Family Waterproofing Solutions

I am rejecting this response because:-walk through was cancelled because when I received email confirming time and date I had apparently placed this on my calendar incorrectly-Any prep work that had been discussed was done during the initial meeting with the original ownerThis was long before the work was done and much time had passed since then and we did not recall being told that we had to remove the drywallDue to this we had to set a new date.I had moved items into the center of the rooms with the exception of one shelving unit that I had removed all of the items off of and I thought that they would be able to move away from the wallI never said that I had hoped they could just do the prep work for meI may have criedI may have said that most of the items in the basement belonged to the previous ownerThey did, but I do not see how this has anything to do with the issue at hand.-When the work was done I thought the concrete would settleI was not familiar with concrete work at the timeMy husband then came home and he was not happy with the finished product at allI called and spoke with *** [redacted] came out and did a terrible patch job that served no purpose My husband again came home and was not happyI was leaving town at this timeWhen I returned my husband and I discussed this furtherI had to leave town againWhen I returned I contacted ***I sent photosi called several times and emailed- [redacted] came out o see the work with *** [redacted] was clearly not satisfied and said that he could try to break out pieces and level the concrete but it would likely not look much better as they were not concrete workers...??He offered to remove the system and refund our moneyWe agreed to this and I called the bank to ask them how we would go about doing thisit was simple, they would just send the money back to the bankI gave them ***s number [redacted] had changed his mindHe didn't want to throw up any red flagsHe then offered to break it all out and redo it or give us $I said you are no longer going to honor your offer to us and he said he couldn'tI called my husband who did not want them to do the work as we had been told already that they couldn't properly do it and $would not be enough to have the work repairedI called [redacted] back and here we are._

The ID is *** **Customer is *** and *** ***, Pontiac IL *** called 5/9/for an estimate. We went out on 5/10/17. There was an extreme amount of communication via phone and email. She and her husband were purchasing the home from a woman named ***
***. We worked closely with both agents, the seller and the buyer. We wrote emails, re-wrote contracts, provided all information that was asked of us. In addition to discounting the contract amountWe spoke extensively for monthsWe talked about the customer prep work to be completed as well as walk thru and installation. We scheduled all the work to be completed (7/10/walk thru and 7/13/install)We had received a check from the trust (which we held until the work was complete), from the seller paying for the installation. She canceled the walk thru for personal reasons and was unable to get anyone else there for it to be completed. We showed up the morning of the install and they (*** and ***) did not complete any of the prep work that we talked about. She was crying about the amount of items (***) left behind, and they just were not able to deal with all this. She had hoped that we would just do that for her. I explained to her again, that is not work we offer, we only do the waterproofing portion. The crew had to leave, costing me a days pay for labor (7/13/17). We rescheduled the work (8/and 8/15), completed the work and she was happyIn fact there was additional work completed at no charge, because the scope of work was changed. All of this would have been addressed in the walk thruThey were so happy they allowed their child to put hand prints in the new concrete A few weeks later she reached out and mentioned her husband (***) didn't like an area of concreteThey were still completely dry, and the system is functioning as it should. It was solely an aesthetic reason. I told her no p***lem, I will send out our foreman, ***. She was thankful, and I explained to show him what you would like corrected, and when you are happy he will leave. *** went on 8/28/and fixed the spots she wanted done. She talked with him about how silly it was as they were putting flooring down, but her husband wanted it done. We did what was asked under warranty, but really wasn't warranty work. We just wanted them to feel good about the install. Months later, she called complaining about the same concrete work she was happy with after *** left. I talked and emailed with her, and sent my husband (***, Owner) and *** so the stories were the same (12/18/17). It is now mid December and she is upset and wants money back. The system is still functioning. We spoke with the trust/bank. This is not her money and would need to go back into the trust. We offered her two options, one was to go back in and breakout and replace any area of concrete they felt was not to par. The second option was to refund the value of the day labor and material (to the trust) and she could work out the details with the bank. She said sounds good, I'll talk to my husband. Then called back and said NO to either option. We have not ever received a bad review on any media since the day we opened. I have never once had any communication with *** ***, everything has been done through ***. The stories that she calls with have continued to change and there seems to an elaborate addition each time we spoke. I am more than happy to provide you with any and all paperwork and written communications needed. We take our reputation very seriously and even though this is extremely upsetting (especially because it is not true), we know sometimes there is nothing more you can do more for a person. They started out needy and helpless, which is why so much time and effort was given to them. In the end they turned out to be very vindictive and attacked our business on all review outlets. They have also threatened a lawsuit. Having said that, we have not responded to any of their online or offline actions. We feel strongly we have gone above and beyond what was required. Please let me know if you would like to talk more about this. Sincerely- *** *** Owner/Operator *** *** Personal Cell Family Waterproofing Solutions IncS94th AveSuite # Orland Park, IL (708) 330- Eastland Drive Suite #Bloomington, IL (309) 517- (866) 851-www.famws.com

I am rejecting this response because:-walk through was cancelled because when I received email confirming time and date I had apparently placed this on my calendar incorrectly. -Any prep work that had been discussed was done during the initial meeting with the original owner. This was long before the work was done and much time had passed since then and we did not recall being told that we had to remove the drywall. Due to this we had to set a new date.I had moved items into the center of the rooms with the exception of one shelving unit that I had removed all of the items off of and I thought that they would be able to move away from the wall. I never said that I had hoped they could just do the prep work for me. I may have cried. I may have said that most of the items in the basement belonged to the previous owner. They did, but I do not see how this has anything to do with the issue at hand.-When the work was done I thought the concrete would settle. I was not familiar with concrete work at the time. My husband then came home and he was not happy with the finished product at all. I called and spoke with [redacted] came out and did a terrible patch job that served no purpose.  My husband again came home and was not happy. I was leaving town at this time. When I returned my husband and I discussed this further. I had to leave town again. When I returned I contacted [redacted]. I sent photos. I called several times and emailed. - [redacted] came out o see the work with [redacted] was clearly not satisfied and said that he could try to break out pieces and level the concrete but it would likely not look much better as they were not concrete workers. ...??... He offered to remove the system and refund our money. We agreed to this and I called the bank to ask them how we would go about doing this. it was simple, they would just send the money back to the bank. I gave them [redacted]s number. [redacted] had changed his mind. He didn't want to throw up any red flags. He then offered to break it all out and redo it or give us $800. I said you are no longer going to honor your offer to us and he said he couldn't. I called my husband who did not want them to do the work as we had been told already that they couldn't properly do it and $800 would not be enough to have the work repaired. I called [redacted] back and here we are._

Thank you for taking the time to talk to me again about this issue.  We did offer 2 options to try and make the [redacted]'s happy.  She was fine when talking to [redacted] about the options, and said she will need to discuss them with her husband to decide which one they wanted to do.  This is post the conversation she is talking about.   They were as previously stated.  1- Come in and breakout the concrete in the areas they were unhappy with and re lay it.  2- Refund a small portion of the work back to the trust so they could have someone else come out to do the work, per Andrea.  Again, we explained should you choose to do that, your warranty is null and void on the system.  This is per our conditions on the contract.  She called back and said her husband said, "No".  Her entire personality had change.  She then threatened legal action against us and hung up on [redacted].  Since that point we have had no future communication with the [redacted]'s.   We felt that our offers were more than fair since there was not actually an issue with the system we put in place. Please let me know if there is any additional information you will need.  Sincerely-[redacted]