ComplaintsforAdvanced Basement Solutions

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Advanced Basement Solutions to eliminate the water leaking into the basement of a rental property I own at 1*** **** ******* *********** ** ****** My scope of work was to eliminate water in the basement. When the manager, Chris K****** *ame out to provide the bid, he told me when they were done I could “paint the walls and lay carpet and if there was any moisture, the lifetime, transferrable warranty would take care of it.” The work was performed on February 10th and 11th. When the technicians were performing the work I asked why they weren’t doing the entire length of one of the walls since there was moisture at the bottom. The crew leader told me he had to work to the drawing provided, but their work was covered by warranty. The following weekend we had torrential rains. A large puddle formed beside the wall that was not drained the entire length. When I called the company and sent a photo of the puddle, I was told the warranty would not cover the work because they did not drain the entire wall. I was required to pay an additional $900.00 to have the rest of the wall drain installed.

  Business response

  03/28/2022

  I am sorry you were not happy with our services. We completed all work as contracted the first time out. The system was installed according to were your tenants said you had seepage. Unfortunately the right wall leaked after our installation and we came back and installed more work at an additional cost to complete off the system. The warranty only covers areas were the system was installed.

  Customer response

  03/30/2022

  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, details of the offer I reviewed appear below.

   

  I contracted and paid for a dry basement with warranty. When you reviewed the property there was moisture at the base of all the walls. You determined the work to be done to ensure a dry basement. A week later when I sent the photo of the puddle you informed me that in addition to not providing a dry basement your warranty was not provided either. I told you on the phone I was not  a happy customer while you were telling me I had to pay an additional $900.00 to hopefully get the dry basement and warranty I believe I already paid to receive.

   

  Again, when I questioned the technician on why they stopped short on that wall, because there was obvious moisture at the base of that entire wall, he indicated they could only work to the drawing. He agreed there was water there but reinforced the warranty would cover me if I had any issues. 

   

  I am so disappointed in your work performance, customer service and the way you bragged about a warranty that clearly wasn't available to me based on the work you determined needed completed.

   

  I still believe my $900.00 should be refunded. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  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. ↩