Sure-Dry Basement Systems, Inc.

Review: We hired Sure Dry to straighten two basement walls. After the process was completed the walls are not near straight. The walls were roughly 3 inches bowed before repair. They are roughly still 2 inches bowed in after. The contractor created cracks in the basement walls that required numerous tubes of caulk to seal. The side wall had to be hand dug after job was finished to hook the sump pump back to the storm sewer because this was not done before the job was completed. This caused the air conditioner unit to sink. The unit will have to be releveled at my expense. The contractor was contacted and came to the home to address my concerns.

After taking measurements and pictures I was told the contractor would call me in a day or 2. I had to call them 10 days later after not hearing back. I was told the would fill the dirt in on the side of the house again but were not going to do anything about the walls. We a re dissatisfied with the results. We know the walls would not be perfect but they are not near straight.Desired Settlement: We would like the walls repaired properly.

Consumer

Response:

On Thu, Oct 16, 2014 at 1:11 PM, [redacted] wrote:Hi I am emailing to inform you that I had additional contact with the contractor I filed my complaint with Sure Dry Basements. I had to call them after the soil around my basement colapsed about a foot causing a sump pump drain pipe to break and my basment to partially flood. They sent someone to look at it but have not as of yet corrected the problem or called me back. Please add this to my complaint.

On July 10, 2014 I had some concrete work done. I was pleased with [redacted] ( the foreman) and his helper they went above and beyond what they needed to do, the were very helpful and very pleasant to have been around.

Review: I contacted Sure-dry to lift a sunken slab of concrete in my driveway. They damaged other portions of other slabs while doing this. They also lifted some slabs too high. They returned with some kind of grinding machine and ground off the high spots, causing more damage and scratches to the slab. Some pieces of the slab they said they tried to lift it but were not successful, so they just left it as is. They also were contracted to repair my front sidewalk and back patio, which they did not do, but billed me for.Desired Settlement: Honestly I don't think that I should have to pay for any of their work, because they did more damage than help, and I am not satisfied at all with the results. I definitely should not have to pay for the front sidewalk and back patio which were quoted in the final price, but never finished. I DO NOT want Sure-dry to do any more work at my house. If they agree to repair or replace anything, they will need to hire a sub-contractor to do any work.

Business

Response:

Dear [redacted] and [redacted],

I understand you are dissatisfied with the overall project at your house. Below

you will find our interpretation of the details on what occurred.

Sure-Dry was called to lift driveway slabs that were down

approximately 4-6 inches. It was unclear how much void was under the slabs, and

because of the unknown void Sure-Dry had an overage clause on the bid. The bid

total was $2,354.94 and with that it included 196 pounds of foam. It should be

noted that Sure-Dry used 248 pounds of foam, 52 pounds over the estimated

amount for the entire job. The overage clause states anything over 196 pounds

should be calculated at $11.00 per pound, bringing the job total for just the

driveway only to $2,926.94.

Had Sure-Dry started with the patio, the price for the

entire project would have been greater than $2,926.94. The estimated foam to

lift just the patio section included 34 pounds for an additional $410.62 not

counting any overages, bringing the new total to $3,337.56.

On the first day of the project we determined the void was

much larger than originally predicted. I stopped pumping foam and consulted

with [redacted] and she stated, “Let’s use the foam originally dedicated for the

patio on the driveway.” So we continued to pump. At the end of day one we used

a total of 158 pounds still under the original estimate for the entire job of

196 pounds.

Sure-Dry pulled off the job due to not having a water supply

in order to cut the concrete seam. On the second trip, I wanted to separate the

slab from another slab where there were some pinch points. I ended up cutting

two seams in order to separate the slabs. I continued to lift the sunken slabs

and unintentionally caused the adjacent slabs to rise in three spots.

I called [redacted] and informed her of the lifted sections and

that the original section is now back to its proper placement. At this time and

according to our contract verbiage, Sure-Dry could have called the project

completed and charged $2,926.94. Instead, I met with [redacted] and [redacted] on

Saturday, September 28th, 2013. Together we came to a solution that

both [redacted] and [redacted] felt was satisfactory. I offered to replace the three

sections of concrete that were unintentionally lifted, or to rent a concrete

scarifier to grind down the three sections. [redacted] and [redacted] decided to have

us rent the concrete scarifier and grind down the three sections.

I feel Sure-Dry has gone above and beyond to meet the needs

of the homeowners. We didn't charge for the three mobilizations, any of the

extra foam used, or the rental and labor needed to grind down the concrete

slabs. I also offered to waive a fourth mobilization fee if the homeowners

would like Sure-Dry to return to lift the patio and only charge a per pound

fee; valued at $750.00.

Any questions or concerns with the project can be directed

to our service department.

Sincerely,

Sure-Dry Basement Systems

Business

Response:

Dear [redacted],

I understand there is a disagreement of the facts that

occurred at your property and for that I apologize.

In the letter dated 10-23-13 there are a couple

discrepancies that I can elaborate on. The driveway sections that were lifted

too high were originally about 1-2 inches low and needed to get raised.

According to the bid we were to address 6 sections of the driveway so we wanted

foam under the adjacent slabs. Typically cutting concrete seams is not

necessary, of the last fifty projects we only had to cut 2 slabs. Upon

departure the first day and before we cut the seam on the second day, the

adjacent slabs (according to a zip level) still needed to come up about ½ inch.

The over lifting only occurred after the slab seam were cut. The seam closest

to the garage was cut twice to help prevent additional lifting. Sure-Dry

offered to either replace the sections that were lifted or to grind down the

seam; the customer opted to have the seams ground down.

In consideration of what occurred, the over lifting and not

lifting patio section, Sure-Dry did not charge anything additional for the

overage of the foam, numerous mobilizations, or the rental/labor for concrete

scarifying. We want to thank you for payment in full, and will continue to

honor our five year warranty on the slabs lifted.

Your letter only states responses to my previous letter, if

there is anything you are seeking or there are any further concerns please feel

free to either respond or call our service department.

Thank you,

Consumer

Response:

I had a perimeter drainage system and sump installed last summer. The work was completed in a timely manner as was promised. To my knowledge the sump has not run since installation. My only complaint with the job involves the brite-white walls. The craftsmanship of the finished work is well below expectations.
Today [redacted], a service technician, was here to complete the annual service. He was very knowledgable, answered all of my questions, and offered several tips to keep the system working properly.

I would recommend Sure-Dry Basement Systems to anyone needing this type of work.
Over a year ago I requested work to be done at my residence. Raising concrete in several places. A year later there was a slight drop in the approach to my garage. I called them and within a week later they came and raised it up level. There was no charge for this. Shaun and another person were very customer oriented. I would definitely recommend them.

[redacted] and [redacted] did a wonderful job with my basement repair. They were very prompt, worked very hard, and were very pleasant.

My crawl space was sealed and beautified by a crew led by [redacted] on June 3rd. Now several people have sen it and think it looks great. I could not stand the space before.
The work was really difficult but [redacted] looked at it and said it wan't too bad. Then they set to it and completely changed the space and added support to out living room above. I do not have much money but got exactly what I needed for a good price.
[redacted] looked it over, made a plan and the crew worked together in that confined space for the whole day, completely transformed it. I even went and sat in it.
Nice woork.

SureDry just installed a perimeter drainage system, triple pump with battery backup, as well as a dehumidifier. While we have not had the opportunity to witness the system in action we are very pleased with [redacted] and his crew. Very friendly, knowledgeable, and efficient. We could not be more pleased with the two day timeframe needed for installation and are actually looking forward to the spring melt for the first time since we've moved here! Thank you guys, for a job well done.

[redacted] came to our house on April 18th to do a checkup on our sump pump we had put in by Sure Dry about seven years ago. ** was very professional and showed me how my sump pump was performing. He did a great job answering my questions and concerns I had. Great job **!

I called Sure Dry to have someone come out and take a look at my basement where I had water coming in in 3 different locations. Bob Reber was the Systems Design Specialist who came out and looked at my basement. He was very thorough in explaining the problems (cracks in the foundation walls) and what was needed to be done to fix them. We scheduled the job and [redacted] was the crew foreman who completed the work. ** was also very professional and thorough. He explained the entire process that he would be going through to solve our problems. He completed the work in a timely fashion and when he was finished, went over the work he performed. We are very pleased with the work that was performed and would highly recommend them to anyone with basement issues.

I was so impressed with the crew that came out to my house today. I needed concrete raised and [redacted] was the lead foreman. He called me at work because the job was going to exceed the estimate and waited at my house for an hour until I could get home to show me why the work was going to cost more. He was polite, considerate of the money it was going to cost me and explained everything in a clear and understandable language. I was very impressed with his work ethic and desire not to "sell" me anything that wasn't needed. After everything was done, the job looked excellent, the work site was cleaned up and repetitively asked me to call if I had any questions in the future.

We don't know how the crack will hold up under a real test of weather, but our technician was great! ** was on-time, courteous, explained the process clearly and cleaned up after himself.