From: Ken F [redacted] < [redacted] >Date: Tue, Mar 10, at 11:AMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] >Cc: Mark L [redacted] < [redacted] >, Dawn S [redacted] < [redacted] >***,This is a client from our Fairfax office and Mark L [redacted] (the owner of that office) is working on itIf you need anything from him, please contact him directly.Thanks,KenKenneth GF*, P.E.Drainage & Erosion Solutions, LLC [redacted] ***Suite 104Reston, VA 20191( [redacted] ###-###-#######-###-#### mobile###-###-#### faxwww.drainageanderosion.com [redacted] Like us on [redacted] :https://www[redacted] [redacted]
We have tried numerous times to try to resolve this dispute after the initial contact was made by the client at the end of June.Our representative went out to inspect the issue, but a new homeowner had already performed some work on the basement and a follow up appointment was set with the owner to evaluate further before warranty work was performedI spoke with [redacted] to set a time to go out and continue the evaluation/warranty claim today and she began cussing at me and only wants a full refund, so I declined to continue the conversationWe have not had an opportunity to inspect or repair the waterproofing fully, including the ability to excavate the area we worked on, and the new homeowner is not cooperativeWe need to perform warranty work and will not honor the warranty if the third party they contracted begins work where we performed work before allowing us to correct any problems, if they existPlease contact Mark L [redacted] at ###-###-#### to set up a warranty callthank you, [redacted] A [redacted] Operations Manager
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because it is filled with untruths and misleading statementsI will address each line of their response: Lines & 2: Drainage & Erosion Solutions (“DES”) demonstrates that it is not dealing honestly when it implies that because it did not contract with us, the company is somehow not liableI stated in the original complaint that DES contracted with the previous owner a FEW days before the sale of the house as part of the home inspection addendumDES then supplied us a TRANSFERRABLE 20-year warranty against future leaksRevdex.com is in receipt of that warranty LINES & 4: The company has not tried to help and Ahria S [redacted] DID do an inspection We were waiting for the company to do the repair or diagnostic after the inspection, which never happenedIn their responses, DES makes no mention that their representative, Ahria S***, who was in charge of our basement work, left suddenly in JulyThe first time I learned about this was when [redacted] A [redacted] called me on August It is likely that Drainage & Erosion simply dropped the ball after the departure of Ahria S***, but rather than taking responsibility and trying to make things right, they have adopted a strategy of making misleading and untrue statements about the clientRevdex.com may want to take a look at [redacted] ***Another client posted an account similar to mine recently, where Ahria S [redacted] stopped responding and the client’s work was never done correctlyThat client contacted everyone at the company, as I have, but received no response and has had to hire other contractors LINE 5: I have NEVER demanded money from the company; I have only asked that they come out and follow up on the inspectionThe only place where money was ever mentioned is in my original complaint to Revdex.com, where when asked what resolution I would like, I wrote “Refund,” since by that point I had already begun the process of hiring other contractors because there is still mold in my basement and it needs to be removedI do think that DES should pay for the contractors who are now having to come out and fix the problem in my basement, but that is something I will follow up on a later date, after all the work is doneBut to be clear, I have NEVER directly asked Drainage & Erosion for moneyI have barely been able to speak to any of their representatives at all since they are generally unresponsive LINES & 7: I have never been hostile, and I used one swear word once, which I have already documented to Revdex.comDES would like to paint me as a money-grubbing, swearing client, but the documentation I provided to Revdex.com shows that I have always been polite and patient with Drainage & ErosionI also have a voicemail from Dawn, the Office Manager, from July 10, where she acknowledges my problems with Ahria S*She also apologizes that [redacted] A [redacted] did not get back to me before he went on vacation and says she will have Mark L***, the owner, come out to the propertyMark L [redacted] never came out but sent out Ahria S*That is the day that Ahria did the inspectionAll this is documented in the timeline and documents I sent to Revdex.com(I can also provide the voicemail by letting someone listen over the phone or coming down to the Revdex.com offices) DES has submitted no documentation, because it has no documentation to support its statements I have submitted a number of emails and other documentation to support my complaintI have worked with a lot of contractors because our house needed some workA reputable company would have taken responsibility for dropping the ball and worked with the client to make things right – DES chose to ignore the client until the client posted something on Revdex.com and then DES made untrue and misleading statements to cover their tracksThis is precisely the type of company that should be reported to Revdex.com Regards, [redacted] From: [redacted] < [redacted] >Date: Mon, Sep 14, at 9:AMSubject: For [redacted] , Revdex.com: New Development ID [redacted] To: [redacted] Dear Mr [redacted] ,I wanted to follow up with some new documentation for complaint [redacted] [redacted] A [redacted] just posted something on Angie's List that contradicts the statements he made to you and the Revdex.com.In response to a recent bad review by another customer who had an experience similar to mine, MrA [redacted] posted that the company had fired MrS [redacted] mainly for "neglect of customer service." (see pgof attachment)In his statements to you and the Revdex.com, MrA [redacted] claimed that the company tried several times to come out and perform an inspection or service on my homeSince MrS [redacted] was the person managing our basement repairs and follow up and MrA [redacted] states that MrS [redacted] was fired for neglecting his customers, it is hard to reconcile MrA***' claim that his company tried to perform services on several occasions at my houseYou may also note that the customer who filed the attached review had similar problems to mine, where he contacted other people at the company, but never heard back from anyoneThe other client also experienced the problems with DES at the same time that I did.Please contact me if you need further information or if I can answer any questionsSincerely yours, [redacted]
This person did not contract Drainage and Erosion Solutions to perform workWe are surprised Revdex.com would even publish this reviewWe tried to help and offered to inspect what they were referring to.We were not allowed to perform warranty work, even after offering to perform warranty work to this new homeowner, to areas we worked onThey are demanding money from our company, even though they did not pay us for any work, yet contracted new companies to fix our work? This person cusses on the phone when we try to schedule a service request,and has been hostile each time we've tried to help themSomething doesn't make senseDrainage and Erosion Solutions
From: Dawn S [redacted] < [redacted] >Date: Fri, Mar 13, at 7:AMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] >Good Morning [redacted] ,I spoke with [redacted] A***, Operations Manager for Drainage and Erosion Solutions He indicated that he has resolved the issue with Mr [redacted] with regard to the complaint ( [redacted] ).Sincerely,Dawn S [redacted] Office ManagerDrainage and Erosion Solutions Fairfax, LLC [redacted] ***Falls Church, VA 22042Office: ###-###-####Fax: ###-###-####Cell: ###-###-####
From: Dave R*** Date: Fri, Jan 30, at 3:PMSubject: Re: My E-mail AddressTo: *** *** Cc: *** *** ?***,My project manager (Andres C***) informs
me that this fence was repaired some time ago (early December)Photos were taken showing the repairs that we did and can be made available if you wishPlease feel free to contact me by email or telephone if I can be of further assistance.Thanks,DaveDave R***, Sales ManagerDrainage & Erosion Solutions, LLC*** *** *** ***
*** ***Reston, VA 20191###-###-#### mobile###-###-#### fax[www.drainageanderosion.com]www.drainageanderosion.com***?Like us on FaceBook:https://www.facebook.com/pages/Drainage-Erosion-Solutions-LLC/14***
This is the direct reply from our project manager, Evan A***, who is most familiar with this project:
***,
I see you rejected our comment and I was prepared for that. I see you said in your comment that you stated "French drains do not equate to a small amount of work." I was wondering who was the drainage professional that made that determination and stated that our system is not working.
The small 20', or possibly less, of french drain equates to approximateley $for us to install itIn the end without the mobilization charge that would be discounted, and the charge to cut across the large asphalt driveway that is actively damning water in the low area of your backyard for approx 20' to adapt a 4" drain pipe to terminate to wood line would be around $1300, with a 10-year warranty, just like the functioning system at your home
The reason I did not provide a proposal is because the manner you and your husband took toward me after I had told you that it might be a little more work after repeatedly returning to inspect the fully functioning systemSo I did what anybody naturally would do and back away from the volatile situation that you and your husband started brewing between DES and yourselfs. Remember that you are on a hill and just so happens that currently the wettest part of your yard is also the lowest, thus more drainage needed if we have not placed any drainage in that areaHow can we warranty something that is not installed?
I find it hard to believe your yard is worse so I want you to test the system yourself with a hose on a dry day and tell me were all the water is goingIt will slowly trickle through the large 6" Diameter SOLID, Glued, PVC pipe to a drainage Outlet constructed using 1" to 3" river jack gravelWhen at capacity the 6" pipe will disperse the large amount of water from all the uphill focalized volumes of water, sump pump discharge and roof water runoff upward through the pdrain emitterWhen the active outflow subsides it will then collect at the pdrain emitter and seep through the weep hole you described in your reply.
Please note again that the water accumulating at the pmight take a day or two to runoff because the soils are already fully saturated from diverting your sump discharge away from the middle of your backyard to outside your yard so that makes the percolation rate much slowerAlso keep in mind that none of the drainage systems installed by DES allow water to infiltrate from the low Corner of your yard, which makes our warranty non-applicable.
Again, I will be happy to resolve this situation only if we can move forward in a more friendly mannerI do hope to hear back from you soon.
Thanks,
Evan A***
Project Manager/Drainage Specialist
***@drainageanderosion.com
Mobile####-###-####
We have informed [redacted] on many occasions that we would refund her deposit and reimburse her for the returned check fee. We can do this either through a credit card refund or a certified check. She has spoken with our office manager, Jeanette G[redacted], as she described in her letter. [redacted]...
speaks for me and has followed my instructions to resolve this issue.
I have not had time to speak with [redacted] myself, but I have authorized the refund and reimbursement. For some reason, she will not allow us to move forward with either option (credit card or check) until we agree to pay her interest, which will are under no obligation to do and will not do. [redacted] needs to inform us as to the exact amount of the bank fee she was charged so we can add this to the refund amount. For the record, her request of 15% interest is not proper and is an illegal amount of interest to charge. I believe she meant to say 15% APR, which would total about $43 were we to agree to pay this.
In order to expedite this matter, we will obtain a certified check tomorrow in the amount of the initial deposit plus a bank charge fee of $35 (assumed amount) and mail this to her.
Kind regards,
Ken F[redacted]
Owner
From: Ken F[redacted] <[redacted]>Date: Tue, Mar 10, 2015 at 11:16 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Cc: Mark L[redacted] <[redacted]>, Dawn S[redacted]...
<[redacted]>[redacted],This is a client from our Fairfax office and Mark L[redacted] (the owner of that office) is working on it. If you need anything from him, please contact him directly.Thanks,KenKenneth G. F[redacted], P.E.Drainage & Erosion Solutions, LLC[redacted]Suite 104Reston, VA 20191([redacted]###-###-#######-###-#### mobile###-###-#### faxwww.drainageanderosion.com[redacted]Like us on [redacted]:https://www.[redacted].[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you...
may update it before sending it.]
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.
Regards,
[redacted] From: [redacted] <[redacted]net>Date: Mon, Dec 28, 2015 at 8:23 PMSubject: Fwd: Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>, Ken F[redacted] <[redacted]@drainageanderosion.com>[redacted], I received my deposit minus a cancellation charge. Considering everything -- Fair enough.Thanks [redacted]
[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 Administratively Resolved]
Complaint: [redacted]
I am
rejecting this response because it is filled with untruths and misleading
statements. I will address each line of their response:
Lines 1
& 2: Drainage & Erosion Solutions (“DES”) demonstrates that it is not dealing
honestly when it implies that because it did not contract with us, the company is somehow not liable. I stated in the original complaint that DES contracted
with the previous owner a FEW days before the sale of the house as part of the
home inspection addendum. DES then supplied us a TRANSFERRABLE 20-year warranty against future
leaks. Revdex.com is in receipt of that warranty.
LINES 3
& 4: The company has not tried to help and Ahria S[redacted] DID do an inspection.
We were waiting for the company to do the repair or diagnostic after the
inspection, which never happened. In their responses, DES makes no mention that
their representative, Ahria S[redacted], who was in charge of our basement work, left
suddenly in July. The first time I learned about this was when [redacted]
called me on August 31. It is likely that Drainage & Erosion simply dropped
the ball after the departure of Ahria S[redacted], but rather than taking responsibility and trying to make things right,
they have adopted a strategy of making misleading and untrue statements about the client. Revdex.com may want to take a
look at [redacted]. Another client posted an account similar to mine
recently, where Ahria S[redacted] stopped responding and the client’s work was never
done correctly. That client contacted everyone at the company, as I have, but
received no response and has had to hire other contractors.
LINE 5: I
have NEVER demanded money from the company; I have only asked that they come
out and follow up on the inspection. The only place where money was ever
mentioned is in my original complaint to Revdex.com, where when asked what resolution
I would like, I wrote “Refund,” since by that point I had already begun the
process of hiring other contractors because there is still mold in my basement
and it needs to be removed. I do think that DES should pay for the contractors
who are now having to come out and fix the problem in my basement, but that is
something I will follow up on a later date, after all the work is done. But to
be clear, I have NEVER directly asked Drainage & Erosion for money. I have
barely been able to speak to any of their representatives at all since they are
generally unresponsive.
LINES 6
& 7: I have never been hostile, and I used one swear word once, which I
have already documented to Revdex.com. DES would like to paint me as a money-grubbing,
swearing client, but the documentation I provided to Revdex.com shows that I have always
been polite and patient with Drainage & Erosion. I also have a voicemail
from Dawn, the Office Manager, from July 10, 2015 where she acknowledges my
problems with Ahria S[redacted]. She also apologizes that [redacted] did not get
back to me before he went on vacation and says she will have Mark L[redacted], the
owner, come out to the property. Mark L[redacted] never came out but sent out Ahria
S[redacted]. That is the day that Ahria did the inspection. All this is documented in
the timeline and documents I sent to Revdex.com. (I can also provide the voicemail by
letting someone listen over the phone or coming down to the Revdex.com offices).
DES has
submitted no documentation, because it has no documentation to support its statements.
I have submitted a number of emails and other documentation to support my
complaint. I have worked with a lot of contractors because our house needed
some work. A reputable company would have taken responsibility for dropping the
ball and worked with the client to make things right – DES chose to ignore the
client until the client posted something on Revdex.com and then DES made untrue and
misleading statements to cover their tracks. This is precisely the type of
company that should be reported to Revdex.com.
Regards,
[redacted]
From: [redacted] <[redacted]>Date: Mon, Sep 14, 2015 at 9:58 AMSubject: For [redacted], Revdex.com: New Development ID [redacted]To: [redacted]Dear Mr. [redacted],I wanted to follow up with some new documentation for complaint [redacted] just posted something on Angie's List that contradicts the statements he made to you and the Revdex.com.In response to a recent bad review by another customer who had an experience similar to mine, Mr. A[redacted] posted that the company had fired Mr. S[redacted] mainly for "neglect of customer service." (see pg. 3 of attachment)In his statements to you and the Revdex.com, Mr. A[redacted] claimed that the company tried several times to come out and perform an inspection or service on my home. Since Mr. S[redacted] was the person managing our basement repairs and follow up and Mr. A[redacted] states that Mr. S[redacted] was fired for neglecting his customers, it is hard to reconcile Mr. A[redacted]' claim that his company tried to perform services on several occasions at my house. You may also note that the customer who filed the attached review had similar problems to mine, where he contacted other people at the company, but never heard back from anyone. The other client also experienced the problems with DES at the same time that I did.Please contact me if you need further information or if I can answer any questions. Sincerely yours,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
[redacted],
I’m not even certain how to begin to position a response to
your inflammatory comments, which are positioned to act as your remediation to
a problem reported by your client.
Clearly, you have no interest in fixing the issue that has been reported
to the Revdex.com, or you would have made a more concentrated
effort to address a way to fix the core of the problem by physically committing
to a repair of the problem instead of trying to continue to market yourself for
additional money via more work (though a very unique approach in attempting to
do so by insulting your client and submitting inflammatory remarks). Though you appear to believe that my husband
and I are incapable of assessing whether or not water is draining from a pipe,
I assure you that we are both highly educated individuals. My husband could easily give you a good run
for your money on any aspect of engineering, whether mechanical or technical in
nature.
I don’t wish to engage in an embattled game of insults via
email exchanges such that you clearly intend to present, the insult of paying
for a service which clearly was not rendered is enough of an insult. The issue is simple and remains the problem
at-hand. My husband and I paid you and
your company to fix a drainage problem, and the problem was not fixed. As a matter of fact, your fix has exacerbated
the situation. There were no caveats and
no conditions applied by you or by your company towards fixing the problem we
asked to have repaired. We did not set a
dollar amount, nor did we set any constraints as to what the repairs needed to
entail. We simply defined our
requirement to a company which claimed to have the expertise to fix our problem. You submitted a proposed fix via your
proposal. We paid you to do the work,
and the services you provided did not fix the problem you were hired to alleviate. It’s that simple. Not sure how else we can describe the
problem. If you paid someone to fix your
transmission and the person accepted your money and worked on your
transmission, only to have it break down again the month after it was repaired,
I highly doubt that you would accept a response of, “well, I did the work and
fixed the problem, it must be something that you are doing.” This is precisely what you are conveying in
your response. Taking pictures of eight
feet or so of the pipe lying in the dirt does nothing to respond to the problem
that there is no drainage occurring from the pipe you installed and it is
draining into our yard instead. Sound
familiar? It should, it’s the same
problem we have been defining to you for the past seven months or so.
To be clear of the facts,
· * You have never met with my husband and me
together at the same time such that you claim in your note where you believe we
were terse with you or presenting a combative or “volatile” situation toward
you.
· * You never stated in writing or otherwise that
your proposed fix may not resolve our problem (though you certainly accepted
our payment).
· * You never stated in writing or otherwise that it
may take multiple attempts to repair the problem. If you had, we would have requested that this
be injected into your proposal as a condition of the repair for which you would
have held accountability towards.
· * You/Drainage Erosion Systems never provided any type of
“maintenance” description toward your work such that you claim was required by
the homeowner to prevent whatever problem that is occurring that you continue
to be unable to define and/or to correct.
To contradict your comment/suspicion, my husband has run a
hose down into all three points of the drain interfaces (both down spouts and
the sump pump discharge) and the water fails to discharge from your installed
“drain emitter,” regardless of how long you leave the hose on or how high the
water volume or pressure is. It does not
take a rocket scientist to determine that water intake should follow the path
of the pipes and exit via your “drain emitter.”
The “drain emitter” is dry as a bone, but our yard remains saturated.
Are we frustrated? We
have tried patience, kindness, and professional ethics. Nothing we have attempted has invoked a
repair, just excuses and insults. Most
individuals would have exhausted their patience after having had your “team”
come to their house multiple times to get the pipe installed in the first
place. Then again, most companies would
have stood behind their work and provided client services to extend follow-up
in ensuring that the issue their client had reported and been paid to fix,
related to the work they performed, was sufficiently addressed. That did not happen, so here we are as we turned
to an agency that we felt might provide assistance in getting the issue
properly addressed.
Regards,
[redacted]
We have tried numerous times to try to resolve this dispute after the initial contact was made by the client at the end of June.Our representative went out to inspect the issue, but a new homeowner had already performed some work on the basement and a follow up appointment was set with the...
owner to evaluate further before warranty work was performed.
I spoke with [redacted] to set a time to go out and continue the evaluation/warranty claim today and she began cussing at me and only wants a full refund, so I declined to continue the conversation.
We have not had an opportunity to inspect or repair the waterproofing fully, including the ability to excavate the area we worked on, and the new homeowner is not cooperative.
We need to perform warranty work and will not honor the warranty if the third party they contracted begins work where we performed work before allowing us to correct any problems, if they exist.
Please contact Mark L[redacted] at ###-###-#### to set up a warranty call.
thank you,
[redacted] A[redacted]
Operations Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
[redacted], and find that this resolution is satisfactory . The refund
amount should include the bank fee of $35 and initial payment of $3,466 (at
minimum). It is only fair for the company to pay interest (yes, APR) for the company’s
delay in issuing the refund.
For the record, [redacted] and the company’s account manager said the company could not issue
a certified check. I requested a certified check numerous times because the
company's bank check bounced for insufficient funds last week and because I was
initially told the company could not issue a refund via credit card and
had to issue the refund via check. If the company could have issued the refund via credit card, then the refund should have been issued via credit
card weeks ago when the company first agreed to honor my request for a refund and we could have avoided thissituation. However, throughout
the process (until last week), the company said this could not be done.
It is very unfortunate that
I had to go through Revdex.com for the owner tofinally take my complaint serious and respond directly to my request.
I am happy to hear the company
will now be able to issue a refund via certified check. The certified check should be
mailed to me at [redacted]. Since the
first check supposedly was sent to the wrong address, I also request to receive
confirmation from the company of when the check is mailed and to where it is
mailed (perhaps using the [redacted] tracking system).
Regards,
[redacted]
From: Dawn S[redacted] <[redacted]>Date: Fri, Mar 13, 2015 at 7:58 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Good Morning [redacted],I spoke with [redacted], Operations Manager for Drainage and Erosion Solutions. He indicated that he has resolved the issue with Mr. [redacted] with regard to the complaint ([redacted]).Sincerely,Dawn S[redacted]Office ManagerDrainage and Erosion Solutions Fairfax, LLC[redacted]Falls Church, VA 22042Office: ###-###-####Fax: ###-###-####Cell: ###-###-####
This is the response letter prepared by our designer, Evan A[redacted]:
**. and [redacted],
It has come to my attention that you have reached out to the Revdex.com regarding the integrity and functionality of...
a drainage system that Drainage & Erosion Solutions, LLC installed in your yard. I am deeply sorry you feel in such a way. Last we had spoken was after we had returned to expose the pipe you had assured me was leaking. After we excavated and found that there was upwelling water in that area and not a leaky pipe, I had written up a discounted contract offering a solution to the newly found problem. The drainage system we installed, and I explained to you, was to re-grade along the foundation for positive drainage and extend downspouts and a sump pump discharge to improve yard area and reduce the amount of surface water flowing through the backyard area, and also reduce the amount of water that your foundation drain was encountering.
When on site, the multiple times you had me come out to inspect the system, I actually noticed a great decrease in the amount of water coming from the sump pump after and during a rain event. Please remember when I explained this project might need to be evaluated in several phases, and the most critical phase in any well designed drainage system is how to handle focalized volumes of water gathering around the foundation and uphill.
I am sorry you have not tried to reach out to me before making the decision to goto the Revdex.com. I am here to stand by my clients, but also my projects. I hope you consider giving us a second chance to mitigate the existing small amount of work left to completely solve your drainage needs.
Thanks,
Evan A[redacted]
Project Manager/Drainage Specialist
[redacted]@drainageanderosion.com
Mobile#([redacted]
This person did not contract Drainage and Erosion Solutions to perform work.
We are surprised Revdex.com would even publish this review.
We tried to help and offered to inspect what they were referring to.We were not allowed to perform warranty work, even after offering to perform warranty work to this new homeowner, to areas we worked on.
They are demanding money from our company, even though they did not pay us for any work, yet contracted new companies to fix our work?
This person cusses on the phone when we try to schedule a service request,and has been hostile each time we've tried to help them.
Something doesn't make sense...
Drainage and Erosion Solutions
From: Ken F [redacted] < [redacted] >Date: Tue, Mar 10, at 11:AMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] >Cc: Mark L [redacted] < [redacted] >, Dawn S [redacted] < [redacted] >***,This is a client from our Fairfax office and Mark L [redacted] (the owner of that office) is working on itIf you need anything from him, please contact him directly.Thanks,KenKenneth GF
*, P.E.Drainage & Erosion Solutions, LLC [redacted] ***Suite 104Reston, VA 20191( [redacted] ###-###-#######-###-#### mobile###-###-#### faxwww.drainageanderosion.com [redacted] Like us on [redacted] :https://www[redacted] [redacted]
We have tried numerous times to try to resolve this dispute after the initial contact was made by the client at the end of June.Our representative went out to inspect the issue, but a new homeowner had already performed some work on the basement and a follow up appointment was set with the owner to evaluate further before warranty work was performedI spoke with [redacted] to set a time to go out and continue the evaluation/warranty claim today and she began cussing at me and only wants a full refund, so I declined to continue the conversationWe have not had an opportunity to inspect or repair the waterproofing fully, including the ability to excavate the area we worked on, and the new homeowner is not cooperativeWe need to perform warranty work and will not honor the warranty if the third party they contracted begins work where we performed work before allowing us to correct any problems, if they existPlease contact Mark L [redacted] at ###-###-#### to set up a warranty callthank you, [redacted] A [redacted] Operations Manager
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because it is filled with untruths and misleading statementsI will address each line of their response: Lines & 2: Drainage & Erosion Solutions (“DES”) demonstrates that it is not dealing honestly when it implies that because it did not contract with us, the company is somehow not liableI stated in the original complaint that DES contracted with the previous owner a FEW days before the sale of the house as part of the home inspection addendumDES then supplied us a TRANSFERRABLE 20-year warranty against future leaksRevdex.com is in receipt of that warranty LINES & 4: The company has not tried to help and Ahria S [redacted] DID do an inspection We were waiting for the company to do the repair or diagnostic after the inspection, which never happenedIn their responses, DES makes no mention that their representative, Ahria S***, who was in charge of our basement work, left suddenly in JulyThe first time I learned about this was when [redacted] A [redacted] called me on August It is likely that Drainage & Erosion simply dropped the ball after the departure of Ahria S***, but rather than taking responsibility and trying to make things right, they have adopted a strategy of making misleading and untrue statements about the clientRevdex.com may want to take a look at [redacted] ***Another client posted an account similar to mine recently, where Ahria S [redacted] stopped responding and the client’s work was never done correctlyThat client contacted everyone at the company, as I have, but received no response and has had to hire other contractors LINE 5: I have NEVER demanded money from the company; I have only asked that they come out and follow up on the inspectionThe only place where money was ever mentioned is in my original complaint to Revdex.com, where when asked what resolution I would like, I wrote “Refund,” since by that point I had already begun the process of hiring other contractors because there is still mold in my basement and it needs to be removedI do think that DES should pay for the contractors who are now having to come out and fix the problem in my basement, but that is something I will follow up on a later date, after all the work is doneBut to be clear, I have NEVER directly asked Drainage & Erosion for moneyI have barely been able to speak to any of their representatives at all since they are generally unresponsive LINES & 7: I have never been hostile, and I used one swear word once, which I have already documented to Revdex.comDES would like to paint me as a money-grubbing, swearing client, but the documentation I provided to Revdex.com shows that I have always been polite and patient with Drainage & ErosionI also have a voicemail from Dawn, the Office Manager, from July 10, where she acknowledges my problems with Ahria S
*She also apologizes that [redacted] A [redacted] did not get back to me before he went on vacation and says she will have Mark L***, the owner, come out to the propertyMark L [redacted] never came out but sent out Ahria S
*That is the day that Ahria did the inspectionAll this is documented in the timeline and documents I sent to Revdex.com(I can also provide the voicemail by letting someone listen over the phone or coming down to the Revdex.com offices) DES has submitted no documentation, because it has no documentation to support its statements I have submitted a number of emails and other documentation to support my complaintI have worked with a lot of contractors because our house needed some workA reputable company would have taken responsibility for dropping the ball and worked with the client to make things right – DES chose to ignore the client until the client posted something on Revdex.com and then DES made untrue and misleading statements to cover their tracksThis is precisely the type of company that should be reported to Revdex.com Regards, [redacted] From: [redacted] < [redacted] >Date: Mon, Sep 14, at 9:AMSubject: For [redacted] , Revdex.com: New Development ID [redacted] To: [redacted] Dear Mr [redacted] ,I wanted to follow up with some new documentation for complaint [redacted] [redacted] A [redacted] just posted something on Angie's List that contradicts the statements he made to you and the Revdex.com.In response to a recent bad review by another customer who had an experience similar to mine, MrA [redacted] posted that the company had fired MrS [redacted] mainly for "neglect of customer service." (see pgof attachment)In his statements to you and the Revdex.com, MrA [redacted] claimed that the company tried several times to come out and perform an inspection or service on my homeSince MrS [redacted] was the person managing our basement repairs and follow up and MrA [redacted] states that MrS [redacted] was fired for neglecting his customers, it is hard to reconcile MrA***' claim that his company tried to perform services on several occasions at my houseYou may also note that the customer who filed the attached review had similar problems to mine, where he contacted other people at the company, but never heard back from anyoneThe other client also experienced the problems with DES at the same time that I did.Please contact me if you need further information or if I can answer any questionsSincerely yours, [redacted]
This person did not contract Drainage and Erosion Solutions to perform workWe are surprised Revdex.com would even publish this reviewWe tried to help and offered to inspect what they were referring to.We were not allowed to perform warranty work, even after offering to perform warranty work to this new homeowner, to areas we worked onThey are demanding money from our company, even though they did not pay us for any work, yet contracted new companies to fix our work? This person cusses on the phone when we try to schedule a service request,and has been hostile each time we've tried to help themSomething doesn't make senseDrainage and Erosion Solutions
From: Dawn S [redacted] < [redacted] >Date: Fri, Mar 13, at 7:AMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] >Good Morning [redacted] ,I spoke with [redacted] A***, Operations Manager for Drainage and Erosion Solutions He indicated that he has resolved the issue with Mr [redacted] with regard to the complaint ( [redacted] ).Sincerely,Dawn S [redacted] Office ManagerDrainage and Erosion Solutions Fairfax, LLC [redacted] ***Falls Church, VA 22042Office: ###-###-####Fax: ###-###-####Cell: ###-###-####
From: Dave R*** Date: Fri, Jan 30, at 3:PMSubject: Re: My E-mail AddressTo: *** *** Cc: *** *** ?***,My project manager (Andres C***) informs
me that this fence was repaired some time ago (early December)Photos were taken showing the repairs that we did and can be made available if you wishPlease feel free to contact me by email or telephone if I can be of further assistance.Thanks,DaveDave R***, Sales ManagerDrainage & Erosion Solutions, LLC*** *** *** ***
*** ***Reston, VA 20191###-###-#### mobile###-###-#### fax[www.drainageanderosion.com]www.drainageanderosion.com***?Like us on FaceBook:https://www.facebook.com/pages/Drainage-Erosion-Solutions-LLC/14***
This is the direct reply from our project manager, Evan A***, who is most familiar with this project:
***,
I see you rejected our comment and I was prepared for that. I see you said in your comment that you stated "French drains do not equate to a small amount of work." I was wondering who was the drainage professional that made that determination and stated that our system is not working.
The small 20', or possibly less, of french drain equates to approximateley $for us to install itIn the end without the mobilization charge that would be discounted, and the charge to cut across the large asphalt driveway that is actively damning water in the low area of your backyard for approx 20' to adapt a 4" drain pipe to terminate to wood line would be around $1300, with a 10-year warranty, just like the functioning system at your home
The reason I did not provide a proposal is because the manner you and your husband took toward me after I had told you that it might be a little more work after repeatedly returning to inspect the fully functioning systemSo I did what anybody naturally would do and back away from the volatile situation that you and your husband started brewing between DES and yourselfs. Remember that you are on a hill and just so happens that currently the wettest part of your yard is also the lowest, thus more drainage needed if we have not placed any drainage in that areaHow can we warranty something that is not installed?
I find it hard to believe your yard is worse so I want you to test the system yourself with a hose on a dry day and tell me were all the water is goingIt will slowly trickle through the large 6" Diameter SOLID, Glued, PVC pipe to a drainage Outlet constructed using 1" to 3" river jack gravelWhen at capacity the 6" pipe will disperse the large amount of water from all the uphill focalized volumes of water, sump pump discharge and roof water runoff upward through the pdrain emitterWhen the active outflow subsides it will then collect at the pdrain emitter and seep through the weep hole you described in your reply.
Please note again that the water accumulating at the pmight take a day or two to runoff because the soils are already fully saturated from diverting your sump discharge away from the middle of your backyard to outside your yard so that makes the percolation rate much slowerAlso keep in mind that none of the drainage systems installed by DES allow water to infiltrate from the low Corner of your yard, which makes our warranty non-applicable.
Again, I will be happy to resolve this situation only if we can move forward in a more friendly mannerI do hope to hear back from you soon.
Thanks,
Evan A***
Project Manager/Drainage Specialist
***@drainageanderosion.com
Mobile####-###-####
We have informed [redacted] on many occasions that we would refund her deposit and reimburse her for the returned check fee. We can do this either through a credit card refund or a certified check. She has spoken with our office manager, Jeanette G[redacted], as she described in her letter. [redacted]...
speaks for me and has followed my instructions to resolve this issue.
I have not had time to speak with [redacted] myself, but I have authorized the refund and reimbursement. For some reason, she will not allow us to move forward with either option (credit card or check) until we agree to pay her interest, which will are under no obligation to do and will not do. [redacted] needs to inform us as to the exact amount of the bank fee she was charged so we can add this to the refund amount. For the record, her request of 15% interest is not proper and is an illegal amount of interest to charge. I believe she meant to say 15% APR, which would total about $43 were we to agree to pay this.
In order to expedite this matter, we will obtain a certified check tomorrow in the amount of the initial deposit plus a bank charge fee of $35 (assumed amount) and mail this to her.
Kind regards,
Ken F[redacted]
Owner
From: Ken F[redacted] <[redacted]>Date: Tue, Mar 10, 2015 at 11:16 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Cc: Mark L[redacted] <[redacted]>, Dawn S[redacted]...
<[redacted]>[redacted],This is a client from our Fairfax office and Mark L[redacted] (the owner of that office) is working on it. If you need anything from him, please contact him directly.Thanks,KenKenneth G. F[redacted], P.E.Drainage & Erosion Solutions, LLC[redacted]Suite 104Reston, VA 20191([redacted]###-###-#######-###-#### mobile###-###-#### faxwww.drainageanderosion.com[redacted]Like us on [redacted]:https://www.[redacted].[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you...
may update it before sending it.]
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.
Regards,
[redacted] From: [redacted] <[redacted]net>Date: Mon, Dec 28, 2015 at 8:23 PMSubject: Fwd: Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>, Ken F[redacted] <[redacted]@drainageanderosion.com>[redacted], I received my deposit minus a cancellation charge. Considering everything -- Fair enough.Thanks [redacted]
[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 Administratively Resolved]
Complaint: [redacted]
I am
rejecting this response because it is filled with untruths and misleading
statements. I will address each line of their response:
Lines 1
& 2: Drainage & Erosion Solutions (“DES”) demonstrates that it is not dealing
honestly when it implies that because it did not contract with us, the company is somehow not liable. I stated in the original complaint that DES contracted
with the previous owner a FEW days before the sale of the house as part of the
home inspection addendum. DES then supplied us a TRANSFERRABLE 20-year warranty against future
leaks. Revdex.com is in receipt of that warranty.
LINES 3
& 4: The company has not tried to help and Ahria S[redacted] DID do an inspection.
We were waiting for the company to do the repair or diagnostic after the
inspection, which never happened. In their responses, DES makes no mention that
their representative, Ahria S[redacted], who was in charge of our basement work, left
suddenly in July. The first time I learned about this was when [redacted]
called me on August 31. It is likely that Drainage & Erosion simply dropped
the ball after the departure of Ahria S[redacted], but rather than taking responsibility and trying to make things right,
they have adopted a strategy of making misleading and untrue statements about the client. Revdex.com may want to take a
look at [redacted]. Another client posted an account similar to mine
recently, where Ahria S[redacted] stopped responding and the client’s work was never
done correctly. That client contacted everyone at the company, as I have, but
received no response and has had to hire other contractors.
LINE 5: I
have NEVER demanded money from the company; I have only asked that they come
out and follow up on the inspection. The only place where money was ever
mentioned is in my original complaint to Revdex.com, where when asked what resolution
I would like, I wrote “Refund,” since by that point I had already begun the
process of hiring other contractors because there is still mold in my basement
and it needs to be removed. I do think that DES should pay for the contractors
who are now having to come out and fix the problem in my basement, but that is
something I will follow up on a later date, after all the work is done. But to
be clear, I have NEVER directly asked Drainage & Erosion for money. I have
barely been able to speak to any of their representatives at all since they are
generally unresponsive.
LINES 6
& 7: I have never been hostile, and I used one swear word once, which I
have already documented to Revdex.com. DES would like to paint me as a money-grubbing,
swearing client, but the documentation I provided to Revdex.com shows that I have always
been polite and patient with Drainage & Erosion. I also have a voicemail
from Dawn, the Office Manager, from July 10, 2015 where she acknowledges my
problems with Ahria S[redacted]. She also apologizes that [redacted] did not get
back to me before he went on vacation and says she will have Mark L[redacted], the
owner, come out to the property. Mark L[redacted] never came out but sent out Ahria
S[redacted]. That is the day that Ahria did the inspection. All this is documented in
the timeline and documents I sent to Revdex.com. (I can also provide the voicemail by
letting someone listen over the phone or coming down to the Revdex.com offices).
DES has
submitted no documentation, because it has no documentation to support its statements.
I have submitted a number of emails and other documentation to support my
complaint. I have worked with a lot of contractors because our house needed
some work. A reputable company would have taken responsibility for dropping the
ball and worked with the client to make things right – DES chose to ignore the
client until the client posted something on Revdex.com and then DES made untrue and
misleading statements to cover their tracks. This is precisely the type of
company that should be reported to Revdex.com.
Regards,
[redacted]
From: [redacted] <[redacted]>Date: Mon, Sep 14, 2015 at 9:58 AMSubject: For [redacted], Revdex.com: New Development ID [redacted]To: [redacted]Dear Mr. [redacted],I wanted to follow up with some new documentation for complaint [redacted] just posted something on Angie's List that contradicts the statements he made to you and the Revdex.com.In response to a recent bad review by another customer who had an experience similar to mine, Mr. A[redacted] posted that the company had fired Mr. S[redacted] mainly for "neglect of customer service." (see pg. 3 of attachment)In his statements to you and the Revdex.com, Mr. A[redacted] claimed that the company tried several times to come out and perform an inspection or service on my home. Since Mr. S[redacted] was the person managing our basement repairs and follow up and Mr. A[redacted] states that Mr. S[redacted] was fired for neglecting his customers, it is hard to reconcile Mr. A[redacted]' claim that his company tried to perform services on several occasions at my house. You may also note that the customer who filed the attached review had similar problems to mine, where he contacted other people at the company, but never heard back from anyone. The other client also experienced the problems with DES at the same time that I did.Please contact me if you need further information or if I can answer any questions. Sincerely yours,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
[redacted],
I’m not even certain how to begin to position a response to
your inflammatory comments, which are positioned to act as your remediation to
a problem reported by your client.
Clearly, you have no interest in fixing the issue that has been reported
to the Revdex.com, or you would have made a more concentrated
effort to address a way to fix the core of the problem by physically committing
to a repair of the problem instead of trying to continue to market yourself for
additional money via more work (though a very unique approach in attempting to
do so by insulting your client and submitting inflammatory remarks). Though you appear to believe that my husband
and I are incapable of assessing whether or not water is draining from a pipe,
I assure you that we are both highly educated individuals. My husband could easily give you a good run
for your money on any aspect of engineering, whether mechanical or technical in
nature.
I don’t wish to engage in an embattled game of insults via
email exchanges such that you clearly intend to present, the insult of paying
for a service which clearly was not rendered is enough of an insult. The issue is simple and remains the problem
at-hand. My husband and I paid you and
your company to fix a drainage problem, and the problem was not fixed. As a matter of fact, your fix has exacerbated
the situation. There were no caveats and
no conditions applied by you or by your company towards fixing the problem we
asked to have repaired. We did not set a
dollar amount, nor did we set any constraints as to what the repairs needed to
entail. We simply defined our
requirement to a company which claimed to have the expertise to fix our problem. You submitted a proposed fix via your
proposal. We paid you to do the work,
and the services you provided did not fix the problem you were hired to alleviate. It’s that simple. Not sure how else we can describe the
problem. If you paid someone to fix your
transmission and the person accepted your money and worked on your
transmission, only to have it break down again the month after it was repaired,
I highly doubt that you would accept a response of, “well, I did the work and
fixed the problem, it must be something that you are doing.” This is precisely what you are conveying in
your response. Taking pictures of eight
feet or so of the pipe lying in the dirt does nothing to respond to the problem
that there is no drainage occurring from the pipe you installed and it is
draining into our yard instead. Sound
familiar? It should, it’s the same
problem we have been defining to you for the past seven months or so.
To be clear of the facts,
· * You have never met with my husband and me
together at the same time such that you claim in your note where you believe we
were terse with you or presenting a combative or “volatile” situation toward
you.
· * You never stated in writing or otherwise that
your proposed fix may not resolve our problem (though you certainly accepted
our payment).
· * You never stated in writing or otherwise that it
may take multiple attempts to repair the problem. If you had, we would have requested that this
be injected into your proposal as a condition of the repair for which you would
have held accountability towards.
· * You/Drainage Erosion Systems never provided any type of
“maintenance” description toward your work such that you claim was required by
the homeowner to prevent whatever problem that is occurring that you continue
to be unable to define and/or to correct.
To contradict your comment/suspicion, my husband has run a
hose down into all three points of the drain interfaces (both down spouts and
the sump pump discharge) and the water fails to discharge from your installed
“drain emitter,” regardless of how long you leave the hose on or how high the
water volume or pressure is. It does not
take a rocket scientist to determine that water intake should follow the path
of the pipes and exit via your “drain emitter.”
The “drain emitter” is dry as a bone, but our yard remains saturated.
Are we frustrated? We
have tried patience, kindness, and professional ethics. Nothing we have attempted has invoked a
repair, just excuses and insults. Most
individuals would have exhausted their patience after having had your “team”
come to their house multiple times to get the pipe installed in the first
place. Then again, most companies would
have stood behind their work and provided client services to extend follow-up
in ensuring that the issue their client had reported and been paid to fix,
related to the work they performed, was sufficiently addressed. That did not happen, so here we are as we turned
to an agency that we felt might provide assistance in getting the issue
properly addressed.
Regards,
[redacted]
We have tried numerous times to try to resolve this dispute after the initial contact was made by the client at the end of June.Our representative went out to inspect the issue, but a new homeowner had already performed some work on the basement and a follow up appointment was set with the...
owner to evaluate further before warranty work was performed.
I spoke with [redacted] to set a time to go out and continue the evaluation/warranty claim today and she began cussing at me and only wants a full refund, so I declined to continue the conversation.
We have not had an opportunity to inspect or repair the waterproofing fully, including the ability to excavate the area we worked on, and the new homeowner is not cooperative.
We need to perform warranty work and will not honor the warranty if the third party they contracted begins work where we performed work before allowing us to correct any problems, if they exist.
Please contact Mark L[redacted] at ###-###-#### to set up a warranty call.
thank you,
[redacted] A[redacted]
Operations Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
[redacted], and find that this resolution is satisfactory . The refund
amount should include the bank fee of $35 and initial payment of $3,466 (at
minimum). It is only fair for the company to pay interest (yes, APR) for the company’s
delay in issuing the refund.
For the record, [redacted] and the company’s account manager said the company could not issue
a certified check. I requested a certified check numerous times because the
company's bank check bounced for insufficient funds last week and because I was
initially told the company could not issue a refund via credit card and
had to issue the refund via check. If the company could have issued the refund via credit card, then the refund should have been issued via credit
card weeks ago when the company first agreed to honor my request for a refund and we could have avoided thissituation. However, throughout
the process (until last week), the company said this could not be done.
It is very unfortunate that
I had to go through Revdex.com for the owner tofinally take my complaint serious and respond directly to my request.
I am happy to hear the company
will now be able to issue a refund via certified check. The certified check should be
mailed to me at [redacted]. Since the
first check supposedly was sent to the wrong address, I also request to receive
confirmation from the company of when the check is mailed and to where it is
mailed (perhaps using the [redacted] tracking system).
Regards,
[redacted]
From: Dawn S[redacted] <[redacted]>Date: Fri, Mar 13, 2015 at 7:58 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Good Morning [redacted],I spoke with [redacted], Operations Manager for Drainage and Erosion Solutions. He indicated that he has resolved the issue with Mr. [redacted] with regard to the complaint ([redacted]).Sincerely,Dawn S[redacted]Office ManagerDrainage and Erosion Solutions Fairfax, LLC[redacted]Falls Church, VA 22042Office: ###-###-####Fax: ###-###-####Cell: ###-###-####
This is the response letter prepared by our designer, Evan A[redacted]:
**. and [redacted],
It has come to my attention that you have reached out to the Revdex.com regarding the integrity and functionality of...
a drainage system that Drainage & Erosion Solutions, LLC installed in your yard. I am deeply sorry you feel in such a way. Last we had spoken was after we had returned to expose the pipe you had assured me was leaking. After we excavated and found that there was upwelling water in that area and not a leaky pipe, I had written up a discounted contract offering a solution to the newly found problem. The drainage system we installed, and I explained to you, was to re-grade along the foundation for positive drainage and extend downspouts and a sump pump discharge to improve yard area and reduce the amount of surface water flowing through the backyard area, and also reduce the amount of water that your foundation drain was encountering.
When on site, the multiple times you had me come out to inspect the system, I actually noticed a great decrease in the amount of water coming from the sump pump after and during a rain event. Please remember when I explained this project might need to be evaluated in several phases, and the most critical phase in any well designed drainage system is how to handle focalized volumes of water gathering around the foundation and uphill.
I am sorry you have not tried to reach out to me before making the decision to goto the Revdex.com. I am here to stand by my clients, but also my projects. I hope you consider giving us a second chance to mitigate the existing small amount of work left to completely solve your drainage needs.
Thanks,
Evan A[redacted]
Project Manager/Drainage Specialist
[redacted]@drainageanderosion.com
Mobile#([redacted]
This person did not contract Drainage and Erosion Solutions to perform work.
We are surprised Revdex.com would even publish this review.
We tried to help and offered to inspect what they were referring to.We were not allowed to perform warranty work, even after offering to perform warranty work to this new homeowner, to areas we worked on.
They are demanding money from our company, even though they did not pay us for any work, yet contracted new companies to fix our work?
This person cusses on the phone when we try to schedule a service request,and has been hostile each time we've tried to help them.
Something doesn't make sense...
Drainage and Erosion Solutions