The Basement Guys

Contact Us Form -Complaint Question           )   Mon, 02/27/17 11:14 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 that. After 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 years. After providing them with the proper documentation they have renewed the warranty and will be transferring it. Send Me a Copy: Yes Submitted: 2/27/2017 11:14 AM ]

We did speak with Mr. [redacted] and we did evaluate the defelection on the wall since the install.  Our discussion was that we would resolve any issues with the install under warranty and that it may take some time to finish the evaluation and fix.  We still want to make that happen and...

will make a commitment it will be resolved within the next 30 days.  Whatever intermittent communication there has been, I hope moving forward this CAN be resolved in a fair manner.  If you would like to reopen lines of communication and have this resolved within 30 days then we are happy to proceed in that manner.  This has been more of an issue of finding the window to address the fix versus an issue of whether it should be fixed.  We have a record of backing our work and this is no different if you would like to do so.  The commitment stands "30 days to resolution".

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]

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 7-10 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 1 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]

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 1 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.

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]

The [redacted]s project was installed to the specification that they requested. Our 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 them. As a company we always recommend extra sump pumps for larger homes, like the [redacted]s. We also always recommend the downspouts are addressed also. The [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 later. The 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 free. However, 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 malfunctioning. This is yet another reason for the additional contract. The 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 installed. As always we will stand behind the work we do and will continue to offer the [redacted]s a Lifetime warranty.

We accept the business's proposed resolution to have our situation addressed under warranty within 30 days. Our 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 us. We will not accept a resolution that involves additional cost to us. Thank you. Please have Tim call my cell phone at ###-###-#### or email me at [redacted] to schedule a time for resolution.[redacted]

We are very sorry the homeowner feels this way. When 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 us. All obligatory inspections were...

thoroughly performed and approved by the county of Delaware.  The punch list was completed and signed by the homeowners, ensuring their satisfaction. Mr. [redacted] requested we move an electrical outlet after the punch list was signed, and we promptly obliged. After that task was finished, Mrs. [redacted] requested we paint the existing stringers that were original to the home. At that point, the homeowners already had brand new carpeting installed. We 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 carpet. Mr. & Mrs. [redacted] have an outstanding balance of $500.00 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 carpet. Upon this offering, Mrs. [redacted] refused and became irate. We 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.

I find it disappointing that Ms. [redacted] would file this complaint.  We bent every internal rule we have to help her out procuring this house by doing this repair and I personally spent several hours of correspondence and visits to help get this done.  The check was mailed to [redacted]...

approximately 2 weeks ago and if it is not here for some reason I will help address it.  If it has arrived then I would hope that this complaint is taken off the record.

I personally went there nothing at all is wrong with her downspouts I left her check under the front porch mat.