Thompson's Waterproofing

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[redacted]
4:PM (minutes ago)
tome,[redacted]
In re
Thompson's Waterproofing installed a system for [redacted].
The system was explained, sold and installed to flow around the bathroom because it was the clients request to not rip up the bathroom to install the system
At this point in time, Thompsons Waterproofing has service scheduled with the client and more details will follow afterwards. Thompsons Waterproofing
makes every effort to resolve all issues to the customers satisfaction
Thanks
Renee D[redacted]
Thompson's Waterproofing
Office: ###-###-####
Fax: ###-###-####
Email: [redacted]

[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.]
Better...

Business Bureau:
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]

Thompsons Waterproofing has resolved this matter with [redacted].Thompsons and [redacted] considered the issue closed.

Review: I contracted with Thompson's Waterproofing to remediate a water problem in my basement. They completed the installation of a drain system and sump pump in my basement. I paid in full when the initial work was done. However, they didn't come back to re-install my sink, washer/dryer and hook them back up as they promised when I paid them. I had to pay my plumber an additional $1,113.00 to reconnect the W/D, remove the old sink, fix the pipe they broke, and reinstall a new sink. Most importantly, I have not received the warranty information for the system which was a major reason I used them to begin with. They promised a transferable warranty which would help when selling my house. When I try to reach them I get a busy signal and when I try to email them I get an error message. I am unable to contact them at all.Desired Settlement: Send me a receipt for my cash payment and send me the warranty information I was promised.

Review: Thompsons Water Proofing was hired in 2010 to remediate a moisture/mold problem in our basement. They sold to us, as part of their $12,000 bill, a $3000 commercial dehumidifier with a one year full warranty and 5 year sealed system parts warranty from date of purchase. it was NEVER communicated to us by Thompson that this make and model could not be warranted with service on the east coast. Thompsons also instructed us to keep the dehumidifier constantly running to avoid moisture problems in the future. [redacted] classic is distributed and serviced out of Wisconsin. We live in New Jersey. Now, 4 years later, the dehumidifier needs service. The distributor has no service representation on the east coast. It is now our responsibility to pay freight and shipping to the tune of $300.00 to ship the unit out to Wisconsin and wait three weeks or more for repair on the unit that is still under warranty. When we made Thompsons aware of this situation, they said there was nothing they could do for us and offered to box it up. Now I have a broken dehumidifier still under warranty and have no other options than to pay to ship it to Wisconsin for service and let moisture build up in my basement for a month! I asked Thompsons to repair it, Jeff says "Whats wrong with it?" I have no idea, it smells like rotten eggs when it runs. He says "If it's electrical I can fix it but I don't know what it is." We put trust and faith in Thompsons product. This is a health issue as a month with no dehumidifier in our basement will result in possible mold, moisture and mildew build up.Desired Settlement: I would like Thompson to pay for the repair of the dehumidifier that is still warrantied because they sold the unit to us full well knowing that no repairs could be done here.

Review: I had Thompson's Waterproofing to install their waterproffing system in May, 2010. I'v gotten water in my basement many times since they installed the system. At one time when I got water on the basement my electricity went out but I have a battery operated backup system that should have worked. However, when I called Thompson and they sent someone out he said neither pump was working. So they did put in two more pumps. In June this year I saw water on the basement floor. It was not a lot but I called Thompson and asked them to check the system before I get more water. It took them three weeks for someone to come and check on the problem. The techican had to take down my dry wall and put a plastic barrier on the wall. I went away for Labor Day Weekend and when I returned I had 12 galons of water in the basement. Again I called Thompson and abut three weeks later they sent a techican out and he said he did not know why I keep getting water so he whould recmmend removing the corrent system and put in another system. When no one got back to me I called again and was told Thompson would come out on October 7th & 8th to put in another system. They did not come over and when I called there is a recording on their phone that they are not accepting any calls. I don't know if they are still in business or not but today I had another waterproofing company over and the technican said they are still in business and they are their number competition.Desired Settlement: I want the money that I paid them returned and a settelment for the damages.

Review: Thompsons put a sump pump and installed drains in my basement. The first rain 2 weeks later flooded my basement causing substantial damage and a cleanup cost of $6500.00 It was caused by a check valve the installed and will not take responsibility for the damage this caused.Desired Settlement: Thompsons needs to cover the damage as well as the cleanup cost their product caused.

Business

Response:

Review: had the company come back to residence due to the floor leaking . individual stated that the floor would have to be taken up as the concrete did not adhere to the existing floor. also the concrete that they put down was done on a slope causing the existing floor to now have to be raised. also when putting back the shelving noticed tools missing. when I contacted the company they called me a liar and refused to honor their contract. had verbal argument with them over the phone. I want everybody to be warned of this company. with the recent rash of heavy storms the may prey on poor victims. I am now in the process of trying to obtain information on those who worked on my floor to seek criminal prosecution.Desired Settlement: I am seeking full restitution as the job I contracted was violated by the company. they may say they tried to help but now are refusing. they lied about their company and should be brought to bare the full brunt of the legal system. I have a basement that is guaranteed and they refuse to honr this or even fix it. the work was done less than 6 months ago.

Review: To Whom it may concern:

I had [redacted]’s Waterproofing come to my home on 5/24/12 to repair leaks in my basement walls, put in a two drains. This work cost me $3449.00.They gave a life time warranty for their work and even said that the warranty would transfer to a new home owner if we ever move. On 5/20/13 we had water leaking into the basement from the area that they said was repaired. I Called and left a message for the general manager ([redacted]) who did not call me back until 6/3/13. Two men from his company came out on 6/5/13 and resealed two areas.

On 6/8/13, 6/10/13 more water was leaking into the basement. I called their office on 6/12/13 and left a message for [redacted] to call me since we were still having problems. [redacted] called be back around 4:30 pm to tell me that it was not his problem and that it was not written in the original contract. My contract clearly states “Repair 2 seams at [redacted] Doors with Hydro & Drain Subfloor.

Today it sounds like a faucet is running by this door and water is pouring in and totally missing the drain that they installed. The water is coming in from the area by the [redacted] doors that they “repaired”.

If the general manager of the company will not honor his contract with a home owner what action is left for me? I have a mess in the basement, the original problem is not fixed and I have spent $3,449.00 for nothing.

Frustrated in NJ

[redacted]Desired Settlement: I want the water to stop coming into my basement and I don't want to have to pay any more money

Business

Response:

Please see attached response

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:I am rejecting this because I was not able to read or open their response. Can it please be sent again or faxed to me?

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Jul 17, 2013 at 11:42 AM

Subject: RE: [redacted]' Water proofing

To: [redacted]

I received the response from [redacted]'s waterproofing, thank you.

There fifth paragraph however is not correct. I called to cancel the appointment scheduled for 7/13/13 because we have a home office and my husband did not want jack hammering going on while we saw patients. I called the day before not a few hours before as stated. I called the office on 7/12/13 and left a message with [redacted]. She told me that [redacted] would call me. I did not get a call on my cell number or my work numbers; these are the best numbers to reach me.

Also prior to [redacted]'s coming out we did not have a small fountain of water spraying from the [redacted] door area. A video of the was sent to the cell phone of [redacted] ; he came out to investigate the water problems. [redacted] was here on 7/1/13 and told me that he would set up the appointment for Friday which was 7/5/13. When they had not arrived by 10:30 am on 7/5/13 I called and received a call back from [redacted]. He said that [redacted] never put us on the schedule and that is when I did reschedule for the 13th with great reluctance.

I fail to see how [redacted] can write about details of this job when he did not take my earlier calls or seems to not be informed correctly by his staff. I call on the afternoon of 7/12/13 and spoke with [redacted].

I now want 1/2 of the money that I paid returned to me so that I may find someone else to repair the water problem. [redacted]'s waterproofing took a leak in the [redacted] door joint and turned it into a fountain that was almont 12 inches high. I do not feel that they communicate well and now I see that they are not dealing with all the facts.

Consumer

Response:

To Whom It May Concern:

I was not able to open the response that you said you had from [redacted]'s water proofing.

Help

Review: We used Thompson's waterproofing to waterproof our basement in our new home. They left a mess of cement damage all over our front porch (brick pavers), concrete sidewalk, driveway and basement steps. They spilled cement all over our front bay window and garden bed. They killed the grass on our front lawn because they mixed the cement right there on our front lawn. They clogged our toilet and we had to buy a new one. We have been trying for 3 weeks to have them come back out and clean up their mess. Today is the 3rd day that I waited all day for someone to come clean it and they still have not come. They were supposed to be here at 9 am on 3 separate occasions.

I am disgusted with the lack of service received. We paid them $9000.00 for the work they did. This is the worst service I have ever received. It is a disgrace. Jeff Johnson is the contact person that we have been dealing with and he has proved to be a liar and incompetent of getting anything done.Desired Settlement: Lose Revdex.com association. I want them to fix everything they ruined.

Review: While installing a sump pump system in my basement, company employees poured cement on an oil tank valve. This resulted in my fuel supplier not being able to perform annual maintenance and change the filter on the oil tank because the cemented-in valve could not be turned completely off, and changing the filter while the valve is not completely shut off would risk an oil spillage. The fuel supplier replaced the valve with one that stood higher off the ground and cleared the cement. The cost to me was $384.00 for parts and labor, for which Thompson refuses to reimburse me. Thompson's position is that they are not responsible for fuel tank damage, as stipulated in their contract. My position is that the valve was fully visible and Thompson's employee should have known not to pour cement over it. Therefore, the damage to the valve was the avoidable result of careless workmanship by Thompson's employees, and the company is liable for the cost of replacing the valve.Desired Settlement: Refund of $384.00.

Business

Response:

In reference to the complaint filed by **. [redacted] please note,Thompson's Waterproofing was out to the [redacted] home on March 8,2013 and resolved the issue with the oil tank valve which, was only sprayed with spots of concrete and dust not, as mentioned by **. [redacted], covered in concrete. The oil tank valve was then checked and flowed free in both directions without issues at that point.

In June of 2013 **. [redacted] contacted [redacted], Service Manager for Thompson's Waterproofing, and stated that her oil company believed that it needed to be replaced. **. [redacted] stated that not only did the oil company chose to replace the valve they opted to attach a better grade valve then the original and move the location of the valve to what they believed to be more efficient.

Thompson's Waterproofing clearly states in our contract that we are not responsible for damage due to vibration or work being performed. Thompson's Waterproofing did however resolve the issue as we continually attempt to do for all of our customers within reason. Thompson's will not be held liable for upgrades that another company feels necessary. If the oil tank valve were not flowing freely then Thompson's would have had a plumber resolve that issue however, it was not necessary due to the fact that the valve flowed free in both directions as I mentioned earlier. Thompson's Waterproofing is not liable for upgrades that **. [redacted] chose to have another company handle. Thank you.

Review: we had the company waterproof our basement an was told it came with a lifetime warrtany. we are having some water coming in at two corners an when I try to get them by phone,fax or e-mail . I can't get a whole of them. hoping you can help us. they showed us all good rating an when I checked them they were all good. they showed us they had a good rating with the Revdex.com even I guess it was all made up an I was taken across I just hope this isn't true it is so hard to know who to trust if anyone besides the lord thank you roseDesired Settlement: would like problems taken care of an fine out how to keep warrenty good if we can't get a hold of them

Review: Thompson's was hired to waterproof my basement and were scheduled to work Sept. 24th, 25th and completion was to take place on the 26th of September. A crew of two came on Sept. 24th and 25th and started jackhammering a trench for the indoor french drain and worked for four hours each day. On the 26th of September a crew of three came and worked another three hours and left. I spoke with one of the crew members named 'Jesse' and he said they would be back Saturday the 27th and if necessary Sunday the 28th of September. I have called numerous times and left many many messages with an answer machine. I could not reach a live person. No one returned any of my calls. They did not return after Friday the 26th of September and only accomplished a trench approximately 8" wide by approximaely 10" deep in three days. I Have no knowledge if they are coming back or not, I have given them a $4800.00 deposit. It is now Monday September 29th and there have been no calls from Thompson's and they have not shown up since Friday the 26th.Desired Settlement: If necessary, I will have another contractor and/or inspector estimate the work performed and if done correctly and will pay Thompson's the amount they quote me. If it is less than my deposit, I will expect a refund.

Review: In June 2014 basement water proofing was performed at my residence. I September we had heavy rains and there was some minor leaks in the waterproofing system and cracks in the cement that they poured as part of the waterproofing system. I called Thompsons and had great difficultly getting in touch with Jeff who was identified as the service manager. Finally a warranty inspection was done on 9/23/14 and the technician said that one leg of the waterproofing system was not level and needed to be dug up and redone. I call Jeff and he said he would send service people out to do the work on 10/6/14 at 9am. No one showed up. I began calling Thompsons at noon that day and the calls went to voice mail. I continued to leave messages for several weeks without success. On 10/14/14 I sent a certified letter that was signed for by a representative of Thompsons. I have still not heard anything back from Thompsons, even though the certified letter I sent specifically requested this along with repairs as guaranteed by their warranty (which I have) and verified by their employee.Desired Settlement: I want the warranty repairs of the basement waterproofing done or my money refunded so I can pay someone else to fix the problem.

Review: I emailed the general manager [redacted] on 10-17-13 an attached pictures of the damage to my garage/room after the first part of my project was completed. I told him I was not satisfied with the product they used to resolve my water damage problem in that room. Thompson placed a trench on the inside of the door threshold so it would drain into the sump pump... therefore stopping the rain or snow melted water from reaching the main drain inside the room. On Tuesday I called Thompson since I did'nt receive a reply and after speaking to [redacted] he stated [redacted] the contractor coming to my house on Wednesday 10-18-13 would address the problem. I hired Thompson to do mold remediation, and also to resolve any issues causing water damage to my existing basement floor. as well as repairing a wall and removing a door leading outside with cinder blocks , black mesh, and rough casting. I also ordered the Santa Fe dehumidifier after the chief inspector suggested I get a dehumidifier that would cover 2500 sq. ft. In order to do the mold remediation my existing paneling had to be cut 3-4" from the bottom , however it was only cut in the storage room in the front of the basement...I was told by the foreman [redacted] that paneling in the main area of my basement did not need to be cut. After the paneling was cut in the storage area they discovered the mortar was completely destroyed. So I called the company and asked to see the chief inspector to see what needed to be done,On 10-9-13 [redacted] the inspector returned to my home did an assessment , and stated the rest of the existing paneling needed to be removed and the walls have the black mesh with rough casting. Also I requested the bricks in the front of my home be pointed to help prevent further water damage. The finished product was horrible and I have the pictures to prove it. I called the general manager while the contractors were still at my home and he never responded . I then emailed him but he never responded. The only problem resolved by Thompson was the mold remediation. The L wall in the front of the basement was not completed only parts of the wall were rough cast an within one day cracks appeared in the portion of the wall cast.Desired Settlement: I would like my bill adjusted because now I still need to hire someone to fix there poor work.

Business

Response:

Thompson's Waterproofing has responded to [redacted]'s complaint and the General Manager has gone out to her home and inspected the work himself.

After speaking with [redacted] and reviewing the work which was performed in her home it is Thompson's Waterproofing and [redacted]'s assessment that the quality is sub-par and Thompson's Waterproofing has since scheduled [redacted] with a time to have the job redone. Here at Thompson's Waterproofing we pride ourselves on a job well done both functionally as well as aesthetically.

Thompson's Waterproofing appreciates [redacted] bringing to our attention the lack of detail and we are more than happy to comply with her wish of having the parging redone.

Consumer

Response:

[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.]

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,

Review: Thompson's Waterproofing Co. waterproofed my basement on June 27, 2014 the job was supposed to take one day but took two and the workers said the job was complete. One of the workers said that if I paid in cash they would take $250.00 off the price which I did, not knowing that the job was not completed. I don't know anything about waterproofing but after they left and I looked at what they had done I knew that they had not finished the job. Workers never showed up on time for those two days and they broke an art picture off the wall and hid it under the couch on the first day. I called the office and spoke to Jeff the supervisor about the picture and he said he would talk to his men and would get back to me. He never did call I had to call him and he agreed to send me $50.00 for the picture which he never did. I complained about the job not being finished to Jeff and told him what a lousy job I thought they had done (up to 4 & 5 rows of tile from the wall were broken which we were told by the sales person that only 2 rows would be removed. wood studs behind walls were completely cut off up to two feet, which is not what we were told would happen, black all over the walls, etc.) he always came up with an excuse for his workers. Jeff never returned any of my calls and I had to keep calling him when I did talk to him I told him I wanted someone that knew what they were doing to come to the house to inspect what had been done. Finally after me calling Jeff everyday to complain he sent another worker on July 9th to check the job. The worker that came to the house agreed that they had did a lousy job and the work needed to be completed, naturally he did not tell Jeff that he thought a lousy job had been done but must have told him that it had not been finished. I called Jeff asked him when they would come to finish the job, he said July 15th. Never once did he apologize for his worker breaking the picture and not completing the job. I would never recommend this Company to anyone.Desired Settlement: It took from June 27th to July 15th to finish what should have been done in one day. I think I should be compensated in some way for the inconvenience and the picture.

Business

Response:

Thompsons Waterproofing has resolved this matter with [redacted].Thompsons and [redacted] considered the issue closed.

Consumer

Response:

[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.]

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,

Review: In March 2014 we hired Thompson's Basement Waterproofing to install a waterproofing system in our basement. In the process of doing this install, they disconnected our water-powered backup system, telling us that we would have to have our plumber reinstall it.

The following week, our plumber came to reconnect the backup system to our new sump pump. Unfortunately, he told us that in the process of disconnecting the system, Thompson's broke the connecting pipe, rendering the old backup system useless. Replacing this will cost $600 for parts and labor.

The next day, we called Thompson's to tell them that their employees had caused this damage, fully expecting that they would offer to remedy the problem they had clearly caused. I spoke to [redacted], who told me that his workers “probably didn’t know what they were doing” when they disconnected it and they do not have any knowledge of these water backup systems. (Had I known that at the time, I would have offered to have my plumber come to disconnect.)

He also indicated that we signed a contract which waived their responsibility for damage, which he said is usually intended to address damage done when they're jackhammering through concrete.

[redacted] said he would talk to **. Thompson about compensating us for this damage and get back to me tomorrow. Tomorrow came, no call, so I called the next day. [redacted] said he hadn't connected with **. Thompson, but would shortly. A week later, no call, so my husband called and [redacted] told him that he still hadn't spoken with **. Thompson, but that he would and would call us back the next day (Saturday). Saturday came and went with no phone call. Finally on Wednesday (April 16th) I left another message for [redacted] which he responded to.

His response was “Yeah, **. Thompson’s not going to cover that.” I asked why and he said “because it happened during installation.” It's beyond belief that their position is that their employees can cause $600 worth of damage in the process of installing a waterproofing system and assume zero responsibility for this action.Desired Settlement: I expect Thompson's to pay $600 to repair the damage their employees did when installing the waterproofing system.

Business

Response:

Review: Thompson waterproof was contract to find reason for mold and remove mold. The company was paid full amount of charge of 2500 however fail to remove mole and identify cause of mold.Desired Settlement: My desired settlement is to fix mold cause and remove mold. If company does not comply refund full amount of 2500.00

Review: There are a variety of issues. I was given a warranty and am not clear on the pump coverage. My pump failed and flooded my basement. My tennant was not able to get ahold of THompson's and neither was I. I have tried for two days without success. We had to pay another plumber $300 to come and replace the pump. I am looking to have that money reim.bursed. Maybe they will return your phone call. I never even get the option to leave a message. Their number is ###-###-####.Desired Settlement: I spent several thousand dollars for the waterproofing and two sump pumps. I expect better service. We had to pay another plumber $300 to come and replace the pump that quit. I am looking to have that money reimbursed.

Review: Thompson's installed a full waterproofing system to our basement in 2011. We've been very pleased with it's functionality and have had no issues until yesterday (10/15/2014) when we had water in one corner of our basement. It did not create a flooding issue or any damage to our basement, but it's concerning nonetheless, especially since we've had much stronger storms and heavier times of rainfall since the system's installation 3 years ago. My husband and I have both tried dozens and dozens of times to contact the company via numerous phone numbers associated with Thompson's and have had ALL phone calls go unanswered. I tried emailing the company via the three email addresses supplied here on the Revdex.com website and they've all bounced back to me undeliverable. This is unacceptable business practice. The system is under a lifetime warranty, we are owed a resolution as to why the system failed. We simply would like a phone call to address this.Desired Settlement: We'd like a phone call from the company to address the system failure and come up with a plan for resolution.