Complaints

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

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  Perma-Seal Basement Systems, Inc.

  412 Rockwell Ct Burr Ridge, IL 60527-5959

  
• 

  Perma-Seal Basement Systems, Inc.

  6809 Columbia Ave., Ste. D Hammond, IN 46324-1653

• 

  Perma-Seal Basement Systems, Inc.

  513 Rogers Street Downers Grove, IL 60515

  

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:04/07/2025

  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.

  Transaction Date: 10/4/2024 Amount Paid: $41,622 and 3 cents Business committed to: Permanently stabilize partial foundation with 16 piers, break & remove Concrete Patio/Walk, obtain work permit Nature of Dispute: Either during the work or during job cleanup, the Home's Air Conditioning Suction line was was severed from where it enters the foundation. The work crew and supervisor was made aware of this lines location and importance prior to work starting. The damage sustained by the line indicates that the cause was a large force with a bending moment, most likely caused by heavy equipment or using the line as a handhold to pull a ******* from a nearby pier placement hole. The damage does not indicate repeated blows by hand tools, cutting with a cutting torch, nor a slow sustained force from foundation movement. The contractor suggested that the problem could be fixed by chipping away at the foundation to form a hole big enough for a new line to be brazed onto the old line, which was rejected by multiple HVAC services as well as the building inspector, due to the high probability of failure and high probability of starting the house on fire.Other than offering to do the foundation chipping of a solution that would work, the contractor has not tried to resolve the problem and has been unresponsive to registered letters that receipts show they have received. Additionally the contractor only cut pieces out of the patio, instead of the break and removal as stated in contract.Resolution Desired:Reimbursement in the amount of $1906.00 for repair work to fix the A/C suction line. Patching of hole in foundation around original A/C lines. Finish removal of Concrete Walk/Patio. And an Apology.

  

  Business Response

  Date: 04/10/2025

  We appreciate the feedback that you provided about your experience with Perma-Seal. Its very important to us that we learn and continue to improve our clients experience. **** ***** our Customer Experience manager left a message for you.  Please contact **** *****, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23172417
  
  I am rejecting this response because:
  Response consisted of a single voicemail from a Perma-Seal Customer Experience Manager.  I have called the number they left several times which went unanswered or seemed to be intentionally hung up on.  On of the times the call went to voicemail the mailbox was full and I was unable to leave a message.  I gave the manager times that I would be available to talk via voicemail and text and received no calls.  Only after I gave a deadline did they respond to a text with a more than one word answer, in which they said they would not be able to call before the deadline.  The entire experience has left me feeling that our complaint is not a priority to the company.  Besides the Better Business Bureau complaint, we have sent two letters via registered mail to the **************** and have not prompted any contact from Perma-Seal outside of the response to the Better Business Bureau complaint.  Receipts for both letters show that they have been successfully delivered and that someone at the corporate office has signed for them. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/15/2025

  We understand your frustration regarding this and apologize for any inconvenience this has caused.  We want to assure you that we have been in constant communication with you regarding this matter, and we take your concerns very seriously.  Our aim is to find a fair and satisfactory resolution for you. We are currently reviewing all the details of the situation, including the communication history and the specifics of the contracted work. We also understand that you will be unavailable for follow-up for the next two weeks. Please be assured that we will continue to work on this internally during that time and will reach out to you as soon as you are available to discuss the next steps.  

  Customer Answer

  Date: 04/21/2025

  
  Complaint: 23172417
  
  I am rejecting this response because:
  
  As quoted from 2nd  response "We understand your frustration regarding this and apologize for any inconvenience this has caused.  We want to assure you that we have been in constant communication with you regarding this matter, and we take your concerns very seriously.  Our aim is to find a fair and satisfactory resolution for you. We are currently reviewing all the details of the situation, including the communication history and the specifics of the contracted work."
              
  My response:
  The company has not been in constant contact.  Last in person contact was on December, 11, 2024 with ***** *********** .  Last voice contact with live person was on January, 21st, 2025 when I called them for a copy of the warranty,.  No voicemail contact until after a case was filed with the Better Business Bureau which occurred on April 11, 2025. Last cellphone text contact was on April 14th, only after 3 business days of unreturned calls to **** ***** who Perma Seal told us to contact in its first response to the BBB complaint.  This is not constant contact and to imply so is insulting.
  
  As quoted from 2nd response We are currently reviewing all the details of the situation, including the communication history and the specifics of the contracted work. and and we take your concerns very seriously.
  
  My response:
  This is a falsehood, as **** ***** of Perma Seal said he was not made aware by Perma Seal of the registered letters sent to Perma Seal (See time line entry for 4/14/25). **** ***** also seemed unaware of conversations I had with ***** Augustymak and had not talked to him at the time of last text message.  This is clearly not taking the matter seriously, as taking it seriously would have been providing details to the person assigned to work on the issue.
  
  Again, the letters that were sent to the CEOs corporate office were sent by registered mail and have receipts showing they were signed for.  The lack of follow up on the letters, and the failure to disclose the existence and receipt of the letters disproves any claim to be in constant contact.  It is insulting to suggest otherwise.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/22/2025

  This message is to reiterate our conversation regarding a follow-up. As yoiu mentioned, due to personal reasons, you will be unavailable for the next two weeks.
  To ensure we reconnect at a convenient time for you, please let me know what date in approximately two weeks, around May 6th, 2025, or thereafter works best for your schedule.
  Thank you for your understanding.

  Customer Answer

  Date: 04/28/2025

   Complaint: 23172417
  
  I am rejecting this response because:
  
  During a phone conversation with **** *****, Customer Experience manager the following occurred:
  
  1) Perma-Seal is still maintaining it is not responsible for damage position.  However **** will talk to his superiors about additional information gained during the call.
  2) **** said he does not have the power to approve or grant a refund.  This is frustrating to me because it shows that Perma-Seal is not taking the complaint seriously enough to have a person with the power to resolve the complaint acting as their point of contact.
  3) **** maintains a position that Perma-Seal responded after the second letter sent to Perma-Seal.  However, no response or contact on behalf of Perma Seal was established until after a Better Business Bureau complaint was filed.  The Better Business Bureau complaint was the third attempt to get a response.  The two letters sent by registered mail were given time for a response to be made, however none came.  If the letters generated the response, why was contact not initiated until after the BBB complaint was filed and responded to.
  4) **** stated that we should get a refund for the concrete patio removal that was paid for but not done.  However, as mentioned in point 2, **** does not have the power to approve or grant a refund, so there are doubts as to this actually happening.
  
  At this time and in light of the above, there is no resolution on the main point of the complaint which is payment for the repairs to the air conditioning lines.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/12/2025

  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.

  12/11/2023 - Perma-Seal was to complete a new attic insulation job. I paid a deposit of $1,440.00. The job was for new insulation - new baffles - insulation on the back of my two attic doors, outlets foam sealed, and a rebate offer. The dispute is with the remaining balance. During the project, one of the workers fell through my ceiling. I had to be very adamant that they get someone to patch my ceiling. They did get someone to somewhat put up some drywall. They then rushed to try to complete my job which they could not that night. They did set up some workers to come back to mud/tape/paint the ceiling. They did complete that - but it is a very bad job that I was not satisfied with. Where they did the work my celling has a crack in it, there are black ****s on my celling, there is a outline where they put the drywall up, there are parts of the ceiling where the paint is chipped off, there is a spot on my wall where they put up the plastic and then took down that pulled the paint off, there is a **** on my wood floor where they had tape and pulled up, there is paint on my wall from where they painted the ceiling. They also now say they don't do back of door insulation and also rebates are not available. (however i see a tv commercial they have saying they have them). They also left a light on in my attic. There were other things I was promised at the sale - that afterwards "didn't matter". I have worked with many different representatives and asked to speak to the owner. I was requested a quote to fix my ceiling which I did. The company is offering $400.00 off my final balance. That will not cover the ceiling repairs. My house is in worse state now then before this job. Also what was a 1 day job turned into over a week. My house was covered in dust. They did say they do not do drywall - and it shows. Other issues, **** showing up with no ladders - having to use mine, being passed to different **** and other concerns.

  

  Business Response

  Date: 03/19/2025

  Spoke to customer and she has agreed to resolution

  Customer Answer

  Date: 03/20/2025

   
  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:02/10/2025

  Type:Billing 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 hired Perma-Seal to install drain tile in our basement in order to prevent water from seeping in after rainfall. The company performed this service in September 2021. Before we agreed to this work, the Perma-Seal representative assured us REPEATEDLY that the workers would not cut the basement wall when installing the tile. Unfortunately, when the workers did the job, they cut away about 15 inches of the wall for the entire length of the wall (20 feet across).As a result of this unexpected damage, we had to hire another outfit to replace the drywall so the wall would be covered again. We were unable to have this job done during the pandemic, and we finally hired a contractor to do this job in 2024.We contacted Perma-Seal and requested a reimbursement for the wall repair (which cost $1,650). The Perma-Seal "collections specialist" told us that this damage was not covered by our contract (page 7, section E, shown below).Contrary to the contract language, the damage done to our wall was not due to dust, etc., but it was done by the Perma-Seal workers. Their actions directly contradicted what the Perma-Seal representative had reassured us REPEATEDLY, that this job could be done without damaging our basement wall.We would like Perma-Seal to reimburse us the cost of the basement wall repair: $1,650 (invoice below).  

  

  Business Response

  Date: 02/13/2025

  Spoke to customer is aware this wall needed to be removed to accomplish goal of installing work.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22922577
  
  I am rejecting this response because:

  Someone named **** who said he worked for permaseal called last week. He said permaseal could not reimburse us for the cost of the repair to the basement wall. He read a different part of the contract he claimed we had signed. It was different language than the contract that the other **** (someone named ********) sent us.

  The upshot is that this company is unwilling to honor what its representative told us, that the work could be done WITHOUT damaging the wall. Instead, the company hides behind a contract in order to avoid financial responsibility. This company hasn't even offered to pay us part of the $1,650 we had to pay in order to repair the wall their workers damaged.

  Permaseal should pay a portion of the cost we had to pay to repair the damage done by its workers.

  Sincerely,

  ***** and ******** ******

   

  

  Business Response

  Date: 02/18/2025

  We understand that this is not the resolution you were hoping for. However, as a company, we are bound by the terms of our contractual agreements. We regret that we are unable to provide reimbursement for the wall repair costs in this instance.  We value your business and strive to provide clear and accurate information to our customers. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22922577
  
  We are rejecting this response because: Even though you claim you are "bound" by the contract we had with you, you seem unwilling to acknowledge that exceptions can be made to any contract or agreement. Your representative did you and us, your clients, a huge disservice when he REPEATEDLY assured us that our basement wall would not be damaged when the drain tile was installed. It was primarily because of this promise by ****** that we chose to hire permaseal to do the work in our basement.

  This MISrepresentation put us in a very difficult position when the permaseal workers came to our house to perform the service we paid for. We had to either send them away without doing the work, or let them do the work and damage the wall by cutting away a large portion of it.

  You talk about how much you value your customers and how their satisfaction is so important to you, and yet you cannot even bring yourselves to try to reach a compromise with us about this issue. Customer satisfaction should be much more valuable than any contract, and the sooner you understand and accept this, the stronger and more successful your company will be.

  Sincerely,
  
  ***** and ******** ******

   

• Initial Complaint

  Date:11/06/2024

  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.

  On 9/20/24 permaseal came to our house to install a complete drainage system and a new sump pump for $10, 000. They also installed a trap that was not listed in our contract, nor was approved by us. We called to let them know the trap was not on the contract and we didnt want it. On 9/22 water collected in our basement. We reached out to the office and the earliest they could address the problem was 9/25. They fixed the problem, but said we would have to sign a waiver to remove the trap. We kept the trap we did not want. On 9/27 the village inspection failed. On 9/29 our basement took on more water. On 9/30 the repair tech came unprepared to fix the issue. After multiple phone calls, they sent a field supervisor to ***** the issues and agreed we should be compensated for multiple errors. He put us in touch with customer ********************** **** ******. ****** suggested Permaseal install the drain pipe, that sits above ground, be dug underground at no charge. This would solve the issue with the village and would count as our compensation. Since we had concern digging underground due to a low dip in our yard and possible flooding we rejected this option. On 10/10 a new solution was offered to push the pipe out another 20 ft for an additional $1000. We rejected the solution to dig up our yard and pay more money. I proposed they compensate us monetarily. ****** told me he would get back to me. He did not. On 10/24 I called ****** and he told me he would talk to the leadership board. On 10/28 ****** called me and told me their offer remains. I asked to speak to his superior and he replied that there was no one above him. I questioned him about the leadership board that he mentioned in our previous conversation and he said it was the president. I asked for the presidents contact info, but he told me the president cannot be reached. We are stuck without a resolution.

  

  Business Response

  Date: 11/08/2024

  We appreciate the feedback that you provided about your experience with Perma-Seal. Its very important to us that we learn and continue to improve our clients experience. **** ***** our Customer Experience manager left a message for you.  Please contact **** *****, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22522880
  
  I am rejecting this response because:
  
  I reached out to **** and left him a voicemail on 11/11 to call me back. He has not returned my call, so no solution was offered. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/19/2024

  Spoke to customer 11/18 to discuss concerns.  Left message for customer 11/19 to discuss resolution.  Please give **** ***** a call back at ************.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22522880
  
  I am rejecting this response because:

  I was offered monetary compensation that I would receive after signing an agreement.  Upon receiving the agreement, I saw Permaseal added that we would take responsibility for failed inspection with the village.  We will not take the responsibility for the failed inspection, nor will we fix their error.  These are two separate issues.

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

• Initial Complaint

  Date:09/14/2024

  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.

  On August 5, 2022, we entered into an agreement with Perma-Seal Basement Systems, Inc. to install interior drain tile in our basement, four window well drains, and a sump pump (double basement defender system) with an ejector system which included an underground extension (***) meant to eject the water from our sump pump up through the basement wall, under our lawn and ultimately empty into a lawn well escape. When the crew installed the *** the following month (September 3, 2022), I expressed concern regarding the depth and angle of the lawn well but was told it was properly installed. We paid an initial deposit of $3,397.29 with the remaining $8,927.02 to be paid through a financing entity. The following spring we noticed that the ejected water was pooling several inches above the lawn well and the surrounding 25 - 50 square feet of lawn was so saturated with water that we were unable to enjoy our backyard. I began calling Perma-Seal on April 1, 2024 requesting repair to the ***. Perma-Seal sent a crew in April and quoted me an additional $3,000 to extend the *** and move the lawn well from the backyard to my front yard. I called Perma-Seal to reject this quote and request repair of the *** since Perma-Seal guarantees the material and workmanship of the *** for 10 Years free of charge. I spoke with *** ******* who apologized and agreed to visit the property, assess the issue, and propose a solution. After his on-site visit, *** called me and confirmed that the *** was installed improperly leading to incorrect drainage and flooding. He promised that he would follow up and schedule a crew, which would include him as the *******, to move the *** to another area of the backyard free of charge. *** promised this move would help to alleviate the drainage and flooding issues. I have called every week since April 1, 2024 to schedule this work with *** and his crew but was offered the same crew that previously installed the ***.

  

  Business Response

  Date: 09/16/2024

  We appreciate the feedback that you provided about your experience with Perma-Seal. It's very important to us that we learn and continue to improve our client's experience. Thank you for taking time to speak to our Customer Experience Manager.  He has set up the site visit for tomorrow.  If you need anything else, please contact **** *****, to discuss.  He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22287038
  
  I am rejecting this response because my issue has not been resolved. We have had several site visits since April. Weve agreed to the proposed solution resulting from those visits, but have not received a date for the work to be performed. This complaint will not be resolved until the defective UGE installation has been adequately remedied.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 09/17/2024

  Customer agreed to meet with us today 9/17 in the afternoon to discuss the resolution

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22287038
  
  I am rejecting this response because the work has not been completed yet and we are not able to assess the repair.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 09/20/2024

  We have communicated with customer that  the work has been scheduled.

  Customer Answer

  Date: 09/23/2024

   
  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:09/11/2024

  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 need our garage floor repaired and lifted up ($2748.72). The sales *** said we would still have this problem, and it was best to put in a drain ($3585.44). They demanded payment up front. They set appointment and postponed. I believe they came on 8/23 and poured the cement. It cracked within a few weeks. We called them to complain, and they said that they would ***our it. Since it was getting colder outside, they asked us to postpone to May 2024. We did but asked for a letter stating that they will repair the cement at n/c. On May 1st, 2024, they came to ***our, and the cement cracked within a couple days and the weather was not cold. We called immediately and was told not to worry that they would look into it. I received a call telling me that they will escalate my concern, and someone would reach out to us. Someone called my husband and basically said "cement cracks". That is unacceptable and I wrote a letter to ****, my sales *** to let him know that if this is not corrected, I will file a complaint with you. **** sent to **** ****** (Senior acct mgr) and she did nothing. ******* ***** on 8/8/24 apologized and said he would review. Someone else called my husband 2 days later and basically said that they will NOT stand by their work, and we are on our own. This job was $3500.00 dollars, and we are more than likely going to ***our blacktop over the drain and get rid of it since it looks bad. I understand that they did the work so they should get paid, but I paid for the work that was unacceptable and frankly looks terrible. We are willing to split the cost of the job, but we should not have to pay the whole amount for something that is unacceptable and, was done incorrectly! Please help us.

  

  Business Response

  Date: 09/18/2024

  We have been in contact with customer.  The work was completed to contract.  Unfortunately any future repours of the concrete will crack as well

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22274079
  
  I am rejecting this response because all they are saying is that concrete cracks. The contract said they would do professional work and this is not professional. We are not pleased with the outcome of the repour. The concrete cracked within days.  We really don't want them to repour but gave that as an option. Since we are going to have to get this job redone and/or just black top over the drain, we should not have to eat the whole 4k. (sorry don't have paperwork in front of me for exact amount).  They should have to at least give us some of our money back but to say, we did the contract when they know the job is terrible. So they just had to pour the cement and who cares what it looks like? This is not right and they should be held liable. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/27/2024

  Communicated with customer for options to resolve.  If you have any additional concerns please call **** ***** at ************

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22274079
  
  I am rejecting this response because: Permaseal is telling you that they contacted us to resolve this when the last time we were contacted was to tell us the cements cracks and basically it will crack again and that was it.  They have never tried to make it right after the second pour. The cement looks terrible, and the job is NOT complete.  At this point, we would like our money back or at least half so we can either hire someone to repour or cement over the whole drain.  Either way, we did not get what we were promised and are very disappointed!!!
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/11/2024

  Please call **** ***** back at ************

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22274079
  
  I am rejecting this response because: I have tried calling **** ***** at PermaSeal ************ and I left a detailed message 3 days ago and he yet to return my call. He doesn't return calls.  He can call me at ************.

  I really would like to resolve this.
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/28/2024

  Left message for *** to resolve.

• Initial Complaint

  Date:08/19/2024

  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.

  We hired Perma-Seal to preform water proofing in our basement. The scheduled work took place July 30th 2024. They installed their floor drain system and water proofing wall material. We were told and guaranteed that this would prevent further water in our basement. On August 7th we had water in the basement in the same exact spots we had before their work. We contacted them. We were told by customer ********************** the soonest they could come out was 2 weeks out. We did ask for this to be escalated to a supervisor. They then scheduled for our tech to come to the house on August 10th. They tested the drain system and checked our sub pump. Our tech then stated that if we were to get water again, he would need a supervisor to come check it. On August 11th - the NEXT DAY we had additional water. Because it was Sunday they were closed, we left a message, and they contacted us back on Monday August 12th. They stated they were unable to send anyone right away, didn't even try to escalate it and told us that managers do not do house calls and would not be helping us with this, a tech would be needed again. The soonest they could help us will be Friday August 23rd. Today August 19th we have MORE water in the basement. The product they sold us is not working as they advertised, and their customer ********************** has been lacking since the first water incident.

  

  Business Response

  Date: 08/21/2024

  We appreciate the feedback that you provided about your experience with Perma-Seal. Its very important to us that we learn and continue to improve our clients experience. We strive to be better.  ******************* our Customer Experience manager left a message for you.  Please contact *******************, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22167563
  
  I am rejecting this response because: I was contacted by ******************* last week and he advised after a tech came back out on 8/23 he would call me that day or on 8/26. The tech proposed doing another $1,100 of work that is clearly not related to the issue. 8/26 I was contacted by a **** attempting to again sell me this $1,100 of work and I advised her of the situation. She said she would get with management and contact me back by the end of the day.  I still have not received a call back from either individual as promised and it is after the close of business on 8/26. We have now had water in the basement four times since the work/solution to fix the problem took place less than one month ago. Still no resolution to this matter from Perma-Seal. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/04/2024

  ******************* our Customer Experience manager left a message for you.  Please contact *******************, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22167563
  
  I am rejecting this response because: I have been in contact with **** again and on Friday 9/6 Field Manager came onsite. Still waiting on response or next course of action after that meeting. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/12/2024

  Spoke to customer.  Customer agreed to resolution that will take place on 9/17.  If there are any other questions please let me know.  Thanks, ****

  Customer Answer

  Date: 09/12/2024

   
  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:06/26/2024

  Type:Order 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 am filing this complaint against PermaSeal Waterproofing for their failure to reimburse my deposit of $1982.72. I hired them on May 7, 2024, for a water defender installation at my home. Despite initial promise, the job could not proceed due to permit issues with the Town of ****** refusing to approve the necessary permits. Despite assurances from PermaSeal's sales representative, *****, that they would resolve this swiftly, the permits were never obtained.After weeks of waiting, PermaSeal presented me with a new quote of $13,000 in addition to the original $13,218.13 to address violations at my home, totaling over $23,000. This unexpected increase was unacceptable, and I declined the quote, requesting my deposit be reimbursed promptly. It has been over three weeks since this request, with no clear status provided despite inquiries to ***** and *****, who cite awaiting approval from *********************.This delay and lack of communication are unprofessional and unfair. As a single mother and the sole provider for my household, I urgently need these funds to address the violations and ensure my home's safety and compliance. I request PermaSeal to honor their commitment and reimburse my deposit promptly. Failure to do so reflects poorly on their business practices and may necessitate further action.

  

  Business Response

  Date: 06/27/2024

  Our Sales Manager, ********************* will be reaching out to your shortly to resolve concerns.  If you need anything else please reach out to ******************* at ************

  Customer Answer

  Date: 07/03/2024

   
  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:05/24/2024

  Type:Product 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.

  On or about April 9, 2024, my elderly mom had Perma-seal out to look at cracks in her basement. I'm her son, and I was present. Ultimately, the salesman sold us on installing a sump pit. My mom paid $1,531.00 up front via check that was cashed by Perma-seal. The installation date was supposed to be the following week. When the install crew came they almost instantly told us the job couldn't be done as bid due to modifications that needed to be done with our electric, and that additional work needed to be done to do the job correctly. They said that we actually needed additional demo and a drain tile system otherwise the pump wouldn't solve the basement wide problem. They were very nice and not at all pushy - they were matter of fact and knowledgeable. The additional work added thousands to the job and my mom cannot afford that. So, we asked for a refund the day they came out (week of April 15). Perma-seal agreed to refund the money and issued a check to my mom and my deceased father (he died 3 years ago). We received the check, presented it to the bank but the bank wouldn't cash it because it was also made out to my dad. So, my mom called Perma-seal and asked that the check be re-issued in her name only. It's been a month and still no check. There have been several phone calls where my mom was told "the check's in the mail" and the "check's at the post office". However, it's been about a month and she's received no check. She went to the post office - they didn't have the check. She keeps asking me, why would they say the checks in the mail or at the post office when it's not. My mom is on fixed income, elderly and very frustrated so any help getting her money back is greatly appreciated. I would even go pick it up if need be. They took the check by hand, they should personally come and put it in her mailbox by hand and not string her along.

  

  Business Response

  Date: 05/28/2024

  Your feedback is important to us, unfortunately with the limited information provided we can not locate your mothers property in our database. Please contact our Customer Experience Manager, *******************, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 06/04/2024

   
  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:05/14/2024

  Type:Order 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.

  I signed a contract with Perma-Seal (********************* Their Representative) on 09/23/2023.I paid a down payment on December 2, 2023 in the amount of $2,798.21 also I signed the contract with Perma-Seal on that same day (December 2, 2023).The job was scheduled for April 8, 2024.Perma-Seal Employees completed the job on the above date but their were a few concerns about how they left the job. I was told to call them if there were any issues, which I did.My concerns consisted of an 80- Pound backup battery sitting on the floor on a piece of foam with wires extending upward openly to the monitor which is used to alert any abnormal functions of the sump pump (COST $2,400.00).Secondly I complained about the plastic they left sticking on the wall against what I think is cement but I was told to never remove the plastic. Their advertisement photo doesnt look anything like what they did. They were suppose to seal a Crack in the foundation not leave plastic on the wall. I was told not to ever remove the plastic. The sealant for the crack looks like they used cement on the wall from top to bottom and covered it with PLASTIC (UP TO FOUR CRACKS FREE ON CONTRACT).I contacted Perma-seal multiple times but I only got excuses, promises, and then I was just ignored. Prior to all the above the telephone was hung up on me by ****** in the permit department. I contacted ********************************* about the contractors work he stated once the second inspection is completed by the Village of ************* with the electrician they will take care of the village concerns and mine.The ********************* change their tactics as well as Perma-Seal stating that an Electrician was no longer needed from Perma-seal so now they just want to check the outlets. An inspection was passed by the Village of ************* on April 8, 2024.********************************* last words to me were on May 3, 2024. Hi **************, As I explained before to you that we have to perform our work in accordancewith village codes to insure a proper installation. You do have yet to schedule a final inspection w/************* in order to close out an active permit. When the inspector comes he will view our work for compliance. If something is not done per their specifications they will let us know what needs to be done to be code compliant. When that occurs we will contact you to set up service.Thanks,************** sent the response BELOW to ********************************* once the second inspection was cancelled by Perma-Seal or the Village of ************* which stated Perma-Seal will not be needed for a second inspection.SINCE PERMA-SEAL NOW DECIDED WITH THE VILLAGE OF SOUTH HOLLAND THEIR PRESENCE IS NOT NEEDED WILL SOMEONE COME AND PLEASE CORRECT THE ISSUES I COMPLAINED ABOUT. THANK YOU. (May 8, 2024)On December 2, 2023 I gave a down payment of $2798.21 also I signed the contract. I was informed that they would sign the contract and send it back to me. They sent back a copy with my signature on it, but never signed on the line that say Owners Signature.I dealt with ********************* regarding this issue but her last response on May 8, 2024 stated. *****, The one you signed ************ fully executed; the employee signature is optional but I signed and attached the originalfor your records. Let me know if you have any questions. I emailed ********************* again for a signed contract but she has yet to respond. My last message sent to ********************* was on May 8, 2024 which I stated I signed the contract as asked before we sat a date, I will like the owner to sign the contract like I did because it wasnt optional for me to sign and give a deposit after the Job was completed without prior Stipulations.If there is an original CONTRACT then WHAT IS THE PROBLEM WITH GIVING ME A COPY FOR MY RECORDS?

  

  Business Response

  Date: 05/15/2024

  We appreciate the feedback that you provided about your experience with Perma-Seal. Its very important to us that we learn and continue to improve our clients experience. We strive to be better.  ******************* our Customer Experience manager left a message for you.  Please contact *******************, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21708065
  
  I am rejecting this response because: I call him back on the same day. He didnt call me back the next day which is May16, 2024.  Nothing was mentioned in his response about any of my complaints outside of saying what they strive to achieve.  I also forgot to mention the Perma DC DEFENDER IS NOT FUNCTIONING AND HAS NOT FUNCTION WELL APPROPRIATELY 3-4 weeks after it was installed.  It stays in the red, I have no control over it but the app expresses everything is ok when its not.  Its not worth the $2,400.00 I paid for it.  I hope Perma-Seal do the right thing.  Thank You

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

  

  Business Response

  Date: 05/20/2024

  Spoke to customer.  We have resolved the issue with the red light on the Basement Defender.  Customer is sending additional pictures of examples of work that needs to be updated.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21708065
  
  I am rejecting this response because: we discussed my concerns but some things was done like sending the contract back with a name on it and addressing the functioning of the basement defender device which I feel I have no control over it.  ****/ ************************* stated he will call me the next day to set up an appointment to take care of my other concerns but he never did its been almost 48-HOURS.  I am referring to the BACK UP BATTERY AND THE PLASTIC COVERING THE CEMENT ON THE **** in place of filling a CRACK.
  
  Sincerely,
  
  *********************