ComplaintsforThe Basement Doctor of Cincinnati

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A sump pump system with backup was installed 2/23/24 with discharge into the backyard. It has caused a quagmire mushy, muddy ground that you can’t walk on. The yard guy mowed the yard and now there are deep tracks in the yard. The sale of our house is pending and this may cause us to lose the sale. When we called we were told tough the contract says they only extend 20’ so this is now our responsibility. No where in the contract or the sales pitch from the salesman was it disclosed or were we informed that we would be left with this mess. When it discharges it’s like having a spring in your yard. We paid them in good faith and are very disappointed that they will not address this problem.

  Customer response

  04/11/2024

  Per phone call from customer 4/11/24 2:45PM the business has resolved this matter and this complaint has been resolved. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a leaking basement that we wanted to finish. We had the basement doctor come and “waterproof”. They originally quoted us 1 sump pump totaling $12,740.07. 3 guys came for 3 days and worked from 8am-1pm. A few months after the job was finished, our basement leaked. We were told we needed to pay $500 more for another sump pump that we should’ve originally had because one couldn’t do the job sufficiently. We waited a couple months before we finished our basement to make sure it was no longer leaking and it hadn’t been. In Jan of 22, our brand new sump pumps failed and flooded our newly finished basement. The basement doctor discovered that their employees didn’t install the wall brackets correctly and had to cut 11 inches of our brand new drywall as well as take out some flooring and 2x4s to “fix” the issue. The owner, Andy, came with the foreman and was extremely rude to me. He tried to blame the issue on us, even though we had done nothing wrong. Fast forward to Jan. of 23, I wake up to the pump alarm going off. The bigger sump pump is not pumping water and is full to the brim and there is 4 inches of water backed up in our basement. We have a foreman come out, he says the pumps are working fine, takes the pump that’s full out, unplugs it, looks at it, puts it back in and it slowly starts draining immediately even though it wasn’t before. He installs a bigger pump. We had to take up our year old flooring along with the padding under the floor as well as cut 11 inches of drywall from the rest of the basement up and now we have to clean it all up and fix the issue because of the basement doctors faulty equipment and false advertising. They guarantee that once they install their products, your basement will be dry. This is now the 4th time they’ve had to come out since installing their equipment. The owner and office staff is extremely rude. The workers only care about getting jobs done quick and not correctly to get their bonuses.

  

  Business response

  01/19/2023

  We have contacted the customer and put in a much more powerful pump at no cost to the customer.

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our sump pump motor stopped working. We bought the house in Dec 2018 and were told the pump was installed in Aug 2018 and had a lifetime warranty. Have all the paperwork. Motors have failed multiple times and always covered under warranty. Today I am being told that my warranty is not valid because there is a catch basin in the driveway. That was there when we bought the house also. I now have to pay $1000 for a new motor. They are telling me they can see where motors have been replaced under warranty, but that these were mistakes by other technicians. I was showed notes that are "on my file" that one tehnician said in May 2020 that because of the catch basin my warranty was not valid, but I was not told this and I believe that motor was replaced free of charge. I feel as though they are changing the rules to suit them. The technician today is very nice, but apparently unable to do anything.

  

  Business response

  11/11/2022

  We are not, nor do we ever want to void anyone's warranty. But our contract states that leaves and debris must be kept clear of our pumps in order for the warranty to be active. We have discussed this with the current homeowner and have come to an agreement.

  Customer response

  11/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were very accommodating and understanding.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The basement doctor came out to provide and estimate for foundation repair on 10/25. They went over our options and provided and estimate of the work. They proceeded to tell us that in order to get on the schedule we would need to make a deposit which we did of $3100.00. We were then placed on the schedule for work not starting until January 23rd. I'm very concerned about the state of our foundation so after this time knowing we had about 3 days to cancel this transaction, we decided to go with another local company to do this work within 3 weeks. I called to cancel this work on 10/31 four business days after the transaction and was told I was not getting my deposit back. I have not yet heard from the manager of the employee that came out yet. Also my check was cashed on Wednesday October 26th, not allowing for the 3 day grace period. I'm just looking to get my deposit back and go about getting my house fixed. I appreciate the Basement Dr. coming out to give us and estimate, but at this time have chosen another company to do this work. When your investing this kind of money I think its fair to say you want to get several estimates before making the final decision.

  

  Business response

  11/02/2022

  The customer has been issued a refund.

  Customer response

  11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 

  I appreciate the Basement Doctor making good on this refund so quickly. 

  
  Regards,
  
  ***** ***
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Basement Doctors add an egress window to my basement. The work was completed on September 6th and 7th of this year. After installation I noticed some issues that I think need resolved. In the installation crew's defense, I did not address my concerns with them while they were onsite. I noticed them later. The following Monday I tried reaching out to my salesman and got voicemail. Tuesday 9/13 I tried again and got voicemail saying that he would be out of the office for a while and to call Julie in the office. I called her and she listened to what I had to say and told me that my salesman would be out until the beginning of October and she would have someone call me before the end of the day. I never got a phone call. I did get an email wanting me to fill out an online review, which I did stating my concerns with no response. I waited until 10/3 and called my salesman again. He got back to me on 10/4 and I explained everything. He assured me that he would get with supervisors and get me answers to my questions and problems. Ten more days went by with no response, so I called him again on 10/14. He got back later in the day and explained that someone else, I believe named Michael would be contacting me to help. It is now 10/24. Ten more days have passed with still no response. In the end I just want what I paid for. When Donny was bidding the project one of the big points that he brought up was a drain in my new egress window well and how my other window, done by another company years ago, did not have one. It made sense to me that having a drain was a good idea and insurance against water problems. My new window has no drain and I still have no answer as to why. My other big concern is that the bottom step in my well seems to have a lot of give to it. Maybe that goes away when the ground settles, I don't know. I'm not a basement or window guy. I simply want resolution to a job that I paid $7,000 for.

  

  Business response

  11/02/2022

  We have addressed the customers concerns.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the Basement Doctor to install a water management system when a basement leak occurred. We signed the contract in Sept of 2021 and they did their first installation of the system in Nov of 2022. The AVP came out after I noticed the water was still entering the basement and he determined the system wasn't pitched correctly and they would have to redo the work. After the second installation, there was still water/moisture coming up through their work even after several attempts by them to "seal" the concrete. It had to be redone a third time. The AVP came back out and I was treated very unprofessionally. He was adamant it was septic water I had my septic system inspected by my sanitation company and they determined that there is no way it is septic water (both physically impossible by the layout of the land, plus inspecting the water). The AVP actually told me to "drink" the basement water if I was so confident. It was at this point I asked him to leave as things got unprofessional. The owner, Bobby M**** came out and promised a resolution and admitted that the system wasn't installed properly as it didn't have the washouts installed so we could test the system out. He took samples of the water and said he was going to test them. After me having to call several times, he told me the water was septic. So I again had the sanitation company come out and they did an even more thorough inspection of the system and the water and determined that it is definitely not septic water. I also took a reading of the septic level before going on vacation, turned the water off, and came back 9 days later to the same water level which further proves there is no septic leak. After the owner, Bobby M**** promised to provide a solution and gave me his cell and asked that I use his number from now on, he doesn't respond to my phone calls and voice mails. The system has yet to be installed correctly, my basement still can't be refinished, and I paid $5711.50

  

  Business response

  07/07/2022

  The owner of the company has been talking to customer about a sewage issue.

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The owner called me on 6/27/2022 while I was in ***** and said the AVP "Andy" would be calling me to schedule the remedy. I have yet to receive that phone call nor have I seen or heard what the owners remedy is going to be. 

  I'll state one more time, there is no sewage issue. I've had the entire septic system thoroughly inspected twice. It's is stagnant water. The bottom line is there is water intrusion that causes the floors to get damp/moist after heavy rains and I paid for a dry basement.

  The attached picture (July 10th) was from the last heavy rains on Saturday, July, 9th.

  The attached picture (April 25th) shows an issue 3 months after they did their last work. 

  This happens after every heavy rain so how am I supposed to refinish my basement when I get wet floors after every rain (especially during Spring). 

  
  Regards,
  
  **** ********
  

  

  Business response

  08/16/2022

  When *** ******** called us about the situation, we reached out to him and set up a time to meet. We sent our crew out there and moved his sump to a different location for him. Reset all of our waterproofing for him. Added additional waterproofing for free for him. Took a sample of the gunk and sent it out to have it tested to find out what is was, and the test results show it is sewage! It's coming from somewhere outside the home and getting into our pump. We have tried to help multiple times but we are not plumbers or septic experts, we are waterproofers. We are going to spray a concrete sealer on the new concrete for him, for free to try and help with moisture, but not sure what else we can do.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired this company to fix a problem with bowing on a downstairs wall. We paid $15,000 for this work, and it was to be done in 3 days. The crew showed up late and left early on more than one occasion. They did not finish in the allotted time frame. On the second day of work, they sliced the internet cable. Given that I work at home, this was a difficult two days until we could get service restored. On Tuesday, they also uprooted bushes to be able to get at the work site. They were supposed to remove the bushes from the site. They did not. On Wednesday, they damaged the siding with a backhoe. Given that this is older siding, we will not be able to match siding and will have to replace all of it to get it to match again. They returned the following Monday to complete the work. They were paid at that time. The crew told me that they would return that week to remove the bushes. They did not. On Friday, I contacted the company. I was told they were short-staffed (though they managed to cash the check.) They said that they would be out on Monday, Feb 14th. They did not show again,. I texted the company again--no response. The yard is showing the damage of having these bushes on them for so long (two weeks at this point.) I'd like to have the bushes removed from the site and damages corrected by the company.

  

  Business response

  02/24/2022

  We have spoke with the customer about these issues and have removed the bushes. we are having someone look at the siding for repair in the near future. I apologize for the miscommunication on our foreman's part. This will be taken care of ASAP.

  Customer response

  02/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Yes, the bushes were removed. However, given that the bushes sat on the lawn of my front yard for two week, a large area (~50 sqft) is mud. I was told that workmen would come out and rake the area, removing all the roots and chunks of mud. That was not done, and I finally did it myself. 

  I was told that a team would be over to flatten out the lawn to the left of the house. That has not happened. I have hired a neighborhood teen to do this. 

   

  I was told that the handyman would call me this week to set up a time to fix the siding. It's Thursday afternoon, and he hasn't called yet. I am suspecting that this is another job I'll need to pay for out of my own pocket too. 

  
  
  Regards,
  
  ******* *****
  

  

  Business response

  03/07/2022

  Everything has been taken care of except for the siding and our guy has reached out to the homeowner about getting it repaired soon.

  Customer response

  03/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  While they have put me in contact with the contractor to repair my home, the date for that is more than 2 weeks out. It's hard to agree to accept this as completed until the work is completed. 
  
  Regards,
  
  ******* *****
  

  

  Business response

  04/01/2022

  Still waiting on the contractor to go fix siding, he will be there soon.

  Customer response

  04/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The siding contractor said that he would be at my place during this coming week (April 2-9). However, there has been no contact since then and certainly no appointment has been made for this to be corrected. 
  
  My concern is that this continues to be pushed out, and I have yet to get the problem solved. It's been 2 months and I'm still waiting. 

  
  
  Regards,
  
  ******* *****
  

  Customer response

  05/06/2022

  The company has contacted me. The siding has been replaced. I have spoken with the president of the company. I am pleased with the progress so far. 

   

  As soon as the siding is painted with a matching color (and I do realize that rain has made this nearly impossible this week) I will consider the matter closed. 

  Customer response

  05/12/2022

  The company has completed the promised work, and I consider the job to be successfully completed. 

   

  The president of the company was exceptionally easy to work with and very customer oriented. 

  
  ****

  Customer response

  05/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Basement Doctor because I had water leaking in my basement. They said they could solve my problem by installing a water proof system in my basement for about $10,000. After I signed the contract but before the work was started it rained and my basement was flooded. The water appeared to be coming up thru the middle of the floor, not the walls. I sent them pictures and they assured me their system would fix the problem. About 2 months later they did the work. It rained. My basement was totally flooded. There wasn't even any slight improvement. They came back to my house and told me i needed to purchase water shield for my walls. Usually this is about $5,000 but they would cut me a deal for $2,800. I have never seen water come in my basement walls from rain, yet they sold me that this time the problem would be fixed. Even though I was skeptical I agreed. More rain. Basement flooded again with zero improvement. The sales guy that sold me these fixes has since quit. I tried to contact the operations manager and haven't heard back. I feel like they sold me the most profitable and easy solution for their company, but didn't really diagnose the problem. Now I'm out a lot of money and the problem has not been fixed at all.

  

  Business response

  02/09/2022

  We have met with *** ******* and have determined that there is a crack in his wall by the bathroom that will be fixed under warranty.

  Customer response

  02/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put down $3800 on a $17000 job on 9/20/21. Was told work would commence within 6 weeks. After 3 day cancellation ended, office finally called to make an install time, for late December. Called 11/14 to cancel work. Was told I was losing my depost by receptionist, but to contact Roger, who returned my call later that day. After 15 day runaround, on 11/30 was finally told by Roger that Bobby would return $2500, and since he bought materials i would lose $1300. The $1300 could be used for services from the company. No permits are pulled on my property, so the materials story seems unlikely. I dont want a company who's owner takes 15 days to solve simple problems to do any work on my home, and want the rest of my money back. No work has been done on my property by this company

  

  Business response

  12/06/2021

  Hello, We feel that the $2500 we refunded was acceptable because we normally have a 25% charge for canceled contracts, the $1300 is still available as a credit if you should choose to do work with us in the future. Sorry for the misunderstanding, please see attached contract form for such charges.   Thank you 

  Customer response

  12/07/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ******* **********
  
  This response is contradictory. Did they charge 25%? No. My refund would've been over $2800. Reading other BBB complaints, the 15 days it took to finally get an arbitrary result which is inconsistent with their own policy, I wouldn't let company work on my house for free. Refuse 1350 work credit.

*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. ↩