Basement Xperts

Complaint: [redacted]
I am rejecting this response because:
Stage1:Contract signed on April 5th but till mid may I did not received any papers. I sent email to company.  The packet received was not accepted by
township because the main document was missing. 
Combustion Air Form which was mail to me only on May 27th.  The form filled was so incorrect because no
body came to my house to see what is BTU in the furnace and what is filled is
correct.  I went to township to
understand the requirement, filled up correctly and resubmitted.  Right here I had issues started. Five times I
went to township, three times got rejected because papers missing, no
measurement provided for the unfinished area, low BTU’s etc.,  NO help from basementXperts, why as a
customer I need to go to township to explain all these to get the approval on
time. On top of it I have no clue what is BTU’s but now I do.  Once we got all paper work completed ie.,
after two months on June 3rd [redacted] township approved. What
basementXperts promised during sales was so different than the execution
time.  It was stated in two weeks all
paper work will be completed and we can start the work.  However, reality took two months (April 5th to May 27th final submission)
Total 44 days for just to
get the paper work and approval. Township took only four days to approve once all
paperwork is correct.  I expect that
BasementXperts talk to township, fix all the errors.  This would have saved lots of time by
providing good customer service, however, that’s not the case.
Total work has to be
completed within 60 days including layout from the date of approval.  Understand delay in the township approval. This
means technically you have only 40 days to finish all the work after the layout
which was way past over the due date of completion of work.
First Check #[redacted] - $295   issued on April 8th. Second Check #[redacted] - $8,250 issued on June 29th. Stage 2:
The work is supposed to
start on June 4th, whenever started, the first stage ie., rough
studs, pluming and wiring was done only by Aug 4th which means
around 40 working days.  All I want to
understand is, is this the norm. If the work including layout need to be
completed in 60 days, how this stage 1 rough work takes 40 days.  All I need to understand is this the way BasementXperts
company work.  I see the reason differently.,
only one guy came to work during these days from 10am to 4pm, many days don’t show
up and talking to someone in the phone almost half the day.  I came to know from the guy, he was a sub-contractor
and he has other works for which he needs to give direction.  As advertised by BasementXperts where was the
project manager assigned to this work and manage the time effectively. 
Now, regarding the wet
bar, I was stating to the contractor that I wish to put a wet bar.  He, without checking the paper work approved by
township, not approved by me in writing did the work.  This I came to know only when new project
manager came to work in Oct.  Same way,
the plumber did not check the approved drawing (Vent Through Roof) and did
outside the house.  Township did not
approved.  Granted there was a week or
two delay in getting hold of township officer but township officer clearly gave
a note stating the contractor to start other work but company did not as they
want to take this as advantage.  Plumber went on one week
vacation, why as a customer I should suffer for his vacation. BasementXperts
should get someone else to do the job. 
When the plumber came he took only five minutes to finish the work.  I, as customer be blamed
that I choose wrong options which delays 20 days.  My question if, on the date of inspection as
a customer I expect the contracting company be available there.  If the plumber was there, this could have
solved in an hour as compared to three weeks (15days).  I just relayed what inspector told, I am a
customer and not by any means understands construction world.  So please stop blaming others, check your
company policy, is the policy is customer should take care of all these
inspections and not the contracting company.  
So stage 2 little over 40
days, lots of mistakes by BasementXperts led delay and not by customer or township. Third Check #[redacted] - $6,745.80 issued on Oct 6th.
(I don’t understand how they claim I did not paid on time when the check issued
date is Oct 6th which is the due date for payment). Stage 3: Insulation was
not passed because there were first stop of double wall was not made.  Again inspection failed but inspector said
that they can do rest of the work.  Here
also we as the customer in front of inspector and not the company project
manager or other personnel. 
This stage I raised issue
of stopping the work via email and go with other contractor due to delay. I
approached township to understand the procedure to change the contractor. After
sending emails about cancelling the deal at this time, the works started gearing
up.  Next step of sheetrock, insulation
and sanding went really very fast as a new manager came into the picture.  We were very glad that finally things are
going fine. I followed with tons of
emails, calls and text about damage for delay in work.  BasementXperts as always don’t respond to
customer till the time you say we want to stop the work.  
Stage 4: Fourth Check #[redacted] - $6,248.25
issued on Oct 28th.  I delayed
because I want to get a confirmation about damage for the delay in work.  I asked because the contract states if the
work is delayed more than 60 days, company will pay damage.  There were no responses from BasementXperts
for my emails, so I withhold the check. 
Owner of the company called me and confirmed that the work will be
completed in a month on Oct 28th, hence I issued the check. Now, Oct 28th,
till to date (Nov 27th), worked done so far is only hung up door,
caulk and one coat of primer in few walls. What I see the pending work and the
working pattern of the company, it will take another two months to finish the
work. Painter, he is also
project manager and also what not, very busy guy shows up, sometime does not
with no communication.  We have to wait
at home since he can come anytime. That’s not the project management or customer
service.  This Monday (11/23) did not showed
up with no communciation, 11/24 came for two hours, 11/25 and 11/27 did not
showed up as promised with no communication. 
Even if I take Oct 28th as the date of payment to start the
work for this stage, so far 18 days only few hours people showed up to
work.  Only one carpenter use to come for
two weeks, he will come at 1pm and leave at 3pm, sometime did not even showed
up.  No timing at all. Had it been two people
or three working minimum 5-6hrs this stage could be done in a week.
Now stage 4 is still going
only for past 18 days.
Final:
I just don’t understand
how the pluming work is hold for two months. 
Is that not company’s responsibility to talk to Township and customer,
get an answer and move on to next step if the project manager is assigned to
work, as claimed in the advertisement by the company.   Even
if the option chosen by the customer is delayed (which in now customer
understands it), officer gave in writing to go ahead and perform other work
which company did not do. I don’t understand the
payment issue as well. I gave the checks and their issue date. All payments
paid on time as requested. I never asked for wet bar
in writing or no one from basementxpert told this is the cost.  How could even they do without township
approval, where was the project manager.  Custom paint, I don’t think
BasmentXpert is going to manufacture paint, its [redacted]’s paint, go and grab from
[redacted], how this could cause delay the work and also when the actual
painting work has not even started yet. I agree it is easier to
blame each other.  I am not exaggerating,
from dirt, our builder built a custom house two storied 3300sqft with tons of
changes in seven months including township approvals…all nine yard things.  Here I am struggling to finish very simple
basement, with no additional change other than painting one small room in
different color going for past 7 months including the paperwork. Plumbing issue
cannot be attributed to customer when it is companies responsibility.   Agreed Company told they
will put additional sheetrock for free but even for that I sent email by
providing free sheetrock doesn’t mean you can delay the work (Email sent on Nov
3rd).  With the way they work few hours,
here and there come and work on my basement, company is not doing any
favor.  I don’t want this work go to next
year.  If so, cancel at this time, refund
the money I will get it done with other contractors. All I need is, can the
company confirm when they will finish the work. 
Reason I did not bring to the project manager is because, he himself is
delaying the work what is the point.  I
have all email correspondences which can be shared to anyone (thank God I did
through email), hence thought that this is the time to get third party involved
hence raised it to Revdex.com.   Also want to have these information in Revdex.com
site so that any new customer knows the pain I went through and make the right
decision. All these information provided
is backed up by gmail, text messages, phone calls made to the company and the project
managers and the [redacted] bank checks.
I am new to these kinds of discussion, apologize if I hurt someone on this submission.  I am open for discussion, all I care is finish my work on time, so that I can keep my house clean which is messed up now. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I disagree with the delay.  It was summer time no major weather issue of
anything beyond control that work should stop. 
If we take 80 days as liable to finish the work, starting from June it
was 6 months.  Ok though its not customer
fault, I will take a month delay due to inspection and payment of five weeks,
still its 5 months which is over 100 working days.  This is way beyond the contractual days to be
finished.  I never received any
communication about any contingency or issues. 
I repeat again, I never requested for a wet
bar.  I sent email to Kim, project
coordinator that I need to move the wall 5 feet within the finished space.  I did not mention any word about WetBar.  She confirmed via email, then I changed the
layout and got approved from township, send a revised layout to Kim.  None of them states wetbar.   Pluming has done by plumber keeping in mind
that I need a wet bar out there and I can use the bathroom pumping and
ejector.  Where is the written
confirmation from customer about wet bar installation and pluming is
required.  Your person did assuming that I
will need it, without checking the approvals, revised layout or with BasementXperts
office or customer, I cannot pay for your mistakes.  Again, why we are discussing this again and
again, I already send email on Nov 20th, remove the pipe which is
done without approvals. 
All I am asking again and again and I did not get an answer yet, is, why the work has stopped for past two weeks for which I already paid
for.  This is illegal that you take my money,
don’t perform work and also don’t refund the money. 
I am not getting any answer on these or the work has started yet.  If the status remains same even next week and
still work has not started I will be forced to take legal action against the
company.  Don’t want that I never
discussed the next step of taking legal action. 
 
Regards,
[redacted]

We have contacted the customer , and we are back working at his home.

Complaint: [redacted]
I am rejecting this response because: I see the response is the same response I got earlier (Copy and Paste) with no new information.  BaementXperts has stopped the work and we are in big mess staying in a house with dirt all over.  Kids are getting sick.  I need to know when the basement will be finished.  Again, the company has stopped working on my basement.  Guys came on Monday were called back, they took all equipment from the basement.  Now, reply is coming back with same old answer with no new message...how do we go from here.  I sent email, called them but no reply on what is the next step and now even with Revdex.com message no reply, unless I dont know how to navigate to read new messages.  SOMEONE PLEASE HELP!!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Stage1:Contract signed on April 5th but till mid may I did not received any papers. I sent email to company.  The packet received was not accepted by
township because the main document was missing. 
Combustion Air Form which was mail to me only on May 27th.  The form filled was so incorrect because no
body came to my house to see what is BTU in the furnace and what is filled is
correct.  I went to township to
understand the requirement, filled up correctly and resubmitted.  Right here I had issues started. Five times I
went to township, three times got rejected because papers missing, no
measurement provided for the unfinished area, low BTU’s etc.,  NO help from basementXperts, why as a
customer I need to go to township to explain all these to get the approval on
time. On top of it I have no clue what is BTU’s but now I do.  Once we got all paper work completed ie.,
after two months on June 3rd [redacted] township approved. What
basementXperts promised during sales was so different than the execution
time.  It was stated in two weeks all
paper work will be completed and we can start the work.  However, reality took two months (April 5th to May 27th final submission) Total 44 days for just to
get the paper work and approval. Township took only four days to approve once all
paperwork is correct.  I expect that
BasementXperts talk to township, fix all the errors.  This would have saved lots of time by
providing good customer service, however, that’s not the case. Total work has to be
completed within 60 days including layout from the date of approval.  Understand delay in the township approval. This
means technically you have only 40 days to finish all the work after the layout
which was way past over the due date of completion of work. First Check #[redacted] - $295   issued on April 8th. Second Check #[redacted] - $8,250 issued on June 29th. Stage 2: The work is supposed to
start on June 4th, whenever started, the first stage ie., rough
studs, pluming and wiring was done only by Aug 4th which means
around 40 working days.  All I want to
understand is, is this the norm. If the work including layout need to be
completed in 60 days, how this stage 1 rough work takes 40 days.  All I need to understand is this the way BasementXperts
company work.  I see the reason differently.,
only one guy came to work during these days from 10am to 4pm, many days don’t show
up and talking to someone in the phone almost half the day.  I came to know from the guy, he was a sub-contractor
and he has other works for which he needs to give direction.  As advertised by BasementXperts where was the
project manager assigned to this work and manage the time effectively.  Now, regarding the wet
bar, I was stating to the contractor that I wish to put a wet bar.  He, without checking the paper work approved by
township, not approved by me in writing did the work.  This I came to know only when new project
manager came to work in Oct.  Same way,
the plumber did not check the approved drawing (Vent Through Roof) and did
outside the house.  Township did not
approved.  Granted there was a week or
two delay in getting hold of township officer but township officer clearly gave
a note stating the contractor to start other work but company did not as they
want to take this as advantage.  Plumber went on one week
vacation, why as a customer I should suffer for his vacation. BasementXperts
should get someone else to do the job. 
When the plumber came he took only five minutes to finish the work.  I, as customer be blamed
that I choose wrong options which delays 20 days.  My question if, on the date of inspection as
a customer I expect the contracting company be available there.  If the plumber was there, this could have
solved in an hour as compared to three weeks (15days).  I just relayed what inspector told, I am a
customer and not by any means understands construction world.  So please stop blaming others, check your
company policy, is the policy is customer should take care of all these
inspections and not the contracting company.  So stage 2 little over 40
days, lots of mistakes by BasementXperts led delay and not by customer or township. Third Check #[redacted] - $6,745.80 issued on Oct 6th.
(I don’t understand how they claim I did not paid on time when the check issued
date is Oct 6th which is the due date for payment). Stage 3: Insulation was
not passed because there were first stop of double wall was not made.  Again inspection failed but inspector said
that they can do rest of the work.  Here
also we as the customer in front of inspector and not the company project
manager or other personnel.  This stage I raised issue
of stopping the work via email and go with other contractor due to delay. I
approached township to understand the procedure to change the contractor. After
sending emails about cancelling the deal at this time, the works started gearing
up.  Next step of sheetrock, insulation
and sanding went really very fast as a new manager came into the picture.  We were very glad that finally things are
going fine. I followed with tons of
emails, calls and text about damage for delay in work.  BasementXperts as always don’t respond to
customer till the time you say we want to stop the work.  Stage 4: Fourth Check #[redacted] - $6,248.25
issued on Oct 28th.  I delayed
because I want to get a confirmation about damage for the delay in work.  I asked because the contract states if the
work is delayed more than 60 days, company will pay damage.  There were no responses from BasementXperts
for my emails, so I withhold the check. 
Owner of the company called me and confirmed that the work will be
completed in a month on Oct 28th, hence I issued the check. Now, Oct 28th,
till to date (Nov 27th), worked done so far is only hung up door,
caulk and one coat of primer in few walls. What I see the pending work and the
working pattern of the company, it will take another two months to finish the
work. Painter, he is also
project manager and also what not, very busy guy shows up, sometime does not
with no communication.  We have to wait
at home since he can come anytime. That’s not the project management or customer
service.  This Monday (11/23) did not showed
up with no communciation, 11/24 came for two hours, 11/25 and 11/27 did not
showed up as promised with no communication. 
Even if I take Oct 28th as the date of payment to start the
work for this stage, so far 18 days only few hours people showed up to
work.  Only one carpenter use to come for
two weeks, he will come at 1pm and leave at 3pm, sometime did not even showed
up.  No timing at all. Had it been two people
or three working minimum 5-6hrs this stage could be done in a week. Now stage 4 is still going
only for past 18 days. Final:I just don’t understand
how the pluming work is hold for two months. 
Is that not company’s responsibility to talk to Township and customer,
get an answer and move on to next step if the project manager is assigned to
work, as claimed in the advertisement by the company.   Even
if the option chosen by the customer is delayed (which in now customer
understands it), officer gave in writing to go ahead and perform other work
which company did not do. I don’t understand the
payment issue as well. I gave the checks and their issue date. All payments
paid on time as requested. I never asked for wet bar
in writing or no one from basementxpert told this is the cost.  How could even they do without township
approval, where was the project manager.  Custom paint, I don’t think
BasmentXpert is going to manufacture paint, its [redacted]’s paint, go and grab from
[redacted], how this could cause delay the work and also when the actual
painting work has not even started yet. I agree it is easier to
blame each other.  I am not exaggerating,
from dirt, our builder built a custom house two storied 3300sqft with tons of
changes in seven months including township approvals…all nine yard things.  Here I am struggling to finish very simple
basement, with no additional change other than painting one small room in
different color going for past 7 months including the paperwork. Plumbing issue
cannot be attributed to customer when it is companies responsibility.   Agreed Company told they
will put additional sheetrock for free but even for that I sent email by
providing free sheetrock doesn’t mean you can delay the work (Email sent on Nov
3rd).  With the way they work few hours,
here and there come and work on my basement, company is not doing any
favor.  I don’t want this work go to next
year.  If so, cancel at this time, refund
the money I will get it done with other contractors. All I need is, can the
company confirm when they will finish the work. 
Reason I did not bring to the project manager is because, he himself is
delaying the work what is the point.  I
have all email correspondences which can be shared to anyone (thank God I did
through email), hence thought that this is the time to get third party involved
hence raised it to Revdex.com.   Also want to have these information in Revdex.com
site so that any new customer knows the pain I went through and make the right
decision. All these information provided
is backed up by gmail, text messages, phone calls made to the company and the project
managers and the [redacted] bank checks.I am new to these kinds of discussion, apologize if I hurt someone on this submission.  I am open for discussion, all I care is finish my work on time, so that I can keep my house clean which is messed up now. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I disagree with the delay.  It was summer time no major weather issue of
anything beyond control that work should stop. 
If we take 80 days as liable to finish the work, starting from June it
was 6 months.  Ok though its not customer
fault, I will take a month delay due to inspection and payment of five weeks,
still its 5 months which is over 100 working days.  This is way beyond the contractual days to be
finished.  I never received any
communication about any contingency or issues.  I repeat again, I never requested for a wet
bar.  I sent email to Kim, project
coordinator that I need to move the wall 5 feet within the finished space.  I did not mention any word about WetBar.  She confirmed via email, then I changed the
layout and got approved from township, send a revised layout to Kim.  None of them states wetbar.   Pluming has done by plumber keeping in mind
that I need a wet bar out there and I can use the bathroom pumping and
ejector.  Where is the written
confirmation from customer about wet bar installation and pluming is
required.  Your person did assuming that I
will need it, without checking the approvals, revised layout or with BasementXperts
office or customer, I cannot pay for your mistakes.  Again, why we are discussing this again and
again, I already send email on Nov 20th, remove the pipe which is
done without approvals.  All I am asking again and again and I did not get an answer yet, is, why the work has stopped for past two weeks for which I already paid
for.  This is illegal that you take my money,
don’t perform work and also don’t refund the money. 
I am not getting any answer on these or the work has started yet.  If the status remains same even next week and
still work has not started I will be forced to take legal action against the
company.  Don’t want that I never
discussed the next step of taking legal action.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  There are no extra work done.  Can the BasementXpert list the additional things they done.  I can provide you with the email communication from the beginning of the process complaining the delays.  The problem is not just in my case.  I referred BasementXpert to my friend and he also had the same delay.    BasementXpert need to provide the list of additional items they did in the project that was not in the contract.
Here is the original email conversation about the delays.  BasementXpert never said anything about the additional work they did at that time.  There are many other emails I can provide.
 
phil <[redacted]>
05/17/15 at 7:56 AM
To
[redacted]
Good morning. As discussed on phone we will call for insulation inspection this week once passed we will order sheet rock and start to install next day so if we receive 2nd payment sheetrock will start next week. The time to hang and tape sheetrock and sand is approximately 12 days after that we order doors that takes about 4 days and then we do electric finish which takes about 3 to 4 days during that time we need tile choice tile and fixtures install takes 3 to 4 days then we need kitchenette setup that takes 2 days finally painting takes for your basement standard colors about 5 days to paint. As we discussed yesterday this is the schedule you requested  the office will let you know when insulation inspection this week. Thanks 
-------- Original message --------
From: [redacted]
Date:05/17/2015 6:56 AM (GMT-05:00)
To: Phil
Subject: [redacted]., [redacted] - Basement Project
Phil,
At this moment I am very much concerned about the basement project and more over the contractor-owner relationship between you and I.  I have no interest in being screamed at or screaming at someone.  That is not my nature.  I also want to stress that I have no confidence that after making the 2nd payment, BasementXperts will complete the work on time.
Here is my experience so far:
1.  You got the first payment on December 30th 2014.  Check cleared that day in my bank account.
2.  According to the contract the basement work will be completed in 60 days from the date when the permit is approved by the township.  Since the permit was approved by the township before December 30th, 2014, the basement work should have been completed by March 31, 2015 (considering New Year, Martin Luther King and President's day as non working).  As of today, 93 working days passed (excluding holidays), work is not completed.
3.  We had a screaming match today.  That bothers me.  That is not the way I work. 
4.  When the work was stopped at our place, we made many calls to you and sent emails.  Neither you returned our call or replied to emails.
5.  My wife had to make several calls to BasementXperts to know anyone is coming to work on a daily basis. Since both us working, it is difficult for us to continuously follow up with your people.
6.  Also you are aware that except plumbing work, all other inspection failed multiple times. 
7.  Based on my experience so far, I have no confident that after paying the 2nd installment, BasementXperts will complete the work in a timely fashion.  How do I protect myself?  I looking for suggestion from you.  What you would have done in my place.  Please note that I referred my close friend [redacted] and even after a year, that work is not completed.  In my basement, we didn't make any structural changes.
Based on the Clause V of the contract, we can cancel the contract.  Since the relationship reached in a shouting match, should we cancel the contract as a gentlemen and separate our ways and I will get someone else to complete the contract.  If you want to continue, how to we protect my money and guarantee the work will be done.  Please let me know.
Regards
[redacted]
 
 
Regards,
[redacted]

Review: We signed contract in the month of Apr 2015 to build our 1100sqft basement. Contracting company did complete only second stage in Nov. Contractors come at 1pm and leave at 3pm..many days don't even show off. No proper response from the company. Since we paid the money for the stage, we are at their mercy when the work will be completed. As per contract the work is supposed to be finished in 60 days. We are way past 60 days but no damages is paid and no effort seen in delivery the work. With the way it is going we may end up going into 2016 as well.

This is new built house, the [redacted] Homes construction company built this 3300 sqft house from Dirt to Occupany in just 7 months and we moved in to our satisfaction. However, to finish he basement, basementxperts company is taking more than 7 months and still its going with no answer when this work will be finished. On top of delay customer service is so poor no one answers our call. I am so disappointed with the customer service and the work performed so far. Our house is so dirty now, we don't want to spend money to clean since work is going. Myself and kids got sick due to this. Its so frustrating that as a customer we cannot do anything because we paid for it.Desired Settlement: I would like to get the project time schedule and finish it on time. I would also like to withhold 10% balance amount to be paid as damages. As per contract if the work is not finished in 60 days the company will pay damages. Company laid drywall on the unfinished area with no charge but they delay the work so much, hence I would like to hold and not pay the last payment which is 10% of the contract money.

Business

Response:

Complaint ID [redacted]To whom it may concern,We are writing in reply to the above complaint ID. Mr. [redacted]

signed his contract with us on April 5th 2015 which was a Sunday.

His permit package was prepared and delivered to his residence, and he handed

them into the township. His township requested additional forms which were

submitted. No work can begin till all permits are approved. His Permits where

approved on June 3rd 2015, On June 4th 2015 he emailed our

office with his permit number. He also called our office, upon speaking with

him on the phone he was informed that we would add him to the layout schedule

and contact him with a layout date. Our contract states 20 working day to do

the layout.His layout was done on June 24th and he was

informed by the staff the materials will be ordered and the framing will begin

within 2 weeks of the layout. His job was framed, electrically roughed and the

rough plumbing was done. His inspections where scheduled the soonest available.

Rough electric inspection was done on 8/4/15 and rough plumbing inspection was

done on 8/7/15. His plumbing inspection failed for the following reason. The

diagram stated that the vent pipe would be vented through roof but was vented

through the exterior of the home. The inspector gave the customer 2 options 1-

change the diagram and submit it to the township or vent it through the roof. Mr.

[redacted] wanted option 2. The plumber went to his home on 8/13/15 and tried

to do it the way the inspector explained to the homeowner, the plumber informed

him and us this could not be done there is nothing to tie into that is

existing. The homeowner informed us he

wanted the plumber to speak with the inspector rather than revise the diagram. The

plumber called the plumber inspector and left several messages. The plumbing

inspector called the plumber back on 8/22/15 and the plumber explained that there

was no existing vents to tie into that would vent it through the roof. The homeowner

was informed the only way to vent it through the inside to the roof was to

break open all his walls going up to the roof. He declined this option on

8/25/15 via phone an email was also sent to him telling him our only option is

to revise the diagram. He was informed the plumber was on vacation that week

and the signed and sealed diagram would be sent out as soon as he returns from

vacation. On 9/1/15 the revised diagram was mailed out to the township once it

was approved and inspection was scheduled which was on 9/29/15. It passed

inspection and his rough building was done next, that passed and we immediately

insulated and called for insulation inspection which was on 10/2/15 which was a

Friday. Mr. [redacted] was not available till the following Friday 10/6/15 to

make his 2nd payment which was due the day insulation was installed.

On 10/9/15 his sheetrock was ordered and delivered and sheetrock was hung and

taped. As per the contract the 3rd payment was now due. Mr. [redacted]

withheld the 3rd payment for 3 weeks. Mr. [redacted] complained

about the delays due to the amount of time it took for the township to approve

his permits as well as the delay in the plumbing inspection (which was in fact

held up by him by insisting on option 2 rather than allowing option 1 from the

start). As a courtesy he was given sheetrock in his unfinished areas for free.

The doors and trim where installed and we are currently painting a custom paint

job which also is not in his contract. The project manager was even onsite the

day he filed this complaint. There was a bar sink rough plumbing done by the

plumber which was not approved by us (as per plumber the customer informed him

it was added to the contract) The project manager informed him that there is no

bar sink on his contract nor was there a permit applied for and it is not on his

diagram. If he wanted to do the bar sink the additional fee would be $1250.00

and unless he agreed to pay it and get a permit for it the finish cannot be

done. He then went and put in this complaint, but failed to mention that the

project manager was with him for 2 hours going over the finish of the job nor the

extra work done on his project. He requested custom painting as we were getting

ready to start the painting. He has also added several extras to the job since

the inspections have passed as well.Our contract reads 60 working days excluding delays in

inspections, inclement weather and acts of god. His project was held up for

nearly 2 months based on the plumbing inspection and diagram. Then an

additional 20 days for his scheduled payments to be made. His was compensated for

the delays as a kind gesture by our office. He is not due any damages as it

states in the contract he is still under 60 working days excluding the inspections

and the 20 days he held back payment as part of the payment terms on contract. It

also does not include extra work requested after the job began. He in fact owes

several thousand dollars in additional fees for additional items that were

added included the bar sink that he was told yesterday, the finish for the sink

would not be done if it wasn’t added as an extra to his contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Stage1:Contract signed on April 5th but till mid may I did not received any papers. I sent email to company. The packet received was not accepted by

township because the main document was missing.

Combustion Air Form which was mail to me only on May 27th. The form filled was so incorrect because no

body came to my house to see what is BTU in the furnace and what is filled is

correct. I went to township to

understand the requirement, filled up correctly and resubmitted. Right here I had issues started. Five times I

went to township, three times got rejected because papers missing, no

measurement provided for the unfinished area, low BTU’s etc., NO help from basementXperts, why as a

customer I need to go to township to explain all these to get the approval on

time. On top of it I have no clue what is BTU’s but now I do. Once we got all paper work completed ie.,

after two months on June 3rd [redacted] township approved. What

basementXperts promised during sales was so different than the execution

time. It was stated in two weeks all

paper work will be completed and we can start the work. However, reality took two months (April 5th to May 27th final submission) Total 44 days for just to

get the paper work and approval. Township took only four days to approve once all

paperwork is correct. I expect that

BasementXperts talk to township, fix all the errors. This would have saved lots of time by

providing good customer service, however, that’s not the case. Total work has to be

completed within 60 days including layout from the date of approval. Understand delay in the township approval. This

means technically you have only 40 days to finish all the work after the layout

which was way past over the due date of completion of work. First Check #[redacted] - $295 issued on April 8th. Second Check #[redacted] - $8,250 issued on June 29th. Stage 2: The work is supposed to

start on June 4th, whenever started, the first stage ie., rough

studs, pluming and wiring was done only by Aug 4th which means

around 40 working days. All I want to

understand is, is this the norm. If the work including layout need to be

completed in 60 days, how this stage 1 rough work takes 40 days. All I need to understand is this the way BasementXperts

company work. I see the reason differently.,

only one guy came to work during these days from 10am to 4pm, many days don’t show

up and talking to someone in the phone almost half the day. I came to know from the guy, he was a sub-contractor

and he has other works for which he needs to give direction. As advertised by BasementXperts where was the

project manager assigned to this work and manage the time effectively. Now, regarding the wet

bar, I was stating to the contractor that I wish to put a wet bar. He, without checking the paper work approved by

township, not approved by me in writing did the work. This I came to know only when new project

manager came to work in Oct. Same way,

the plumber did not check the approved drawing (Vent Through Roof) and did

outside the house. Township did not

approved. Granted there was a week or

two delay in getting hold of township officer but township officer clearly gave

a note stating the contractor to start other work but company did not as they

want to take this as advantage. Plumber went on one week

vacation, why as a customer I should suffer for his vacation. BasementXperts

should get someone else to do the job.

When the plumber came he took only five minutes to finish the work. I, as customer be blamed

that I choose wrong options which delays 20 days. My question if, on the date of inspection as

a customer I expect the contracting company be available there. If the plumber was there, this could have

solved in an hour as compared to three weeks (15days). I just relayed what inspector told, I am a

customer and not by any means understands construction world. So please stop blaming others, check your

company policy, is the policy is customer should take care of all these

inspections and not the contracting company. So stage 2 little over 40

days, lots of mistakes by BasementXperts led delay and not by customer or township. Third Check #[redacted] - $6,745.80 issued on Oct 6th.

(I don’t understand how they claim I did not paid on time when the check issued

date is Oct 6th which is the due date for payment). Stage 3: Insulation was

not passed because there were first stop of double wall was not made. Again inspection failed but inspector said

that they can do rest of the work. Here

also we as the customer in front of inspector and not the company project

manager or other personnel. This stage I raised issue

of stopping the work via email and go with other contractor due to delay. I

approached township to understand the procedure to change the contractor. After

sending emails about cancelling the deal at this time, the works started gearing

up. Next step of sheetrock, insulation

and sanding went really very fast as a new manager came into the picture. We were very glad that finally things are

going fine. I followed with tons of

emails, calls and text about damage for delay in work. BasementXperts as always don’t respond to

customer till the time you say we want to stop the work. Stage 4: Fourth Check #[redacted] - $6,248.25

issued on Oct 28th. I delayed

because I want to get a confirmation about damage for the delay in work. I asked because the contract states if the

work is delayed more than 60 days, company will pay damage. There were no responses from BasementXperts

for my emails, so I withhold the check.

Owner of the company called me and confirmed that the work will be

completed in a month on Oct 28th, hence I issued the check. Now, Oct 28th,

till to date (Nov 27th), worked done so far is only hung up door,

caulk and one coat of primer in few walls. What I see the pending work and the

working pattern of the company, it will take another two months to finish the

work. Painter, he is also

project manager and also what not, very busy guy shows up, sometime does not

with no communication. We have to wait

at home since he can come anytime. That’s not the project management or customer

service. This Monday (11/23) did not showed

up with no communciation, 11/24 came for two hours, 11/25 and 11/27 did not

showed up as promised with no communication.

Even if I take Oct 28th as the date of payment to start the

work for this stage, so far 18 days only few hours people showed up to

work. Only one carpenter use to come for

two weeks, he will come at 1pm and leave at 3pm, sometime did not even showed

up. No timing at all. Had it been two people

or three working minimum 5-6hrs this stage could be done in a week. Now stage 4 is still going

only for past 18 days. Final:I just don’t understand

how the pluming work is hold for two months.

Is that not company’s responsibility to talk to Township and customer,

get an answer and move on to next step if the project manager is assigned to

work, as claimed in the advertisement by the company. Even

if the option chosen by the customer is delayed (which in now customer

understands it), officer gave in writing to go ahead and perform other work

which company did not do. I don’t understand the

payment issue as well. I gave the checks and their issue date. All payments

paid on time as requested. I never asked for wet bar

in writing or no one from basementxpert told this is the cost. How could even they do without township

approval, where was the project manager. Custom paint, I don’t think

BasmentXpert is going to manufacture paint, its [redacted]’s paint, go and grab from

[redacted], how this could cause delay the work and also when the actual

painting work has not even started yet. I agree it is easier to

blame each other. I am not exaggerating,

from dirt, our builder built a custom house two storied 3300sqft with tons of

changes in seven months including township approvals…all nine yard things. Here I am struggling to finish very simple

basement, with no additional change other than painting one small room in

different color going for past 7 months including the paperwork. Plumbing issue

cannot be attributed to customer when it is companies responsibility. Agreed Company told they

will put additional sheetrock for free but even for that I sent email by

providing free sheetrock doesn’t mean you can delay the work (Email sent on Nov

3rd). With the way they work few hours,

here and there come and work on my basement, company is not doing any

favor. I don’t want this work go to next

year. If so, cancel at this time, refund

the money I will get it done with other contractors. All I need is, can the

company confirm when they will finish the work.

Reason I did not bring to the project manager is because, he himself is

delaying the work what is the point. I

have all email correspondences which can be shared to anyone (thank God I did

through email), hence thought that this is the time to get third party involved

hence raised it to Revdex.com. Also want to have these information in Revdex.com

site so that any new customer knows the pain I went through and make the right

decision. All these information provided

is backed up by gmail, text messages, phone calls made to the company and the project

managers and the [redacted] bank checks.I am new to these kinds of discussion, apologize if I hurt someone on this submission. I am open for discussion, all I care is finish my work on time, so that I can keep my house clean which is messed up now.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I see the response is the same response I got earlier (Copy and Paste) with no new information. BaementXperts has stopped the work and we are in big mess staying in a house with dirt all over. Kids are getting sick. I need to know when the basement will be finished. Again, the company has stopped working on my basement. Guys came on Monday were called back, they took all equipment from the basement. Now, reply is coming back with same old answer with no new message...how do we go from here. I sent email, called them but no reply on what is the next step and now even with Revdex.com message no reply, unless I dont know how to navigate to read new messages. SOMEONE PLEASE HELP!!!!

Regards,

Business

Response:

As per

our contract we have 20 working days to do the layout after permit is approved

and 60 working days after the layout to finish the contracted work, excluding the inspections process (Subject to site

access/availability and obtaining necessary permits). Contractor shall not be

liable for any delay or non-performance caused by an act of God, strikes,

unavailability, of materials, or any other contingency beyond its control. In

the event of a delay or non-performance beyond the Contractor’s control,

Contractor shall provide timely notice to Owner. Contractor shall not be liable

for any delay caused by Owner’s failure to promptly obtain the permits and/or licenses

that are required by law or delay in inspections. As for

the bar sink it was requested by the homeowner to the plumber. Often in this

business you have customers add additional plumbing and electric work to their

contract after the original permit is approved. Another permit is applied for

and submitted to the township. The plumber did the work knowing that a new

permit would be filled for before the finish of the job. As far as getting a

different plumber to come and do the work, this is a licensed contractor and

legally we cannot get another plumber to do his work when the permit is in his

name. As stated in previous reply we are

still within the 60 working days excluding the delays from the inspection and

the delays from the homeowner for non payment.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I disagree with the delay. It was summer time no major weather issue of

anything beyond control that work should stop.

If we take 80 days as liable to finish the work, starting from June it

was 6 months. Ok though its not customer

fault, I will take a month delay due to inspection and payment of five weeks,

still its 5 months which is over 100 working days. This is way beyond the contractual days to be

finished. I never received any

communication about any contingency or issues. I repeat again, I never requested for a wet

bar. I sent email to Kim, project

coordinator that I need to move the wall 5 feet within the finished space. I did not mention any word about WetBar. She confirmed via email, then I changed the

layout and got approved from township, send a revised layout to Kim. None of them states wetbar. Pluming has done by plumber keeping in mind

that I need a wet bar out there and I can use the bathroom pumping and

ejector. Where is the written

confirmation from customer about wet bar installation and pluming is

required. Your person did assuming that I

will need it, without checking the approvals, revised layout or with BasementXperts

office or customer, I cannot pay for your mistakes. Again, why we are discussing this again and

again, I already send email on Nov 20th, remove the pipe which is

done without approvals. All I am asking again and again and I did not get an answer yet, is, why the work has stopped for past two weeks for which I already paid

for. This is illegal that you take my money,

don’t perform work and also don’t refund the money.

I am not getting any answer on these or the work has started yet. If the status remains same even next week and

still work has not started I will be forced to take legal action against the

company. Don’t want that I never

discussed the next step of taking legal action.

Regards,

Business

Response:

We are currently working on the project, We have come to an agreement with Mr. [redacted], As per his email dated 12/22/15 he is happy with the work and the progress. He has a schedule and a completion date.

Review: The contract was signed in October last 2013, permit approved 1st Jan 2014. Work started Jan 28th Jan 2014 (almost a month later). Contract was to finish by 60 days. its way over 60 days. I asked for a schedule with start and finish dates of ALL incomplete task for last 3 weeks repeatedly but no straight answer. Paid 2/3 of the project cost. They are pressuring for more payment before they start work and not provided me the schedule yet and keeps delaying the project.

Their explanation of contract says to make next payment once bathroom work starts. They say that document is obsolete. But that was the document they provided with the contract, so I guess its their responsibility to check and correct before they give that out.

1.They are showing no interest of finishing the job on time just asking for 25% more. And I do not feel comfortable looking at past history of time commitment during the project.

2. I have other commitments to take care of. with Spring break coming up and busy time ahead with my job I cannot extend this engagement beyond April 10th 2014, which I have communicated to them multiple times in writing.Also this project was meant to celebrate a special family function on April 11th. Now I may have to look to rent a outside venue in a week at this last moment, which is causing a lot of stress and taking happiness out of a very happy occasion. Still they did not provide me a schedule to finish job by then and keep putting pressure for more payment.Desired Settlement: 1.Finish job by April 10th after showing me the schedule with start and end date for all tasks.

2.Honor the informational document they provided during signing of the contract.

3. Ask for payments as soon as bathroom work starts

4.Pay penalty if they cannot finish project on extended time requested way beyond 60 days as per contract (10th April 2014).

Business

Response:

Business

Response:

[redacted] Township was not sure in the beginning if a architect would be needed for her basement project. I went back and forth with her building department and they finally decided that they wanted a licensed architect for the project. Once that was determined, I contacted our architect that we use and he went to her house the next day. Plans were drawn up and mailed to her within a week. She submitted her plans and the permits were approved by the township on January 8, 2014. [redacted] stated in her complaint that her permit was approved on January 1, 2014 which is not possible as the building department is closed on holidays, Our contract states 60 working days to complete the job. It also states that 60 working days excludes inspections (some townships will not schedule all inspections in one day as the have a process to follow). The contract also states it excludes any delays caused by act of god. This being the worst winter in history which had several state of emergencies during the scheduled work time.

Our contact payment schedule is as follows-

30% due at layout (1st payment)

30% due when job is framed, electrically roughed and insulated (2nd Payment)

25% due when sheetrock is installed, taped and sanded. Which is before the doors and trim are installed

We made an exception with [redacted] and proceeded to install the doors and trim before receiving the 25% payment.

As of Monday 4/7/14 [redacted] has made her 25% payment and she was given a weekly work schedule as well as a completion date. As of this point we are still on track to complete her job within the 60 working days.

Sincerely,

Review: Contracted with Basement Xperts to finish our basement. [redacted] (owner) seemed on the up and up but would later realize differently. Permits submitted and framing begins. They send a sub-contractor and materials to the house with no guidance or plans. After a few days we see that the framing is all done incorrectly, forcing us to lose 6 inches around the perimeter of the basement. One room in particular -- I asked them to fix. On a Saturday, the framer ([redacted]) comes to my door saying that Basement Xperts hasn't paid him for this job or the last job and he is calling the police to come to MY house to make a report. I contact the foreman, supervisor ([redacted]) and owner ([redacted]) regarding this matter. The foreman ([redacted]) denies the allegations, apologizes and I receive no other calls or explanation.Sheet Rock contractor comes in and it making all these cutout and lips in the ceiling stating the framer screwed up and this is the only way to sheet-rock it. Several phone calls, pictures sent, we even asked for [redacted] the owner to come and look at it directly - no response. Just the supervisor - [redacted] saying let us keep working we will make it right. [redacted] then informs us that "making it right" will cost us extra money. I don't think an error with their Framer should cost me more money to fix it.Bathroom issues brought to their attention - with no resolution as of yet.Desired Settlement: Framing corrected so that I can have a level, straight ceiling (without all the lips/cut outs. No should I have to pay extra for that.Bathroom, issues with shower brought to Basement Xperts attention but no solution received yet. Resolve Bathroom issues.

Business

Response:

We are presently working at Mrs. [redacted] home and all concerns have been resolved-as follows-Perimeter walls-Spacing was misunderstood-all township inspection requirements has been passed in code. In a basement there is a lot of piping and obstruction we revised the sheetrock to accommodate. In regards to the shower-she now wants tile instead of plastic wall, which we are accommodating for her. As of this morning Mrs. [redacted] stated would call the Revdex.com and close the case.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: This company took my desposit and never mailed my layout as stated in the contract. [redacted] stated she was working on it and I never received anything. They have completely ignored my calls and never replied to my email. I have tried to reach them via email several times and left messages. The first problem was the company tried to discuss the design plan over the phone and via email because the person who came out lost the design/paperwork. They also wrote the incorrect square footage on my contract and once I question that they never reach back out. I was told Phil would call and I never received any call back either. This company is unprofessional and a fraud.Desired Settlement: I would like my deposit back, since I never received my layout and at this point dont trust there work.

Business

Response:

Basement Xperts - has not yet been able to deposit [redacted] check for $295.00 for processing permit paper work. As [redacted] made her check out to the wrong company name, when I received the check I informed her and told her that I would try to see if my branch manager would except it, I also told her my branch manager was on vacation. Once my branch informed me they cannot accept I informed her it would be mailed back to her. On [redacted] contract it clearly states the square footage and this she knew because at the estimate she was present when [redacted] (the estimator) measured her basement and they spoke about what floor plan she wanted (which is a room - that would be in the future become a bath - using her own plumber). After asking her to send a simple drawing of the basement , due to the fact the [redacted] the estimator misplaced his, she agreed and sent it over. We sent her back over a couple of samples which she did not agree to. The next step to save time, we sent another estimator from our company named [redacted] went to her home, just to go over the floor plan again, at this time [redacted] stated to [redacted] that she did not want to be charged for the building of that room , that would become the bathroom in time, nor did she want to have the area where the hot water heater and furnace are to be enclosed because it would cost her more money. When she called the office I stated to her that her concerns were addressed already because both rooms were already included on her contract and that by code all furnace and hot water areas in a finished basement need to be enclosed. With this being said our company is at a stand still with her request on moving forward with completion of the first step which is the permit phase. If [redacted] would like the contract null, we are willing to release her from the contract.The check for the permit fee - will be returned to her certified mail.Thank YouThank You[redacted]