The Sprinkler Company

Initial Business Response / [redacted] (1000, 5, 2016/09/13) */ I am very sorry that they did not understand the scope of our work when we waterproofed their home We are very clear in our contract as to what the customer can expect from our waterproofing systemOur inspector goes over the contract with the customer and the customer signs it showing that they understand the scope of the project Additionally, the contract explains that the areas treated need to be made bare and accessible for us to do our workIf the customer is unable to do this work we will do it for them, but we are not responsible for replacement or damages that may occur while doing soWe go over this with every customer before we start the projectMrand Mrs [redacted] signed the contract, the work card and a waiver saying they understood this We do appreciate their business and want to retain them as happy Everdry customers, so we will do what we can to satisfy themWe have setup an appointment for September 16, to see what we can do to help them Sincerely, [redacted] Production Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Those parts of the contract were not explained, rather, the scope of work promised was very different from what was in the contractHence this complaintEverdry's inspector/salesman told my wife and I multiple times that everything would be completed by the crew and put back the way it was to start, save for stretching the carpet The first time we were informed that we would need to do something prior to the crew arriving was within weeks of them coming, when they called and told my wife that we needed to relocate small items around the outside walls of the basement, but that the crew would move the large items (washer/dryer, etc.) When the crew arrived, it was indicated that I needed to sign a sheet before they could start work; this sheet was a liability release form that waived Everydry of responsibility for any damage to the walls and floorsI was never told that I should have removed the flooring myselfAnd I certainly didn't think that signing this damage liability release meant that they would destroy my basement while clearing everything down to the concrete, and then leave it that way Additionally, the response above says nothing to the verbal description given of the company's comprehensive warranty for water and moldThe contract's fine print does not warranty anything about mold, and it does not warranty against walls or floors being 100% saturated with water (saturated walls/floors was the only water issue that was pointed out in our previous system)The warranty only covers water seepage As to the follow up appointment on the 16th; a crew supervisor came and indicated that they would complete other contractually obligated services, but no follow up appointments have been scheduled or taken place as of yetAnd nothing was offered for the repair or reassembly of the basement flooringIt is not my intention to be difficult to satisfy, I just hope that they will do what they said they would do, or make it right financially I truly wish that I had not been so trusting and taken Everdry at their wordHad I known, I would have ignored what was said and spent the time that evening to read the many pages of the contract's legal fine print, as this would have made me reconsider Everdry's services Final Business Response / [redacted] (4000, 11, 2016/10/04) */ Again, we at Everdry are very sorry that Mr [redacted] is not 100% satisfied with the work we performedWe work very hard to be as specific as possible about the work we are doingAs I mentioned before, we go through a contract a waiver and a work card,that all of our customers signThese forms explain that areas are to be made accessible and if not Everdry will do it, but is not responsible for replacement or damages while removing itemsAs for any additional warranty work that needs to be done we are scheduled to return on October 13,

The [redacted] warranty expired in 2015! I am sorry they did not keep up their warrantyWe sent several notices to remind them of the warranty service agreementThe [redacted] never respondedThey are currently not a warranted customer

Tell us why here...Again, we are very sorry that the ***s are having water in their basementWe waterproofed their home in May of and went back to do warranty work for them in the fall of We did not hear from them again until When they called in for service, we reminded them that they had not been keeping up with their warranty payment(They had stopped paying their warranty payment in 2015.)We let them know at that time what it would take to bring their warranty up to date and never heard back from themAt this time their system is no longer covered with a warranty(I am happy to provide documentation if needed.) We are happy to do an inspection for them and let them know what it would take to bring their warranty back up to date, if they are interested

We are so sorry that Ms [redacted] 's basement has flooded In reviewing the pictures of her home, we found that her backyard has been flooded by the snow melt, heavy rains and rising river behind her houseWater than pooled on her porch and came in through her patio door Her waterproofing system is not designed or warranted to keep water from coming in through a doorwayAs always, we are happy to warrant our systemThis is not a warranty issueShe may call us at [redacted] for any further questions

Initial Business Response / [redacted] (1000, 7, 2015/04/28) */ Contact Name and Title: [redacted] , Bus Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@everdrysb.com On 3/15/ [redacted] met one of our representatives at the Michiana Home ShowShe signed up for a free inspection on 3/24/and we have noted that she was noticing dampness on the walls and mold and wanted to finish the space and was having other companies coming outOur inspector, [redacted] went out on 3/24/for the inspectionAfter reviewing the inspection and the different solutions, [redacted] decided to sign a contract with our company to fix her problemBy law, we provided the separate notice of cancellation outlining her rights to cancellation, signed and dated by [redacted] with copies given to herWe received a call from [redacted] ¬business days later on 3/31/informing us of her intent to cancel her contractHer cancellation form was never signed and delivered to usWe made an appointment for 4/6/when her representative [redacted] would be back from vacation and be able to meet and discuss the terms of her contractOur manager Lance had informed her of the fees on her contract for cancellation after the period offered by lawWhen our representatives met with [redacted] , obviously the only thing she wanted to hear was that her contract was cancelled and she was off the hook for any terms or fees of the contractThat is not what we were offering so the meeting did not go wellAfter the meeting, Lance had spoken with [redacted] and arranged a meeting in our office with our owner [redacted] on 4/14/to try to come to an agreement over the contractShe cancelled the meeting the day of and instead filed a complaint with the Revdex.com and shortly after with the Attorney GeneralI would like to point out that she has mentioned multiple times including her submission that she wants to get other estimates which acknowledges she has a problem that needs fixed and has never contented that our system would not fix her problemHer intention for cancellation only came when her family told her the price was too highOur contract and notice of cancellation have been reviewed by counsel and have been provided to [redacted] in accordance with the lawWe have every right to pursue the terms in our contract OFFER: We will retain the $deposit made and waive any additional amount owed per contract (suggested as reasonable by counsel per [redacted] 's own submission), but stipulating that [redacted] will not publish, post or submit any future comment or complaint regarding Everdry

Myself and a Production Supervisor met with Mrand Mrs*** on Thursday, March at 3:00pmWe have agreed to do additional work for them. We are waiting for the water to dry out and have a schedule date of June 13, We are looking forward to having the ***s as Happy Everdry Customers

I am rejecting this response because:
There were more visits than that. We stopped calling due to the fact that we had to argue that there were still leaks. When we did finally call, thats when we were informed that our warranty was not up to date. We never received any communication up until that point, had we known, we would have more than willing paid. Since time had past we were quoted over $to repair their work. One of the times they were out it was discovered that they never sealed the outside like it was supposed to. Only a 5ft piece of the outside wall was then sealed correctly, the rest of the wall was never looked at and the gentleman argued that it was fine. This is the same side we always have leaks on and the side we had water pouring out of this last stormThe workers need to be better trained and need to do the work completely the first time and not over several visits. I would really hope that no one else would ever have to go through this nightmare

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you

Initial Business Response /* (1000, 6, 2016/07/01) */
Contact Name and Title: *** *** Marketing
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@everdrysb.com
I am very sorry to hear that Ms*** did not have a star experience with Everdry WaterproofingIt is always our goal to
give each of our customers superior serviceWe have already been out to Ms***'s house to pinpoint the problem and fix itWe found that her problem was caused by a broken sewer lineThe broken sewer line along with the heavy rains caused the sewer to back up and flood the basement and our systemWe repaired the sewer line, cleaned out the system and confirmed everything is in top working orderIf Ms*** has any other questions or concerns she can call us here at the officeWe are always here for our customersSincerely, *** ***
Initial Consumer Rebuttal /* (3000, 9, 2016/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply, ***In the past two-plus weeks, Everdry has sent a variety of individuals and crews to my home in an attempt to rectify issues with the upper drainage system they installed, as well as the water seepage under the walls of the basement waterproofing, failed sump pump system, and the corresponding problems caused by the sewer drain Everdry's crew ruptured while jackhammering (which was discovered by the City of Mishawaka's civil engineer; the company's response implied that their crew had pinpointed the problem, but it was the City)Thankfully, the new crew that Everdry sent to my home yesterday (Saturday, July 9) was able to verify that the upper drainage system had been installed incorrectly: much of the tile that was initially used was not the correct tile, the trench was dug too deep, the pitch of the drainage system was the inverse of what it was supposed to be, and the drainage pit was only two feet (as opposed to the necessary eight feet) deepThe crew they sent yesterday worked to correct these issues with the upper-level systemI have noticed a great deal of inconsistency in the information I have been given by different Everdry crew members; hence, I would request that the same crew that came yesterday be used to check and correct the issues in the basement *** was the crew leader)The company also sent a plumber to fix the hole in the sewer pipe that was caused during the installation, and an electrician to install an outlet near the sump pump; I appreciate their corrective action in these areas
In response to Everdry's reply on July to my initial complaint, I would like to note that hardly any of my actual complaint was addressedFirst, I still have not received photographic evidence of the work performed at the initial installmentSecondly, the excessive flooding coming through the basement window pane was caused by the incorrect gradation of the upper drainage systemThe sump pump (for which I have requested paperwork that I have not received) has been tested by the company, and I have been told that it should now function; however, I won't know for sure until another heavy rainstorm
Since my initial complaint, the company has been more helpful in working to resolve the issues with the faulty systemsIt has been an emotionally draining experience, as I have had excessive flooding in my home (which never happened before the system was installed), and have had to spend hours on the phone and in person seeking restitution for the problems caused during the installation of the systems...not to mention the hours spent cleaning up sewage in my basement, and debris in my yardAdditionally, I have had leakage through a basement wall that has yet to be addressed, but the company has agreed to fix thisTo date, I have not been offered any kind of refund or monetary compensation for the damage done to my propertyI have personally had to pay a structural engineer to inspect the soundness of my basement walls and foundation, and he also confirmed that the upper drainage system had been installed incorrectlyI continue to work with Everdry to resolve the issues with the drainage system, and I appreciate the positive change in the company's response over the past two weeksI hope this continues, and that they are able to fully resolve the problems I have been experiencing in my home
Final Business Response /* (4000, 11, 2016/07/21) */
Again, we are very sorry that Ms*** did not receive a star experience with Everdry WaterproofingWe have been back to her home to correct any problems that had occurredWe hope that she becomes another raving fan in the future as she sees how well her Everdry system worksMs***'s system is under lifetime warranty and we will continue to take care of her waterproofing needsSincerely, *** ***

Initial Business Response /* (1000, 6, 2015/08/05) */
Contact Name and Title: Robert ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@everdrysb.com
We installed the waterproofing system in February We offer a lifetime warranty and provide the first year freeThere is a yearly
charge every year thereafter to maintain the warranty coverage on the propertyWe offer the first year free to get through all the seasons and make sure if there are any modifications that are needed for a specific property we will encounter those in the first year and there is no charge to the customerMrs ***'s property was a unique installation as her floor was thicker than and we had to adapt our system to accommodate that hindranceWe were out a couple times within the first months to make some adjustments, all covered under warrantyMrs *** did not pay her warranty renewal in February as dueWe were contacted in May as she was having some water and inspected and scheduled service only requiring she make the past due warranty payment before we did warranty workWe did not receive the warranty payment until the following yearThe water must have dried from the previous year and we didn't address any issues until September which we did additional measures to address the new leakage areaAfter that she let her warranty lapse again but called in December because of a frozen discharge lineWe had run her discharge line much further from her house than because of all the water near her property to keep it from recyclingUnfortunately this extra measure created the opportunity for freezing in the discharge lineWe made repairs and went out again in April to make adjustments to keep it from happening againThe next we heard from her was on 7/20/because of leakage in a new areaWe are scheduled out on 9/to make modifications and will pull her appointment up sooner if an opening comes upWe offer a continuing warranty because mechanical issues with the pumps and sometimes future adjustments are needed to keep the property dryWe serviced some initial issues in 2009, were out again in for additional modificationsThe other issues were mechanicals related and can't be avoidedEven though she let her service warranty lapse twice we reinstated the warranty without charging her for the repairs needed at the time, which is not our policyShe had contacted us because of the issues in her basement and chose our system, we have honored our contract and service warranty and made modifications as needed which were pretty minimal given the uniqueness of her property and our installation
OFFER:
We have honored our contract and service warranty and even given her several breaks which would have cost her hundreds or thousands if she had to pay for the actual warranty work needed at the time when her warranty policy was expiredWe will make the necessary repairs on 9/or sooner if an opening comes upWe will not be making any refund

Initial Business Response /* (1000, 5, 2015/10/22) */
October 21,
*** ** ***
Senior Dispute Resolution Specialist
Revdex.com
Fort Wayne, Indiana
RE:
*** ***
XXXX XXth Ave E
*** ** XXXXX
Dear ***:
I am writing in response to Mr***'s
complaintI feel that this complaint should be removed from our record, because it is full of accusations and contradictory statementsAdditionally, it was written by a 3rd party who was not at the jobsite and not involved in any of the conversationsI will try to break the complaint down and show you the parts that are inaccurate
Mr *** states, Everdry installed a water drainage system around the perimeter of our houseIt is non-functional in the way it was designed and installed." The system is only non-functional because Mrand Mrs*** would not let us complete the installation
The *** were sold a waterproofing system by Jeff *** The first contradiction is where Mr*** says in his letter, "We were told by Jeff *** a project manager would determine how the water would be removed from our property prior to the actual installation" Later Mr *** states they are upset that "we did not have an engineered solution to abate this water from his homeThey were taking the project as it progressed."
It is just not possible to have an engineered solution before we access the area contractedEvery job is differentOur inspectors always tell our customers the way a typical job is engineered, but final plans are left up to the Installation DepartmentObviously, our inspectors cannot give them any definite plans because they have not accessed all of the areas that need work
Mr*** is correct when he states that our crews ran into problems when we started the jobHowever, we continued to work and find solutions for his homeWe put a drainage system around the perimeter of the homeWe offered them the following options for drainage:
Intial plan was to run to a ditch
Putting in a drywell system in for drainage
Rerouting the water through the sump pump in the crawl space
Redoing the drywell
Jeff offered to let them purchase a Battery Bato alleviate their fears of power outage
After the initial work we came up with what we believed was a very good solutionIt is what I would do in this home if it were my home
Mrs*** was fine with rerouting the water to the sump pump in the crawl space if we threw in a Battery Back Up unit for freeA BBU was not put into the initial contract and was not put into the cost of the jobWe were not willing to put the BBU in for freeSo she decided she did not like the solution
Mr*** is not accurate when he says that Kevin had said he would be there in minutesIt was not possible for him to get there, because he was in the office on the phone with Mrs***
Mr*** is right that his wife did speak to meI was not rude to herI simply stated that I was going to have my crews stop working so that we could come up with a planWe wanted to take the time to meet and come up with a solution that worked for the customer and our company
Mr*** says "having all that water accumulate under the floor would be a horrible health hazard." However, he is willing to wait until the spring to have the job completedIs this not then a "health hazard?"
Mr*** is not being accurate when he says that his wife allowed days for the completion of this jobAs he states, we started the job on MondayKevin wanted to come out Friday morning to finish the jobThis day would still be part of the days they "allowed"Mrs*** states she sent a text to Jeff and was never answeredIn actuality, she sent a text to Jeff telling us not to bother coming out Friday morning
Mr*** states that Jeff Engstom did not call or text his wife backAgain, this is not trueJeff has the text conversation where he told Mrs*** that he would get back to her as soon as he got more information from our Production Manager, Kevin ***
We would be more than happy to finish this job the way it needs to be doneAgain, I would have it completed as if it were my houseAt this point the customer refuses to let us finish the job or pay the money they owe
If the customer insists on keeping the $and paying another contractor to finish the job it will void the warranty on the work we didWe cannot warranty a job that someone else has done work to
I do understand that customers make complaints when we make mistakesHowever, in this case I feel as if we were doing everything possible to help this customer and they just did not like the solutions they were givenI feel as if the wife got emotional and her husband made a judgment based on that and wrote a complaint that was not factual or accurate
Thank you so much with your help in this matter
Sincerely,
David ***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
Since the owner of Everdry is so concerned that my husband wrote the letter as a third party, I will write the answer back and go over with it with him when he returns from the VA Hospital later todayHe is a disabled veteran and has many health issuesThat is the main reason I traveled by myself to Michigan by for the Everdry work to be done
The complaint we sent to you is NOT full of accusations and contradictory statements as Everdry has statedWe just told you what transpiredPeriodIf you remove our complaint from their record as requested by the owner of Everdry then you are showing bias to his companyThat is totally unethical
First of all there was never an answer as to why Kevin didn't come out to the job site when he said he was going toThe crew waited for him for over two hours and he never showed upThis installation was and is still a big problem and it could have had a better outcome had someone of authority come out to the jobsite and go over this with the crew and myselfInstead all we got was a lot of phone calls and frustrationDuring the only phone conversation I had with the owner I had to ask him to calm down and try and talk about this in a civilized manner because he was getting so loud and angry at me on the telephoneHe told me I was wasting the time of all of his employees on the phone that day! Well we could have avoided all the calls if he would have just sent out someone to look at the problemSo if I got a little emotional as the owner states it was warranted by his own poor behavior towards me
As previously stated, we wanted Everdry to "fix" the installation that week, prior to me flying back to FloridaI sent texts and left phone messages to Jeff requesting they return before Friday at noonAt 10:AM that Thursday morning I texted Jeff telling him I was there ready and available for them to come out and finish up the jobI asked why are they dragging their feet? I told him it was making me very suspiciousHe never respondedSo that afternoon at 4:PM I sent him a final text telling him not to send anyone back on our property and that we were severing our ties with themWe were doneMy husband and I believed then that Kevin wanted to work on this after I left town so I wouldn't be able to see what they were doingWe're not naïve to thatFor that simple reason we now don't trust them
We are done with Everdry for several things:
First and foremost, the lack of completing the job before I left town on Friday morning
Loss of trust in Everdry in quality of service & communication
Poor workmanship and designIn addition to our water not being able to drain from around the house, the outside vents of the EZ Breathe system they installed cannot open because they are blocked by the electric meter to our house!
And yes, we will have to live with a potential health hazard until we can go back to Michigan next year and hire someone to fix this problemThank God no one is living in the house right nowMy husband has too many doctor appointments and medical issues for us to leave Florida right nowWe have no other choiceWe are hoping we can do this for the $1,we have deducted from their contract
We don't want Everdry of Michiana back on our propertyTheir warranty means nothing to usWe would never let them back on the property for any reasonAs stated in our complaint we are asking for a $1,deduction from our original contract to hire a contractor to fix this project
Sincerely,
Diana ***
John ***
Final Business Response /* (4000, 9, 2015/11/05) */
Contact Name and Title: David ***/Owner
I am sorry that we are not able to make this customer a happy Everdry CustomerIt is always our goal to provide an exceptional product with outstanding workmanshipAs I stated before, we would like the opportunity to finish the work we startedWe know that we have the knowledge and expertise to do this job the way it needs to be doneHowever, if that is not what the customer wants we will do whatever it takes to make them happy
OFFER:
We would like to make the customer happyOur first option would be to complete the work for themHowever, if they would prefer to keep the $and have someone else do the remaining work we will agree to thatIf they choose to do that, we will not be able to warranty any of the work doneIn exchange for keeping the remaining $the customer will need to sign a document releasing us from the lifetime warrantyWe will call the customer to finalize the details
Final Consumer Response /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We're sorry, but if Everdry of Michiana had the knowledge and expertise to take the water away from our home they would have done it while they were there doing the jobSadly, that never happenedInstead they covered up their work with dirt and left our homeThey were finishedWe will accept their offer and sign a release as long as the document we sign states they are paid in fullThey can send any correspondence to our Florida address

Initial Business Response /* (1000, 6, 2017/06/13) */
After speaking to the technician who last worked on your home he had to make some adjustments to the original work scheduledThese adjustments needed to be made based on the construction of the area being worked on and not being able to visibly
see this area until the work started
You have a warranty for the work and we will honor that warranty
Thank you for letting us know your concerns
We will have a technician to your home on the 15th to explain the changes

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Robert [redacted],Renewal Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@everdrysb.com
The terms of our warranty are not verbal or in literature, but are written in and part of our contract. All the terms of the...

warranty are detailed on the back of our contract. Both [redacted] and her husband signed our contract with an additional acknowledgement on the contract that they had read the back side. The warranty is fully transferable as long as the yearly payment is maintained. Since the fee is in our contract, it does not change, but there are late fees if it is not paid on time.
OFFER:
Since all the terms of our warranty are under contract, signed and additionally acknowledged by the [redacted]'s, we will not waive any fees. We will honor the contract as written and warranty the property for as long as they (or any new owners) pay the yearly fee.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's sneaky to not mention the requirement to maintain the warranty through a yearly fee in a verbal or literature means (as they acknowledge), but instead to just have it on the contract. Yes, sneaky is the best word for it.

We are so sorry that Ms. [redacted]'s basement has flooded.  In reviewing the pictures of her home, we found that her backyard has been flooded by the snow melt, heavy rains and rising river behind her house. Water than pooled on her porch and came in through her patio door. ...

Her waterproofing system is not designed or warranted to keep water from coming in through a doorway. As always, we are happy to warrant our system. This is not a warranty issue. She may call us at [redacted] for any further questions.

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: Kevin [redacted] Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@everdrysb.com
Everdry of Michiana has been in business for over 22 years. We/I pride myself on taking care or our customers in a timely...

manner. I apologize if I did not meet your expectation. We are currently scheduled to do your warranty work on 10/23/15. We will continue to honor any and all warranty work on your home.
Because of the various factors that contribute to mold and mildew growth Everdry does not warranty against its growth. (see warranty)
Regarding the EZ-Breathe, We did not sell you a broken unit. The unit you had during the initial installation was brand new. In fact it worked for 4 years and when you called us to let us know it was not working any longer we replaced it at no charge.
We appreciate your feedback and take these matters serious and will continue to get better.
OFFER:
We will continue to honor the warranty as stated in the contract.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your company was negligent from the beginning. People keep coming out and fixing things that should have been done from the start. Regarding the EZ-Breathe, it never worked right, it did not last 4 years. Bottom line we are [redacted] with the [redacted] poor service we have received, and we let everyone know about it every chance we get, and there many other people that are [redacted] with your services, just read the complaints on [redacted] costumer and Revdex.com. I wish I did before I choose this company. If you want to stay in business for another 22 years you need to do a better job fixing things and have way better customer service. Regarding the mold: if we keep getting water in our basement how are we supposed to keep the mold out. This is why we hired you guys, to keep the water out, and for the past 4 years you have done a [redacted] poor job at it and we have to fork out more money for mold remediation. This is not right. On a side note, your guy is here right now fixing a mistake and is arguing with me about fixing something that we called in and agreed upon with a lady named Michelle. Again, poor customer service. We paid too much money to be arguing with people about fixing things. This is your companies mistake if you do not want to deal with us anymore refund us our money and we will be glad to be done dealing with you.
Final Business Response /* (4000, 9, 2015/11/05) */
Contact Name and Title: Kevin [redacted] Manager
We did service work for this customer on Friday, October 30th. We believe we have now taken care of the issue and satisfied our customer.
OFFER:
We will continue honoring our warranty and taking care of their service needs. Feel free to call us if any further service is needed.

Initial Business Response /* (1000, 7, 2015/04/28) */
Contact Name and Title: [redacted], Bus Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@everdrysb.com
On 3/15/15 [redacted] met one of our representatives at the Michiana Home Show. She signed up for a free inspection on...

3/24/15 and we have noted that she was noticing dampness on the walls and mold and wanted to finish the space and was having other companies coming out. Our inspector, [redacted] went out on 3/24/15 for the inspection. After reviewing the inspection and the different solutions, [redacted] decided to sign a contract with our company to fix her problem. By law, we provided the separate notice of cancellation outlining her rights to cancellation, signed and dated by [redacted] with copies given to her. We received a call from [redacted] ¬6 business days later on 3/31/15 informing us of her intent to cancel her contract. Her cancellation form was never signed and delivered to us. We made an appointment for 4/6/15 when her representative [redacted] would be back from vacation and be able to meet and discuss the terms of her contract. Our manager Lance had informed her of the fees on her contract for cancellation after the period offered by law. When our representatives met with [redacted], obviously the only thing she wanted to hear was that her contract was cancelled and she was off the hook for any terms or fees of the contract. That is not what we were offering so the meeting did not go well. After the meeting, Lance had spoken with [redacted] and arranged a meeting in our office with our owner [redacted] on 4/14/15 to try to come to an agreement over the contract. She cancelled the meeting the day of and instead filed a complaint with the Revdex.com and shortly after with the Attorney General. I would like to point out that she has mentioned multiple times including her submission that she wants to get other estimates which acknowledges she has a problem that needs fixed and has never contented that our system would not fix her problem. Her intention for cancellation only came when her family told her the price was too high. Our contract and notice of cancellation have been reviewed by counsel and have been provided to [redacted] in accordance with the law. We have every right to pursue the terms in our contract.
OFFER:
We will retain the $500 deposit made and waive any additional amount owed per contract (suggested as reasonable by counsel per [redacted]'s own submission), but stipulating that [redacted] will not publish, post or submit any future comment or complaint regarding Everdry.

Initial Business Response /* (1000, 5, 2016/09/13) */
I am very sorry that they did not understand the scope of our work when we waterproofed their home.
We are very clear in our contract as to what the customer can expect from our waterproofing system. Our inspector goes over the contract with...

the customer and the customer signs it showing that they understand the scope of the project.
Additionally, the contract explains that the areas treated need to be made bare and accessible for us to do our work. If the customer is unable to do this work we will do it for them, but we are not responsible for replacement or damages that may occur while doing so. We go over this with every customer before we start the project. Mr. and Mrs. [redacted] signed the contract, the work card and a waiver saying they understood this.
We do appreciate their business and want to retain them as happy Everdry customers, so we will do what we can to satisfy them. We have setup an appointment for September 16, 2016 to see what we can do to help them.
Sincerely,
[redacted]
Production Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Those parts of the contract were not explained, rather, the scope of work promised was very different from what was in the contract. Hence this complaint. Everdry's inspector/salesman told my wife and I multiple times that everything would be completed by the crew and put back the way it was to start, save for stretching the carpet.
The first time we were informed that we would need to do something prior to the crew arriving was within 2 weeks of them coming, when they called and told my wife that we needed to relocate small items around the outside walls of the basement, but that the crew would move the large items (washer/dryer, etc.).
When the crew arrived, it was indicated that I needed to sign a sheet before they could start work; this sheet was a liability release form that waived Everydry of responsibility for any damage to the walls and floors. I was never told that I should have removed the flooring myself. And I certainly didn't think that signing this damage liability release meant that they would destroy my basement while clearing everything down to the concrete, and then leave it that way.
Additionally, the response above says nothing to the verbal description given of the company's comprehensive warranty for water and mold. The contract's fine print does not warranty anything about mold, and it does not warranty against walls or floors being 100% saturated with water (saturated walls/floors was the only water issue that was pointed out in our previous system). The warranty only covers water seepage.
As to the follow up appointment on the 16th; a crew supervisor came and indicated that they would complete other contractually obligated services, but no follow up appointments have been scheduled or taken place as of yet. And nothing was offered for the repair or reassembly of the basement flooring. It is not my intention to be difficult to satisfy, I just hope that they will do what they said they would do, or make it right financially.
I truly wish that I had not been so trusting and taken Everdry at their word. Had I known, I would have ignored what was said and spent the time that evening to read the many pages of the contract's legal fine print, as this would have made me reconsider Everdry's services.
Final Business Response /* (4000, 11, 2016/10/04) */
Again, we at Everdry are very sorry that Mr. [redacted] is not 100% satisfied with the work we performed. We work very hard to be as specific as possible about the work we are doing. As I mentioned before, we go through a contract a waiver and a work card,that all of our customers sign. These forms explain that areas are to be made accessible and if not Everdry will do it, but is not responsible for replacement or damages while removing items. As for any additional warranty work that needs to be done we are scheduled to return on October 13, 2016.

Initial Business Response /* (1000, 5, 2016/11/22) */
I was very sorry to see that Ms. [redacted] was not a satisfied customer. We have not heard from her since April 2, 2016. We thought everything was working fine with her system. If she would have called our Customer Care department we would...

have happily scheduled her for service work. Our records indicate that she has not paid her annual warranty fee this year, so technically her warranty is expired and she is not eligible for free service work. However, in order to make her a happy customer, we will overlook that and be happy to service her system. Please call [redacted] at our Customer Care department and we will get someone out to take a look at your system.
Sincerely, [redacted] Production Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello again,
Thank you for your response, but I don't believe you correctly or completely understood all of the issues I was addressing in my original complaint.
I have readdressed them below, and hope you can reply to each individually.
1. When your technician was out here in April of 2016, he knew he did not complete the work, and told us because it was a weekend, he could not do anything other than fix the subpump (which he did). He said it would take a few days or weeks to have a team come out and fix the remaining issues. No one ever showed. If you do not have that documentation, there has been a miscommunication with you and your technician. This is the work that we are still needing completed.
2. Your workers have consistently told me, each time they have been back, that they will gladly address the issue under my "warranty". I have argued with them constantly that this should not be a warranty issue, since the original problem area has yet to be completely fixed. Each time they have come out, another issue has been left unresolved, and the main area for the first complaint is still the leaky area of my basement.

2b. In your response above, once again you have made this a warranty issue. However, my main concern is that the work has yet to be completed completely or satisfactorily. The basement has never been dry for more than 6 months at a time.
3. Because the work has never been fully completed, I do not believe that I should have begun paying the loan, since the stipulation was that the loan would not be due until the work was completed.
4. At this point, I do not believe that it is fair that I have paid XXXXX for a basement that is still wet. I was told the work would be done in the original week they had told me it would take. That has not been the case since they have been out more than five times.
5. I was never told about the yearly maintenance fee. The original gentleman who came (even after I had cancelled the service call earlier that day) told me that I would not pay another cent over the cost, nor would anyone else who owed the home, since it was a lifetime warranty. I have since tried to speak to that original salesperson again, and have never been allowed to talk to him.
6. The business practice is extremely concerning to me, especially since the Revdex.com rating was part of my decision to work with everdry. Not only did they come after I cancelled the original request, but then I also cancelled after the first two visits, and they said that they needed to send someone to the house, which they did. If I had known about the pressure techniques (each time a higher "manager" came out, I would not have worked with this company. Again, I chose to agree afterwards since I had a flooded basement, and needed the water out with two small children in the house. They did come in a timely manner, but the subsequent calls, all for the same main issue are what I feel has not been honest business.
7. As for calling [redacted], I will if I need to. However, she was the first person to tell me that while I have a lifetime warranty, you do not protect me for system failure during non-business hours (the last call was on a Friday night) and even tried to tell me taht to fix the original problem, because it involved concrete, was not something the company could do (even though that was the original location of the water leak).
These are some of my main complaints, and why I am seeking some form of arbitration. As is, the weather is getting colder, I have a wet basement and a drainage system that leaks right back into my home (based on improper placement of a drain). I would appreciate having all of these concerns addressed, and the problem fixed, in order to be a "happy customer".
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2016/12/01) */
We work very hard here at Everdry to make all of our homeowners satisfied customers. We have completed the work at Ms. [redacted]'s home according to her contract. Occasionally, there are some jobs where adjustments need to be made. This is why we have a warranty on our systems, to address situations like these. Again, I am sorry that the service technician who was out did not relay the information to our office and follow up work was not completed. ,I would like the opportunity to make Ms. [redacted] a happy Everdry Customer. Please call our office to set up an appointment. We will get some one out to take care of the problem right away.
Sincerely,
[redacted] (Everdry Production Manager)

Tell us why here...Again, we are very sorry that the [redacted]s...

are having water in their basement. We waterproofed their home in May of 2013 and went back to do warranty work for them in the fall of 2013. We did not hear from them again until 2016. When they called in for service, we reminded them that they had not been keeping up with their warranty payment. (They had stopped paying their warranty payment in 2015.). We let them know at that time what it would take to bring their warranty up to date and never heard back from them. At this time their system is no longer covered with a warranty. (I am happy to provide documentation if needed.) We are happy to do an inspection for them and let them know what it would take to bring their warranty back up to date, if they are interested.

The [redacted] warranty expired in 2015! I am sorry they did not keep up their warranty. We sent several notices to remind them of the warranty service agreement. The [redacted] never responded. They are currently not a warranted customer.