ComplaintsforAdvanced Basement Systems

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately spring of 2023 I reached to Advanced Basement Systems to enquire about waterproofing my basement. The salesperson came out took pictures of the water in my basement, the wet basement floor and the walls. I put down a deposit, the work was done and i paid in full upon completion. Unfortunately, the basement although does not leak as much is still wet. I have filed many complaints with this company and many people from ABS have come out to look at the problem. I have been belittled on the phone and in person and I have been treated like I am stupid. The first person told me that ABS forgot to drill the holes and they can't believe how wet it is. The 2nd trip out resulted in some more wall covering, and a new access point and some concrete treatment on the leaks on the floor. The 3rd trip out I was told it was the insulation that was on the walls. The 4th trip out they took away my insulation. The 5th trip out they poured more concrete treatment on the floor and told me why it was my fault. The 6th trip out again they said that I have to live with it and the water is not water and its just damp and as long as it is damp that's not their fault. Last week it rained and I sent in pictures of the actual water collecting on the floor. No response. ***** was to call me back 2 weeks ago I haven't heard anything. I paid for a dry basement and I want a dry basement. I have redone all the plumbing in the basement to take away that excuse as well. These guys are so deceptive and everything from my basement floor is not thick enough, to do not put anything on the floor, nothing should ever touch the floor and nothing should ever be against the wall, and the gaslighting is unbelievable. If nothing should ever touch the floor the basement will be useless and I would have left it as is. If nothing should be touching the walls, why does the water proofing membrane touch the walls? Nothing makes sense other than I was taken advantage of.

  Business response

  16/03/2024

  Hello,

  We would like to help *****. I do believe there may be a misunderstanding of sorts, but I really would rather just simply extend an offer of assistance. We would be happy to look at one of two potential options. 

  I am asking ***** to please allow us to contact her directly to discuss these offers. I am not looking for her to pay money for these. We want to help. 

  Customer response

  25/03/2024

   
  Complaint: 21414796
  
  I am rejecting this response because: I have tried multiple times for almost a year to get a resolution from Advanced Basement Systems and have gotten no where and I am confident dealing directly will just be more chaos from ABS, I have to take a day off from my job and wait for someone from the team to arrive at my house every follow up call (there have been at least 5 if not 6 trips back to my home without resolution)  I always confirm that the person coming is there to develop a plan to fix the problem and all visits have been unsuccessful in addressing the problem and always point to this is my problem.  Applying Concrete sealer is not a solution, it does not last 25 years as I was told, it leaks. I was sold a promise for a dry basement. I do not have a dry basement. I can not use a large section of my basement due to water when it rains. Each visit results in reasons why this is my fault. To the best of my ability I have addressed all concerns except the thickness of the basement floor as i am not sure this is a real reason. 

  I have had the sewer inspected - it passed, I replaced the drain connections, I rerouted washing machine drains, and  I replaced my furnace. (These were excuses from ABS why the basement floor is wet) I have eliminated the excuses. I allowed ABS to remove the insulation from the walls which makes the basement extremely cold and unbearable in the winter. The person who took the insulation either broke the window under the porch or left a broken window open under the porch and did not say anything. 

  I saved up for 2 years to pay for what I thought was the best solution, the sales team came out and promised they could fix this and then they took my money.  I currently have 2 open conversations with the promise to get back to me and neither have ever called back or made contact. (**** and *****). I am not sure why ABS would think that we can resolve this off line since ABS has had every chance to fix it but have chosen not to do anything additional. I prefer to have everything documented with the BBB. I just want a dry basement as promised. 
  
  Sincerely,
  
  *******************************

  Business response

  01/04/2024

  We have emailed ***** directly. This is to establish that we are willing to help her through this situation. The email is as follows:
  
  Hi *****,
  
  When I met you at your house I tried to explain the difference between having a wet basement and having a damp basement. When I asked if you saw water on top of the floor, you said no. We promised and warrant your basement from having water on the floor. The reason your basement is damp is because your concrete floor is thin and has dirt directly under it. When the water under your floor level rises, it causes this damp condition.
  
  In order to finish a basement properly it is necessary to have the walls studded and based on the *** section 9.23.2.3. (1) Except as permitted in Sentence (2), wood framing members that are not pressure treated with a wood preservative and that are supported on concrete in contact with the ground or fill shall be separated from the concrete by not less than 0.05 mm polyethylene film or Type S roll roofing.
  (2)Damproofing material referred to in Sentence (1) is not required where the wood member is at least 150 mm above the ground.
  
  These are the requirements of a brand-new home built with gravel covered by a vapour barrier and then 4 of concrete floor. Your home will experience some dampness and it is difficult to have organic items directly on the floor that wont be affected.
  
  I know this is not what you want to hear but these are the facts.
  
  As a goodwill gesture, we will come back once your basement walls are framed an install our Thermal Dry Floor Matting. It is non-organic and will not decay and will work in your basement. Or, the other option you could choose is that once your basement walls are framed, we will spray foam the header and walls at no charge. For that you will need to remove all the insulation before you frame the walls.
  
  ***********************

  Customer response

  11/04/2024

  April 10,2024
  I received a proposal through the BBB website with Advanced Basement Systems to contact me directly. I rejected this proposal, and I stated that I do not want direct contact. However, ABS contacted me directly. This is how frustrating this company is to work with. I received the direct contact email, but I did not respond.  The email from ABS clearly implies that this system didnt work and its not what I want to hear but it is as good as gets.
  
  After 6 home visits and 6 days taken off work, the common theme from ABS was nothing can touch the walls, and nothing can touch the floor as concrete needs to breathe (even though solution multiple times was to pour an ineffective concrete sealer on the concrete) ABS removed most of my insulation that was up against the walls assuring me this would fix the problem. They also told me that I cannot store anything on the floors everything has to be off the floor.  The proposal to put plastic on the floor and spray foam the walls doesnt sit right with me and it is very conflicting, and I do not want either as it is just covering up the water problem. My original BBB complaint was to repair but this is not going to repair the leaking walls and floor. I just want what was promised to me a dry basement. Where is the rainwater going to go? I want to change my request to refund my money.  I do not want ABS to perform any work on my house as their workmanship from the last time the floor was sealed. The technician was very angry that he was here. He took the jug of concrete treatment and told me it was supposed to be diluted but he wasnt going to dilute it. He haphazardly dumped the undiluted chemical on the floor. Splashing my new furnace (less than 1 month old), my washer and dryer. The chemical jug was just dumped upside down and back and forth on the walls were the water is rising up the blocks under the stairs.
  In retrospect, the dehumidifier was also moved back forth, turned around, turned to the left and then replumbed as it wasnt put in correctly during the first install. I was also told by one person on the first visit the system wasnt installed correctly and they forgot to drill the holes. The next person said that that person doesnt know he is talking about.  The 2nd last technician came in and said we need to put a trench down the middle of the basement to fix the problem so putting in spray foam and /or plastic floor doesnt make any sense. There is so much incompetence between the technicians and what is really happening. I was told it was the sewers, I paid to have the sewers inspected and they came back with a clean bill of health.  I dont have any confidence in having ABS performing any work in my basement anymore.
  As for clarification if there is water on the floor when it rains the answer is yes.When the last person came out there hadnt been rained in a couple of weeks, so I said no there is not water on the floor right now, the first time it rained since his last visit was March 5, 2024. I came home from work and went directly to the basement to look for the water There were several areas of water on the floor. I took the pictures and texted them to my contact at ABS at 5:39 pm. I received a text back at 8:10 pm Hi *************** me look into this further for ***** did not receive any response.
  

  Customer response

  11/04/2024

   
  Complaint: 21414796
  
  I am rejecting this response because: April 10,2024
  I received a proposal through the BBB website with Advanced Basement Systems to contact me directly. I rejected this proposal, and I stated that I do not want direct contact. However, ABS contacted me directly. This is how frustrating this company is to work with. I received the direct contact email, but I did not respond.  The email from ABS clearly implies that this system didnt work and its not what I want to hear but it is as good as gets.
  
  After 6 home visits and 6 days taken off work, the common theme from ABS was nothing can touch the walls, and nothing can touch the floor as concrete needs to breathe (even though solution multiple times was to pour an ineffective concrete sealer on the concrete) ABS removed most of my insulation that was up against the walls assuring me this would fix the problem. They also told me that I cannot store anything on the floors everything has to be off the floor.  The proposal to put plastic on the floor and spray foam the walls doesnt sit right with me and it is very conflicting, and I do not want either as it is just covering up the water problem. My original BBB complaint was to repair but this is not going to repair the leaking walls and floor. I just want what was promised to me a dry basement. Where is the rainwater going to go? I want to change my request to refund my money.  I do not want ABS to perform any work on my house as their workmanship from the last time the floor was sealed. The technician was very angry that he was here. He took the jug of concrete treatment and told me it was supposed to be diluted but he wasnt going to dilute it. He haphazardly dumped the undiluted chemical on the floor. Splashing my new furnace (less than 1 month old), my washer and dryer. The chemical jug was just dumped upside down and back and forth on the walls were the water is rising up the blocks under the stairs.
  In retrospect, the dehumidifier was also moved back forth, turned around, turned to the left and then replumbed as it wasnt put in correctly during the first install. I was also told by one person on the first visit the system wasnt installed correctly and they forgot to drill the holes. The next person said that that person doesnt know he is talking about.  The 2nd last technician came in and said we need to put a trench down the middle of the basement to fix the problem so putting in spray foam and /or plastic floor doesnt make any sense. There is so much incompetence between the technicians and what is really happening. I was told it was the sewers, I paid to have the sewers inspected and they came back with a clean bill of health.  I dont have any confidence in having ABS performing any work in my basement anymore.
  As for clarification if there is water on the floor when it rains the answer is yes.When the last person came out there hadnt been rained in a couple of weeks, so I said no there is not water on the floor right now, the first time it rained since his last visit was March 5, 2024. I came home from work and went directly to the basement to look for the water There were several areas of water on the floor. I took the pictures and texted them to my contact at ABS at 5:39 pm. I received a text back at 8:10 pm Hi *************** me look into this further for ***** did not receive any response.
  
  
  Sincerely,
  
  *******************************

  Business response

  18/04/2024

  Thank you for your response.
  
  We are sorry that you feel our offer to help you further is not satisfactory. After thoroughly speaking to three different team members who have been to the property, and searching for an accurate depiction of what is going on, and the accuracy of certain accusations in the customer's most recent response, we feel we are regretfully unable to help any further. 
  Our team members would not act in the way that is described. These are senior employees, who know how to appropriately handle situations. Of course, we are sorry for the way this has ended up in the customer's view, and never wish for anything but positive experiences for all our customers. It seems we are unable to assist any further, and unable, by request, to contact the customer directly. 
  

  Customer response

  26/04/2024

   
  Complaint: 21414796
  
  I am rejecting this response because:

  My basement still has water in it when it rains and Advanced Basement took advantage of me. If the basement is unfixable, why would they sell me a water proofing system to fix my basement?  I was scammed. I am so disappointed because I thought I hired the best in the business. I was so wrong. Everything I wrote about is true. it really happened.  I did not think I would have to record their behavior but I will take it as a ****** to record everything from now on when dealing with contractors. Its unfortunate that ABS will not stand behind their system. My next step is to file a complaint under the consumer protection act for "Misrepresentation: promising to deliver a service or product when they know or should know that its not possible." as this was clearly admitted to in their correspondence on this complaint. They do not need to contact me directly as they are too hard to deal with in person, that is why I requested everything to go through this website.
  Sincerely,
  
  *******************************

• Initial Complaint

  31/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted Advanced Basement Systems (ABS) on FEB 28 2023 to perform a maintenance on my sump pump, while I was abroad. Their technician, Trevor, told me that one of my pumps (1 of 3) was seised and needed to be replaced and was going to look into replacement options for me (new vs used). I was told by them I still had two back up pumps working at this time while he was going to investigate options for me. I never heard back from Trevor and he was the last one in my basement until one week after he was there I get a call from my father that there is no heat in my home. I hired an HVAC technician to tend to my furnace and when on-site, Josh, notified me that my basement was under 8" of water. I immediately called Advanced Basement Systems. Their technician, again it was Trevor, showed up (without boots) and was unable to go down and inspect the sump pump. Josh, however, did have boots and was able to go to the sump pump area and noticed that the plug was half out of the wall (I have a picture of this). When he plugged it fully in the water drained out. Obviously Trevor did not secure the plug into the wall and left my system inoperable. Trevor did not wait around for the water to drain to inspect the sump pump. Good thing my neighbour (Barry) hung around because once the water drained out fully from my basement the battery back up system for the sump pump began to smoke and so he unhooked it. Good thing because if Barry wasn't there to unhook it my house could have burned down. At first the management of ABS were apologetic and trying to work with me but now that their insurance company has denied their claim to reimburse me they are not responding to me anymore. I've had to spend over $23,000 out of my pocket to rebuild my basement (including replacing the floors, walls and doors and installing a new furnace). I have yet to receive a single penny from this company. I have received only a bill from them for the new pump (which is paid in full).

  Business response

  31/05/2023

  Hello,
  
  1) The homeowner (Mr. Kliza) claimed our Technician left his pump inoperable.
  2) The homeowner claimed our Technician was the last person in the basement. 
  3) The homeowner refused to use his own home insurance coverage. He demanded Advanced Basement Systems either pay him directly, or go through their own insurance. The latter was selected, and the company's insurance firm issued the claim to B. ******* *********, B.****., CIP of ********** * ********** ********* ****
  
  Mr. ********* launched an investigation into the matter and determined, after working with all parties, that there was no evidence Advanced Basement Systems was at fault (see attached document). Advanced Basement Systems thoroughly reviewed the situation before the investigation, directly with Mr. Kliza, and again re-reviewed Mr. ******* claim whilst working with Mr. *********. Our company reviewed the situation to ensure we felt confident that we were not at fault.
  
  After the investigation on May 30, 2023, Mr. ***** stated, "I still hold your company responsible for these damages whether the insurance company will cover you or not and will pursue other lawful means to do so."

  Advanced Basement Systems is not accepting fault.

  Customer response

  05/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Their insurance company did not perform a proper and fair investigation.  They have no basis for their claim to not accept responsibility other than their unwillingness to work with me.  The technician from Advanced basement systems was the last one in my basement and failed to ensure that my sump pump system was plugged in properly and functioning when he left.  The flood happened in my basement as a direct result of this.  Their insurance company and their business have not responded to my additional questions and attempts to work with them. 

  I am not satisfied with their current attempts to resolve my situation and am seeking fair restitution

  Sincerely,
  
  ***** *****

  Business response

  07/06/2023

  Hello,

  Per Mr. ******* points:
  

  1) The insurance company did not do an investigation, a third-party adjuster did. This firm was appointed by Advanced Basement Systems' insurance broker. The reason this was done is because Mr. ***** refuses to use his own home insurance company... The adjuster in a non-biased, fact-driven role. He is entirely indifferent on the results of the investigation. The adjustor interviewed three employees from Advanced, as well as Mr. ***** and a small number of people/tradespeople who have been working at Mr. ******* home. 

  2) Their basis...Mr. ***** claimed Advanced Basement Systems was the last one in the basement, as well as claiming, our actions caused his basement to flood. They denied his claim because Mr. ***** was unable to prove those statements. Mr. ***** writes, "The technician from Advanced basement systems was the last one in my basement and failed to ensure that my sump pump system was plugged in properly and functioning when he left". However, there is no evidence of this. Advanced Basement Systems would, and always has, stood for what is fair and right. If we were at fault here, we would take responsibility. There is a complete lack of evidence as to how this happened. The Technician says he plugged the pump back in, tested it, and left the home. The Technician has been employed here since 2014. He is trusted and performs this task many times per week.
  

  3) We are not responding to emails, as we have no intention on directly ****unicating with Mr. ***** regarding the financial demands stated in his emails. Mr. ***** says he will take this matter legal, so that lawyers can talk it out.
  
  4) Mr. ***** has a basement that became flooded. He says we didn't plug the pump in. He also says, we plugged it in half-way. We've also heard, the pump was plugged in fully, but somehow came loose on its own through 'vibrations'. There have been different stories. The photo evidence provided by Mr. ***** shows a pump that was partially plugged in. The pump model in question is operable when it is partially plugged in. Our Technician denies leaving the pump unplugged nor partially plugged in. Mr Kliza. wants us to hand-over $20,000+, because he believes we are at fault. We believe we are not. A third-party adjuster believes we are not. I am unsure how to respond, as Mr. ***** questions my personal integrity and ethics via email. He has been unable to provide evidence to me, my employees, nor the adjuster, that what he is claiming is true. 

  If he chooses to submit this to small claims court, we are happy to provide our case as to why we believe we are not at fault.

  Thank you.

  Customer response

  08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Advanced basement systems is at fault and that I do have adequate proof.  On Feb 28th 2023 I was not at home and hired Advanced Basement Systems to enter my home and inspect my sump pump.  They were the last ones in my home.  One week later I have no heat in my home and contacted an HVAC technician.  Upon entry into my basement this technician informs me over the phone that my basement is flooded.  I have to replace a furnace, washer/dryer, walls, doors, trim, carpeting and vinyl flooring as well as personal items that now amount to +$22,000.  I have a picture from this technician (the first person into the basement since having Advanced Basement Systems in my home) showing a dislodge plug from the wall.  When this plug was fully plugged in the wall my sump pump powered up and drained the water. 

  There is no "multiple storyline" here as Advanced Basement systems is claiming in their last response.  Only one - that this plug was left not fully fastened into the wall by their technician.  It is the most likely scenario to have caused this to happen.    

  Advanced Basement Systems and their insurance company want more "proof" to show it was their fault in order to reimburse me for the damages this incident has caused - and yet they are lacking any proof of their own to show that it wasn't their fault.

  My sump was installed by them a few years ago and receives yearly maintenance by them.  I have not had any problems with this sump pump flooding until AFTER their technician tended to it on Feb 28 2023.  These are the facts of this case.  As well as a picture showing a plug not properly fastened to the wall by the next person to enter the basement after them. 

  I believe that Advanced Basement Systems is at fault and their management and insurance company are not voluntarily accepting responsibility.  

  Sincerely,
  
  ***** *****

*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. ↩