Standard Water Control Systems, Inc.

On July 21, we installed a draintile system at a rental property in Superior, WIOn August 4, we received a call saying there was water in the basement coming from an egress window and another area that had sheetrock upI asked the customer to email pictures and stated it would be
necessary to remove some sheetrock in order to clearly see what was happeningWhen I explained we don't warranty water coming through windows the homeowner hung up on meLater a person named *** called swearing at me and calling me namesI explained, per the contract, we don't warranty water through windows; that I needed him to remove the sheetrock and send me pictures of what was behind the wallLater, I received pictures showing the window and a crack in the poured wallI visited the home on August 5, At that time I explained that our warranty is clear, we don't warranty water coming through windows or poured wallsIf we would have been aware of the crack in the wall we would have addressed it up front*** told me he knew the crack was there because he put up the sheetrock that covered itWe rely heavily on information from the homeowners because we can't take down sheetrock, etcwhen we give estimatesAlthough we don't warranty these things I did arrange to fix the drain in the egress window and explained what I could do for the crack in the wallI offered to put up a fiberglass panel to divert the water into our system at no chargeI also gave them other optionsI told them to think about it and call me back, which they never didThey wanted me to pay for the cleanup, which is specifically excluded in our warrantyI said I'm sorry but we won't do thatAlso, I never told this homeowner our system was designed for block walls onlyWhether the wall is hollow blocks or a poured concrete wall, we use the same system with great successWe are sorry for this customer's situation and are willing to help them with the crack in the wall, if they so choose

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. I would really like to resolve this problem. I do want to mention a couple things that I didn't agree with in the "Message from the Business" although I do accept Standard Water Control Systems to install the fiber glass panels to the left side of the front of the house in the master bedroom at no charge. Please call me to to schedule a date and time ###-###-####. First of all I would like it noted that Standard Water Control Systems did this job in violation of not obtaining a building permit from the City of Superior. I was told prior to the job start that all permits would be obtained by Standard Water Control Systems. If a permit had been obtained an inspection would have discovered the hole that they plugged prior to the rainfall. Second, on August 5, when Mike stopped at the house after the flooding he told me that they could install the fiber glass panels but there would be an additional charge, he never said he would do at no charge.The egress window leaked because a pipe was removed and cemented over when they installed the draintiles. When Todd did the estimate we showed him the crack on the other wall (on the base of the wall near the heat base board) and he acknowledged it and said that their system would take care of it. This was pointed out to Todd on June 28th, 2017.I do accept the offer to have Standard Water Control Systems installl the fiber glass panel at no charge, please let me know in advance a time so I can prepare the wall and notify tenants. Thank you, *** ***

October 20, On July 8, we were contacted by *** ***, the owner of the home since 1966, regarding a water problem she was having with her basementAt that time she felt it was a small problem and we advised her to do some exterior things to solve the problemOn August 3, she called again because she was still having problems and asked for an estimateWe sent a company representative to her home on August 8, At that time he talked to the homeowner and she explained she lived in the home for yearsShe pointed out where the water was coming inHe took notes, measurements, and looked at the inside and outside the homeHe also took pictures of the water damageConsidering the fact that the homeowner has lived in the home for years and has a great detailed history of her problem and has tried many other things to solve the problem, our representative gave her an estimate for a draintile system and left it with herOn August 18, (days later), she called our office to request a date to have the system installedShe signed the contract on August 23, and mailed it to us with the down paymentWe received it on August 26, The work was scheduled and installed on September 21, 2016, well over a month from our initial visitThat gave her plenty of time to read over the contract and understand all the terms and conditionsKeep in mind this was two years and two months from the initial call she made to usOur process is the first crew installs the draintile then the cement crew follows up the very next dayOur first crew was out on September 21, and installed the draintileThe City Inspector also has to look at the jobOn September 22, the second crew was to put back the cementIn this case the homeowner requested we not cement some areas as she wanted to get some plumbing done under the floorWe agreed to do so and come back at a later date to finish at no charge to accommodate herDuring the installation the crew foreman took pictures showing many signs of previous water damageThis is standard operating procedure to document what we didOn September 23, I received a call from the homeowner stating she had water in her basementI asked a few questions such as are there any plumbing or windows where the water could be coming from and she said noI explained to her we would be more than happy to come out and take a look to see where the water was coming from and if it was covered under warranty there would be no charge, however if it wasn’t covered under the warranty there would be a service fee of $(see back of Contract # under Limited Lifetime Warranty)She understood and was upset but demanded we come out immediatelySo I sent Todd, our service technician out to her homeWhen he arrived he looked at the area in the basementHe went outside and flooded it with a garden hoseAfter a short period of time he found water was coming out of an electrical box in the basement and dripping onto the floorHe took pictures and showed the homeowner and explained that it was not covered by our warranty, therefore service fees apply (see back of Contract # under Limited Lifetime Warranty) and she refused to pay himOn September 28, we sent our cement crew out to finish the cement and again they flooded the outside, took pictures and showed the homeowner it was coming through the electrical and again she refused to pay for the workOur contract explains in detail what is covered and not covered by our warranty and that service fees apply when the basis of the service call in unrelated to the draintile systemWe also specifically mention we don’t cover plumbing or electrical systemsWe are not experts in those fields and are not licensed to do themThe daughter who is making the complaint admits she was not our customer and was not present during any of the conversations and that her mother was the one who requested the service callShe even admits I indicated to her mother that there would be a service fee if it wasn’t covered by our warrantyMost importantly she admits the water was coming from the electrical and plumbing systemsSee pictures and contract attachedIf you have any further questions feel free to contact me at ###-###-####Sincerely, Michael W *** President

I am rejecting this response because:The service fee has not been reversed. 1. Mike neglects to mention that I personally spoke to all the contractors my mother initially contacted. One of the questions I had was whether this would resolve the issue
Regardless of the history my mother has had with the home, or that other remedies have not resolved the water problem, it is STILL incumbent on good business practice to ensure that the water problem will be resolved by their work. Especially in a situation when the work is requested by a homeowner without the professional experience that the business is supposed to bring with them. That being said, my mother has NEVER indicated that she would not pay the contract, even in the original complaint I filed on my mother's behalf. 2. My mother NEVER agreed to pay the service charge. And she should not have to. Even by Mike's recount, the visit was made essentially during the project time frame. Part of payment at completion of job dictates that the client is satisfied with the work done. If the client has questions, the Company should be more than happy to answer and address any and all concerns. Per the website - Customer first3. The fact that the Company came back to finish the cement work at a later time was a decision made by the Company, not my mother and is NOT a part of this complaint.4. I file this complaint on behalf of my mother with her full knowledge and approval. She does not have access to the internet and I was part of the process from the beginning.We ask that the Company reverse the service fee. Had the site visit been much later, we would have understood, but this visit was essentially during the project installation and therefore inappropriate. Reverse the charge and this issue is finished.

To whom it may concern. We entered into a contract to install a draintile with the home owner. The person making this complaint is not our costumer. We installed the system per the contract. We also provided additional services at an extra charge. The home owner has not payed for the work except the...

down payment and refuses to do so. We are now looking at our options and are considering filling a lien on the property.