The Basement Guys

We will continue to make every attempt to help Ms [redacted] manage her water problem She is correct we have been out there on several occasions and the amount of water intrusion has been overwhelming any attempt of ours to keep it dry I will make contact with Ms [redacted] and set a time to continue our efforts to get things figured out I do understand her frustration but this particular case is not an ordinary situation with the amount of water and it may take some additional work to get it under control but we will make every effort to make it correct under our warranty standards We will be calling to set up a system maintenance call and be out within 7-business days to complete to additional work which will include a stronger pump.Thank you for your patience

I feel this complaint was filed prematurely and our recollection of the timeline and our time of response is a little different Our initial contact with Mrs [redacted] was in response to servicing the waterproofing we had installed in her basement There was some difficulties in communication on both ends attempting to get a service call scheduled Once I was able to speak with her I offered several days and times we could come that same week of our conversation At that point in time she narrowed the days down to day for her availability and that was on a Monday I explained to her that the following Monday would not be feasible and would do what I could to free up a crew on a Monday in the future I then ask her what time would be best if we could get the service crew there on a Monday Over several days I continued to monitor the schedule to see if I could forecast a Monday that would be best We didn't show up on that following Monday and she proceeded to file this complaint The original conversation was based on tenuous dates and times and I understand her perception may have been different However, we have performed the service call and have had no further issues so I hope this is resolved and we will be happy to address any needs Mrs [redacted] has in the future [redacted] The Basement Guys [redacted]

The [redacted] s project was installed to the specification that they requestedOur inspectors may have made suggestions for extras at the time of the first appointment, but it would have been the [redacted] s that would have chosen whether we preformed the services for themAs a company we always recommend extra sump pumps for larger homes, like the [redacted] sWe also always recommend the downspouts are addressed alsoThe [redacted] s did not contract us to preform any of the above services and that is why there was a new contract signed for the additional work years laterThe issue was an existing one that required us to re-route the downspouts so they were no longer flowing into an overloaded septic tank We can not warrant work that we did not initially preform and that is why we did not preform the disputed work for freeHowever, we did preform the work at our cost in an attempt to maintain our reputation of high customer satisfaction The issue with the downspouts is what caused the water to be in the basement, not our system malfunctioningThis is yet another reason for the additional contractThe Basment Guys feel that we have fulfilled our contracts and have been more than fair by offering the [redacted] s a $7000+ discount of the most recent work we installedAs always we will stand behind the work we do and will continue to offer the [redacted] s a Lifetime warranty

We would be happy to correct the issue regarding the CC payments We will contact Jared and make the necessary adjustments As far as the timeline is concerned there are always hurdles to jump when completing a process such as finishing a basement no matter how big or small This particular project was particularly problematic but it was and never is purposeful The waiting game for permits and inspections is sometimes unavoidable The basement finishing is covered under a year workmanship warranty so if there are any items not "complete" we would be happy to address that as well I hope we can bring this to a quick resolution

Contact Us Form -Complaint Question ) Mon, 02/27/11:am Revdex.com OF CENTRAL OHIO CONTACT US Name: [redacted] Email: [redacted] Subject: Complaint Question Message: I made a complaint/dispute against the company "The Basement Guys" recently and I need to rescind thatAfter finally getting hold of a different person in the company I found out that the local office of that company had been closed for several yearsAfter providing them with the proper documentation they have renewed the warranty and will be transferring itSend Me a Copy: Yes Submitted: 2/27/11:AM ]

We accept the business's proposed resolution to have our situation addressed under warranty within daysOur warranty stipulates a lifetime guarantee of no inward movement of the walls at the point of repair so we would expect to receive a full refund for the failed service by The Basement Guys OR an alternative solution that resolves this problem at no cost to usWe will not accept a resolution that involves additional cost to usThank youPlease have Tim call my cell phone at ###-###-#### or email me at [redacted] to schedule a time for resolution[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution can be closed Mr [redacted] 's responses is not satisfactory to me because this company is not customer friendly, will not work with the customer, don't show up for appointments, don't call the customer in advance of a no show and Mr [redacted] will pass the work off to his other employees so he does not have to deal with any other complaints Close complaint ID [redacted] , till the next time I file a complaint about this company.Regards, [redacted] [redacted]

We are very sorry the homeowner feels this wayWhen Mrs [redacted] ’s trepidations were shared with us, we went above and beyond to meet her verbalized expectations, as well as spared no expense fixing any additional consternations Mr& Mrs [redacted] expressed to usAll obligatory inspections were thoroughly performed and approved by the county of Delaware The punch list was completed and signed by the homeowners, ensuring their satisfactionMr [redacted] requested we move an electrical outlet after the punch list was signed, and we promptly obligedAfter that task was finished, Mrs [redacted] requested we paint the existing stringers that were original to the homeAt that point, the homeowners already had brand new carpeting installedWe expressed our concern that if we were to paint the stringers at that point in time, there was a chance we could get paint on the carpetMr& Mrs [redacted] have an outstanding balance of $due to us, and we offered to let them use that money to hire a professional painter to complete that specific task instead, for we did not feel comfortable in doing so in fear we would ruin their new carpetUpon this offering, Mrs [redacted] refused and became irateWe do not claim to do everything right the first time, but when we make mistakes we do everything we possibly can to make it right

Over the past several years we have continued this discussion about the purpose of crawlspace encapsulation and how that is different from waterproofing a crawlspace. The ***'s chose to have their crawlspace encapsulated and that warranty does not say anything about making their crawlspace
waterproof. The warranty is a "year warranty on rips, tears, dry rot, and decay. The Basement Guys will replace or repair for no charge". It is imperative to note that we have made multiple attempts to correct the damage to the encapsulation even though we don't cover water damage because it is simply not made and installed to handle flooding conditions. We have made continual offers in the past to come in and install a drain system and we would absorb the price of the encapsulation into the fix and that was denied. I have made several concessions recently including installing a sump system at no cost in order to help them get their water problem under control so we might be able to continue repairing damage that we aren't even liable for. Encapsulation has never been the answer to a wet crawlspace and we don't sell or market it as the answer to a flooding crawlspace. We feel the characterization and perception of our company laid out in this complaint is inaccurate and our reputation speaks for itself. We work hard to work through difficult situations but at some point have to make decisions in order to maintain the integrity of our company and the different warranties we offer

I received the $Check from Luke S*** and I returned sump pump that failed back to Luke. One of the other action items for Luke is that he would check the downspout in question (along the ***/***) side of the house. I haven't received notification that this occurred when he came to the house. The verbiage on contract "other:" states be sure to vent to the curb". At it stands I do not see where the downspout is vented to curb and where the water is draining I see no drain hole on the street outside of the house Luke will need to respond to this

I sent the following to your email address( ***@centralohioRevdex.com.org)
after our conversation, however, I received an error saying your server failed to receive. I am not sure if you received the information below, however this is what I sent to you on August 6th after our conversation :Just to correct the date in Complaint #***, filed on
6/24/2015, the date of the sump pump failure in question, prior to the
complaint, occurred on June 17, (not Feb). The Basement guys came
out on Friday June 19, (not Feb) and replaced the sump pump (1/
HP), with a 1/HP sump pump for the 4-5th time since they did the $7K
work in . The basis of the complaint was that despite the
continual replacement of sump pumps over the last years and the
failure on 6/19/2015, they refuse to acknowledge that their solution in
was not the right solution, and will not work. A new situation The
Basement Guys are not currently aware of that occurred after I filed
this complaint on 6/24/2015, is that the 1/HP Blue Angel Sump Pump
that they installed on 6/19/failed weeks later on July 4th
and I had to go out and purchase and install a new pump. Also with this
failure I had no backup options as they removed my backup when they
replaced the pump on 6/19. *The response from The Basement Guys
to the 6/24/complaint was that they would come out take a look and
replace it with a stronger sump pump. Not only have they not
addressed, but it has been obvious for quite some time that an
overworked sump pump of any HP is going to fail. The stronger sump
pump theory failed before contracting with The Basement Guys. I am
perplexed as to why they believe a stronger sump pump is the solution
now as opposed to the $7K recommendation and job they performed in
to fix the problem.Thanks-------------------------------------As far as a written documentation of their work this was 1/years ago and I am not sure that I ever received any detailed documentation from them. What they sent to me after the work was a lifetime warranty certificate of their work which I have in my possession. I would need to get the work permit pulled from the City of Pickerington and not sure if this contained the details and how long this would take to receive. I assume The Basement Guys would have any documentation as well

I am rejecting this response because: We do not live at the *** *** home it is under renovationThe company knows we do not live at the home because, as mentioned they have done paperwork with our bank for a renovation loan projectI have been to the property on Monday, June 15, and there was no checkIf it was sent two weeks ago we should have been received the checkI will look again on Friday and let you know if it made it by thenPlease do take this complaint as unappreciative for jumping through multiple hoops for the banks requirements to use you as our company to do the jobAs the customer we have nothing to do with the banks regulationsIf your company broke protocol for us we appreciate itNevertheless, if you were not paid for the job you will have a complaintIf you called multiple times month after month to leave over a dozen of voice mails, multiple emails, and conversation with one lady who tries to help with no resolve you will have a complaint with us regardless of the amountIt was not as if we didn't try to get assistance, feedback, or an updateNo one from your company called us to let us know it's been resolved, check is on the way, is this the correct address to send itThat communication never happened so, as your customer despite the work you put in to get the job if we overpaid we tried to call, email, etc with no results What would have been our next step? Tim did tell us he sent it to accounting so we can be paid and that was allWe received that bit of information after the dozen of phone calls were made with no responseIt took a month and a half to get that informationAs far as communication, we done all we could reasonably do, within our powerTherefore, we asked for help from Revdex.com to resolve the issueIf the check is not there we would like the company to stop payment on that check sentSend us a new check to our primary home with a comfirmation number attached so we can track itI will be able to tell you tomorrow afternoon if the check is at *** ***.
Regards,
*** ***

The response to Mr and Mrs *** complaint has been delayed because I felt the issue had been resolved The ***eline that Mr *** laid out is accurate for the most part but I do not agree that it was a purposeful avoidance We are a business and have to evaluate each and every
situation before we return a substantial refund We had no records of a cancellation and sent a crew out to the jobsite in which they were not turned away, but were told they only needed some of the work that was contracted to be done After a thorough review we decided to return the amount in full to bring this to a resolution and proceeded to mail the check to the address in which they don't live anymore We were not aware until after the check was sent, so at that time I offered to personally drive the check to them, which I felt was good customer service, not avoidance I understand Mrand Mrs*** frustration because of the timeline but in no way did we attempt to avoid returning any money owed to them I think our track record speaks for itself and we have a 98% customer satisfaction rate so when these situations occur its not because of dishonesty or attempts to avoid a customer That's not how we operate There were or variables that prolonged the refund, but at the end of the day all money was returned and the work that was performed was professionally completed Once again, the timeline was unacceptable and I understand their frustration We continue to learn from every job we do and will take this experience into account moving forward.Thank You***

Contact Us Form -Complaint Question [email protected] ([email protected]) Mon, 02/27/11:am Revdex.com OF CENTRAL OHIO
CONTACT US Name: *** *** Email: *** Subject: Complaint Question Message: I made a complaint/dispute against the company "The Basement Guys" recently and I need to rescind thatAfter finally getting hold of a different person in the company I found out that the local office of that company had been closed for several yearsAfter providing them with the proper documentation they have renewed the warranty and will be transferring itSend Me a Copy: Yes Submitted: 2/27/11:AM ]

Considering we never had a water free basement in the 1/years with the Basement Guys and over the years they wouldn't take my phone calls to the point I would have to go through the accounting dept.
Larry installed the pipe out of our wall and said it was temporary No we did not want a forty foot pipe spewing water out of our house We now have a small pond (growing) in the front yard When they first checked our down spouts they said they were fine The first inspection it was advised to add on a additional sump hole also which was ignored until this year
When we were told almost four years ago we would have a water free basement we believed them Never expecting to have water again But we didSeveral timesWe are not sure we are water free yet We feel they have experimented at our cost to try to see what will work since they were wrong at the onset
In the mean while we have had to purchase a new dehumidifyer, have the hot water heater fixed by a plumber on Christmas ($) eve, many, many items ruined due to water
Then Luke wants to get snippy when I try to express our frustration that we just want his company to water proof our basement like they initially promised almost four years ago I would have thought because we never had a water free basement - inches in Decof they would have done all they could at their cost to fulfill their contract to keep their good standing and name
But to charge us extra money because they could not fix the problem they did not forsee
I hope they honor the life time warranty because we are not sure this problem is solved and we do not believe a company should ask for more money when they never fixed the problem to begin with
Tracy & Denny ***

The salesperson was told our issue of water being held under our house and assured us that the encapsulation would be the solutionHe even said, "You will be able to use under the house as storage, that is how dry it will be." You mention that waterproofing is different however your salesperson sold us the encapsulation as the solution to our issueHe said waterproofing was used in basements not crawl spacesYour company holds the responsibility to provide the right product to each customerAdditionally, we were instructed that the proper procedure would be to remove all insulation under the house prior to insulation of encapsulation because that was not needed and the proper procedure for encapsulationThis is not the case after further researchAdditionally, during insulation your insulators kicked out and bent up all vents around our houseWe were told this would be fixed and has not been eitherFurther damage was done to under the house when ventilation system was installedThe manager, Tim, came to our house in May when we were having major issues and told us that the encapsulation was NOT installed correctly and that he would also fix the vents when they redid the encapsulationThis has not been completed as we were promisedIf you had no intention of redoing under the house due to the error on your companies part then why are there materials under the house that have been dropped off for the encapsulation to be redone once water dried up from where the tape did not hold the seams and leaked under our house? You mention installing a second sump pump however since that was done we have not even had the courtesy of getting a return call the multitude of times we have contacted the company and left a message requesting a call backWe even left a message to have the owner call and no responseNo one has been back out to check on the second sump pump or the status of our jobWe have voice messages that state you would fix the issue that was caused by the improper installation of the encapsulation and have seen no actionWhen the sump pump was installed further damage to our encapsulation was doneThere is a giant hole in the encapsulation that needs to be repairedWe paid over to fix the water under the house issue and your response is that what you sold us is not ever going to fix it? And in the process of installing a product you are now saying should never have been sold to us in the first place you caused further damage to our homeFor the last weeks we have called to speak to someone and no one from your company will even speak to us since we have been told you would redo the encapsulationIf you had no intention of doing that, I do not understand why you had two crews stop out and bring materials, then have to leave because it was too wet? When we were told that the encapsulation would be redone we believed you would stand behind your wordThat has not been the case eitherYou speak of your reputation; however, you have complaints filed with the Revdex.com and on your Facebook page there is a multitude of complaintsOur warranty does state rips, tears, ectand the tape you installed is not even holding the pieces of encapsulation together properly; yet, that has not been fixed eitherWe can not even get you to fix the issues that we are havingWe did not ask for anything we did not pay for, you told us due to the fact that your company did not properly install the encapsulation that you would redo itWe expect that do be done! Both crews that came to our house since May affirmed that the under our house was not properly installedWe are asking that you re-encapsulate under our home properly, the way it should have been done in the first place or refund our money so that we can use a company that actually cares about the quality of their work as well as returning customers calls and backing up their workUnder our house is a mess and is not done correctlyYou sold us a product that we were told would be guaranteed for years and years into it we can't even get a hold of someone from your company to address our issuesYou have not gone above and beyond as you are trying to state, you have not even completed what we paid for in a manner that meets the standards one should expect from a company that has been in business for several years and claims to know the businessYou have not even finished what you promised in May would be done before the end of June, and know you will not even return a phone call and take care of the issues your company has causeWe do not accept your response to the complaint and your uncaring, poor attempt at trying to justify your poor quality of work performed on our home
Regards,
*** ***

I am rejecting this response because:You keep stating that you have attempted to repair the damage that was done; however, that is not the caseWe have attempted to get you guys to come out multiple times to complete the repair since being told your company would fix the issue and can not even get a return phone call at this point In fact the last "attempt" at repairing has cut a huge hole in our encapsulation that was not even attempted to be fixed afterwards because that was the last time we saw you guysThis has caused further dampness to enter our home and has added to the problem rather than aided the problemThe warranty clearly states that holes, rips, tears, ect will be fixed and coveredWe can not even get you to return our phone calls! You brought some product and material out to re-encapsulate weeks ago, due to the fact that you stated it was not done correctly and the correct tape was not utilized and therefore needed to be replaced with better quality materialIf you had no intention on repairing why did your company do this? If encapsulation was not the solution, why was it originally sold to us and then told that redoing it would solve the issue? The salesperson came to the house, assessed the situation, and holds the responsibility to sell a product that would work! Why would be pay over for a product that would not solve the issue we were having? We would not haveYour company represented encapsulation as the sure solution. We were told the entire under the house would be redone when this issue was addressed in May; yet, that has yet to be done. After dropping off some product you will not even respond to calls placed to your companyWe have tried to contact the owner and have not received a return call after several attemptsWe have phone voicemails from the manager we were dealing with that state you would repair our situation under the house and now you are going back on your word and keep stating that it can not be repaired and that the product YOUR COMPANY sold us should never have been sold to usThe salesperson Justin, whom represents your company, sold us the encapsulation and assured us that it would be a solution to the water under our houseIf you are now saying that that is not the case, your company falsely sold a product to us and you should refund the entire amount we paidOur neighbor has encapsulation and has zero water issues under their homeThey used another company, whom correctly installed the product apparentlyWe were also told to remove the insulation and that the encapsulation would serve as our insulationThis is another sales tactic that has surfaced. You offered to "water-proof" under our home after failing to follow through with your word to re-encapsulate, for an additional 7,000+ dollars, which we did declineWhy would we pay your company additional money when what we have paid for was falsely sold to us and not installed correctlyYour actions have clearly showed you have no interest in fixing the issue, honoring your warranty, selling products that are appropriate and represented correctly, or returning phone callsWe have the paper that Justin asked us about water below our house and noted that it was puddling and molding was occurringBased on our responses, he sold us the encapsulation; therefore, your company should not be able to now state that the product will not work under our home and therefore you are no longer going to deal with us unless we purchase an additional product that you want to sell to us now for twice the amountWe would like you to refund (the amount we originally paid) so that we can use another company and address the issue under our homeYou falsely represented your product and now are trying to get more money out of us; however, based on your actions we would never use your company againPlease consider refunding our money and ending this situation
Regards,
*** ***

When it comes to the complaint of Mrand Mrs***, The Basement Guys have handled the issues in a more than excellent mannerWe have serviced their home each and every time they have requested without hesitation and spent countless hours discussing their concernsOur records show that we have
an in home response time of less than days from the time they callThe Basement Guys have always taken their requests seriously and stood behind our lifetime warranty by never refusing to service anything the ***s have requestedThe original contract was to install 134' of interior waterproofing with carbon fiber wall supportsAt the time of the original inspection, our inspector discussed the options for the sump pump discharge and the ***s stated that they did not want water in the yardThis left us with the option of running the sump pump in its original location, which runs to their septic tankThe issues arose years down the road when the septic system became overloaded by the rain water that was flowing into the septic system from the gutters and sump pumpThis was not related to the work that The Basement Guys preformed because there were no changes made to the outside of their home and the water had always ran to the septic systemThe Basement Guys sent a service tech to address the situation and the ***s had the option of running the discharge on the ground to help reduce the amount of water being introduced to their septic systemThe ***s declined that option so The Basement Guys sent an inspector to give them a quote to run all discharge and downspout lines to a storm drain at their request, this consultation was free of chargeThis is where the mentioned $4,contract for additional work came in to existenceUpon signing the legal contract the ***s called the office to again discuss why we felt they needed to pay for the additional work even though it had already been explained numerous timesAgain, it was explained to them that The Basement Guys were not contracted to install the downspounts in the original contract resulting in the need for a new contract to preform the additional workDespite the ***s promoting negative press about The Basement Guys, we felt that we would try to exceed our customers expectations and offer them a 50% discount on the newly contracted work, although The Basement Guys would now be preforming the work at a monetary lossThe ***s agreed to have us preform the contracted work and have had no further issues.The Basement Guys will alway honor our warranty for issues that arise with the work we preformed as we have from day one, but will not warrant unrelated issues as clearly stated on our contractThis happened to be an unrelated issue that we feel we resolved in an exceedingly professional mannerWe will not refund the ***s their $2,because the additional work we preformed was a separate issue not related to the work we prevoiusly preformed

We have attempted to repair the damage that was done to the encapsulation product several times.  Once again the encapsulation is not a product that we use to "waterproof" a crawl space.  The encapsulation we installed was damaged by water and every attempt to fix the damage has been unsuccessful because there is so much active water.  That is why we made the offer to "waterproof" the basement and absorb the money already paid into that work so we could ultimately install the encapsulation in a dry environment.  That offer was declined.  I never want a situation to get this far but we just cant seem to come to an understanding.  The bottom line is our encapsulation warranty does not state anything about making a crawl space waterproof and until the water problem is solved the encapsulation will continue to come apart.

Offering no solution.Also as of today I still have stains on my driveway from where there workers changed a tire. Outrageously unprofessional. Painting not completed. Also having electrical issues as of today when more than two things are plugged in downstairs- it trips the wires. If we have no response we are contacting an attorney. Regards,
[redacted]