Ohio Basement Authority

Thank you for the opportunity to meet with you at your home.Upon inspection and hearing the details of your experience with the basement since you purchased the home, although the basement was dry in the areas of concern and the relative humidity on your dehumidifiers read 40% relative humidity, I am 100% confident that the installation of WaterGuard around the interior perimeter of the basement was the right solution to fix the leaky basementThe areas of concern that you showed me, although dry during my visit, do have a dark discolorationThe upper slab where your current weight lifting sis located appears to be a 4" slab poured over top of the original slab, which is continuous as the lower slabThe original lower slab is thin in concrete, as documented in our installation photosOne can only guess as to why the previous homeowner may have installed the 4" pad on top of the original pour in a basement with limited head roomFrom a common building practice view, since WaterGuard was installed around the perimeter of the basement and the WaterGuard trench is significantly lower than the bottom of the concrete slab with a sump pump installed approximately 26" deeper than the top of the slab, all groundwater would follow the path of least resistance to the low spot of the basement (sump pit via WaterGuard) and not jump up and push through the concrete slab in the areas of concernYou told me that the sump pump was functioning and you heard it operating properly In the complaint filed, a portion of our waterproofing warranty was referencedThe very next line reads, "This warranty shall not apply to: condensation." This crucial and relevant piece was omitted from this complaintIn our professional opinion after performing this work with decades of experience, condensation is the culprit to the areas of concern and therefore not a warranty issue, but Ohio Basement Authority will not wash our hands of your concerns! When the home was built years ago, it was highly unlikely that a vapor barrier was utilized below the basement slab and the slab was poured thinner than of recommended depthOne way to permanently solve the problem would be the complete removal and replacement of your basement floorThis would also include digging down the virgin soil under the slab and installing a 4" gravel baseAs you referenced, we did provide you with a quote for this installationOur price was $5,You told me that the other company that advised you to contact the Revdex.com about us quoted you $14,to $15,for the exact same scope of workYou also told me that every representative that you have met with from our company has been knowledgeable and provided great customer serviceYou said that you are 100% happy with us and that is our goal! I am pleased that we were able put forth a course of action that you approve of and will be proceeding with service work, at no cost to you, so that even though this is not technically a warranty issue, we still want to go over the top to make you a raving fan of Ohio Basement Authority! We look forward to getting all of your concerns addressed so that you may have a healthy and comfortable home!

Mrs***, Thank you for the opportunity to meet with meYou originally called us out on June 18, 2015, for cracking on your walls and a small amount of water leaking in the basement cornerOur inspector provided you with permanent solutions to remedy both of these issuesDue to your
financial constraints, you unfortunately were unable to take advantage of the full solutionsWith the resources you had available we were able to permanently stabilize two cracked foundation walls with six Carbon Fiber wall supports covered by a lifetime transferrable warrantyWe also were able to install a sump pit with a battery backup to protect your finished basement, and collect any sub-slab water and discharge this water to the streetAs demonstrated by the inspector, sump pump installations are better than having nothing in a basementBut sump pumps are only a piece of the process needed to keep the basement dryThe only warranty associated with sump pump installations are on the mechanicals, not any waterproofing warrantyThis is stated clearly in our proposalsDuring the course of the installation, it was determined that your electrical outlet was unable to handle the electrical needs of the sump pumpWe installed an outlet for you at our costI personally called you after the installation as a quality assurance call, and you rated us a 10/Three days after the phone call, you left a voicemail with us that the wall was still leakingWe called you the next morningWe left a message for you on July 30, You called back in on Augto speak to the production managerHe attempted to contact you several times and left voicemails, and we never heard back from you until Dec23, We attempted to set up a service call during the holidaysYou unfortunately had a family emergency, and we were unable to visitWe followed up and left voicemails on the following dates: Jan27, 2016, Feb4, Feb5, Feb9, Feb11, Feb19, March 1, and June You called back in on June to schedule an inspection, and our service representative was out of the officeHe returned your call and left voicemails for you on June 3, June 8, June 10, June 13, June 15, June 21, and July He also sent emails to you on June and July We finally connected with you on July 13, when we offered to come out for a proactive maintenance appointment and a meeting with myselfI was able to connect with you on July I called you on July 14, and then reached you on Saturday, July I offered to meet you at any time that was convenient for you, and you chose 5:p.mJuly when you returned home from workOn July 19, I met with you and your husbandOur service manager also was presentYou gave us a tour of the work we performed and asked for my professional opinion on other areas of the foundationWe tested and cleaned your sump pumps and showed you exactly how they operate and what to look forI also provided you with another copy of our proposal and highlighted the warranty as statedWe reviewed our contact history, and you agreed that we had gone a long way to provide you with great customer serviceI offered to address the leaking in the corner at no additional charge to you, and you told me you would have to think about moving forward with itWe discussed the Revdex.com complaint and how impactful negative reviews are to our brandAlthough the review is standing, we do not give up on providing wow customer service to any of our customersAt the completion of our meeting you affirmed that you are percent satisfied with the level of service we provided, and that you are once again a raving fan of Ohio Basement Authority and the service we provideI gave you my direct contact information and asked that you reach out directly to me if you’d like to have the corner addressed or if you had any additional questions or concernsAs always, we are here to help youIf we can be of any future assistance, please do not hesitate to contact usThank you, John B*** Operations Manager

I am rejecting this response because:These statements are only in response to the Revdex.com response and by no means should represent how satisfied we are with the current representativeWe believe that OBA will do what is needed to correct any issues.After speaking with the representative from OBA about the issue with the basement I am not willing to accept the statement made, but willing to accept the steps they are willing to take to correct the issueThe representative stated that he would have suggested the solution they are going to install now based on his experienceHe believes that the issue is condensation in the area of concern, which is also the original area of concernHe is the first representative from the company that has stated this as being the issueBased on his response I asked how it could be condensation as no other areas of the basement were accruing any and how could we be sure it wasn’t from another area if it continued? He responded that is was based on his experience and that he was not sure of a way to prove that condensation was causing the issue.These statements negate his previous response that he believes that WaterGuard was the right solution. If the basement floor is the ultimate fix this should have also been stated from the beginning as we would have preferred this over continued issues and being charged more
Regards,
*** ***

Mr***,We are pleased that you continue to be happy with our customer service and continue to put your trust in usOur mission at Ohio Basement Authority is to always provide WOW! Customer Service and to do the right thing by the customer and our employees, all of the timeWe look forward to continuing to work for you on the project that we have scheduled and with you in the future.Thank you!John B***, *** ***

Thank you for the opportunity to meet with you at your home.Upon inspection and hearing the details of your experience with the basement since you purchased the home, although the basement was dry in the areas of concern and the relative humidity on your dehumidifiers read 40% relative humidity, I...

am 100% confident that the installation of WaterGuard around the interior perimeter of the basement was the right solution to fix the leaky basement. The areas of concern that you showed me, although dry during my visit, do have a dark discoloration. The upper slab where your current weight lifting set-up is located appears to be a 4" slab poured over top of the original slab, which is continuous as the lower slab. The original lower slab is thin in concrete, as documented in our installation photos. One can only guess as to why the previous homeowner may have installed the 4" pad on top of the original pour in a basement with limited head room. From a common building practice view, since WaterGuard was installed around the perimeter of the basement and the WaterGuard trench is significantly lower than the bottom of the concrete slab with a sump pump installed approximately 26" deeper than the top of the slab, all groundwater would follow the path of least resistance to the low spot of the basement (sump pit via WaterGuard) and not jump up and push through the concrete slab in the areas of concern. You told me that the sump pump was functioning and you heard it operating properly.  In the complaint filed, a portion of our waterproofing warranty was referenced. The very next line reads, "This warranty shall not apply to: condensation." This crucial and relevant piece was omitted from this complaint. In our professional opinion after performing this work with decades of experience, condensation is the culprit to the areas of concern and therefore not a warranty issue, but Ohio Basement Authority will not wash our hands of your concerns! When the home was built 61 years ago, it was highly unlikely that a vapor barrier was utilized below the basement slab and the slab was poured thinner than of recommended depth. One way to permanently solve the problem would be the complete removal and replacement of your basement floor. This would also include digging down the virgin soil under the slab and installing a 4" gravel base. As you referenced, we did provide you with a quote for this installation. Our price was $5,000. You told me that the other company that advised you to contact the Revdex.com about us quoted you $14,000 to $15,000 for the exact same scope of work. You also told me that every representative that you have met with from our company has been knowledgeable and provided great customer service. You said that you are 100% happy with us and that is our goal! I am pleased that we were able put forth a course of action that you approve of and will be proceeding with service work, at no cost to you, so that even though this is not technically a warranty issue, we still want to go over the top to make you a raving fan of Ohio Basement Authority! We look forward to getting all of your concerns addressed so that you may have a healthy and comfortable home!