Lowcountry Basement Systems

I am sorry to hear that we did not achieve the results you were expecting with your concrete repair project. We aim to not only provide great service, but to exceed our customer’s expectations. Since we did not succeed in this case, and we were unable to correct the installation since you had the...

concrete removed, we agree to refund the cost of your project in the amount of $3,775.68 via the original payment method we have on file (Visa).

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

The homeowner contacted our company on 03/17/15 for a free
foundation evaluation, stating “house settling, wet basement”. We performed a
free evaluation on 06/30/15, in which the homeowner was presented with two separate
solutions- a foundation repair proposal for $8,920.00 to address the...

house
settling issue, and a crawl space repair proposal for $9,061.25 to address the
wet crawl space issue.  At the time of
inspection, standing water was not detected, so a SmartDrain was recommended,
rather than a SmartSump. The SmartDrain is not a pump and is only a drain with an
alarm to alert the homeowner of a water issue in the crawl space.
The homeowner signed both contracts on 07/02/15, receiving
an 8% discount on each contract. The foundation repair project started 09/08/15 and was
completed on 09/17/15. The homeowner informed our office that he was not going
to pay for the foundation repair until the crawl space project was completed. The
crawl space repair project started 10/16/15 and was completed on 10/19/15. We
did not receive payment for either project upon completion.
The homeowner contacted us via e-mail on 11/02/15 with
concerns that the SmartDrain alarm was going off. Our Production Manager
revisited the job on 11/04/15. It appeared that water may be puddling up
outside and coming in through the door. The gutter system on the home above the
crawl space door was in disrepair and dumping water directly in front of the
door. A sump pump was recommended to address the water getting into the crawl
space, but the homeowner stated he did not have a water issue before our work
was done and did not want to pay for the addition of a sump pump. The homeowner
said he would call our office on 11/05/15 to make final payment.
11/05/15, our office contacted the homeowner to confirm that
his concerns were addressed and to collect final payment. A voice mail was left. No payment was
received.
11/12/15, Our Production Manager revisited. He made
adjustments to the crawl space door to see if that would correct the issue.
11/20/15, we received an email from the homeowner expressing
continued concerns about water accumulation that started to occur after our
work was complete. The owner of the company [Owner] called the homeowner and offered to install a sump pump at
no-charge to divert the water out of the crawl space. The homeowner stated that
he didn’t have a water issue until we installed the system and refused to let
us install the pump. The Owner explained that we did not create the water issue, or
cause the rain, and that he needed a sump pump to get the water out of the
crawl space. The homeowner then hung up on the Owner. The Owner called the homeowner back
again and he agreed to let us come out to make some other changes to see if it
will help address the water issue, but a sump pump was still recommended.
12/03/15, The Owner and the Production Manager revisited the job
and spoke with the homeowner. We explained the additional work we would be
completing to help address the water. The homeowner communicated that he did
not plan on paying the final balance today, for either project. The homeowner
also put a lock on the crawl space door to prevent access to the crawl space
without his presence.
12/08/15, we received an email from the homeowner stating
there was clear water on top of the liner. The Owner left him a voicemail on home
and cell phone to respond to concerns. Our office left a voicemail letting homeowner
know that we are willing to come out tomorrow or the next day to see what we
could do to correct the water issue.
12/09/15, another voicemail was left for the homeowner to
coordinate a time for someone to come out for a revisit. The homeowner
responded he was not available until 12/13/15 on Sunday. We were not available
on this day and were waiting on homeowner for other available dates.
12/24/15, we received an email
from homeowner. The rain over the past several days had caused the crawl space
to flood below the liner and push up through the SmartDrain. He also stated
that he will soon be contracting with a licensed contractor to have an
assessment of the damages and have repairs made.
12/30/15, The Owner responded via
email stating that we are ready and willing to address any issues covered under
our warranty. He also stated again that the homeowner needs a sump pump in
order to eliminate the water intrusion under the home and that we would be
happy to install it at no cost  in order
to address the water coming in under the liner and for you to have a dry crawl
space. We asked for his approval and a date to install a sump pump to address
the water problem and for him to call our office. To this day, he has not given
us approval to correct the issue by installing a sump pump, at no charge.
We value every homeowner and stand behind our warranty. We
need the homeowner’s cooperation and approval to proceed any further.