ComplaintsforMatthews Wall Anchor Service

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he had his basement waterproofed 30 years ago. There is now moisture coming through the walls so he called the business on 6/17/24. They advised him that the service was no longer under warranty but they would send someone out. No one ever shows up. The consumer contacted the business again and they told him they were having trouble with their truck and they would have to reschedule. Two days passed and no one contacted him to reschedule.

  Business response

  07/14/2024

  It may take a little bit of time to travel to the customers house to assess the current condition due to the peak time of year as it relates to service issues.  Although not under warranty, MWA is interested in assessing the current condition and will do our best to schedule a time to visit however it may take up to 2 weeks for a representative to get to the home to see what is going on.  

  A phone call will be placed this week to discuss and with hope get a date and time set for a representative to travel to the house to assess the condition.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Matthew’s wall anchor service for a basement room that had water leaking on the cement walls. The salesman provided us with a proposal and 3 options. The salesman stated that if it was his room that he would just get the base system and paint the walls because the system would keep the room dry. We painted the walls and the water dripped through the paint. Now the company is saying that we need a vapor barrier and should have had one installed initially. The initial cost for the vapor barrier was another $675. The salesman advised against it. He said that it was ugly and would be useless if it got punctured in any way and that the system was all we needed to have dry walls. We explained what the salesman told us and they said that the salesman no longer works there. I have been talking to them about this for months now so we are slightly over a year. They sent someone out and are now stating that it will cost double what original charge for vapor barrier was and we created a closet in what we were told was a waterproofed room that they are saying needs removed. Why would they offer an option without a vapor barrier if the room would not be waterproofed without it? Why would we pay $3,270 to have the same problem that we started with? If we were told that it wouldn’t be waterproofed without the $675 which is what we are being told by them now then we would have paid it. Now they are saying double the cost plus we lose the money put into the closet that we built.

  Business response

  07/03/2024

  Dear Pittsburgh BBB,

  
  In response to complaint ID: ******** please see below:
   
  Matthews Wall Anchor LLC (MWA) installed the waterproofing system per agreed upon scope as defined in the attached proposal documents  Please note that vapor barrier was offered specifically as an itemized option however the homeowner selected the option without vapor barrier.  It is MWA's practice to advise installation of vapor barrier with every waterproofing system but leaves the final decision to the homeowner.  MWA disagrees with the assertion that the sales representative would have advised against the vapor barrier as part of the whole system.
  Further, it is notable that the client damaged the installed system by cutting out the channel-cove thus voiding the warranty that is provided with MWA installed waterproofing system.  
  MWA has advised the homeowner that the warranty can be reinstated however MWA must return to repair the damage that has been done (see attached photos).  As an accommodation MWA has agreed to discount its minimum charge of $1,500 by $225 to return to make the repair of the damaged system and install the vapor barrier.  A proposal for this has been submitted to the homeowner in the amount of $1,275.
  

  SEE ALL ATTACHMENTS

  
  Thank you 
  Ben D*****

  Customer response

  08/21/2024

  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, details of the offer I reviewed appear below.
  
  

  I filed a complaint against this company. My attached pictures need to be on this complaint so customers can see their work. You attached their photos which are irrelevant to the situation. I want all potential customers to see their work. They lied when they said that they recommended a vapor barrier. I told them that their salesman advised us against getting one and their response was that they let him go. I would like to be able to respond to what they said that is not true and have the pictures of my wall attached please!

   

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

*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. ↩