Total Basement Finishing, Inc.

Please accept this email as resolution to the complaint filed by *** *** on 7/21/against Total Basement Finishing, IncAfter our telephone call this morning I spoke with our Vice President Mike D*** here at the corporate officeMike has resolved this customer complaint by authorizing
that a brand new Sani-dry XP be installed for this customerOne of our dealerships, Northeast Basements has offered to go out to deliver this product and properly install this unit for the customerMr*** was contacted with this result and very happy to have this resolvedThe product that Mr*** will be receiving requires an annual maintenance each yearWe fully explained this to the customer and he agreed to schedule his service appointments with Northeast Basements annually to keep this product up to date with required maintenance

Please accept this email as resolution to the complaint filed by [redacted] on 7/21/2015 against Total Basement Finishing, Inc. After our telephone call this morning I spoke with our Vice President Mike D[redacted] here at the corporate office. Mike has resolved this customer complaint by...

authorizing that a brand new Sani-dry XP be installed for this customer. One of our dealerships, Northeast Basements has offered to go out to deliver this product and properly install this unit for the customer. Mr. [redacted] was contacted with this result and very happy to have this resolved. The product that Mr. [redacted] will be receiving requires an annual maintenance each year. We fully explained this to the customer and he agreed to schedule his service appointments with Northeast Basements annually to keep this product up to date with required maintenance.

Review: We hired Total Basement to finish our basement including the installation of central dehumidifier system. This was done through one of their franchises in [redacted]. When the central dehumidifier system stopped working (still in the warranty period), we contacted the people that we dealt with before but were unsuccessful. We left numerous messages on the phone number that we had in file. After several weeks of futile attempts, we found out that the franchise that we dealt with went bankrupt or out of business. We contacted the company that manufactured the dehumidifier and were told that we had to go through Total basement since they installed the system. Since the people who installed the system were no longer in business, we finally contacted the Total Basement headquarter in CT. We were given a contact person at Total Basement who told us that he will find a solution for us, but never heard back. We have made numerous phone calls and left messages to no avail. Even asked the receptionist how else we can resolve this issue as this person was not returning our calls but she stated that she could only direct us to his voicemail. We have never dealt with a company that is so unprofessional and unwilling to accommodate. Because of the ongoing humidity issue, we had to purchase portable dehumidifiers and is actually working with the manufacturer (by paying out of pocket) to resolve an issue that Total basement should address as the product is in the warranty period.Desired Settlement: Repair of central dehumidifier

Business

Response:

Please accept this email as resolution to the complaint filed by [redacted] on 7/21/2015 against Total Basement Finishing, Inc. After our telephone call this morning I spoke with our Vice President Mike D[redacted] here at the corporate office. Mike has resolved this customer complaint by authorizing that a brand new Sani-dry XP be installed for this customer. One of our dealerships, Northeast Basements has offered to go out to deliver this product and properly install this unit for the customer. Mr. [redacted] was contacted with this result and very happy to have this resolved. The product that Mr. [redacted] will be receiving requires an annual maintenance each year. We fully explained this to the customer and he agreed to schedule his service appointments with Northeast Basements annually to keep this product up to date with required maintenance.