WPS Commercial

Initial Business Response / [redacted] (1000, 6, 2015/11/18) */ We appreciate the opportunity to respond to Mr [redacted] 's complaint of We have thousands of satisfied customers, and we continuously strive to improve every aspect of our processMr [redacted] 's comments would indicate we need to focus on communicationWe talk daily to clients to discuss all facets of their projects so it is perplexing that our customer relation processes were not effective in this case We performed the major item on the contract successfully, the installation of a drain tile systemIn the area of the window well drain pipe leaking onto the basement floor, we responded to Mr [redacted] 's call within the time frame that was mutually agreed upon in the contract, and installed the pipe directly into the drain tile systemIn Mr [redacted] 's picture there appears to be leaking still, we did not know of this situation until we received the picture via the postingWe would need to look at this further to determine the cause and developed suggested solutionAs to the issues with windows and the resulting leaking, we need access to the windows to determine the best method to repairWe are not a window contractor but we are involved with basement windows as they can and do interface with the prevention of water intrusion into a basementWith further study we could likely make a recommendation for the adjustment to the windows that would prevent further issues The biggest part of the project was the successful installation of a drain tile system that included a sump pit/pump/lidThis portion of the project is working as designedThere is no reference to cove plate on the home owner approved drawing or contract, so we did not install it The communications that Mr [redacted] details does not correspond to our recordsWe did receive several calls and responded accordingly; going to his home on three separate occasions We subsequently received notification from Mr [redacted] 's credit card company that they had processed a charge back for the amount of the contract as Mr [redacted] had filed a charge back request with them because he was having leaks around the windowWe provided the pertinent information about this project to the credit card company's investigative staff and they determined that we had indeed fulfilled our obligations and refunded us the contract amountWe feel that this is a very important aspect of this case, the home owner's credit card company investigated the issue and found that we had in fact fulfilled our obligations and proceeded to refund the money back to Waterproof Solutions for the project In order to find the solution to Mr [redacted] 's leaks around the window well drain pipes and window, we would propose that an investigation be conducted of the interface between the window, the frame, the existing sealants, the foundation wall, the condition of the window well covers and the rate of flow from the well in a rain eventWith this information a solution could be developedWe would gladly offer to be a part of this effort Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't currently have access to my computer to respond fully to this but want to make it clear the main issue was the window drainsThe biggest part of the project was NOT the installation of a drain tile system that included a sump pit/pump/lid, which also was not done correctly with cove plate(Huge issue) Also the credit card company is still investigating the issues and has many pages, photos, and third party documentation of mistakes and issues caused at my houseI just spoke with them after I saw this response and was assured the issue is not resolved and they are still investigatingOnce I get the next letter from them dated today staying this I will post if this issue is not resolved at that timeTo me this just proves not to trust this company if they are going to lie about the issues

This was a very unfortunate situation for Mr *** and our companyHowever we have met with him and believe our solutions will more than satisfy his concernsWe are eager to proceed with this project knowing this has been resolved

Final Consumer Response /* (2000, 8, 2015/10/12) */
The company said they would refund my money. Hold off for a few days

Initial Business Response /* (1000, 6, 2015/11/18) */
We appreciate the opportunity to respond to Mr. [redacted]'s complaint of 11.09.15. We have thousands of satisfied customers, and we continuously strive to improve every aspect of our process. Mr. [redacted]'s comments would indicate we need to focus...

on communication. We talk daily to clients to discuss all facets of their projects so it is perplexing that our customer relation processes were not effective in this case.
We performed the major item on the contract successfully, the installation of a drain tile system. In the area of the window well drain pipe leaking onto the basement floor, we responded to Mr. [redacted]'s call within the time frame that was mutually agreed upon in the contract, and installed the pipe directly into the drain tile system. In Mr. [redacted]'s picture there appears to be leaking still, we did not know of this situation until we received the picture via the posting. We would need to look at this further to determine the cause and developed suggested solution. As to the issues with windows and the resulting leaking, we need access to the windows to determine the best method to repair. We are not a window contractor but we are involved with basement windows as they can and do interface with the prevention of water intrusion into a basement. With further study we could likely make a recommendation for the adjustment to the windows that would prevent further issues.
The biggest part of the project was the successful installation of a drain tile system that included a sump pit/pump/lid. This portion of the project is working as designed. There is no reference to cove plate on the home owner approved drawing or contract, so we did not install it.
The communications that Mr. [redacted] details does not correspond to our records. We did receive several calls and responded accordingly; going to his home on three separate occasions.
We subsequently received notification from Mr. [redacted]'s credit card company that they had processed a charge back for the amount of the contract as Mr. [redacted] had filed a charge back request with them because he was having leaks around the window. We provided the pertinent information about this project to the credit card company's investigative staff and they determined that we had indeed fulfilled our obligations and refunded us the contract amount. We feel that this is a very important aspect of this case, the home owner's credit card company investigated the issue and found that we had in fact fulfilled our obligations and proceeded to refund the money back to Waterproof Solutions for the project.
In order to find the solution to Mr. [redacted]'s leaks around the window well drain pipes and window, we would propose that an investigation be conducted of the interface between the window, the frame, the existing sealants, the foundation wall, the condition of the window well covers and the rate of flow from the well in a rain event. With this information a solution could be developed. We would gladly offer to be a part of this effort.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't currently have access to my computer to respond fully to this but want to make it clear the main issue was the window drains. The biggest part of the project was NOT the installation of a drain tile system that included a sump pit/pump/lid, which also was not done correctly with cove plate. (Huge issue) Also the credit card company is still investigating the issues and has many pages, photos, and third party documentation of mistakes and issues caused at my house. I just spoke with them after I saw this response and was assured the issue is not resolved and they are still investigating. Once I get the next letter from them dated today staying this I will post if this issue is not resolved at that time. To me this just proves not to trust this company if they are going to lie about the issues.