LJ Ross Associates, Inc.

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.  We agree to settle this matter If the motor is replaced, and the other motors in the other system are checked also to prevent any future issues.  And they replace the outside fitting and run the new discharge lines.  We are also not signing anything that voids any part of our original agreement. Please contact us ASAP to put this matter behind us.  Thanks 
Regards,
[redacted]

November 16, 2015 Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh PA 15220  Attention Patricia Cook, Case ID 10950233 Gentlemen: Keystone Basement Systems and I have resolved our differences and I am retracting my complaint filed 11/12/2015. They have completed the work in workmanlike...

manner.Very truly yours,Very  cc: Keystone Basement Systems.

As a 3rd party company, involved in a real estate transaction, we are always in a difficult position when we are called in to fix things.  The seller wants to do as little as possible to fix the issue and the buyer wants the problem fixed to a higher degree.  The buyer has a long-term...

ownership outlook whereas the buyer has an extremely short-term one.  Thus, when we fix things we are not always doing all of the work needed.  This is a perfect example of such a scenario.  Due to this fact, we have a very detailed contract that explains what IS covered and what IS NOT covered.The original scope of work did not include a dehumidifier...which is usually a standard feature.  Over time that was proven to be needed.  The additional scope of work is also needed.  The client has solid cells in thew corners which requires a wall membrane.  WE ACTUALLY SAID WE WOULD FIX THE CORNER AREAS FOR FREE!  That said, to do the entire wall section (even areas not needed for a uniform cosmetic looks) we would do for the reduced price of $600.In closing, I have a remedy...let us fix the problem area, for free, as we stated before.

From: [redacted]Date: Mon, Aug 8, 2016 at 2:11 PMSubject: #[redacted] - Complaint against Keystone Basement SystemsTo: "[redacted]To:  [redacted]/Operations Team: Dear Ms. [redacted], I wanted to respond to your letter that you sent dated 7/21/16 – ID# [redacted] I never did have a chance to respond to let the Revdex.com know that the issue was never resolved to my satisfaction.  Unfortunately, you closed the case and I never had a chance to respond.  There was a death in the family and my time was occupied with the funeral and funeral arrangements.  I have pasted my initial complaint below: I used KEYSTONE BASEMENT SYSTEMS to waterproof my basement.  Was that a MISTAKE!Here are the problems I had with them: ·         They pestered me until I scheduled the appointment, grabbed my money, and ran from a subpar job.·         They drilled right next to my water sprinkler system and damaged it.  When I told them to stop drilling they didn’t.  I now have trouble turning it off and on at the outside lever.·         At 5:00 pm, they took off, giving me no instructions as to how the system operates.·         They never finished the cement on the floor, and left it very rough.  It would have taken an extra five minutes to smooth it out and extend the cement so the job was done right.·         Under contract, there was to be TWO coats of paint.  They did one and I had to call to complain to get them to come out and do the second coat.·         They mixed the cement on my grass and killed the grass.·         When they were leaving, they didn’t plug in system, and I had to ask them to do that.  They asked me if I had extension cords.  Then they left the electrical cords hanging, and weren’t going to plug it in until I asked them.  They left old sump pump in place, but unplugged.·         When I called to complain and ask them to come back and clean up their mess, it took two weeks and they never did all I asked them to do.  The owner kept saying we fulfilled the contract – YEAH BARELY!!!·         They have untrained workers who admitted they had other jobs, but were filling in with this.  The workers were not respectful of my property. ·         When the supervisor came to inspect the job, he admitted it was a bad job.  You know there’s problems in an organization when everyone bad mouths other co-workers.  The crew said the sales guy didn’t know what we was talking about when he said it would take three days and it only took one.  The supervisor who came out to fix all the problems said the crew didn’t know what they were doing.  Everyone promised something and never delivered.The worst part is not one person from the owner to “customer service” to the crew every cared to satisfy me.  It was a horrible experience for me and I would NEVER RECOMMEND OR USE KEYSTONE BASEMENT SYSTEMS again!  The story is that Keystone Basement Systems has such a huge legal team that there is no way I could ever fight them.  The water sprinkler system was affected, but there is no way for me to prove that they did it, even though they did.  They did a very shoddy job, but according to the owner, they did complete the contract as written – no more was done.  They did come back to do another coat of paint, but never completed the work on the basement floor and I had to pay $650 to another contract for the cement work.    The attitude of the owner was so nasty and threatening, I do not want to deal with him. Do you suggest any other way I can get the word out to the public that they are not a good organization to work with.  I can go through social media but I prefer to be more professional and go through the Revdex.com.  I just hate to see such a bad organization get away with poor service and poor quality work. Thank you!  At Your Service![redacted]Dr. [redacted] **  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company has provided a resolution but we are not convinced it is the correct resolution.  We had another professional company examine the situation who said that the weep holes were not drilled properly to determine if the walls were in fact filled solid in the corners.  This is evident because you would see the holes.  Can Keystone perform the proper follow up to ensure that this is the proper remedy?
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

It would be our pleasure to substantiate the claims of the complaint.  We will need the client to return our messages to do so.  To date we have placed 2 calls to the client to set up an inspection of the project.  Just this last weekend we extended an invitation for 3 senior members...

to come out on Monday August 31st but we never heard back from the client.Rather than go back and fourth over who called who, please have the client call Joshua E[redacted], Operations Manager on his cell ###-###-####.  With that number there should be no reason why the client cannot set up a time to review these claims.

The customer has a foundation that is very non-standard.  The foundation type is called a "monolithic" whereas the floor and footer are one "monolithic" pour and therefore are considered one entity.  This is highly uncommon in this country to have this type of situation.  The reason I...

choose this as the starting point for the explanation is that conventional interior waterproofing methods will not work on this foundation type.  Cutting the floor would destabilize the sections under the load bearing walls.  Removing, or unconfining, the soil  thereafter would lend to overall foundation instability.  Thus neither the client or Keystone considered this as a viable option once it was discovered that the client had this foundation type.When this type of foundation is encountered there is only one viable method of waterproofing...total foundation excavation.  Our inspector verbally discussed this but the budget the client had and the terrain conditions did not allow for it.  This method was discussed but turned down by the client.At this point the client asked if we could do anything to help.  Now, as a member of the Revdex.com who reads, mediates and decides on best business practices, you probably can already see the danger in offering or installing a triage type system.  You are probably thinking that if a company would offer such a solution that the Contractor should draw up an agreement where the homeowner knows exactly what to expect as well as the limitations.  WE DID THAT.   I create a release document and had a company representative go over to the homeowners house so if he had any questions we could answer them face to face.  (Please see attached release document)In the end all parties understood and agreed that this was an experimental option.  Additionally, we installed a pumping station that is almost two-thousand dollars.  Moreover, if you read the attached documents, you will see that this was as transparent a transaction as possible.  I fully understand that the majority of issues between contractor and customer are poor communication, but this was excellent communication.  Not only did we have the terms of our working relationship well defined, but I had a rep drive over and discuss them in person before he signed.

It is my pleasure to explain our position:1.  Inside and Outside done on the same day.  It is true that this was the original plan, but our Ditch Witch C24X required repair as the fuel pump was starting to become clogged.  As soon as the machine was back, we did the work...as stated...

in Ms. [redacted]'s complaint.  Ms. [redacted] was a priority as one can see by the fact that she was installed after the machine was returned to us.2.  Drain placement - It is also true that the drain is 1-2 feet away from the base of the hill...because it is meant to be.  Placing the drain at the point where the incline ends and the flatter area begins would only invite more debris from running water and hasten the demise of the drain.  Exterior drains such as this are placed a foot or two away from the base of the hillside to reduce debris load.  THIS IS THE CORRECT WAY.  Now I am sure that Dean likely said that the drain would be "placed at the base of the hillside" because that is what anyone would say. No one in regular conversation would stay "the drain shall be placed in such a manner so to be at the base of the hillside to collect the water, but not so close to the base to incur the maximum amount of surface debris that may or may not accumulate.  Therefore the drain shall be placed approximately 1-2 feet or at a distance of the supervisor's discretion."  More importantly the attached contract will show the the Contractor has the final say on the placement and direction.  3.  Refund - We will not agree to any refund of any kind.  Quite frankly we feel that the request is ridiculous.  Our machine required service.  Although it is certainly inconvenient, it is hardly bad business.  Moreover, no terms or conditions were agreed to stating that in the event of a delay a refund would be granted.  Thank you.

I will contact the client to hang the polyvinyl membrane addition needed for when a client has filled cells in his masonry block.