Woods Basement Systems Reviews (%countItem)
Woods Basement Systems Rating
Address: 524 Vandalia St, Collinsville, Illinois, United States, 62234-4041
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I hired this company to address a crack I had in my foundation and a gap in the brick work on my home,I was told that if they lifted the walkway and filled with poly it would tighten the crack in my foundation,which it did however it did not close the gap in my brick. The walkway was raised to much and is slanted,it looks horrible and they got this product on my concrete sidewalk and home, they agreed to come out and address these issues, yet they continue to be a no show with no calls to me what so ever. I paid them $3500.00 I should not have to make multiple calls to address this matter.
We are sorry that there is a delay in response and in correcting this at your home. I will walk over to speak with the customer care manager this morning, 8 AM!
Juan and crew did excellent job. I was impressed with them. Office wise woods needs to get it together.
Yes, Juan is great and we appreciate the worked needed on the office too. Busy year so we are adding two on the office team to help with this for the future. Thank you for sticking with us.
The company was very thourough. They explained details and even sent videos for better clarification. The installer, Juan was very professional and patient with me. I asked a lot of questions along the process and he gave me very informative answers. I have used the company many years ago and was happy then as well.
Our guys love questions and helping restore basements and crawl spaces. Thanks for telling us about your great experience.
I hired Woods Basement Systems on 9/2/2019 because my basement was flooded and they were supposed to fix the rafters, install a pump and fix the walls. I paid them a deposit of $5450.05. They sent a crew out on 9/14 to fix the walls. They told me there was a safety issue and they told their boss they were not going to do the job because it was unsafe. I told them I wanted a refund. At this point, they have not refunded any money. They told me they would come out and re-bid it. I told them I am done with this situation and want my money back. If they can't do it, what is the point of re-bidding the job?
Complaint: ***
I am rejecting this response because the response is untrue. I spoke with *** who referred me to his boss but that guy never called me back. I also called the salesman who offered to rebid the job but I rejected his request as this would be the 3rd rebid. I just want out of the contract and since that request I have not been in contact with anyone from the company. I have scheduled a new company to come to my home to secure the floor joists.
Sincerely
Hello, our customer care manager has reached out to our customer about his request so it should be resolved at this time. Thank you.
Hello, I spoke with our customer Friday afternoon the 4th of October 2019 to apologize that his request was not processed. I am speaking with accounting and the customer care manager this Monday to take care of this. Thank you.
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, I should be paid Friday Oct. 11, 2019
Sincerely
I talked to *** in Customer Care this past Friday on Oct 11th and was told that I would only be getting $1781.78 refunded to me. When I did not agree with this I was told by *** that he would write a second check for $3668.27 to give me my full refund. Two days ago I received the first check of $1781.78 but to this day have yet to received the second check for my full refund. I have been trying to get in touch with *** and others with no response.
Hello, I spoke with *** this morning and he told me he had gotten a call from Jeremy, our customer care manager, yesterday. As of today this is all taken care of, thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and I have received my refund. I am now satisfied.
Sincerely
Basement is leaking after paying to get it fixed contacted company several times and no response to solve issue
Hello,
We did our original work in 2011. This year we sent out one of our service team to respond to some leaks after an August 2019 heavy rain. The service report indicated that some of the leaks were coming in through the glass blocks of a window. We did not use block glass for that window for any of our work. Second, a wall crack had begun to leak in her stairwell and we offered to do that work to stop that new leak that was not part of our original work in 2011. This was offered on August 31, 2019. We were told that she was going to get a second opinion about this so we were waiting for her to re-contact us.
We are sorry for any miscommunication we caused when we spoke with our customer on September 10th of this year about what would be considered warranty work and what was considered new work.
We will do any of the warranty work under the scope of our contract for previous work we performed but there is an additional amount needed for new work, thank you.
Hello,
We did our original work in 2011. This year we sent out one of our service team to respond to some leaks after an August 2019 heavy rain. The service report indicated that some of the leaks were coming in through the glass blocks of a window. We did not use block glass for that window for any of our work. Second, a wall crack had begun to leak in her stairwell and we offered to do that work to stop that new leak that was not part of our original work in 2011. This was offered on August 31, 2019. We were told that she was going to get a second opinion about this so we were waiting for her to re-contact us.
We are sorry for any miscommunication we caused when we spoke with our customer on September 10th of this year about what would be considered warranty work and what was considered new work.
We will do any of the warranty work under the scope of our contract for previous work we performed but there is an additional amount needed for new work, thank you.
Complaint: ***
I am rejecting this response because: The business is first responding to two separate issues. My concern is with the damage on the side of the house that there services was supposed to protect and insure there was no water entrance on that side but yet there is water leak on that side and the spot were the water is coming from is were Woods Basement removed steps from. The employee that was sent to my house told me that he would talk to his manager about repairing the leak but I would have to pay for my steps once again to be rebuilt as I did when the work was first done. A week later I hadn't had any response from when there were coming back to repair or the next steps. I called the office and the guy told me he had not had a chance to talk to the manager and would calls me by the end of day and once again no call back. I waited another week called back again and employee told me again he would get with his manager and to today still no response. Terrible service and follow up after all this money I am still dealing with the same water issues.
Sincerely
Complaint: ***
I am rejecting this response because: The business is first responding to two separate issues. My concern is with the damage on the side of the house that there services was supposed to protect and insure there was no water entrance on that side but yet there is water leak on that side and the spot were the water is coming from is were Woods Basement removed steps from. The employee that was sent to my house told me that he would talk to his manager about repairing the leak but I would have to pay for my steps once again to be rebuilt as I did when the work was first done. A week later I hadn't had any response from when there were coming back to repair or the next steps. I called the office and the guy told me he had not had a chance to talk to the manager and would calls me by the end of day and once again no call back. I waited another week called back again and employee told me again he would get with his manager and to today still no response. Terrible service and follow up after all this money I am still dealing with the same water issues.
Sincerely
Hello, we are ready to do whatever the warranty work requires under the scope of the original work. I will reach out to her to set this up. Please understand that any work not covered in the original contract may require some additional payment. Thank You.
Hello, we are ready to do whatever the warranty work requires under the scope of the original work. I will reach out to her to set this up. Please understand that any work not covered in the original contract may require some additional payment. Thank You.
Complaint: ***
I am rejecting this response because: all work is in scope to
Sincerely
Complaint: ***
I am rejecting this response because: all work is in scope to
Sincerely
My system defaulted Aug 12th causing my finished basement to flood and ruin everything. This is where my daughters room was. She has been living in the living room since. The repairs are all under warranty. They have been to my house 4 times to correct the issue & as of today it is still not corrected. The 1st attempt to correct the issue was a horrible experience. The workers left mud smeared all over my basement & let the basement a bigger mess than it was. Also, the problem was not fixed.
Hello,
We have scheduled a repair/warranty date to fix the problem at her home on October 14th. I have left her a voice mail today to follow up about the damages and a possible reimbursement. Thank You.
Complaint: ***
I am rejecting this response because:
I have received a voicemail from the business and return the call. I am still waiting to speak to someone in management live.
Sincerely
Juan *** and his team spent 3 days installing our project. They trenched almost completely around the inside of the house and installed a pumping system and a dehumidifier. They carefully explained everything. Juan walked through with us at the beginning and the end of the job, and notified us of any alterations required (only a couple of minor ones due to the construction of our house). They were on time, courteous and cleaned up well after the project. We would recommend Woods and Juan to anyone.
Wonderful, kind words for our team, thank you. We will pass this along to everyone here so Juan and his crew will get their well deserved shout out! Thank you for choosing us.
Did good job, courteous, hard working. Nice to have around! Juan ***!
Thank you for choosing us and for sharing how well our crew did for you!
A salesman from this company came to our home a few months ago to give us a bid. They promised that they can get the job done the fastest. He told me they could file for my permits right away and they would start job as soon as they received the permits. It took them three weeks to file for the permits. Then when they finally received the permits, they told me that they couldn't start the job and I wouldn't be pushed to the front to have my job started. Even though this was promised by the salesperson. We were told they could start October 3, 2019. I told them that was too late and we had another company that could start sooner. He said his boss told him never to lose a job over timing and he would make it started before that. Now they are telling me the start date is October 3 and they will not move it up unless someone cancels. We have already waited a few months for them job to start. I left messages for them to contact us and told them they needed to respond or I would file a complaint with the Revdex.com. I spoke to a woman and she said they couldn't move us up. They sent two employees that came out because we have cracks where so much water is coming in especially when the rain comes. I asked if they can send someone out to at least fix the cracks. He said according to the contract, they were only putting a seal on the crack. We told the salesperson we wanted the cracks cut in and sealed, not just painted over. The employee told me we were only getting the seal and it really doesn't do anything for it. He also told us we didn't really have to move any furniture for the crack repair even though other companies we received bids from said we would. Then when the employees showed up they said they needed 4' from the wall to make the repair. We have paid them $2500 so far. We feel mislead by the salesperson. He didn't even put the cracks on the contract.
We are sorry we could not schedule this work sooner on our schedule for you. We are sorry the salesman didn't clearly communicate with you about your installation date. I checked on your account and it shows that we did come out to try and slow down those leaking cracks. This was just to get us to the installation date so we could do the rest of the work and waterproof those cracks. If that was confusing we apologize. Please contact our DIRECTOR of Customer Care as soon as possible to complete your request to get the cracks repair and waterproofed. THIS IS IMPORTANT because there is a cancellation note now on your account and he can help with that once you can get with him, thank you.
Complaint: ***
I am rejecting this response because: the salesman told us what ever it took to get our business. there was no misunderstanding. the face that I called 4 times and never received a return call from either the salesman, who I also called 3 time, or the company, is too concerning. I have no confidence Woods will do a good job. what the men who came wanted to do is not what we told the salesman we wanted.
Sincerely
Hello,
We are sorry we could not accommodate the schedule date the salesman talked about. As stated, the salesman should not have spoke about the schedule until after speaking with our office about an actual date. The office staff have a set number of dates and jobs to schedule and per week and once a month is full that is it for openings.
During the calls and follow ups to get this scheduled and taken care of we had small amount of time to get a team out for part of a day to seal the cracks and try to slow the leak until the appointment time to do the complete the whole job. We are sorry for any miscommunication about what was being done but this short visit that part of a day was not the complete scope of work. We can do the work as requested and expected by the homeowner and supply a written transferable warranty after completion. Thank you.
Complaint: ***
I am rejecting this response because: if there was only one issue perhaps it could have been resolved. if only Woods had returned my calls, and not wait for Revdex.com to notified them it could have been resolved, If the crack had been repaired the way we requested, it could have been resolved. if only the salesperson would have been strait forward with his dates and not tried to miss lead us to make a sal
Sincerely
Juan Hernandez and his crew of two other guys came out to put in a pump system for us. They were on time, fast, efficient, clean, courteous and Juan explained everything very well. We would definitely recommend Woods Basement, Juan and his crew. Thanks
Hi and thanks for the letting us know about your great experience with Juan and his crew.
Woods Basement Systems is the best! Very thorough, professional AND neat and clean! The entire team was on time, exceptionally polite and professional. The workmanship was excellent! Thank you, Woods and led by an incredible foreman, Juan ***!
Thanks for the review and will will tell the team how happy you are. We appreciate your business.
In short, this company uses high pressure sales tactics and is more interested in taking your money than providing support and good service to their customers. I called for a quote to repair a foundation crack in our basement. The sales rep told us the only fix was to install an expensive drain system and not repair the crack. Turns out all I needed to do was get my gutters cleaned. Now after cancelling they are refusing to return my deposit. This is unacceptable. Woods did not inspect my current drainage system to see that the system was clogged and unable to direct water from the problem area. I would have expected woods to do a thorough evaluation of my current system before recommending anything. Red flags went up immediately at the end of the quote session when I asked if I would not see water come through the crack. I was told he could not guarantee that and was told they could put the vinyl surround on the walls so we wouldn't see the water seeping in. This is not a fix at all and the true fix was a simple gutter cleaning. I was told we had to make the decision that night to get the 5% discount. It was very high pressure and now when I find all this out they are refusing to give me my 30% deposit back. Do not expect this company to fix your problems, expect them to recommend products you do not need to get money out of you. Please look at their reviews on ***, they have done this to other people as well. Do what is right Woods, give me my money back. You have provide ZERO value to me, and did not do a thorough inspection. You should have never recommended anything to me, you clearly didn't not do a full inspection and still took my money. This is clearly a SCAM. These are common parts your company uses every day, I do not accept that you can't give me my deposit. My installation was scheduled over a month away, end of Sept. 2019 Beware future customers, go somewhere else.
Thank you for telling us how you feel. We are sorry that you feel so poorly about the repair work we proposed to make sure you basement would stay dry all the time in the future. We have several exclusive patented products and depending on the specific issues with a basement, we will advice on the best way to stop that problem. To stop water from leaking through a wall crack means either inside sealing of the wall or outside sealing. We have found since 1986, that neither work as well as people expect and for us to provide a complete warranty for a dry basement and a dry basement all the time is why we proposed the work for your basement. Additionally, once water has made a pathway to get into a basement, it will happen again sometime in the future. Also, gutters do not collect all the rain that falls around a home so that cannot be totally relied upon to stop a leaky basement and keep it dry all the time. As for the deposit, it is yours on your account for any future work you may need. Again, sorry we were unable to help you at this time.
Horrible business, I had a appointment that was scheduled 2 weeks prior. They canceled and I had to wait another week to get another appointment. They acted like they didn't care. Also they put me behind people that scheduled days after me, that's ridiculous. They are very unprofessional. How they are a A+ with the Revdex.com is beyond me. The right thing to do would have been to reschedule. The people that scheduled after I did. Then send someone out the next day. That's how a professional business should of handled it.
Yes, you are right and we will try and make that schedule switch in the future to better serve homeowners in need of our services. We are sorry that this happened to you.
Clint did a great job explaining our system on the house we purchased
Thank you for this review on how much Clint was able to help you.
very professional, and courteous! Juan was especially helpful and honest. Thank you so much for a job well done!
Thanks for sharing with us about Juan and his crew. Juan truly cares for each homeowner he works for and we are very glad to have guys like him on our team.
Juan H and his crew did a fantastic job with waterproofing my basement. He was concerned about making me happy and doing what was needed to get the job done.
Thank you for telling us about the fantastic job *** and his crew did for you. We will pass this along to them and to our team.
We contracted with Woods Basement Systems to level our cracked and uneven basement floor and to fill all voids under the floor and to fill all the cracks in the floor. Woods did not complete the job as there are still cracks that did not get repaired. After repeated phone calls, Woods sent a man out to look at what had and had not been done and said he would get back to us. He never did. Since then, we've called Woods Basement Systems at least six times and have been totally ignored.
Our customer is important to us. We are sorry that the communication broke down between us. We are ready to do any of the warranty work requested by our customer under the scope of the work and terms of the contract. It was our understanding that some of the items in the basement needed to be moved to allow us access to better level and fill voids under the floor. We realize that was 4 weeks ago and we should have called to follow up to see if they were ready for us to schedule the work. Additionally, we filled the largest crack for free at the time of our original work. Sealing the cracks were not a part of the contract and by us doing one for free may have confused our customer in that he was expecting all the cracks to be done as well. Since that is outside the scope of the contract, we could seal the cracks while doing the warranty work but there will be an additional cost. We will make every attempt to minimize that cost for the crack sealing. Thank you for your help with our customer.
Complaint: ***
I am rejecting this response because:
The basement is still not level, the water heater still does not have support on the floor, and we expected to hear back from the company after many calls and one of Woods people came over to look at our basement after the work they did. This man, after looking at the work, told us explicitly that he would get back to us and never did. We feel our concerns have been totally ignored and Woods Basement Systems only does the barest minimum of work they feel they can get away with and the customer be *** after they have full payment. We lived up to our contract, but they have failed miserably to live up to their side of the contract.
Sincerely
Hi, these are 4 photos of this customer’s basement, that we did move some items to install our work but to do what they are asking more needs to be moved. Of course for privacy we did not post these photos on our repsonse but wanted someone there to see them to understand the situation with more information. We are careful of what and how much we move because in the past we have been acused of breaking items. When we do we pay and even if we didn’t break it we pay so that is what we are trying to avoid.
We did seal part of that large floor crack for free, crack sealing was not in the original contract. We are able to do a repair under the floor at the hot water heater but as to the rest of the repair the work the area needs to be opened up somemore.
Again we are sorry for this and will do any and all warranty work abiding with the contract and scope of work. To add more material under the floor to support the hot water heater, we can do that. While there, we can also do the other warranty work so once we know that is agreeable with the customer we will call to set up that appointment for their repair.
Complaint: ***
I am rejecting this response because: Before we can accept the offer from Woods Basement Systems, there has to be a complete and agreeable understanding of the warranty from them. We appreciate the fact that at last there is some communication from this company, but given past history, we don't want that communication to stop until we have their promise to live up to the warranty specified in their literature.
Sincerely
The technician that came to my home today was unbelievable. He looked at my problem as if it were his own home and solved a not so easy situation. His name was Juan ***. He's welcome back anytime. This was my third experience with Woods. They go the extra step. You're more than welcome to use my name.
We agree, Juan is awesome! Thanks for sharing about how well he did at your home.
Had some attic work done by Woods Basement less than a year ago - there were a number of challenges during the install but at the end of the day I accepted the work that was done. Now the radiant barrier product that they stapled to the roof rafters are pealing down. I am not certain if it is a problem related to the product quality installed by Woods Basement or if Woods Basement installed it incorrectly. I have contacted Woods Basement via email with the videos below and am getting no response. I needed others to understand my experience in how they stand behind their work in hopes that it will help them make a decision about their use of the company.
Hello, we will always stand behind our work and we are sorry that the response to our customer's email took longer than it should have to correct their concerns. We have a service appointment scheduled to do all the necessary repairs under the work warranty. Warranty work is at no cost to the customer. Once that work is completed their warranty is still 100% in tack. Tell us why here...
Jaun And his crew did great job, would have them back to work again!
Thank you for telling us about Juan and his crew. We will let them know about your nice review about their very good work.