Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ A check was issued on 12/1/for an over-payment in the amount of $The check # XXXXXXThe original work date was a clerical error and we apologize for any inconvenience this may have causedit is not our policy to issue a credit for the time it takes to provide the refund, their is protocol that we must follow to issue refunds and it usually takes 2-weeks
Initial Business Response /* (1000, 5, 2014/12/03) */
The window well liner that Mr*** was supposed to have installed was scheduled to be in our warehouse for the December installThe liner that came in was a rectangular shape when it was supposed to be a round shapethe correct liner has
been re ordered and has been placed on a rush delivery
Initial Consumer Rebuttal /* (3000, 7, 2014/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the contracted work appears to be completed, I cannot say that I am satisfiedThe company was unresponsive at best, and difficult to work with to accomplish the work contractedThe apparent lack of communication from the office personnel to the work crew, on top of the lack of communication to the customer, has identified that I cannot consider using this company for future projects, nor can I recommend that anyone else consider them
Initial Business Response /* (1000, 5, 2014/11/26) */
The basin that we originally thought we would be able to tie into is a grey water basin, per city of Chicago code we can not tie into this and would not be able to pass an inspectionWe ended up providing a new basin and pump at no additional
chargeThe back up pump the customer is referring to was to be installed in the grey water basin which also has sewage going into it, the pump is not manufactured to handle this type of application, which is why we would not install it
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was clearly an oversight by U.SWaterproofing RepsThe company is very much aware of the correct water basin to use to pass city of Chicago code inspection and the priceThey have been in business since I was quoted three different prices after two Reps came to my home to evaluate the jobThe representatives should have known whiich products my property could use when I signed the "ultimate drain title system pre-installation confirmation agreement"Customers rely on the professionals knowledge for products and serviceThis was a costly oversight, my balance increased by $I paid This company has bad business practices, I am not a satisfied customerNo additional chargeNot true! The company should have taken the lost for $I never received a revised contract with correct products & service listedBad business
Final Business Response /* (4000, 9, 2014/12/03) */
The oversight was unfortunate however we can not by law install our system into a grey water basin by codeWe installed the correct basin for our system, The original contract has a line that states we are not responsible for the existing basinThe true cost of a new pump and basin is close to $we agreed to split more than half of the cost since it was our mistake
I have looked into your file and you are correct we do owe you a credit of $666. I have sent a message to our account payable department and get a check issued to you. I do apologize for any inconvenience this may have caused you .
While the issue may have been misdiagnosed in your eyes, we have gone above an beyond by sending crews and field supervisors out to try and help pin point the issue. We expended many man hours trying to help . your request to have the full deposit refunded I can not honor, however I would be willing...
to split the difference of the deposit simply because we did install a membrane and came back numerous times to try and figure out why you were still getting water in the basement. If you are in agreement I would be more than willing to have this expedited asap. I look forward to your response
Our notes show that our sales manager tried contacting Mrs [redacted] on 9/7/16 and 9/8/2016 to see why she wanted to cancel the order she placed with us. Since the contract was cancelled within three days we will refund her deposit.
Initial Business Response /* (1000, 5, 2015/09/29) */
We can only offer a warranty not a guarantee . We will only warranty the areas in which we conducted a repair. If seepage should arise from an area in which we did not repair we can not warranty it. If another repair is needed we can provide an...
Initial Business Response /* (1000, 8, 2014/12/01) */
The area in which the homeowner is experiencing the seepage 2' away from the original area we repaired. This is considered as new area and not covered under the warranty we provide., Mrs [redacted] was offered a solution at a heavily discounted...
price but it can not e completed until spring due to the extremely frigid temperatures we are experiencing. The membrane needs to cure at a temp of 50 degrees .
Initial Consumer Rebuttal /* (3000, 10, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On November 18, 2014, the last company representative that came to my house to review the problem, called to tell me that it was no way for them to know that there was another area where the water was seeping in both areas & they would have there first representative call me to come out to my house to do another water test, to give a significant discount on the area needed to be repair. But, I am still waiting and have not received another call or heard from anyone from US Waterproofing since the Representative called on Nov 18th, to give me the cost of the significantly low price to be charged. And I see in their Revdex.com response that the problem isn't covered under warranty because it is supposedly 2" away from original area but the water still flows into both rooms just like it did before the area 2" away was patched & sealed.
Final Consumer Response /* (4200, 14, 2014/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a call from or anyone come out to do a water test with a water hose to determined how far the water seepage is from where they previously sealed the one area & to give the heavily discounted price quote for the April spring weather. We had a few days in the 50s last week to do a test. When the last representative came out, I did have the newly finished drywall removed ahead of time to be reviewed by the representative as requested. Reading the last company's response, it sounds like they are backing off they're offer to do the completed, properly done work at the discounted price rate. I just ask that the company follow through to do the completed work at the discounted rate in April, as they stated that they will do. And I haven't received a price at this point.
Final Business Response /* (4000, 16, 2015/01/05) */
I just notified the advisor to make sure he contacts you and gets you a new contract with the discounted pricing applied. we will make every attempt to have the work done first thing in the spring but we do need a contract in place, to avoid any confusion
We are more than willing to assist with the seepage issues, the foundation crack is warrantied for life. Per the notes in the file an agreement has been reached. If the crack is still getting seepage we can send someone to remove the work bench and replace it to service the crack. In regards...
to the membrane the work is warrantied and does require us to remove concrete to access the area, while it is unfortunate that a new patio was poured there is no other way to repair from the exterior. Please contact Chris N[redacted] directly if you should need any further assistance with the matter .
Complaint: [redacted]
I am rejecting this response because: No reason to warranty, the job was never fixed from day one. We tested the fix before you guys left and it was still leaking. Your contract stats 50% before start and remaining when the repair is completed. The repairs was never completed even from day ONE (1). This is not a warranty repair, this job was never done. NEVER NEVER NEVER.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Our contract states that any customer has 3 business days to cancel and receive their deposit back, this particular contract was in place for nearly 40 days before the customer decided to cancel, In that time we put forth the effort of processing the contract , sending one of our field supervisors...
out to the home to do a pre-install walk through and initiated the process of getting engineered drawings done for the job. In light of the work that we put into getting this work done we are willing to refund the customer $500 of the deposit that was put down to cover the costs that we incurred.
Revdex.com:Is there any way to cancel the publishing of...
my report on Revdex.com website? I know Revdex.com will edit it and remove names I mentioned but if it's possible to cancel it being published all together I would like to do that. My dealings with this company were positive except for interactions with just one of their employees who seemed to be blocking my refund, and I only wanted a refund for services that were not completed.Also, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jennifer [redacted]
Initial Business Response /* (1000, 5, 2014/12/11) */
A check was issued on 12/1/2014 for an over-payment in the amount of $300. The check # XXXXXX. The original work date was a clerical error and we apologize for any inconvenience this may have caused. it is not our policy to issue a credit...
for the time it takes to provide the refund, their is protocol that we must follow to issue refunds and it usually takes 2-3 weeks.
Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ A check was issued on 12/1/for an over-payment in the amount of $The check # XXXXXXThe original work date was a clerical error and we apologize for any inconvenience this may have causedit is not our policy to issue a credit for the time it takes to provide the refund, their is protocol that we must follow to issue refunds and it usually takes 2-weeks
Initial Business Response /* (1000, 5, 2014/12/03) */
The window well liner that Mr*** was supposed to have installed was scheduled to be in our warehouse for the December installThe liner that came in was a rectangular shape when it was supposed to be a round shapethe correct liner has
been re ordered and has been placed on a rush delivery
Initial Consumer Rebuttal /* (3000, 7, 2014/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the contracted work appears to be completed, I cannot say that I am satisfiedThe company was unresponsive at best, and difficult to work with to accomplish the work contractedThe apparent lack of communication from the office personnel to the work crew, on top of the lack of communication to the customer, has identified that I cannot consider using this company for future projects, nor can I recommend that anyone else consider them
Initial Business Response /* (1000, 5, 2014/11/26) */
The basin that we originally thought we would be able to tie into is a grey water basin, per city of Chicago code we can not tie into this and would not be able to pass an inspectionWe ended up providing a new basin and pump at no additional
chargeThe back up pump the customer is referring to was to be installed in the grey water basin which also has sewage going into it, the pump is not manufactured to handle this type of application, which is why we would not install it
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was clearly an oversight by U.SWaterproofing RepsThe company is very much aware of the correct water basin to use to pass city of Chicago code inspection and the priceThey have been in business since I was quoted three different prices after two Reps came to my home to evaluate the jobThe representatives should have known whiich products my property could use when I signed the "ultimate drain title system pre-installation confirmation agreement"Customers rely on the professionals knowledge for products and serviceThis was a costly oversight, my balance increased by $I paid This company has bad business practices, I am not a satisfied customerNo additional chargeNot true! The company should have taken the lost for $I never received a revised contract with correct products & service listedBad business
Final Business Response /* (4000, 9, 2014/12/03) */
The oversight was unfortunate however we can not by law install our system into a grey water basin by codeWe installed the correct basin for our system, The original contract has a line that states we are not responsible for the existing basinThe true cost of a new pump and basin is close to $we agreed to split more than half of the cost since it was our mistake
I have looked into your file and you are correct we do owe you a credit of $666. I have sent a message to our account payable department and get a check issued to you. I do apologize for any inconvenience this may have caused you .
I apologize for the delay, your check was cut yesterday for $500 it is ck# [redacted] You should receive it by the end of the week.
While the issue may have been misdiagnosed in your eyes, we have gone above an beyond by sending crews and field supervisors out to try and help pin point the issue. We expended many man hours trying to help . your request to have the full deposit refunded I can not honor, however I would be willing...
to split the difference of the deposit simply because we did install a membrane and came back numerous times to try and figure out why you were still getting water in the basement. If you are in agreement I would be more than willing to have this expedited asap. I look forward to your response
Our notes show that our sales manager tried contacting Mrs [redacted] on 9/7/16 and 9/8/2016 to see why she wanted to cancel the order she placed with us. Since the contract was cancelled within three days we will refund her deposit.
Initial Business Response /* (1000, 5, 2015/09/29) */
We can only offer a warranty not a guarantee . We will only warranty the areas in which we conducted a repair. If seepage should arise from an area in which we did not repair we can not warranty it. If another repair is needed we can provide an...
estimate for that repair.
Initial Business Response /* (1000, 8, 2014/12/01) */
The area in which the homeowner is experiencing the seepage 2' away from the original area we repaired. This is considered as new area and not covered under the warranty we provide., Mrs [redacted] was offered a solution at a heavily discounted...
price but it can not e completed until spring due to the extremely frigid temperatures we are experiencing. The membrane needs to cure at a temp of 50 degrees .
Initial Consumer Rebuttal /* (3000, 10, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On November 18, 2014, the last company representative that came to my house to review the problem, called to tell me that it was no way for them to know that there was another area where the water was seeping in both areas & they would have there first representative call me to come out to my house to do another water test, to give a significant discount on the area needed to be repair. But, I am still waiting and have not received another call or heard from anyone from US Waterproofing since the Representative called on Nov 18th, to give me the cost of the significantly low price to be charged. And I see in their Revdex.com response that the problem isn't covered under warranty because it is supposedly 2" away from original area but the water still flows into both rooms just like it did before the area 2" away was patched & sealed.
Final Consumer Response /* (4200, 14, 2014/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a call from or anyone come out to do a water test with a water hose to determined how far the water seepage is from where they previously sealed the one area & to give the heavily discounted price quote for the April spring weather. We had a few days in the 50s last week to do a test. When the last representative came out, I did have the newly finished drywall removed ahead of time to be reviewed by the representative as requested. Reading the last company's response, it sounds like they are backing off they're offer to do the completed, properly done work at the discounted price rate. I just ask that the company follow through to do the completed work at the discounted rate in April, as they stated that they will do. And I haven't received a price at this point.
Final Business Response /* (4000, 16, 2015/01/05) */
I just notified the advisor to make sure he contacts you and gets you a new contract with the discounted pricing applied. we will make every attempt to have the work done first thing in the spring but we do need a contract in place, to avoid any confusion
We are more than willing to assist with the seepage issues, the foundation crack is warrantied for life. Per the notes in the file an agreement has been reached. If the crack is still getting seepage we can send someone to remove the work bench and replace it to service the crack. In regards...
to the membrane the work is warrantied and does require us to remove concrete to access the area, while it is unfortunate that a new patio was poured there is no other way to repair from the exterior. Please contact Chris N[redacted] directly if you should need any further assistance with the matter .
We understand there are notes in your file that you and Chris did reach an agreement. A check will be sent out
We have been in contact with Mr. [redacted] throughout the process and are in the process of working on a resolution.
Complaint: [redacted]
I am rejecting this response because: No reason to warranty, the job was never fixed from day one. We tested the fix before you guys left and it was still leaking. Your contract stats 50% before start and remaining when the repair is completed. The repairs was never completed even from day ONE (1). This is not a warranty repair, this job was never done. NEVER NEVER NEVER.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Our contract states that any customer has 3 business days to cancel and receive their deposit back, this particular contract was in place for nearly 40 days before the customer decided to cancel, In that time we put forth the effort of processing the contract , sending one of our field supervisors...
out to the home to do a pre-install walk through and initiated the process of getting engineered drawings done for the job. In light of the work that we put into getting this work done we are willing to refund the customer $500 of the deposit that was put down to cover the costs that we incurred.
Revdex.com:Is there any way to cancel the publishing of...
my report on Revdex.com website? I know Revdex.com will edit it and remove names I mentioned but if it's possible to cancel it being published all together I would like to do that. My dealings with this company were positive except for interactions with just one of their employees who seemed to be blocking my refund, and I only wanted a refund for services that were not completed.Also, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jennifer [redacted]
Initial Business Response /* (1000, 5, 2014/12/11) */
A check was issued on 12/1/2014 for an over-payment in the amount of $300. The check # XXXXXX. The original work date was a clerical error and we apologize for any inconvenience this may have caused. it is not our policy to issue a credit...
for the time it takes to provide the refund, their is protocol that we must follow to issue refunds and it usually takes 2-3 weeks.