Waterproof Solutions Residential Services

Complaint: [redacted] I am rejecting this response because: we are waiting to hear back from the owner regarding the next steps toward resolving this matterThanks Sincerely, [redacted]

First of all ?" for general information purposes, Mr***’s business is flipping houses.? While we understand Mr***’s position, the original scope of work for the work to be accomplished was very clear on the original proposal for servicesThe client reviewed the recommendations, agreed to and signed the agreement/contractUnfortunately, at the time of the original walkthrough inspection, it was not disclosed by Mr [redacted] to WPS that other problem areas of the structure, not visited, allowed water to enter the basementAs a result, WPS did not address those other issues.? WPS is very confident as to the quality and integrity of the work performed per the mutually agreed to scope of work of the contract.? Our guarantee covers the installation we specified and completedWPS stands behind it without question.? ? It is unfortunate that Mr [redacted] has experienced water infiltration into his basement in other areas that WPS did not address in the contractAfter further investigation and inspection, it is obvious that attempted repairs made by another waterproofing contractor (Others) is causing the current problems.? ? ? WPS is willing to provide any information, guidance and even share resources with Mr [redacted] to help expedite a solution for the other previously undisclosed problem areasHowever, WPS refuses any responsibility for the performance of a waterproof system that was installed and designed by another company.? Mr***’s expectation that we will “chase” his problems until resolved is unrealisticAfter Mr [redacted] unloads this property, WPS would be on the hook.? Any verbal statements by Mr [redacted] or the WPS representative is a “He said, She said” argumentThe signed contact is the agreement.? In an effort to mediate the complaint, representatives of WPS have met with Mr [redacted] to discuss the alternatives and potential remediesWPS has scheduled a site re-visit to evaluate Mr***’s basement’s water infiltration problems not originally disclosed or addressed by WPSAny additional work will be negotiated and agreed to by Mr [redacted] and WPS.? Waterproof Solutions, LLC

At Waterproof Solutions we strive to make all of our customers happy and satisified In 2009, when StLouis County Home Improvement referred Ms [redacted] to us, I gave her an estimate to correct the water coming over her wall at the porch location This was in November of It was agreed to remove and replace the porch and put a 20' French Drain in the front and then the discharge 30' to the rear as contracted The work was completed and inspected by StLouis County Home Improvement Program- [redacted] and it was performing properly as designed and approvedMr [redacted] approved the contract, the porch was poured, the wall was sealed and the French Drain was installed Mr [redacted] then approved it and inspected it and StLouis County paid for itThe work was performed and installed properly and paid for There is no warranty for flatwork, which is the porch If there is any problem with the French Drain, we would be happy to do what may be needed, even though there are no warranties for this work per the contract If you have any questions, please feel free to contact the office at [redacted]

Complaint: [redacted] I am rejecting this response because:It is untrue that this work was not warrantied, and [redacted] ’s response is inconsistent with what all other parties (buyer(me), seller and realtors) understood from previous meeting and verbal communicationI have the original document describing the work, which included replacing concrete patios, driveway, and front porch as well as removing old retaining walls and timbers to be replaced with retaining walls constructed of locking blocksDirectly under this description of work is a 10-year transferable warranty that does not include exclusions for retaining walls or flatworkIf retaining walls and flatwork were excluded, the 10-year warranty would be meaningless for this work description (attached)The only specific exclusion was for pumps, and no pump was installedWe have had other companies that specialize in retaining wall construction look at the failing wall and they have given us bids for tear-out and construction of a proper retaining wallThey both said that the trees can be retained if the new wall is properly constructed.At the time that we purchased the home, we were told that [redacted] would honor the warranty on the retaining wall, and we understood this to mean that he would repair the wall in such a way that it functions as a structurally sound retaining wallSince he also told us that he doesn't do that sort of work anymore, our expectation was that he would hire a qualified person to make the repair.? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:It is untrue that this work was not warrantied, and [redacted] ’s response is inconsistent with what all other parties (buyer(me), seller and realtors) understood from previous meeting and verbal communicationI have the original document describing the work, which included replacing concrete patios, driveway, and front porch as well as removing old retaining walls and timbers to be replaced with retaining walls constructed of locking blocksDirectly under this description of work is a 10-year transferable warranty that does not include exclusions for retaining walls or flatworkIf retaining walls and flatwork were excluded, the 10-year warranty would be meaningless for this work description (attached)The only specific exclusion was for pumps, and no pump was installedWe have had other companies that specialize in retaining wall construction look at the failing wall and they have given us bids for tear-out and construction of a proper retaining wallThey both said that the trees can be retained if the new wall is properly constructed.At the time that we purchased the home, we were told that [redacted] would honor the warranty on the retaining wall, and we understood this to mean that he would repair the wall in such a way that it functions as a structurally sound retaining wallSince he also told us that he doesn't do that sort of work anymore, our expectation was that he would hire a qualified person to make the repair Sincerely, [redacted] ***

First of all – for general information purposes, Mr***’s business is flipping housesWhile we understand Mr***’s position, the original scope of work for the work to be accomplished was very clear on the original proposal for servicesThe client reviewed the recommendations, agreed to and signed the agreement/contractUnfortunately, at the time of the original walkthrough inspection, it was not disclosed by Mr [redacted] to WPS that other problem areas of the structure, not visited, allowed water to enter the basementAs a result, WPS did not address those other issuesWPS is very confident as to the quality and integrity of the work performed per the mutually agreed to scope of work of the contract Our guarantee covers the installation we specified and completedWPS stands behind it without question It is unfortunate that Mr [redacted] has experienced water infiltration into his basement in other areas that WPS did not address in the contractAfter further investigation and inspection, it is obvious that attempted repairs made by another waterproofing contractor (Others) is causing the current problems WPS is willing to provide any information, guidance and even share resources with Mr [redacted] to help expedite a solution for the other previously undisclosed problem areasHowever, WPS refuses any responsibility for the performance of a waterproof system that was installed and designed by another companyMr***’s expectation that we will “chase” his problems until resolved is unrealisticAfter Mr [redacted] unloads this property, WPS would be on the hookAny verbal statements by Mr [redacted] or the WPS representative is a “He said, She said” argumentThe signed contact is the agreementIn an effort to mediate the complaint, representatives of WPS have met with Mr [redacted] to discuss the alternatives and potential remediesWPS has scheduled a site re-visit to evaluate Mr***’s basement’s water infiltration problems not originally disclosed or addressed by WPSAny additional work will be negotiated and agreed to by Mr [redacted] and WPSWaterproof Solutions, LLC

At Waterproof Solutions we strive to make all of our customers happy and satisified In 2009, when StLouis County Home Improvement referred Ms*** to us, I gave her an estimate to correct the water coming over her wall at the porch location This was in November of It
was agreed to remove and replace the porch and put a 20' French Drain in the front and then the discharge 30' to the rear as contracted The work was completed and inspected by StLouis County Home Improvement Program-*** *** and it was performing properly as designed and approvedMr*** approved the contract, the porch was poured, the wall was sealed and the French Drain was installed Mr*** then approved it and inspected it and StLouis County paid for it. The work was performed and installed properly and paid for There is no warranty for flatwork, which is the porch If there is any problem with the French Drain, we would be happy to do what may be needed, even though there are no warranties for this work per the contract If you have any questions, please feel free to contact the office at ***

The basement is dry in the location we worked onMany attempts have been made by other companies and the complainant as wellThe aggressive nature towards our people made us uncomfortableWe shouldn't have worked for this client

To reiterate our stance with Mr***: There was SPECIFICALLY an undisclosed, pre-existing waterproofing system in place that failed to perform during a recent rain storm and as a result, was channeling water into that vacant houseWPS was under no obligation to do further investigation without specific direction from Mr***Without knowing those existing undisclosed conditions of the vacant house, WPS did what we know how to do, what we were only contracted to doThe Owner, and other officers of Waterproof Solutions have met with Mr*** to discuss further options to resolve his issues with the vacant propertyWe have made additional site visits to the property to examine the originally undisclosed issues Mr*** is experiencing with the water infiltration into his flip houseAt this time, we are in the process of determining corrective waterproofing options for Mr***’s considerationWe have teamed with a 3rd party structural engineer to assist us with design and corrective optionsOur intent is to arrange a second meeting with Mr*** to present our recommendations and his options, as we see appropriateWPS would absolutely agree to a legally-binding arbitration by the Revdex.com and Mr*** to bring a close to this matterWaterproof Solutions, LLC

To reiterate our stance with Mr***: There was SPECIFICALLY an undisclosed, pre-existing waterproofing system in place that failed to perform during a recent rain storm and as a result, was channeling water into that vacant house WPS was under no obligation to do further investigation without specific direction from Mr***Without knowing those existing undisclosed conditions of the vacant house, WPS did what we know how to do, what we were only contracted to do The Owner, and other officers of Waterproof Solutions have met with Mr*** to discuss further options to resolve his issues with the vacant propertyWe have made additional site visits to the property to examine the originally undisclosed issues Mr*** is experiencing with the water infiltration into his flip house At this time, we are in the process of determining corrective waterproofing options for Mr***’s considerationWe have teamed with a 3rd party structural engineer to assist us with design and corrective optionsOur intent is to arrange a second meeting with Mr*** to present our recommendations and his options, as we see appropriate WPS would absolutely agree to a legally-binding arbitration by the Revdex.com and Mr*** to bring a close to this matterWaterproof Solutions, LLC

Complaint: ***
I am rejecting this response because: we are waiting to hear back from the owner regarding the next steps toward resolving this matterThanks
Sincerely,
*** ***

First of all ??" for general information purposes, Mr***’s business is flipping houses.? While we understand Mr***’s position, the original scope of work for the work to be accomplished was very clear on the original proposal for servicesThe client reviewed the recommendations, agreed to
and signed the agreement/contractUnfortunately, at the time of the original walkthrough inspection, it was not disclosed by Mr*** to WPS that other problem areas of the structure, not visited, allowed water to enter the basementAs a result, WPS did not address those other issues.? WPS is very confident as to the quality and integrity of the work performed per the mutually agreed to scope of work of the contract.? Our guarantee covers the installation we specified and completedWPS stands behind it without question.? ? It is unfortunate that Mr*** has experienced water infiltration into his basement in other areas that WPS did not address in the contractAfter further investigation and inspection, it is obvious that attempted repairs made by another waterproofing contractor (Others) is causing the current problems.? ? ? WPS is willing to provide any information, guidance and even share resources with Mr*** to help expedite a solution for the other previously undisclosed problem areasHowever, WPS refuses any responsibility for the performance of a waterproof system that was installed and designed by another company.? Mr***’s expectation that we will “chase” his problems until resolved is unrealisticAfter Mr*** unloads this property, WPS would be on the hook.? Any verbal statements by Mr*** or the WPS representative is a “He said, She said” argumentThe signed contact is the agreement.? In an effort to mediate the complaint, representatives of WPS have met with Mr*** to discuss the alternatives and potential remediesWPS has scheduled a site re-visit to evaluate Mr***’s basement’s water infiltration problems not originally disclosed or addressed by WPSAny additional work will be negotiated and agreed to by Mr*** and WPS.? Waterproof Solutions, LLC

From the beginning of this transaction, there has never been a warranty on retaining walls, walls or flat work.? During the purchase of the home, at their request, I met with them.? At that time, I told them I would try straightening the wall to make it look nicer, until a decision was
made; the wall was simply there as a decorative element.? ? Now the tree, years older, has lifted the wall which really serves no useful purpose.? I would gladly be happy to come out, and remove the wall at no charge.? I will give the customer the blocks or remove them and mulch the area for a finished look.? ? ? ?

I am truly sorry that the consumer is having issues with their retaining wall, Our company cannot provide them the services they are requesting without damage to the treeWe did offer to remove the wall, and the consumer refused A Partial refund for the wall is our only other resolution

Complaint: ***
I am rejecting this response because:It is untrue that this work was not warrantied, and ***’s response is inconsistent with what all other parties (buyer(me), seller and realtors) understood from previous meeting and verbal communicationI have the original document describing the work, which included replacing concrete patios, driveway, and front porch as well as removing old retaining walls and timbers to be replaced with retaining walls constructed of locking blocksDirectly under this description of work is a 10-year transferable warranty that does not include exclusions for retaining walls or flatworkIf retaining walls and flatwork were excluded, the 10-year warranty would be meaningless for this work description (attached)The only specific exclusion was for pumps, and no pump was installedWe have had other companies that specialize in retaining wall construction look at the failing wall and they have given us bids for tear-out and construction of a proper retaining wallThey both said that the trees can be retained if the new wall is properly constructed.At the time that we purchased the home, we were told that *** would honor the warranty on the retaining wall, and we understood this to mean that he would repair the wall in such a way that it functions as a structurally sound retaining wallSince he also told us that he doesn't do that sort of work anymore, our expectation was that he would hire a qualified person to make the repair.?
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:It is untrue that this work was not warrantied, and [redacted]’s response is inconsistent with what all other parties (buyer(me), seller and realtors) understood from previous meeting and verbal communication. I have the original document describing the work, which included replacing concrete patios, driveway, and front porch as well as removing old retaining walls and timbers to be replaced with 2 retaining walls constructed of locking blocks. Directly under this description of work is a 10-year transferable warranty that does not include exclusions for retaining walls or flatwork. If retaining walls and flatwork were excluded, the 10-year warranty would be meaningless for this work description (attached). The only specific exclusion was for pumps, and no pump was installed. We have had 2 other companies that specialize in retaining wall construction look at the failing wall and they have given us bids for tear-out and construction of a proper retaining wall. They both said that the trees can be retained if the new wall is properly constructed.At the time that we purchased the home, we were told that [redacted] would honor the warranty on the retaining wall, and we understood this to mean that he would repair the wall in such a way that it functions as a structurally sound retaining wall. Since he also told us that he doesn't do that sort of work anymore, our expectation was that he would hire a qualified person to make the repair. 
Sincerely,
[redacted]

At Waterproof Solutions we strive to make all of our customers happy and satisified.  In 2009, when St. Louis County Home Improvement referred Ms. [redacted] to us, I gave her an estimate to correct the water coming over her wall at the porch location.  This was in November of 2009.  It...

was agreed to remove and replace the porch and put a 20' French Drain in the front and then the discharge 30' to the rear as contracted.  The work was completed and inspected by St. Louis County Home Improvement Program-[redacted] and it was performing  properly as designed and approved. Mr. [redacted] approved the contract, the porch was poured, the wall was sealed and the French Drain was installed.  Mr. [redacted] then approved it and inspected it and St. Louis County paid for it. The work was performed and installed properly and paid for.  There is no warranty for flatwork, which is the porch.  If there is any problem with the French Drain, we would be happy to do what may be needed, even though there are no warranties for this work per the contract.  If you have any questions, please feel free to contact the office at [redacted].

Complaint: [redacted]
I am rejecting this response because: we are waiting to hear back from the owner regarding the next steps toward resolving this matter. Thanks.
Sincerely,
[redacted]

From the beginning of this transaction, there has never been a warranty on retaining walls, walls or flat work.  During the purchase of the home, at their request, I met with them.  At that time, I told them I would try straightening the wall to make it look nicer, until a decision was...

made; the wall was simply there as a decorative element.   Now the tree, 8 years older, has lifted the wall which really serves no useful purpose.  I would gladly be happy to come out, and remove the wall at no charge.  I will give the customer the blocks or remove them and mulch the area for a finished look.

I am truly sorry that the consumer is having issues with their retaining wall, Our company cannot provide them the services they are requesting without damage to the tree. We did offer to remove the wall, and the consumer refused . A Partial refund for the wall is our only other resolution.