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Midwest Basement Technologies

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Midwest Basement Technologies Reviews (8)

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My issue was not the system itselfthe isssue was that after replacing the pump at a cost of $500, I was told I could buy a yr warranty on the pump So I called the office and was told the person who handled that was not available and the request would be emailed to the proper person and I would be called back After all these years, I am still waiting I called May of this year and asked that someone come out and check the pump Our area has experienced a lot of rain and I did not want a basement full of water The same woman that was going to get me a call back from the person who handled warranties, said she would email the request for someone to come out and look at the pump Never, ever heard from them My complaint, is Midwest should get some office manager that can take care of these things very unbusinesslike Poor office skills the cost for coming out and checking the pump was $199, so I can understand why Midwest would want to wait (lots more rain on the way) until the pump went out that would be $or more No care for the items lost in my basement due to Midwests poor management Sincerely, [redacted]

In response to complaint submitted on 5/03/assigned ID of [redacted] UPDATE to response sent 5-8- Our Service Manager made contact with homeowner on 5-10- Homeowner refused to have maintenance check done by our company at no charge We would stll like to regain customer satisfaction with this homeowner On 5-12-our Office Manager left a message for the homeowner to try again to set up for the maintenance at no charge and offer a coupon for one free pump change out Also, our Office Manager would like to again go over the differences of our waterproofing system guarantee, the sump pump manufacturer guarantee and our Deluxe Maintenance Program

Initial Business Response /* (1000, 5, 2015/07/24) */
In 2011 we made a single crack repair. In our Crack guarantee it states that "agreement is void if there is seepage due to structural movement or settling...not responsible for any loss of time, inconvenience or subsequent damage to personal or...

real property. If repairs should need to be made, it is the owner's responsibility to remove any wall and floor coverings prior to service".
In December of 2011 we were asked to come back out to address other issues. It was recommended to seal a crack on one wall and to address the structural issues of another wall that had deflected inward with anchors and crack repairs. Structural repairs are not waterproofing systems. Unfortunately it cannot be confirmed nor denied of what was said between the customer and our estimator at the time of inspections. However, the homeowner was already given one of our guarantees that expressed that our company is not liable for any damages. It is also expressed in all of our proposals, which were signed before any work by the homeowner, that "There will be no charge for service calls for leaks in the system COVERED UNDER WARRANTY. Any service calls which are not leaks in the system or are leaks from damage or abuse will be charged at $85 minimum, and $75 per man hour...not responsible for water entering basement due to flash flooding or sewer or storm drain backups which can overload system...cannot be responsible for the volume of water coming from the discharge lines or surface water on lawns or driveways...specifically makes no warranties either implied or in fact regarding any matter concerning mold, mildew or condensation in any basement environment...not responsible for contents damage due to flooding...shall fix system failures only."
After work, which was done at a discounted rate, was performed in January of 2012 the homeowner was issued another crack guarantee to cover the new crack repairs and an anchor guarantee that reinstates that this was a structural repair and "offers a lifetime transferable guarantee from the date of installation against horizontal movement in area of repair...will replace or add additional anchor(s) if horizontal movement occurs...is not responsible for any water leaks, loss of time, inconvenience or subsequent damage to personal or real property. If repairs should need to be made, it is the owner's responsibility to remove any wall and floor coverings prior to service".
Any calls prior to October 2013 regarding service were handled under management that is no longer with our company. Record shows that in October of 2013 we were contacted by the homeowner that the anchors were leaking and they were advised that it states in the anchor guarantee that any leaking is not covered and in this case we would just charge a standard service call fee of $150, even though our contract implies that it could be more than that amount based on hours of service. Our service tech arrived on October 18, 2013 and applied more beeswax in to the void to help keep from water leaking through and the service call fee was paid. It was also mentioned that tightening the anchors could break the seal of the beeswax and cause the anchors to leak. There is no guarantee that the anchors will not leak, they are purely to stabilize the structure, especially since the repair calls for drilling a hole into the poured foundation wall.
No issue was brought up again until late June of 2015 when the homeowner called in a complaint of the anchors leaking again. Everything that was expressed by our company regarding the guarantees, anchors and service fee during the first instance was expressed again to the homeowner. After the homeowner expressed dissatisfaction, it was authorized to wave the service fee and on July 1, 2015 a service tech went to the property to a repack the anchors with beeswax free of charge and reported that the customer seemed satisfied.
We were unaware that the homeowner was still unsatisfied and had contacted other companies until July 20, 2015 when we received this Revdex.com complaint and the same day a letter that was post marked for July 17, 2015 (after we performed the service), but dated for June 28, 2015 (before we performed the service).
We understand that many homeowners want to use their basement as a finished room, but as explained to the homeowner in both instances, anchors cannot be guaranteed not to leak. Preventative measures can be taken to control the amount of ground water on that side of the foundation, but are also not guaranteed not to fail in instances of flash flooding, like we have experienced recently, frozen lines and system backups due to pump failure. There have been no reports of the crack repairs leaking that are covered under guarantee to not leak. There has also been no report of the structural repair failing to stabilize the wall, which is what it is intended to do, covered under the guarantee.
It is our resolution that was submitted to the homeowner, to install a waterproofing system with full wall vapor barrier along the wall where the anchors are located to collect ground water that may come through the walls or under the floor free of charge. Given that our company was not aware of complete dissatisfaction and seek of resolution until the complaint was submitted, we hope for complaint removal with completion of resolution. Homeowner seemed satisfied with resolution and willing to proceed. It is our number one concern to make sure that the homeowner and any future homeowners we may bid or contract with remains satisfied with our company, product and services.

Complaint: [redacted]
I am rejecting this response because:  My issue was not the system itself. the isssue was that after replacing the pump at a cost of $500, I was told I could buy a 2 yr warranty on the pump.  So I called the office and was told the person who handled...

that was not available and the request would be emailed to the proper person and I would be called back.  After all these years, I am still waiting.  I called 1 May of this year and asked that someone come out and check the pump.  Our area has experienced a lot of rain and I did not want a basement full of water.  The same woman that was going to get me a call back from the person who handled warranties, said she would email the request for someone to come out and look at the pump.  Never, ever heard from them.  My complaint, is Midwest should get some office manager that can take care of these things.  very unbusinesslike.  Poor office skills.  the cost for coming out and checking the pump was $199, so I can understand why Midwest would want to wait (lots more rain on the way) until the pump went out.  that would be $500 or more.  No care for the items lost in my basement due to Midwests poor management
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

In response to complaint submitted on 5/03/2017 assigned ID of [redacted]. UPDATE to response sent 5-8-17.  Our Service Manager made contact with homeowner on 5-10-17.  Homeowner refused to have maintenance check done by our company at no charge.  We would stll like to regain customer satisfaction with this homeowner.  On 5-12-17 our Office Manager left a message for the homeowner to try again to set up for the maintenance at no charge and offer a coupon for one free pump change out.  Also, our Office Manager would like to again go over the differences of our waterproofing system guarantee, the sump pump manufacturer guarantee and our Deluxe Maintenance Program.

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Address: P O Box 38, Brighton, Illinois, United States, 62012

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