Mid Atlantic Waterproofing of Virginia, Inc.

I apologize for your frustrations and inconveniences. I am sorry that you felt someone at Mid-Atlantic was rude towards you. It is not in my nature and not in the Mid-Atlantic culture to be rude toward our customers
We thank you for the opportunity to have provided continued service on
your multiple properties since 2005. Our goal is customer satisfaction with our installed water management system
During both installations at this rental property, first in and then in 2015, interior inspections revealed signs of below grade water invasion. As I am sure you are aware, it is typical for homes built in the 70’s to lose protection from exterior tar applications to the below grade foundation walls which was applied during construction of the home This deterioration allows moisture to enter through the cinderblocks and invade below grade spaces. Both inspectors provided viable solutions to correct the moist interior of your basement.
As the most recent signed agreement indicates, the project included installation of weeping ports, convection ports, subfloor pressure relief system and an additional sump pump, at your request
In effort to address additional unrelated water invasion issues, (water entering through the stoop) we sent our Service Technicians to your location on four separate occasions. This is not typically an issue we service because it is above-ground. We made repairs at your request and at no charge, above and beyond what we were contracted to do
We have successfully installed a completely functional water management system in your basement which is dry. We repaired an above-ground leak at no charge and you. We wish you success in selling your investment property and please keep in mind that the comprehensive Service Warranty is transferrable to the new owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The company, just like a broken record, is repeating the same response over and over again, response which to be blunt is untruthful in many waysAGAIN, repeating the fact that there was moisture in the walls of the basement, neither helped the issue that I called them for, nor impacted the home at any time. I was given incorrect information, which as a lay person I can't verify to be truthful and above board, since I am not a certified waterproofing contractorWhat has happened here is that a SUPPOSEDLY REPUTABLE company has charged me $6,for a job that was completely UNNECESSARY and which did not "cure" what was wrong and for which purpose they were called to give an estimate! It is laughable that they keep mentioning the work that was done on the stoop! If this company hadn't mislead me into signing the contract for this UNNECESSARY work, I would have resolved the water issue for approximately $50, NOT $6,They are totally fudging their responses which any truthfull and responsible company would have by now admitted that a mistake had been made and would have offered a solution to this impasseI WILL NOT CLOSE this complaint, especially since I'm working from many angles towards a resolution to recoup the money they pilfered from my retirement fund!
Regards,
*** ***

First, I apologize for your inconveniences. It is not our standard practice to call customers that request not to be called. I will have our staff remove you from our list. Please call me with any future concerns. We hope to earn your business back in the future. ###-###-####

[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.  My refund has been posted to my account.
Regards,
[redacted]

First off, I apologize for the delay you are experiencing in receiving your refund. The request for your deposit refund was submitted on 7/25/16. I called [redacted] on 8/19/16 to update him and left a message. I will continue to follow through with this until your refund is returned.

Mid-Atlantic installed a water management solution to one wall for
this specific project.   This installation is completely functional
and no problems associated with our work have been reported.  This is not
a false remedy, but one that is appropriate and completely functional, as are
other installations completed at customer’s additional properties.
In addition to the water management system installation,
Mid-Atlantic repaired an above ground leak that infiltrated from the
front stoop.  The repair at the front stoop was completed free of charge
over the span of several service calls.  We do not, as a course of
business, inspect, treat, repair or address above ground leaks.
The  customer advises:  “there were absolutely no
problems with either water or humidity in the basement until this leak
appeared,” however, as the Field Inspection Analysis, there existed wall
moisture, blistered paint, efflorescence, hydrostatic pressure and
dampness.  This report was discussed with, read and reviewed by and signed
by the customer before work began.  This report is completed after
complete inspection of the basement for water infiltration.Our Service Warranty covers this system as installed for the
duration of the time that this customer retains ownership of the
property.

I apologize for your frustrations and inconveniences.  I am sorry that you felt someone at Mid-Atlantic was rude towards you.  It is not in my nature and not in the Mid-Atlantic culture to be rude...

toward our customers.
We thank you for the opportunity to have provided continued service on your multiple properties since 2005.  Our goal is customer satisfaction with our installed water management system.
During both installations at this rental property, first in 2005 and then in 2015, interior inspections revealed signs of below grade water invasion.  As I am sure you are aware, it is typical for homes built in the 70’s to lose protection from exterior tar applications to the below grade foundation walls which was applied during construction of the home.  This deterioration allows moisture to enter through the cinderblocks and invade below grade spaces.  Both inspectors provided viable solutions to correct the moist interior of your basement. 
As the most recent signed agreement indicates, the project included installation of weeping ports, convection ports, subfloor pressure relief system and an additional sump pump, at your request.
In effort to address additional unrelated water invasion issues, (water entering through the stoop) we sent our Service Technicians to your location on four separate occasions.  This is not typically an issue we service because it is above-ground.  We made repairs at your request and at no charge, above and beyond what we were contracted to do.
We have successfully installed a completely functional water management system in your basement which is dry.  We repaired an above-ground leak at no charge and you.  We wish you success in selling your investment property and please keep in mind that the comprehensive Service Warranty is transferrable to the new owner.

[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:
The company, just like a broken record, is repeating the same response over and over again, response which to be blunt is untruthful in many ways. AGAIN, repeating the fact that there was moisture in the walls of the basement, neither helped the issue that I called them for, nor impacted the home at any time. 
I was given incorrect information, which as a lay person I can't verify to be truthful and above board, since I am not a certified waterproofing contractor. What has happened here is that a SUPPOSEDLY REPUTABLE company has charged me $6,613 for a job that was completely UNNECESSARY and which did not "cure" what was wrong and for which purpose they were called to give an estimate! 
It is laughable that they keep mentioning the work that was done on the stoop! If this company hadn't mislead me into signing the contract for this UNNECESSARY work, I would have resolved the water issue for approximately $50, NOT $6,613. They are totally fudging their responses which any truthfull and responsible company would have by now admitted that a mistake had been made and would have offered a solution to this impasse. I WILL NOT CLOSE this complaint, especially since I'm working from many angles towards a resolution to recoup the money they pilfered from my retirement fund!
Regards,
[redacted]

Mid-Atlantic installed a water management solution to one wall for
this specific project.   This installation is completely functional
and no problems associated with our work have been reported.  This is not
a false remedy, but one that is appropriate and completely functional, as are
other installations completed at customer’s additional properties.
In addition to the water management system installation,
Mid-Atlantic repaired an above ground leak that infiltrated from the
front stoop.  The repair at the front stoop was completed free of charge
over the span of several service calls.  We do not, as a course of
business, inspect, treat, repair or address above ground leaks.
The  customer advises:  “there were absolutely no
problems with either water or humidity in the basement until this leak
appeared,” however, as the Field Inspection Analysis, there existed wall
moisture, blistered paint, efflorescence, hydrostatic pressure and
dampness.  This report was discussed with, read and reviewed by and signed
by the customer before work began.  This report is completed after
complete inspection of the basement for water infiltration.
Our Service Warranty covers this system as installed for the
duration of the time that this customer retains ownership of the
property.