TBS Basement Waterproofing

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

This report is falsified and unjustified, for several reasonsFirstly, it is completely that we have not been in contact with [redacted] We have consistently spoke with her and have returned her calls - our office staff and even the owner himselfNot once has she not received a response from our company [redacted] is a school teacher, and we have tried to work around her schedule, but it is very difficult since she does not want us to come out when she is not home, and on the weekends it is just not possible, due to her South Philadelphia street being way too narrow to accommodate our vehicles properly, and legallyDuring the week there is less traffic, and that is when we were able to complete the job, and that is when we can legally come out, park, and complete the workWe have tried numerous times to figure out a schedule with her, but were never able to get a direct time and date from her, with her telling us multiple times she would call us back with a date and time, and never did, then calling and saying we are not taking care of her, when we are doing everything possible to fix her issues.Secondly, the work she had gotten done on her home carries NO guarantee whatsoeverWe did no waterproofing system with a sump pump (our only product which is lifetime guaranteed), therefore there is no guarantee on any work donePowerwashing and applying Thoroseal to walls does not have a warranty or guarantee of any kind, which [redacted] was fully informed of, but she chose to get that type of work done either wayShe was completely in the know about the lack of guarantee on the work we didDespite all these facts, we still came out to her home, on a few different occasions, to take care of some mishaps which she said were our faultMost of the times, they were not our fault, since there is no guarantee on the work, and the flaking and crumbling was inevitable due to dampness, and since there was no waterproofing system installedThe work carrying no guarantee was not a secret, and was not kept from [redacted] Everyone was on the same pageConsidering the fact we spent money to send our workers, and purchase additional materials, for [redacted] 's home, which we were not obligated whatsoever to do, makes this report completely falsified and just plain unfair.She had spoken directly with the owner, and the owner told her we would come out as soon as we could, despite there being no obligation or necessity to, and politely asked her to be patient, as it is a very slow time with the holiday season, and we were trying our hardest to find funds and availability to send our workers to complete work that is not even guaranteed in the first place [redacted] was in full agreement and was very happy that we are willing to come out, and agreed to wait, and also to figure out a schedule for us to get out there during the weekThen out of nowhere this report hitsSome people, unfortunately, just cannot be happy, no matter how much a company bends over backwards to try and helpWe have appeased [redacted] far, far more than we were obligated to, and would have continued doing so, which we do with all our customers

[redacted] ,We are TERRIBLY sorry for the inconvenienceA few weeks ago there was a serious problem with [redacted] in this area, and our phone system and computer system was down for a little less than a weekThat may have been the time you were trying to contact usWe would never ignore our customers and not honor our warranties [redacted] , please contact our office at the same number, ###-###-####, and we will be glad to set up a service technician to come out there and take care of any and all issues with our waterproofing system and / or sump pump(s).Again, we apologize for the inconvenience, and hope you will contact us to remedy this situation and remove this negative reportThank you so much!

This report by [Member Name] is way, way off base! [Member Name] initially called us out to her home because she was selling her house, and a home inspector told her there was mold and water in the crawlspaceWe came out for a free estimate, and gave her a price of $4,for waterproofing and mold remediation, which was more than fair She told the owner, Don, that she had a price of $2,and that's how much she wanted to spend, and asked if we could do anything for herWe, unfortunately, could not go that low, but we did end up cutting our profit margins completely, and both parties agreed to do the job for $3,500, which was at the threshold for being an actual profit loss for usWe did this because [Member Name] is a senior citizen, and we make sure to go out of our way to take special care of senior citizens, and there are hundreds of seniors that are our customers that can attest to that fact! We were not too keen on doing a job of that caliber for that low of a price, but [Member Name] really needed this work done, and we wanted to help her out, and she even offered to pay the full $3,500, as a deposit, ahead of time, to make sure that we agreed to do the work at that price, so we obliged, as it was a very slow time for business, and we wanted to keep our guys workingWe used that money to pay for all the materials, and the remainder would be enough to cover our workers for a couple days, and that's itEverything was ready to go, and shortly thereafter, [Member Name] called Don and told him she had to postpone the job for days or so, as the original deal on her house went dead, but there was someone else who was interested, and there was another home inspector coming in, from the new buyersSo ok, we waited for her to call us and give us the green lightAbout a week later, Don receives a call from [Member Name], and she tells him, exactly, "Don, I have good news for me, but bad news for you..." She told Don that the new inspector missed the water and mold in the crawlspace, and she is no longer going to do the work, and just sell the house in that condition, since the inspector did not notice anything, and the new buyers have no idea, so she is just going to keep quiet about itKeep in mind, mold can be very hazardous and dangerous, depending on the person, and there was plenty of mold spores in that dark, damp crawlspaceSo, of course, she then wanted her money backWe took [Member Name]'s payment as a deposit on the job, and it states very clearly on our contract (as well as PA contractual laws) that the customer has days to cancel to receive the deposit back in full; this is known as the "day right of rescission." This, however, was going on days already, and by our rights, we did not have to return the money that we already used to buy supplies for [Member Name]'s job Fortunately for her, Don does not operate underhandedly, so he immediately agreed to refund her money, and just take the hit on the materials we purchased specific to her home (and we also told her it is not wise to sell the house under that condition and not disclose it) Don had worked out an agreement with [Member Name] that we would mail her the check, but that she has to please call him before cashing / depositing itShe agreed, and said she is going on vacation, and does not have a problem notifying us before she cashes the checkShortly after, she calls Don, unhappily, and says the check bounced, and she wants her money back right awayDon did not know what she was talking about initially, until he saw she deposited the check while on vacation, without notifying us, as agreed, and simply told us she thought it would just be OK to do so, since she had the check in her hand already She then asked Don if he could not mail her a new check, but deposit the money into a trust fund of hers instead[Member Name] then texted Don all the info for her trust fundDon went to our bank, TD Bank, and sat with Nicole, a personal banker, and handed over to her the exact information that [Member Name] texted over him, for her trust fundThe banker, who had Don's phone in her hand, with every bit of info that [Member Name] sent in a text message, said the money would hit [Member Name]'s account by 5pm that dayA full weeks later, [Member Name] calls us and tells us the money has not yet been deposited, even though we made arrangements, and asked Don to call her financial advisor, Megan, at her trust fund, to work this out, which he did right awayMegan informed him that the info [Member Name] gave him was in fact bad info, and the money went back into our account, and by that time, we had used the money to pay back vendors and suppliers, and pay our workers, not realizing the $3,came back from the bad trust fund info we were given, as most of our bank account transactions are automatically deducted from our accountWe called [Member Name] and informed her that unfortunately we were in the midst of the slowest time of the year thus far, and had to lay some of our workers off, which is why the process was taking slightly longer than anticipatedIt had, however, began to rain and business slowly started to pick back up, and Don called [Member Name] and told her he will be sending her a new check the following business day, and she was very grateful and receptive The very next day, this report hits on [redacted] ***, and the RevDex.comThis was very unfair and unjust of [Member Name], considering all the efforts we made to rectify this situation, and considering we were very obliging to her, despite her cancelling her work after days (after everything was purchased, and far surpassing the day cancellation limit) because she was trying to get over on unsuspecting home buyersWe called her and asked why she filed these reports, and she said she would not be responding to us anymore, and to give her the money back, and then she would take the report downWe told her that we would have no choice but to respond with the truth of what actually happenedAll of the correspondences between Don / TBS Waterproofing and [Member Name] are FULLY documented, and there is proof of everything written here, both verbal and physicalWe worked with her on price, time, etc, and this report is completely unjustifiedShe told us she would take this report down since we agreed to send her a check, but she has not, and then all of a sudden said she will not take anything down until she has the money in her bank[Member Name] will of course get her money back, but she cannot sully our good name and reputation, twist around the truth, and not tell the full story This is exactly what happened

I have spoken to Don W***, the owner of TBS Waterproofing, and we have resolved our issue Please delete my complaint from your files in its entirety Please confirm by reply email that you have nullified my complaint
Regards,
*** ***

We would be happy to compare phone records with *** *** if that is what it takesMultiple office staff, including the owner, have contacted *** *** numerous timesShe is correct in saying the proof is in the phone records, which it isShe has received calls from our office line, from multiple workers' personal cell phones, and from the owners cell phoneWe called her at the only number which she provided usIn any case, as we stated in our previous response, and as we stated MANY times to *** *** directly, we WILL come out and address the issues which are not even covered under any type of guaranteeWe will do this because we hate to leave any of our customers high and dry, and not happy! Are we obligated to fix the constant issues at *** ***'s home? Absolutely not! Not legally, nor contractually are we obligated to do so, which has been made a point, and fully understood, by both parties (both TBS and *** ***)The work done at her home carries NO warranty and NO guaranteeWe knew this and she knew thisDespite the poor complaint, and despite the fact we were unable to get a day and time from *** *** (she is a teacher with a difficult schedule), we have been, and will continue to, trying to address and remedy any and all situations at her home.As she knows and has been told, due to the extremely narrow construction of her South Philadelphia street, our work trucks cannot make it there on a weekend with all the materials and workers necessaryWe have been doing everything we can to get a day and time from her, during the week, to schedule somethingShe has been very adamant about it being only on the weekends, which simply cannot be doneWe are not avoiding coming out there, we simply cannot address the issue properly on the weekends, as the city is very busy, and parking is limited as it is, not to mention on a street that is physically narrower than our work trucks itself!Her last conversation with the owner, before Christmas, was a pleasant one, and she was happy in knowing, after being told, that we would come out after holidays, and take care of the issue, just as soon as she gave us a day and timeShe was in full agreement, and said she would contact the office with said day and time, and the owner informed our staff that whenever she called in with a date, we were to oblige, no matter what, as this has gone on long enough, and we would bend over even more, and try to come out whenever *** *** requested, at this pointThe owner was trying to find a way to get a different vehicle which could carry our workers and all necessary materials and supplies, and was ready to fix her non-guaranteed issues, immediately after the new year*** *** was informed that we would be out post-holidays, and she was quite content with this, and then one day later, she filed this unnecessary and unjustified complaint.It is best if we work this problem out between each other, because the more it escalates towards legality, the worse off *** *** will be, because, as we said many times - NONE OF THE WORK DONE AT *** ***'S HOME CARRIES ANY TYPE OF GUARANTEE OR WARRANTY, WHATSOEVER!! Any work we did at her home after the initial project was complete, was out of pure courtesy and respect, not out of contractual obligationsThis needs to be understoodWe spent our company's time and money, just to keep our customer happyHowever, that is seeming to be impossible, as nothing we do keeps her satisfied with the jobAgain, we will reiterate - WE ARE NOT LEGALLY NOR CONTRACTUALLY OBLIGATED TO DO ANY ADDITIONAL WORK AT *** ***'S HOME, WHICH WAS AGREED UPON BY *** *** HERSELF, AS WELL AS THE OWNERThis seems to be overlooked by *** ***, and these falsified reports are sullying our quality reputation, and it is unnecessary, unjustified, and plain unfair! It is not right that a customer can falsely post a negative complaint for everyone to see, when the nature of the complaint is not trueThis makes us look bad and this the FARTHEST from what we actually areWe have been in business for over decades, and have made it mandatory that our customers be as happy as possible, whether we are making money or losing money, which has been the latter, in this caseYet, we continue to do what we can, and to lose money, just to make sure *** ***'s basement walls are to her liking, which we are not sure at this point if that is even possible from her point of view.If *** *** chooses to pursue this further, then we will act accordingly and within our rightsIf she understands that we have been doing EVERYTHING possible to please her, and will work with us, we will be more than glad to, once again, spend our own time and money, to fix the issues at her home (despite this negative report), and will likely continue doing so in the future, as we want her to be comfortable referring our company to friends and neighborsWe hope to work something out with her immediately after the new year

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Several days following my Revdex.com request, I was able to speak to the owner of TBS Waterproofing, Don W***, after locating him through *** MrW*** spoke to me on the phone and told me the office number was disconnected because he didn't have anyone at the office anymore, there was no mention made of any issue with *** He asked me to text him photos of the afflicted area, and said he would send someone out to take a look at the issue I promptly texted 8-photos of the wet area of my basement After sending the pictures, I made several attempts to contact MrW*** in order to set up an appointment MrW*** did not respond to any of these attempts, and his website and *** page were then disabled, so I had the system repaired by a reputable repair company I found his behavior to be entirely unprofessional The only response I would consider to be appropriate would be financial consideration to mitigate our repair costs
Regards,
*** ***

To Whom It May Concern,The complaint and poor rating on the Revdex.com from Mr. [redacted] is unwarranted. We had agreed on a basement waterproofing job, and during the job, he had asked to take a look outside at a portion of his landscaping, and inquired if we do that type of work. We can handle some minor...

landscaping repairs, so we told Mr. [redacted] that we would take a look. We pulled off one row of pavers and noticed that the whole landscaping job was done wrong originally, and we informed Mr. [redacted] of this, and he asked us if we could fix it. Don, the owner, told him that we could have a landscaping guy that we work with come out and take a look, and give a price on correcting it, and if Mr. [redacted] chose to do the landscaping job (which has nothing to do with our waterproofing work), then we would, as a courtesy, take $1,000 off the project in its entirety, to try and save the [redacted]'s some money.Mr. [redacted] chose not to proceed with the landscaping work, but then started demanding a $1,000 refund, which was not part of the deal. The initial landscaping project which we thought we could tackle (if it was small and minor enough), was purely in good faith, as was the $1,000 discount we offered, had he chosen to get the required landscaping work done. We did not promise him to refund him $1,000 in general, just cause the landscaping work was out of our scope. We are not a landscaping company, and we tried to do our best to do some landscaping work for the [redacted]'s to save them some money. We were not required to do any of it, since we do basement waterproofing, not outside landscaping.Any and all phone calls that came from Mr. [redacted], subsequently, Don had always inquired if there were any basement issues, which there were not. During these calls, Mr. [redacted] kept asking for $1,000 back, even though he was not entitled to it, because, again, that was offered to him as a pure courtesy, since the waterproofing project cost the [redacted]'s some money, and Don tried to salvage some money for them, if possible. The landscaping work was elected to not get done, therefore there was no discount entitled for Mr. [redacted]. Despite all this, Don had kept inquiring from Mr. [redacted] if there was some type of other work he needed done around the house (cleaning, painting, fixing, etc) just so we can make good on everything and keep him happy. He kept declining, and only wanted to get $1,000 back, which he was not entitled to.That is why this report is inaccurate and unjustified, and hopefully everything can be rectified. Thank you.

[redacted],We are TERRIBLY sorry for the inconvenience. A few weeks ago there was a serious problem with [redacted] in this area, and our phone system and computer system was down for a little less than a week. That may have been the time you were trying to contact us. We would never ignore our...

customers and not honor our warranties. [redacted], please contact our office at the same number, ###-###-####, and we will be glad to set up a service technician to come out there and take care of any and all issues with our waterproofing system and / or sump pump(s).Again, we apologize for the inconvenience, and hope you will contact us to remedy this situation and remove this negative report. Thank you so much!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
My phone records for the last 4 months indicate I have received NO incoming calls from TBS Waterproofing or the owner. I have made 10 outgoing calls to the business 1-800 number and the personal cell of Joe E[redacted], owner. This is stated on my phone records. Therefore, they are incorrect and false in stating they have returned my calls. The proof is in the phone records.
Regards,
[redacted]

This report is falsified and unjustified, for several reasons. Firstly, it is completely false that we have not been in contact with [redacted]. We have consistently spoke with her and have returned her calls - our office staff and even the owner himself. Not once has she not received a response...

from our company. [redacted] is a school teacher, and we have tried to work around her schedule, but it is very difficult since she does not want us to come out when she is not home, and on the weekends it is just not possible, due to her South Philadelphia street being way too narrow to accommodate our vehicles properly, and legally. During the week there is less traffic, and that is when we were able to complete the job, and that is when we can legally come out, park, and complete the work. We have tried numerous times to figure out a schedule with her, but were never able to get a direct time and date from her, with her telling us multiple times she would call us back with a date and time, and never did, then calling and saying we are not taking care of her, when we are doing everything possible to fix her issues.Secondly, the work she had gotten done on her home carries NO guarantee whatsoever. We did no waterproofing system with a sump pump (our only product which is lifetime guaranteed), therefore there is no guarantee on any work done. Powerwashing and applying Thoroseal to walls does not have a warranty or guarantee of any kind, which [redacted] was fully informed of, but she chose to get that type of work done either way. She was completely in the know about the lack of guarantee on the work we did. Despite all these facts, we still came out to her home, on a few different occasions, to take care of some mishaps which she said were our fault. Most of the times, they were not our fault, since there is no guarantee on the work, and the flaking and crumbling was inevitable due to dampness, and since there was no waterproofing system installed. The work carrying no guarantee was not a secret, and was not kept from [redacted]. Everyone was on the same page. Considering the fact we spent money to send our workers, and purchase additional materials, for [redacted]'s home, which we were not obligated whatsoever to do, makes this report completely falsified and just plain unfair.She had spoken directly with the owner, and the owner told her we would come out as soon as we could, despite there being no obligation or necessity to, and politely asked her to be patient, as it is a very slow time with the holiday season, and we were trying our hardest to find funds and availability to send our workers to complete work that is not even guaranteed in the first place. [redacted] was in full agreement and was very happy that we are willing to come out, and agreed to wait, and also to figure out a schedule for us to get out there during the week. Then out of nowhere this report hits. Some people, unfortunately, just cannot be happy, no matter how much a company bends over backwards to try and help. We have appeased [redacted] far, far more than we were obligated to, and would have continued doing so, which we do with all our customers...

There still seems to be some confusion here. We have the entire paper trail, from start to finish, of our attempts at refunding the money back, and absolute 100% proof of us trying to put the money in her account, and the info we received was bad. We tried to refund her money numerous times, even though she was not entitled to it, due to the 3 day right of rescission. This was far after the 3 days, but we did not want to dream of keeping her money. We called her and kept her posted all the time, as far as the process. We tried to put her money in her account based on the info she gave us. It is not our fault that the info we received was incorrect info. This is simple, black and white. We were ready to send her money back that day, and the info she gave us was bad. The facts are indisputable. If Ms. Romano would pick up the phone and speak with Don, this would have been resolved immediately, We WILL refund her money, but we need to have some sort of direct communication with her, not just through the Revdex.com. She thinks she is entitled to her money due to our politeness and courtesy, even though, legally, she is NOT entitled to her money. We did not give her a bad check, we asked her to hold the check for a couple days, which she complied to, but rather cashed that check right away, despite our agreement.Despite ALL this, is Ms. Romano entitled to her refund, legally? No. Will she get her FULL refund? YES! We would never dream of keeping her money, in any way, shape, or form. We wanted to end this before, but then these reports hit. We never once told her that we did not owe her a refund, even though most other companies would not refund a penny, but we are not like that, and we are unfortunately slow, and still did try to pay her back, but we received bad information, which we cannot be held accountable for. Most other companies would have been long done with this, simply stating she is not entitled to her money, but that's not what we do here. She said she wanted to hold the price of $3,500 for her job, so she wrote us the check. Don said to her "we are going to cash this check," and she was in agreement. If she wants to take legal action, that is her prerogative. Unfortunately, we will as well have to take legal action, and based on PA contractual laws, she has very little to go with. We do not want to keep her money. We want to give her money back. If she goes legal with this, that may not happen, and that is the last thing we want. If these complaints were not being filed, ruining our reputation, this would have been long resolved. Yes, customers have rights, but business have rights too, and that does not mean the customer can change her mind at will, slander us, and make it out as if we stole her money. That is simply untrue. We also have ALL the text message correspondence between Ms. Romano and Don, and we will cross-check her attachments with the messages we have saved, for validity. On another note, Don has asked Ms. Romano about 5 different times if they could meet in person so he could give her the money directly, and she would continue refusing, and wanted the check mailed to her no matter what. And that would have been done, had these reports not surfaced in the midst of Don trying to work everything possible out with Ms. Romano. There have been countless assurances of her received her full refund. Don had even offered her free work to any part of her home, as yet another courtesy to her, to keep her aware that were NOT trying to keep her money.In any case, going legal with this will not be the most prudent effort for Ms. Romano. We would much rather actually refund her money, then have a legal authority tell her she is not entitled to her money. All we want is to refund her money, after she takes down these falsified reports...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This report by [Member Name] is way, way off base! [Member Name]
initially called us out to her home because she was selling her house,
and a home inspector told her there was mold and water in the
crawlspace. We came out for a free estimate, and gave her a price of
$4,500 for waterproofing...

and mold remediation, which was more than fair.
She told the owner, Don, that she had a price of $2,500 and that's how
much she wanted to spend, and asked if we could do anything for her. We,
unfortunately, could not go that low, but we did end up cutting our
profit margins completely, and both parties agreed to do the job for
$3,500, which was at the threshold for being an actual profit loss for
us. We did this because [Member Name] is a senior citizen, and we make
sure to go out of our way to take special care of senior citizens, and
there are hundreds of seniors that are our customers that can attest to
that fact! We were not too keen on doing a job of that caliber for that
low of a price, but [Member Name] really needed this work done, and we
wanted to help her out, and she even offered to pay the full $3,500, as a
deposit, ahead of time, to make sure that we agreed to do the work at
that price, so we obliged, as it was a very slow time for business, and
we wanted to keep our guys working. We used that money to pay for all
the materials, and the remainder would be enough to cover our workers
for a couple days, and that's it. Everything was ready to go, and
shortly thereafter, [Member Name] called Don and told him she had to
postpone the job for 10 days or so, as the original deal on her house
went dead, but there was someone else who was interested, and there was
another home inspector coming in, from the new buyers. So ok, we waited
for her to call us and give us the green light... About a week
later, Don receives a call from [Member Name], and she tells him,
exactly, "Don, I have good news for me, but bad news for you..." She
told Don that the new inspector missed the water and mold in the
crawlspace, and she is no longer going to do the work, and just sell the
house in that condition, since the inspector did not notice anything,
and the new buyers have no idea, so she is just going to keep quiet
about it. Keep in mind, mold can be very hazardous and dangerous,
depending on the person, and there was plenty of mold spores in that
dark, damp crawlspace. So, of course, she then wanted her money back. We
took [Member Name]'s payment as a deposit on the job, and it states
very clearly on our contract (as well as PA contractual laws) that the
customer has 3 days to cancel to receive the deposit back in full; this
is known as the "3 day right of rescission." This, however, was going on
10 days already, and by our rights, we did not have to return the money
that we already used to buy supplies for [Member Name]'s job.
Fortunately for her, Don does not operate underhandedly, so he
immediately agreed to refund her money, and just take the hit on the
materials we purchased specific to her home (and we also told her it is
not wise to sell the house under that condition and not disclose it).
Don had worked out an agreement with [Member Name] that we would mail
her the check, but that she has to please call him before cashing /
depositing it. She agreed, and said she is going on vacation, and does
not have a problem notifying us before she cashes the check. Shortly
after, she calls Don, unhappily, and says the check bounced, and she
wants her money back right away. Don did not know what she was talking
about initially, until he saw she deposited the check while on vacation,
without notifying us, as agreed, and simply told us she thought it
would just be OK to do so, since she had the check in her hand already.
She then asked Don if he could not mail her a new check, but deposit the
money into a trust fund of hers instead. [Member Name] then texted Don
all the info for her trust fund. Don went to our bank, TD Bank, and sat
with Nicole, a personal banker, and handed over to her the exact
information that [Member Name] texted over him, for her trust fund. The
banker, who had Don's phone in her hand, with every bit of info that
[Member Name] sent in a text message, said the money would hit [Member
Name]'s account by 5pm that day. A full 2 weeks later, [Member
Name] calls us and tells us the money has not yet been deposited, even
though we made arrangements, and asked Don to call her financial
advisor, Megan, at her trust fund, to work this out, which he did right
away. Megan informed him that the info [Member Name] gave him was in
fact bad info, and the money went back into our account, and by that
time, we had used the money to pay back vendors and suppliers, and pay
our workers, not realizing the $3,500 came back from the bad trust fund
info we were given, as most of our bank account transactions are
automatically deducted from our account. We called [Member Name] and
informed her that unfortunately we were in the midst of the slowest time
of the year thus far, and had to lay some of our workers off, which is
why the process was taking slightly longer than anticipated. It had,
however, began to rain and business slowly started to pick back up, and
Don called [Member Name] and told her he will be sending her a new check
the following business day, and she was very grateful and receptive.
The very next day, this report hits on [redacted], and the RevDex.com. This was very unfair and unjust of [Member Name],
considering all the efforts we made to rectify this situation, and
considering we were very obliging to her, despite her cancelling her
work after 10 days (after everything was purchased, and far surpassing
the 3 day cancellation limit) because she was trying to get over on
unsuspecting home buyers. We called her and asked why she filed these
reports, and she said she would not be responding to us anymore, and to
give her the money back, and then she would take the report down. We
told her that we would have no choice but to respond with the truth of
what actually happened. All of the correspondences between Don / TBS
Waterproofing and [Member Name] are FULLY documented, and there is proof
of everything written here, both verbal and physical. We worked with
her on price, time, etc, and this report is completely unjustified. She
told us she would take this report down since we agreed to send her a
check, but she has not, and then all of a sudden said she will not take
anything down until she has the money in her bank. [Member Name]
will of course get her money back, but she cannot sully our good name
and reputation, twist around the truth, and not tell the full story.
This is exactly what happened...

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1.  I never offered to pay the full $3,500 when he gave me the estimate.  He insisted I pay it in order to get the $3,500 price in the event I needed the work done.  He told me he planned to cash my check that day but would refund my money immediately if I did not need the work done.2.  I called him after I received the second offer on my house which was after I declined the first offer.  He said I called after the first offer and that the job was scheduled and ready to go when I postponed it for 10 days as my original deal on the house fell through.  These are lies.3.  He said that Meghan (the person that handles my brokerage account) told him that I gave him incorrect instructions in order to transfer half of the money to my brokerage account.   This is a lie.  Meghan texted me those instructions herself which I then texted to him.4.  On August 27th, I spoke with Don by phone and he said his business was slow and he asked if he could give me half the money that week and half the following Friday.  I agreed.  At that time he admitted to sending me the bad check and apologized.5.  I texted him on 10/22/14 that if I didn't receive my refund by the end of that month that I would go to my attorney and the Revdex.com.  When I didn't hear from him or receive my check by November 6th, I filed my complaint with you.  He texted and called me on 11/7/14 that he had money for me.   He said he'd send a check for the full amont on Monday, Nov.10th.  He's lying when he says I knew he was going to send me my money and then I filed the complaint.  He has the dates reversed.  I filed on 11/6/14 and he called me on 11/7/14.   Even though he lied to me numerous times before, I would have prpbably held off filing the complaint if I knew he was sending me money.   I didn't want to file this, but I have been trying to get my money back since mid July.6.  He said I told him I would take the complaint down since he was sending me money and then I didn't do it.  This is a lie.  He texted me on 11/11/14 asking me to rescind my complaints before he sent his response.  I texted him that I couldn't take the complaints off without first getting my money.  At that time I asked him not to text me anymore.As of this writing, I still have not received my refund.  I have downloaded and scanned my text messages with him from July 27th thru November 11th and attached them for your review. Please read them and you'll see what I've been going through. The phone number shown is Mr. W[redacted]'s cell phone.  These show the exact dates and times of all texts.  I have these saved on my iPhone and on my computer.  The only thing I did wrong here was trust this man and give him my check, which was stupid.  I'm sorry I ever met the man.  The bottom line is he gave me an estimate and took my money on May 30th.  He's never done any work for me and I no longer even own the house.   He owes me $3500.  I know alot of this is my word against his, but the texts are real and they show that he knew he owed me the money -- in fact, in one text he thanked me for my patience.  I hope you can resolve this for me.  If not, I will have to take legal action and I certainly don't need that additional expense.  Thank you.  
Regards,
[redacted]

Review: I sold my house on July 31, 2014. I had two offers. The home inspection from the first potential buyer showed an issue in my basement crawl space. That offer fell through and I received a second offer shortly thereafter. The new potential buyer decided to have his own inspection done. I got some estimates on waterproofing that area in the event the new inspection showed the same issue. The last estimate was from Don W[redacted], the owner and operator of TBS Basement Waterproofing located at [redacted], PA [redacted]. The office phone number is ###-###-####. He was referred by a co-worker and rated an A on [redacted] at that time. Don came to my home on June 30, 2014. I explained about the home inspection and made it very clear that this was just an estimate as I didn’t know if I’d have the work done. He estimated the job at $3,500. He told me that price was only good if I gave him a $3,500 check that day. He said he intended to cash my check, but if I didn’t need the work done, he would send me a refund check immediately. I gave him the check and he gave me an estimate showing a price of $3,500 and a deposit of same. He cashed my check that day. I called Don on or about 7/11/14 and told him I didn’t need the work done. He said he’d mail me a check right away. He sent me a check dated 7/29/14 for $3,500 that I deposited on 8/8/14; however, it was returned for insufficient funds on 8/13/14 and my bank charged me $12. He then had his bank try to transfer half of the money he owed me to an account of mine but for some unknown reason, the money never reached my account and was returned to Don. As of this writing, I have yet to receive my money. I have been in contact with Don at least weekly by either cell phone or text and he has done nothing but lie to me and make excuses. Mr. W[redacted] has had my money for over four months…for work I never had done at a home I have since sold. He owes me $3,512. I am retired senior citizen and I need that money now. .Desired Settlement: This business did no work for me and has had my money for over 4 months. I need a full refund immediately

Business

Response:

This report by [Member Name] is way, way off base! [Member Name]

initially called us out to her home because she was selling her house,

and a home inspector told her there was mold and water in the

crawlspace. We came out for a free estimate, and gave her a price of

$4,500 for waterproofing and mold remediation, which was more than fair.

She told the owner, Don, that she had a price of $2,500 and that's how

much she wanted to spend, and asked if we could do anything for her. We,

unfortunately, could not go that low, but we did end up cutting our

profit margins completely, and both parties agreed to do the job for

$3,500, which was at the threshold for being an actual profit loss for

us. We did this because [Member Name] is a senior citizen, and we make

sure to go out of our way to take special care of senior citizens, and

there are hundreds of seniors that are our customers that can attest to

that fact! We were not too keen on doing a job of that caliber for that

low of a price, but [Member Name] really needed this work done, and we

wanted to help her out, and she even offered to pay the full $3,500, as a

deposit, ahead of time, to make sure that we agreed to do the work at

that price, so we obliged, as it was a very slow time for business, and

we wanted to keep our guys working. We used that money to pay for all

the materials, and the remainder would be enough to cover our workers

for a couple days, and that's it. Everything was ready to go, and

shortly thereafter, [Member Name] called Don and told him she had to

postpone the job for 10 days or so, as the original deal on her house

went dead, but there was someone else who was interested, and there was

another home inspector coming in, from the new buyers. So ok, we waited

for her to call us and give us the green light... About a week

later, Don receives a call from [Member Name], and she tells him,

exactly, "Don, I have good news for me, but bad news for you..." She

told Don that the new inspector missed the water and mold in the

crawlspace, and she is no longer going to do the work, and just sell the

house in that condition, since the inspector did not notice anything,

and the new buyers have no idea, so she is just going to keep quiet

about it. Keep in mind, mold can be very hazardous and dangerous,

depending on the person, and there was plenty of mold spores in that

dark, damp crawlspace. So, of course, she then wanted her money back. We

took [Member Name]'s payment as a deposit on the job, and it states

very clearly on our contract (as well as PA contractual laws) that the

customer has 3 days to cancel to receive the deposit back in full; this

is known as the "3 day right of rescission." This, however, was going on

10 days already, and by our rights, we did not have to return the money

that we already used to buy supplies for [Member Name]'s job.

Fortunately for her, Don does not operate underhandedly, so he

immediately agreed to refund her money, and just take the hit on the

materials we purchased specific to her home (and we also told her it is

not wise to sell the house under that condition and not disclose it).

Don had worked out an agreement with [Member Name] that we would mail

her the check, but that she has to please call him before cashing /

depositing it. She agreed, and said she is going on vacation, and does

not have a problem notifying us before she cashes the check. Shortly

after, she calls Don, unhappily, and says the check bounced, and she

wants her money back right away. Don did not know what she was talking

about initially, until he saw she deposited the check while on vacation,

without notifying us, as agreed, and simply told us she thought it

would just be OK to do so, since she had the check in her hand already.

She then asked Don if he could not mail her a new check, but deposit the

money into a trust fund of hers instead. [Member Name] then texted Don

all the info for her trust fund. Don went to our bank, TD Bank, and sat

with Nicole, a personal banker, and handed over to her the exact

information that [Member Name] texted over him, for her trust fund. The

banker, who had Don's phone in her hand, with every bit of info that

[Member Name] sent in a text message, said the money would hit [Member

Name]'s account by 5pm that day. A full 2 weeks later, [Member

Name] calls us and tells us the money has not yet been deposited, even

though we made arrangements, and asked Don to call her financial

advisor, Megan, at her trust fund, to work this out, which he did right

away. Megan informed him that the info [Member Name] gave him was in

fact bad info, and the money went back into our account, and by that

time, we had used the money to pay back vendors and suppliers, and pay

our workers, not realizing the $3,500 came back from the bad trust fund

info we were given, as most of our bank account transactions are

automatically deducted from our account. We called [Member Name] and

informed her that unfortunately we were in the midst of the slowest time

of the year thus far, and had to lay some of our workers off, which is

why the process was taking slightly longer than anticipated. It had,

however, began to rain and business slowly started to pick back up, and

Don called [Member Name] and told her he will be sending her a new check

the following business day, and she was very grateful and receptive.

The very next day, this report hits on [redacted], and the RevDex.com. This was very unfair and unjust of [Member Name],

considering all the efforts we made to rectify this situation, and

considering we were very obliging to her, despite her cancelling her

work after 10 days (after everything was purchased, and far surpassing

the 3 day cancellation limit) because she was trying to get over on

unsuspecting home buyers. We called her and asked why she filed these

reports, and she said she would not be responding to us anymore, and to

give her the money back, and then she would take the report down. We

told her that we would have no choice but to respond with the truth of

what actually happened. All of the correspondences between Don / TBS

Waterproofing and [Member Name] are FULLY documented, and there is proof

of everything written here, both verbal and physical. We worked with

her on price, time, etc, and this report is completely unjustified. She

told us she would take this report down since we agreed to send her a

check, but she has not, and then all of a sudden said she will not take

anything down until she has the money in her bank. [Member Name]

will of course get her money back, but she cannot sully our good name

and reputation, twist around the truth, and not tell the full story.

This is exactly what happened...

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:1. I never offered to pay the full $3,500 when he gave me the estimate. He insisted I pay it in order to get the $3,500 price in the event I needed the work done. He told me he planned to cash my check that day but would refund my money immediately if I did not need the work done.

Review: We had our Basement "waterproofed" by TBS waterproofingEvery time I call I get [redacted] will call you back and he never doesI call back only to be treated nasty and then told sometime next week....while I am in a flooded basementThe bawater pumps run with the regular pumps meaning pumps pumping out one small pipe and it is not workingRight now I have one pump not working and neither is it's back upI was asked to leave my house open while I am not home so they could fix something once, this is NOT acceptableI paid never to flood in my basement and this is NOT the case!! The owner came out and said OH my god you are flooding then said he would get back to us and never didI called the office days ago and I was told Donny knows.??? What does this mean to me~ how about setting up an appointment asap to resolve all the issue and be done with it??? It must be done when I or my husband is homeI need this resolved once and for all!!! Today I called the owners cell phone and office and both sent me to a automated voicemail, which I have not gotten beforeI am so Angry .....I am a flood victim that has been taken advantage of .....lf they only knew what I have been through and showed compassion, this would have been fixed a long time agoAs it is going to rain a lot~I need this fixed ASAPFinish the Job properly so that we don't flood as was told to me by TBS that I would never flood again!
Business
Response:
To Whom It May Concern,
Numerous TBS employees, including the owner, [redacted], spoke to [redacted] the day before this complaint was filed, and they had a very nice conversation, and she even stated how happy she was that we are going to rectify this issueWe then get hit with this complaint the following dayIt is not justified, as we have been out to the [redacted] residence at various hours of the day that we normally do not operateWe worked around their schedule, as best as possibleThe most recent incident, we ordered for [redacted] sump pumps (1/2HP) which are more powerful than the industry standard, and we are changing all of her discharge pipes inside to allow for better flow of waterThis is all being done at no additional cost, of courseWe truly do not understand where this letter came from, as there is not one person in our office that has ever been nasty to ANY customer we have, new or residualWe are not sure why she is claiming someone at our office was nasty to herThe only thing that may resemble this from [redacted]'s point of view, is the fact their schedules are very whacky, and sometimes we can not accommodate their specific schedule, as we have many other clients to adhere toWe always do our best to move things around and push things back, SPECIFICALLY for the [redacted]'s, because we are aware they have had incidents, and we have done nothing but try and help them and mould to their schedule as best we canUnfortunately, we cannot always drop everything on a whim and go out to their home immediatelyThey have been made a priority, even over new customers, more than a few timesWe believe this letter is unwarrantedWe understand that the [redacted]'s are upset, but have been very receiving of our promises to correct this situation, as they know we always have and always willWe are continuing to do everything we can, as fast as we can, to get this rectifiedThe [redacted]'s know this, and have acknowledged this, and have told the owner numerous times that they are appreciative of his effortsThey are getting many things installed and fixed, free of charge, regardless if it is an issue with our work or notWe treat all of our customers the same way - with integrity and honestyWe do believe this will be rectified fully and the [redacted]'s will be very happy with us, as they usually are
Thank you
TBS Basement Waterproofing