Mid Atlantic Waterproofing

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 On the contract Addendum, the "special instruction" section it states, verbatim; " Additional work will include 3x split of systemApprox ft fennel ledge on rear wall to stabilize rear and create negative washoutStabilize and reinforce existing footer." as you can see, the repair I contracted was indeed to stabilize the rear wall and footer, per your own contract.I have copies of this contract if interested, signed 9-28-12i am requesting immediate remedy to this issue to prevent further structural damage Regards, [redacted]

Although Mid-Atlantic Systems of WPA, did not contract toperform repair of frost protecting the footing as outlined in the homeowner’sengineering report, it will do so at no cost to the customer This ineffort to achieve total customer satisfaction Further, as agreed,Mid-Atlantic will NOT remove the door and block it inA release shall besigned prior to starting service and there will be no warranty on thisrepair

Mid-Atlantic Waterproofing of WPA, Inc., and this homeowner have reached a mutually agreeable resolution In addition, the waterproofing installation is covered by warranty for the duration of the homeowners' residency Thank you for the opportunity to address the concerns of our valued
customers

Mid-Atlantic has reviewed the customer's own engineer report which mentions that we made attempt to stabilize the wall from the interior That is not correct What he is describing is called a Fennell Ledge - it has no structural functionality and was installed as part of the interior
water management system It was not intended to be a repair for the settling foundation. The homeowner's engineer report clearly states that the settling is caused by improper construction methods Specifically it was excavated too much and not backfilled properly thusleaving the footing exposed and above the frost line. The report mentions freeze/thaw cyclescombined with the exposed footer as the root of the problem MidAtlantic enlisted an independent structural engineer to review the report and pictures and his professional opinion is that we are not at fault nor did we cause theproblem. He agrees that attempting to frost protect the foundation as described in the report is viable but cannot be guaranteed. Thank you for the opportunity to address this customer's concern

We have agreed to perform additional waterproofing work at this consumer's direction in the basement of the residence. Additionally, we will adjust finance terms to compensate this consumer for inconveniences he has endured. We will work together toward a complete resolution of this
complaint

Although Mid-Atlantic Systems of WPA, did not contract toperform repair of frost protecting the footing as outlined in the homeowner’sengineering report, it will do so at no cost to the customer.  This ineffort to achieve total customer satisfaction.  Further, as agreed,Mid-Atlantic will NOT remove the door and block it in. A release shall besigned prior to starting service and there will be no warranty on thisrepair.

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]I have heard this before.  I have no confidence in what this company says.

We at Mid-Atlantic apologize for the lack of professionalism that the crew we contracted to do this job had demonstrated, it is definitely not representative our how we do business nor how we like to see our customer's treated. Because of their actions this crew is no longer doing work for...

Mid-Atlantic. Regretfully, the [redacted]'s have opted to cancel their contract with us. Mid-Atlantic understands how valuable your time is and sincerely apologize for the inconvenience this may have caused.

General Manager spoke with Mr. [redacted] and informed him that he will be receiving his deposit back within 7 to 10 days. Mr. [redacted] was ok with that.

Dear sirs: Mid Atlantic has completed the work to my satisfaction.  I thank you for your assistance in this matter.  Sincerely,[redacted]

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.
I received a phone call from [redacted] at Mid-Atlantic back in January 2015 that they agreed to reimburse me for damages and inconvenience we suffered.  While the amount was not what I requested, we did however come to an agreed upon amount.  I received an email early in February they are still waiting for the check.  I received another email on March 2nd from [redacted], Project Manager, that he had the "check in hand", apologized for the delay and said he would send it out.  When I inquired today (3/9) with [redacted] about why I hadn't received the check, he responded with an email stating that I must sign the attached waiver before they will release the check.  I am not comfortable with the verbage used releasing all claims, so I am hesitant  to sign anything.  While it did state they will honor the Service Warranty, I do not agree to their terms stating I release all claims, actions, causes of action, rights, damages, costs, loss of service, expenses and compensation.  Also stating that customer shall not make any claims, complaints.  I questioned why this was this not communicated to me until today.  I feel as though I am being "strong armed" into signing something for my silence.
Regards,
[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.
On the contract Addendum, the "special instruction" section it states, verbatim; " Additional work will include 3x split of system. Approx 20 ft fennel ledge on rear wall to stabilize rear and create negative washout. Stabilize and reinforce existing footer." as you can see, the repair I contracted was indeed to stabilize the rear wall and footer, per your own contract.I have copies of this contract if interested, signed 9-28-12i am requesting immediate remedy to this issue to prevent further structural damage.
Regards,
[redacted]

August 3, 2015 RE:  Complaint [redacted]  Dear Sirs:Mid-Atlantic Waterproofing spends considerable time and energy training all of our inspectors to meet our high standards. When we arrive at a customer’s home, we offer comprehensive inspections of the interior and exterior of the...

foundation. There are times when a customer has a predetermined concept of what they need or require to solve their problem. Through our training, the inspectors are taught to offer every customer a complete solution to their problem -- one that we can warrant.   With 50 years of experience, we sometimes have to tell customers what they need, not what they want to hear – and this is one of those cases.  The homeowner wanted us to work on a partial area of the foundation. If we provided that service, there is a reasonable probability that there would be continuing problems in other areas. To protect the customer and our company we will not do work that we feel will not solve their problems.   The inspector’s comment about “our company winning” was in response to homeowner’s comment about losing their business. We will address this issue with the inspector and continue our training program to ensure every customer receives a valuable service. If this homeowner was offended by the comment, we sincerely apologize.   We have contacted this homeowner and offered to send a different inspector.  The homeowner has accepted and we are currently trying to arrange a convenient time for the appointment.     Sincerely,  William J[redacted], National Sales Manager Mid-Atlantic Waterproofing

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, with the following addition;I thank you for your  consideration in the matter. though I did not specifically contract for frost guarding protection I did contract for a repair that would stabilize and reinforce the existing footer.I have already begun repairs as proposed by the structural engineer and purchased some of the products you can have to complete the repair. I have already smoothed out the rear outside wall with concrete forms approx 24" high, 16ft long across the entire length of the wall. I have also already dug down an additional ~ 1.5 to the footer. I have purchased the fenenstrated french drains (with cloth coverings) and sealant and adhesive for the frost guard.The following will still need purchased and placed:a 16 x 4 inch sheet of 2 inch thick frost gaurd costs approx 30 dollars at Lowes, 2x of these = 60$, there is probably a cheaper alternative to this thoughit will need approximatly 5 tons of dirt to back fill the 24" high, 16ft long frost guarded area = 120$ (price per local retailer, Mulch King, 22$ per ton, 10 dollars to deliver)Then will need covered with Landscaping fabric to prevent erosion by rain = 25$Then covered with a layer of modified shale, approx 3 tons = 64$ (18 per ton, 10 dollars delivered)The total cost of the repairs should cost only ~ 269 dollars in supplies or less. I feel this is a fair being that I already began repairs by concreting the exterior of the house so that the frost guard can be applied, and already purchased the french drain to keep the water away from the base of the house.I thank you again and look forward to seeing you in the future.
Regards,
[redacted]

Review: I hired Mid-Atlantic Waterproofing to handle water issues in my home. I was completely unhappy with this company on so many levels. Below are several issues that need to be reported. Was told by salesman they would have plumber remove toilet & shower stall & reinstall after job done. Also would replace ceramic tile that would be removed in bar area and bathroom where trench was dug (was never told they would totally demolish bathroom (have pictures of damage in bathroom) Found out night before Mid Atlantic was coming to dig trench/install pipes, the salesman had called the plumber to tell him not to come (only found out by calling plumber to confirm what time he was coming). Was told by plumber [redacted] (salesman) decided they wouldnt need to remove shower stall and the men would remove the toilet. When workers arrived to start job, they wouldnt guarantee job w/o removing shower stall since that was the main reason we called in the first place since water was being trapped under it and needed to know if that was causing issue. The workers made a total mess of the bathroom (only 8 years old)o Made gauges in the walls & baseboardso Broke gasket under toilet when removingo Cut bottom of shower base in half and ruined shower stall (was never told that would o Didnt cover pipe after toilet & shower was removed (was full of debris) Work was to be completed 1- 30 days Work began 8/7/14 had to wait for 2 months to have bathroom back in working order, which held up remodel of only other bathroom for 2 months Had bad switch from the beginning (still waiting on replacement). Never did replace bad switch. After several emails were sent to inquire when switch would be replaced. In November they installed some type of bracket that was to fix problem (this was instead of switch that we were told was bad). We still have to unplug and replug for pump to kick on at times since water is still sitting in the pit. When pipe was directed outside from garage wall, it was flooding neighbors driveway & front porch. After several weeks, someone came to redirect, but is a total eye sore. Have complained several times via emails & phone calls. Finally came to make change, but still not satisfied. Total lack of communication from the very beginning, not getting return phone calls or emails in a timely manner. Inquired several times with Production Manager ([redacted]) if we would be compensated for all the inconvenience during this entire time, not to mention we had to assume additional costs to repair some of the damage that was created and finish some of the damage to the walls they made. Finally John came to our home on November 24thfor the large balance we owe for a job that we are satisfied with. [redacted] mentioned that Mid-Atlantic also assumed additional costs, but as we stated, their guys were the ones that caused all the unnecessary damage and should be responsible to repair. We ended up with a shower stall that was not as nice as the one they ruined (which was only 8 years old). [redacted] told us he would discuss with his boss and get back to us in a few weeks. As of today (January 14thhappen) Would NEVER have agreed to have Mid Atlantic do job to discuss possible credit ) we have heard nothing. I had emailed John a few weeks ago to inquire about the status, but I have never had a response from him. Again, terrible communication and customer service! I have been more than patient with Mid-Atlantic, but I truly would never have signed the contract with the company had I known what would happen and I would NEVER recommend them to anyone.Desired Settlement: Due to the total inconvenience we experienced with this company and their terrible customer service beginning from the salesman to the production manager, I have requested compensation credit towards the remaining balance of the shoddy job they did. I still owe over $3,800 for a job that I an completely unhappy about. I have tried several times to contact this company via emails and phone calls, but their follow up leaves a lot to be desired.

Business

Response:

Mid-Atlantic Waterproofing of WPA, Inc., and this homeowner have reached a mutually agreeable resolution. In addition, the waterproofing installation is covered by warranty for the duration of the homeowners' residency. Thank you for the opportunity to address the concerns of our valued customers.

Consumer

Response:

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.

I received a phone call from [redacted] at Mid-Atlantic back in January 2015 that they agreed to reimburse me for damages and inconvenience we suffered. While the amount was not what I requested, we did however come to an agreed upon amount. I received an email early in February they are still waiting for the check. I received another email on March 2nd from [redacted], Project Manager, that he had the "check in hand", apologized for the delay and said he would send it out. When I inquired today (3/9) with [redacted] about why I hadn't received the check, he responded with an email stating that I must sign the attached waiver before they will release the check. I am not comfortable with the verbage used releasing all claims, so I am hesitant to sign anything. While it did state they will honor the Service Warranty, I do not agree to their terms stating I release all claims, actions, causes of action, rights, damages, costs, loss of service, expenses and compensation. Also stating that customer shall not make any claims, complaints. I questioned why this was this not communicated to me until today. I feel as though I am being "strong armed" into signing something for my silence.

Regards,

Review: Had a basement waterproofing system installed in our home on April 22nd of this year. Having problems with moisture on certain areas of the basement and the the sump pumps are is just discharging above ground causing extremely swampy areas in our yard to the point that it is starting to kill a 40 foot Maple tree, the grass in the area can no longer be mowed with a riding mower and a push mower leaves ruts,the water is stagnant and becoming a breading ground for misqutoes, also one of the rooms in the basement is already showing signs of mold and mildew. Before the system was installed my wife and I expressed our concern about the discharge from the sump pumps due to the heavy clay soil in our yard. The salesman([redacted])stated that a "Flow Well" system would be installed and we would have no problem.This system was not installed and we now have a mess. Mid-Atlantic did send out a service rep approximately late May early June and he did verify we had a problem.Work was scheduled to be done on July 16. On july 15 at 4:21 PM they left a message on my machine that they could not make it on that date. I called and talked to [redacted] and she said the earliest date to reschedule was Aug 16th. The problems are getting worse as time goes on. My wife and I are hoping the problems will be solved. We paid $12,967.00 for this system and we now have worse problems than we had before it was installed!Desired Settlement: Have the water discharge problem in the yard, the mold and mildew and water problems in the basement rooms resolved or the complete system removed from my home and refunded my money. My wife and I expressed our concern about the sump pumps discharge and were told that the "Flow Well" system would take care of the water and we would have no problem. If my wife and I would have known that this was a problem we would not have had the system installed. What we have now is a continuous problem

Business

Response:

Service is currently scheduled for 10/27/14. We have left three messages for the homeowner to confirm, but have had no response. During the service call, we intend to test the line he would like us to tie into to determine if that is an acceptable solution.

Consumer

Response:

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

Review: Mid-Atlantic Waterproofing. Salesman came 1/2 hour prior to appointment time at dinner time. He wanted to do more than what I wanted done. When I ended the sales pitch, he told me that his company had won. Argumentative and insisted on doing more than customer asked for. Not a pleasant experience. Would not recommend anyone to call this company even for an estimate.Desired Settlement: To go on record that the estimate process is not pleasant and may be argumentative. Company wants to provide more service than is asked for.

Business

Response:

August 3, 2015 RE: Complaint [redacted] Dear Sirs:Mid-Atlantic Waterproofing spends considerable time and energy training all of our inspectors to meet our high standards. When we arrive at a customer’s home, we offer comprehensive inspections of the interior and exterior of the foundation. There are times when a customer has a predetermined concept of what they need or require to solve their problem. Through our training, the inspectors are taught to offer every customer a complete solution to their problem -- one that we can warrant. With 50 years of experience, we sometimes have to tell customers what they need, not what they want to hear – and this is one of those cases. The homeowner wanted us to work on a partial area of the foundation. If we provided that service, there is a reasonable probability that there would be continuing problems in other areas. To protect the customer and our company we will not do work that we feel will not solve their problems. The inspector’s comment about “our company winning” was in response to homeowner’s comment about losing their business. We will address this issue with the inspector and continue our training program to ensure every customer receives a valuable service. If this homeowner was offended by the comment, we sincerely apologize. We have contacted this homeowner and offered to send a different inspector. The homeowner has accepted and we are currently trying to arrange a convenient time for the appointment. Sincerely, William J[redacted], National Sales Manager Mid-Atlantic Waterproofing

Review: In July 2014, I received a quote from Mid Atlantic Waterproofing. The sales person tried to get me to sign a contact on the spot, and I refused. Since that time, I have received over 100 phone calls on my cell phone. According to my records, I have answered 6 of those calls. I have additionally received phone calls on my landline, and can recall answering at least one of those. No messages were ever left on the calls I did not answer.

During the phone calls I have answered, the company has continuously tried to persuade me to have another technician come out for a new quote. I have repeatedly told them I am not interested. I have lied and told them I have already had the waterproofing work done by another company. I have truthfully told them that I have signed a contract with another waterproofing company, and the caller tried to convince me that I am not bound by that contract.

Over 100 calls have come from ###-###-####. Most recently, the company began calling me from a different number--###-###-####. Yesterday, I received a call from this newer number and answered it. The caller identified herself as being from Mid Atlantic. I told her I wasn't interested. She talked over me, trying to verify my address. I repeated that I wasn't interested and told her to take me off their call list. She continued to talk over me, trying to verify when I last had a technician out. I repeated that I was not interested, that I wanted to be removed from their call list and that I was filing a complaint. I hung up the phone.

Mid Atlantic Waterproofing has repeatedly harassed me over the past year, and this needs to stop.Desired Settlement: I want Mid Atlantic Waterproofing to stop contacting me. I also want Mid Atlantic Waterproofing to be prevented from using harassing and coercive business practices with other individuals.

Business

Response:

See attached email to the complainant from the National Operations Director, Gill L[redacted] From: Gill L[redacted]Sent: Wednesday, September 16, 2015 11:40 AM To: [redacted]'Subject: federal do not callFirst please accept my apologies for the numerous calls. I see that the office did put one number on our internal do not call on 9/9/15,1 made sure the other contact number was also put on that list. Please allow a few days for the system to synch but if there are any further issues please reach out to me immediately.Again we apologize for any inconvenience. Thank you for your understanding.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have not received any calls since I submitted the complaint, and I am satisfied with this resolution.

Review: We invited Mid-Atlantic to come give us an estimate in October. The estimate was very expensive, and the guy giving the sales pitch was pushy and somewhat insulting, so I decided not to do business with them. But that in itself was not a Revdex.com-level complaint.

A few days later, they called me late on a Friday night to talk about the offer. I told them that I had been so put off by the first sales pitch that I didn't want to do business with them (going into some detail), and I told them not to call me again. They apologized and said that they wouldn't call me again.

The next week, they called me late on a Friday night to try to talk about the offer. I pointed out that they had promised the week before not to call me again. They apologized and promised to record in my file that they would not contact me again.

A few weeks later, they called me again. (Late, but not on a Friday this time.) I pointed out the previous promises, and said that the next time they called, I would contact the Revdex.com. They apologized and promised to record it in my file.

Tonight (January 5), they called me again, so I am complaining to the Revdex.com as I said I would.Desired Settlement: At this point, I would not do business with Mid-Atlantic Waterproofing even if their prices were competitive with other offers. I want them not to contact me again.

Business

Response:

We are very sorry for the [redacted]’s experience. We take the Do Not Call compliance very seriously. We conduct the required trainings and always do our due diligence. Anytime a homeowner asks to be taken off the list or not to be called again we comply. We apologize sincerely if there was miscommunication or any errors in this case, as semantics do play a part in this. If a homeowner says “we don’t want to do business with your company” or “there is no need to call us back” or “we are not interested” we will still check back with them periodically to see if they’ve had any change in circumstances and can use our services. But once someone specifically states “take me off your calling list”, we do take them off the list and stop calling. Again, this is an issue we take very seriously and apologize for any miscommunication or errors. The [redacted] are now on our Do Not Call list and will not receive any calls. As for sales practices, we apologize if our inspector was overly ambitious or eager. Our intention is to get homeowners happily involved in our products and services, not frustrate or annoy them. We will address this appropriately. Thank you for the notification, and we will correct any issues on our end.

Consumer

Response:

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

Review: Mid-Atlantic Waterproofing was contracted to dig a trench along the front wall of my home (interior) and install a french drain and sump pump. I contracted them after noticing a small amount of water underneath my laminate wood floor. There was no research done other than a visual inspection of the interior of the home before the salesman recommended this $4,923 repair. Trusting the salesman I scheduled the work for December 14, 2013 with the understanding that the crew would be "in and out in a matter of hours (6-8)" and that I would be "pleasantly surprised at the small amount of collateral damage to my basement and the amount of repair work that I had left after the crew was gone." During the repairs on Saturday the 14th, the crew encountered problems with an unusual flow of water into the drain which made installing the pump very difficult. The crew did a nice job to combat this problem and get the job done. However, the trench was not dug along the entire wall, a small section of about 3 ft. was left untouched. My carpeted stairs were not covered and were saturated with mud and water. My basement floor was caked with mud, the crew used my personal towels to clean up a portion of their mess without my permission, there was a product called Midalizer that was supposed to be used which was not, the crew cut a plastic piece of drainage material in order to avoid extra work, excess concrete was dumped into my back yard, and so much water and mud was let to drain under my floor that I had to replace all 400 sq. ft. of laminate floor. There were multiple other minor negations and infractions by the crew.What is really prompting my complaint is the treatment after the fact. Since the day the work ended I have called the manager of the crew on multiple occasions to remedy the situation. I am continually promised a return phone call and then left with nothing. I am TIRED of being pushed aside and my complaint will be heard and the problems solved.Desired Settlement: I would like Mid-Atlantic Waterproofing to refund a portion of my payment. I would also like them to reimburse me for a portion of the flooring that I had to replace. I believe that I am entitled to this because of their complete lack of professionalism in their clean up after the job, their behavior in handling my complaints after the fact, and because it was their lack of 'protection' that allowed water and mud to penetrate under my flooring forcing me to replace it.

Business

Response:

We recieved Mr [redacted]'s complaint. we have agreed to re-imburse Mr [redacted] for the collateral

damage that occured during our performance of the work which Mr. [redacted] contracted Mid-Atlantic

Waterproofing to complete at his home. The primary reason for the delay in the settlement was that

Mr [redacted] had contacted the authorities at [redacted] borough seeking restitution for his water issues.

The fact is the difficulty in performing the work was due to a city water line break on an adjacent

property. Our position was simply to find out what if anything was going to be covered by his

home owners insurance or by [redacted] borough. The following is a list of dates we were in contact with

Mr [redacted].

12/14/13 start of work

12/16/14 completed work

12/20/13- Mr [redacted] informed us the source of the water infiltration was due to city water line

12/31/ 13- contacted Mr [redacted] to set up inspection

1/2/14 - our production Mgr met with Mr. [redacted], we requested a copy of the pictures Mr [redacted]

took during the performance of the work

1/14/14- recieved the pictures from Mr.[redacted]/ informed Mr [redacted] that GM was out of the office

untill 1/19/14

1/20/14- GM returned called Mr [redacted] to arrange second meeting to resolve amount of restitution

1/27/14- could not agree on settlement amount

1/28/14- GM and Mr [redacted] agreed on settlement, Mr [redacted] will recieve settlement check the end of

second week in February, which met with Mr. [redacted]'s approval