Sadly this is a simple case of buyers remorseAs you can see in our copies of the emails provided, we have been more than willing to modify the proposalThe customer however is looking to cancel the proposalIn all previous communications, modification was discussed and agreed toWe gladly would speak with any new media outlet of agencyI think the customer's own words here from her own text messages and emails tell a different story than what she is now arguingIf 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 itWe are still waiting on the name of the individual at the [redacted] that will testify that we are selling unneeded services
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 noticeI agree that two appointments were in fact madeDuring our initial phone conversation, [redacted] set the first appointment for 6:PM on 5/As I originally stated, I spoke to [redacted] on the morning of 5/During that conversation [redacted] informed me that he and [redacted] would not be out there that eveningHow 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 stateI 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/appointment As previously stated [redacted] told me that he and [redacted] would be at my home at 12:PM on Fri 5/8, which I told him was unacceptable do to my having another appointmentI specified 9: AM for that dayIn my original statement I noted that I received an e-mail from [redacted] at 6:PM on 5/stating that " [redacted] indicated you could make noon on FridayWill 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:AM time that I had specifiedThe thread will also show that on 5/ [redacted] requested a PM meeting timeI 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 locationWe agreed to meet at 3: on the afternoon of 5/ The e-mail thread will further show that I wrote to [redacted] at 1:PM on 5/to cancel our 3:appointment the following dayAgain, I do not see how this can be construed as canceling at the last minute as stated by *** [redacted] also asserts in his second statement that calls were made to confirm the appointmentsThis is a complete misrepresentationMy 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 ***No pictures of my property were ever shown to me during this presentationIf 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 pointI would like to see the date/time steps that support his claimPictures were not taken until the week of 3/31, which would appear to be contradictory to what [redacted] holds out as being company policyIn 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 copyAgain, I would like to see the date/time stamps of his working file and any supposed printoutsWithout hard copy, how can this be anything but a verbal quotation? As previously quoted, [redacted] quoted me a price of $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 linear feet and make a price change to $ 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 ***, he told me that a 50% deposit was required, and I provided him a credit cardThis 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 policyI also find it interesting that Budget Dry accepted partial payment without a signed agreementPayment was made on 3/27, and [redacted] contacted me about a signed copy on 3/A copy of the e-mail will be forwarded to RevDex.com as supporting documentationThis 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 hours eachI would like to see any supporting documentation of this claimThis is a total misrepresentation [redacted] had told me that the crew would show up on 4/between 10:and 10:depending on trafficAs I previously stated the crew was at my home at approximately 10:The lead worker (***?) 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 proposalNo such offer was ever expressed previouslyOnce again, I would like to see any documentation to support this statementHad 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.comAt no time have I ever had the feeling that Budget Dry was willing to bring this to peaceful closureThe 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 miscommunicationI, 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]
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 callWe have phone records of the two conversations, one for min sec and the other for minutesPer the back of the contract, all service calls are charged at a minimum of $plus $per hour, so the $is a discount compared to what we have the right to assess We advised Carter that there is a $emergency service call fee on 3/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 faceHe made the trip solely for the customerWe 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 makeWe 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 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 ***I have since contacted 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 onlyI will move forward with retaining legal services and pursing the media and advocacy organizations 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 responsesI appreciate your time and information Sincerely, [redacted]
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
Initial timeline of events: • Customer did her homework online and called us at 2:20PM on 1/4/16 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 1/8 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 mistake. The customer let him know he was texting the wrong person. He apologized via text. • At 7PM on 1/8, after discussion with the salesperson, the customer decided to move forward. He 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 those. 15 minutes 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 times. A 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 person. She is at the beach that day. They set an appointment for the following week on 1/12 to meet in the morning. • At 8:39Pm on 1/11, the customer texts Jeff to reschedule from 9am to the afternoon instead. On 1/12 they set a new time to meet at 1/14. The customer asks for some clarifications on the financing through [redacted] , which our employee answers and they confirm their 9am time. • On 1/13, the customer texts Jeff to reschedule the time again. This time they settle on 1:30pm. On January 14th, the customer arrives at 2pm. She does not qualify for the financing program she wanted and instead chooses to go to her own bank for funding. She signs the contract in person this date. She 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 appointment. Eventually 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 1/19 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 her. We are scheduled to remove the bottom stair treads on Friday 2/5 and do the waterproofing Monday 2/8 through Wednesday 2/10. 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 date. She coordinated a date with our office to install the waterproofing starting on Friday, 2/5 with the main work being performed Monday through Wednesday of the following week. On Tuesday 2/2, the customer postponed as she “had to wait for the [redacted] to complete their work.” This is the first time we learned of the ***’s involvement. The 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 [redacted] on 2/11 at the customer’s request because she was confused with the scope of work and could not verbalize what they were doing. The [redacted] is installing a pumping station for the customer’s downspouts, which are tied into the sewage system. They are not doing basement waterproofing work. We emailed the customer to let her know about our conversation with the [redacted] on 2/11. The customer responded that day and wanted to talk about modifying the scope of work. There were several emails that followed, all of which are attached. The customer felt the work was unnecessary and we responded “There has never been any pressure to upsell or add any unneeded services. Our process and my communication is to educate and advise the customer. The customer always has the right to dictate the process. We just try to advise the advantages and disadvantages. [We] will design the system to accommodate your instructions. If we we [sic] believe there is information you need to consider we will provide [it] but the final decision is yours. When 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 emails. Jeff FINALLY got a hold of her and made an appointment for 3/11 that the customer rescheduled and pushed back a week. We called to confirm the 3/18 appointment numerous times and sent emails that went unanswered. Out 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 minute. Jeff 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 Ohio. We, as a company, were more than willing to meet with the customer but she would not return a call. On 3/22 Brianna, the office manager, finally got a hold of the customer who only wanted to speak to Marc. She said she would not reschedule. It was at this time she wanted her money back and to cancel the contract because she felt the work that the [redacted] did was enough to rectify her problem. We explained the cancellation policy. She asked for our attorney’s information. We instructed her to have her attorney reach out to us. We 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 warranty. We also would be glad to meet with the customer if she can commit to a date and time. Because 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 tactics. We do sell. We follow up on our estimates. We 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 date 3) The customer admitted in her own text messages that she had competitive quotes. She even texted while meeting with a competitor. 4) We learned of the [redacted] only when it came to scheduling. We communicated with the [redacted] 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 wanted. It is in writing on 2/12. 6) We did not stand up the customer or blow off appointments. In fact, it was the other way around. As shown by the customer’s own text messages, she is notorious for changing times and dates at the last minute 7) Budget Dry followed up with the customer as much as was humanly possible. We 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 customer. We instructed her attorney to contact us directly 9) We only stated the refund policy that is on the contract the customer signed 10) 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 [redacted] 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 waterproofers. I highly doubt anyone at the [redacted] will, in an official capacity as an [redacted] 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 department. The 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 BBB 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 bed. We are willing to modify the proposal within reason but we are not cancelling the contract and giving the customer a 100% refund.
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 problemThis is outrageous and borderline slanderousThe 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 conversations with a business on a Sunday would say we are unresponsiveWe tried to work with the customer however their indecisiveness was their own worst enemy hereAfter reading our response, you will see, we made many efforts to help the customer but stopped providing free weekend service calls, which angered the customerThe customer was aware of what they needed to do to correct their problem and refused to do so
Sadly this is a simple case of buyers remorseAs you can see in our copies of the emails provided, we have been more than willing to modify the proposalThe customer however is looking to cancel the proposalIn all previous communications, modification was discussed and agreed toWe gladly would speak with any new media outlet of agencyI think the customer's own words here from her own text messages and emails tell a different story than what she is now arguingIf 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 itWe are still waiting on the name of the individual at the [redacted] that will testify that we are selling unneeded services
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 noticeI agree that two appointments were in fact madeDuring our initial phone conversation, [redacted] set the first appointment for 6:PM on 5/As I originally stated, I spoke to [redacted] on the morning of 5/During that conversation [redacted] informed me that he and [redacted] would not be out there that eveningHow 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 stateI 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/appointment As previously stated [redacted] told me that he and [redacted] would be at my home at 12:PM on Fri 5/8, which I told him was unacceptable do to my having another appointmentI specified 9: AM for that dayIn my original statement I noted that I received an e-mail from [redacted] at 6:PM on 5/stating that " [redacted] indicated you could make noon on FridayWill 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:AM time that I had specifiedThe thread will also show that on 5/ [redacted] requested a PM meeting timeI 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 locationWe agreed to meet at 3: on the afternoon of 5/ The e-mail thread will further show that I wrote to [redacted] at 1:PM on 5/to cancel our 3:appointment the following dayAgain, I do not see how this can be construed as canceling at the last minute as stated by *** [redacted] also asserts in his second statement that calls were made to confirm the appointmentsThis is a complete misrepresentationMy 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 ***No pictures of my property were ever shown to me during this presentationIf 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 pointI would like to see the date/time steps that support his claimPictures were not taken until the week of 3/31, which would appear to be contradictory to what [redacted] holds out as being company policyIn 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 copyAgain, I would like to see the date/time stamps of his working file and any supposed printoutsWithout hard copy, how can this be anything but a verbal quotation? As previously quoted, [redacted] quoted me a price of $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 linear feet and make a price change to $ 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 ***, he told me that a 50% deposit was required, and I provided him a credit cardThis 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 policyI also find it interesting that Budget Dry accepted partial payment without a signed agreementPayment was made on 3/27, and [redacted] contacted me about a signed copy on 3/A copy of the e-mail will be forwarded to RevDex.com as supporting documentationThis 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 hours eachI would like to see any supporting documentation of this claimThis is a total misrepresentation [redacted] had told me that the crew would show up on 4/between 10:and 10:depending on trafficAs I previously stated the crew was at my home at approximately 10:The lead worker (***?) 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 proposalNo such offer was ever expressed previouslyOnce again, I would like to see any documentation to support this statementHad 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.comAt no time have I ever had the feeling that Budget Dry was willing to bring this to peaceful closureThe 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 miscommunicationI, 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]
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 callWe have phone records of the two conversations, one for min sec and the other for minutesPer the back of the contract, all service calls are charged at a minimum of $plus $per hour, so the $is a discount compared to what we have the right to assess We advised Carter that there is a $emergency service call fee on 3/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 faceHe made the trip solely for the customerWe 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 makeWe 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 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 ***I have since contacted 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 onlyI will move forward with retaining legal services and pursing the media and advocacy organizations 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 responsesI appreciate your time and information Sincerely, [redacted]
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
Initial timeline of events: • Customer did her homework online and called us at 2:20PM on 1/4/16 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 1/8 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 mistake. The customer let him know he was texting the wrong person. He apologized via text. • At 7PM on 1/8, after discussion with the salesperson, the customer decided to move forward. He 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 those. 15 minutes 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 times. A 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 person. She is at the beach that day. They set an appointment for the following week on 1/12 to meet in the morning. • At 8:39Pm on 1/11, the customer texts Jeff to reschedule from 9am to the afternoon instead. On 1/12 they set a new time to meet at 1/14. The customer asks for some clarifications on the financing through [redacted] , which our employee answers and they confirm their 9am time. • On 1/13, the customer texts Jeff to reschedule the time again. This time they settle on 1:30pm. On January 14th, the customer arrives at 2pm. She does not qualify for the financing program she wanted and instead chooses to go to her own bank for funding. She signs the contract in person this date. She 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 appointment. Eventually 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 1/19 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 her. We are scheduled to remove the bottom stair treads on Friday 2/5 and do the waterproofing Monday 2/8 through Wednesday 2/10. 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 date. She coordinated a date with our office to install the waterproofing starting on Friday, 2/5 with the main work being performed Monday through Wednesday of the following week. On Tuesday 2/2, the customer postponed as she “had to wait for the [redacted] to complete their work.” This is the first time we learned of the ***’s involvement. The 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 [redacted] on 2/11 at the customer’s request because she was confused with the scope of work and could not verbalize what they were doing. The [redacted] is installing a pumping station for the customer’s downspouts, which are tied into the sewage system. They are not doing basement waterproofing work. We emailed the customer to let her know about our conversation with the [redacted] on 2/11. The customer responded that day and wanted to talk about modifying the scope of work. There were several emails that followed, all of which are attached. The customer felt the work was unnecessary and we responded “There has never been any pressure to upsell or add any unneeded services. Our process and my communication is to educate and advise the customer. The customer always has the right to dictate the process. We just try to advise the advantages and disadvantages. [We] will design the system to accommodate your instructions. If we we [sic] believe there is information you need to consider we will provide [it] but the final decision is yours. When 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 emails. Jeff FINALLY got a hold of her and made an appointment for 3/11 that the customer rescheduled and pushed back a week. We called to confirm the 3/18 appointment numerous times and sent emails that went unanswered. Out 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 minute. Jeff 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 Ohio. We, as a company, were more than willing to meet with the customer but she would not return a call. On 3/22 Brianna, the office manager, finally got a hold of the customer who only wanted to speak to Marc. She said she would not reschedule. It was at this time she wanted her money back and to cancel the contract because she felt the work that the [redacted] did was enough to rectify her problem. We explained the cancellation policy. She asked for our attorney’s information. We instructed her to have her attorney reach out to us. We 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 warranty. We also would be glad to meet with the customer if she can commit to a date and time. Because 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 tactics. We do sell. We follow up on our estimates. We 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 date 3) The customer admitted in her own text messages that she had competitive quotes. She even texted while meeting with a competitor. 4) We learned of the [redacted] only when it came to scheduling. We communicated with the [redacted] 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 wanted. It is in writing on 2/12. 6) We did not stand up the customer or blow off appointments. In fact, it was the other way around. As shown by the customer’s own text messages, she is notorious for changing times and dates at the last minute 7) Budget Dry followed up with the customer as much as was humanly possible. We 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 customer. We instructed her attorney to contact us directly 9) We only stated the refund policy that is on the contract the customer signed 10) 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 [redacted] 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 waterproofers. I highly doubt anyone at the [redacted] will, in an official capacity as an [redacted] 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 department. The 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 BBB 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 bed. We are willing to modify the proposal within reason but we are not cancelling the contract and giving the customer a 100% refund.
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 problemThis is outrageous and borderline slanderousThe 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 conversations with a business on a Sunday would say we are unresponsiveWe tried to work with the customer however their indecisiveness was their own worst enemy hereAfter reading our response, you will see, we made many efforts to help the customer but stopped providing free weekend service calls, which angered the customerThe customer was aware of what they needed to do to correct their problem and refused to do so