ComplaintsforPerma-Seal Basement Systems, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *********************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an estimator come out from Perma-Seal, He inspected my crawl space and give me an estimate for the work I needed. When the crew came to do the work, the plumber quickly showed me pictures of my pipes that were not even connected above the sewer stack and coming from my kitchen sink. This was the root of the problem I was having and possibly not the whole job ******** sold me. In fact, he never even mentioned the pipes were bad or that the water which was causing the problem was actually coming from those pipes.The Plumber then arrived that morning and told me I needed to pay an additional $1800 before they could even start the other much bigger, more expensive job. He said the pipes prevented him from being able to do the bigger job. This seems like fraud on the part of ********. I could have potentially just had the pipes fixed and not needed the bigger, more expensive job. I contacted the 800 number and the operator - **** told me to contact ********. I asked is that Perma-seal's policy to put in a complaint against someone by contacting them directly? After not settling for that answer, Ms. **** said she would contact the sales department with the complaint. A Manager called me two days later to discuss my complaint. As I told him my concerns, he just took up for the adjustor. I asked him had ******** told me about the pipes that were leaking directly from my sink into my crawl space, I would have at least had an opportunity to fix them. I explained that ******** did not say he thought I had water coming from outside or other sources as the manager suggested. The Manager offered me nothing, not even an apology. He remained steadfast that his adjustor was not wrong for not telling me I had bad pipes and that I could have gotten fixed 7 months before I did. It's easy to see that had I known my pipes were causing the problems I was having, I could have gotten them fixed and not had water running into my crawl space for an additional 7 months.

  

  Business response

  04/29/2024

   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 **********************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2012, we called perma seal as a precaution. We had a carpeted basement. Never flooded. Never had issues with water coming in. We wanted to ensure this remains the case. They came out and put a 2nd subpump in. They had to drill around the entire inside perimeter of the house. They installed drains. Every since this happened, our basement has been flooding with water whenever it rains. We called as a precaution and they caused a huge problem! They did something wrong!!! We called several times to have them check it. They came out and say nothing is wrong but our house is constantly flooding to the point the carpet was so wet it Is squishy when you walk on it. They claim in order to fix the problem, we have to pay thousands of dollars all over again. Meanwhile, we can't ever have anything on the floor of our finished basement because it will undoubtedly get soaked. They had to have drilled into something maybe they shouldn't have because this flooding has already cost us so much money in lost items due to water damage. The walls stay wet, the doors are warped so they don't close anymore, and we are constantly having to spend WEEKS at a time after it rains getting water off the floor as it seeps in over the course of those weeks. it's draining and tiring and something we should not have to deal with. Calling Permaseal was a HUGE mistake that I regret more than anything! Now we dread every time it rains as we get older and are not as able to get the water up as fast and cannot keep up with how much comes in. We have physical issues that prevent us from getting a lot of the water up. And PermaSeal is telling us to spend thousands more that we don't have to fix a problem they created!! IT'S A SHAM BUSINESS! THEY ARE PREDATORS AND SHOULD NOT BE IN BUSINESS!!!

  

  Business response

  04/03/2024

  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 response

  04/04/2024

   
  Complaint: 21514822
  
  I am rejecting this response because: I returned ****************** call twice and have not yet spoken to him.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/11/2024

  Spoke to customer regarding concerns she is having outside of the work we performed.  Offered solution to help resolve this conern.  She said she would think about it and call us back

  Customer response

  04/12/2024

   
  Complaint: 21514822
  
  I am rejecting this response because: I still believe the amount of water that is coming into my house far exceeds the explanation given. I also strongly believe they need to FULLY INFORM their customers of any potential issues or if they believe water will still come in the house. Spending thousands of dollars so that water will not come in the house just to find out they want you to spend another couple thousand every year after that to keep water out of the house is ridiculous and frustrating and continues to make it all feel like a scam. Especially when you find out the solution is to pour bleach down the drains. I have no desire to pay Permaseal any more money. I will pay a different service to help keep my basement dry every year. Hopefully the next service will be upfront and honest about all costs involved. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 5th this year Perma-seal installed drain tile to the front of my basement to prevent water seepage during rains. While connecting the drain tile to the sump pump the installer hit the water main entering my home causing a leak. The Perma-seal plumber upon inspecting the leak told me he could not touch the water main because it was lead pipe. On March 6th ************** came to my home to inspect the damage telling me he called the ********************* and found that the water main could not be repaired it had to be replaced. ************** then told me Perma-seal does not replace led water pipe and it would be my responsibility. I told him it should not be my responsibility because I did not cause the leak. We could not come to an agreement so I asked to be contacted with their claims department. ************** told me Perma-seal does not have a claims department and he referred me to ********************. When I spoke with ******************** we had a similar conversation. Again I said the responsibility should be with Perma-seal. At ******************** request I got an estimate for the replacement of the water main. On March 15th I received a quote from ************************* in the amount of $8650 plus permit fees. I then texted ******************** including the written estimate for the replacement of the water main that afternoon. Since that text I have not received a response so I emailed ******************* including the quote from Suburban Plumbing. To date I have not received a reply from ********************. I feel ignoring me is most unprofessional.

  

  Business response

  03/27/2024

  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. We strive to be better.  Our Operations Manager left a message for you to resolve your concerns.  If you need anything else, please contact *******************, to discuss. He can be reached directly at ************ or *********************************. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PermaSeal was hired to repair cracks and lift the concrete on the north property line of our townhome community. We paid them over $13,000, and the work was supposed to come with a warranty. After the job was complete, the *** was flooded with complaints from homeowners that the concrete worker did nothing more than leave a terrible mess of foam. No cracks were sealed. The concrete was not lifted. It was a complete waste of money. I have tried reaching out to the company over 10 times to get the matter resolved to no avail. After threatening legal action, PermaSeal sent a supervisor named *********************. He agreed to do the entire job over again. However, he disappeared, and Permaseal went silent again. They are a terrible company and I highly advise working with a different agency

  

  Business response

  03/29/2024

  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. We strive to be better.  Our Scheduling Manager left a message for you to resolve your concerns.  If you need anything else, please contact *******************, to discuss. He can be reached directly at ************ or *********************************. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was using 1 1/2 corrugated flexible drain pipe to direct my sump pump discharge from the back of my house out to the street where it emptied into the municipal storm drain. In the winter of 2018 the line froze up flooding my yard. Perma-Seal told me they could solve my flooding problem by running a 2 PVC pipe from the back of my house that would discharge into a 4 underground PVC pipe that would be buried below the freeze line out to the street where it would connect underground to the city storm drain. 7/19/18 a Perma-Seal salesman came out measured everything and **** up a diagram for the work to be done. He assured me this would be the end of my flooding problem. There was no mention that the work was not warranteed or any indication that their solution might not work for any reason. The work was done 9/21/18 and I paid the balance of the $2599 bill. In March of this year I found flooding in my and my neighbors yard coming out of the inlet to the 4 underground pipe. I called Perma-Seal and was told there was no service crew available for 3 weeks. I called a plumber, the line was routed and immediately solved the problem. This month the sump discharge was again unable to enter the buried 4 PVC drain again flooding my yard. I called a plumber who routed the line and showed me roots that were clogging the 4 underground drain. A solid 4 PVC drain below the freeze line, if properly joined and cemented together, should not have roots inside. I called Perma-Seal to fix the problem and was told their work was not warranteed. The salesman purposely withheld information I needed to make an informed consent and intentionally misled me to believe the work was warranteed. This is unethical. I want Perma-Seal to make whatever repairs necessary at no further cost to me and extend a full warrantee on the project as was presented to me at the time I paid for it.

  

  Business response

  11/22/2023

  Thank you for taking time to speak with me today.  ****** will be meeting with you on Wednesday 11/29 to resolve your concerns.   Please contact *******************, if you need anything else.  He can be reached directly at ************ or **********************************

  Customer response

  11/30/2023

  Complaint: 20882241
  
  I am rejecting this response because: Your email notifying me that you have closed my complaint arrived prior to my meeting with the Perma-Seal representative. Therefore, I had no offer from them at that time. The representative did arrive 2 1/2 hrs later and offered a temporary solution to send a service to use a camera to look into the drain and to rod the drain from end to end free. He agreed to rod the line free in the future if it continued to be clogged. This was a verbal agreement and he said he would send me an email tomorrow (Nov. 30) for my records detailing that agreement. I prefer not to close this case until after I have read the written agreement and determine that it was what was verbally offered. This may be only a temporary fix.  Should this be a frequent and ongoing problem, I will renew my original complaint based on inferior materials and poor workmanship.
  
  Sincerely,
  
  Storm Deputy

  

  Business response

  12/01/2023

  Thank you.  ****** is sending you the details you need this morning!

  Customer response

  12/06/2023

   
  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,
  
  Storm Deputy

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 2023 I purchased a home in Westchester that Perma Seal had done work to couple months before the sale of the house. Prior to me closing on the house I was told that all warranties would transfer over to me as I was now going to be the owner of the home. The amount paid was ********* and it was to installdrain tiles inside the home. I had the assurance that I would not have a water problem in my basement. During the first rainfall after moving in I noticed water pouring down in my basement where the repairs were made and where they werent. I contacted perma seal and they came out. When they came out they said my problem was on the outside and that I would have to have a spill over system installed that would cost and additional ***** dollars. To my surprise I stated why is that if according to them they guarantee there work. They told me to read the contract that it states water getting in through the cove isnt covered under warranty. Disappointed again with their response perma seal sent another employee who quickly identified the problem which was the problem was on the outside not the inside. I carefully read the contract and on the diagram it shows that I should have had wall liner installed which my basement did not. After pressing the manager on the issue he wasnt able to provide me with the info as to why it wasnt installed and said they did not have that information in their system. Perma seal on their contract state they have a thorough 15point inspection and its very clear that they did not perform that inspection properly as I have water come in every time it rains. I than asked the manager what were the options they presented the original owner with as to how to repair the problem after they did their inspection and the answer was that they did not have any record of the options presented to the original home owner. On the contract it also states they installed 4 flex foam pads after examining they installed 11. Which was not in contract

  

  Business response

  11/03/2023

  Spoke to customer.  Our Senior field inspector is coming to meet on Monday after 4pm.  If you need anything else, Please contact our Customer Experience Manager, *******************, to discuss your concern. He can be reached directly at ************ or **********************************

  Customer response

  11/07/2023

   
  Complaint: 20818766
  
  I am rejecting this response because: 
  Complaint: 20818766
  
  I am rejecting this response because: I reached out to Bill today and never heard back from him could have been that he had the day off, but with that being said I had until today to accept or reject there response. The reason I am rejecting the response is because their resolution they offered me does not fix my problem. Yesterday one of their specialist came out to my home to see what the issue is with the water. The man couldnt have been nicer and very knowledgeable compared to the other 4 gentleman that had come out before on numerous times. Before leaving he offered to wrap 4 of my interior walls with wall liner. I am rejecting that offer because when to previous technicians came out they said the only proper way to fix the issue with the water coming in my basement is to do a drain spillover on the outside of the home. They quoted me close to 9k and they said that is the only proper way to fix my issue. It has become very clear to me that they did not follow the proper steps to diagnose the problem with the water coming in and just went with recommending the more expensive job which was close to 14k that was paid to them. In there contract it states that they do a 15point inspection and inspect the exterior concrete and flood the system with water to see where it comes from. Its very clear that they did not do that because if they had they would have seen water is still easily coming into my home. One of their inspectors came and said that the 15point inspection is for the 1yr preventative maintenance and it does not state that anywhere in the contract. In my basement I can count 11 foundation cracks that they repaired but on the contract it only states that 7 should have been done. When I press them on this matter they do not know why that is. Theres random wall liner sections in my basement that is also not part of the contract and they also do not know why this was installed. Water has now damaged my back staircase as well. Im no expert in waterproofing basements but I have learned about it by having to deal with them. The first time I asked them what was the proper way to repair my issue that they should have diagnosed correctly the first time was that I should get the spillover. Now that they are trying to save as least money as possible they offer to do the wall liner for free when they know that wont properly fix my problem. They have never asked for what I believe should be done but I do believe that they should install the spillover in the exterior of my home that is having the water issue at cost to them due to their negligence and not properly taking the steps that are clearly written in there contract. They are the industry leaders in waterproofing and its very clear that they took many shortcuts on this job and have no paperwork of all the work and recommendations that were made. They state their company mission is doing the right thing for their clients but its clear to me that is not the case.
  
  Sincerely,
  
  *****************************
  
  

  

  Business response

  11/08/2023

  Our goal at Perma-Seal is to create remarkable experiences for our customers. We are dismayed that we were unable to do so for you! It's very important to us that we learn and continue to improve our client's experience.  We are happy to come back and provide ******* solution for you.  It is clear the previous homeowner that made the decision to move forward had multiple issues going on.  If you need anything else, I can be reached directly at ************ or **********************************

  Customer response

  11/08/2023

   
  
  Complaint: 20818766
  
  I am rejecting this response because:
  I have tried a couple times to reach out to Bill and have not heard back. Yes you are correct its obvious the homeowners before me had several issues going on. All that transfers over to me legally. The previous homeowners went to perma seal because you guys are the industry leaders when it comes to waterproofing basements. *** talked to ***** another manager and have asked for the recommendations you guys made to the previous homeowners based on your ***************************************************************************** the recommendations you guys made which is disappointing being that perma seal is a big company and one would think that you guys keep notes of things like that. Its very clear to me that you did not do the proper inspection on the home prior to doing any work to it. Homeowners had retaining walls that kept lots of water in. You guys dug the drain pipe right where that was and you put the soil back at a higher level over the foundation knowing that was a problem. The work you guys did to that home and whats on the contracts doesnt match the work that was done to that home. *** asked for explanations as to why that is and I have never received an answer for it. Your inspectors come out to my home and say the only way to properly repair it is with a spillover and quoted me 9k for the job. Now you are offering me a wall liner which is 2k and will not properly fix the issue. You guys are trying to do the cheapest and easiest solution for perma seal. Not whats right for your customers. Ive asked for information regarding your legal department and Ive never heard back with that from ***********
  Sincerely,
  
  *****************************
  
  

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2020 we had water in our basement and various waterproofing companies recommended interior drain tile. We chose Perma-Seal based on reputation and comparable prices. We spent $20,000 on the drain-tile and $40,000 to refinish the basement.Perma-Seal told us small obstacles would not need to be removed as crews could dig underneath without breaking the concrete floor. One such obstacle is a closet that happens to be the location where the water damage occurred. Although Perma-Seal knew the water damage location, they did not advise against hand-digging under this closet or insist that we remove it even though it meant a wall liner could not be installed there.During heavy rain in July 2023, we had water in the same area. Clearly, there had been small amounts of water between late-2020 and July 2023, because there was rotten/moldy wood trim and carpet tack strips in the area.We called Perma-Seal in July 2023 to report the new water. Their inspector determined a warranty repair would be made to install a wall liner in the area of the closet. At our expense we removed carpet, padding, drywall, moldy trim and opened walls inside and on the sides of the closet up to grade level and removed the closet shelving. Perma-Seal completed the liner installation at their cost. Our cost to mitigate the damage and refinish the area was $3,700. Perma-seal declined to pay any of the $3,700.Perma-Seal presented itself as the waterproofing expert and was aware of all of the locations where had water in our basement. Perma-Seal failed to recognize that not installing a wall liner in an area of known water intrusion could be problematic. Instead, in 2020 Perma-Seal sold us a $20,000, life-time peace-of-mind waterproofing solution that neglected to address a key problem area. As the homeowner, we relied on the self-proclaimed experts. The solution failed in just a few years. We would like Perma-Seal to refund us $3,700 for the damage that their solution failed to prevent.

  

  Business response

  10/03/2023

  Our customer care team has been in constant communication with customer.  We have offered our resolution to customer.

  Customer response

  10/10/2023

   
  Complaint: 20682934
  
  I am rejecting this response because:
  

  The business states it has offered its resolution. That resolution is to not accept responsibility for the additional damage to my property that resulted from the business recommending a solution that failed to adequately address the basement flooding issue in the first place back in 2020.

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

  

  Business response

  10/12/2023

  We have serviced free of charge the area of concern under warranty.  If you need anything else, please contact *******************, to discuss.  He can be reached directly at ************ or **********************************

  Customer response

  10/25/2023

   
  Complaint: 20682934
  
  I am rejecting this response because: The business has not responded. I called and left a 2nd voicemail on Monday 10/23 for the contact person the business provided. Please do not close the complaint. It is not resolved. 
  
  Thanks,
  ****
  
  Sent from my iPhone
  
  Sincerely,
  
  *************************

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