Budget Dry Waterproofing, Inc.

Initial timeline of events:• Customer did her homework online and called us at 2:20PM on 1/4/stating she has 2” water in her basement and she knows where it is coming in from We offered her emergency service, she declined and made an appointment for 1/at 9am. • The first text was
sent from our representative at 2PM that day asking the customer is she wanted to proceed with the finance option for the work.• At 2:36pm the customer responded stating that she had our competitor out and will respond when they leave. • Afterwards the salesman texted the customer by mistakeThe customer let him know he was texting the wrong personHe apologized via text.• At 7PM on 1/8, after discussion with the salesperson, the customer decided to move forwardHe emailed her a contract and texted instructions for the deposit. • At 8pm the customer responded that she wanted to take the basement windows out of the proposal and use another window guy for thoseminutes later our rep let her know “that’s cool if you want to go with him.” • At this time the customer and our employee exchange texts about the deaths of family members and how difficult life can be at timesA few minutes later the customer reminds our employee to resend the contracts without the windows and thanks him in advance The customer also wants to secure the financing before signing any contracts.• The next day, our rep is down the road from the customer and texts her to see if she wants to wrap things up in personShe is at the beach that dayThey set an appointment for the following week on 1/to meet in the morning. • At 8:39Pm on 1/11, the customer texts Jeff to reschedule from 9am to the afternoon insteadOn 1/they set a new time to meet at 1/The customer asks for some clarifications on the financing through ***, which our employee answers and they confirm their 9am time.• On 1/13, the customer texts Jeff to reschedule the time againThis time they settle on 1:30pmOn January 14th, the customer arrives at 2pmShe does not qualify for the financing program she wanted and instead chooses to go to her own bank for fundingShe signs the contract in person this dateShe also asks our employee to return the following Monday, 1/18, to pick up the deposit.• On 1/18, our employee attempts to confirm their appointmentEventually the customer tells Jeff where she will leave the check in her flower planter She also wants to do the demolition work herself and says she will get a date from her guys so we can give her a firm contract start and end date.• On 1/our employee picks up the check from the flower planter. • We work with customer to coordinate the waterproofing around when she can get the demolition done, picking days that work for herWe are scheduled to remove the bottom stair treads on Friday 2/and do the waterproofing Monday 2/through Wednesday 2/We also are scheduled to return to reinstall the stair treads when the work is complete. The customer was very insistent on getting the first possible installation dateShe coordinated a date with our office to install the waterproofing starting on Friday, 2/with the main work being performed Monday through Wednesday of the following weekOn Tuesday 2/2, the customer postponed as she “had to wait for the *** to complete their work.” This is the first time we learned of the ***’s involvementThe customer wanted to know if we could do the work the same time as them and we advised it’s better that one company work in a space at a time. We spoke with the *** on 2/at the customer’s request because she was confused with the scope of work and could not verbalize what they were doingThe *** is installing a pumping station for the customer’s downspouts, which are tied into the sewage systemThey are not doing basement waterproofing work. We emailed the customer to let her know about our conversation with the *** on 2/The customer responded that day and wanted to talk about modifying the scope of workThere were several emails that followed, all of which are attachedThe customer felt the work was unnecessary and we responded “There has never been any pressure to upsell or add any unneeded servicesOur process and my communication is to educate and advise the customerThe customer always has the right to dictate the processWe just try to advise the advantages and disadvantages[We] will design the system to accommodate your instructionsIf we we [sic] believe there is information you need to consider we will provide [it] but the final decision is yoursWhen you are ready we will return and revise the system to meet your requirements.”The customer than disappeared for some time and did not return calls or emailsJeff FINALLY got a hold of her and made an appointment for 3/that the customer rescheduled and pushed back a weekWe called to confirm the 3/appointment numerous times and sent emails that went unansweredOut of respect of our employee’s time, we cancelled the appointment on our end because she would not answer us and had cancelled the previous week at the last minuteJeff sent the customer a messages out of courtesy that he would not be able to make it that day because his mom passed away in a car accident in OhioWe, as a company, were more than willing to meet with the customer but she would not return a call On 3/Brianna, the office manager, finally got a hold of the customer who only wanted to speak to MarcShe said she would not rescheduleIt was at this time she wanted her money back and to cancel the contract because she felt the work that the *** did was enough to rectify her problemWe explained the cancellation policyShe asked for our attorney’s informationWe instructed her to have her attorney reach out to usWe did not hang up on the customer We would still be willing to modify the contract provided the customer understand that any change to the scope of the work will affect what we can warrantyWe also would be glad to meet with the customer if she can commit to a date and timeBecause of her history of rescheduling at the last minute, we need to confirm the appointments beforehand and she MUST respond to our calls or emails. As for the customer’s complaints in this case:1) Budget Dry does not employ high pressure sales tacticsWe do sellWe follow up on our estimatesWe do not offer one time discounts or demand customers to sign.2) The customer wanted to do this work to the point she went to her own bank to get funding and hid a check in the flower pot for us to grab at a later date3) The customer admitted in her own text messages that she had competitive quotesShe even texted while meeting with a competitor.4) We learned of the *** only when it came to schedulingWe communicated with the *** and got to the bottom of what work was being done as the customer was confused. 5) We 100% offered to modify the contract to do what the customer wantedIt is in writing on 2/12.6) We did not stand up the customer or blow off appointmentsIn fact, it was the other way aroundAs shown by the customer’s own text messages, she is notorious for changing times and dates at the last minute7) Budget Dry followed up with the customer as much as was humanly possibleWe cannot make her answer the phone or reply to an email but we did everything short of dropping by unannounced to try and communicate. 8) We did not hang up on the customerWe instructed her attorney to contact us directly9) We only stated the refund policy that is on the contract the customer signed10) The liquidated damages clause is only because Budget Dry lost those days of work when the customer had to postpone due to the issue with the *** that she did not disclose and the time and energy Budget Dry has invested in trying to communicate with the customer.11) Lastly, with regards to the ***, the representative we spoke with made no claims that the work we sold in the basement is unnecessary nor are they basement waterproofersI highly doubt anyone at the *** will, in an official capacity as an *** employee, make statements about basement drainage, however, I would love the name of this individual and his or her title so we can speak to them and the ***’s compliance departmentThe work that was done related to a back flow value (check valve on the line to the sewer) and removing the roof drains from the city’s gray water and sewer system, not basement waterproofing. I believe the Revdex.com will find that Budget Dry has made more than reasonable accommodations for this customer and that our written commination with the customer will put most of these claims to bedWe are willing to modify the proposal within reason but we are not cancelling the contract and giving the customer a 100% refund

Complaint ID***
Budget Dry Waterproofing Response
January 22, To whom it may concern,
The issue here arose when the customer was not home for a scheduled and confirmed appointment to remove the stairs
and some sheetrockThe service technician as well as the office staff tried all the numbers and emails for the customerThe customer did respond after hours to say he was home the entire time and he was mad at us for not showingWhen we told the customer that we were there and waited for minutes, his story then changed from he was home and no one showed, to he was sleeping, to he had to take his son to the hospital due to a feverIt was at this time the husband became verbally abusive with our staff and *** ended the call, as she has the right to do when someone hurls vulgar insults at an innocent womanAs for releasing any personal information, the work crew was given a sheet with the customer’s name, address and phone number for the purpose of completing the workWe’re sorry the crew foreman left his clipboard overnight at the customer’s houseNo sensitive information was released nor was it ever in any danger of being misusedBudget Dry NEVER collects information such as social security numbers, income, or any demographic informationCredit cards are stored in compliance with all laws and regulations and checks are disposed of according to all business standardsOur customer list is very valuable to us and is never shared with any partners or vendorsAs for the claim of being difficult to reach, our phones are answered hours a day by live men and women who all speak fluent English and a few other languagesWe also try to make it easy by fully embracing the use of email, text messages and faxes to communicate with our customersWe make every effort to be available to any customer at any timeThis particular customer would communicate mostly via text message and would not answer the phone (and when he did, he cursed and called individuals names)As for the claim we owe the customer a dehumidifier, attached is the signed contract by the customerAs you can clearly see, every product and service is line itemized like your grocery story receiptWe clearly spell out what we are going to do and how much each service isThere are no verbal promisesEverything is done in writing at the customer’s home on an***This particular customer received a written quote that did not include a dehumidifier and then called us back out to his house where we
gave another written quote (also without a dehumidifier) which the customer agreed to and we produced a contract, which the customer signedThe customer received copies of the contract and all items in the contract we delivered by Budget DryThe customer then inquired about a dehumidifier, we offered to sell the item at a reduced price but the customer wanted it for free or he would file a complaintIn the end, companies should stay away from this customer as he repeatedly tried to blackmail us with “you need to do ______ or I’m going to file a complaint!” That’s not how we do businessWe have won consecutive ***’s *** Super Service Awards, Basement Health STAR awards and have an excellent rating with the Revdex.comUnfortunately some customers try to use reviews as leverageWe have a legally binding contract with the customer which we fulfilled and we will work hard to make every customer satisfied but we do not fold to threats and blackmailIt is unfortunate the customer took this approach but we are quite satisfied by our efforts and attitudes in this situationNone of my employees deserve to be subjected to the verbal abuse and threats that this customer spewed on the phone and via text messageSincerely,
*** ** *** *** ***
***

Complaint: ***
I am rejecting this response because:Hi ***I sent all of this documentation to my attorney for next steps The *** representative will provide a written statement on my behalf, as well as acknowledge that he never spoke to a representative from Budget Dry personally, and I never authorized Mark to call them or discuss their work In regards to buyers remorse, I would classify it as buyers misplaced trust in a dishonest company and owner They can spin their story any way they choose At the end of the day, it is not the right way to do business or treat customers, and they continue to prove that in their responses.I appreciate your time and information
Sincerely,
*** ***

Plain and simple, our contract (which was in writing, presented in writing with accompanying pictures and was signed by the customer) states that we will dig down 12"-15." This is all When we arrived on the scheduled day, the customer told us we have to dig down to the bottom of the footer or
we cannot do the work We had guys in a truck, loaded with material on site at this point when the customer wished to alter the contract The wording is very straightforward" [Budget Dry will] install 4" perforated pipe embedded in 3/4" trap rock approx 12-15" below groundCover with top soil or leave stone exposedPrice per foot." I don't understand how we can word this to make it any clearer No where in this description does is say to excavate to the footer, prep wall surface, repair crack, apply membranes, install drainage boards, and replace curtain drain like the customer asked us to do on the day of the jobA copy of the full contract is included as well as the the customer's signature on an invoice clearly detailing work to be performed.Following the customer refusing to let us honor the contract, he insisted that *** ***, our service manager, visit him along with the salesman, *** ***We had appointments scheduled for this meeting Both times, most recently being on Friday 5/8, the customer called the day of the appointment to postponeWe made the effort to visit with him but he refuses to keep his appointments or reschedule in a timely manner and responds by filing this complaint.In regards to our presentation, we showed pictures of the work in progress and completed as well as giving a full description with the different offerings All of our quotes and invoices are in writing with specific descriptions associated with the workNo work is EVER verbally quotedAs for proof that the quote was in writing, please see the attached document, Quote ***As for why *** daughter drove him, *** had a condition at the time which precluded him from driving*** found a way to work around his condition and honor his appointmentsI think *** should be commended and not disparaged. In a phone conversation with the complainant, he admitted, "well maybe I didn't read it clearly but that doesn't matter." Of course that matters! Budget Dry is under no obligation to perform work that is not in the contract nor are we to charge for work that isn't included in the contractAlso, the complainant stated that he is a purchasing manager and that our bid was 1/the price of other estimates (which he contradicts in his statement here)I tried to explain that if there's that much of a difference in price than there's probably a difference in products or the process He responded with "I don't care what the contract says, I want it done this way." "this way" is always an option, but not at the price quoted as the scope of work changes. As for refunding the customer's deposit, besides the bold type wording in the quote and contract of "Customer understands that all deposits paid are non-refundable after expiration of three day right of rescission," we incurred some costs associated with the customer not allowing the work to proceed. 1) We sent men to his home and backThey had to wait at his home until the appointment, which the customer later blew off, to set a follow up visit was made They lost hours eachwe bill our labor at $per man hour, of $is lost labor productivity.2) we had the truck loaded with stone from the quarry as well as all the materials purchased and loadedWe spent man hours getting ready for the job the previous day.3) We lost the revenue these employees would have generatedUp through Friday 5/8, we were willing to work with the customer on an amicable solutionThat day however, he cancelled his second appointment on short notice and apparently filed this complaint As such, we have to believe the customer was acting on bad faith to work towards a solutionBefore, I was willing to meet the customer in the middle but since I cannot see a logical reason as to the difference in expectations from the contract to the customer's demands, I feel Budget Dry should keep the deposit entirely as our only fault is to honor the specific wording of the contract Again, the contract says 12-inches and the customer thinks that means 6-feet If he wanted it 24" down, we could have made dueThis request to go times further down, bringing in trenching safety equipment for the workers (as any excavation over feet requires safety measures like shoring) and times the material for the same price is outrageous.Sincerely,*** * *** *** ***

Plain and simple, our contract (which was in writing, presented in writing with accompanying pictures and was signed by the customer) states that we will dig down 12"-15." This is all When we arrived on the scheduled day, the customer told us we have to dig down to the bottom of the footer or
we cannot do the work We had guys in a truck, loaded with material on site at this point when the customer wished to alter the contract The wording is very straightforward" [Budget Dry will] install 4" perforated pipe embedded in 3/4" trap rock approx 12-15" below groundCover with top soil or leave stone exposedPrice per foot." I don't understand how we can word this to make it any clearer No where in this description does is say to excavate to the footer, prep wall surface, repair crack, apply membranes, install drainage boards, and replace curtain drain like the customer asked us to do on the day of the jobA copy of the full contract is included as well as the the customer's signature on an invoice clearly detailing work to be performedFollowing the customer refusing to let us honor the contract, he insisted that *** ***, our service manager, visit him along with the salesman, *** ***We had appointments scheduled for this meeting Both times, most recently being on Friday 5/8, the customer called the day of the appointment to postponeWe made the effort to visit with him but he refuses to keep his appointments or reschedule in a timely manner and responds by filing this complaintIn regards to our presentation, we showed pictures of the work in progress and completed as well as giving a full description with the different offerings All of our quotes and invoices are in writing with specific descriptions associated with the workNo work is EVER verbally quotedAs for proof that the quote was in writing, please see the attached document, Quote ***As for why *** daughter drove him, *** had a condition at the time which precluded him from driving*** found a way to work around his condition and honor his appointmentsI think *** should be commended and not disparaged.
In a phone conversation with the complainant, he admitted, "well maybe I didn't read it clearly but that doesn't matter." Of course that matters! Budget Dry is under no obligation to perform work that is not in the contract nor are we to charge for work that isn't included in the contractAlso, the complainant stated that he is a purchasing manager and that our bid was 1/the price of other estimates (which he contradicts in his statement here)I tried to explain that if there's that much of a difference in price than there's probably a difference in products or the process He responded with "I don't care what the contract says, I want it done this way." "this way" is always an option, but not at the price quoted as the scope of work changes.
As for refunding the customer's deposit, besides the bold type wording in the quote and contract of "Customer understands that all deposits paid are non-refundable after expiration of three day right of rescission," we incurred some costs associated with the customer not allowing the work to proceed.
1) We sent men to his home and backThey had to wait at his home until the appointment, which the customer later blew off, to set a follow up visit was made They lost hours eachwe bill our labor at $per man hour, of $is lost labor productivity2) we had the truck loaded with stone from the quarry as well as all the materials purchased and loadedWe spent man hours getting ready for the job the previous day3) We lost the revenue these employees would have generated
Up through Friday 5/8, we were willing to work with the customer on an amicable solutionThat day however, he cancelled his second appointment on short notice and apparently filed this complaint As such, we have to believe the customer was acting on bad faith to work towards a solutionBefore, I was willing to meet the customer in the middle but since I cannot see a logical reason as to the difference in expectations from the contract to the customer's demands, I feel Budget Dry should keep the deposit entirely as our only fault is to honor the specific wording of the contract Again, the contract says 12-inches and the customer thinks that means 6-feet If he wanted it 24" down, we could have made dueThis request to go times further down, bringing in trenching safety equipment for the workers (as any excavation over feet requires safety measures like shoring) and times the material for the same price is outrageousSincerely,
*** * *** *** ***

Complaint: ***
I am rejecting this response because: No resolution was proposed, nor has any counter proposal ever been made
Sincerely,
*** ***

Complaint: 12714569
I am rejecting this response because:We would accept a charge of $165 - which is their call out fee. Since they did zero work, they have no right to charge $75 per hour. To be clear, no door was slammed in their face - Marc swore at my husband, told him we were not worthy of being a BudgetDry customer and refused to enter the house. Under the circumstances, we accept only the call out fee and nothing else. Also to be clear, the call-out was not done on an emergency basis as Marc was already scheduled to come. We did not demand that he come now - in contrast my husband was called and OFFERED an earlier time slot so of course we accepted that! Therefore we understood that the day's call remained the scheduled call out. Additionally, they did not inform us at the time of rescheduling the visit from Marc that the revised time would be considered an emergency call out. Therefore they have no right to charge an emergency call out fee of $250.In the matter of the remaining work, we will accept that no work will be done by them - as Marc very rudely informed us on 3/2 - and accept that they do need to refund the deposit paid. This was in the amount of $110 per the invoice.Since they have charged us to date a total of $110 +$250, therefore we would accept a total refund of $110 + $85 = $195
Sincerely,
Deepa Rajagopalan

Complaint: [redacted]
I am rejecting this response because:The response has misleading and false statements regarding the communications.  I would never have this company in my home to do any work based on the continued discontent with their business practices.  Furthermore, it does not document the conversations between the sales person and my self regarding [redacted] in our initial meetings.  As previously stated, it wasn't until after [redacted] came to my home that I realized I was being sold unneeded services.  The competitor,[redacted] agreed and sad the scope of work was "overkill" even prior to getting work done by [redacted].I have since contacted 2 customer advocacy groups and [redacted] news to advise other consumers of this business.  I feel strongly that they should revise their mission statement, as it clearly is for marketing purposes only. I will move forward with retaining legal services and pursing the media and advocacy organizations.
Sincerely,
[redacted]

Under no circumstances will we pay for additional work done by others (especially when the amount is in excess of what we've been paid by the customer) when the customer was recommended work that would have corrected the issue and refused to do it with us on several occasions.Carter understood about the cancelation fee for the emergency service call. We have phone records of the two conversations, one for 4 min 30 sec and the other for 5 minutes. Per the back of the contract, all service calls are charged at a minimum of $165 plus $75 per hour, so the $250 is a discount compared to what we have the right to assess.  We advised Carter that there is a $250 emergency service call fee on 3/2 as well as in the past when he has demanded service NOW.  And while the appointment with Marc was scheduled (and moved up per the customer's request) that day, we also sent a technician who was pulling up around the corner when the door was slammed in our face. He made the trip solely for the customer. We will agree to cancel the remaining work that is scheduled for April and refund the deposit, but that is the only adjustment to our stance we can make. We have already exerted effort in the credit card disputes the customer filed for these payments, where so far we've been vindicated.

Complaint: [redacted]
I am rejecting this response because:
The response has misleading and false statements regarding the communications.  I would never have this company in my home to do any work based on the continued discontent with their business practices.  Furthermore, it does not document the conversations between the sales person and my self regarding [redacted] in our initial meetings.  As previously stated, it wasn't until after [redacted] came to my home that I realized I was being sold unneeded services.  The competitor,[redacted] agreed and sad the scope of work was "overkill" even prior to getting work done by [redacted].
I have since contacted 2 customer advocacy groups and [redacted] news to advise other consumers of this business.  I feel strongly that they should revise their mission statement, as it clearly is for marketing purposes only. I will move forward with retaining legal services and pursing the media and advocacy organizations.
Sincerely,
[redacted]

The customer contacted us at 8 am to advise us that the newly installed [redacted] doors were leaking.  Budget Dry agreed to have someone go out and inspect the installation within a few hours.  Before we reached the highway the customer filed a complaint.  We sent a technician out the...

next day and replaced a factory defective door and secured the flashing which may have caused the problem.  We contacted the customer and advised them of the repair made.  The customer seemed satisfied.

Sadly this is a simple case of buyers remorse. As you can see in our copies of the emails provided, we have been more than willing to modify the proposal. The customer however is looking to cancel the proposal. In all previous communications, modification was discussed and agreed to. We gladly would speak with any new media outlet of agency. I think the customer's own words here from her own text messages and emails tell a different story than what she is now arguing. If the customer has any correspondence regarding when she brought up [redacted] and her discussions with the salesperson, we would be more than happy to review it. We are still waiting on the name of the individual at the [redacted] that will testify that we are selling unneeded services.

In this complaint, the customer alleges that we installed undersized equipment, that we disregarded her concerns, provided substandard service and instructed them to go elsewhere to fix their problem. This is outrageous and borderline slanderous. The evidence will show that we provided, in most...

cases, same day service (including on weekends), increased the size of the customer’s pump and recommended to the customer options that they declined, leading to their own dissatisfaction.Our entire response, along with all the supporting documentation is attached.  We are amazed that a customer who has 12 conversations with a business on a Sunday would say we are unresponsive. We tried to work with the customer however their indecisiveness was their own worst enemy here. After reading our response, you will see, we made many efforts to help the customer but stopped providing free weekend service calls, which angered the customer. The customer was aware of what they needed to do to correct their problem and refused to do so.

Do I get a prize for repudiating every one of the customer’s
statements with hard facts?  We have the vehicle
travel logs, we have the emailed quote, and we have the emailed contract and
the customer’s email attaching the signed contract. We also have proof of an
outgoing phone call to confirm one the appointments that the customer
cancelled.
Attached is the vehicle travel report for the day of 4/28. Total
time spend loading, driving, waiting, driving and then unloading was 5 hours 47
minutes and 53 seconds, traveling 107 miles. The workers are entitled by state
law to a 15 minutes paid break so my 6 hour statement in my response is
slightly understating our claim.  Those
men are entitled to their pay and have been paid. If I need to produce the time
cards for the individuals, I can do that as well.
I’ve also included all the outgoing call log showing one of
the confirmation calls that was made on 5/1 at 10:30am.  The length of the call is the average length
of voicemails left by our office in confirming appointments.
The customer WAS shown sample pictures of the same type of
work. They are on the same ipad that generated the quote which the customer
then asked to turn into an invoice later in the day and then signed and
returned. A record of the email logs is attached.  As you can see, we emailed a quote, then an
invoice after the customer called to go ahead with the work, then documents on
how to sign the invoice using a desktop computer and you can last see the
customer’s sending of a signed contract back to the office.  I previously attached the quote, invoice and
signed invoice on my initial response.
I’d also like to address the irony in the customer is
quoting our contract, the same document that earlier he argues “I don’t care
what the hell that says, I want it this way.” The same contract that also
states in bold face type, “Customer
understands that all deposits paid are non-refundable after expiration of three
day right of rescission.” This is the same contract the customer claims he
didn’t read before signing, which was done on his own after the in-home
salesman left his house.
The issue boils down to the fact Budget Dry sold some work
to the customer and the customer wanted different type of work done.  This is like buying a roof and then telling
the roofer, “I want you to add a dormer while you’re here, but I’m not going to
pay you any more to do it and if you won’t do it, you’re not doing any work for
me.”  The customer told us we could do it
his way or we weren’t going to work, regardless of what the contract specified.
We did not show the customer pictures of his own property,
nor would we show pictures of his own property. It is the customer’s property
and he knows it better than us.  We did
send [redacted] out to take pictures of the work area as we wanted those for
scheduling purposes.  They had nothing to
do with the sales process and in fact were taken well after the contract was executed.  There were delays in scheduling but the
ground was frozen for some time after this harsh winter and all exterior work
got a later start than the seasonal norm as a result.  As per the down payment, Budget Dry requires
a minimum of 30% down. There is no maximum percentage allowed.  We process credit cards when they are
received (typically when a customer calls with a credit card, they intend on
signing a contract).
The splitting of the difference was the internal discussion
regarding the customer. The more work he creates for the company, the less and
less likely that becomes.  It was not
physically communicated because the customer canceled his appointments. It is
very difficult to negotiate with someone that doesn’t want to meet.
As it stands now, Budget Dry is in the right. The customer
wanted to ignore the contract and get extra work for the same price.  The work was spelled out VERY clearly in
simple, layman’s terms. The customer received a quote in writing. The customer
asked for and received an invoice in writing. The customer signed the invoice
and sent it in to the business. The customer confirmed his installation
appointment without alerting us to his desired change in the specs. We spent 18
man hours on work the customer would not let us perform as well as fuel costs
and lost income. We made every effort to meet with the customer. We were willing
to work with the customer. There is no incentive for us to waver in our
position here. The customer breached the contract by ignoring the written
language of the contract and insisting we do additional work at no charge “or
we don’t work.”
That said, here’s my final offer. Budget Dry bills labor
rates at $75 per man hour as per the contract. The 6 hours lost by 3 workers
equals a standard labor charge of $1350. 
By those calculations, the customer owes an additional $250.  What I am willing to do, and this is a onetime
offer, is to waive the $250 the customer owes and credit him back an additional
$200, which is the difference of changing the labor rate from $75/man hour to
$50/man hour – for a total labor charge of $900.  The customer has already paid $1100, so that
would leave a $200 credit. I’ll ignore the fuel costs, the mileage costs on the
vehicle and the lost revenue for the day for the 3 employees. I will issue this
refund with a full release of Budget Dry from the customer.
We cannot be held responsible for the claims of a customer
that he “did not read the contract” and for when a customer changes his mind
between the execution of the agreement and the scheduled work.

Complaint ID[redacted]Budget Dry Waterproofing ResponseJanuary 22, 2015To whom it may concern,The issue here arose when the customer was not home for a scheduled and confirmed appointment to remove the stairs and some sheetrock. The service technician as well as the office staff tried all the numbers...

and emails for the customer. The customer did respond after 3 hours to say he was home the entire time and he was mad at us for not showing. When we told the customer that we were there and waited for 120 minutes, his story then changed from he was home and no one showed, to he was sleeping, to he had to take his son to the hospital due to a fever. It was at this time the husband became verbally abusive with our staff and [redacted] ended the call, as she has the right to do when someone hurls vulgar insults at an innocent woman.As for releasing any personal information, the work crew was given a sheet with the customer’s name, address and phone number for the purpose of completing the work. We’re sorry the crew foreman left his clipboard overnight at the customer’s house. No sensitive information was released nor was it ever in any danger of being misused. Budget Dry NEVER collects information such as social security numbers, income, or any demographic information. Credit cards are stored in compliance with all laws and regulations and checks are disposed of according to all business standards. Our customer list is very valuable to us and is never shared with any partners or vendors. As for the claim of being difficult to reach, our phones are answered 24 hours a day by live men and women who all speak fluent English and a few other languages. We also try to make it easy by fully embracing the use of email, text messages and faxes to communicate with our customers. We make every effort to be available to any customer at any time. This particular customer would communicate mostly via text message and would not answer the phone (and when he did, he cursed and called individuals names).As for the claim we owe the customer a dehumidifier, attached is the signed contract by the customer. As you can clearly see, every product and service is line itemized like your grocery story receipt. We clearly spell out what we are going to do and how much each service is. There are no verbal promises. Everything is done in writing at the customer’s home on an[redacted]. This particular customer received a written quote that did not include a dehumidifier and then called us back out to his house where wegave another written quote (also without a dehumidifier) which the customer agreed to and we produced a contract, which the customer signed. The customer received copies of the contract and all items in the contract we delivered by Budget Dry. The customer then inquired about a dehumidifier, we offered to sell the item at a reduced price but the customer wanted it for free or he would file a complaint.In the end, companies should stay away from this customer as he repeatedly tried to blackmail us with “you need to do ______ or I’m going to file a complaint!” That’s not how we do business. We have won 4 consecutive [redacted]’s [redacted] Super Service Awards, 6 Basement Health STAR awards and have an excellent rating with the Revdex.com. Unfortunately some customers try to use reviews as leverage. We have a legally binding contract with the customer which we fulfilled and we will work hard to make every customer satisfied but we do not fold to threats and blackmail. It is unfortunate the customer took this approach but we are quite satisfied by our efforts and attitudes in this situation. None of my employees deserve to be subjected to the verbal abuse and threats that this customer spewed on the phone and via text message.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hi [redacted]
I sent all of this documentation to my attorney for next steps.  The [redacted] representative will provide a written statement on my behalf, as well as acknowledge that he never spoke to a representative from Budget Dry personally, and I never authorized Mark to call them or discuss their work.  In regards to buyers remorse, I would classify it as buyers misplaced trust in a dishonest company and owner.  They can spin their story any way they choose.  At the end of the day, it is not the right way to do business or treat customers, and they continue to prove that in their responses.
I appreciate your time and information.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
After reviewing Budget Dry's statements, there appears to be
some misrepresentation, which raise further questions, that I would like to
address.
1) In both statements they assert that two appointments were
made which I cancelled on short notice. I agree that two appointments were in
fact made. During our initial phone conversation, [redacted] set the first
appointment for 6:00 PM on 5/4. As I originally stated, I spoke to [redacted]
on the morning of 5/4. During that conversation [redacted] informed me that he and
[redacted] would not be out there that evening. How this can be construed that I cancelled
the appointment I do not understand.  In
fact [redacted] stated that he had an appointment somewhere in the southern part of
the state. I do not recall exactly what town he specified, but this should be easy
enough to substantiate by reviewing [redacted] appointment schedule for that day. [redacted]
served as the intermediary canceling the 5/4 appointment.
As previously stated [redacted] told me that he and [redacted] would be
at my home at 12:00 PM on Fri 5/8, which I told him was unacceptable do to my
having another appointment. I specified 9:00 
AM for that day. In my original statement I noted that I received an
e-mail from [redacted] at 6:01 PM on 5/4 stating that "[redacted] indicated you could
make noon on Friday. Will 3 PM work" A copy of this e-mail and the
subsequent e-mails will be faxed to the Revdex.com to substantiate this
statement.
The e-mail thread will also show that I e-mailed [redacted] that
same evening with a concern about the information that [redacted] had relayed and
mentioned the 9:00 AM time that I had specified. The thread will also show that
on 5/5 [redacted] requested a 3 PM meeting time. I spoke to [redacted] on that day and
expressed concern that [redacted] was not representing all of the information
accurately and that I might be late for that time due to my appointment in [redacted]. He proposed meeting at Budget Dry's  office, to which I responded that I felt it
was important for him to see the physical location. We agreed to meet at 3:30
on the afternoon of 5/8.
The e-mail thread will further show that I wrote to [redacted] at
1:07 PM on 5/7 to cancel our 3:30 appointment the following day. Again, I do
not see how this can be construed as canceling at the last minute as stated by
[redacted].
[redacted] also asserts in his second statement that calls were
made to confirm the appointments. This is a complete misrepresentation. My cell
phone shows no missed calls from Budget Dry that would support this statement.
I would like to see phone logs that support the claim.
2) [redacted] states that pictures of the work in progress were shown
to me at the time of my initial meeting with [redacted]. No pictures of my property
were ever shown to me during this presentation. If this were true, why did [redacted]
have to return to my house the following week to take pictures? The date/time
stamps on the pictures should clear up this point. I would like to see the
date/time steps that support his claim. Pictures were not taken until the week
of 3/31, which would appear to be contradictory to what [redacted] holds out as
being company policy. In fact, [redacted] informed me that work could not be
scheduled until pictures were taken.
3) [redacted] also states that no work is EVER verbally quoted.
As I have stated, [redacted] and I sat at my dining room table while he showed his PowerPoint
slideshow and prepared his spreadsheet. [redacted] had no printer with him to prepare
a hard copy. Again, I would like to see the date/time stamps of his working
file and any supposed printouts. Without hard copy, how can this be anything
but a verbal quotation? As previously quoted, [redacted] quoted me a price of $1900. As
previously stated, had [redacted] taken the time to elaborate and review the entire layout
plan and quote, I feel that the necessary red flags would have been set off.  I spoke to him a couple hours later and he
notified me that he had to add 5 linear feet and make a price change to $2150.
Again, how can this be anything but a verbal quote? I would like to see
documentation of any revised quote provided prior to the invoice.
During my conversation with [redacted], he told me that a 50%
deposit was required, and I provided him a credit card. This percentage is
direct conflict with Budget Dry's Terms and Condition that specify a 30% deposit.
Admittedly, I did not feel that this was an exorbitant percentage, since I have
dealt with other contractors that use this percentage, but find it interesting
that [redacted] has chosen not to address this violation of the company written
policy. I also find it interesting that Budget Dry accepted partial payment
without a signed agreement. Payment was made on 3/27, and [redacted] contacted me
about a signed copy on 3/31. A copy of the e-mail will be forwarded to RevDex.com as supporting documentation. This would seem contrary to their
statement that nothing is ever done verbally as well as other business
practices.
4) [redacted] goes on to state that the work crew had to wait at
my home and that they lost 6 hours each. I would like to see any supporting
documentation of this claim. This is a total misrepresentation. [redacted] had
told me that the crew would show up on 4/28 between 10:00 and 10:30 depending
on traffic. As I previously stated the crew was at my home at approximately
10:15. The lead worker ([redacted]?) called into the office and the only waiting
time the crew incurred was while I spoke with [redacted] utilizing the workers phone.
5) [redacted] also states that they were "willing to work
with the customer and was willing to split the difference". This is the
first time I have ever heard this proposal. No such offer was ever expressed
previously. Once again, I would like to see any documentation to support this
statement. Had such an offer been proffered, I might have been inclined to
accept in order to resolve this dispute in an amicable manner.
6) [redacted] takes offense with my filing of a complaint with
the Revdex.com. At no time have I ever had the feeling that Budget
Dry was willing to bring this to peaceful closure. The last paragraph of Budget
Dry's Terms specify that "Parties agree to submit any and all disputes to
the Revdex.com Arbitration Bureau". All I have done is avail myself to the clause
which they laid out.
As I have previously said, I believe this issue boils down
to major miscommunication. I, for one, am still amenable to peaceful resolution
but have neither heard nor seen any such posture from Budget Dry.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I am willing to accept this proposal, however I require the same release and hold harmless from Budget Dry prior to my signing anything.
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I am willing to accept this proposal, however I require the same release and hold harmless from Budget Dry prior to my signing anything. [redacted]

Complaint: [redacted]
I am rejecting this response because:
After reviewing Budget Dry's statements, there appears to be
some misrepresentation, which raise further questions, that I would like to
address.
1) In both statements they assert that two appointments were
made which I cancelled on short notice. I agree that two appointments were in
fact made. During our initial phone conversation, [redacted] set the first
appointment for 6:00 PM on 5/4. As I originally stated, I spoke to [redacted]
on the morning of 5/4. During that conversation [redacted] informed me that he and
[redacted] would not be out there that evening. How this can be construed that I cancelled
the appointment I do not understand.  In
fact [redacted] stated that he had an appointment somewhere in the southern part of
the state. I do not recall exactly what town he specified, but this should be easy
enough to substantiate by reviewing [redacted] appointment schedule for that day. [redacted]
served as the intermediary canceling the 5/4 appointment.
As previously stated [redacted] told me that he and [redacted] would be
at my home at 12:00 PM on Fri 5/8, which I told him was unacceptable do to my
having another appointment. I specified 9:00 
AM for that day. In my original statement I noted that I received an
e-mail from [redacted] at 6:01 PM on 5/4 stating that "[redacted] indicated you could
make noon on Friday. Will 3 PM work" A copy of this e-mail and the
subsequent e-mails will be faxed to the Revdex.com to substantiate this
statement.
The e-mail thread will also show that I e-mailed [redacted] that
same evening with a concern about the information that [redacted] had relayed and
mentioned the 9:00 AM time that I had specified. The thread will also show that
on 5/5 [redacted] requested a 3 PM meeting time. I spoke to [redacted] on that day and
expressed concern that [redacted] was not representing all of the information
accurately and that I might be late for that time due to my appointment in [redacted]. He proposed meeting at Budget Dry's  office, to which I responded that I felt it
was important for him to see the physical location. We agreed to meet at 3:30
on the afternoon of 5/8.
The e-mail thread will further show that I wrote to [redacted] at
1:07 PM on 5/7 to cancel our 3:30 appointment the following day. Again, I do
not see how this can be construed as canceling at the last minute as stated by
[redacted].
[redacted] also asserts in his second statement that calls were
made to confirm the appointments. This is a complete misrepresentation. My cell
phone shows no missed calls from Budget Dry that would support this statement.
I would like to see phone logs that support the claim.
2) [redacted] states that pictures of the work in progress were shown
to me at the time of my initial meeting with [redacted]. No pictures of my property
were ever shown to me during this presentation. If this were true, why did [redacted]
have to return to my house the following week to take pictures? The date/time
stamps on the pictures should clear up this point. I would like to see the
date/time steps that support his claim. Pictures were not taken until the week
of 3/31, which would appear to be contradictory to what [redacted] holds out as
being company policy. In fact, [redacted] informed me that work could not be
scheduled until pictures were taken.
3) [redacted] also states that no work is EVER verbally quoted.
As I have stated, [redacted] and I sat at my dining room table while he showed his PowerPoint
slideshow and prepared his spreadsheet. [redacted] had no printer with him to prepare
a hard copy. Again, I would like to see the date/time stamps of his working
file and any supposed printouts. Without hard copy, how can this be anything
but a verbal quotation? As previously quoted, [redacted] quoted me a price of $1900. As
previously stated, had [redacted] taken the time to elaborate and review the entire layout
plan and quote, I feel that the necessary red flags would have been set off.  I spoke to him a couple hours later and he
notified me that he had to add 5 linear feet and make a price change to $2150.
Again, how can this be anything but a verbal quote? I would like to see
documentation of any revised quote provided prior to the invoice.
During my conversation with [redacted], he told me that a 50%
deposit was required, and I provided him a credit card. This percentage is
direct conflict with Budget Dry's Terms and Condition that specify a 30% deposit.
Admittedly, I did not feel that this was an exorbitant percentage, since I have
dealt with other contractors that use this percentage, but find it interesting
that [redacted] has chosen not to address this violation of the company written
policy. I also find it interesting that Budget Dry accepted partial payment
without a signed agreement. Payment was made on 3/27, and [redacted] contacted me
about a signed copy on 3/31. A copy of the e-mail will be forwarded to RevDex.com as supporting documentation. This would seem contrary to their
statement that nothing is ever done verbally as well as other business
practices.
4) [redacted] goes on to state that the work crew had to wait at
my home and that they lost 6 hours each. I would like to see any supporting
documentation of this claim. This is a total misrepresentation. [redacted] had
told me that the crew would show up on 4/28 between 10:00 and 10:30 depending
on traffic. As I previously stated the crew was at my home at approximately
10:15. The lead worker ([redacted]?) called into the office and the only waiting
time the crew incurred was while I spoke with [redacted] utilizing the workers phone.
5) [redacted] also states that they were "willing to work
with the customer and was willing to split the difference". This is the
first time I have ever heard this proposal. No such offer was ever expressed
previously. Once again, I would like to see any documentation to support this
statement. Had such an offer been proffered, I might have been inclined to
accept in order to resolve this dispute in an amicable manner.
6) [redacted] takes offense with my filing of a complaint with
the Revdex.com. At no time have I ever had the feeling that Budget
Dry was willing to bring this to peaceful closure. The last paragraph of Budget
Dry's Terms specify that "Parties agree to submit any and all disputes to
the Revdex.com Arbitration Bureau". All I have done is avail myself to the clause
which they laid out.
As I have previously said, I believe this issue boils down
to major miscommunication. I, for one, am still amenable to peaceful resolution
but have neither heard nor seen any such posture from Budget Dry.
Sincerely,
[redacted]