This past November I had Everdry do the waterproofing in my basement and I must say they did an excellent job. The crew was very professional and courteous. They kept me informed with every step. They were on time every morning. they cleaned up when they were done. After they were done the foreman took me around my house to make sure I was happy with everything. Good job guys
Everdry has saved my basement from always being damp and water coming up from the broken up concrete in the floor for 6 years now. Every time it would rain and the water table was up I would have to sand bag around my furnace and start shoveling water towards the old sump pump hole. Now I haven't had to worry about any of that. No mold, No smell of dampness in the house!! Anytime u do need something they are there to help. Great customer service goes a long way with me.
We had our basement waterproofed in May 2014, and haven't had an issue since! We called a couple of times with questions and they were very thorough. We recently had them out to reseal the outside foundation wall on the driveway which was cracking due to the rough winter. They used a different material that should withstand the weather better. They have always been professional, courteous and informative.
We apologize for the inconvenience. We do offer estimates at no charge. This is not are normal practice and we do not condone making phone calls in this manner. We appreciate the feedback so we can train and educate are staff so that this doesn't happen in the future. We are more than happy to remove you from our calling material. In order to do so we needed your contact information, which we have received through this correspondence. Your information has been removed from our calling lists. If ever in the future you require a free estimate, please contact us at (585) 247-7692.
Sincerely,
[redacted]
I just read another customer review for this company which turns out to be word for word what I was going to write, right down to the names of the "customer service" people. I just wish I had read it before we let them do the work on our home. Everdry does the initial work, takes your money, then washes their hands of you. NO ONE should ever do business with this company. They are all scam artists and liars. Good luck getting them to come out if you have any further issues.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. What I am accepting is the companie's promise to come on Jne 18th and complete the work, not only to my satisfaction but also to the companie's promise of a dry basement.
Regards, [redacted]
Avoid this company at all costs. The only way to tell my story is through a timeline so here it is.
Feb 2012--Noticed Water coming into my basement called Everdry to come up to give an estimate. A few days later a sales rep came to my house to give the estimate and take all of our information.
March 2012--Signed a contract with Everdry to fix the issue and Waterproof my entire basement. Total cost was at $10,000. Put 75% down and financed the other 25%. Warranty wise, the first year they guarantee 100% every year after you pay $50 each year and if there are any issues with the sub-pump they install or if any water gets into the basement they fix it free of charge.
June 2012--Work began on my home on June 16th. The job took a total of 2 days. They sent a crew of 5-8 people to complete the job.
June 2013--Got my first Warranty bill, paid $50 by check so I was covered if any issues occurred in the next year. (I have a copy of the canceled check.)
June 2014--Received my 2nd Warranty bill and paid another $50 by check so I was covered if any issues occurred in the next year. (I have a copy of this canceled check as well.)
August 3rd 2014--Noticed a little water starting to creap into my basement from the outside (this was a Sunday).
August 4th 2014--Called Everdry at 4pm after work to ask to talk to someone who could address this issue. Got a secretary and she took a message and told me the person I need to speak with is on the other line and would phone me back immediately. Expecting a call back shortly, I waited. 90 minutes and with no return phone call I phoned back and was told by another secretary that everyone who I would need to talk to goes home at 5pm and there is nobody there at the moment to help me. She took my information and my message and assured me first thing in the morning at 9am or so I would get a phone call back and someone would help me with my issue.
August 5th, 2014--No morning phone call, on my lunch break at work at 1pm I phone Everdry. Get the same song and dance that the person I need to speak to is on the other line and they will take a message and call me right back. I notified the secretary that this is the 3rd phone call in less than 12 hours and I haven't gotten a phone call back. She assured me that I would get a call back within the hour. Fast forward to 4pm I am now leaving my full time job and heading to my part-time job and still haven't heard back. I called a family member to see if they could get through to someone since I was having no luck nor had the time (since I work 2 jobs) to keep this game of trying to get someone on the phone going. Because if we couldn't we would need to figure out a way to solve this and maybe contact an attorney. And by this time the water was coming into my basement at a greater rate. This family member calls and gets a manager of some sort named Joel. Joel apologizes to my family member for the confusion and said that they would send someone up to my home on August 14th to look at my problem. And they would call on August 13th to confirm this appointment.
August 13th- Nobody called to confirm the appointment in the morning. At 12:15pm my family member called to just confirm they were coming over the following day. The secretary said everyone was at lunch and we should call back. At 1:20 we call back The secretary (her name was Mary) said the service people are not available at the moment. We just asked to confirm the next day appointment and didn't need to talk to a service person. Mary found the scheduling book and said we were not down for a visit the following day. So that conversation ended and we phoned back at 2:00pm hoping to talk to Joel to clear this up but Joel isn't available and we were told he would call us back later. No call came. At 3:45pm we call again we got Mary again and she transferred us someone named Walter. Explain the entire story to Walter and Walter tells us Joel isn't the person who should be handling theses issues and talking to you. Walter tells us nobody will be coming in the morning to the home to look at the problem, but he schedules us for an appointment on August 19th. They will call and confirm on August 18th.
August 18th, 2014--No confirmation call came in the morning. Late in the afternoon around 4pm or so I contacted Everdry and a secretary confirmed our appointment for the following day.
August 19th, 2014-Joel from Everdry shows up at my door for the home inspection and to check out the problem he meets with 2 family members in the basement where the water issue is. YES, this is the same Joel who Walter at Everdry told us over the phone a week prior that Joel isn't the person who handles these issues. Joel finds a crack in the foundation and where the water is coming. Joel said they will come up to fix this. That they need to dig down to the footers and go 8ft deep not the 6ft like they did last time. Put tar of some sort on the foundation to cover and seal the crack, then put down plastic and stone. Joel in my basement schedules our appointment for September 9th. He said we will get a phone call on September 8th to confirm the appointment.
September 8th, 2014-No confirmation phone call comes. Family member calls at 3pm and talks to a manager of some sort named Marcus and Marcus tells us that they aren't coming up tomorrow to fix the problem. That they tried to reschedule the appointment but we never got back to them. My family member asks when they called, Marcus becomes very short over the phone and hangs up abruptly. I (the homeowner) get home from work at 4:00pm and call to simply ask why aren't they coming up tomorrow and what is this confusion and problem. I get Marcus on the phone and Marcus goes into a tirade how he doesn't like how I am talking to him and claims I am yelling (I wasn't yelling and was simply asking if they are coming up tomorrow and why am I being told they aren't.) I explain if they aren't coming up this is going to be handed over to my lawyer. Marcus gives no answers and then gives me a lecture in a condescending tone. After being lectured by Marcus on "phone etiquette" he tells me they tried calling me to re-schedule but we never responded to their message. So I ask, what number did you call and when did this call take place. His answer was I personally called your cell, you have 3 numbers on file, so I called your cell and left a message. I asked when, he couldn't give an approximate date. I state, I never received the call or the message and YES I do have 3 numbers on file for this reason alone, so if you call one number and can't get a hold of me call one of the other 2 and myself or a family member can be reached at all times 24 hours a day. Plus all 3 phone lines have voicemail and we never received a message on any of those phone numbers. Marcus became belligerent over the phone and said he didn't need to be talked to this way, tells me to stop yelling at him (again I wasn't yelling I was speaking in a normal tone as I just wanted this job done at this point cause you know I have water coming in my basement) and then Marcus abruptly hangs up. A few minutes later I get a call from the "General Manager" (although she never gave her name and for all I know it could have been someone posing as the General Manager. She apologizes and says she will send a crew...yes a crew....to my house in the morning as scheduled to fix my water problem.
September 9th, 2014-The crew consisted of just 2 people and they had no idea what the job was for. They couldn't make heads or tail of the work order they were given. The family member on site who met with Joel the month prior on the scene explained what needed to be done. One of the workers calls back to headquarters to clarify the job to be done as explained by us and so we are all on the same page and talks to Joel to get clarification. My family member who was on site for this work this day and was also in the basement with Joel on August 19th when he (Joel) told us the issue and laid out what they would do next month asked if he could speak to Joel once the worker was done since he met him once and wanted to get on the same page for the job. Joel REFUSED to speak to my family member and told the workers do not go down to the footers, just go down a little bit and that will be good enough. Joel REFUSED to get on the phone with my family member. The workers tell my family member that Joel is refusing to talk with him. That phone call ends. The workers tell my family member that they will go down a little bit but if they don't go down the 8ft they won't get the crack in the foundation and that it's really a waste of time and not worth doing anything. So the workers who are very confused and in a tough spot stuck in the middle call back to tell headquarters that there is no sense doing this job if they aren't going to do what is needed to cover the crack in the foundation. This time Joel gets on the phone with my family member and flat out said that when he was in my basement on August 18th he never said they were going down 8ft to the footers and he would never say that and that the work order is wrong. When it was pointed out to Joel that the work order has his signature on it and he did write that on the work order... Joel becomes belligerent as he was caught in a lie. His way to spin out of this is he pointed out that nobody is perfect and everyone makes mistakes. Joel gets off the phone then.
The workers can't make out the handwriting on the work order so they decide to look at where the water is coming in and just figure it out themselves. This "construction crew" of 2 people though doesn't have a Tape Measure. Yes you just read that right the construction crew they sent doesn't have a tape measure. So they asked to borrow one from my home. Then they asked my family member (a 64 year old man with no experience in any of this stuff or type of work) to measure off where they want them to dig on the side of the house. That's right, we paid $10,000 and another warranty service feel every year and Everdry sends a "construction crew" with no tools, supply's, and wants us the customer to figure out what needs to be done and measure out the job for them. The workers were told to do the entire side of the house, they balked at first but essentially just did most of the side of the house but not the entire side. They went down far (roughly and for my sake hopefully 8ft) and applied the tar, plastic and stones. Completed the job and left. Do I have any confidence this repair job was done correctly...NO!
September 10th, 2014-- Contacted Verizon to get the phone logs for the months of August and September for the 3 telephone numbers on file with Everdry to see if they did call and leave a message between August 18th to September 8th to reschedule this appointment as they claim. Was told no Rochester based or 1-800 numbers were ever called to any of the 3 phone numbers Everdry has on file. Verizon sent over hard copies of those 3 phone logs so we can have them for our records.
At 4pm on September 10th, 2014 we met with our attorney to explain the entire situation, hand over contracts and documents and explore all of our legal avenues to address this matter going forward.
What I just wrote above is not a Revdex.com Complaint, this is just a review. Fair warning to anyone looking to do business with Everdry in the Buffalo/Rochester/Syracuse New York region. Avoid this company at all costs. They have poor and flat our rude customer service and will have no problem lying to your face. On my end if there is any phone conversations with this company going forward all phone calls will be recorded as they lie and cannot be trusted. But honestly avoid this company at all costs. As you don't want to be in my situation which is now being forced into legal action against them. This company is just one big headache.
June 2, 2016To whom it may concern,In response to complaint number [redacted], Everdry Waterproofing of Upstate New York installed the initial waterproofing job in June of 2012. The work was originally done for Mr. & Mrs. [redacted].Mrs. [redacted] called in to us to say that the discharge line...
in the yard was puddling. The supervisor went out and explained to Mrs. [redacted] that our contract (please see attached) is to divert the water away from the walls and the floor of the foundation, we do not do yard drainage. Everdry cannot tell how much water will continue to drain from the basement due to weather and the water table.Mrs. [redacted] was selling her property and wanted to get the issue resolved. She contacted an outside company to come in and move the discharge line. She called in to let us know that the outside company she used made the connection to our line and moved her discharge line out past her fence. She informed us that where the connection was made to our old discharge had begun to leak. Again, we explained to Mrs. [redacted] that the outside company that she hired was responsible for the connection. Mrs. [redacted] then sold her property to [redacted]. When the transfer process was complete supervisors came out to her home to explain to her our system. We also explained that the new company back pitched the end of the discharge line and that Everdry was not responsible for the water in the yard. However, we wanted to build a good relationship and as a courtesy to the new homeowners we were willing to help out and try to come up with a solution. The solution that came up involved tying into the storm drain in the front of the house due to the water pooling in the yard which is not part of our contract. We got in touch with the town and had them come out to see if it would be a possibility to tie into the storm drain. Once we got the OK from the town, the next step was to speak with the neighbors because we would have to dig into the neighboring property in order to tie into the storm. On April 27th we spoke with Ms. [redacted] who informed us that she did not know the neighbors and that she was going to get us the neighbors address so we could send out a letter to get in touch with them. We could not proceed without the neighbor’s permission. Ms. [redacted] and the General Manager played phone tag for about a week. Then on May 13th the General Manager spoke with Ms. [redacted] and got the address to the neighbor that we needed to get in touch with. A letter was then sent out to the homeowner on May 17th (please see attached postage log) explaining the situation and asking them to please contact us so that we could discuss the situation. Ms. [redacted] called back on May 17th asking the status of the situation and at that time she was informed that a letter had been sent to the neighbor and that we were waiting to hear from them before we could move forward. As of today, June 2nd, 2016, we still have not heard from the neighbors.Everdry Waterproofing understands and appreciates the frustration that Ms. [redacted] is having. We are trying to get the issue resolved even though the problem was not caused from our work. Without speaking to the neighbors we cannot move forward with the plan to tie into the storm because we would need their permission to dig on their property. Ms. [redacted] could have spoken to the neighbors directly and explained the situation and gotten permission herself, or had the neighbors contact us to move forward. At this time our hands are tied. Everdry was willing to help out with the current situation, even though this work is outside the realm of our contract. Due to Ms. [redacted]’s concerns and urgency to get the work done Everdry feels it would be in her best interest to contact another company to tie into the storm drain due to a possible shorter wait time. Everdry will continue to warrant what is covered under our contract (please see the paragraph on service agreement on the front of the attached contract.Sincerely,Jessica [redacted]General Manager
Tell us why here...
Several years ago we had a serious basement water problem whenever we had heavy rains or snow melt. We turned to Everdry from an ad in the local newspaper. Their representative came out and explained what the problem was and how it could be fixed. It was expensive but needed to be done. Since then we have had no more problems. At one point we did have a problem with the pump but they were right out and fixed the problem so no water damage occured. [redacted]
Once an appointment was made, for an estimate, the estimator arrived on time, and was extremely professional in his explanation, and manner. The work crew, like the estimator, arrived on the proper date at the proper time, and commenced work immediately. The entire crew was polite, professional, and efficient. They worked diligently through the day, refusing a lunch break, so that they could finish in a timely fashion, and within budget, and time restraints. The job they performed, rectified my water problem. In my case, they worked on the garage, that is approximately 75% below grade level. My garage continually had water accumulations on the floor, and during the springtime, during spring melt, look like an indoor swimming pool. Since Everdry performed their work, I have not had one drop of water in my garage. I might add, that they performed their work on the day promised, and in a timely and professional manner.
I had a problem with the battery backup charger, and the battery. A company representative was at my house within two days, and he immediately, without question or hesitation, replaced the battery charger, and the battery.
I would recommend Everdry, without hesitation, or reservation. It is reassuring to find a company in this area, the takes a personal interest in their work, performs it in a professional manner, within budget, and in a timely fashion.
May 24, 2016 To whom it may concern, In response to complaint number [redacted], Everdry Waterproofing of Upstate New York installed the initial waterproofing job in July of...
2012. We are sorry that the work at your home was disappointing. We understand your disappointment and appreciate the inconvenience this must have caused. There is no question that your experience was less than par and did not meet our customer standards. The basement waterproofing system is designed to prevent water seepage into the foundation of the home. The company makes good faith efforts to ensure the homeowner is pleased with the work by having them sign a service sheet. (Please see attached sheets). We have continued to return and offer repairs as part of the service agreement. The Operations and General Manager came out to Ms. [redacted] home to express their apologies for the poor customer service. They offered to replace the old concrete floor and put up new sheeting so that cosmetically she would be more satisfied. They also gave her a new smart power system valued at $1,700. They offered to do the work on a Saturday so she did not have to take any time off work and could pick the Saturday of her choice. They offered to move the stuff into the center of the basement so she would not be put out. Ms. [redacted] accepted our offer to re-concrete the entire perimeter of the basement floor with new sheeting and a new Smart Power System at no charge. She declined for us to move the items in the basement. Ms. [redacted] asked us to come on Saturday, April the 9, 2016. Our Operations Manager went out to do the work and sit on the job to make sure we were meeting all expectations. Our General Manager stopped out before the concrete was laid and asked Ms. [redacted] to do a walk around to ensure she was satisfied. Once Ms. [redacted] said everything looked good the crew under Operations Manager laid the concrete. Ms. [redacted] sent a message to the office on April 25th stating that we were supposed to bring some top cap for the sheeting and she hadn’t heard from anyone to deliver. She also said the sheeting had now bubbled off the wall and did not cosmetically like the look. However, her basement at this point is dry. Then she requested a refund of $2,321.62. Our Operations Manager set up another appointment to go see what had happened because the sheeting was flush to the wall when he left. He set up another appointment on a Saturday of her choice to fix the sheeting. When fixing the sheeting on May 21, 2016. He found glue that could have reacted and push the sheeting away. He chipped the glue off and replaced at no charge to the homeowner. (Please see attached sheet where we have completed and satisfied Ms. [redacted] concerns.) The management team at Everdry Waterproofing is committed to addressing the concerns of Ms. [redacted] and have been doing so since the completion of her waterproofing job. Everdry will continue to address her concerns as part of her service agreement. We are actively training and developing our employees in customer service because protecting our reputation and creating raving fans is a key priority to us. We cannot pay the remainder of the loan, but would be willing to waive your service agreement fee for 5 years on top the Smart Power System at no charge. Again, we apologize for the less than par customer service and regret any inconvenience caused a result., Sincerely John [redacted] President
After having so many problems with water damage in my basement, I had
Everdry, water proof my basement. It's been over seven years, and thankfully, the
problem has been resolved! Thank you Everdry!
Have been with Everdry for years now.After a free estimate I went with the plan to dry up my basement. Installation went fairly smooth but had a couple of issues with the work. They came back promptly and repaired all issues. Dry basement for years. Got the yearly protection plan. Well worth it. Had an issue after about 9 years. Called and technition came out. Fix my problem. Found another issue with an old pump. Replaced it on the spot. Always had great relationship with the company. Friendly helpful staff. Worth for anyone with wet basement give them a cal.
We apologize for the inconvenience. We do offer estimates at no charge. This is not our normal business practice and we do not condone making phone calls in this manner....
We appreciate the feedback so we can train and educate are staff so that this doesn't happen in the future. Your information has been removed from our calling lists. Your name has also been put on our internal do not call list. If ever in the future you require a free estimate, please contact us at [redacted].
To whom it may concern: We understand that Jean Falkey is upset about us covering up her gravity drain. Jean did contract Everdry to put in a pressure relief system as part of her contract. We spoke with Jean and about the placement of our crock and sump pump during the...
installation process. Jean did in fact sign off that the placement was okay. Our pressure relief system would take the place of her gravity drain. Jean's system was installed in April 2015. Jean signed a completion certificate stating she was happy with the work. Jean would like her gravity drain back because she does not want to pay for the electricity. Everdry scheduled an appointment to review these concerns and explain to her that she contracted us to put a sump pump in her home to pump water out of the foundation. Everdry wants the customer to be happy so we have an appointment scheduled to go out the week of November 7th to attempt to let her utilize her gravity drain so she will not have to pay the electricity. Please let us know if there is any other information needed.Sincerely
Jessica R[redacted]
General Manager
I would like to say Everdry Waterproofing commitment is 100% true to having a dry and mold free basement. After purchasing my house in Aug 2005 we had the worst storm in late September which flooded my basement. The water came up to your calf and damaged everything in the basement and mold set in. Since having Everdry Waterproofing installed I have not had a bit or water or mold till this day. We have had quite a few storms and Thanks to Everdry my basement is DRY. I want to thank Everydry for their outstanding service since 2005 till today along with the customer service received when making payments by phone and whenever I call the office. I would recommend Everdry Waterproofing to anyone. Thanks again
[redacted]
I moved into a home that had everdry waterproofing currently installed. I noticed some areas that needed to be re-cemented and they came out no problems and free of charge with the yearly warranty. I have had no issues with them and recommend their business. -**
Everdy does excellent work and with the yearly warranty they return every year to inspect for any cracks or leaks. Administration personnel is very pleasant, helpful and will connect you with proper department as well as follow up.
We have had no major issues since work was completed in 2007. Several small seal cracks were fixed immediately.
This past November I had Everdry do the waterproofing in my basement and I must say they did an excellent job. The crew was very professional and courteous. They kept me informed with every step. They were on time every morning. they cleaned up when they were done. After they were done the foreman took me around my house to make sure I was happy with everything. Good job guys
Everdry has saved my basement from always being damp and water coming up from the broken up concrete in the floor for 6 years now. Every time it would rain and the water table was up I would have to sand bag around my furnace and start shoveling water towards the old sump pump hole. Now I haven't had to worry about any of that. No mold, No smell of dampness in the house!! Anytime u do need something they are there to help. Great customer service goes a long way with me.
We had our basement waterproofed in May 2014, and haven't had an issue since! We called a couple of times with questions and they were very thorough. We recently had them out to reseal the outside foundation wall on the driveway which was cracking due to the rough winter. They used a different material that should withstand the weather better. They have always been professional, courteous and informative.
To whom it may concern,
We apologize for the inconvenience. We do offer estimates at no charge. This is not are normal practice and we do not condone making phone calls in this manner. We appreciate the feedback so we can train and educate are staff so that this doesn't happen in the future. We are more than happy to remove you from our calling material. In order to do so we needed your contact information, which we have received through this correspondence. Your information has been removed from our calling lists. If ever in the future you require a free estimate, please contact us at (585) 247-7692.
Sincerely,
[redacted]
I just read another customer review for this company which turns out to be word for word what I was going to write, right down to the names of the "customer service" people. I just wish I had read it before we let them do the work on our home. Everdry does the initial work, takes your money, then washes their hands of you. NO ONE should ever do business with this company. They are all scam artists and liars. Good luck getting them to come out if you have any further issues.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. What I am accepting is the companie's promise to come on Jne 18th and complete the work, not only to my satisfaction but also to the companie's promise of a dry basement.
Regards, [redacted]
Avoid this company at all costs. The only way to tell my story is through a timeline so here it is.
Feb 2012--Noticed Water coming into my basement called Everdry to come up to give an estimate. A few days later a sales rep came to my house to give the estimate and take all of our information.
March 2012--Signed a contract with Everdry to fix the issue and Waterproof my entire basement. Total cost was at $10,000. Put 75% down and financed the other 25%. Warranty wise, the first year they guarantee 100% every year after you pay $50 each year and if there are any issues with the sub-pump they install or if any water gets into the basement they fix it free of charge.
June 2012--Work began on my home on June 16th. The job took a total of 2 days. They sent a crew of 5-8 people to complete the job.
June 2013--Got my first Warranty bill, paid $50 by check so I was covered if any issues occurred in the next year. (I have a copy of the canceled check.)
June 2014--Received my 2nd Warranty bill and paid another $50 by check so I was covered if any issues occurred in the next year. (I have a copy of this canceled check as well.)
August 3rd 2014--Noticed a little water starting to creap into my basement from the outside (this was a Sunday).
August 4th 2014--Called Everdry at 4pm after work to ask to talk to someone who could address this issue. Got a secretary and she took a message and told me the person I need to speak with is on the other line and would phone me back immediately. Expecting a call back shortly, I waited. 90 minutes and with no return phone call I phoned back and was told by another secretary that everyone who I would need to talk to goes home at 5pm and there is nobody there at the moment to help me. She took my information and my message and assured me first thing in the morning at 9am or so I would get a phone call back and someone would help me with my issue.
August 5th, 2014--No morning phone call, on my lunch break at work at 1pm I phone Everdry. Get the same song and dance that the person I need to speak to is on the other line and they will take a message and call me right back. I notified the secretary that this is the 3rd phone call in less than 12 hours and I haven't gotten a phone call back. She assured me that I would get a call back within the hour. Fast forward to 4pm I am now leaving my full time job and heading to my part-time job and still haven't heard back. I called a family member to see if they could get through to someone since I was having no luck nor had the time (since I work 2 jobs) to keep this game of trying to get someone on the phone going. Because if we couldn't we would need to figure out a way to solve this and maybe contact an attorney. And by this time the water was coming into my basement at a greater rate. This family member calls and gets a manager of some sort named Joel. Joel apologizes to my family member for the confusion and said that they would send someone up to my home on August 14th to look at my problem. And they would call on August 13th to confirm this appointment.
August 13th- Nobody called to confirm the appointment in the morning. At 12:15pm my family member called to just confirm they were coming over the following day. The secretary said everyone was at lunch and we should call back. At 1:20 we call back The secretary (her name was Mary) said the service people are not available at the moment. We just asked to confirm the next day appointment and didn't need to talk to a service person. Mary found the scheduling book and said we were not down for a visit the following day. So that conversation ended and we phoned back at 2:00pm hoping to talk to Joel to clear this up but Joel isn't available and we were told he would call us back later. No call came. At 3:45pm we call again we got Mary again and she transferred us someone named Walter. Explain the entire story to Walter and Walter tells us Joel isn't the person who should be handling theses issues and talking to you. Walter tells us nobody will be coming in the morning to the home to look at the problem, but he schedules us for an appointment on August 19th. They will call and confirm on August 18th.
August 18th, 2014--No confirmation call came in the morning. Late in the afternoon around 4pm or so I contacted Everdry and a secretary confirmed our appointment for the following day.
August 19th, 2014-Joel from Everdry shows up at my door for the home inspection and to check out the problem he meets with 2 family members in the basement where the water issue is. YES, this is the same Joel who Walter at Everdry told us over the phone a week prior that Joel isn't the person who handles these issues. Joel finds a crack in the foundation and where the water is coming. Joel said they will come up to fix this. That they need to dig down to the footers and go 8ft deep not the 6ft like they did last time. Put tar of some sort on the foundation to cover and seal the crack, then put down plastic and stone. Joel in my basement schedules our appointment for September 9th. He said we will get a phone call on September 8th to confirm the appointment.
September 8th, 2014-No confirmation phone call comes. Family member calls at 3pm and talks to a manager of some sort named Marcus and Marcus tells us that they aren't coming up tomorrow to fix the problem. That they tried to reschedule the appointment but we never got back to them. My family member asks when they called, Marcus becomes very short over the phone and hangs up abruptly. I (the homeowner) get home from work at 4:00pm and call to simply ask why aren't they coming up tomorrow and what is this confusion and problem. I get Marcus on the phone and Marcus goes into a tirade how he doesn't like how I am talking to him and claims I am yelling (I wasn't yelling and was simply asking if they are coming up tomorrow and why am I being told they aren't.) I explain if they aren't coming up this is going to be handed over to my lawyer. Marcus gives no answers and then gives me a lecture in a condescending tone. After being lectured by Marcus on "phone etiquette" he tells me they tried calling me to re-schedule but we never responded to their message. So I ask, what number did you call and when did this call take place. His answer was I personally called your cell, you have 3 numbers on file, so I called your cell and left a message. I asked when, he couldn't give an approximate date. I state, I never received the call or the message and YES I do have 3 numbers on file for this reason alone, so if you call one number and can't get a hold of me call one of the other 2 and myself or a family member can be reached at all times 24 hours a day. Plus all 3 phone lines have voicemail and we never received a message on any of those phone numbers. Marcus became belligerent over the phone and said he didn't need to be talked to this way, tells me to stop yelling at him (again I wasn't yelling I was speaking in a normal tone as I just wanted this job done at this point cause you know I have water coming in my basement) and then Marcus abruptly hangs up. A few minutes later I get a call from the "General Manager" (although she never gave her name and for all I know it could have been someone posing as the General Manager. She apologizes and says she will send a crew...yes a crew....to my house in the morning as scheduled to fix my water problem.
September 9th, 2014-The crew consisted of just 2 people and they had no idea what the job was for. They couldn't make heads or tail of the work order they were given. The family member on site who met with Joel the month prior on the scene explained what needed to be done. One of the workers calls back to headquarters to clarify the job to be done as explained by us and so we are all on the same page and talks to Joel to get clarification. My family member who was on site for this work this day and was also in the basement with Joel on August 19th when he (Joel) told us the issue and laid out what they would do next month asked if he could speak to Joel once the worker was done since he met him once and wanted to get on the same page for the job. Joel REFUSED to speak to my family member and told the workers do not go down to the footers, just go down a little bit and that will be good enough. Joel REFUSED to get on the phone with my family member. The workers tell my family member that Joel is refusing to talk with him. That phone call ends. The workers tell my family member that they will go down a little bit but if they don't go down the 8ft they won't get the crack in the foundation and that it's really a waste of time and not worth doing anything. So the workers who are very confused and in a tough spot stuck in the middle call back to tell headquarters that there is no sense doing this job if they aren't going to do what is needed to cover the crack in the foundation. This time Joel gets on the phone with my family member and flat out said that when he was in my basement on August 18th he never said they were going down 8ft to the footers and he would never say that and that the work order is wrong. When it was pointed out to Joel that the work order has his signature on it and he did write that on the work order... Joel becomes belligerent as he was caught in a lie. His way to spin out of this is he pointed out that nobody is perfect and everyone makes mistakes. Joel gets off the phone then.
The workers can't make out the handwriting on the work order so they decide to look at where the water is coming in and just figure it out themselves. This "construction crew" of 2 people though doesn't have a Tape Measure. Yes you just read that right the construction crew they sent doesn't have a tape measure. So they asked to borrow one from my home. Then they asked my family member (a 64 year old man with no experience in any of this stuff or type of work) to measure off where they want them to dig on the side of the house. That's right, we paid $10,000 and another warranty service feel every year and Everdry sends a "construction crew" with no tools, supply's, and wants us the customer to figure out what needs to be done and measure out the job for them. The workers were told to do the entire side of the house, they balked at first but essentially just did most of the side of the house but not the entire side. They went down far (roughly and for my sake hopefully 8ft) and applied the tar, plastic and stones. Completed the job and left. Do I have any confidence this repair job was done correctly...NO!
September 10th, 2014-- Contacted Verizon to get the phone logs for the months of August and September for the 3 telephone numbers on file with Everdry to see if they did call and leave a message between August 18th to September 8th to reschedule this appointment as they claim. Was told no Rochester based or 1-800 numbers were ever called to any of the 3 phone numbers Everdry has on file. Verizon sent over hard copies of those 3 phone logs so we can have them for our records.
At 4pm on September 10th, 2014 we met with our attorney to explain the entire situation, hand over contracts and documents and explore all of our legal avenues to address this matter going forward.
What I just wrote above is not a Revdex.com Complaint, this is just a review. Fair warning to anyone looking to do business with Everdry in the Buffalo/Rochester/Syracuse New York region. Avoid this company at all costs. They have poor and flat our rude customer service and will have no problem lying to your face. On my end if there is any phone conversations with this company going forward all phone calls will be recorded as they lie and cannot be trusted. But honestly avoid this company at all costs. As you don't want to be in my situation which is now being forced into legal action against them. This company is just one big headache.
June 2, 2016To whom it may concern,In response to complaint number [redacted], Everdry Waterproofing of Upstate New York installed the initial waterproofing job in June of 2012. The work was originally done for Mr. & Mrs. [redacted].Mrs. [redacted] called in to us to say that the discharge line...
in the yard was puddling. The supervisor went out and explained to Mrs. [redacted] that our contract (please see attached) is to divert the water away from the walls and the floor of the foundation, we do not do yard drainage. Everdry cannot tell how much water will continue to drain from the basement due to weather and the water table.Mrs. [redacted] was selling her property and wanted to get the issue resolved. She contacted an outside company to come in and move the discharge line. She called in to let us know that the outside company she used made the connection to our line and moved her discharge line out past her fence. She informed us that where the connection was made to our old discharge had begun to leak. Again, we explained to Mrs. [redacted] that the outside company that she hired was responsible for the connection. Mrs. [redacted] then sold her property to [redacted]. When the transfer process was complete supervisors came out to her home to explain to her our system. We also explained that the new company back pitched the end of the discharge line and that Everdry was not responsible for the water in the yard. However, we wanted to build a good relationship and as a courtesy to the new homeowners we were willing to help out and try to come up with a solution. The solution that came up involved tying into the storm drain in the front of the house due to the water pooling in the yard which is not part of our contract. We got in touch with the town and had them come out to see if it would be a possibility to tie into the storm drain. Once we got the OK from the town, the next step was to speak with the neighbors because we would have to dig into the neighboring property in order to tie into the storm. On April 27th we spoke with Ms. [redacted] who informed us that she did not know the neighbors and that she was going to get us the neighbors address so we could send out a letter to get in touch with them. We could not proceed without the neighbor’s permission. Ms. [redacted] and the General Manager played phone tag for about a week. Then on May 13th the General Manager spoke with Ms. [redacted] and got the address to the neighbor that we needed to get in touch with. A letter was then sent out to the homeowner on May 17th (please see attached postage log) explaining the situation and asking them to please contact us so that we could discuss the situation. Ms. [redacted] called back on May 17th asking the status of the situation and at that time she was informed that a letter had been sent to the neighbor and that we were waiting to hear from them before we could move forward. As of today, June 2nd, 2016, we still have not heard from the neighbors.Everdry Waterproofing understands and appreciates the frustration that Ms. [redacted] is having. We are trying to get the issue resolved even though the problem was not caused from our work. Without speaking to the neighbors we cannot move forward with the plan to tie into the storm because we would need their permission to dig on their property. Ms. [redacted] could have spoken to the neighbors directly and explained the situation and gotten permission herself, or had the neighbors contact us to move forward. At this time our hands are tied. Everdry was willing to help out with the current situation, even though this work is outside the realm of our contract. Due to Ms. [redacted]’s concerns and urgency to get the work done Everdry feels it would be in her best interest to contact another company to tie into the storm drain due to a possible shorter wait time. Everdry will continue to warrant what is covered under our contract (please see the paragraph on service agreement on the front of the attached contract.Sincerely,Jessica [redacted]General Manager
Tell us why here...
Several years ago we had a serious basement water problem whenever we had heavy rains or snow melt. We turned to Everdry from an ad in the local newspaper. Their representative came out and explained what the problem was and how it could be fixed. It was expensive but needed to be done. Since then we have had no more problems. At one point we did have a problem with the pump but they were right out and fixed the problem so no water damage occured. [redacted]
Once an appointment was made, for an estimate, the estimator arrived on time, and was extremely professional in his explanation, and manner. The work crew, like the estimator, arrived on the proper date at the proper time, and commenced work immediately. The entire crew was polite, professional, and efficient. They worked diligently through the day, refusing a lunch break, so that they could finish in a timely fashion, and within budget, and time restraints. The job they performed, rectified my water problem. In my case, they worked on the garage, that is approximately 75% below grade level. My garage continually had water accumulations on the floor, and during the springtime, during spring melt, look like an indoor swimming pool. Since Everdry performed their work, I have not had one drop of water in my garage. I might add, that they performed their work on the day promised, and in a timely and professional manner.
I had a problem with the battery backup charger, and the battery. A company representative was at my house within two days, and he immediately, without question or hesitation, replaced the battery charger, and the battery.
I would recommend Everdry, without hesitation, or reservation. It is reassuring to find a company in this area, the takes a personal interest in their work, performs it in a professional manner, within budget, and in a timely fashion.
May 24, 2016 To whom it may concern, In response to complaint number [redacted], Everdry Waterproofing of Upstate New York installed the initial waterproofing job in July of...
2012. We are sorry that the work at your home was disappointing. We understand your disappointment and appreciate the inconvenience this must have caused. There is no question that your experience was less than par and did not meet our customer standards. The basement waterproofing system is designed to prevent water seepage into the foundation of the home. The company makes good faith efforts to ensure the homeowner is pleased with the work by having them sign a service sheet. (Please see attached sheets). We have continued to return and offer repairs as part of the service agreement. The Operations and General Manager came out to Ms. [redacted] home to express their apologies for the poor customer service. They offered to replace the old concrete floor and put up new sheeting so that cosmetically she would be more satisfied. They also gave her a new smart power system valued at $1,700. They offered to do the work on a Saturday so she did not have to take any time off work and could pick the Saturday of her choice. They offered to move the stuff into the center of the basement so she would not be put out. Ms. [redacted] accepted our offer to re-concrete the entire perimeter of the basement floor with new sheeting and a new Smart Power System at no charge. She declined for us to move the items in the basement. Ms. [redacted] asked us to come on Saturday, April the 9, 2016. Our Operations Manager went out to do the work and sit on the job to make sure we were meeting all expectations. Our General Manager stopped out before the concrete was laid and asked Ms. [redacted] to do a walk around to ensure she was satisfied. Once Ms. [redacted] said everything looked good the crew under Operations Manager laid the concrete. Ms. [redacted] sent a message to the office on April 25th stating that we were supposed to bring some top cap for the sheeting and she hadn’t heard from anyone to deliver. She also said the sheeting had now bubbled off the wall and did not cosmetically like the look. However, her basement at this point is dry. Then she requested a refund of $2,321.62. Our Operations Manager set up another appointment to go see what had happened because the sheeting was flush to the wall when he left. He set up another appointment on a Saturday of her choice to fix the sheeting. When fixing the sheeting on May 21, 2016. He found glue that could have reacted and push the sheeting away. He chipped the glue off and replaced at no charge to the homeowner. (Please see attached sheet where we have completed and satisfied Ms. [redacted] concerns.) The management team at Everdry Waterproofing is committed to addressing the concerns of Ms. [redacted] and have been doing so since the completion of her waterproofing job. Everdry will continue to address her concerns as part of her service agreement. We are actively training and developing our employees in customer service because protecting our reputation and creating raving fans is a key priority to us. We cannot pay the remainder of the loan, but would be willing to waive your service agreement fee for 5 years on top the Smart Power System at no charge. Again, we apologize for the less than par customer service and regret any inconvenience caused a result., Sincerely John [redacted] President
After having so many problems with water damage in my basement, I had
Everdry, water proof my basement. It's been over seven years, and thankfully, the
problem has been resolved! Thank you Everdry!
Have been with Everdry for years now.After a free estimate I went with the plan to dry up my basement. Installation went fairly smooth but had a couple of issues with the work. They came back promptly and repaired all issues. Dry basement for years. Got the yearly protection plan. Well worth it. Had an issue after about 9 years. Called and technition came out. Fix my problem. Found another issue with an old pump. Replaced it on the spot. Always had great relationship with the company. Friendly helpful staff. Worth for anyone with wet basement give them a cal.
We apologize for the inconvenience. We do offer estimates at no charge. This is not our normal business practice and we do not condone making phone calls in this manner....
We appreciate the feedback so we can train and educate are staff so that this doesn't happen in the future. Your information has been removed from our calling lists. Your name has also been put on our internal do not call list. If ever in the future you require a free estimate, please contact us at [redacted].
To whom it may concern: We understand that Jean Falkey is upset about us covering up her gravity drain. Jean did contract Everdry to put in a pressure relief system as part of her contract. We spoke with Jean and about the placement of our crock and sump pump during the...
installation process. Jean did in fact sign off that the placement was okay. Our pressure relief system would take the place of her gravity drain. Jean's system was installed in April 2015. Jean signed a completion certificate stating she was happy with the work. Jean would like her gravity drain back because she does not want to pay for the electricity. Everdry scheduled an appointment to review these concerns and explain to her that she contracted us to put a sump pump in her home to pump water out of the foundation. Everdry wants the customer to be happy so we have an appointment scheduled to go out the week of November 7th to attempt to let her utilize her gravity drain so she will not have to pay the electricity. Please let us know if there is any other information needed.Sincerely
Jessica R[redacted]
General Manager
I would like to say Everdry Waterproofing commitment is 100% true to having a dry and mold free basement. After purchasing my house in Aug 2005 we had the worst storm in late September which flooded my basement. The water came up to your calf and damaged everything in the basement and mold set in. Since having Everdry Waterproofing installed I have not had a bit or water or mold till this day. We have had quite a few storms and Thanks to Everdry my basement is DRY. I want to thank Everydry for their outstanding service since 2005 till today along with the customer service received when making payments by phone and whenever I call the office. I would recommend Everdry Waterproofing to anyone. Thanks again
[redacted]
I moved into a home that had everdry waterproofing currently installed. I noticed some areas that needed to be re-cemented and they came out no problems and free of charge with the yearly warranty. I have had no issues with them and recommend their business. -**
Everdy does excellent work and with the yearly warranty they return every year to inspect for any cracks or leaks. Administration personnel is very pleasant, helpful and will connect you with proper department as well as follow up.
We have had no major issues since work was completed in 2007. Several small seal cracks were fixed immediately.