American Waterworks was initially called to the customer’s home and directed to a wet spot on the floor in a completely finishedbasementThe customer informed us that the basement gets wet near the wall during heavy rainsOur initial proposed solution that the customer agreed to included removing the landing (which the customer said they would have removed before we arrived) and rolling the carpet backAfter we installed a Supersump and feet of Waterguard sub-floor drainage system, we were called back out for water on the floor againWe asked for the customer’s permission to cut the sheetrock to investigate where the water may be coming fromAt that time the customer was informed that we would not be replacing the sheetrockWe discovered that water was coming in from higher up the wall because the front steps had been overlaid with pavers that were allowing water to come in over the sill plateUnfortunately, the only way to discover this was to cut the sheetrockAmerican Waterworks has been in business for plus years, and this was the first time we have encountered a situation like thisThe customer stated they were going to reach out to the company that installed the pavers on the stepsWe offered to take further steps to correct the situation or refund $1,for the troublesThe customer accepted a $1,payment and left us with the impression they were satisfied
Initial Business Response / [redacted] (1000, 11, 2015/09/02) */ American Waterworks has installed the products and services required to fix the corner of this house, but the house has other areas of concern that need fixing that is not related to the work that we do, but the homeowner is not willing to look into the other concerns, hence the reason, the counter is tilted and certain walls are crackedWe have offered to check back and see if extra dirt is needed for the corner that we worked on, and also look at the cracks which the homeowner claims are newHomeowner has not tried to contact us with any of these concerns, they are new to our companyThe gas line damaged was a private line, and is stated in our contract, "homeowner is responsible for any damages to private underground lines if not marked by homeowner." We have no way of knowing where private lines are, we always contact utility locate services, and they mark all public lines before we do any digging
I am rejecting this response because: As I stated before, American Waterworks was hired to fix the area where water was seeping into my basement whenever it rained I explained to Thomas that this had not always occurred It was only in the last year that the seepage was frequent This has been an exceptionally wet spring and the sump pump has never turned on because there was no need for the sump pump in the first placeWhy would American Waterworks recommend installing a sump pump when there wasn't even a need for the sump basket? I placed my trust in this company and I regret that very muchI am asking for American Waterworks to pay for repairs on my basement because there was no need for any of this damage to be done because there was no need for a sump pump By returning $of the total $paid to them, they are admitting that they did the wrong thing I never under any circumstance told this company that I was satisfied with the $
Upon receiving this complaint we placed a call to the customerWe have arranged a time this Thursday (12/14/17) for a representative from our company to meet on siteWe have a plan in action to rectify the situation, and we will update this response after our meeting this Thursday
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The resolution agreed upon was to replace the Radon system with a new system The work to the radon system was satisfactory The damage to the floor coating will be rectified with a reimbursement of half of the estimated cost of the radon system upon the customer’s resolution being submitted to the B.B.B
American Waterworks was initially called to the customer’s home and directed to a wet spot on the floor in a completely finishedbasement. The customer informed us that the basement gets wet near the wall during heavy rains. Our initial proposed solution that the customer agreed to included removing...
the landing (which the customer said they would have removed before we arrived) and rolling the carpet back. After we installed a Supersump and 48 feet of Waterguard sub-floor drainage system, we were called back out for water on the floor again. We asked for the customer’s permission to cut the sheetrock to investigate where the water may be coming from. At that time the customer was informed that we would not be replacing the sheetrock. We discovered that water was coming in from higher up the wall because the front steps had been overlaid with pavers that were allowing water to come in over the sill plate. Unfortunately, the only way to discover this was to cut the sheetrock. American Waterworks has been in business for 27 plus years, and this was the first time we have encountered a situation like this. The customer stated they were going to reach out to the company that installed the pavers on the steps. We offered to take further steps to correct the situation or refund $1,500 for the troubles. The customer accepted a $1,500 payment and left us with the impression they were satisfied.
Initial Business Response /* (1000, 11, 2015/09/02) */
American Waterworks has installed the products and services required to fix the corner of this house, but the house has other areas of concern that need fixing that is not related to the work that we do, but the homeowner is not willing to look...
into the other concerns, hence the reason, the counter is tilted and certain walls are cracked. We have offered to check back and see if extra dirt is needed for the corner that we worked on, and also look at the cracks which the homeowner claims are new. Homeowner has not tried to contact us with any of these concerns, they are new to our company. The gas line damaged was a private line, and is stated in our contract, "homeowner is responsible for any damages to private underground lines if not marked by homeowner." We have no way of knowing where private lines are, we always contact utility locate services, and they mark all public lines before we do any digging.
Initial Business Response /* (1000, 17, 2015/09/28) */
American Waterworks was hired to install a permanent waterproofing system, to eliminate a basement water problem, that the customers had. We did exactly that, from the installation date until now, their basement has been dry. The complaint...
submitted, had nothing to do with our system that was installed, it is based on the fact that one potential buyer walked away. We took no personal or confidential pictures of the homeowners belongings, only closeup pictures of our system being installed, and the finished project. We submit pictures for real estate transactions quite frequently to help future home buyers that are not familiar with our systems to better understand how are products work. Furthermore, our service manager never mentioned that he knew that there was mold in the customer's basement, that interpretation was all hearsay, from the potential buyer, and the two realtors involved. Lastly, American Waterworks, offered to contact the potential buyer and answer any questions or concerns about the basement waterproofing project, but the homeowners told us that they did not want us to contact the potential buyer. American Waterworks believes that the system installed had nothing to do with the house not selling, and that our system added value to the home, and made a wet basement dry, and a more usable space for the homeowner or any potential buyers.
Initial Consumer Rebuttal /* (3000, 19, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We agree we hired American Waterworks to install a permanent waterproofing system. However, we did not hire them to be our real estate representative. They did not contact us nor did they contact the representative agent to confirm the request of an un-known 3rd party. Pictures taken inside our house is confidential, and personal items where submitted with the pictures.
Steve, owner of American Waterworks claims the finally returned our initial calls over 1 month after many requests ( and after the complaint submitted thru Revdex.com ), and claimed the pictures definitely showed mold, yet no one at American Waterworks ever told us - the home owner - of the potential health risk to our family. Steve & I ended our phone conversation with Steve asking how this can be done? I responded with we want some type of re-imbursement. Steve said he would take to his group and let us know; we never heard from Steve again.
To me, in this process thru the Revdex.com & personal contacts, American Waterworks continue delay to respond, and finally submitting a response after a certified letter ( submitted post deadline ) shows their lack of respect to the Revdex.com and the customers - they have completed their work and received payment - they were done, echoed in their continued failure to respond.
We are still requesting settlement of $ 8157.25 ( American Waterworks cost of $7807.25 & Mold tests of $ 350 ).
Final Business Response /* (4000, 21, 2015/10/14) */
American Waterworks is sorry for the misunderstanding from this project, but we did install a perfectly acceptable waterproofing system for the homeowner so we will not not refund the money for that system. American Waterworks has been an accredited business with the Revdex.com and an A+ company for over 16 consecutive years. We were not sent any initial notices about the complaint until the certified letter arrived, we then immediately responded, and contacted our Revdex.com rep and explained this and they said that they would look into the issue, and we have not had an instance since. As for the pictures that are in question, we took a few pictures of our WaterGuard system being installed, nothing personal was ever photographed and leaked to anyone. We have since forwarded our installation pics to the Revdex.com as proof.
I am rejecting this response because:
As I stated before, American Waterworks was hired to fix the area where water was seeping into my basement whenever it rained. I explained to Thomas that this had not always occurred. It was only in the last year that the seepage was frequent. This has been an exceptionally wet spring and the sump pump has never turned on because there was no need for the sump pump in the first place. Why would American Waterworks recommend installing a sump pump when there wasn't even a need for the sump basket? I placed my trust in this company and I regret that very much. I am asking for American Waterworks to pay for repairs on my basement because there was no need for any of this damage to be done because there was no need for a sump pump. By returning $1500 of the total $3984 paid to them, they are admitting that they did the wrong thing. I never under any circumstance told this company that I was satisfied with the $1500.
American Waterworks was initially called to the customer’s home and directed to a wet spot on the floor in a completely finishedbasementThe customer informed us that the basement gets wet near the wall during heavy rainsOur initial proposed solution that the customer agreed to included removing the landing (which the customer said they would have removed before we arrived) and rolling the carpet backAfter we installed a Supersump and feet of Waterguard sub-floor drainage system, we were called back out for water on the floor againWe asked for the customer’s permission to cut the sheetrock to investigate where the water may be coming fromAt that time the customer was informed that we would not be replacing the sheetrockWe discovered that water was coming in from higher up the wall because the front steps had been overlaid with pavers that were allowing water to come in over the sill plateUnfortunately, the only way to discover this was to cut the sheetrockAmerican Waterworks has been in business for plus years, and this was the first time we have encountered a situation like thisThe customer stated they were going to reach out to the company that installed the pavers on the stepsWe offered to take further steps to correct the situation or refund $1,for the troublesThe customer accepted a $1,payment and left us with the impression they were satisfied
Initial Business Response / [redacted] (1000, 11, 2015/09/02) */ American Waterworks has installed the products and services required to fix the corner of this house, but the house has other areas of concern that need fixing that is not related to the work that we do, but the homeowner is not willing to look into the other concerns, hence the reason, the counter is tilted and certain walls are crackedWe have offered to check back and see if extra dirt is needed for the corner that we worked on, and also look at the cracks which the homeowner claims are newHomeowner has not tried to contact us with any of these concerns, they are new to our companyThe gas line damaged was a private line, and is stated in our contract, "homeowner is responsible for any damages to private underground lines if not marked by homeowner." We have no way of knowing where private lines are, we always contact utility locate services, and they mark all public lines before we do any digging
I am rejecting this response because: As I stated before, American Waterworks was hired to fix the area where water was seeping into my basement whenever it rained I explained to Thomas that this had not always occurred It was only in the last year that the seepage was frequent This has been an exceptionally wet spring and the sump pump has never turned on because there was no need for the sump pump in the first placeWhy would American Waterworks recommend installing a sump pump when there wasn't even a need for the sump basket? I placed my trust in this company and I regret that very muchI am asking for American Waterworks to pay for repairs on my basement because there was no need for any of this damage to be done because there was no need for a sump pump By returning $of the total $paid to them, they are admitting that they did the wrong thing I never under any circumstance told this company that I was satisfied with the $
Upon receiving this complaint we placed a call to the customerWe have arranged a time this Thursday (12/14/17) for a representative from our company to meet on siteWe have a plan in action to rectify the situation, and we will update this response after our meeting this Thursday
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The resolution agreed upon was to replace the Radon system with a new system The work to the radon system was satisfactory The damage to the floor coating will be rectified with a reimbursement of half of the estimated cost of the radon system upon the customer’s resolution being submitted to the B.B.B
American Waterworks was initially called to the customer’s home and directed to a wet spot on the floor in a completely finishedbasement. The customer informed us that the basement gets wet near the wall during heavy rains. Our initial proposed solution that the customer agreed to included removing...
the landing (which the customer said they would have removed before we arrived) and rolling the carpet back. After we installed a Supersump and 48 feet of Waterguard sub-floor drainage system, we were called back out for water on the floor again. We asked for the customer’s permission to cut the sheetrock to investigate where the water may be coming from. At that time the customer was informed that we would not be replacing the sheetrock. We discovered that water was coming in from higher up the wall because the front steps had been overlaid with pavers that were allowing water to come in over the sill plate. Unfortunately, the only way to discover this was to cut the sheetrock. American Waterworks has been in business for 27 plus years, and this was the first time we have encountered a situation like this. The customer stated they were going to reach out to the company that installed the pavers on the steps. We offered to take further steps to correct the situation or refund $1,500 for the troubles. The customer accepted a $1,500 payment and left us with the impression they were satisfied.
Initial Business Response /* (1000, 11, 2015/09/02) */
American Waterworks has installed the products and services required to fix the corner of this house, but the house has other areas of concern that need fixing that is not related to the work that we do, but the homeowner is not willing to look...
into the other concerns, hence the reason, the counter is tilted and certain walls are cracked. We have offered to check back and see if extra dirt is needed for the corner that we worked on, and also look at the cracks which the homeowner claims are new. Homeowner has not tried to contact us with any of these concerns, they are new to our company. The gas line damaged was a private line, and is stated in our contract, "homeowner is responsible for any damages to private underground lines if not marked by homeowner." We have no way of knowing where private lines are, we always contact utility locate services, and they mark all public lines before we do any digging.
Initial Business Response /* (1000, 17, 2015/09/28) */
American Waterworks was hired to install a permanent waterproofing system, to eliminate a basement water problem, that the customers had. We did exactly that, from the installation date until now, their basement has been dry. The complaint...
submitted, had nothing to do with our system that was installed, it is based on the fact that one potential buyer walked away. We took no personal or confidential pictures of the homeowners belongings, only closeup pictures of our system being installed, and the finished project. We submit pictures for real estate transactions quite frequently to help future home buyers that are not familiar with our systems to better understand how are products work. Furthermore, our service manager never mentioned that he knew that there was mold in the customer's basement, that interpretation was all hearsay, from the potential buyer, and the two realtors involved. Lastly, American Waterworks, offered to contact the potential buyer and answer any questions or concerns about the basement waterproofing project, but the homeowners told us that they did not want us to contact the potential buyer. American Waterworks believes that the system installed had nothing to do with the house not selling, and that our system added value to the home, and made a wet basement dry, and a more usable space for the homeowner or any potential buyers.
Initial Consumer Rebuttal /* (3000, 19, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We agree we hired American Waterworks to install a permanent waterproofing system. However, we did not hire them to be our real estate representative. They did not contact us nor did they contact the representative agent to confirm the request of an un-known 3rd party. Pictures taken inside our house is confidential, and personal items where submitted with the pictures.
Steve, owner of American Waterworks claims the finally returned our initial calls over 1 month after many requests ( and after the complaint submitted thru Revdex.com ), and claimed the pictures definitely showed mold, yet no one at American Waterworks ever told us - the home owner - of the potential health risk to our family. Steve & I ended our phone conversation with Steve asking how this can be done? I responded with we want some type of re-imbursement. Steve said he would take to his group and let us know; we never heard from Steve again.
To me, in this process thru the Revdex.com & personal contacts, American Waterworks continue delay to respond, and finally submitting a response after a certified letter ( submitted post deadline ) shows their lack of respect to the Revdex.com and the customers - they have completed their work and received payment - they were done, echoed in their continued failure to respond.
We are still requesting settlement of $ 8157.25 ( American Waterworks cost of $7807.25 & Mold tests of $ 350 ).
Final Business Response /* (4000, 21, 2015/10/14) */
American Waterworks is sorry for the misunderstanding from this project, but we did install a perfectly acceptable waterproofing system for the homeowner so we will not not refund the money for that system. American Waterworks has been an accredited business with the Revdex.com and an A+ company for over 16 consecutive years. We were not sent any initial notices about the complaint until the certified letter arrived, we then immediately responded, and contacted our Revdex.com rep and explained this and they said that they would look into the issue, and we have not had an instance since. As for the pictures that are in question, we took a few pictures of our WaterGuard system being installed, nothing personal was ever photographed and leaked to anyone. We have since forwarded our installation pics to the Revdex.com as proof.
I am rejecting this response because:
As I stated before, American Waterworks was hired to fix the area where water was seeping into my basement whenever it rained. I explained to Thomas that this had not always occurred. It was only in the last year that the seepage was frequent. This has been an exceptionally wet spring and the sump pump has never turned on because there was no need for the sump pump in the first place. Why would American Waterworks recommend installing a sump pump when there wasn't even a need for the sump basket? I placed my trust in this company and I regret that very much. I am asking for American Waterworks to pay for repairs on my basement because there was no need for any of this damage to be done because there was no need for a sump pump. By returning $1500 of the total $3984 paid to them, they are admitting that they did the wrong thing. I never under any circumstance told this company that I was satisfied with the $1500.