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Quality 1st Basement Systems

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Quality 1st Basement Systems Reviews (99)

Quality 1st Basement Systems has superseded my expectations twice in a row. Three years ago I had them water proof my basement because I had serious flooding issues. Since then, everything has been perfect! So I called them back to remove my molded sheet rock walls and install water proof/insulated beautiful walls and floors especially made for concrete basement floors. Both times they were prompt, clean, courteous, and finished when they said they would. The first project took one day. The second two days. I am so happy with their services and products and would definitely recommend them. I can’t recall the name of my first rep, but this time around I recall Mike [redacted] He explained the process and took his time to ensure I understood my options. Thank you Mike!

Complaint: [redacted]
I am rejecting this response because:
The issue has not been resolved.  I have given this company numerous chances to fix the issues that they caused and to correct the work they did incorrectly.  They procrastinated and I could no longer wait for them to fix the work they did.  I allowed them to try to use their master plumber to fix the situation but they failed to get him to the house and correct the violation.  Therefore I was forced to hire another contractor to fix the work and the other contractor did so.  I supplied Quality first with the receipt for services rendered and now they want to come to my house for no reason.  Coming to my residence does not make any sense because there is nothing for them to fix because it has already been corrected by another company which I paid for.  Their representatives, Juan and Mr. M, are not licensed contractors but rather just sales representatives.  Again, there is no reason for us to meet in person.   All Quality 1st does is procrastinate with resolving this issue.  I have sent them a resolution to negotiate and avoid litigation, but all they do is ignore what I say and do not answer the negotiation question.  I asked them to just let me know if they agree to the negotiation or not.  I also gave them the option to pay for the work that was done to correct the incorrect work they performed and they still have failed to do so.  They can just mail the check to me at my home address.  They have no problem accepting payment for the work over the phone but want to meet in person for unknown reasons.  Once a company refuses to correct their work and the customer hires another company to finish the work, there is no reason for Quality 1st to check their work.  They do not know how to do the work properly and are not licensed to inspect work. 
Regards,
[redacted]

[redacted],
We are offering to meet so we can come to an amicable resolution.  We are requesting to meet b/c we want to have an appointment where we actually sit and speak.  When we arranged for a professional plumber to come to your home and you were unable to call him back and or schedule the appointment is why we are here.  The fact that we cant set an appointment to come to a resolution leads me to believe you may be the one intentionally avoiding resolution here.  
At this time I suggest that maybe we meet at the Revdex.com office to work out a resolution or at least a plan for a resolution.  All we seem to be doing here is going back and forth.  We have stated that we would address the payment that you made to NYC and we know what our licensed plumber would have charged and we were going to pay him.  You want to refuse this and demand monies which is ridiculous to have a full refund bc you have our system in place and it works bc you have never once placed a warranty call.  OR you want us to pay for a new discharge system which is beyond what was required to rectify everything.  So somewhere between where we stand you stand is an amicable middle ground.  So we can arrange a time to come see you or we should arrange a meeting at the Revdex.com.  Either location we will be there prepared to resolve the situation at that time.

Review: Quality 1st Basement installed an underslab drainage system in my basement promising me a dry basement with no water penetration through the walls or floor of the basement. The system was installed on 8/29/14. On 9/5/14, I noticed water penetrating though my basement wall at two locations where pipes were penetrating the basement to the outside. I called Quality 1st Basement to complain. They sent a person who came and installed a plastic cover over the area to conceal the water, so I could not see it. Subsequently, during the next main rain event, in early October, 2014, I noticed water coming in at additional locations through the basement walls. When I approached Quality 1st Basement, they advised me that they will send somebody with more plastic sheathing to cover up these areas as well. I told them that if all I wanted to do was to hide the problem, why would I pay them so much money for the work - I could have installed pieces of plastic by myself. They have since stopped responding and have no solution to offer.Desired Settlement: I understand that Quality 1st Basement is not capable of solving the problem. I need them to refund the $8,000 that I have paid them for this work.

Business

Response:

I have reviewed Mr. [redacted] complaint and spoken with our sales representative and installation teams. Mr. [redacted]s Basement is dry at this time. Attached are photos of the area in question during our visit and it is very visible. This issue was discussed with Mr. [redacted] at the inspection. Mr. [redacted] declined installing the vapor barrier on the walls to direct the wall moisture down into the drainage system. Installing one of vapor barrier wall system is standard practice to direct wall moisture down into a homeowners drainage system. Prior to our visit we mailed Mr. [redacted] a book title Dry Basement Science, what to have done and why. Chapter 6 of this book is all about why basement walls leak and the best options for repair. During our visit MR. [redacted] was also shown a power point and video presentation which went over why the walls leak and different options for repair and the associated prices. At the time of the inspection Mr. [redacted] decided not to go ahead with the wall vapor barriers because the WaterGuard drainage system when installed leaves a gap at the floor wall joint which still allows the moisture to drain into the waterguard but the area that is damp is still visible. When we returned we installed a small section for Mr. [redacted] in the specific area of his concern at no charge. This was done as a courtesy since it was at that time a small area. We have explained to Mr. [redacted] that if he will need more work done it will be at an additional cost. WE are happy to work with Mr. [redacted] since he is a customer and we would like to have him as a satisfied customer. At this time the WaterGuard is functioning as its warranty states. The wall dampness is not and was not implied as being warranted. If the Revdex.com would like we are happy to meet with them and Mr. [redacted] to discuss and work to a reasonable resolution. IF we need more information we would be happy to supply it. I am happy to speak with Mr. [redacted] myself if thats what he would like. He can reach me at [redacted]. or email me at [redacted]Attached are before photos, after the initial patch to the areas(which isnt warranted or cotracted it was done as a nicety) and the installation of the vapor barrier(again nicety and freebie).

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The company response states that my basement is dry which is incorrect. Please see attached pictures that I have already forwarded to the company. These pictures clearly show water penetrating through the walls.All that the company has offered to do is to install plastic (what they term as "vapor barriers") to hide the water coming through - see attached picture for reference. This approach is unacceptable as it does not provide me with a dry basement, it only hides the water that keeps coming through. In fact, water penetration into my basement is now worse than it was prior to the company performing the work (I already advised them on 10/11/14 of this deterioration in the condition).The fact that they installed plastic the first time shows that they knew their system was inadequate, and now they want to charge me to install this plastic all over my basement. If they had advised me that I would need to cover up my basement walls with plastic all over, I would not have hired them for the job.Additionally, the last correspondence I received from the company was on 10/13/14. Subsequently, I have sent them emails on 10/13/14 and 10/16/14, and they have not cared to respond back.At this point, I do not see any point in continuing work with this company as they do not have a solution and are unresponsive. I need them to refund my money as I will be attending to this issue myself.

Regards,

Business

Response:

MR [redacted],Thank you for your response and the pictures. Your pictures show that the area in question is your block foundation wall. Block foundation walls are hollow and porous which make them susceptible to water penetration and dampness. The reason you hired us was because of our patented waterguard drainage system. The waterGuard allows us to drill holes into the hollow cores to allow the water to drain into our system. The WaterGuard also allows the water to run down the wall and into the drainage and not get on the floor which is what was happening previously at your home. Now your basement floors are dry. The attached is the agreement we have for the work that was done and you will see on page one we were only under contract for the waterguard system and a pumping system and NOT a vapor barrier. IF you look on page 5 you will see the warranty which does not cover wall dampness or seepage. Installing a vapor barrier is not hiding the problem. Vapor barrier is the approved designed repair by many professional engineers and contractors around the country. The organization we belong to (Basement Systems) is an international network of over 350 of the best basement waterproofing professionals and they all recommend CleanSpace vapor barrier or one of the more finished vapor barriers for wet and or damp walls. Unfortunately Mr. [redacted] decided at the time of sale to not purchase the vapor barrier which is why it is now an additional charge. As per my last email I am willing to work with MR. [redacted] on this, but it is not free.Also if you note in Mr [redacted] pictures the water is at the top of the wall, this is because he also has a gradinlg and gutter problem and drainage problem. IF he addresses these issues he will greatly improve his concerns. Again, I am happy to sit with Mr [redacted] and the Revdex.com if that is whats needed. WE would like to work with Mr. [redacted] on helping him with his concerns. However the work that was done is functioning as designed and there are no warranty issues. Thank you[redacted]GM Quality 1st Basement Systems

Consumer

Response:

The company is saying that the dampness is not covered under warranty, however, my complaint is not about dampness or water seeping through porous blocks. The complaint is about actual water coming through the basement walls between the blocks, which is clearly evident from the pictures, and is covered under warranty. If the pictures are not clear enough, you are welcome to come and witness for yourself next time it rains.

The block foundation walls have been in place since the house was built and the outside grading has not been altered in the past several years. All existing conditions were made known to the company when they came to look at the house for providing a quote. So pointing to such conditions now is just a way of making excuses.

Once again, the plastic (or "vapor barrier" as per the company), when installed, does nothing more than hide the condition. This is not a solution.

Please see attached letter from a licensed Professional Engineer noting the inadequacy of the system and recommending against installing the plastic (vapor barrier).

I had already offered to discuss the options with Quality First Basement (refer to my emails of 10/13/14 and 10/16/14) but they never responded. We are past the point of discussion at this point and since they have not honored their warranty, I need to be refunded for the money that I have paid.

Regards,

Review: We were advised that they would do restoration of our concrete patio which they have failed to fulfill the requirements. I had called, [redacted] Systems Design Specialist who came out on Oct 1st, Wed at 8 am,to look the job over that was supposed to be done, took down my concerns that the job was not fulfilled correctly and that they had a meeting that day and would get back to me ASAP after the meeting. To this day, nothing was resolved and no calls etc were made back to me what so ever to this day from him and his meeting. On Thursday October 23rd a secretary called to ask how I would like a credit for the fence applied and if I would sign for the balance of the loan and I said that is all? What happened to the resolution of the cracked concrete and hole that was filled in with concrete and is now flaking and the never fulfilling the promises of the correct actions of the concrete to bring it up to not being uneven as well as bringing the concrete back closer to the other pads.Desired Settlement: I feel that I am not due to pay the bill since the contract was not fullfilled. Job was never finished. I have a deposit down on a credit card that I am now required to pay for $849. not counting that they want me to pay the remaining balance of $3397.60 but I feel that I should not be responsible for the balance since the job is not done nor has there been any action only an credit they wish to give me for the Poly Level(which was to repair sinking concrete) hitting the fence for $250.

Business

Response:

Short version of our response is we are aware, we are in contact with the homeowner and we want to satisfy the customer to the best of our abilities. We have sent them a detailed email on how we would like to do this and upon their acceptance we will head over and take care of their concerns. We have built a strong reputation and plan to live up to it!

Review: In the late Summer/early Fall of last year (2015), we had Quality 1st come out and install three new window wells to our basement. The installation team was very nice and the visual aspect of their work was superb. We had no issues at all with the window wells until we had a huge rain storm come through in a couple of days ago. I went down into the basement the day after the storm and noticed that two of the three window wells had water pooled inside them, and one of them had gathered so much water in it that it started leaking and carrying loads of dirt into the basement. We had a long streak of dirt that ran the entire length of the basement and about three feet wide, plus water and dirt all in and over two of the wells.

So we contacted the company and they basically said everything they could to get out of doing anything aside from offering to send someone out at the cost of $160 to 'check it out'. So not only did they try to wash their hands of any responsibility, but they also tried to make another profit from this incident. Very professional isn't it?

I even made it known that I don't think the wells are broken ... we just wanted someone to come out and maybe put some sealant around the edges where the water most likely came in through; anything to keep that from happening again. Even though the basement now has a ton of dirt in it and the window well have water and dirt, we hadn't even planned to ask for them to handle that. In fact, we are cleaning it now. We are not asking for much, and it is probably something they could fix in less than five minutes, but instead they opt to try and get more money out of us. We had had intentions of using them for another basement related issue, but not now since we know what to expect from their customer service. ... Which is basically nothing.Desired Settlement: Just come out and finish securing the edges of the window wells so that this doesn't happen again. Nothing more, nothing less. That's it. Seems simple enough I would think.

Business

Response:

To Whom It May Concern,Sounds like it may be a little bit of a misunderstanding. The customer did purchase window wells from us. These window wells are not water proof window wells, which means they do not warranty waterproofing or have any warranties against leakage. See attached proposal, second page under the diagram. We are certainly not attempting to wash our hands of anything. WE notify the customer that if we go out and see our install is done correctly than there would be a fee bc we stated in our proposal we do not prevent leakage with this product. Our dept manager will call this customer and go through this again and make sure the customer is undertanding that the window wells are not waterproof and why we notified them of the fee ahead of time. Any questions please feel free to contact me at any time. [redacted] Robert C[redacted]GMQuality 1st Basement Systems

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Yes, I think there HAS been a misunderstanding. Take a look at these pictures. You mean to tell me that this is an acceptable result of your work? There was not just a little bit of water getting in ... there was A LOT of water getting in. The well was completely full of water apparently as can be seen from the fast that there is dirt and leaves all over the screen, not to mention the pool of water. Let's get this straight here, I will not be asking for any financial retribution as the mess in the basement has already been cleaned up and there is no harm done. I just don't want this to happen again which could easily be solved with making sure that the window well is 100% secured and attached to the basement wall/foundation, which apparently was not done originally. To threaten me with the possibility of a service fee for something that was not my fault and to ensure your companies work was done thoroughly is outrageous and unacceptable.

Regards,

Business

Response:

[redacted]Thank you for the response. I appreciate you attaching some of the photos as well. We certainly want to be helpful and at the end of the day for you to be happy. I understand you spoke with our customer service team and have an appointment for one of our senior techs to visit and review whats going on. I am certain you will find him helpful and knowledgeable about your situation. IF you need anything else please call our service team at [redacted]

Thank youRobert C[redacted]

Review: I contacted the company in June '15 b'se I have wetness in my basement anytime it rains. Upon contacting I was told they would send an inspector to investigate the issue. The inspector came over and after his assessment told my husband and I, that the issue was due to water leaking into the basement from the outside through the basement walls. He assured us the the problem would be fixed with a lifetime warranty. We agreed to have the basement water problem fixed by this company. The invoice was $2,866. We paid initial deposit of 20% of the cost ($573.20) and the company came to fix the issue on 06/30/15. Work was done & a check written $2,292.80 (balance). 06/30/15 night, there heavy rain and the basement got wet. The next morning I emailed and called the inspector I initially met with and he at this time disclosed to me that he was a sales person and he would forward my complaint to the service department. It took multiple phone calls to be able to make an appointment for someone to come over and look at the basement. At this point I thought to myself why the company would send out a sales person to diagnose problems with my basement. Also, it was apparent that after getting my business, the company did not care about my concerns.I then called my bank and placed a hold on the check and pay upon resolution of the problem. A tech person came over and confirmed the leak.The walls in the area that was fixed are completely dry and the water into the basement apparently leaks in through a hole in one corner of the basement ceiling. The “salesperson” completely misdiagnosed the problem to begin with. The tech person said there would be a fix at no extra cost since the wrong project was done. Follow up calls to the company proved futile, so an email detailing our displeasure was sent to them . Instead I got a call saying there would be no fixing & if there was no payment there would be legal action from them yet I feel problem I contacted them for was not fixed.Desired Settlement: Treating customer with fairness

Business

Response:

Thank you for the feedback. We understand [redacted] initial concerns, which we addressed with her as soon as we knew she was dissatisfied. After the installation, water leaked into the basement in a location where [redacted] declined to initially repair. A service technician was sent to her home to diagnose the problem and in order to ensure that this customer was happy, we did additional work for free. Upon our last discussion, [redacted] was very pleased with the solution and how we remedied the issue.

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Description: Waterproofing Contractors, Basement - Contractors, Sump Pump Contractors, Foundation Contractors, All Other Specialty Trade Contractors (NAICS: 238990)

Address: 359 Route 35, Cliffwood, New Jersey, United States, 07721

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