Ohio Basement Systems

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ I would first off like to thank you for your serviceBeing a medically discharged vet myself, I truly understand the trials and tribulations of active dutyWe were notified that there was an issue with this home when we found out that our foreman was to go back out to fix an issue and could not make itRick our production manager was told that there was a leak and the homeowner had already fixed itMr [redacted] said it cost him $so we gave them a check for $back for the inconvenienceWe then received a call regarding the plumbingRick scheduled an appointment with them and went out on Monday Dec 14th to discussWhile we were there it was agreed upon by Mr [redacted] , that we put the plumbing exactly where he wanted us to put it during the initial installationRick did agree to help them out and schedule out our service tech to move it and rough it in with 2" pipe to match up the shower they bought to install thereAll of this free of charge of courseWe did send out our service tech several weeks ago to make sure they cleaned up properlyWe had him re-rake out the area and level in the backfill that had already settledWe even offered to spread out grass seed and straw for themThey did not want it done now and wanted to wait until springWe have a schedule date for that on our calendarWe always strive to take care of our customers and try to go above and beyondWe will do the same for this customer and ensure they are satisfiedAs of the meeting with our production manager and the [redacted] s on Dec 14th they are satisfied with us and have the appropriate schedule dates for any revisits scheduled

I am sorry that things went so badly with Ms [redacted] This is one job that we should have walked away from, from the beginning The minute the crew started the job, Ms [redacted] began telling them that we did not know what we were doing and that she should have went with the other company she mentions in her letter She went on to say we were crooks and that we tricked her All of this before the guys began working She stopped work times telling the crew that they were installing our Britewall system wrong and that she wanted the other company's material We informed her that we do not install materials other than our own Our inspector Frank got involved and everything was ok to keep working It was discovered that since the time of the original inspection and the installation, her wall moved an additional inches, meaning she needed additional work to be done We didn't cause the wall to move, it's due to years of being left unaddressed Our foreman tried to have a conversation with her before he did anything with the wall and was told that "I am not going to pay anything else and you need to do what you are being paid to do" Which is exactly what we did We tried to show her that her wall was worse and offer severely discounted rates to help her out and offer her a warrantied solution She did not want to hear it It was also discovered that whomever waterproofed her home prior, broke the footing totally out and left her area unsupported properly We advised her of that as wellFrank got involved a second time to try and let her know that more work needs done and offered her financing options He said she was being very combative and did not want to hear anything about it She told him that she was not spending another dime on that house So we did nothing more with it, because it is what she wanted We installed her sump system, in the lowest spot in the basement, which is the best spot to put it in for maximum effectiveness The discharge line was temporarily installed on the Friday she mentioned, because the crew did not have a Rainchute They did not expect payment for that part of project at that time because the project was not completed When the arrived on Monday to install it she said that her neighbor had a better idea and would not let them install it She wanted to dig a line down many feet into her yard, which would have resulted in an additional charge, she refused that saying "its my way and my way only" Frank had a conversation with Ms [redacted] about the job and not allowing us to install the Rainchute He asked her "Is this about money", she said "yes" So in efforts to end our grief with this customer we gave her $off the cost of the job She paid the balance owed, signed off on the job and the crew left To be honest after the way we were treated Frank did not want to send another crew to her home to do the exterior concrete replacement I got involved and had a conversation with her regarding this She told me that she was going to get fined by the city because it was not fixed and that if we didn't do it she would once again go to the news, Revdex.com, attorneyets saying we were taking advantage of an "old woman" and that would ruin us I tried to explain to her that we honestly want to help her but we cannot continue to be treated this way I spoke to her about why she even went with our company and not the other company She said it was because we could do it faster I explained to her and she understood that we have our products and that we do not install other company's products It would be like going to Mcdonald's and asking for a Whopper We simply cannot do it We are not trying to take advantage of Ms [redacted] Honestly we didn't want to do anymore work for her because of the way she treated every employee of ours when we went out thereI told her that in a last ditch effort to help out, I would send our concrete crew out, but she needed to let them do their job and not yell at them or tell them how to do it She agreed and I sent out our concrete crew To address her wall issue and warrantyIt needs to be parged and rodded or completely excavated and moved back We installed the Powerbraces to support it, because that is what she wanted She signed off on the warranty, because she knew and understood that the wall had gotten worse, needed more work and she did not want to do anything else She can feel confident knowing her wall is supported We have had foreman, a lead field inspector, our foundation repair production manager and service manager all to her home and all agree it is supported There is no reason to send another person out there yet We can go inspect it in months and benchmark then There is nothing else we can do at this time for this customer

We have still been working with Mr [redacted] Our Managers are scheduled to go out to his home on Tuesday at 6pmWe have everything documented in our systemWe are more then happy to send copies of everythingThank you,Chandra W [redacted]

Obs came out to my house on tuesday...they agreed to do a lot more work at my house in turn they want me to withdraw my complaint from the Revdex.com and attorney generalHow is this normally done?They are scheduled to start on Jan 4th...I am OK with them continuing the work although not really thrilledI believe they are going to try to make me a satisfied customerI am willing to work with them in hopes that they do the work as describedDo I close the complaint? If the job continues poorly can I then re-open the complaint? Please adviseThank you***

Please call me directly, Jeremy T***, General Manager at [redacted] on Monday morningUnless I have a wrong number or misdialed a number, I personally calledI apologize for any mishaps on my partPlease cut out the receptionist or any schedulers and ask for meWe do not have a Jessica who works for us, so I am curious as to whom you spoke toI am out of the office today and will return Monday morningThis is the first I have been involved to this point and can assure you I will make sure your issues get fixed

I apologize for the delay in the response I must have missed this in my in box According to our system notes: The job was done on May 27th We serviced it once on 4/14/17, relifted the slabWe recieved a email from this customer on July 17th stating there was an additional problem with the pad Our production manager called several times over the next few days trying to reach Ms [redacted] A letter was finally sent and we received a response (attached) We were able to set an appointment with her on Aug 18th She called in on Aug 16th and cancelled the appointment and told our scheduler that she is going to get a lawyer to get a refund This customer is completely not allowing us to warranty/service the project as contracted We have offered to fix it, by sawcutting the back of it and repouring the area We have also offered to refund her $which would more than cover the cost of the repair and she refused How can we warranty the job if the customer will not let us? On Sept 11th 2017, P.O# [redacted] was sent to our accounting office for a refund check, in the amount of $125.00, to be issued This was the result Rick E [redacted] (production manager), having a conversation with her and they came to that agreement together It takes 2-weeks for a check to process the financial departments and get mailed out I'm not sure what else I can do here, a check is on the way Please have Ms [redacted] call me directly if there are any further questions [redacted]

I called and left Ms [redacted] a message to give me a call at the office I'm not sure if she ever got that messagePlease have her call me at [redacted] I would like to have my management team go to her home to look at the possible issues and come up with a solution

I am responding line by line to the letter you got from Ohio Basement Systems I did not start by telling the workers who came to my house that they did not know what they were doing, and I did not say that I should have signed with the Company I mentioned in my letter to you I did not say that the workers who came to my house were crooks, and I did not say that they tricked me If I thought that, I would not have let the workers from Ohio Basement Systems in my house I did ask the workers who came to my house why they did not have the lining material that I spoke with Frank about When I had spoken with Frank, he said that his company did not have that brand of lining material, but he did have something just as good that he would supply The workers at my home called Frank and Frank said that “I must have told someone else, as he did not remember me telling him.” I said no more about his response I did not say that the workers were installing The Bright Wall wrong, because I had hoped they knew what they were doing because I knew nothing about installing it I never said that the workers were crooks, and I never said that they had tricked me At that time, I felt that they were working hard, and it would be OK I sat outside the room One of the men came out and said that they thought that coating the wall with cement would be a good plan I thought so because I thought they had planned to fill the cracks anyway He said that it would cost an extra $3, At that time, I told him I didn’t have the extra money in my checking account, and I did not have a credit card, and I could not pay right then He went back to the room and came back to me in a few minutes and said that he and the other workers had talked it over and had decided it would be a bad idea, and they were not going to coat the wall with cement They did not offer me any other plan or say anything about cost Frank did not tell me about any other plan to fix my wall I never talked to Frank about any further plans I never said “I wouldn’t spend not another cent on the wall.” The workers made that all up They did call me into the Room to show me where old waterproof work had been done and said, “It would be a lot of work.” Frank did not say that the wall would be unsafe or that he could not do it He did not tell me about another plan to fix it The workers did not offer me any other plans or say anything further about cost They did come back on Monday because when they were done and had put the outlet for the sump pump in a place where I felt it would drain back into the basement, they put a long pipe out from it and said it would be OK (I am including a picture of the pipe.) I never asked them to dig up my yard I take good care of it and have a gardener who keeps it neat I don’t know what they are talking about They did not bring any extra pieces to install on Monday, so it was impossible for me to have prevented them from installing materials they never brought with them I never said it was about money When Frank asked if taking $from the bill would make me feel better, I said “Yes, because I could use it to install the electric line needed.” I did not say the city would fine me if I did not fix it The city of Warren doesn’t care about my property On the day they worked in the basement, I sat outside on my deck and often told the men who walked in and out with building material or waste material that they were working very hard When they got ready to leave, I thanked them for working so hard At that time, no one told me that the job was not done well I never insulted a worker or did not treat them well This was all something that was made up about me When Frank and the other man left on Monday, no one had told me the job wasn’t done well I paid what I was asked to pay The way I found out it was not done right was when Frank called and screamed at me that because I had not let them fix it right and do the job the way they wanted to do it, they were not going to send anyone to do the cement work outside I tried to talk to him, but he hung up his phone Everyone who had looked at my home said a big part of the water getting into the basement was the way the cracked cement outside let the water in I will admit I almost had a heart attack and went into a panic I called the company and was passed from person to person to person until I got to talk with someone I will admit I said anything I could think of to make them send someone—I said I would go to the Revdex.com, get an attorney to sue them, go to the Newspapers, anything I could think of The calm conversation he said took place with me did not happen I am old, but I did not say that this was why they were taking advantage of me He did not talk about McDonalds, using other products He did not ask me to be nice to employees since I had been nice all along He did not tell me that the basement needed to be excavated, moved, or anything—they should have told me this before they started the job, but they didn’t What he said was “if I got an attorney, they had better ones and I would lose, but he would send the cement company.”—That’s what I wanted The cement contractor they sent was very nice, and he did a good job I don’t know who the people are who he said he sent to tell me my basement was supported No one came after the day I paid Frank and they left I do not want them to come in six months I would like to have the company owner see my first letter to the Revdex.com, as it is the true account Thank you for your time and attention to this response I look forward to hearing from you Sincerely, [redacted] * [redacted] (Phone: [redacted] )

Initial Business Response / [redacted] (1000, 6, 2015/04/30) */ We have taken care of this customer and our production manager is going out to see this customer. The pipe was replaced as soon as we found out what was going on. We completely removed the pipe and replaced it with a new plastic pipe. This... customer called us, once in Feburary, per Mr. [redacted] himself. We called 3 times, documented from our phone records, copy of record can be sent, and never heard back from him. We assumed he didn't need our services anymore after not being called back. After receiving this notification from the BBB, we called him again. This time he answered. He told us when asked why he made a complaint and didn't call us, he said "someone told him to call the BBB and make a complaint instead of calling us, that that would get a response". I wish he would have simply called here, we have a department, that their only job is to make our customers happy. We did not cause this odor but are doing everything we can to help him out and fix it. Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had two separate issues with this job. The first was what is described above and settled with the pipe replacement. (I'd like to know what numbers they called and the dates to reach me- I don't recall them). This complaint is filed for a current condition. [redacted] came over and said he smelled "a little" something in the affected area. (I had placed some zeolite bags in the area for the past few months to control the odor. I removed them two days before his visit which wasn't enough time for the odor to consume more of the basement as it normally would). He stated "I don't know if that was already there". A pre-existing condition. We discussed and agreed possible situations that would have happened it was pre-existing. Signs (odor) that would be present elsewhere in the basement. No odors anywhere but the affected area. He told me I needed to call a plumber with a camera to search the pipe and find out if a crack is located around the jobsite area and get back to him.

We are more than willing to assist Ms*** in the repair of the basement. We have and will continue to warranty the area in questionAttached is a copy of the warranty that Ms*** is referring to. The good news is that we will continue to honor our warranty as long as it takes to get
the job done right. To comment on how hydrostatic pressure works, it will push up actual water and not just cause a damp spot. If the concrete is porous there is a slim possibility that it could wick water from damp soil and not actual water. It can also cause damp spots due to allowing vapor transmission to condensate on the area making it look wet even when there is no water under it. THe floor may simply need sealed to stop the vapor transmission as no actual water has been streaming across the floor or at least none has been reported. I completely agree that this needs to be fixed and our customer be able to use their basement. The lateral drains and system are working great. The customer even says the pumps are consistently running. This is a great signIn the written agreement and warranty no company in this entire industry warrants against mold growth or the effects of mold growth (see attached)Ms*** claims we promised her a "mold free basement", in fact we did not. It's in writing stating just the opposite and we would never promise that. There are too many other factors outside of our industry that effects mold growth and only a mold remediation company can offer such a warranty. I am more than willing to visit the home to try and come up with a solution that makes sense, as you can see from the complaint we are continually trying to fix the issues. We have a trouble shooting process we must follow to ensure we are addressing the proper issueIf we miss a step it could actually cause more problems than initially. It is imperative that Ms*** trust the experts she hired and allow us to get it fixed. I would like to have our Service manager go to the home to reevaluate at this time. Please have her call Ray at *** to schedule that appointment. We still have options for repair available to assess this situation

I
am rejecting this response because:
I have not received any phone calls or messages from Ohio Basement Systems as of 4-21-I called 4-20-and spoke to Britain and was directed to Jessica to schedule service but was informed she was not available and was told to leave a message which I have done but have not received a response as of 1pm 4-21-This has been an ongoing issue with Ohio Basement Systems stating they have called our residence but have nothing on our caller I'D or voicemail. I am VERY aggravated with this company!!!

I am rejecting this response because:
It is important to note that I am not rejecting the company's intent to warranty the work nor rejecting their entire plan. I am frustrated and feel trapped. Trust has to be earned. The salesman did in fact tell me that the basement would be too dry to grow moldI realize what is already there will continue to grow because the conditions are right. I can't put anything on the floor because it is damp and grows mold. My equipment is rusting. The dehumidifier does not cover the entire basement either. It was Ray who last was in my home and initially inspected the spots on the basement floor and was to arrange for work to be done and I never heard from them. When I finally called it was to be months before any work was done until I threatened action. I did not at that time agree with the plan to break out the damp concrete and replace it but that is what was done because I have to trust them. They sent a single worker and two trips which I took off work for when I said it was too big a job for one person. They could not spare the help. Warranty work is bottom of the priority list. I would like to get the opinion of a structural engineer as to what is wrong and what corrective action needs to be taken. And I need to agree with it this time. I need to use my basement and get this done once and for all. And not take months and years to do it. I really do not know what to do at this point and again I feel trapped. I may call another company for another opinion. I am trying to get an engineer in here to take a look. Or do I need an attorney? I need a true expert. I just don't have enough faith in the company to blindly keep following them. I need a better plan than to just "call Ray."

Date Sent: 11/14/3:03:PMThank you for the informationWe have contacted the customer our manager is scheduled to see Mr***

Initial Business Response /* (1000, 5, 2016/04/07) */
Attached is the letter that was sent to Mr [redacted], please read. This letter was sent on October 29th 2015. As you can see in the letter we have been trying to get in contact with him for several weeks prior. The original contract was to...

brace his walls with PowerBraces and move the wall back. During the excavation the wall failed and we told him not to worry we would rebuild it at no additional cost, as an act of being a company with integrity. We have a wall rebuild division and sent down the proper crew to rebuild the wall. The wall was rebuilt properly, according to industry standards, with proper waterproofing installed, pictures available upon request. The siding is old and is not available to be purchased. From my understanding he gave the, subcontracted, siding company permission to use the siding on his shed because it was a match to repair the couple of pieces that were damaged when the wall failed. I believe the subcontractor replaced the siding on the shed with a near matching replacement. I'm not sure on that but we will definitely make sure that is fixed if not. There was an appointment where the crew went down to fill in a gap, but was unaware of needing additional lumber for the mudsill. We have been trying to get in touch to schedule a crew down to finish but have not been able to schedule anything. We have had a couple of appointments where we sent someone down and no one was there and work could not be completed. Mr [redacted] did call me on Monday November 1st, after receiving the letter to discuss what he thought was going on and expressed his concerns to me. I told him that we needed to finish the job and need to come back and that I was having my production office call him that same day to schedule and appointment. I had my production office call him to set up an appointment and never was able to because he did not answer. As you can see from the date of the letter to now, I am confused as to why he has not been calling us the past 5 months, instead of making a Revdex.com complaint because the job is not done. I agree that the job is not done and would like to finish it. Mr. [redacted] said in his letter that we were contracted to rebuild the wall, the only signed contract we have on file is to support the wall (attachment added). If a signed contract exists between Mr [redacted] and our company for a wall rebuild, I request a copy of it. I have checked with our accounting office and we have NOT sent this to collections at this time and still hold the account open. The amount of time that has elapsed may have caused other issues that we can discuss at the time of inspection. Please call our office and ask for Joe T. (production manager) or myself to so that we can schedule someone to your home to finally finish the project. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not agree with your facts in your response so we cannot accept it. However, agreeing to meet with your contractor to review the job is acceptable . In the past it was requested to please meet on a Saturday so missing work was not an issue. You did sent one employee on a Saturday with a can of spray foam for the mudsill. It was expressed that was not acceptable, he also was showed the damage we had indoors as well as the exterior waterproofing was coming unattached and sliding down the wall, it was told to him that part could be repaired without anyone being home, but that has never transpired. Another appointment was made for a Sat. at 11 am, but throughout the day they called a couple times stating they were behind on another job. We had a wedding at 5pm that day and they called again around 4:30 saying they would still come in about an hour. We told them we would not be home, but they could do the exterior work. We never stated we had a contract for a new wall, only for a repair. We were told by your salesman on 3/20/15 that our situation was urgent and that we needed wall supports installed immediately, his crew would be out within the next week or so to install them, that was never done and on the day of repair 4/27/15, the braces were not put on prior to excavation even though before breaking ground I showed the machine operator the situation and that the wall supports were not in place. All in all, if it was your home, would you be satisfied, if work was not completed? If you are a company of integrity as you mentioned, your customer should be satisfied, shouldn't matter how long it takes us to again contact you. We hope that we will hear from you or meet with a representative (not a kid with a can of spray foam) in the very near future and not at your convenience, it should be at ours. PS...we also have dated pictures of the events.
Final Business Response /* (4000, 9, 2016/04/13) */
I will have my production department call you to set up another appointment. We are not denying that there was a problem and the wall collapsed, or am I denying that the job is not done. In fact all along we have been trying to go above and beyond to make sure we are doing the right thing and taking care of your property. We totally agree with you. Even in the letter sent to you, it was expressly written that you can call us as soon as you were ready. The "kid with a can of spray foam" was sent down there to fill a crack. He was unaware of any other issues, and simply there to fill a crack. We needed to physically talk to you to set up another appointment date with you, whether you were there or not. We are not just going to show up and work on someone's house unannounced. Multiple attempts were made to contact you. We also have phone records, pictures, notes and videos of the project which is why I see the urgency in getting your job fixed. It does matter how long it takes for you to contact us, because of the nature of your issues you can inadvertently cause further problems that could have been avoided. Our production manager will call you today to set up a time to meet.
Final Consumer Response /* (4200, 11, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We definitely want to sit down with someone with authority in your company to resolve the issues at hand, however, your response dated 4/13/16 notes your production dept would call us today. We have waited to hear from you/them before we responded to the proposed resolution and as of today 4/20/16, we still have not heard from anyone! THIS is the continued problem, you do not do what you say you are going to do! Please follow thru and make a call to the number you have on file and schedule a time with us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I don't appreciate the changing of my words, I didn't threaten to get a lawyer but did threaten to contact the Revdex.com, the company came out once to correct the job and failed also told me at the time thats all that could be done so I didnt need them to come out again and do more damage I just rather have the refund for that area which was given to me, I will have to have that portion of the cement removed and replaced because it is cracked and uneven, basement systems has agreed to keep warranty for the other aread that were lifted

Please call me directly, Jeremy T[redacted], General Manager at [redacted] on Monday morning. Unless I have a wrong number or misdialed a number, I personally called. I apologize for any mishaps on my part. Please cut out the receptionist or any schedulers and ask for me. We do not have a Jessica who works for us, so I am curious as to whom you spoke to. I am out of the office today and will return Monday morning. This is the first I have been involved to this point and can assure you I will make sure your issues get fixed.

I am sorry that things went so badly with Ms. [redacted].  This is one job that we should have walked away from, from the beginning.  The minute the crew started the job, Ms. [redacted] began telling them that we did not know what we were doing and that she should have went with the other...

company she mentions in her letter.  She went on to say we were crooks and that we tricked her.  All of this before the guys began working.  She stopped work 4 times telling the crew that they were installing our Britewall system wrong and that she wanted the other company's material.  We informed her that we do not install materials other than our own.  Our inspector Frank got involved and everything was ok to keep working.  It was discovered that since the time of the original inspection and the installation, her wall moved an additional 2.5 inches, meaning she needed additional work to be done.  We didn't cause the wall to move, it's due to years of being left unaddressed.  Our foreman tried to have a conversation with her before he did anything with the wall and was told that "I am not going to pay anything else and you need to do what you are being paid to do".  Which is exactly what we did.  We tried to show her that her wall was worse and offer severely discounted rates to help her out and offer her a warrantied solution.  She did not want to hear it.  It was also discovered that whomever waterproofed her home prior, broke the footing totally out and left her area unsupported properly.  We advised her of that as well. Frank got involved a second time to try and let her know that more work needs done and offered her financing options.  He said she was being very combative and did not want to hear anything about it.  She told him that she was not spending another dime on that house.  So we did nothing more with it, because it is what she wanted.  We installed her sump system, in the lowest spot in the basement, which is the best spot to put it in for maximum effectiveness.  The discharge line was temporarily installed on the Friday she mentioned, because the crew did not have a Rainchute.  They did not expect payment for that part of project at that time because the project was not completed.  When the arrived on Monday to install it she said that her neighbor had a better idea and would not let them install it.  She wanted to dig a line down many feet into her yard, which would have resulted in an additional charge, she refused that saying "its my way and my way only".  Frank had a conversation with Ms. [redacted] about the job and not allowing us to install the Rainchute.  He asked her "Is this about money", she said "yes".  So in efforts to end our grief with this customer we gave her $500.00 off the cost of the job.  She paid the balance owed, signed off on the job and the crew left.  To be honest after the way we were treated Frank did not want to send another crew to her home to do the exterior concrete replacement.  I got involved and had a conversation with her regarding this.  She told me that she was going to get fined by the city because it was not fixed and that if we didn't do it she would once again go to the news, Revdex.com, attorney.. ets saying we were taking advantage of an "old woman" and that would ruin us.  I tried to explain to her that we honestly want to help her but we cannot continue to be treated this way.  I spoke to her about why she even went with our company and not the other company.  She said it was because we could do it faster.  I explained to her and she understood that we have our products and that we do not install other company's products.  It would be like going to Mcdonald's and asking for a Whopper.  We simply cannot do it.   We are not trying to take advantage of Ms. [redacted].  Honestly we didn't want to do anymore work for her because of the way she treated every employee of ours when we went out there. I told her that in a last ditch effort to help out, I would send our concrete crew out, but she needed to let them do their job and not yell at them or tell them how to do it.  She agreed and I sent out our concrete crew.  To address her wall issue and warranty. It needs to be parged and rodded or completely excavated and moved back.  We installed the Powerbraces to support it, because that is what she wanted.  She signed off on the warranty, because she knew and understood that the wall had gotten worse, needed more work and she did not want to do anything else.  She can feel confident knowing her wall is supported.  We have had 2 foreman, a lead field inspector, our foundation repair production manager and service manager all to her home and all agree it is supported.  There is no reason to send another person out there yet.  We can go inspect it in 6 months and benchmark then.  There is nothing else we can do at this time for this customer.

Obs came out to my house on tuesday...they agreed to do a...

lot more work at my house in turn they want me to withdraw my complaint from the Revdex.com and attorney general. How is this normally done?. They are scheduled to start on Jan 4th...I am OK with them continuing the work although not really thrilled. I believe they are going to try to make me a satisfied customer. I am willing to work with them in hopes that they do the work as described. Do I close the complaint? If the job continues poorly can I then re-open the complaint? Please advise. Thank you. [redacted]

I called and left Ms. [redacted] a message to give me a call at the office.  I'm not sure if she ever got that message. Please have her call me at [redacted].  I would like to have my management team go to her home to look at the possible issues and come up with a solution.

I am responding line by line to the letter you got from Ohio Basement Systems.             I did not start by telling the workers who came to my house that they did not know what they were doing, and I did not say that I should have signed with the Company I mentioned in my letter to you.  I did not say that the workers who came to my house were crooks, and I did not say that they tricked me.  If I thought that, I would not have let the workers from Ohio Basement Systems in my house.               I did ask the workers who came to my house why they did not have the lining material that I spoke with Frank about.  When I had spoken with Frank, he said that his company did not have that brand of lining material, but he did have something just as good that he would supply.  The workers at my home called Frank and Frank said that “I must have told someone else, as he did not remember me telling him.”  I said no more about his response.               I did not say that the workers were installing The Bright Wall wrong, because I had hoped they knew what they were doing because I knew nothing about installing it.             I never said that the workers were crooks, and I never said that they had tricked me.  At that time, I felt that they were working hard, and it would be OK.  I sat outside the room.  One of the men came out and said that they thought that coating the wall with cement would be a good plan.  I thought so because I thought they had planned to fill the cracks anyway.  He said that it would cost an extra $3,000.00.  At that time, I told him I didn’t have the extra money in my checking account, and I did not have a credit card, and I could not pay right then.  He went back to the room and came back to  me in a few minutes and said that he and the other workers had talked it over and had decided it would be a bad idea, and they were not going to coat the wall with cement.  They did not offer me any other plan or say anything about cost.  Frank did not tell me about any other plan to fix my wall.  I never talked to Frank about any further plans.  I never said “I wouldn’t spend not another cent on the wall.”  The workers made that all up.   They did call me into the Room to show me where old waterproof work had been done and said, “It would be a lot of work.”  Frank did not say that the wall would be unsafe or that he could not do it.  He did not tell me about another plan to fix it.  The workers did not offer me any other plans or say anything further about cost.                 They did come back on Monday because when they were done and had put the outlet for the sump pump in a place where I felt it would drain back into the basement, they put a long pipe out from it and said it would be OK.  (I am including a picture of the pipe.)  I never asked them to dig up my yard.  I take good care of it and have a gardener who keeps it neat.  I don’t know what they are talking about.  They did not bring any extra pieces to install on Monday, so it was impossible for me to have prevented them from installing materials they never brought with them.               I never said it was about money.  When Frank asked if taking  $500.00 from the bill would make me feel better, I said “Yes, because I could use it to install the electric line needed.”  I did not say the city would fine me if I did not fix it.  The city of Warren doesn’t care about my property.                 On the day they worked in the basement, I sat outside on my deck and often told the men who walked in and out with building material or waste material that they were working very hard.  When they got ready to leave, I thanked them for working so hard.  At that time, no one told me that the job was not done well.  I never insulted a worker or did not treat them well.  This was all something that was made up about me.               When Frank and the other man left on Monday, no one had told me the job wasn’t done well.  I paid what I was asked to pay.               The way I found out it was not done right was when Frank called and screamed at me that because I had not let them fix it right and do the job the way they wanted to do it, they were not going to send anyone to do the cement work outside.  I tried to talk to him, but he hung up his phone.               Everyone who had looked at my home said a big part of the water getting into the basement was the way the cracked cement outside let the water in.             I will admit I almost had a heart attack and went into a panic.   I called the company and was passed from person to person to person until I got to talk with someone.  I will admit I said anything I could think of to make them send someone—I said I would go to the Revdex.com, get an attorney to sue them, go to the Newspapers, anything I could think of.  The calm conversation he said took place with me did not happen.  I am old, but I did not say that this was why they were taking advantage of me.  He did not talk about McDonalds, using other products.  He did not ask me to be nice to employees since I had been nice all along.  He did not tell me that the basement needed to be excavated, moved, or anything—they should have told me this before they started the job, but they didn’t.             What he said was “if I got an attorney, they had better ones and I would lose, but he would send the cement company.”—That’s what I wanted.  The cement contractor they sent was very nice, and he did a good job.             I don’t know who the people are who he said he sent to tell me my basement was supported.  No one came after the day I paid Frank and they left.  I do not want them to come in six months.  I would like to have the company owner see my first letter to the Revdex.com, as it is the true account.           Thank you for your time and attention to this response.  I look forward to hearing from you.                                      ...⇄ Sincerely,                                   ...⇄                                [redacted]. [redacted]                                   ...⇄                           (Phone: [redacted])