Mid-Atlantic Waterproofing

First of all I want to apologize for the inconvenience this has caused, we did not mean any disrespectYou can be assured that all numbers on record are being place on our Do No Call listIf there is anything in the future we can do for you please feel free to call

Revdex.com:
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
My wife and I have had several issues with Mid-Atlantic WaterproofingThis is the second complaint we are filingIf you are considering having this company waterproof your basement I would strongly encourage you to reconsiderThey do the work faster than your local contractor, but customer service is awfulIt has been impossible to get anyone within the large company to take responsibility for the poor work they have done and the damage they have caused to our homeHere is a brief overview of the problems we have had: -Bait and switch: The salesman, ***, told us that once we paid the very expensive fee there would be no additional chargesHe told us that as the crew is working if any other issues come up they will take care of it at no additional costThat was a very misleading blanket statementOur home was built in the 1920s and our greatest concern was having other issues pop up as the crew began work that would have increased the price and/or required the hiring of an additional contractorIn retrospect, we should have asked *** to further explain what kind of issues Mid-Atlantic was capable of handlingOverall, the problem here is that we were misled about the scope of work Mid-Atlantic would be doing for us***, also said he would be taking pictures of the work to use as a before and after examples to show other potential customersThis gave us confidence in the work they would be doing, but it did not happen-Sold on the wrong product: In addition to having the sub-pumps and drains installed in the ground we wanted the walls to be waterproofed as wellThe salesman sold us a kind of wall covering that we were very happy withWhen the crew arrived to do the work, ***, the head of the crew, told us that they do not install that kind of wall covering on stone walls, which we haveThis was our first sign of troublePerhaps the kind of wall covering we wanted can be used over stone but it was just more work than *** wanted to doOr perhaps it was *** who lied to us when he told us that that kind of covering could be used over stoneUl***ately, *** convinced me to go with a cheaper wall covering, which is essentially just a white tarpDoesn’t look as nice as what we originally wanted but it did bring the price downStairs removed and not replaced: *** told us that the crew doing the work would have to remove the stairs that lead outside and then they would replace them after the work was doneWhen *** and the crew arrived to do the work *** told us they would have to demolish the stairs and that they would not be replacedThis is the kind of thing that happens when the person selling you on the service isn’t the person who actual does the job*** did not come to our home and assess the job prior to the morning when he showed up with a crew to do the workElectrical Outlets: This is an issue that Mid-Atlantic did resolve for usAfter the crew finished work *** told us to expect a call from their electrician within a few daysAn electrician needed to install a dedicate line for each of the two sub-pumps that had been installedWe also needed a babattery installed in each sub-pumpA week and a half later we received a call about installing the batteriesI inquired about when the electrician would be installing the outlets and was told they do not send electricians to PAThis contradicted what *** told us and it contradicted what *** said about Mid-Atlantic covering any potential issue that would come upAfter receiving the run around for several days I filed our first complaint with the Revdex.comShortly thereafter, *** from Mid-Atlantic sent an electrician to install the linesMore misleading sales and sloppy work after the oil tank was removed: Prior to having the work begin we wanted to have the oil tank removedWhen we met with the salesman we were told that if we did not have the oil tank removed by the ***e the work began Mid-Atlantic would work around the tank, then return to finish the job after the tank was removedWe were also told that work would probably not begin for another month or two so we figured we had plenty of ***e to arrange for the removal of the oil tankHowever, the crew began work less than a week after our meeting with *** so we did not have the tank removed before the work beganWe figured that wouldn’t be an issue since we were told they would come back to finish the work after the tank was removedOnce we had the tank removed we scheduled Mid-Atlantic to come back to finish the jobMid-Atlantic sent one guy to do the workHis cement work was very sloppyThe cement was not leveled properlyIt extended out beyond the perimeter of the other cement work and he left a raised lip between his work and the original floorHe also did not properly set the wall covering in the section he was working onAdditionally, he left huge chunks of concrete in our back yardWe called the company and they sent someone named *** out to see the work*** removed the chunks of cement from our backyard and he tidied up the wall coveringHe told us they would have someone else come out to sand down the cement lipThat never happenedWhile *** was there we also showed him two spots where water was still seeping in through the groundHe told us someone would come back to seal those offThat eventually did happenSewer Line: This is the most serious problem we have experienced with Mid-Atlantic to dateWhen the crew came in to do the work *** pointed out to me that our sewer line wasn’t in great shapeFor some reason that remains unclear to me *** had to remove a section off the pipeIt was an end where the sink flowed into the sewer line*** did not replace the section of pipe he removed, he just capped of the pipeNow our sewer line has a leakI was very concerned that this would happen as a result of *** cutting off a section of the pipeMid-Atlantic did work all around the pipe without replacing itAs soon as we noticed the leak we called Mid-AtlanticInitially, I was put on hold for a very long ***eMy wife eventually got through to the company and they sent *** out to look at the pipe the next day*** told us that because Mid-Atlantic is strictly a Waterproofing company they do not replace pipesI explained that we did not have any trouble with this pipe prior to *** cutting a section offIt was and is my expectation that Mid-Atlantic will take responsibility for the damage they caused to our pipe*** told us he would talk to *** and get back to usAfter a week and a half passed my wife called Mid-Atlantic and got in touch with ***He said they needed to send someone to take photos of the damaged areaWe suggested we take photos and email them, to which *** agreedWe sent the photosA few more days passedMy wife called *** backHe said he would be there the next day to fix the pipe*** returned on 7/to fix the pipeAt that ***e he sealed the two wet spots on the floorThen he told us he couldn’t fix the pipeHe said he was concerned that if he cut a section out that more damage could be caused further down the lineThat made sense to meI pointed out that that is exactly what had already happened*** cut off a section of pipe and had caused damage*** told me that he had spoken with *** and that I needed to call a plumber to get an es***ate then get back to him*** said we would need to get our own plumber then send Mid-Atlantic the bill, but he seemed uncertain about whether or not Mid-Atlantic would cover the full costAt this point we are waiting for our plumber to get back to us with an es***ate
Here is our expectation: -That Mid-Atlantic will pay for a plumber to repair the pipe they damaged-That if in the process of repairing the pipe some of the water proofing system needs to be dug up, then Mid-Atlantic will return to repair the damageShould Mid-Atlantic meet those expectations we will retract the entirety of this complaint

We had an initial estimate with the company - they were way over priced compared to other competitorsThey insisted on coming out for a second time and promised a discounted rate (still way overpriced)The man was extremely, rude, pushy, and in all they took over hrs of our time trying to get our businessWe ended up going with another company (obviously) and they then continued to call me for monthsI rec'd additional phone calls telling me they had new discounts to offerEach time I told them we had already had the work done and that we felt harassed and very bothered by the companyThe 3rd call the guy even said he saw in the notes that I had told them we already had the work done, yet he still called me to follow upI can't quite understand why they continue to harass us with their phone callsThis is the worst company that I have had the displeasure of working with in a long time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

I have reviewed the response made by the business in reference to complaint ID *** I have not received any calls since I submitted the complaint, and I am satisfied with this resolution.
Regards,
*** ***

Upon receiving the complaint on July 15, 2014 I would like to address [redacted]’s concerns by stating that Mr. and Mrs. [redacted] contacted us on June 3rd 2014 to setup a free inspection after receiving a mailer in his mail box. On June 3rd we...

set the appointment up for June 5th. On the day of the inspection they called to cancel the appointment and we asked them if they would like to reset for a later date and they said not now call us in a few weeks. On July 7th we called them back to set up a time for July 11, 2014 and they said ok. The same day July 7th they called back and said they wanted to cancel again so we cancelled the appointment for them and told them we would call back to reset later. At that time they never told us not to call them or put them on a do not call list. We here at Mid-Atlantic follow all the rules and regulations of the state and federal DO NOT CALL LIST and when we checked with the list that was updated on June 30 2014 they were not on any of the lists. 
 
Our calls were made simply in an attempt to confirm and schedule an appointment. Once that appointment date passed with us not being able to reach the customer to confirm, we   called to reschedule his appointment. 
[redacted] has been placed on our internal Do Not Call List and will receive no further calls from our company.  
Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The letter sent to the Revdex.com by Mid Atlantic systems claims that I was "thinking about the quote" I was given by them and gives that as the reason why they made several follow up calls to me between May 14, 2015 and September 26, 2015.  In truth I told Mid Atlantic systems almost immediately to put me on the 'Do Not Call List' and repeatedly made this request several times as they continued to contact me. There was absolutely no reason for Mid Atlantic systems to call me repeatedly from May 14 until September 26 and I consider their doing so to be a violation of my privacy. I NEVER requested Mid Atlantic Systems to "limit their calls," I requested on multiple occasions in 2015  that they cease calling me entirely. Furthermore, the fact that my multiple requests to be put on the do not call list  were repeatedly ignored over a 4 month stretch is an indication of  Mid Atlantic's aggressive and invasive sales tactics. In addition to all this, Mid Atlantic Systems then again began calling me incessantly starting in March of 2016 and did not stop until I finally contacted the Revdex.com on Oct 31 of 2016. To have to deal with seven more months of constant calls after having repeatedly requested not to be contacted is absurd, and for Mid Atlantic to pretend that I only requested to have them "limit their calls to me" is an outright lie. No rational person would ever need to be, or choose to be, called on a weekly basis to continually decline a service. Declining once and asking not to be contacted needs to be enough.I want it noted for the public record that Mid Atlantic Systems is a company that engages in highly disreputable sales tactics and I want an apology from Mid Atlantic for both their invasion of my privacy and their fabrication that I only requested to have them "limit their calls." When I receive that apology then I will consider this matter closed.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 Hello, This is [redacted], the home owner, person who the contract is with and the person who called. We had a rooter come in and snake the sewer. The blockage was 30ft from the main sewer line exactly where the work performed by Mid Atlantic was done. To snake the sewer, cost $250. I will send the receipt to Mid Atlantic for reimbursement. Also, there is condensation now building up in the tank.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The letter sent to the Revdex.com by Mid Atlantic systems claims that I was "thinking about the quote" I was given by them and gives that as the reason why they made several follow up calls to me between May 14, 2015 and September 26, 2015.  In truth I told Mid Atlantic systems almost immediately to put me on the 'Do Not Call List' and repeatedly made this request several times as they continued to contact me.
There was absolutely no reason for Mid Atlantic systems to call me repeatedly from May 14 until September 26 and I consider their doing so to be a violation of my privacy. I NEVER requested Mid Atlantic Systems to "limit their calls," I requested on multiple occasions in 2015  that they cease calling me entirely. Furthermore, the fact that my multiple requests to be put on the do not call list  were repeatedly ignored over a 4 month stretch is an indication of  Mid Atlantic's aggressive and invasive sales tactics.
In addition to all this, Mid Atlantic Systems then again began calling me incessantly starting in March of 2016 and did not stop until I finally contacted the Revdex.com on Oct 31 of 2016. To have to deal with seven more months of constant calls after having repeatedly requested not to be contacted is absurd, and for Mid Atlantic to pretend that I only requested to have them "limit their calls to me" is an outright lie. No rational person would ever need to be, or choose to be, called on a weekly basis to continually decline a service. Declining once and asking not to be contacted needs to be enough.
I want it noted for the public record that Mid Atlantic Systems is a company that engages in highly disreputable sales tactics and I want an apology from Mid Atlantic for both their invasion of my privacy and their fabrication that I only requested to have them "limit their calls."
 
When I receive that apology then I will consider this matter closed.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
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Firstly, the business stated that "On July 7th we called them back to set up a time for July 11, 2014 and they said ok. " and also "We here at Mid-Atlantic follow all the rules and regulations of the state and federal DO NOT CALL LIST and when we checked with the list that was updated on June 30 2014 they were not on any of the lists. "  
If the business is telling the truth, which mean since Jun 30th 2014, my phone number is on the DO NOT CALL LIST, and the business does follow "all the rules and regulations of the state and federal...", why would they called on July 7th, 2014?
Secondly, the business faked as INSURANCE AGENT to conduct inspection on July 7th, 2014. My spouse was threatened to say "yes" to the July 11th appointment, which I cancelled the same day.
Thirdly, none of the three requirements in my original message was satisfied.
Finally, the business keeps not telling the truth, even contradicting itself in the reply to Revdex.com. What kind of business it is!

By agreement with this consumer, Mid-Atlantic will pay the consumer to replace a section of (plumbing) pipe which was removed during installation of our waterproofing system.  A check will be hand delivered on Friday, October 24, 2014.

I apologize for the late response as [redacted] does not show in our system so it took some time to find his contact information, please see attached letter.

we installed a dual pressure relief system in this clients house for management of water seepage.the system is working as designed the client subsequently called as she was still getting water in, we dispatched a service crew and while we did not find any seepage there was one damp area which we...

repaired.we then received a call that sewage was now being seen in the basement, however we did nothing that would have caused that issue,we offered to pay for a snaking job to eliminate the blockage,that is how we left off.[redacted]s daughter who is not a party to this contract is initiating this complaint based on the fact that after the work was done she feels her mother paid to much for the repair work.We would be happy to still pay the plumbing fee to remove the blockage for which we take no blame for.[redacted] is free to contact me and I will be happy to assist her

See attached email to the complainant from the National Operations Director, Gill L[redacted]   From: Gill L[redacted]Sent: Wednesday, September 16, 2015 11:40 AM To: [redacted]'Subject: federal do not callFirst please accept my apologies for the numerous calls. I see that the office...

did put one number on our internal do not call on 9/9/15,1 made sure the other contact number was also put on that list. Please allow a few days for the system to synch but if there are any further issues please reach out to me immediately.Again we apologize for any inconvenience. Thank you for your understanding.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I believe I was quite clear with my instructions to be put on the do not call list in previous calls, but if I am now on the Do Not Call list it is acceptable.
Regards,
[redacted]

I spoke with Ms. [redacted], Mr. [redacted]s fiancé, on Thursday 4/6/2107 and scheduled an appointment to meet with Mr. [redacted] and Ms. [redacted] on Tuesday, 4/11/2017 between 3:30 and 4:00. Myself and Andrea H[redacted], our Production Manager arrived at 3:50, Mr. [redacted] was not available so we met and discussed the...

areas of concern with Ms. [redacted]. Together the three of us created a punch list of items that need to be addressed. We agreed I would email this list for their approval on Wednesday, 4/12/2017. Ms. H[redacted] spoke with Ms [redacted] today, 4/13/2017 and Ms. [redacted] stated she did receive the email, that her and Mr. [redacted] want to change one of the items on the punch list to an alternative approach we offered but that she had not had time to fully discuss the matter. We are waiting for them to give us the go ahead and we will proceed to resolve their issues.The original contract was for $14,787, to date they have paid $6,000 only. We offered to place them on a monthly installment plan for the balance once the work is completed, they have not made any payments towards the balance. Their dispute of $16,695.36 is unfounded. We are continuing to work to resolve their concerns and they did not pay even close to that amount.

RE: [redacted]r (Complaint ID) [redacted]
This letter is in response to [redacted] complaint dated April 28, 2014.  Since receiving the complaint we have placed a call to [redacted] and went over our contract with her. In order to meet the...

satisfaction  of Mr. and [redacted] we did set up an electrician to install the outlets they needed for the pumps. As of May 08, 2014 the outlets have been completed at no charge to them . On Friday May 09 2014 I did speak to [redacted] and was assured by her she was satisfied with our service.
 
[redacted]
[redacted]
[redacted]
[redacted]

August 3, 2015 RE:  Complaint [redacted]  Dear Sirs:Mid-Atlantic Waterproofing spends considerable time and energy training all of our inspectors to meet our high standards. When we arrive at a customer’s home, we offer comprehensive inspections of the interior and exterior of the...

foundation. There are times when a customer has a predetermined concept of what they need or require to solve their problem. Through our training, the inspectors are taught to offer every customer a complete solution to their problem -- one that we can warrant.   With 50 years of experience, we sometimes have to tell customers what they need, not what they want to hear – and this is one of those cases.  The homeowner wanted us to work on a partial area of the foundation. If we provided that service, there is a reasonable probability that there would be continuing problems in other areas. To protect the customer and our company we will not do work that we feel will not solve their problems.   The inspector’s comment about “our company winning” was in response to homeowner’s comment about losing their business. We will address this issue with the inspector and continue our training program to ensure every customer receives a valuable service. If this homeowner was offended by the comment, we sincerely apologize.   We have contacted this homeowner and offered to send a different inspector.  The homeowner has accepted and we are currently trying to arrange a convenient time for the appointment.     Sincerely,  William J[redacted], National Sales Manager Mid-Atlantic Waterproofing

General Manager spoke with Mr. [redacted] and informed him that he will be receiving his deposit back within 7 to 10 days. Mr. [redacted] was ok with that.

We will be putting the homeowner on our Do Not Call List immediately.  Apologies for the additional unwanted calls.