Tankel Jonathan Dr

At the start of the job we issue the customers a proposal stating the work to be done and the amount it will takeThis is our acting invoice even though it dose not use the language "Invoice" on itI have developed a written invoice with such language and mailed it out to the customer on 12/8/17, after receiving this notice I emailed and mailed out the invoice on 12/19/I have attached the newly written invoice that was issued to the complainantIf there is anything else we can do please let us know! We have been trying very hard to get great customer satisfaction

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . We deny Green Mountain Basement Solutions response and reiterate the following: 1. We called in 2016 when our battery had issues and requested annual service be completed. We were informed that someone would call back to schedule as soon as a person was available in our area. At no time during that call did anyone specify there would be an additional fee for annual service. GMBS did not return the call to schedule service. 2. We made several calls in April 2017 to GMBS when our basement became flooded due to the faulty battery. These calls are evident on phone logs from our home and cell phone companies. 3. At no time were we ever informed that we needed to contact a local contractor. In fact, on April 10, 2017, when GMBS spoke with adult son, employee requested son call back on Monday. Call was made on Monday by husband with no response. Additional calls were made to the answering service with no response. Cell and home phone numbers were provided on the messages left with the answering service. 4. We were never informed that GMBS does not service our area. There is no paperwork to state they do not or will not service our area. In fact, upon speaking with husband on April 17, 2017, GMBS employee stated that they were just in the area. 5. The Healthy Basement Certificate was indeed a program in 2015. Had it not been a program, it would be unusual that we have a brochure discussing the program. This brochure was included in the packaging that was provided to us in 2015. Please provide documentation that you enrolled us in the Healthy Basement Certificate program and state why we did not receive our certificate. 6. In the end, we recognize that this company uses the BUYER BEWARE techniques when doing business, especially when accepting business "over 2 ½ hours away" from their home office. As we have never had issues doing business with any other company more than 2 hours away – even for service – we admit that we just learned a very valuable and expensive lesson. Our only hope at this time and in the future is that other people will also BEWARE and read ALL information provided by GREEN MOUNTAIN BASEMENT SOLUTIONS. Regards, [redacted]

The employee spilled a small amount of concrete dust with water on their old drivewayWe were informed several weeks later and the concrete had hardenedOur companies employees were all working scheduled projects out of townwe explained that we would get there to take care of this minor issue
Up to today, we had made attempts to remove the concrete with various methods recommended by the products manufacturer.This week, we had three attempts and today, the method we used removed the simple concrete stain that was on their drivewayI was in the hospital yesterday and today with my daughter as she is months and past her due date so I could not answer the text message to my cell phone late yesterday or todayThe harmless stain of concrete was NOT a emergency and we were attempting to remove the stain.The customer has NOT told us that the crack repair is not working and if it is not working they can call our office and schedule a service visit as it has a warranty

We cleaned the concrete stain as this is an old driveway and the small amount that is left as a "stain" is barely noticeable as we followed what the manufacturer advised us to doThis is barely visible and after a Vermont winter it will not be visible at allWhile I do understand the frustration as our entire staff were working out of town after the stain was reported of waiting for us to return and address the concrete stain. I have spoken to the employee who raised his voice on the phone and have handled that internally. The driveway's use is not hurt in any wayThis is a concrete stain on a relatively old drivewayThere is no loss here in this situation. The warranty was not sent because the project was still "open" as we were attempting to remove the concrete spot as we internally charge labor internallyWe closed out the project Today and the warranty will be mailed out

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We were hired by this customer in an emergency due to his sewer line failing under his basement floor , which was also his garage floorWe quoted him a price of $7k to replace the entire floor in the garage and to tear up all his plugged sewer lineWe had to hold up several days until the
insurance company looked at it and the city of Winooski gave us the plan and approval to attach to the main sewer line.We discovered that the line was plugged all the way out to the streetThis caused the entire paved driveway to be ripped up and the line needed to be replaced approximately feet to the roadThe city had incorrect information and documented to us the incorrect pipe depth and pipe size. Prior to proceeding we informed this customer that he would need the additional excavation of his driveway, the pipe replaced,the driveway repaved, and a sewage injection liner and pump to pump the sewer uphill to the actual locationHe was told the additional work was $8k taking the project to 15kHe agreed the entire time to the pricingHe asked to have a breakdown of the project which we understood to be the 7k and the 8k on a invoice.We were at the mercy of the paving company who could not make it for 2-weeks due to scheduling and weatherWe paid them to professionally repave the drivewayThe job was completed and we were paid.After, we were asked to have the entire job broken down to show our costsI had been out of town and answered his email on my remote device before reading the accusations that we ripped him offThat we were dishonest and that we could not substantiate our billingHe threatened to sue us if we didnt do as he demanded.We are under no obligation to break down our pricingWe bid this as a job and he acceptedThe project came out outstanding as my guys worked into the evening on several occasionsThis work involved hauling and handeling raw sewage from his houseI will not submit to threats or abuse or downright being abused after we worked extremely hardThe pricing was quoted and accepted and proposals were given to the customerWe are not responsible to get this covered by his insurance company in any way shape or form

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The business did not return the following day to finish the pump installation and fill in the floor as they said they would. I have received ONE offer to come and finish the installation at an elevated price of not the I was quoted for installation of a sump pump. Also, no portion of a discount was honored for my time missed from work when they did not show up or call on original start date. I was offered a dollar discount before they started the job to compensate me for time lost at work. The owner has not returned any of my phone calls since my deposit was taken
Regards,
*** ***

Green Mountain Basement Solutions staff has been in contact with this customer many many times.The facts are----Upon opening up the floor to install drainage, our staff had the integrity to stop after noticing the footer and wall was structurally compromised and any further installation could
compromise the wallA proper proposal was given to homeowner to stabilize the foundationThe customer declined.--Our General Manager called the customer many times and the customer declined the structural repairThe customer was told we would just bill the pump installation in which he demanded an additional discount for installation of the pumpWe told him "no" that he would have to pay the quoted cost. We are willing to come and finish the pump installation for the quoted $and ensure that is all that is billed to the financing companyOur staff has made many attempts to resolve this as the customer refuses

If the customer needed any additional pricing, this should have been asked for prior to accepting the written proposals we have submitted.This customers insurance company's refusal to pay him is not our responsibilityMy contact with the insurance industry has stated that the previous written proposals are sufficient to be compensated for the claimHis policy simply does not cover this repair.I will not submit anything to this customer as the scope of work in this contract has been satisfied

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
We deny Green Mountain Basement Solutions response and reiterate the following: 1.  We called in 2016 when our battery had issues and requested annual service be completed.  We were informed that someone would call back to schedule as soon as a person was available in our area.  At no time during that call did anyone specify there would be an additional fee for annual service.  GMBS did not return the call to schedule service. 2.  We made several calls in April 2017 to GMBS when our basement became flooded due to the faulty battery.  These calls are evident on phone logs from our home and cell phone companies. 3.  At no time were we ever informed that we needed to contact a local contractor.  In fact, on April 10, 2017, when GMBS spoke with adult son, employee requested son call back on Monday.  Call was made on Monday by husband with no response. Additional calls were made to the answering service with no response.  Cell and home phone numbers were provided on the messages left with the answering service.  4.  We were never informed that GMBS does not service our area.  There is no paperwork to state they do not or will not service our area.  In fact, upon speaking with husband on April 17, 2017, GMBS employee stated that they were just in the area.   5.  The Healthy Basement Certificate was indeed a program in 2015.  Had it not been a program, it would be unusual that we have a brochure discussing the program.  This brochure was included in the packaging that was provided to us in 2015.  Please provide documentation that you enrolled us in the Healthy Basement Certificate program and state why we did not receive our certificate. 6.  In the end, we recognize that this company uses the BUYER BEWARE techniques when doing business, especially when accepting business "over 2 ½ hours away" from their home office.  As we have never had issues doing business with any other company more than 2 hours away – even for service – we admit that we just learned a very valuable and expensive lesson.  Our only hope at this time and in the future is that other people will also BEWARE and read ALL information provided by GREEN MOUNTAIN BASEMENT SOLUTIONS.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
My complaint is not about the work that was done at my house but rather the fact that [redacted] on several occasions promised me an itemized invoice and I have not received one after a month and a half of waiting. He knows I need one to submit to my insurance company but has failed to live up to his promise. I have an email dated July 20th in which [redacted] wrote,Hi [redacted],I arrived back from out of town last evening and did get a message from [redacted] and [redacted] for the itemized bill. I needed our book keeper's help to create and print the invoice off from [redacted]. She is very part time and I had not been able to meet with her when she was at our home office. She went on vacation and then mu family went on vacation.For this I apologize for your inconvenience as this is purely my fault and not my staff as they passed on each message correctly. On top of the events above we were hit very hard with flooding basements which had us burning the candle on both endsI will create a final invoice on letterhead tomorrow as our book keeper is not available until next week. You will have the invoice tomorrow and you have my word on that [redacted],[redacted] After not receiving the promised itemized invoice I had no choice but to tell him I was going to take legal action. I have called several times since to see if I could get the invoice and he never responded. Mr [redacted] has left me no choice but to seek another resolution to this matter and that is why I contacted the Revdex.com. I  just want and need this invoice so I can submit it to my insurance company and I am not out $15,000. I do not think this is a lot to ask of a reputable Vermont company. 
Regards,
[redacted]

I have reached out to the customer and offered him a financial solution to have us install a single pump and credit his account $1400 with the finance company. The credit check was mailed and the work has been completed.

Green Mountain Basement Solutions installed this system in 2015. The battery has a 1 year warranty from the manufacturer and not Green Mountain Basement Solutions. We have never had a documented request for annual service. This territory is not ours anymore as we had gone into this territory because...

no other company serviced the area.We Log and document all of our phone calls and the only call we received was this year from the owners son. I personally spoke to him and he told me that everything was working fine.In 2015 there was no such program of a "Healthy basement certificate" as this is a new program that was not in effect when the system was installed. The pumps themselves have a separate manufacturer's warranty that can be checked by any plumber or contractor. The territory of this basement is 2-2.5 hours in 1 direction. We have printed in the documents that this customer signed before having us perform the work that any service call that is not covered by warranty will result in a charge. Simply "checking" the pumps is not a warranty covered call.We were never contacted to perform annual service. When I spoke to her son several weeks ago, he told me that they were fine and didn't need anything. If the battery is dead and since it is past the 1 year warranty on the battery. They will have to call a local contractor and purchase another battery. Everything that is being 'demanded" is NOT a warranty item but is a normal maintenance item that they will need to hire a local contractor as we do not go into that territory anymore.I was present when my production manager spoke to her on the phone and told her that none of the situation they were going through is covered by warranty. It is a "payable service call" and that we are booked solid for weeks with the wet weather that we are experiencing. He told her that any contractor can maintain the manufacturer's warranty on the pumps and the service can be completed by any company as well. We know with 100% assurance that the system is installed correctly as it would not have ever worked since day one. Annual service is highly recommended to catch problems before they happen.They also have a copy of the warranty because she quoted in her complaint that any damage done by water is not covered.We called them back when the event was happening and were told they were all set and then we get a complaint. This is nothing more than a attempt to get something for free with statements that are NOT true.As I stated in the beginning of this response, they are in a territory that we do not go into as there are local contractors in that area.

We have met with the customer and determined the exact nature of the items of her concern and have arranged to take care of the items at a time when she is home.  We are confident that she will be 100% satisfied and she will report that these items have been resolved.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

At the start of the job we issue the customers a proposal stating the work to be done and the amount it will take. This is our acting invoice even though it dose not use the language "Invoice" on it. I have developed a written invoice with such language and mailed it out to the customer on 12/8/17,...

after receiving this notice I emailed and mailed out the invoice on 12/19/17. I have attached the newly written invoice that was issued to the complainant. If there is anything else we can do please let us know! We have been trying very hard to get great customer satisfaction.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[redacted] claims the concrete has been removed from our "old" driveway, but it has not.  While not as prevalent, the rather large spill still remains.  As for the several weeks that went by, my husband (the customer) travels for work and followed up with [redacted] at a time that was convenient for him (the customer).   Also, is [redacted] ensuing that because our driveway is "old" that it's okay for his company to spill concrete on and not address it for weeks after being contacted about it?  And does this "old" driveway along with the amount we paid for his services justify being screamed at by his employee, as his employee [redacted] ensued? [redacted] was very quick to collect payment, but once he had the money he didn't care to address the issues cause by his company in a timely manner.  In regards to the warranty, how do we access this warranty info?  We were not provided with any information pertaining to our warranty.  This is just one more example of the terrible customer service provided by [redacted] and his employees.     Regards,
[redacted]