Ohio Basement Systems

I am rejecting this response because:
Jeremy T[redacted] was at residence today and will be scheduling workers to come out and perform other procedures to try and rectify our issues so will be waiting on whether our issues will be resolved. Will update Revdex.com with progress

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

I'm sorry the brother of our homeowner is not happy with the job as it stands. Our crew was in fact scheduled out after finishing up another project of 1/19/18.  They could not make the appointment due to unforeseen circumstances.  All of the items and a couple more have been added to...

a punch list agreed to by our customer, as far as we knew she was completely satisfied with that, as nothing else was mentioned to us.  They rescheduled to finish up this Saturday, the 27th and are still waiting for the customer to confirm.  The concrete needed time to cure before they could drill out to install some additional brackets, hence the reason for the delay after the initial installation.  An estimate of time is given based on normal conditions for the job length.  There are times when we miss the mark, but we do everything we can to keep on track.  The good news is we never leave a job unfinished.  Everything from the clean up, the Brightwall trim, to the stairs is written up and have been agreed upon by our company and the customer.  The original stairwell support, is an existing support that was dangeling prior to our installation.  We are fixing that free of charge once we come back to finish up.  We did not and would never leave a hazard for a customer.   We will, as we always do, make sure our customer is taken care of and is 100% happy with the job before we consider it completed.  And we agree 110% our customers get exactly what they pay for and then some.  She can call Joe T[redacted], Production Manager at [redacted] for any further questions.

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. Please note they scheduled a meeting at my home to look at the new damage to walls and floor and then cancelled...Still waiting to hear from them 11-20-16. I am in hopes they will confirm that the foundation support I paid for is not only not working but has caused additional structural problems in my home---and will come up with some solution that is acceptable.

Initial Business Response /* (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 Revdex.com, 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 Revdex.com 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 /* (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.

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 2016.  We serviced it once on 4/14/17, relifted the slab. We recieved a email from this customer on July 17th 2017 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 2017.  She called in on Aug 16th 2017 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 $125.00 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 2-3 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]

A structural engineer is not a qualified water control specialist.  I'am asking for this customer to call my Service manager, Ray to set up an appointment.  I would like to come out with him to assess the situation. I have been at this company, in this field for 17 years and before this I was in the Army Corps of Engineers for 7 years.  I have a college degree and many other certifications in the home remodeling industry.  I feel I am more than competent to diagnose any issue this customer may have regarding the dampness.  FYI, if you put cardboard on even the driest of concrete surfaces in a sub atmosphere condition, just the differences in temperature will cause it to draw moisture through or create moisture. I am not saying this is what is happening here, but there are many different causes that can cause mold growth.  Like I said, in our warranty (attached) it clearly states we do not warranty it.  Our technician did not promise a mold free environment.  Please call Ray to set up an appointment, preferably in the morning or early afternoon.  I can assist in the inspection but need to know when you are available.  I look forward to meeting you.

Initial Business Response /* (1000, 5, 2015/12/15) */
I would first off like to thank you for your service. Being a medically discharged vet myself, I truly understand the trials and tribulations of active duty. We 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 it. Rick our production manager was told that there was a leak and the homeowner had already fixed it. Mr [redacted] said it cost him $40 so we gave them a check for $100 back for the inconvenience. We then received a call regarding the plumbing. Rick scheduled an appointment with them and went out on Monday Dec 14th to discuss. While 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 installation. Rick 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 there. All of this free of charge of course. We did send out our service tech several weeks ago to make sure they cleaned up properly. We had him re-rake out the area and level in the backfill that had already settled. We even offered to spread out grass seed and straw for them. They did not want it done now and wanted to wait until spring. We have a schedule date for that on our calendar. We always strive to take care of our customers and try to go above and beyond. We will do the same for this customer and ensure they are satisfied. As 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.