I'm the Guy

Workers were hard working and polite but we are not satisfied! Lack of communication through out the whole process. After several inquiries we are still waiting for them to come back and finish the job. The chair rail that was installed was done poorly. They messed up a wall and then charged us to replace the top portion. The radiators were not replaced in the original way...expose hot water pipe left exposed. Our heat upstairs isn’t working properly after they worked on the basement. They didn’t use all the radiators that were purchased and took it with them- we could use it. They took a door off and didn’t put it back...they threw out the screws. A window wast frame properly top half isn’t attached. We wanted to save to rug. When they rolled it back the left stones under the rug som when you walk you feel them. The rug was soaked from taking the radiation’s off and also lots of muddy spots-had to rent a carpet cleaning machine. For the amount of money that this costs you should not have to spend money to fix the way it was left.

ITG did what we paid them to do. However, was not expecting they way our room dividing walls would be left the way they were. Unfinished jagged edges. Also, when they told us they couldn't "save" our indoor/outdoor carpet, I ASSUMED they would have put down plastic. Wrong. Now we have to get that replaced. So just want others to know that on addition to paying ITG, you'll also be paying extra to get you basement back the way it was before.

To Whom it May Concern:ITG installed a wall anchor system because the wall was sheared off around an inch. The wall was leaking before we did work because the wall was sheared off.  ITG has offered to install a waterproofing system at cost because of the previous work we did.

ITG installed water management systems.  Nothing on Earth can stop water.  It is plainly stated on the contract that the [redacted] signed that they were getting a sump pump system.  And, on two different times that the [redacted] called for service the pump was no plugged in.  The [redacted] and [redacted] manage the water to the pump.  The pump ejects the water from the basement.  The pump doesn't work if its not plugged in.  Its kind of like trying to drive a car without an engine.  And, the last time we were there we left them and extension cord.  ITG has no warranty for mold, and we only guarantee the areas that we do work.  The [redacted] only had 16 feet of system installed.  We have gone to look at their concerns every time they called.  And, will continue to do so if their problem is covered under their warranty.  An unplugged pump, leaking in areas that we didn't work, and mold are not covered under out warranty.

ITG installed exactly the work that we were contracted to do.  I have attached the copy of the contract that was signed by the customer.  We installed 30 ilnear feet of [redacted], one [redacted]Sump, and 44 linear feet of [redacted].  [redacted] is the vapor barrier material on the wall....

 We were not contracted to do any additional work.

ITG installed water management systems.  Nothing on Earth can stop water.  It is plainly stated on the contract that the [redacted] signed that they were getting a sump pump system.  And, on two different times that the [redacted] called for service the pump was no plugged in. ...

The [redacted] and [redacted] manage the water to the pump.  The pump ejects the water from the basement.  The pump doesn't work if its not plugged in.  Its kind of like trying to drive a car without an engine.  And, the last time we were there we left them and extension cord.  ITG has no warranty for mold, and we only guarantee the areas that we do work.  The [redacted] only had 16 feet of system installed.  We have gone to look at their concerns every time they called.  And, will continue to do so if their problem is covered under their warranty.  An unplugged pump, leaking in areas that we didn't work, and mold are not covered under out warranty.

[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 I had to hire another company to do the work because ITG would not return my phone calls.  I attempted many times to contact them to resolve the issue, but they would not respond to me.  I couldn't wait forever for this problem to be fixed.  I waited months for ITG to get back to me, I feel that I was given no choice but to hire another company to do the job.  I am not disputing that ITG didn't offer to do the work, I am saying that their lack of response to me gave me no choice but to contact another company.  How long did ITG think it would be appropriate for me to wait for them to respond to me?  It is unreasonable for a company to not respond to a customer.  If ITG was so willing to do this work, they would have returned my phone calls.
I do not feel their response is acceptable.  
Regards,
[redacted]

ITG took care of all service issues on 5/28/14.

Service is scheduled for 5/11/16.

Review: We had our basement waterproofed by I'm The Guy basement and waterproofing systems. During our assessment the process and aspects of the product were reviewed with us. We were told that after they were finished we would have a completely bone dry basement. We were also told that we would be involved in the placement of the pump and where the water would exit our home. We were also told that they do not sub-contract.They use all of their own guys, as well as the basement comes with a lifetime warranty. After they completed the basement, the work was very sloppy. The clean space was not even into the concrete in some places and the pipe coming out from our house was allowing water to gush right into our concrete patio. There was no place for the water to go. We also had pipes that were moved around and caused a large leak. I notified ITG of my dissatisfaction and told them that this is nowhere near what I had been told it would be. They did send ONE person out the next day to look at the work. At least that is what I thought. Instead he came to fix all the issues himself. He did show up, he was 15 min late but assured me that the issues were fixed and that when they came to bring our new windows (which was a week later than what had been communicated to us) they would re-route the pipe to a better location. We asked this guy if the guys are sub contracted and he said that the guys that did the work also do work for other companies. My husband also ask the guy that did the work if he ever met the salesman that came to our house, [redacted] and he said no. We were told that they all know each other and all work together. They re-routed the pipe and as of today everything had been good. Last night we had a rather hard rain. Today I went into our basement and there is evidence on the concrete that water had been laying there. In numerous spots. As I said above I was completely under the assumption there would be NO water in my basement. I called them immediately, of course I had to leave a message and also emailed the sales guy that gave us the estimate. I am extremely dissatisfied with the work that was completed and the lack of professionalism displayed. We also received a letter confirming a 25 year warranty on the basement. We were told the warranty was lifetime and transferrable.Desired Settlement: A refund. I do not want the work to be re-done. The company has already been back once to fix issues, and they are continuous. I do not want any more affiliation with the company and refuse to pay for a faulty job.

Business

Response:

ITG took care of all service issues on 5/28/14.

Review: A submersible pump was installed in my basement in 2010 to deplete any water that enters. Following heavy rains, my basement accumulated approximately 20 inches of water. The submergible pump did not deplete any water from the basement although it was running. I contacted the installer, "I'm the Guy", and notified them of the issue. They scheduled a technician to come out and determine the cause of the malfunction on July 19, 2013. The technician determined that the pump was not installed correctly: The pipe that should have pumped water out of the basement was not attached and he said it was most likely pumping water back into the basement. In addition, tape was left covering the drain, which hindered water flow as well. Although "I'm the Guy" did replace the submersed pump, the improper initial installation of the pump resulted in much damage to items located in the basement that was not replaced or repaired. Damage includes the foundation, laminate flooring, electronic devices, gym equipment, and power and handheld tools. "I'm the Guy" failed to replace any of the items that were damaged due to their improper instillation.Desired Settlement: Replacement or repair of the items (listed above) that were damaged due to improper initial installation of submersible water pump.

Business

Response:

The warranty for any waterproofing system does not cover contents in a basement. It only covers free material and labor to fix any problems with the system. The pump itself is covered by a separate warranty, which is two years. So, the pump was out of warranty. The pump was installed in this home in 2010. It went through some of the worse flooding on record in 2011 and did not have a problem. ITG also offers an annual service program. This is where we send out a technician to check out the system on a yearly basis for a small fee. This was not purchased by the owner.

Consumer

Response:

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Review: Water guard basement waterproofing system was installed by ITG basement systems on September 8, 2011. The workers had to come back to install an exterior wall as contracted because they installed on an interior wall by mistake. Water was still coming into the basement and workers came back to resolve the problem with pliable rolls of plastic which were poorly installed halfway up the walls all the way around the basement which in the end did not stop water from coming in. Then when I tried to contact [redacted] of ITG I either go the run around or was unable to communicate with anyone because my calls were not returned. As a result of the issues stated above, I contracted with another company [redacted] at a cost of $5575 far less than ITG's price and was well satisfied with the job. I feel that as a single female senior citizen on a fixed income that I was taken advantage of.Desired Settlement: I would either like a full refund because ITG was not able to fix my problem, and I had to contract someone else to do the job properly, or I would like $2500 returned which represents the difference between ITG and [redacted]. I had no choice but to contract someone else to fix the problem I was having because ITG was not contacting me back. ITG did not follow through on their lifetime warranty, because initially it was not installed properly. ITG did come back to try and fix the incorrect install, but after that did not fix the problem, they would not return my phone calls. I could not continue to have water coming in my basement, as that would cause black mold, so I was forced to find another contractor.

Business

Response:

The reason the price was higher is because ITG installed a much higher grade of materials in order to install the waterproofing system. The cost of the materials installed by the other company cost pennies on the dollar compared to the system installed by ITG.

And, I have no idea why the customer would hire a different waterproofing company to install another system. With the installation of the waterproofing system the customer received a lifetime warranty. This warranty offers free material and labor if there is a problem with the system. And, when the customer had a problem ITG came back and corrected it at no charge, and would have corrected any additional problem at no cost per our warranty, but ITG was not contacted. We can’t fix what we don’t know about.

It seems unethical for the other company to charge the customer for a new system when they had to know she was covered by a lifetime warranty from ITG. They knew we would fix it at no charge and still sold her another system. ITG has a fully staffed office that is open Monday thru Saturday. We are can contacted by phone, email, or fax. The only reason a customer wouldn't be able to get a hold of us if they didn't try.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because I had to hire another company to do the work because ITG would not return my phone calls. I attempted many times to contact them to resolve the issue, but they would not respond to me. I couldn't wait forever for this problem to be fixed. I waited months for ITG to get back to me, I feel that I was given no choice but to hire another company to do the job. I am not disputing that ITG didn't offer to do the work, I am saying that their lack of response to me gave me no choice but to contact another company. How long did ITG think it would be appropriate for me to wait for them to respond to me? It is unreasonable for a company to not respond to a customer. If ITG was so willing to do this work, they would have returned my phone calls.I do not feel their response is acceptable.

Regards,