ComplaintsforIWP Foundation Repair

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to do a basement drain tile job. They sent unqualified people that destroyed personal property and left huge amounts of dirt and debris in my basement. They came back multiple times and still have not done one thing to fix the items they had been hired to do. The damage to the house that they caused is over $5,000 and the personal items is over $3,000. I can not believe that in 3 months they could not get a qualified person to come and work on the job they accepted money to perform.

  

  Business response

  08/05/2024

  Dear BBB Review Team,
  IWP Waterproofing respectfully requests that this complaint be dismissed and not docketed. We believe this complaint lacks merit and appears to be an attempt to unjustly leverage our business.
  Background of the Complaint:
  Communication and Transaction Details:
  The initial appointment, all subsequent communications, and the payment for the job were handled by *** ********, not **** ********.
  Customer Complaint:
  The complaint arose during the final stages of the project, regarding concrete dust on a couch.
  We immediately addressed the issue by offering to have the couch professionally cleaned. A cleaning company reached out to *** ******** to schedule the service. However, *** claimed the couch was covered in physical concrete, leading the cleaning company to refuse service based on his description. In our professional opinion, the couch could have been cleaned effectively.
  Resolution Efforts:
  In an effort to ensure customer satisfaction, IWP purchased a brand new sectional couch for the homeowner.
  Prior to delivering the new couch, *** ******** signed a "Release of All Claims" prepared by IWP General Counsel. This release was sent to him on May 23rd and returned signed on May 30th.
  Despite signing this release, *** ******** subsequently hired an attorney and filed this BBB complaint, which we believe is unfounded.
  Additional Claims:
  The customer's recent claims that IWP ruined the washer and dryer were never brought to our attention until the negative reviews began. These issues were not mentioned during the project's completion or during our efforts to resolve the initial complaint about the couch.
  Furthermore, the claim that the couch was "dropped" during delivery is completely false. The couch was delivered with utmost care and professionalism.
  Supporting Documentation: We have attached copies of the signed release of all claims, along with the correspondence between ********** attorney and IWP General Counsel. The original signed contract from *** is included as well.
  
  Conclusion: IWP Waterproofing has acted in good faith to resolve the customer’s concerns, going above and beyond by replacing the couch entirely. Given that *** ******** signed a release of all claims and our efforts to address the issue were substantial and reasonable, we request that this complaint be dismissed.
  Thank you for your understanding and consideration.

  Customer response

  08/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not done the things they have said in the response.   They are trying to evade responsibility for their actions or lack of actions in this case.  They have done thousands of dollars in damages to the basement and not completed any of the tasks they have been paid to do.  By law they are liable for damages and responsible for the job they have been paid to do.   In no way am I asking for items that have not been paid for or asking for them to do something outside of what they were hired to do.  The communication with the company is beyond terrible and the owner runs from his responsibilities.   They need to own their failures and take responsibility for their actions.  
  
  Sincerely,
  
  *** ********

  

  Business response

  08/22/2024

  Regarding Complaint ******** made by *** ********, the aforementioned ‘Release of All Claims’ is signed and attached, dated for May 23th. His complaint was submitted to BBB on August 2nd, after he signed off stating that IWP does not owe any further settlement, that IWP had compromised on such disputed claims, and gave IWP release from further responsibilities. 
  

  As well, the execute contract and all repairs were for 1158 S Fabrique Drive, not the consumer's address of **** * *********** **, therefore the original claim "they sent unqualified people that destroyed personal property and left huge amounts of dirt and debris in my basement." is invalid. 

   

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in June and the previous owners hired IWP to do some foundation repair prior to closing. Unfortunately, IWP was not able to make it out until Monday, July 18th. While they were completing the job, one of the guys bumped our toilet and it started leaking. As there was a contractor who had been at the house that morning and would be back, the IWP worker told us to have him look at the toilet, fix it, and then contact the IWP office with our address and the bill and they would take care of it. Later that week when we got the bill for the toilet, we contacted the IWP office, gave them our address, and submitted our receipt for the toilet ($***) and the contractor bill ($***), as we were told to do. We were told that the person over our job was out but they would pass the info along. The following week we received a call from Camden at IWP who said that the toilet was already broken prior to their arrival and someone had rigged it to not leak and they would not be paying for the bill. The toilet was not leaking prior to the IWP crew member bumping it. We had an inspection performed on the house prior to closing and the toilet was performing fine, we had other contractors in and out of the bathroom prior to IWP coming out and there were no issues. Had we known that IWP was not actually going to pay to have the contractor fix the issue, as they told us they would, we could have saved a lot of money by replacing the toilet ourselves. Instead, we were lied to and when I tried to explain the issue to Camden (who was not on the job site) he told me that it's the crew members word against mine and that he would not have said that. Camden also refused to give me his manager's information after I asked multiple times.

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/08/01) */ We purchased our home in June and the previous owners hired IWP to do some foundation repair prior to closing. Unfortunately, IWP was not able to make it out until Monday, July 18th. While they were completing the job, one of the guys bumped our toilet and it started leaking. As there was a contractor who had been at the house that morning and would be back, the IWP worker told us to have him look at the toilet, fix it, and then contact the IWP office with our address and the bill and they would take care of it. Later that week when we got the bill for the toilet, we contacted the IWP office, gave them our address, and submitted our receipt for the toilet ($***) and the contractor bill ($***), as we were told to do. We were told that the person over our job was out but they would pass the info along. The following week we received a call from Camden at IWP who said that the toilet was already broken prior to their arrival and someone had rigged it to not leak and they would not be paying for the bill. The toilet was not leaking prior to the IWP crew member bumping it. We had an inspection performed on the house prior to closing and the toilet was performing fine, we had other contractors in and out of the bathroom prior to IWP coming out and there were no issues. Had we known that IWP was not actually going to pay to have the contractor fix the issue, as they told us they would, we could have saved a lot of money by replacing the toilet ourselves. Instead, we were lied to and when I tried to explain the issue to Camden (who was not on the job site) he told me that it's the crew members word against mine and that he would not have said that. Camden also refused to give me his manager's information after I asked multiple times. Like quoted in the complaint, this individual was not the customer, they did not pay for the services, the previous home owner did. We also have time stamped pictures of the toilet broken before we started.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩