Wet Basement Solutions

Revdex.com spoke with [redacted] today and he stated the following: The system was done in We installed a partial drain tile system to empty to the sump pit and then the sump pump will discharge it outside He does not have a large yard, he has a pool, he has neighbors close by, there is really no place to dispel the water coming out of his system It does vary from property to property depending on many factors In the beginning we tried to assist the customer, and we continued to go back and relocate the pipe that was dispelling the water onto his property.They were complaining about making the complaint and stating that we did not do the job properly and we dealt with it I sent someone out immediately and he stated that the pipe is buried and frozen We did bury it and it was pitched properly and running water does not freeze, and it drained into the yard Snow built up, and the water was not able to escape the pipe and it froze, so his pump was continuously running We sent our guy out and he noticed that this was more than he could address so an appointment was set up to make a permanent fix [redacted] came back and advised of the date he would address the issues [redacted] went back and he had to cut a few holes in the customers new drywall and a hole in the ceiling to make the corrections I told [redacted] to let the customer know that we would send [redacted] out to address the drywall issues I spoke with the wife on Wednesday, told her [redacted] could be out on Monday - she was not happy with that, so [redacted] was out there, I believe, Friday, Saturday, and Sunday I think I gave her [redacted] cell phone so they can easily communicate as with drywall finishing, multiple trips have to be made [redacted] and I received a text that there was a death in the family and they would like a rain-check I texted him back on Friday expressing my sorrow He called on a Friday the following week, and I was unable to answer the phone [redacted] then left a few upsetting messages over the weekend and apparently they were having a party the following weekend I called [redacted] back on Monday and he did not answer I then called his wife and asked her what the issue is and they were upset that I had not called them back There was some back and forth between myself and his wife, but it was not anything serious We have already started the repair and we only need to get back in there one more time, and he was very upset and was slandering our company and I did end up hanging up on him I called [redacted] and told him to please contact the customer and get this taken care ofHis wife texted me after the work was completed and stated that [redacted] did a great job and they were happy I texted her back stating that is great and apologized for any misunderstandings, she stated everything was fine and then I received this complaintAs far as us using the consumers tools, we did use a broom that we should not have, but I did buy and deliver a new broom to him I am unaware of any other tools that were used, if there were other tools used, he can let me know and I will address it

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint It is my honest belief than [redacted] is either ignorant of the reality of this issue or is choosing to ignore it Regardless, I see no point in pursuing this further I was hoping to come to an agreement whereby [redacted] would have expressed some regret for his mistreatment of my wife, but at least he appears to have chosen to stand behind his product I feel that this is the best I can hope for.The reason I hired Wet Basement Solutions (WBS) was because I, as a layman homeowner, was seeking a professional solution to protecting my basement from water damage I feel that, when WBS agreed to help me, they took ownership of a proper installation I feel that this included any best practice approaches to drainage and disclosing any responsibility that I might have in the process On both accounts WBS let me down I do not accept his response as he has repeatedly attempted to put the blame for the installation issue on me regardless of the fact that the installation was completely at his discretion and at no point in time did he or any of his employees explain any maintenance issues that we were responsible for [redacted] seems completely ignorant of why I would be upset at having to deal with WBS punching holes in my walls and ceilings and the threat of a flooded basement because his crew decided to improperly route a discharge line He acts as if I am the one putting HIM out Further, no business should verbally assault a client, let alone the partner of a client who was simply relaying appointment schedules [redacted] has issued no apology nor expressed any regret in this His reactions have swung wildly from confusion to anger At this point I simply want this complaint on record for reference to any other prospective customers They should at least be aware of the possibility.***'s recollection of events seems fluid and so I am copying the correspondence between myself and [redacted] regarding this complaint [redacted] chose NOT to speak with me and my wife and again attempted again to blame us for an improper installation (his discretion) & maintenance (no disclosure) of his product.======================= Conversation continuing by Text:ME (cc ***): "***, I'm at work right now and judging by the way our last conversation went, I don't think I should talk to you in public I will call you this weekend with [redacted] as I think she needs to be a part of this too."***: "No problem I'm just confused a little I received a text from your wife in regards to the repair work [redacted] did and she expressed how happy she was I apologized about anything we may have done or said that made you guys so very unhappy She text me this Just wanted to let you know [redacted] is all finished at our house and he did a fantastic job ! And she also sent a text saying ; it's great and we are more than satisfied :) thank you I'm forwarding these texts to [redacted] from Revdex.com so she can have ALL the FACTSThe only tools or household items we ever used of yours was a broom that we shouldn't have used At that time you expressed clear dissatisfaction for the use of the broom so in an attempt to correct the situation I bought and delivered a new broom I'm unaware of anything els To let you know your system and the other systems we've installed (with complaints) is fully functional and by the book In the very beginning we came back multiple times ( I have the dates if you need them) to redirect the system discharge which varies from property to property depending on ; grade of land , property lines, landscaping , pools or patios ectNow I'm not going to continue but wanted you to know we are standing by our warranty which you should refer to I would never hang up on an unhappy customer unless they were attacking me or my company ! "***: "No need to call me over the weekend or any other time as I would prefer to not be harassed We are willing to stand behind our work and would appreciate and honor any professional attempts to get ahold of wet basement solutions There's a responsibility as a homeowner to maintain your homes systems so your pipes don't freeze" ME: "*** I was not aware of anything I had to do to stop your drain system from freezing If I am not mistaken, you yourself said that the system never should have been installed as it was for exactly that reason Are there any other maintenance issues I need to be aware of? Also, our conversation this weekend was to address a complaint Is that no longer the case?" ***: "I wanted to double check and make sure we were all set with the repair We wanted to make sure you knew we are making ourselves available for any further repairs Please don't hesitate to call***-***for any future questions or concerns There are no other maintenance issues at this point The sump pump has a two year manufacturer warranty We will reply to the complaint via Revdex.com and again apologize for the apparent confusion ."=======================SUMMARY: ***'s last comment seems to completely ignore all previous correspondence and the ONLY maintnenance issue that I was responsible for was the one he chose not to disclose.I understand that problems arise on jobs as a matter of course If I was supposed to chip away the ice at the end of the sump pipe, I feel he should have told me If it was improper to install the pipe under the ground, I don't think they should have done it If [redacted] felt that we were difficult to deal with, I feel he should have addressed it professionally[redacted] did admit that he had to let go the workers that installed our system leading me to believe that out problems were simply the result of bad help I can understand this But instead of taking ownership of the problem, [redacted] has tried to make his poor choice in employees my fault As I have no say in who he hires or how he installs a system, I also have no responsibility for any damage or complications that those choices cause Full disclosure: both [redacted] (who re-routed the pipe) & [redacted] (who patched the wall) did an excellent job and were COMPLETELY professional I do not want my issue with [redacted] to negatively affect them in any way I just don't think [redacted] is the best choice to handle PR for this company I would also suggest that a project manager begin performing walk-throughs of completed jobs to be sure they are done properly and how [redacted] assumes that they are done At that point, he has SOME recourse should an issue like the arise again Regards, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. It is my honest belief than [redacted] is either ignorant of the reality of this issue or is choosing to ignore it. Regardless, I see no point in pursuing this further. I was hoping to come to an agreement whereby [redacted] would have expressed some regret for his mistreatment of my wife, but at least he appears to have chosen to stand behind his product. I feel that this is the best I can hope for.The reason I hired Wet Basement Solutions (WBS) was because I, as a layman homeowner, was seeking a professional solution to protecting my basement from water damage. I feel that, when WBS agreed to help me, they took ownership of a proper installation. I feel that this included any best practice approaches to drainage and disclosing any responsibility that I might have in the process. On both accounts WBS let me down. I do not accept his response as he has repeatedly attempted to put the blame for the installation issue on me regardless of the fact that the installation was completely at his discretion and at no point in time did he or any of his employees explain any maintenance issues that we were responsible for. [redacted] seems completely ignorant of why I would be upset at having to deal with WBS punching holes in my walls and ceilings and the threat of a flooded basement because his crew decided to improperly route a discharge line. He acts as if I am the one putting HIM out. Further, no business should verbally assault a client, let alone the partner of a client who was simply relaying appointment schedules. [redacted] has issued no apology nor expressed any regret in this. His reactions have swung wildly from confusion to anger. At this point I simply want this complaint on record for reference to any other prospective customers. They should at least be aware of the possibility.***'s recollection of events seems fluid and so I am copying the correspondence between myself and [redacted] regarding this complaint. [redacted] chose NOT to speak with me and my wife and again attempted again to blame us for an improper installation (his discretion) & maintenance (no disclosure) of his product.=======================Conversation continuing by Text:ME (cc ***): "***, I'm at work right now and judging by the way our last conversation went, I don't think I should talk to you in public. I will call you this weekend with [redacted] as I think she needs to be a part of this too."***: "No problem . I'm just confused a little ... I received a text from your wife in regards to the repair work [redacted] did and she expressed how happy she was ... I apologized about anything we may have done or said that made you guys so very unhappy . She text me this ... Just wanted to let you know [redacted] is all finished at our house and he did a fantastic job ! And she also sent a text saying ; it's great and we are more than satisfied :) thank you .... I'm forwarding these texts to [redacted] from BBB so she can have ALL the FACTS. The only tools or household items we ever used of yours was a broom that we shouldn't have used . At that time you expressed clear dissatisfaction for the use of the broom so in an attempt to correct the situation I bought and delivered a new broom. I'm unaware of anything els . To let you know your system and the other 1000 systems we've installed (with 0 complaints) is fully functional and by the book . In the very beginning we came back multiple times ( I have the dates if you need them) to redirect the system discharge which varies from property to property depending on ; grade of land , property lines, landscaping , pools or patios ect. Now I'm not going to continue but wanted you to know we are standing by our warranty which you should refer to . I would never hang up on an unhappy customer unless they were attacking me or my company ! "***: "No need to call me over the weekend or any other time as I would prefer to not be harassed . We are willing to stand behind our work and would appreciate and honor any professional attempts to get ahold of wet basement solutions . There's a responsibility as a homeowner to maintain your homes systems so your pipes don't freeze"ME: "***. I was not aware of anything I had to do to stop your drain system from freezing. If I am not mistaken, you yourself said that the system never should have been installed as it was for exactly that reason. Are there any other maintenance issues I need to be aware of? Also, our conversation this weekend was to address a complaint. Is that no longer the case?"***: "I wanted to double check and make sure we were all set with the repair . We wanted to make sure you knew we are making ourselves available for any further repairs . Please don't hesitate to call***-***for any future questions or concerns . There are no other maintenance issues at this point . The sump pump has a two year manufacturer warranty . We will reply to the complaint via BBB and again apologize for the apparent confusion ."======================= SUMMARY: ***'s last comment seems to completely ignore all previous correspondence and the ONLY maintnenance issue that I was responsible for was the one he chose not to disclose.I understand that problems arise on jobs as a matter of course. If I was supposed to chip away the ice at the end of the sump pipe, I feel he should have told me. If it was improper to install the pipe under the ground, I don't think they should have done it. If [redacted] felt that we were difficult to deal with, I feel he should have addressed it professionally. [redacted] did admit that he had to let go the workers that installed our system leading me to believe that out problems were simply the result of bad help. I can understand this. But instead of taking ownership of the problem, [redacted] has tried to make his poor choice in employees my fault. As I have no say in who he hires or how he installs a system, I also have no responsibility for any damage or complications that those choices cause. Full disclosure: both [redacted] (who re-routed the pipe) & [redacted] (who patched the wall) did an excellent job and were COMPLETELY professional. I do not want my issue with [redacted] to negatively affect them in any way. I just don't think [redacted] is the best choice to handle PR for this company. I would also suggest that a project manager begin performing walk-throughs of completed jobs to be sure they are done properly and how [redacted] assumes that they are done. At that point, he has SOME recourse should an issue like the arise again. Regards, [redacted] ***

Revdex.com spoke with [redacted] today and he stated the following:The system was done in 2013.  We installed a partial drain tile system to empty to the sump pit and then the sump pump will discharge it outside.  He does not have a large yard, he has a pool, he has neighbors close by, there...

is really no place to dispel the water coming out of his system.  It does vary from property to property depending on many factors.  In the beginning we tried to assist the customer, and we continued to go back and relocate the pipe that was dispelling the water onto his property.They were complaining about making the complaint and stating that we did not do the job properly and we dealt with it.  I sent someone out immediately and he stated that the pipe is buried and frozen.  We did bury it and it was pitched properly and running water does not freeze, and it drained into the yard.  Snow built up, and the water was not able to escape the pipe and it froze, so his pump was continuously running.  We sent our guy out and he noticed that this was more than he could address so an appointment was set up to make a permanent fix.  [redacted] came back and advised of the date he would address the issues.  [redacted] went back and he had to cut a few holes in the customers new drywall and a hole in the ceiling to make the corrections.  I told [redacted] to let the customer know that we would send [redacted] out to address the drywall issues.  I spoke with the wife on Wednesday, told her [redacted] could be out on Monday - she was not happy with that, so [redacted] was out there, I believe, Friday, Saturday, and Sunday I think.  I gave her [redacted] cell phone so they can easily communicate as with drywall finishing, multiple trips have to be made.[redacted] and I received a text that there was a death in the family and they would like a rain-check.  I texted him back on Friday expressing my sorrow.  He called on a Friday the following week, and I was unable to answer the phone.  [redacted] then left a few upsetting messages over the weekend and apparently they were having a party the following weekend.  I called [redacted] back on Monday and he did not answer.  I then called his wife and asked her what the issue is and they were upset that I had not called them back.  There was some back and forth between myself and his wife, but it was not anything serious.  We have already started the repair and we only need to get back in there one more time, and he was very upset and was slandering our company and I did end up hanging up on him.  I called [redacted] and told him to please contact the customer and get this taken care of.His wife texted me after the work was completed and stated that [redacted] did a great job and they were happy.  I texted her back stating that is great and apologized for any misunderstandings, she stated everything was fine and then I received this complaint.As far as us using the consumers tools, we did use a broom that we should not have, but I did buy and deliver a new broom to him.  I am unaware of any other tools that were used, if there were other tools used, he can let me know and I will address it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  It is my honest belief than [redacted] is either ignorant of the reality of this issue or is choosing to ignore it.  Regardless, I see no point in pursuing this further.  I was hoping to come to an agreement whereby [redacted] would have expressed some regret for his mistreatment of my wife, but at least he appears to have chosen to stand behind his product.  I feel that this is the best I can hope for.The reason I hired Wet Basement Solutions (WBS) was because I, as a layman homeowner, was seeking a professional solution to protecting my basement from water damage.  I feel that, when WBS agreed to help me, they took ownership of a proper installation.  I feel that this included any best practice approaches to drainage and disclosing any responsibility that I might have in the process.  On both accounts WBS let me down.  I do not accept his response as he has repeatedly attempted to put the blame  for the installation issue on me regardless of the fact that the installation was completely at his discretion and at no point in time did he or any of his employees explain any maintenance issues that we were responsible for.  [redacted] seems completely ignorant of why I would be upset at having to deal with WBS punching holes in my walls and ceilings and the threat of a flooded basement because his crew decided to improperly route a discharge line.  He acts as if I am the one putting HIM out.  Further, no business should verbally assault a client, let alone the partner of a client who was simply relaying appointment schedules.  [redacted] has issued no apology nor expressed any regret in this.  His reactions have swung wildly from confusion to anger.  At this point I simply want this complaint on record for reference to any other prospective customers.  They should at least be aware of the possibility.[redacted]'s recollection of events seems fluid and so I am copying the correspondence between myself and [redacted] regarding this complaint.   [redacted] chose NOT to speak with me and my wife and again attempted again to blame us for an improper installation (his discretion) & maintenance (no disclosure) of his product.=======================
Conversation continuing by Text:ME (cc [redacted]): "[redacted],  I'm at work right now and judging by the way our last conversation
went, I don't think I should talk to you in public.  I will call you
this weekend with [redacted] as I think she needs to be a part of this too."[redacted]:  "No problem . I'm just confused a little ... I received a text from your
wife in regards to the repair work [redacted] did and she expressed how happy
she was ... I apologized about anything we may have done or said that
made you guys so very unhappy . She text me this ... Just wanted to let
you know [redacted] is all finished at our house and he did a fantastic job !
And she also sent a text saying ; it's great and we are more than
satisfied :) thank you .... I'm forwarding these texts to [redacted] from
Revdex.com so she can have ALL the FACTS. The only tools or household items we
ever used of yours was a broom that we shouldn't have used . At that
time you expressed clear dissatisfaction for the use of the broom so in
an attempt to correct the situation I bought and delivered a new broom.
I'm unaware of anything els . To let you know your system and the other
1000 systems we've installed (with 0 complaints) is fully functional and by the book . In the very beginning we came
back multiple times ( I have the dates if you need them) to redirect the
system discharge which varies from property to property depending on ;
grade of land , property lines, landscaping , pools or patios ect. Now
I'm not going to continue but wanted you to know we are standing by our
warranty which you should refer to . I would never hang up on an unhappy
customer unless they were attacking me or my company ! "[redacted]:  "No need to call me over the weekend or any other time as I
would prefer to not be harassed . We are willing to stand behind our
work and would appreciate and honor any professional attempts to get
ahold of wet basement solutions . There's a responsibility as a
homeowner to maintain your homes systems so your pipes don't freeze"
ME:  "[redacted].  I was not aware of anything I had to do to stop your drain
system from freezing.  If I am not  mistaken, you yourself said that the
system never should have been installed as it was for exactly that
reason.  Are there any other maintenance issues I need to be aware of?  Also, our conversation this weekend was to address a complaint.  Is that no longer the case?"
[redacted]:  "I wanted to double check and make sure we were all set with the
repair . We wanted to make sure you knew we are making ourselves
available for any further repairs . Please don't hesitate to call[redacted]for any future questions or concerns . There are no other
maintenance issues at this point . The sump pump has a two year
manufacturer warranty . We will reply to the complaint via Revdex.com and again
apologize for the apparent confusion ."=======================SUMMARY:  [redacted]'s last comment seems to completely ignore all previous correspondence and the ONLY maintnenance issue that I was responsible for was the one he chose not to disclose.I understand that problems arise on jobs as a matter of course.  If I was supposed to chip away the ice at the end of the sump pipe, I feel he should have told me.  If it was improper to install the pipe under the ground, I don't think they should have done it.  If [redacted] felt that we were difficult to deal with, I feel he should have addressed it professionally.[redacted] did admit that he had to let go the workers that installed our system leading me to believe that out problems were simply the result of bad help.  I can understand this.  But instead of taking ownership of the problem, [redacted] has tried to make his poor choice in employees my fault.  As I have no say in who he hires or how he installs a system, I also have no responsibility for any damage or complications that those choices cause.  Full disclosure: both [redacted] (who re-routed the pipe) & [redacted] (who patched the wall) did an excellent job and were COMPLETELY professional.  I do not want my issue with [redacted] to negatively affect them in any way.  I just don't think [redacted] is the best choice to handle PR for this company.  I would also suggest that a project manager begin performing walk-throughs of completed jobs to be sure they are done properly and how [redacted] assumes that they are done.  At that point, he has SOME recourse should an issue like the arise again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  It is my honest belief than [redacted] is either ignorant of the reality of this issue or is choosing to ignore it.  Regardless, I see no point in pursuing this further.  I was hoping to come to an agreement whereby [redacted] would have expressed some regret for his mistreatment of my wife, but at least he appears to have chosen to stand behind his product.  I feel that this is the best I can hope for.The reason I hired Wet Basement Solutions (WBS) was because I, as a layman homeowner, was seeking a professional solution to protecting my basement from water damage.  I feel that, when WBS agreed to help me, they took ownership of a proper installation.  I feel that this included any best practice approaches to drainage and disclosing any responsibility that I might have in the process.  On both accounts WBS let me down.  I do not accept his response as he has repeatedly attempted to put the blame  for the installation issue on me regardless of the fact that the installation was completely at his discretion and at no point in time did he or any of his employees explain any maintenance issues that we were responsible for.  [redacted] seems completely ignorant of why I would be upset at having to deal with WBS punching holes in my walls and ceilings and the threat of a flooded basement because his crew decided to improperly route a discharge line.  He acts as if I am the one putting HIM out.  Further, no business should verbally assault a client, let alone the partner of a client who was simply relaying appointment schedules.  [redacted] has issued no apology nor expressed any regret in this.  His reactions have swung wildly from confusion to anger.  At this point I simply want this complaint on record for reference to any other prospective customers.  They should at least be aware of the possibility.[redacted]'s recollection of events seems fluid and so I am copying the correspondence between myself and [redacted] regarding this complaint.   [redacted] chose NOT to speak with me and my wife and again attempted again to blame us for an improper installation (his discretion) & maintenance (no disclosure) of his product.=======================Conversation continuing by Text:ME (cc [redacted]): "[redacted],  I'm at work right now and judging by the way our last conversation
went, I don't think I should talk to you in public.  I will call you
this weekend with [redacted] as I think she needs to be a part of this too."[redacted]:  "No problem . I'm just confused a little ... I received a text from your
wife in regards to the repair work [redacted] did and she expressed how happy
she was ... I apologized about anything we may have done or said that
made you guys so very unhappy . She text me this ... Just wanted to let
you know [redacted] is all finished at our house and he did a fantastic job !
And she also sent a text saying ; it's great and we are more than
satisfied :) thank you .... I'm forwarding these texts to [redacted] from
Revdex.com so she can have ALL the FACTS. The only tools or household items we
ever used of yours was a broom that we shouldn't have used . At that
time you expressed clear dissatisfaction for the use of the broom so in
an attempt to correct the situation I bought and delivered a new broom.
I'm unaware of anything els . To let you know your system and the other
1000 systems we've installed (with 0 complaints) is fully functional and by the book . In the very beginning we came
back multiple times ( I have the dates if you need them) to redirect the
system discharge which varies from property to property depending on ;
grade of land , property lines, landscaping , pools or patios ect. Now
I'm not going to continue but wanted you to know we are standing by our
warranty which you should refer to . I would never hang up on an unhappy
customer unless they were attacking me or my company ! "[redacted]:  "No need to call me over the weekend or any other time as I
would prefer to not be harassed . We are willing to stand behind our
work and would appreciate and honor any professional attempts to get
ahold of wet basement solutions . There's a responsibility as a
homeowner to maintain your homes systems so your pipes don't freeze"ME:  "[redacted].  I was not aware of anything I had to do to stop your drain
system from freezing.  If I am not  mistaken, you yourself said that the
system never should have been installed as it was for exactly that
reason.  Are there any other maintenance issues I need to be aware of?  Also, our conversation this weekend was to address a complaint.  Is that no longer the case?"[redacted]:  "I wanted to double check and make sure we were all set with the
repair . We wanted to make sure you knew we are making ourselves
available for any further repairs . Please don't hesitate to call[redacted]-[redacted]for any future questions or concerns . There are no other
maintenance issues at this point . The sump pump has a two year
manufacturer warranty . We will reply to the complaint via Revdex.com and again
apologize for the apparent confusion ."=======================
SUMMARY:  [redacted]'s last comment seems to completely ignore all previous correspondence and the ONLY maintnenance issue that I was responsible for was the one he chose not to disclose.I understand that problems arise on jobs as a matter of course.  If I was supposed to chip away the ice at the end of the sump pipe, I feel he should have told me.  If it was improper to install the pipe under the ground, I don't think they should have done it.  If [redacted] felt that we were difficult to deal with, I feel he should have addressed it professionally.[redacted] did admit that he had to let go the workers that installed our system leading me to believe that out problems were simply the result of bad help.  I can understand this.  But instead of taking ownership of the problem, [redacted] has tried to make his poor choice in employees my fault.  As I have no say in who he hires or how he installs a system, I also have no responsibility for any damage or complications that those choices cause.  Full disclosure: both [redacted] (who re-routed the pipe) & [redacted] (who patched the wall) did an excellent job and were COMPLETELY professional.  I do not want my issue with [redacted] to negatively affect them in any way.  I just don't think [redacted] is the best choice to handle PR for this company.  I would also suggest that a project manager begin performing walk-throughs of completed jobs to be sure they are done properly and how [redacted] assumes that they are done.  At that point, he has SOME recourse should an issue like the arise again.
Regards,
[redacted]

Revdex.com spoke with [redacted] today and he stated the following:
The system was done in 2013.  We installed a partial drain tile system to empty to the sump pit and then the sump pump will discharge it outside.  He does not have a large yard, he has a pool, he has neighbors close...

by, there is really no place to dispel the water coming out of his system.  It does vary from property to property depending on many factors.  In the beginning we tried to assist the customer, and we continued to go back and relocate the pipe that was dispelling the water onto his property.They were complaining about making the complaint and stating that we did not do the job properly and we dealt with it.  I sent someone out immediately and he stated that the pipe is buried and frozen.  We did bury it and it was pitched properly and running water does not freeze, and it drained into the yard.  Snow built up, and the water was not able to escape the pipe and it froze, so his pump was continuously running.  
We sent our guy out and he noticed that this was more than he could address so an appointment was set up to make a permanent fix.  [redacted] came back and advised of the date he would address the issues.  [redacted] went back and he had to cut a few holes in the customers new drywall and a hole in the ceiling to make the corrections.  I told [redacted] to let the customer know that we would send [redacted] out to address the drywall issues.  I spoke with the wife on Wednesday, told her [redacted] could be out on Monday - she was not happy with that, so [redacted] was out there, I believe, Friday, Saturday, and Sunday I think.  I gave her [redacted] cell phone so they can easily communicate as with drywall finishing, multiple trips have to be made.
[redacted] and I received a text that there was a death in the family and they would like a rain-check.  I texted him back on Friday expressing my sorrow.  He called on a Friday the following week, and I was unable to answer the phone.  [redacted] then left a few upsetting messages over the weekend and apparently they were having a party the following weekend.  I called [redacted] back on Monday and he did not answer.  I then called his wife and asked her what the issue is and they were upset that I had not called them back.  There was some back and forth between myself and his wife, but it was not anything serious.  We have already started the repair and we only need to get back in there one more time, and he was very upset and was slandering our company and I did end up hanging up on him.  I called [redacted] and told him to please contact the customer and get this taken care of.
His wife texted me after the work was completed and stated that [redacted] did a great job and they were happy.  I texted her back stating that is great and apologized for any misunderstandings, she stated everything was fine and then I received this complaint.
As far as us using the consumers tools, we did use a broom that we should not have, but I did buy and deliver a new broom to him.  I am unaware of any other tools that were used, if there were other tools used, he can let me know and I will address it.