ComplaintsforPep Waterproofing & Foundation Repair

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a signed contract for work to be done at a rental property that we own at *** ***** ****** ***** **. That contract specifies that the front porch would be removed as part of the foundation work that was being done by Pep. Pep subbed it out twice. (I was told this by an employee of Pep's.) They didn't remove the front porch as contracted. It was approximate 5' x 6' with two steps coming down to the walk. The porch was tied into the foundation. Due to the dryness this summer, there was cracking in the porch. They dug down into the footing and jacked it up, but they didn't remove the porch as contracted. I paid a deposit of $2430.00 to Pep. The work is not completed, and the porch is hanging there. They also knocked the corner off the porch when they were excavating. They also didn't tell me that they were subbing it out either. The house is currently occupied and this is a safety concern for me and for the tenants.

  Business response

  11/14/2022

  I am in receipt of the complaint and taking matters in my own hands. I have talked with all my team-members in regard to this matter as I am coming into this blind. The uncertainty of "subbing" the work, which is incorrect, and I/we was under the impression scheduling is on top of claimant's concerns as my General Manager, ******* ******, has in his schedule to finalize said work for Wednesday, November 16 to resolve **** *********** request (Although, homeowners had not been contacted yet due to ******y needing a flexible schedule but intentions was to be completed this week!).  Therefore, I am at a loss at this point of the concern.  I have reached out to the *** ********* to schedule a meeting with me and **** *********. Resolution still pending.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Pep a few years ago to solve water issues in our basement. To their credit, they did correct some of the problems. However, they created water issues that I did not have in the past and I will not be able to put any type of flooring down until problem is resolved. In the past, they responded satisfactorily to our request to resolve the issues. Unfortunately, none of their efforts corrected the problems. The seams in the concrete where they dug the trench to install the drains produces high amounts of moisture that will saturate wood or any product put over the seams. They seem to have exhausted there abilities to solve the problem and are not returning phone calls. They boast lifetime guarantee on their services. I will have to hire someone else to correct the problems they created. My initial payment to them was $10000. I feel like I should I should be compensated for the efforts I will need to make to correct the problem.

  Business response

  08/01/2022

  The complaint in question is not at all accurate. As the Owner, we have done nothing but supersede the service expectations to this homeowner and have consistently provided help outside of the warranty and has cost me numerous dollars amount in free advice/attempts!

  Please find attached a list of dated chronological efforts we have provided in our service including notes and discussions.  The primary issue with this home is minimal condensation under the floor which we absolutely have no control over...its nature!! Multiple times we have informed the homeowners to try a dehumidifier that helps control the relative humidity in a basement and they refuse to listen to our professional trade opinion!!  The homeowner keeps conducting self tests with wood blocks, after a timing he checks them and it shows a slight discoloration of dampness...no water pebbles, a dampness. Wood on a concrete porous floor will draw a dampness...period. Hence is why contractors for years have put treated lumbers of the base plates of a framed wall due to this factor.  It's science and my company cannot control what can't be changed. We was originally called for water/drainage issues across the floor which we fixed according to contract, corrected some neglect and even added onto the project at the cost of the company.  Condensation is not covered in the warranty and is expressed in the homeowners guide that was given to them upon final payment.

  Please review the attached documents that expresses all the steps for accuracy that we have taken in all efforts and good faith of my company. See attached now, plus the added details listed below:

  May 10, 2022 ******* ******, General Manager, and ******* **********, Production Manager, applied Professional Concrete Sealant on area of concern.

  June 23, 2022 ******* ******, GM, had phone conversation with *** ******** and informed him that as his schedule would allow but uncertain as to when due to lack of employee staffing, jury duty and schedule vacation that he would stop and apply an epoxy coating along the area of concern.

  July 1, 2022  ******* received a phone call from *** ******** and asked if we could put an epoxy coating over the entire floor and pay for the costs. ******* informed *** ******** that is a service we don't provide but will commence with just a coating in the area of concern, again for free.

  In conclusion, PEP has went above and beyond for *** * **** ******** and the accusations deeply hurt me and my company.  And no other company will be able to control the dampness they are asking us to do. Again, they need a dehumidifier, which I even offered to set one in for free and they bulked at that. I am not a dishonest person nor would I try to get out of anything of our fault or failure- EVER!!

  Customer response

  08/05/2022

  Complaint: ********
  
  I am rejecting this response because:

  As much as I would like to get this issue resolved between PEP and me, there are definitely some innacurate comments in the body of their response.

  1.  I have my own dehumidifier.  Ever since they told me to have a dehumidifier running, I have done so.  They have never offered a dehumidifier to me.  I have had my own for several years.

  2.  I paid to have an additional trench dug under the steps in my basements.

  3.  The blocks of wood they are referring to all started with 10-12% moisture content.  I placed several blocks along the seams in question, as well as in other areas close to PEPS work.  The moisture content increased dramatically in some areas along the seam.  The blocks of wood not placed on the seam increased minimally.

  4.  I bought a product from Home Depot called Dri-Core to see how it would react along the seam in question.  The area under the Dri-Core product was saturated with pebbles of water.

  5.  I have had numerous people look at PEP's work and no one thinks we should put a floor covering down in its present state.

  6.  The ultimate problem is that PEP created a problem that is going to cost me to fix.  They did fix some of the issues but have created more that will be costly.  I They have been to my house to correct the condensation problems along the seam but have yet to resolve it.  I'm surprised they continued to try and correct the problem when they accept no fault for the situation.

  7.  I feel that it'sPEP's ultimate responsibility is to repair or provide funding for someone to remedy the issue.  They suggested that I pay for the epoxy repair and I felt as though it was their responsibility.
  
  
  Sincerely,
  
  ******* ********

  Business response

  08/10/2022

  Once again, Our warranty specifically states, companies of our trade does not warranty condensation only entry of water along the cove, which is where the wall and floor meet for water management to a sump pump. That water is fixed and managed.  Although, PEP tried to remedy the situation for our customer as we always do...like I said, I have spent many of dollars with products and employee labor in trying to remedy the concern for the homeowner for something we can't fix against the construction of the home and nature.  Yes we created a problem from the beginning when we first installed the interior drain along the cove.  When the home was built years ago, there was a vapor barrier put down between the soil and concrete floor to control moisture absorption in the porous concrete.  When that barrier is jeopardized as such when we broke the original concrete along the cove and relief drains that run perpendicular to the interior drain, therefore, in the breach this now becomes an air exchange area of conditioned air in the basement and unconditioned air below the floor...this is called the dew point when those both air qualities meet creating water/condensation.  Just like when hot and cold air meet, it "rains".  This is why my company tried many of the concrete sealant to create a barrier on the concrete to eliminate that air exchange and/or "crystalize" the concrete to eliminate the concern.  This is something that is out of our control.  The unfortunate part, you can't stop moisture in concrete like the uneducated population thinks!

  The only remedy is to break the entire floor out, remove old soil/vapor barrier, reapply with 1" clean gravel in an appx thickness (which there is no evidence of any gravel under the the original floor just wet dirt and plastic with concrete poured on top of it!) and repour the floor.

  Also, another note...YOU DO NOT LAY WOOD ON CONCRETE EVER UNLESS IT'S TREATED CCA FOR THIS REASON EVEN FLOORING!  Basements are to be left unfinished floors, epoxy coatings, tile and even carpet but with a proper matting that will an air circulation underneath the padding.  Nothing of hardwood or any product that has wood particles!!  Even at this point of the homeowners concern it is somewhat recommended to proceed with any of the above mentioned finished floor types except wood.

  And, yes, I personally have said numerous times that I would provide one of our large basement dehumidifiers to the homeowner and my employees standing in the office, whether they relayed that to *** * **** ********, I am not 100% sure??.  I am a person with reason and fully accept responsibility if we fail to provide the contracted services and remedies to my customers but when we get accused of failure of contract demanding reimbursement, poor service, we caused problems and accusation that jeopardize my company and integrity - I have a huge problem with that!!!  There is no other company in my trade that would go above and beyond the way PEP has for this issue and past issues.

  On the claimant rejecting response dated 8/05/22, paragraph #3 states maintained at 10-12% moisture content.  This is referred to as Relative Humidity (RH) which this percentage is virtually nothing. All homes should maintain an appx 50-55%  RH to control the “possibility” of mold growth (mold needs 60% + moisture to grow) so you control the RH below the point mold can’t grow and so the house does not crack apart. Homes need a certain amount of moisture to stabilize the air quality, human air intake into the lungs and the material it’s made of – it’s a balance!! 

   

  Also, my response in paragraph 1 dated 8/10/22 explains the findings of *** ********’s experiment and allows my statement to be to true and scientifically proven.

   

  Customer response

  08/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  I understand PEP's response that they cannot control condensation.  I would suspect that as many years that this company has been in business, this is not the first time they come across this problem.  I would hope in the future that they would disclose the potential for this problem in older homes.  They need to let potential customers know that there could be cost associated with Pep's repair that will go above and beyond their bid that will become the burden of the customer.  The salesman, as well as supervisors and owner have been to my house numerous times, and as a group, they felt as though they could get the problem fixed.  I falsely assumed with their advertisement, consultations, and efforts, as well as their guarantee that they would make my basement waterproof.

  The wood blocks that have been referenced are blocks of wood that have been placed along the seams in question.  The tool I was using to measure moisture was a wood moisture meter.  I understand relative humidity in a basement is typically higher.  The problem was that the wood blocks along the seams contained extremely high amounts of moisture when compared to the wood blocks not placed along the seam.

  It looks as though I will be forced to find a solution on my own to fix the problem or hire someone else.  Unfortunately, I assumed Pep was the basement waterproofing professionals.  I would hope that PEP in the future will disclose the potential problems and additional cost to potential clients.
  
  
  Sincerely,
  
  ******* ********

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