truthfully answer either question without opening the door for criminal charges! Based on these facts, I am willing to let the Revdex.com settle this dispute!  
Regards,
[redacted]

Wednesday, August, 5th 2015 to the Revdex.com (Mediator) Service to BWS.
For item #1:We completely agree and have no problem providing such action at [redacted]’s earliest convenience.
For item #2:As we understand it, [redacted] asked Mr. H[redacted] “Do you think I should replace the insulation”. Of which Mr. H[redacted] allegedly responded, “Well, it’s falling down and smells musty. If it were me, while I’d be having this work done, I would rather do it now all at the same time”.
[redacted] stated in her August, 5th 2015 correspondence that in terms of the insulation being moldy, that it “evidently wasn’t”. It is true no known mold test was conducted on the insulation to our knowledge. However, the insulation was never predicated on whether or not it had mold but rather it was in extremely poor condition. As a company, we do not test for mold. We always use a third party as [redacted] is well aware of.
The insulation was most certainly in the contract as denoted by the $4,873.50 add on. We believe to ask for partial reimbursement of the insulation does not make any sense as we have done nothing wrong. We also have a problem with this type of request because there is no clear quantitative figure. There is no guarantee that any compensation would be satisfactory and final to resolve this overall complaint.

Wednesday, August, 5th 2015 to the Revdex.com (Mediator) Service to BWS.For item #1:We completely agree and have no problem providing such action at [redacted]’s earliest convenience.For item #2:As we understand it, [redacted] asked Mr. H[redacted] “Do you think I should replace the insulation”. Of which Mr. H[redacted] allegedly responded, “Well, it’s falling down and smells musty. If it were me, while I’d be having this work done, I would rather do it now all at the same time”.[redacted] stated in her August, 5th 2015 correspondence that in terms of the insulation being moldy, that it “evidently wasn’t”. It is true no known mold test was conducted on the insulation to our knowledge. However, the insulation was never predicated on whether or not it had mold but rather it was in extremely poor condition. As a company, we do not test for mold. We always use a third party as [redacted] is well aware of.The insulation was most certainly in the contract as denoted by the $4,873.50 add on. We believe to ask for partial reimbursement of the insulation does not make any sense as we have done nothing wrong. We also have a problem with this type of request because there is no clear quantitative figure. There is no guarantee that any compensation would be satisfactory and final to resolve this overall complaint.

From: <[redacted]>Date: Wed, Mar 9, 2016 at 11:55 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 error. We then immediately took the sump pump to the retailer whom then tested the pump to confirm that it was in fact defective. That 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:###-###-####

January 23,
Revdex.com
Business Complaint Message
[redacted]
Complaint ID:
[redacted]
RE: [redacted]
Philadelphia,
PA
Daytime
#: ###-###-####
Email:
[redacted]
Dear Ms[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 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, 2014.
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

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 complaint. The guarantee is clearly marked on
our contract with him as no water penetration where the floor meets the wall. Mr.
[redacted] originally contacted our company in 2014 stating water would come into
his basement during heavy rains. Since we’ve installed our system since 2014
Mr. [redacted] has not had a basement water issue since. We 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 company. Also, it appears Mr. [redacted]
declined a sump pump “endorsement” or “rider” on his own insurance to cover
between $2,500 and $25,000 worth of damage and repair. Some homeowners assume
they have this endorsement or rider. Many 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 business. If 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.com. Lastly, 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 cost. Mr. [redacted]’s declared purchase date is incorrect by
an entire year and Mr. [redacted]’s declared purchase price is incorrect by $275.
We hope he is more accurate and truthful moving forward.

November 16, 2015
PURPOSE:
In response to BWS Customer, [redacted] correspondence dated Thursday,
November 12th, 2015 to the Revdex.com (Mediator) Service to BWS.
For
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 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 [redacted] we mopped the floor twice, please see attached pictures
2, 3 & 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 5.
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 6 & 7). On Monday, November
9, 2015, Mr. Johnson called [redacted] and wanted her floor tile and her
upstairs basement entrance redone. Jeff replied to [redacted] “we cannot do that
for free” [redacted] then hung up on Mr. Johnson.
Basement
Waterproofing Specialists’ is not a contractor in flooring. Our suggestion to
[redacted] is to have a carpenter take a look at her flooring.
Sincerely,Jennifer A[redacted]

I was not told how to change the battery or any mechanics of this sump pump if that is what it's called.  I need someone from your business to show me.  The book is not enough---I am not mechanically inclined.