Complaints

This profile includes complaints for Bix Basement Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bix Basement Systems

  2140 330th Ave Fort Madison, IA 52627-9783

• 

  Bix Basement Systems

  8910 N. Industrial Road Peoria, IL 61615

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************************* prepared a proposal on 101/09/23 to waterproof a well pit on my property, which included Wareguard, ice guard, landscape ****** and clean space wall, a1/3 hp casrt iron sump pump to be mounted in a triple safe liner with clean pump stand. On 01/13/23 I gave Bix Basement a deposit, 25% of the total cost ********, which was 937 dollars. I had an electric line ran to the well pit and Bix was scheduled to work on 01/26/23. They showed up but it was 18 degrees F, I asked them to come back the next day, it was 44 degrees, they failed to show. The secretary ***** said they will be here 03/20/23, they showed only to tell me that they could not do the work due to the way the well pit was built. I said to one of the young men so I'm out 937 dollars, he replied no your deposit will be refunded. On 3/21/23 I spoke with *****, she said that she would contact accounting and my check will be here in 8 to 10 days. On 3/22/23 **** from Bix Basement called me and stated that there was an 800-dollar labor charge for 4 hours of work, they were only here about 2 hours trying to think of a solution. I argued this and he just kept bartering with my money, I feel like I have been robbed, they did nothing to waterproof my well pit, they used my sump pump and my shop vac, and my wheel barrel to move 2 wheel barrels of OSB that sealed the well pit but got saturated over the winter and fell in. I offered to give them 200 dollars for their time, that was not enough he wanted 300, I do not believe I owe them a *****, I would like my full deposit refunded they did nothing to waterproof my well pit, I received nothing form them but an explanation as to why they were unable to do the work. My grandmother used to store her canned tomatoes from the garden inside the well pit, that was my plan however Bix Basement failed to uphold their contract..

  Business Response

  Date: 03/24/2023

  We went out to ***** and unfortunately, we weren't able to perform what was proposed. At the time of the free estimate there was no way of knowing that this would be a monolithic floor due to all the debris that was blocking the view. Our crew tried to come up with multiple solutions to take care of ***. It's never our intention to leave customers without a solution. When we went out there in January it was not possible to even start this project without knowing what was under there. Everything was frozen to the floor and there is no way if we were able to put water guard in, the concrete would NEVER cure in these conditions. She had a piece of plywood for a "cover". She wanted us to come the next day being it was nicer, however we already had worked scheduled and she was advised of this. Regardless everything was still frozen it wouldn't have been do-able so she was given a spring-time date.
  
  After consulting with **** and the crew, we weren't able to give her a full refund due to the labor/hours/drive that we invested in this customer. We typically charge $75.00/hour per person. That would of been almost $600 dollars, **** talked with her on the phone, she was very unhappy and stated she feels "they worked maybe $200 worth". **** asked her to meet him  way at $300 and she stated "I guess and I won't go to a lawyer for that much". This was all prior to the BBB complaint.

  Customer Answer

  Date: 03/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had them install a sump pump system and the discharge has been nothing but an issue for not only us, but our neighbors as well. The original quote was supposed to go outside the other side of our house and to the end of our property. But they went through the side right by our neighbors and into our front yard. The pipe in the ground freezes every year which tells me it isn't deep enough. They have been here 3 (maybe 4) times to fix it and never did. Then the last time they wanted $20/ft to correct their improper installation. We have tried for years to let them correct the issue to no avail.

  Business Response

  Date: 01/24/2023

  Bix Basement Systems sent a service technician out to this customer's home on the day this complaint was entered. ************** said the reason the customer's pump is running constantly is due to the customer's wall caving in and water running continuously into the basement. As you can also see, via the photos attached, the mud and water that has come down those steps has completely covered the sump pump installed by Bix Basement Systems and could possibly cause problems in the future. 

  Bix Basement Systems had to re-route the discharge line at the time of installation due to the basement having very shallow crawlspaces that we couldn't put interior piping through. The discharge line Bix Basement Systems installed is the best solution and is working as desired. At the time of the original installation in March 2019, the Bix Basement Systems crew extended the discharge line for the customer from 15 feet to 40 feet at no charge to the customer. ******************** was again called out to this home in February 2022 because of discharge line issues, finding their ice guard had been "beaten" off the side of the house by what looks like a baseball bat. Our crews replaced that as well, free of charge. 

  During the last visit in January 2023 to this customer's home, the homeowner verbally cursed at ************** when he attempted to explain the issue with having mud over top of the sump pump and told our crew to get the *** off his property.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18820360
  
  I am rejecting this response because: the wall mentioned does not help our situation as I told the rep sent to my house. The wall has been bad for roughly 9 months. We are currently saving to have it repaired. The original issue when it was installed was the floor drain. It back flows. As I said, the pump itself wasn't our complaint, it is the discharge. It was supposed to be installed to our property line whichever way they went. The original plan did not work due to crawld space, even though the salesman said "we have guys small enough to get in there." I was ok with them going out that side unaware that it freezes every year and causes issues with out neighbor. I don't know where a 15ft discharge came from, because I was told it would go to our property line. And it's buried so it shouldn't freeze. They were contacted many times before the 2022 crew coming out. Constantly told "they'd get to us." And never did til they came out and laid a pipe above ground in the middle of winter, which froze obviously. The original like was never hit by a bat, I removed a vent to **** it out in attempts to thaw it as they hadn't gotten to us in a couple weeks. The rep got an attitude and told me I basically made a false claim with BBB and it wasn't their fault due to wall for entrance, so I told him to leave as he was there to prove his company wasn't at fault not to help resolve the issue. Dealing with Bix has been nothing but a pain and I never will have them on my property again. Nothing but "too busy to come out", charging me to fix their improper discharge install, and excuses. Again, I'm aware of the basement wall, I even told him about it before we went down there. The pump was never the complaint, until the discharge freezes and the water pools along our non-failed wall and comes back through. If it's frozen outside water isn't coming through the wall at the entrance as it'd be snow and heat doesn't escape from it that much. The discharge is a problem for my neighbors as well and they have made it very known. And this claim was made before I knew he was coming as my original claim went seemingly unaddressed. Again, I will never have Bix on my property. They had years to correct this, long before said wall was an issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/25/2023

  Per the drawing attached, the original discharge line was intended to be closer to 15', however due to obstacles and a crawlspace noted, we were unable to use that route and opted for the longer route at no additional charge since the customer was told we could do the shorter route originally. Unfortunately, this is not something that the crew could control - the crawlspace was simply too small for a discharge line to go out that side of the house. Bix Basement Systems has outlined options for moving forward for this customer and has deemed the work paid for has been completed.

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company came out to my home and they gave me a quote. They didn&#**;t check anything. They just told me this is way it needed to be done. I paid them $2400 down and they quoted me $10000 for the entire job. My nephew came out and looked at it and found it wasn&#**;t the issues *** said. All the drains around my home were plugged and that was causing the flooding in my basement. Now Bix will not refund my money. They are claiming they had the materials ready for the job and said they have a three day cancellation policy which I was not told about. If I was told about it, I would have never signed up with them. ****** in their office told me I could get my money back when I initially paid the money down.

  Business Response

  Date: 10/13/2022

  Dayton *********** Specialist) met with ***** on July 12th at her house. She was in the basement with him the whole time and a friend named ****** even came downstairs and asked questions.  Our Design Specialist went over with her the water issues and explained how the process works. We noticed a hole in the floor where the tub drains out and it was completely full of water under the concrete. I've enclosed a picture. She said she wanted to think it over. A couple days later she called the office to put down the deposit.  She waited until September to call to cancel saying her son-in-law fixed the issue. I told her we use deposits to buy the customers products because we don't warehouse products and that we would be keeping her deposit per the contract but would apply it if she decided to move forward with the job.

  The company has also attached a statement from our accounting department along with a copy of the contract that includes the right to cancel policy.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18159707
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/14/2022

  When we were in the basement ****** was inquiring about different options ****** said it would be more expensive to dig outside I told him I had to think this over since it was *****.he called later that night to tell me he gave me a discount but it only lasted for another day so when I call ********** the next day ****** took my number never once telling me about the cancellation I asked her if something came up and I canceled this can I get my money back she told me as long as I didnt cancel the day before also when u call this Co. They say they record all call so if this is true u can here her tell me about getting my refund

  Business Response

  Date: 11/04/2022

  Bix Basement Systems responded to this complaint with a letter from *********************** in our accounting department as well as a copy of the contract stating our Notice of Right to Cancel policy that was electronically signed on 7/19/22.  Our Right to Cancel Policy states the customer has 3 business days from the time of signing the contract to get a full refund should they decide to cancel their job.  ******************** didn't call the office to cancel until 9/1/22 which is well outside our policy.

  Business Response

  Date: 11/04/2022

  Bix Basement Systems responded to this complaint with a letter from *********************** in our accounting department as well as a copy of the contract stating our Notice of Right to Cancel policy that was electronically signed on 7/19/22.  Our Right to Cancel Policy states the customer has 3 business days from the time of signing the contract to get a full refund should they decide to cancel their job.  ******************** didn't call the office to cancel until 9/1/22 which is well outside our policy.
  

  
  

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bix gave me a quote of $8476.76 to do a de-watering system and sump knowing exactly our intentions of finishing the basement. The work was completed and paid for. The sales person did notice some slight shearing on the lower block of the West wall. He stated that it wouldnt be a concern. After a couple months and the rainy season, we noticed water along the West and Southwest corner. It took quite awhile for them to return to check out the situation. In the meantime, they requested that we rip out the lower 4ft of drywall and insulation that had already been finished. When I finally met with the installers, one of them stated that they should have used there CleanSpace product to protect the walls and be said he told Bix this. Nothing was ever said to me about it and is a fairly cheap fix compared to the $8500 spent. The installers ended up dumping over **** gallons of water into the system and we got drops out of the system into the sump pump drain. So they ended up putting the CleanScape up about 4ft on the West wall and left the wall repairs for my contractor again. This seems to be working for now. I ended up spending another $2000 on contractor demolition and repair of the wall. When Bix warranty states If water from the walls or floor wall joint passes through the perimeter water control system and onto the basement floor we will provide the additional labor and materials to fix the leak at no additional charge to the homeowner. ***********************, salesperson, claimed to have spoken to the owner multiple times about how they would reimburse for the labor from my contractor. After several attempt to communicate with them, they just stated that it was the insulation causing the problem and not their problem. Again at the beginning of this conversation, ***** knew our intentions was to completely finish the basement as livable space. Thank you for your time and hopefully a resolution to the problem is solved. They did not uphold their warranty!

  Business Response

  Date: 10/11/2022

  Bix Basement Systems did an initial inspection on July 15,2021 and installed a full perimeter water system and Triple Safe sump system on August 2, 2021.  A water issue developed after the interior walls were framed, insulated and drywalled.  Upon our service call and inspection, it was discovered by Bix employees that no vapor barrier was installed between the concrete wall and the blown in insulation by ************** contractor.  By not having a vapor barrier between the concrete basement wall and the insulation, moisture was allowed to accumulate in the new insulation and leaked out on the floor.  After seeing this problem by our Bix team, we installed cleanspace against the wall for ************ to solve his problem at no additional charge. This was never part of the original proposal from Bix.  ************ states in his complaint that Bix had installed the cleanspace (at no cost to **************) and everything seems to be working.  There had been no problem for months with our system functioning as it should prior to the insulation getting installed.  Our system was and is functioning as promised and still carries a lifetime warranty.  ********** of Bix Basement Systems has not heard from **************** since March 4, 2022 regarding any issues prior to this complaint.
  
  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18167006
  
  I am rejecting this response because:

  The screenshots show the initial leak we discovered around 2/26/21 and then an additional leak on 5/3/21 that was disclosed to Bix.  So the business saying they haven't heard from me since 3/3/21 is incorrect.  That section on 5/3 was also torn out by contractor and re-done.  I guess they claim no accountability for their work even when their installers stated it should have been done different.  I trusted the process and obviously that didn't workout for me!

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

  Business Response

  Date: 10/12/2022

  The company response was that we haven't heard from ************** since March 4, 2022. He claims the company response was March 3, 2021, which isn't true.  ************** also didn't say anything about the fault of his contractor not putting up a vapor barrier against the concrete wall prior to blowing in the insulation.  The failure to do that was the cause of his problem.  So, as I mentioned in the initial response, Bix did it for him at no additional cost to **************.  Bix went above and beyond to take care of this customer and correct his problem that was of no fault of Bix Basement Systems.  

• Initial Complaint

  Date:06/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the bix Basment trench system put it and Bix has a waterproof guarantee. The Basment system failed resulting in my Basment becoming soaked and ruined my carpet and vinyl plank flooring. I was aware in the contract they do not replace floor coverings. My issue is that it is a waterproof guarantee not a water resistant product. I went to the business and met with the president ********************* and explained to him and showed pictures of the damages. I requested Bix to pay half of the $4600 Servpro drying fee I encountered because of the faulty system. President ********************* told me he would talk about things with the management and get back with me. It has been 2 weeks and I have not heard from Bix and I have left voicemails for ********************* each day.

  Business Response

  Date: 06/30/2022

  Per the customer's conversation with owner, *********************, the rain event this customer experienced was an act of God (receiving several inches of rain in less than a few hours) which is unfortunately not covered under our warranty. It has been determined the system is working as intended.

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17429897
  
  I am rejecting this response because:
  Bix has agreed to pay $500 to assist in the damages
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/07/2022

  Yes

• Initial Complaint

  Date:05/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bix Basement Systems serviced a home I own in ******, **** at **************** annually to keep my Bix Basement System up to date, safe and covered under warranty. The last two service trips/two years during their annual service, the technician (*****) said there were issues with the system he needed to discuss with management and design a plan for addressing. I have called and followed up multiple times with no success or response from anyone, especially management, in regards to my annual service, coverage of warranty or plans for concerns they have with my basement system. I have received no correspondence or customer service in regards to my complaints and have only been met with very poor customer service, no service and a ********************** System that needs attention and does not operate correctly.

  Business Response

  Date: 06/03/2022

  The service technician for Bix Basement Systems met with management to discuss this complaint and schedule a visit to this customer's home. Until this complaint, ******************** has zero record of this customer reaching out in regards to his system or it's performance. A customer service rep has reached out to this customer to schedule a date for visit. We encourage all customers to reach out to us at ************ regarding their needs.