Comfort Zone, Inc.

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Complaint: ***
We are rejecting this response because it contains inaccuracies and deflects the focus away from the main issue The work on the stairwell and downspouts was not noticed by the crew The stairwell portion is included in the contract There is a section in the contract titled "Stairwell Service." One of three categories in that section is "Stairwell Tap(s)," with a line beside it and the word "Yes" handwritten by MrWilliam H***, the senior inspector who wrote the contract My wife and I spoke to him about the stairwell in detail Even though he didn't think the erosion around the stairwell was the cause of the water damage, he advised us that this would be a good time to fix that issue also; we agreed We also talked to MrH*** about the downspouts which were on the other side of the house from where the waterproofing and sump pump were installed, therefore also not a cause of the water damage He agreed to include the downspouts in the project We just forgot to put it in the contract On the day of the project, I asked the crew about it and they did not know they were supposed to do it I contacted the company to check to see why the crew wasn't told to do the work on the downspouts That is when we realized we forgot to include it in the contract Later, MrH*** called and apologized for not included it Someone from the company must have called the crew chief and told him to do the downspouts I thought that was fair since we had a verbal agreement and that work was part of the price for the entire project.The stairwell and downspouts are not the real issue AquaGuard needs to address the mishandling of their assessment They gave us bad advice which resulted in our paying thousands of dollars for work that didn't need to be done We concede that the work on the stairwell and downspouts was legitimate However, we still feel that AquaGuard should refund the money for the majority of the project (waterproofing and sump pump)
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:While AquaGuard completed an "enhancement" yesterday to hopefully safeguard the interior water containment system against future water seepage, as alluded to in their most recent response, I wish to recapitulate some important points before concluding this complaint.Most importantly, I wish to thank the Revdex.com for their advocacy and assistance in efficiently/ expeditiously managing my complaint and catalyzing an equitable solution to a dire and immensely frustrating situationIf not for their benevolent pressure/ prodding and commitment to corporate accountability and good business practices, I sincerely doubt that the firm would have constructively responded to my desperate plea for assistance.I especially wish to commend Mark M*** for coming to the project site on a Sunday and during a personally tumultuous time, to meet with me in a collaborative and collegial fashion to reassess the root causes of recurring water seepage and develop a feasible action planI also give high praise to the crew members, Rusty and Jason, who worked diligently/ tirelessly to execute the work.That being said, I give low marks to the senior managers of the firm who were chronically unresponsive to my reasonable concerns about a life-time warranty on a system that was touted by managers and sales agents alike as "fail-proof." Notably, after I contacted John B*** (the general manager) with salient excerpts from the firm's website pertaining to their warranty claims, I discovered that the content/ hubris on the site was subsequently toned down.I've also learned that the best approach a consumer can take to "waterproof" a basement or wet space, is to first strip the walls of finished drywall and insulation to expose the underlying foundation, and then meticulously observe the "naked" walls during significant rain eventsThe sources of water leaks will inevitably emerge and inform the design of an optimal water containment solutionMy mistake, as a waterproofing novice/ sleuth, was relying on the sales agent's initial and naive assessment of a complex problem (or "sales pitch") and trusting that the aggressively marketed solution would systemically resolve the water issues C'est la vie.In conclusion, I have Mark Mayer's assurances that AquaGuard will be more cooperative and responsive in the future in the event that the system enhancement does not systemically resolve the recurring water seepage along a rear exterior wall and communicating interior wall on the lower level of our town home Significantly, the "enhanced" water containment system will need to be challenged by significant rain events in order to assess its functional efficacy.Regards,*** ***

In response - AquaGuard did not have a contract with *** ***We have a contract with the previous owner of the homePer the contract the hot water heater needed to be moved in order to properly install our waterproofing systemTo our knowledge the hot water issue has been resolvedThe
previous owner has paid the contract balance so we will process the warranty transfer to *** ***. Thank you

Customer has an appointment today with our Service Technician. We will complete the work today & address customer's concerns. Customer has stated that he will pay upon completion. Thank you.

In response - we had a contract with the seller of customer's home. In the contract it states that the customer was to have the hot water heater moved. This was not done so we had to move it to do our job correctly. Customer told service department that she fixed the hot water issue. We were not told of a plumber's involvement or that there was a plumbing bill.  We will consider a reimbursement if customer would like to send us the plumbing bill. The warranty transfer is in process & we will mail copy to customer. Customer's warranty is currently in effect.

In response to customer's rejection:  customer contacted AquaGuard with water seepage issues. We performed a thorough inspection of customer's home & customer signed a contract. We performed contracted work. Customer now has a waterproofing system with a lifetime warranty. Again, there was no unnecessary work performed so no refund will be issued.
Thank you.

In response to customer's complaint of fraudulent behavior - we requested customer to sign his financing paperwork after the final inspection of the Egress window has passed. This would complete the contracted work. The other items customer has requested us to fix are non-contracted items that we...

will repair as a courtesy. We are not responsible for grass but we will put down grass seed. Also, we will patch the drywall where customer had a leak fixed that was unrelated to our work. This was communicated to the customer by email on 8/25/16 from our Service Department.

In response to customer complaint: Customer contacted us with a problem of water seepage along baseboards & middle floor area. Also had problems with musty odor & mold indicating a long term problem. We signed a contract for a wall & sump pump system.  During our installation the...

crew noticed additional areas that needed to be addressed - the stairwell drain & downspouts. We perfomed the additional work with no additional charge to the customer. Based on the initial inspections & the crew's additional findings customer did need the waterproofing services we provided. We apologize that customer did not receive a quality assurance check but customer has a warranty on the work performed. If there are any problems with the system customer may contact us for a service appointment. There was no unnecessary work perfomed so no refund will be issued.
Thank you.

In response to customer's complaint: AquaGuard installed a waterproofing system in Customer's basement that has not failed. Last Spring, Customer was experiencing water seepage in a non-contracted area of his basement. Our Service Technician who inspected the seepage informed customer of this &...

thought the seepage was due to a new furnace that was installed. He gave customer quote for additional work which was at a discounted rate because he was a previous customer. Customer elected to wait until the Fall to have the work done. Our Service Manager recently emailed customer with several dates to complete the installation. Customer informed our Service Manager that he did not want to pay for the service. We do guarantee our work but only in the areas that contain our system. In this case the new work is located in an area we have not serviced. We offered to repair it at a discounted rate & will do so when customer selects an installation date. Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Aquaquard did not return any of my calls regarding the hot water heater and I went without hot water for two weeks.  Because I have children in the house, I finally paid a plumber to resolve the issue.  I was told that the elements were shorted out when they moved the hot water heater twice.  They need to reimburse me for the expense of the plumber.  I also, have not received the warranty after numerous attempts.Regards,
[redacted]