This correspondence is in response to the complaint filed by Mr*** ***.Ohio State Waterproofing prides itself on Customer Service, and we are always striving to be the best in accomodating our Customers.Unfortunately, there are times we may fall short of our Customer's expectations, which
was the case with MrEdwards.We have reached out to him, and have scheduled the Service call during a time that was convenient for him.We feel that this particular situation has taught us something, and we are glad to have been able to resolve the issue.Should you need any other information, or should MrEdwards be in need of any further service, we welcome your phone call
Initial Business Response /* (1000, 8, 2015/08/26) */
We have contract the homeowner and resolved this complaint
We believe we have resolved the homeowners concerns, however we would like a few extra days to give this our final replyPlease confirm this with the homeowner
Initial Business Response /* (1000, 5, 2015/07/07) */
We have scheduled service for July 28, We believe we have came to an agreement for resolution of this complaint
This response is filled with several inaccuracies and it is quite shamefulFirst, I did not ask them to hold off with the financing so that I could check with other financial institutions*** Bank was presented as the only option to meFurthermore, having accepted their offer does not mean that the terms of the secured interest were explained clearly to meIf I had known that a lien was to be put on my home as part of the contract I would never had agreed to the termsThis was quite deceptiveSecondly, the March 5th conversation was only a confirmation that they were coming to do the job and there was no discussion about me accepting the offer at that timeIn fact, the work was completed in March Finally, I have spoken to several representatives from Ohio State Waterproofing and a representative from *** BankI spoke with a representative on 8/at Ohio State Waterproofing who indicated that the lien could be removed once paperwork was completed because they have done this beforeIf they have tried to reach me after 8/19, my home number has been disconnected because I have relocated out of state (in anticipation that my home was sold)However, I provided *** Bank with my new address and cell phone number
My request is simple: I would like the lien removed so that my home sale can go throughI have paid the loan on time every month for 4+ years and have never missed a paymentIf it is true that Ohio State Waterproofing has removed liens in the past, I would appreciate the same consideration as I see no reason I should be denied my requestI expect a speedy resolution to this matter
Initial Business Response /* (1000, 8, 2015/11/23) */
***
Please be advised that the undersigned is counsel for the above-captioned clientPlease send
all future correspondence to this law officeI am in receipt of the above-captioned complaintPlease accept this correspondence as my client's response to that complaint
My client categorically denies each and every allegation as set forth by *** ***This matter is currently pending litigation and it would be inappropriate to set forth each and every legal aspect of this matter in this forum in light of that factThat being said there are a few factual misrepresentations that my client will have the record reflect:
When ***'s mother purchased services she was not years old, she was years old;
This consumer purchased services because she had extensive damages to her basement from water intrusion, like many homeowners in NE OH;
This consumer originally wanted her entire basement protected and waterproofed; she decided to change the scope of the work to cover one wall leaving the rest of her basement exposed to the same issues she was experiencing;
This work was done years ago and nobody ever took issue with any work performed until "***" became involved; in fact this consumer was so happy with our work that she would call our employees to come over and ask them to do other work for her;
*** has claimed certain damages which the company took at face value; however, it became apparent that the damages that *** alleges were all pre-existing conditions when documents and pictures came to light during this process; and
As a result of #(the intentional misrepresentation that the basement experienced new damages when in fact all the issues were pre-existing) the parties agreed to go to arbitration
As such, this consumer does have an avenue to have her allegation addressed, and it is in Arbitration where the parties have agreed to submit this claimWe are confident that the judicial process will illustrate all of these facts
Very truly yours,
Michael *D***
Initial Business Response /* (1000, 5, 2016/02/10) */
[redacted]
Since many consumers may not read the entire details of this complaint, let me summarize. Mr. [redacted] competes in the basement...
waterproofing industry and he is listed with the Akron Revdex.com as a mason that does waterproofing. We wonder why Mr. [redacted] would get an estimate from another waterproofing company when he can do the work himself at his cost plus materials. We question his motive.
Mr. [redacted] makes the statement that he couldn't find any positive comments about our company. Please read the Revdex.com customer reviews or Google reviews, we have 183 reviews with 4.6 stars out of 5.
We really do appreciate Mr. [redacted] giving us an opportunity in April 2015 to address his basement waterproofing concerns. According to the Akron Revdex.com Mr. [redacted] has 20 years of experience in the masonry industry to include basement waterproofing. Please visit his web site [redacted]. It's unfortunate that Mr. [redacted] did not find our representative to be knowledgeable. Knowing that Mr. [redacted] has 20 years of experience in the waterproofing industry I'm sure he could be helpful sharing with us what he may believe the representative didn't demonstrate to his satisfaction.
In the complaint he made the statement "His price was outrageous $26,000". The price we actually quoted was $17,492 given on April 21, 2015. We do understand the cost of waterproofing can sometimes be a mystery from a customer standpoint but with Mr. [redacted] vast experience in the industry I think he might agree that $17,492 is in line with the national average for waterproofing projects. There are many websites and books that consumers might visit to help validate this,
Angie's list www.angielist.com
Basement Waterproofing www.basementwaterproofing.com
"NO Bull basement waterproofing" online book
Mr. [redacted] also makes a statement that our representative recommendation of an inside system as a solution his home would only re-direct water to a sump pump. He must be confused, that method is available in the waterproofing industry but is not the method we estimated for his home. We are a full-service company that provides a full line of basement systems to consumers to include outside and inside. We also provide the most progressive methods available in the industry. Please visit some of the above mention websites to validate the methods available to consumers today.
As to his concerns that we are driving by his home to check to see if he had work done on his home goes against all our core values. I am unaware of any employee that would do such a thing. Please keep in mind many of our vehicles are marked and should he feel he is seeing our vehicles in his neighborhood it may be because we have 100 current customers within one mile radius of his home that we actively service on an on going basis. On his street and adjoining street we have 13 active customers. It is very possible back in April with the very heavy rainfall Mr. [redacted] may have seen our vehicles.
In regards to the phone calls he allegedly received; without additional information and a little more specifics from him, it is difficult to track that down. We apologize for any inconvenience we may have caused. I'm sure he would understand, as a contractor how the follow up is such an important part of keeping in touch with the customer. We have permanently removed his number from our system. If in the future Mr. [redacted] has need of basement waterproofing please have him reach out to me directly. I will personally visit his home myself and I am sure he will be pleased with the experience level and diagnosis that I will bring to the table.
As to his need to visit our office to express his disappointment that is unnecessary. However we do invite him to our facility and would be happy to discuss any of his concerns.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/29) */
[redacted]Document Attached[redacted]
Here is a picture of the estimate I was given for $26,000 to waterproof my basement!! This company did call me a few days after and state that the salesman had made a mistake and that they could do it for cheaper,at this time I told them I was not interested. Since the owner of this company wants to bring my company into this complaint I will address this as well. I did consider doing this work myself, but I already had so much work lined up for the upcoming months that I would not have time to do both. I did figure the costs for labor and materials which was less than $6,000, estimated time 5 days. In my opinion this company's price was extremely high. The other two estimates I got were $14,000 and $11,500 which was much more reasonable and this is why I told this company I was not interested and not to call me again which they did three more times after I told them not to!!
Final Business Response /* (4000, 14, 2016/03/01) */
Ohio state waterproofing is a full-service company which means we can provide multiple options for consumers. Our records indicate the pricing that was recorded was $17,492. It looks like there was something given to him for $19,426 plus an additional number of 26k so it is possible that we gave the consumer multiple estimates for different approaches.
As to the initial complaint that we continue to call we have removed his number from the system and will not contact him in the future. We hope that's satisfactory.
If Mr. [redacted] prefers to discuss this matter directly we are willing to do so, all we ask is that he reaches out to us with a time and number.
Frank B[redacted]
Manager
3-1-2016
Final Consumer Response /* (2000, 16, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Can't believe it took that to get this company to stop calling!
Initial Business Response /* (1000, 5, 2016/06/03) */
Thank you for bringing this to our attention. We have removed your name from our list as soon as you requested. We apologize for any disruptions to you.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/06) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
I accept the response and am pleased that I will no longer be solicited by Ohio State Waterproofing.
We are always disappointed when we have to make any of our customers wait for service. Due to the high demand that we have experienced this year, we have done the best that we can and deeply appreciate everyone's patience. We clearly can appreciate Mrs. [redacted]'s position. We have met with her and I...
have moved her up on our schedule as far as I can at the moment. We are still looking for any opportunity to perform her service sooner, should an opening present itself.
We have reached out to Ms. [redacted], and scheduled service for August 26, 2017. During that service call, the air conditioner will be removed at no additional expense. We will also review all other present and future concerns with her at that time. The customer is currently on...
vacation, if we have any further updates after that, we will provide them. However, at this point and time, we believe this will satisfy the consumer concerns.-Frank B[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. Ohio State Waterproofing responded promptly and showed up as promised. The executive that called to address my concern, Andrew, was very professional, and concerned. He addressed my concerns and was apologetic. The service technician that showed up was very professional. His work was neat and he was very knowledgeable about the products and the system. He completed the work in a timely manner. The testimonies from [redacted] (Technician) reassured me that I was dealing with a first class institution. I believe people STILL make a difference in business and these two individuals made a “GOOD” difference. I hope ownership will train the three individuals who I spoke with initially to be kind, courteous and to think “outside the box.” I will not post their names but will be happy to share that information if someone wants to call me. Thank you Ohio State Waterproofing for the great service and for upholding your great reputation. I highly recommend Ohio State Waterproofing. [redacted]
Ohio State Waterproofing offers options for financing as a courtesy to our customers.On February 12, 2013 Ms. [redacted] applied for a loan with one of our third party lenders, was approved for that loan, and chose to accept the terms. Please see the attached paperwork signed by Ms. [redacted] and...
note the sections that indicate "Security Interest".The fact that Ms. [redacted] asked us to hold off with the financing so that she could check with other financial institutions first, including her own bank, indicates that she understood the terms.On March 5, 2013 we received a call from Ms. [redacted] stating that she had made the choice to go ahead with the terms of [redacted] Bank.Customer financing is done on an individual basis, and credit history is a factor. Ohio State Waterproofing is not responsible for that part of the transaction.Ms. [redacted] has contacted our office several times about this subject over the past few weeks. As a courtesy to Ms. [redacted], we have contacted the bank on her behalf to see if there is anything they can do to help her.A copy of her Purchase Agreement has been requested by the bank so that they can review her options. Ohio State Waterproofing has tried to contact her and her realtor several times, to no avail. The bank has also reached out to her directly. Ms. [redacted] has yet to provide the information.-Frank B[redacted]
Initial Business Response /* (1000, 5, 2015/07/29) */
We would like to ask for some additional time to respond to the customers complaint responsibly.
Thank you
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from...
the business.)
OSW work in May of 2012 was not properly performed and that is the reason why OSW refunded me the $5245 I had to pay another company in July of 2015 to fix OSW shoddy work. OSW was made aware that their work excluded a major step in waterproofing process, in not putting stones over the corregated pipe which caused the whole collapse of the system. Their neglect to help me in an emergency was a major issue which led us go to another contractor. I agreed to severe all ties with OSW because I would never trust that company or their workers on my property.
Tell us why here... To Whom It May Concern:This job and customer are not under warranty or contract with our Company. Our Company has made many attempts to offer the chance to be under warranty again. Mr. [redacted] let the warranty lapse in 2008. Mr. [redacted] and our Company have had many years of...
dialogue about the service warranty and how important it is to maintain the warranty so we can keep up the repairs as needed. Mr. [redacted] has chosen not to take advantage of the multiple offers made by our Company. Over the years Mr. [redacted] has complained to our Company about a variety of issues. He has tried to get our Company to service him for free by making false claims and/or complaints. He has even told us that he would file a complaint with the Revdex.com if we would not service him. We have even serviced him as a statement of goodwill only to be taken advantage by him yet again, with him attempting yet another false complaint! Once again we will address Mr. [redacted]’s complaint that the work was not done right over 20 years ago. In 1997, we were called to make repairs to the home at [redacted] for [redacted] (Please note that this home was attempted to be repaired by another waterproofing company that had failed) The repairs that our Company made were inspected by the city Inspector. (Enclosed is the permit) September 1997- Work CompletedApril 1998- The pumping discharge line came apart. We serviced and repaired the problem After 1998, we didn’t hear of any concerns or problems for 5 yearsJuly 2003- Major flood and Rain Event! Killed several people in Hudson and made National news. Customer called us with a pump issue. At this point, Mr. [redacted] became involved. He was making the claim that the floor drain had a problem and it was our fault. September 2003- After inspection, it turns out that the floor drain was not our fault. The drain was a sealed connection that was a tie in to the laundry tub and was not allowing water to enter it. Our service history records indicate multiple calls on and off about pump issues, battery backup issues, and discharge lines. We responded to all service requests made. We don’t cover sewer back up’s. It is in our contract that was signed in 1997, #2 on the back half. If a city sewer system backs up during a major rain event, it can put unwanted stress on a home’s pumping system and battery back up to include floor drains and discharge lines. All of the above items are maintenance items and can be covered under a service warranty agreement, provided the homeowner maintains the agreement. We have explained this to Mr. [redacted]. In 2008, Mr. [redacted] let the service agreement lapse after multiple written reminders, calls, conversations, letters and complaints. He has still chosen not to reinstate his service agreement. As to his most recent complaint that the system was installed wrong and the Contractor that included a letter to this statement are false! The Contractor makes a statement that he did only a visual inspection. Many of the claims would require opening up the system in place to inspect. In other words, you need to open the hood of the car to inspect the engine! As to the company [redacted], an accredited Revdex.com member with an A+ rating. The company stated it’s licensed and has pulled permits in the City of Cuyahoga Falls. Please ask him to produce the license that is relevant to this job dating back prior to this letter at least. According to Summit County, [redacted] is NOT registered as a contractor in Summit County which you are required to do before doing work. According to the Federal Government, [redacted] is NOT Lead Paint Certified which is a Federal requirement, and contractors are subject to a $30k+ fine per day if caught performing work. I am sure Mr. [redacted] would like to know this since the house in question is more than 45 years old. And I would ask to see the Mold Certifications that [redacted] claims to have as there seems to be no record of that either.Enclosed are a few service records and letters regarding Mr. [redacted] and the home at [redacted]. It is clear that we have tried to help Mr. [redacted] in the past by performing work outside of the warranty as a courtesy. He has even signed off knowing there is no coverage in place. At some point Mr. [redacted] has to take responsibility for his part in all of this. Once again, if Mr. [redacted] would like to take advantage of those offers of a warranty, they are still available. Thank you, Frank B[redacted]Ohio State Waterproofing
To Whom It May Concern,Thank you for bringing this matter to our attention. As to this being a second notice we do apologize there must have been some confusion in receiving your first notice.We are aware of Mr. and Mrs. [redacted]'s dissatisfaction. We will need some additional time to...
respond to this complaint and will be reaching out to the consumer for a meeting. Please allow us this additional time so that we may respond more accurately. Frank B[redacted] General Manager.
We are very surprised by the response from Ms. [redacted].As we stated in our first response, and showed in the attachments sent, Ms. [redacted] signed off on the paperwork that included the Security Interest terms.Ohio State Waterproofing prides itself on Customer Experience, which includes explaining every detail of the job including the financing, during our visit. Our sales team is trained to follow a specific presentation, and we are confident that every aspect of the terms were presented clearly during said presentation.Although a lot of information is given to the customer at that time, and we appreciate the fact that it may be overwhelming for some, our customers are always asked if they understand everything or have any other questions before signing and agreeing to those terms. Ms. [redacted] did agree and sign.Our records also indicate that Ms. [redacted] did request to hold off on moving forward until she checked with other financial institutions, and that on March 5, 2013, we received a call from her stating that she wanted to move forward with the terms of [redacted] Bank.Again, Ohio State Waterproofing is not responsible for the financial transaction between the customer and the bank.Though we tried to help Ms. [redacted], the bank is who she needs to be speaking with. It is our understanding, however, that a request for a copy of the purchase agreement by the bank has gone unanswered.We understand the request made by Ms. [redacted], but our hands are tied until she provides the bank with the requested information.Attached are the emails regarding this matter between our financial representative and [redacted] Bank. Should you need any other information we would be happy to provide it.-Frank B[redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
Due to the nature of this complaint, we require additional paperwork from the homeowner. Please give us additional time.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. We are working on the resolution to the issue. I have had a meeting with Aaron W[redacted]- production manager and we are preceding. Again- there is no resolution at this time.Thank you,[redacted]
Initial Business Response /* (1000, 5, 2016/04/08) */
We have contacted Mr. [redacted] and review his concerns regarding installation of his job. We have addressed his concerns and believe this matter is closed. We wish that he had reached out to us at the end of the job in regard to his...
dissatisfaction. However we understand that the job was finished on a late Friday afternoon and was not able to reach us for his concerns. On Monday when he called us we were able to address his concerns. Mr. [redacted] even mentioned that he regrets filing this complaint.
We are a full service waterproofer meaning we provided all options available. One very popular option involves an outside and inside repair. This option is guaranteed for the life of the home and transferable to a new homeowner. The multi-step is a patented system evaluated and recognized as a viable method of solving and preventing leakage in existing structures by architectural engineers across the country. This method has been proven to be a most effective alternative to the major disruption of a full excavation. The outside process of the multi-step can sometimes be misunderstood, this is why we try to provide as much information as possible, this to include pictures and drawings. The warranty associated with this method is the most complete provided, covering the foundation walls and floors entirely.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with a representative from the company we have come to a reasonable understanding. I appreciate the time he took with me as well as two other employees who visited the job site. I appreciate the concern they expressed and the willingness to take the time for my concerns.
This correspondence is in response to the complaint filed by Mr*** ***.Ohio State Waterproofing prides itself on Customer Service, and we are always striving to be the best in accomodating our Customers.Unfortunately, there are times we may fall short of our Customer's expectations, which
was the case with MrEdwards.We have reached out to him, and have scheduled the Service call during a time that was convenient for him.We feel that this particular situation has taught us something, and we are glad to have been able to resolve the issue.Should you need any other information, or should MrEdwards be in need of any further service, we welcome your phone call
Initial Business Response /* (1000, 8, 2015/08/26) */
We have contract the homeowner and resolved this complaint
We believe we have resolved the homeowners concerns, however we would like a few extra days to give this our final replyPlease confirm this with the homeowner
Initial Business Response /* (1000, 5, 2015/07/07) */
We have scheduled service for July 28, We believe we have came to an agreement for resolution of this complaint
This response is filled with several inaccuracies and it is quite shamefulFirst, I did not ask them to hold off with the financing so that I could check with other financial institutions*** Bank was presented as the only option to meFurthermore, having accepted their offer does not mean that the terms of the secured interest were explained clearly to meIf I had known that a lien was to be put on my home as part of the contract I would never had agreed to the termsThis was quite deceptiveSecondly, the March 5th conversation was only a confirmation that they were coming to do the job and there was no discussion about me accepting the offer at that timeIn fact, the work was completed in March Finally, I have spoken to several representatives from Ohio State Waterproofing and a representative from *** BankI spoke with a representative on 8/at Ohio State Waterproofing who indicated that the lien could be removed once paperwork was completed because they have done this beforeIf they have tried to reach me after 8/19, my home number has been disconnected because I have relocated out of state (in anticipation that my home was sold)However, I provided *** Bank with my new address and cell phone number
My request is simple: I would like the lien removed so that my home sale can go throughI have paid the loan on time every month for 4+ years and have never missed a paymentIf it is true that Ohio State Waterproofing has removed liens in the past, I would appreciate the same consideration as I see no reason I should be denied my requestI expect a speedy resolution to this matter
Initial Business Response /* (1000, 8, 2015/11/23) */
***
Please be advised that the undersigned is counsel for the above-captioned clientPlease send
all future correspondence to this law officeI am in receipt of the above-captioned complaintPlease accept this correspondence as my client's response to that complaint
My client categorically denies each and every allegation as set forth by *** ***This matter is currently pending litigation and it would be inappropriate to set forth each and every legal aspect of this matter in this forum in light of that factThat being said there are a few factual misrepresentations that my client will have the record reflect:
When ***'s mother purchased services she was not years old, she was years old;
This consumer purchased services because she had extensive damages to her basement from water intrusion, like many homeowners in NE OH;
This consumer originally wanted her entire basement protected and waterproofed; she decided to change the scope of the work to cover one wall leaving the rest of her basement exposed to the same issues she was experiencing;
This work was done years ago and nobody ever took issue with any work performed until "***" became involved; in fact this consumer was so happy with our work that she would call our employees to come over and ask them to do other work for her;
*** has claimed certain damages which the company took at face value; however, it became apparent that the damages that *** alleges were all pre-existing conditions when documents and pictures came to light during this process; and
As a result of #(the intentional misrepresentation that the basement experienced new damages when in fact all the issues were pre-existing) the parties agreed to go to arbitration
As such, this consumer does have an avenue to have her allegation addressed, and it is in Arbitration where the parties have agreed to submit this claimWe are confident that the judicial process will illustrate all of these facts
Very truly yours,
Michael *D***
Initial Business Response /* (1000, 5, 2016/02/10) */
[redacted]
Since many consumers may not read the entire details of this complaint, let me summarize. Mr. [redacted] competes in the basement...
waterproofing industry and he is listed with the Akron Revdex.com as a mason that does waterproofing. We wonder why Mr. [redacted] would get an estimate from another waterproofing company when he can do the work himself at his cost plus materials. We question his motive.
Mr. [redacted] makes the statement that he couldn't find any positive comments about our company. Please read the Revdex.com customer reviews or Google reviews, we have 183 reviews with 4.6 stars out of 5.
We really do appreciate Mr. [redacted] giving us an opportunity in April 2015 to address his basement waterproofing concerns. According to the Akron Revdex.com Mr. [redacted] has 20 years of experience in the masonry industry to include basement waterproofing. Please visit his web site [redacted]. It's unfortunate that Mr. [redacted] did not find our representative to be knowledgeable. Knowing that Mr. [redacted] has 20 years of experience in the waterproofing industry I'm sure he could be helpful sharing with us what he may believe the representative didn't demonstrate to his satisfaction.
In the complaint he made the statement "His price was outrageous $26,000". The price we actually quoted was $17,492 given on April 21, 2015. We do understand the cost of waterproofing can sometimes be a mystery from a customer standpoint but with Mr. [redacted] vast experience in the industry I think he might agree that $17,492 is in line with the national average for waterproofing projects. There are many websites and books that consumers might visit to help validate this,
Angie's list www.angielist.com
Basement Waterproofing www.basementwaterproofing.com
"NO Bull basement waterproofing" online book
Mr. [redacted] also makes a statement that our representative recommendation of an inside system as a solution his home would only re-direct water to a sump pump. He must be confused, that method is available in the waterproofing industry but is not the method we estimated for his home. We are a full-service company that provides a full line of basement systems to consumers to include outside and inside. We also provide the most progressive methods available in the industry. Please visit some of the above mention websites to validate the methods available to consumers today.
As to his concerns that we are driving by his home to check to see if he had work done on his home goes against all our core values. I am unaware of any employee that would do such a thing. Please keep in mind many of our vehicles are marked and should he feel he is seeing our vehicles in his neighborhood it may be because we have 100 current customers within one mile radius of his home that we actively service on an on going basis. On his street and adjoining street we have 13 active customers. It is very possible back in April with the very heavy rainfall Mr. [redacted] may have seen our vehicles.
In regards to the phone calls he allegedly received; without additional information and a little more specifics from him, it is difficult to track that down. We apologize for any inconvenience we may have caused. I'm sure he would understand, as a contractor how the follow up is such an important part of keeping in touch with the customer. We have permanently removed his number from our system. If in the future Mr. [redacted] has need of basement waterproofing please have him reach out to me directly. I will personally visit his home myself and I am sure he will be pleased with the experience level and diagnosis that I will bring to the table.
As to his need to visit our office to express his disappointment that is unnecessary. However we do invite him to our facility and would be happy to discuss any of his concerns.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/29) */
[redacted]Document Attached[redacted]
Here is a picture of the estimate I was given for $26,000 to waterproof my basement!! This company did call me a few days after and state that the salesman had made a mistake and that they could do it for cheaper,at this time I told them I was not interested. Since the owner of this company wants to bring my company into this complaint I will address this as well. I did consider doing this work myself, but I already had so much work lined up for the upcoming months that I would not have time to do both. I did figure the costs for labor and materials which was less than $6,000, estimated time 5 days. In my opinion this company's price was extremely high. The other two estimates I got were $14,000 and $11,500 which was much more reasonable and this is why I told this company I was not interested and not to call me again which they did three more times after I told them not to!!
Final Business Response /* (4000, 14, 2016/03/01) */
Ohio state waterproofing is a full-service company which means we can provide multiple options for consumers. Our records indicate the pricing that was recorded was $17,492. It looks like there was something given to him for $19,426 plus an additional number of 26k so it is possible that we gave the consumer multiple estimates for different approaches.
As to the initial complaint that we continue to call we have removed his number from the system and will not contact him in the future. We hope that's satisfactory.
If Mr. [redacted] prefers to discuss this matter directly we are willing to do so, all we ask is that he reaches out to us with a time and number.
Frank B[redacted]
Manager
3-1-2016
Final Consumer Response /* (2000, 16, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Can't believe it took that to get this company to stop calling!
Initial Business Response /* (1000, 5, 2016/06/03) */
Thank you for bringing this to our attention. We have removed your name from our list as soon as you requested. We apologize for any disruptions to you.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/06) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
I accept the response and am pleased that I will no longer be solicited by Ohio State Waterproofing.
We are always disappointed when we have to make any of our customers wait for service. Due to the high demand that we have experienced this year, we have done the best that we can and deeply appreciate everyone's patience. We clearly can appreciate Mrs. [redacted]'s position. We have met with her and I...
have moved her up on our schedule as far as I can at the moment. We are still looking for any opportunity to perform her service sooner, should an opening present itself.
We have reached out to Ms. [redacted], and scheduled service for August 26, 2017. During that service call, the air conditioner will be removed at no additional expense. We will also review all other present and future concerns with her at that time. The customer is currently on...
vacation, if we have any further updates after that, we will provide them. However, at this point and time, we believe this will satisfy the consumer concerns.-Frank B[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. Ohio State Waterproofing responded promptly and showed up as promised. The executive that called to address my concern, Andrew, was very professional, and concerned. He addressed my concerns and was apologetic. The service technician that showed up was very professional. His work was neat and he was very knowledgeable about the products and the system. He completed the work in a timely manner. The testimonies from [redacted] (Technician) reassured me that I was dealing with a first class institution. I believe people STILL make a difference in business and these two individuals made a “GOOD” difference. I hope ownership will train the three individuals who I spoke with initially to be kind, courteous and to think “outside the box.” I will not post their names but will be happy to share that information if someone wants to call me. Thank you Ohio State Waterproofing for the great service and for upholding your great reputation. I highly recommend Ohio State Waterproofing. [redacted]
Ohio State Waterproofing offers options for financing as a courtesy to our customers.On February 12, 2013 Ms. [redacted] applied for a loan with one of our third party lenders, was approved for that loan, and chose to accept the terms. Please see the attached paperwork signed by Ms. [redacted] and...
note the sections that indicate "Security Interest".The fact that Ms. [redacted] asked us to hold off with the financing so that she could check with other financial institutions first, including her own bank, indicates that she understood the terms.On March 5, 2013 we received a call from Ms. [redacted] stating that she had made the choice to go ahead with the terms of [redacted] Bank.Customer financing is done on an individual basis, and credit history is a factor. Ohio State Waterproofing is not responsible for that part of the transaction.Ms. [redacted] has contacted our office several times about this subject over the past few weeks. As a courtesy to Ms. [redacted], we have contacted the bank on her behalf to see if there is anything they can do to help her.A copy of her Purchase Agreement has been requested by the bank so that they can review her options. Ohio State Waterproofing has tried to contact her and her realtor several times, to no avail. The bank has also reached out to her directly. Ms. [redacted] has yet to provide the information.-Frank B[redacted]
Initial Business Response /* (1000, 5, 2015/07/29) */
We would like to ask for some additional time to respond to the customers complaint responsibly.
Thank you
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from...
the business.)
OSW work in May of 2012 was not properly performed and that is the reason why OSW refunded me the $5245 I had to pay another company in July of 2015 to fix OSW shoddy work. OSW was made aware that their work excluded a major step in waterproofing process, in not putting stones over the corregated pipe which caused the whole collapse of the system. Their neglect to help me in an emergency was a major issue which led us go to another contractor. I agreed to severe all ties with OSW because I would never trust that company or their workers on my property.
Initial Business Response /* (1000, 5, 2015/07/07) */
We have cancelled this contract and have returned all deposits as requested.
We have a meeting set September 20Th after this meeting we will be better prepared to reply to the complaint.
Tell us why here... To Whom It May Concern:This job and customer are not under warranty or contract with our Company. Our Company has made many attempts to offer the chance to be under warranty again. Mr. [redacted] let the warranty lapse in 2008. Mr. [redacted] and our Company have had many years of...
dialogue about the service warranty and how important it is to maintain the warranty so we can keep up the repairs as needed. Mr. [redacted] has chosen not to take advantage of the multiple offers made by our Company. Over the years Mr. [redacted] has complained to our Company about a variety of issues. He has tried to get our Company to service him for free by making false claims and/or complaints. He has even told us that he would file a complaint with the Revdex.com if we would not service him. We have even serviced him as a statement of goodwill only to be taken advantage by him yet again, with him attempting yet another false complaint! Once again we will address Mr. [redacted]’s complaint that the work was not done right over 20 years ago. In 1997, we were called to make repairs to the home at [redacted] for [redacted] (Please note that this home was attempted to be repaired by another waterproofing company that had failed) The repairs that our Company made were inspected by the city Inspector. (Enclosed is the permit) September 1997- Work CompletedApril 1998- The pumping discharge line came apart. We serviced and repaired the problem After 1998, we didn’t hear of any concerns or problems for 5 yearsJuly 2003- Major flood and Rain Event! Killed several people in Hudson and made National news. Customer called us with a pump issue. At this point, Mr. [redacted] became involved. He was making the claim that the floor drain had a problem and it was our fault. September 2003- After inspection, it turns out that the floor drain was not our fault. The drain was a sealed connection that was a tie in to the laundry tub and was not allowing water to enter it. Our service history records indicate multiple calls on and off about pump issues, battery backup issues, and discharge lines. We responded to all service requests made. We don’t cover sewer back up’s. It is in our contract that was signed in 1997, #2 on the back half. If a city sewer system backs up during a major rain event, it can put unwanted stress on a home’s pumping system and battery back up to include floor drains and discharge lines. All of the above items are maintenance items and can be covered under a service warranty agreement, provided the homeowner maintains the agreement. We have explained this to Mr. [redacted]. In 2008, Mr. [redacted] let the service agreement lapse after multiple written reminders, calls, conversations, letters and complaints. He has still chosen not to reinstate his service agreement. As to his most recent complaint that the system was installed wrong and the Contractor that included a letter to this statement are false! The Contractor makes a statement that he did only a visual inspection. Many of the claims would require opening up the system in place to inspect. In other words, you need to open the hood of the car to inspect the engine! As to the company [redacted], an accredited Revdex.com member with an A+ rating. The company stated it’s licensed and has pulled permits in the City of Cuyahoga Falls. Please ask him to produce the license that is relevant to this job dating back prior to this letter at least. According to Summit County, [redacted] is NOT registered as a contractor in Summit County which you are required to do before doing work. According to the Federal Government, [redacted] is NOT Lead Paint Certified which is a Federal requirement, and contractors are subject to a $30k+ fine per day if caught performing work. I am sure Mr. [redacted] would like to know this since the house in question is more than 45 years old. And I would ask to see the Mold Certifications that [redacted] claims to have as there seems to be no record of that either.Enclosed are a few service records and letters regarding Mr. [redacted] and the home at [redacted]. It is clear that we have tried to help Mr. [redacted] in the past by performing work outside of the warranty as a courtesy. He has even signed off knowing there is no coverage in place. At some point Mr. [redacted] has to take responsibility for his part in all of this. Once again, if Mr. [redacted] would like to take advantage of those offers of a warranty, they are still available. Thank you, Frank B[redacted]Ohio State Waterproofing
To Whom It May Concern,Thank you for bringing this matter to our attention. As to this being a second notice we do apologize there must have been some confusion in receiving your first notice.We are aware of Mr. and Mrs. [redacted]'s dissatisfaction. We will need some additional time to...
respond to this complaint and will be reaching out to the consumer for a meeting. Please allow us this additional time so that we may respond more accurately. Frank B[redacted] General Manager.
We are very surprised by the response from Ms. [redacted].As we stated in our first response, and showed in the attachments sent, Ms. [redacted] signed off on the paperwork that included the Security Interest terms.Ohio State Waterproofing prides itself on Customer Experience, which includes explaining every detail of the job including the financing, during our visit. Our sales team is trained to follow a specific presentation, and we are confident that every aspect of the terms were presented clearly during said presentation.Although a lot of information is given to the customer at that time, and we appreciate the fact that it may be overwhelming for some, our customers are always asked if they understand everything or have any other questions before signing and agreeing to those terms. Ms. [redacted] did agree and sign.Our records also indicate that Ms. [redacted] did request to hold off on moving forward until she checked with other financial institutions, and that on March 5, 2013, we received a call from her stating that she wanted to move forward with the terms of [redacted] Bank.Again, Ohio State Waterproofing is not responsible for the financial transaction between the customer and the bank.Though we tried to help Ms. [redacted], the bank is who she needs to be speaking with. It is our understanding, however, that a request for a copy of the purchase agreement by the bank has gone unanswered.We understand the request made by Ms. [redacted], but our hands are tied until she provides the bank with the requested information.Attached are the emails regarding this matter between our financial representative and [redacted] Bank. Should you need any other information we would be happy to provide it.-Frank B[redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
Due to the nature of this complaint, we require additional paperwork from the homeowner. Please give us additional time.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. We are working on the resolution to the issue. I have had a meeting with Aaron W[redacted]- production manager and we are preceding. Again- there is no resolution at this time.Thank you,[redacted]
Initial Business Response /* (1000, 5, 2016/04/08) */
We have contacted Mr. [redacted] and review his concerns regarding installation of his job. We have addressed his concerns and believe this matter is closed. We wish that he had reached out to us at the end of the job in regard to his...
dissatisfaction. However we understand that the job was finished on a late Friday afternoon and was not able to reach us for his concerns. On Monday when he called us we were able to address his concerns. Mr. [redacted] even mentioned that he regrets filing this complaint.
We are a full service waterproofer meaning we provided all options available. One very popular option involves an outside and inside repair. This option is guaranteed for the life of the home and transferable to a new homeowner. The multi-step is a patented system evaluated and recognized as a viable method of solving and preventing leakage in existing structures by architectural engineers across the country. This method has been proven to be a most effective alternative to the major disruption of a full excavation. The outside process of the multi-step can sometimes be misunderstood, this is why we try to provide as much information as possible, this to include pictures and drawings. The warranty associated with this method is the most complete provided, covering the foundation walls and floors entirely.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with a representative from the company we have come to a reasonable understanding. I appreciate the time he took with me as well as two other employees who visited the job site. I appreciate the concern they expressed and the willingness to take the time for my concerns.