ComplaintsforWoods Basement Systems Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 17th work was done to water proof my basement and this work was found to be faulty. They agreed to come back out to inspect and then agreed to fix the problem. they did not show up for the appointment costing me $500 in a work day not including the travel. then they said they would be out on saturday. I called on thursday to confirm and they confirmed, but I received a call on friday (today) to postpone until next week. Now this is now only costing my work days but a month of rent and that is assuming they show up or do the work correctly this time. In short the work was guaranteed to be waterproof and it wasnt. It was also installed in an unsafe manner, the gap between the wall and the waterproofing system can fit a hand in. Their own inspector was trying to find the gravel for drainage that was supposed to be installed and didnt see or feel any, or a flush valve to clean it out. On top of it they seem to just be pushing it off intead of fixing the problem and now I am out $3300 for the cost with no benefit and $2600 for rent and $1000 for days off work.

  

  Business response

  06/26/2024

  We are sorry we had to do warranty work at no charge on this project that delayed completion as well as extra time off from work.  We are willing to talk about a partial refund however presently our customer is challenging the credit card payments for this whole project and that needs to be resolved ahead of an offer by our company.  Thank you.

  Customer response

  06/27/2024

  Complaint: 21817102
  
  I am rejecting this response because: I will not pay in full in the hopes that the company will do the right thing. They came back and did work again and looks satisfactory on the surface, but we are getting an inspection, the initial look found no gravel that was supposed to be installed. If the company wants to offer a settlement then we will decide if the work and loss of money is worth it, not before.
  
  
  
  Sincerely,
  
  *******************

  

  Business response

  06/28/2024

  Our warranty is 100%transferable to the next homeowner, once paid in full.  We understand that our scheduling for this warranty work at no charge was an inconvenience for our customer.  To date the contract is fulfilled.  We did the expected warranty work per the scope of the contract at no charge.  We are not sure why there is a contested credit card issue holding up the payment per the agreed contract.  We did this warranty work for our customer as soon as possible because we know how well our products work and stand behind our teams workmanship 100% too. Once payment is completed, we will certainly offer an adjustment to help our customer out with their financial concerns, but expecting to keep ALL of the work and products installed for Free is not acceptable.  Thank you.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October 2023 I signed a contract to level my driveway. They arrived as scheduled on Jan 3 2024 and worked on it. It didnt look even close to level and a corner that was supposed to be aligned was even worse. I called a few weeks later to ask for an explanation. They sent someone out on Feb 13 to look at it. He said he didnt know why such a small amount of poly was used and wouldnt get back to me with some answers. Its now been 8 more weeks or so and no one has even called. Communication has been non existent since I signed the contract. In some places the concrete is up to 6 inches down from being level. I Think a refund of $3500.00 would be fair

  

  Business response

  05/04/2024

  As of April 3. 2024, all expected work was completed and satisfactory per our customer's request.  We are here to help further as needed and stand behind our products and workmanship for our customer's homes.  Thanks, 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filled out a form online requesting a quote. This was about 4 months ago. I have opted to go in a different direction with the project. I have explained this to Woods Basement. They continue to call at a minimum daily (sometimes multiple times a day) about following up and wanting to give me an estimate. This has been going on for months. I have blokced their numbers, but I still find the voicemails on my phone each day. I have asked them to no longer call, but they will not stop. Was a mistake to ever get in contact with them. They are relentless with emails and phone calls even after you ask them to stop.

  

  Business response

  03/26/2024

  We are so sorry we missed that and continued to call.  I have had the customer service team to stop calling or emailing. 

  We are sorry again for over doing it, ****

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had cracks in the wall in the basement and the wall was bowing almost 3,water would come in through the door.They sold me a sump pump,a grate under the door,a dehumidifier and brackets to stabilize the wall.They said cranking one of the brackets every 6 months would correct the leaning wall. In May of 2023, they did the repairs.They gave me a giant socket wrench and told me to crank the stabilizing bracket every 6 months. In October, I found cracking along the edges and moisture present. The sump was installed backwards, the discharge lines not secured.One of the support brackets was bowing.The grate by the door was caked with sloppy concrete.I complained and they agreed to redo the work, making no concessions for the stabilizing brackets.When they came to fix it they took the concrete chunks threw them back in with some new rock.They slopped concrete on the opening where the dehumidifier drains.The water barrier,that by state regulation is supposed to be 10 mil plastic, was thin,supposedly 4 mil.It was rumpled under the chunks of used concrete with no potential of sealing out moisture. The grate by the door was made worse by sloping the concrete to direct water in. The sump pump was still not corrected. They used duct tape to secure the plastic water guard. They dont use concrete, they use Quickrete Sand Topping Mix, intended for repairing and topping damaged concrete surfaces less than 2 thick- not for a basement floor that is to be a minimum of 4thick. After I complained again,they offered to repeat the work.With so much jostling to the foundation, I consulted with qualified professionals.I learned that the support beams were not holding the wall up, not spaced properly, and that removing certain ones could cause structural issues.They advised against cranking the bracket bc it will cause structural damage. The sump was unneeded to begin with, and cannot be removed either.

  

  Business response

  02/16/2024

   Recently we attempted one last time to get this resolve directly with our customer about their ********************** concerns.

   

  Timeline:
  

  Five months after we installed our work we went back to go over these concerns, set an action plan for the scope of work per the warranty and had a team there in November 2023 to meet our customer expectations per the contract and warranty.  On that day, as we were completing that work, the customer confirmed that we could speak with a third party.  We were instructed to stop and leave our uncompleted work because they wanted another opinion for this situation.  We stated that we were within an hour of completing the work and that all of our work and products would all be covered by the warranty for this or any other issue they were concerned about in the future.  We were asked to stop and leave so we did as instructed.

  Later that same November, our production Director of Operations met with the customers' interested third party in the ********************** and talk about the next action plan to remedy all the concerns which was agreed upon but need to be okay by the homeowner, our customer.  We reached out to follow up before Thanksgiving and since our customer was already traveling, we were told we would reconnect after the holiday.

     November 27,2023, our Director of Operations was texted by the 3rd party and within the phone conversation that day was told that the customer wanted our waterproofing system removed.  When we asked about the foundation wall repair we installed, if that was to stay or be removed too, we were told that they would talk that over and get back with us again.  Just a couple of days later our Director of Operations received another text asking for a refund.  The phone call that day our Director was told that the foundation wall repair needed to stay in place so we asked when we could set a date to remove the waterproofing systems and we were told that they would talk that over and get back with us.  Then we were also told that the sump pump system we installed would have to stay too since it was located alongside the foundation footing.  So, at this time, we were waiting for them to contact us again.

  The first week of December 2023, hoping to finalize the plan to remove the waterproofing system but leave the wall repair supports and sump pump system we were informed that we were not to send workers out and that going forward we were to speak directly to our customer.  That same week, our Director did have a conversation with both our customer and the 3rd party together on a call, trying to resolve this and get an agreeable refund amount provided but was unsuccessful because in conclusion nothing short of a full refund would be acceptable and we believe that was not appropriate or fair.  In conclusion, we regret we were unable to resolve this to the satisfaction of our customer and our team.

  Thank you for helping and listening to our side of this unfortunate circumstance.

  Customer response

  02/16/2024

  Complaint: 21147624
  
  I am rejecting this response because:
  
  The idea that a full refund is not fair is based only on them not wanting to refund my money. A full refund is MORE than fair- as they did not offer me a solution to the problem. They only offered to redo the work, which is not acceptable, as they have proven twice that they are not able do it correctly. They sold me products that were not suitable for my situation, and damaged my home- rather than fixing anything.  I had to have their work corrected and torn out- spending another 13k on top of the 16k I spent with Woods. I deserve a full refund. Thank you for helping me resolve this. 
  
  Sincerely,
  
  *******************

  

  Business response

  06/04/2024

  When our customer ************* had some concerns about the basement work we installed, we were in contact with the fianc ***.

  We stand behind our products and workmanship to make sure the full systems installed were functional and properly working as to the scope of work and warranty.  Warranty work is provided free of charge.  We were told about the concerns and as previously stated in our first response, as we were working to resolve all the concerns and provide a satisfactory solution up until the point of the request for a full refund was asked of us.  We have journaled our interactions with our customer from March to December.   Now, this is the first we are hearing of damages.  We are sorry this remains unresolved with our customer and we appreciate the interaction the Better Business Bureau is providing between both parties.  We believe we have made our responses clear, and that a full refund is unwarranted, thank you.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/21/23, I contracted with Woods Basement to perform concrete leveling on both my driveway and walkway to my porch. On 5/19/23, Woods Basement came out to perform the work. Shortly afterwards, one driveway panel and one section where the walkway meets the driveway began to sink. After repeated attempts to get someone at Woods to respond to my calls, I contacted my sales person. He was able to get a Production person to respond and a team came out again on 7/3/23 to re-lift the sunken areas. This 2nd visit corrected the sinking problem with the driveway panel. However, the area where the walkway meets the driveway began to sink again. Since 8/30/23, I have contacted Woods Basement by email and phone several times and the Production team has not responded and/or set up an appointment to address the issue. The warranty in the contract states that if the lifted concrete settles more than 1/4 inch over the course of 5 years, there will be no charge to re-lift the settlement. The settlement in the area of concern in probably around 1/2 to 3/4ths inch and was in the course of 2 months - see pic. After over one half year since hiring Woods, I would like to have this problem resolved. My first choice is for them to fix the sinking area. My second choice is a refund for a portion of the contract so I can move on and hire another company.

  

  Business response

  05/10/2024

  We now have ******************************* set for his work at his home on May 25, 2024.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Woods Basement System did basement work for my neighbor. The gutter work that was being done was routed into my yard. They cut about 14 to 15ft into my yard without permission. I contacted the company. I spoke to a Woman Named ******. She told me that they would be out yesterday to remove it, it is still in my yard today. The business contacted my neighbor and have rescheduled for Saturday and I will be here to ok the work. No one at the company has bothered to contact me to let me know what is going on. I was going to use this company but I will never use them now. I would for them to get their product out of my yard and to fix my yard.

  

  Business response

  10/14/2023

  Follow up with them this Monday to make sure they are happy that we took care of this issue.  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Woods Basement was contracted to fix a crack in the basement of my elderly father's wife's house. On May 25, they attempted to fix the crack but were unable to level the slab. The workers thought it could the an interior wall of the house was sitting on the slab. The company was to send an insepctor or engineer to determine next steps. It's Sept. 25 - 4 MONTHS - and no one from Woods has insected the property AFTER REPEATED CALLS. The owner is 88 years old. My father is also 88. The basement is not safe. We are willing to pay for the repairs. Woods needs to finish the job.

  

  Business response

  10/14/2023

  I spoke with ******* Friday, yesterday, and told her that I would be following up this Monday trying to set up a revisit, get the right person out to assess the best next steps to take.  More to follow soon.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Woods Basement system to Mud **** my driveway and sidewalk to make them level because they had settled. They have come back 3 times now trying to get it right. They cracked my driveway in 2 places and drilled over 80 holes in the concrete in a short distance and used different materials to fill the holes, it looks terrible! It still isn't even close to being done right and It's nowhere near level. It looks a lot worse now than when they started. The 3rd time they tried to fix it they damaged my irrigation system and I had to pay approximately $1200 to get it repaired.I wish I had checked with the BBB before I called them (73 complaints, 39 in the last 12 months). If I had I would never have hired them!

  Customer response

  06/29/2023

  I forgot to mention that I gave Woods a copy of the *** irrigation bill and they said it was not realistic, they didn't believe any of it. I ask them to call *** because *** said they would be glad to speak with them about the bill. I ask Woods If I could be on that call and they said no. I spoke with *** after the call and they said ***** from Woods was very rude and argumentative and didn't want to listen to anything they said. I then called ***** and he said he would give me a $200 refund but that was all. I said no that was unacceptable.

  

  Business response

  08/09/2023

  Per the contract, all our work to resolve this issue were performed in April 2023.  We were unaware of any damages to the irrigation systems until 2 months later and the material we use to lift concrete would have encapsulated and not crushed a pipe.  Additionally, the area effected was all one zone and related to that and not the supply of water being cut off because of a crushed pipe.  This was discussed with the irrigation company among other inconsistent details, like the nice green lawn while in a drought this year (see photos sent by customer) and "No" photo of the damages.  The claim that we damaged the lawn irrigation systems is not verified and we feel we are not responsible without evidence of the claims made.  Thank you.

   

   

  Customer response

  08/10/2023

  Complaint: 20255815
  
  I am rejecting this response because: 

  It is not accurate at all. All the work to resolve this issue was not performed in April. They wanted to come back for the fourth time after a supervisor named ***** came out in June and looked at the work they performed. He also offered me a $200 credit which is absolutely unacceptable. They didn't mention the fact that they cracked my driveway in three places. It didn't have any cracks until they started. The driveway and sidewalk still aren't level, it's actually worse now than when they started. There are eighty plus holes still in my concrete, some of the material they used to fill the holes have popped out the rest are many different colors. It looks terrible. They were also made aware of the damage to the irrigation system as soon as we noticed it, they just didn't come out until June. Woods claims the material they use can lift heavy slabs of concrete but wouldn't crush a pipe. I called another company that provides the same service, and they said the material that Woods uses could defiantly have crushed a pipe. They said Woods should have ask for a schematic of the irrigation system before starting the project. As I stated before ***** did call the ****************** but according to them, he was very rude and basically told them he didn't believe anything they said. In regards to pictures, I don't know how we could have taken a picture of a crushed pipe under the sidewalk.  I really am surprised and disappointed they would not stand behind their work. There is plenty of evidence for this claim!
  
  
  
  Sincerely,  
  
  *******************************

  

  Business response

  08/11/2023

  We are sorry that this happened with our customer.  The crack issue was reviewed with the expectation of the lifting process and was not an unknow element to the work.  We do regret that cracks appeared but that is also covered by the contract and scope of work.  If there is any other issue needing to be addressed per the warranty, we will do that work.

  The offer for a partial refund was to help with this situation but nothing to do with the irrigation system.  Thanks.

   

  Customer response

  08/13/2023

  Complaint: 20255815
  
  I am rejecting this response because:

  
  I don't believe they are sorry all this has happened, if they were they would be more willing and concerned about correcting these issues instead of making excuses. Again, the irrigation system worked great until the third time they tried to fix the terrible job they performed the first two times. After the third time the irrigation system wasn't working like before. The irrigation company said in writing that the work Woods had done was the reason it wasn't working correctly. That's all the proof I need. 

  In regards to the work that was performed to level my driveway and sidewalk, it is worse now than before they started. They are not even close to being level and they have approximately ******************* them that were filled with different color of product, some of them the fillers have already popped out. It looks terrible, I'm embarrassed to admit to anyone that I paid $2000 for this and $1200 to fix the irrigation system and all Woods is willing to do is give me a $200 credit. Several people have made comments about how bad it looks. 

  I want the owners of Woods to come to my house and see what they have done to my concrete or at least look at the pictures, although they don't show just how bad it is.

  I'm in the process getting estimates to have new concrete pored. I believe it's the only way it will ever look right. 
  
  
  Sincerely,
  
  *******************************

  Customer response

  10/13/2023

  10/12/2023 AB:  Consumer states that he would like to be refunded for ruining his concrete and damaging his sprinkler.  They did not do the original job correctly they had been to my home three times.  The third time is when they damaged the sprinkler system.  They should have asked for a location of the sprinkler system before work was done on the concrete.  The business did offer $200 dollars but I refused the $200 dollars.  I would like to be refunded for what I paid for the concrete work in the amount of $2000 and $1000 for damage to my sprinkler system.  Total amount of refund I would like is $3000.

  10/19/2023 AB: We have two issue I have paid them $2,000 and they ruined my concrete, and they did not level it, and why did they come back three times.  The third time they came out one whole zone of the sprinkler system did not work, and the irrigation company stated that sprinkler system was crushed. I called another Company and they stated that you need to get a schematic of the sprinkler system before leveling is done so you do not damage the sprinkler system.  I only asked the business to put that on there after they told me such. I am flexible and negotiable but $200 is not going to get it.  Now I will not take anything less than $2000.00

  10/20/2023 AB: Consumer was called with the business response and customer is accepting of the business's response  and would like to go to Arbitration.  

  

  Business response

  10/19/2023

  10/12/2023 AB: Hello, this customer wants us to pay for damages to his sprinkler system months after the installation date.  He sent us a bill from his sprinkler company and when we called to verify the bill, we were told that they added the note about the damages per the customers instruction.  There are not broken parts to support his claim about our product damaging the system in the lawn or photos.  Our product would have reacted opposite of his claim in that it would have encapsulated it and not break it.  Not sure after all the visits with him and conversation where this is going to end up but with supporting evidence, we know that we did not to the damages claimed. Thank you, *************************

  10/19/2023 AB: Sent **** a email with the desired resolution for the complaint. 

  10/19/2023 AB: **** emailed me back with; Hello, it is my understanding that the customer included photos of the yard where the damages were to have occurred months after we completed our work.  Noted that he stated he was out of town, however the lawn looked well-watered months later from the photos he supplied stating we possible damaged his yard system.  When we spoke with his sprinkler system company we were told that they were to have the customers **** sent to us to pay, on a claim of damages again without evidence of broken parts or photos.  Our material on walkway concrete slabs would have encapsulated the water pipe system without causing an issue.  Our offer for the $200 discount still stands because the results of raising the side walk was not up to his expectations and is not for the claim of damages.  Thanks, *************************

  
  

  Customer response

  11/09/2023

  Below is an email from my irrigation company. They make it clear that Woods Basement System damaged my irrigation system.

   Begin forwarded message:

  From: ******************* <**************>
  Date: November 9, 2023 at 11:26:18 AM CST
  To: *************************** <***************************************;
  Subject: Copy of what was sent to **
  
  To whom it may concerns:
  We were asked to make repairs to the irrigation zone in question. The issue was there was almost no flow on the landscape side of the walkway. The cause was two pipes were restricted under and along the walkway. We ran new pipe from the right side of the front yard where working sprinkler heads were, to the sidewalk, bored under the sidewalk, reconnected to the landscape side, and ran an additional feeder to the left side of the landscape as it was discovered at that time that a 2nd line was restricted. In discussion it came up that there had been concrete jacking over the course of time since the system last ran. That is the only logical explanation that would explain this scenario. If concrete slabs move, irrigation pipe can be crushed. Were not sure what the other party is inquiring about finding crushed pipe. Its under the sidewalk. It worked on one side of the sidewalk, but the other side didnt.Concrete was moved over top of the pipes. It seems clear cut. If there are further questions, please feel free to contact us at ************. 

  

  Business response

  05/06/2024

  We have refunded the consumer. 

  

  Business response

  05/16/2024

  Thank you for all your help concerning this matter.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a lifetime warranty with Woods Basement. They have been out a total of 5 separate times to fix leaks in my basement floor. Each time having to jackhammer my concrete floor and report fresh concrete. It has been close to a year of major mess ups, which included tearing down my basement walls and leaving me hanging for months of not getting back to fix it. When they did get back they apologized and fixed the walls, but and repaired concrete, but never followed up or kept their promises of helping me clean all the thick dust through my home and the toll it’s put on my air conditioner, having to buy a second dehumidifier because of the clogged dust and the cracking of my cinder blocks my house sits on from the use of jackhammering over and over and over. I’m pushing 65 have asthma and on disability and have asked for help in cleaning everything throughout my home that’s been covered in thick dust. I have been calling/texting, leaving messages, as my basement floor has been leaking since the last and 5th time they were here. ***** told me he would have someone call me and come by to drop off a commercial dehumidifier, but that was weeks ago and no one has contacted me. I have had a construction team lined up to lay flooring but they won’t do it while my floor is still leaking. I can’t begin to tell you how much stress this has put not only on my house, but myself as well. I sent Mr. ***** ***** a detailed letter several months ago, which he appointed Mr. ***** ********** to make sure everything was taken care of with my home, but I have been left once again with unfinished work and promises that haven’t been filled. I need help here.

  

  Business response

  07/29/2023

  To date, out production team has completed the work for this customer and they have signed a completion survey too, thanks, ****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They lifted up my mother's house and the bricks and steps are completely destroyed and we have pictures of this. Nothing is level and even anymore, they are hanging out of the foundation. They separated from the porch and the railing is messed up.

  

  Business response

  07/25/2023

  We are calling to set up a re-visit to their home to see how the warranty work needs to be scheduled for repairs as needed.

  No date is set as of today, yet.

   

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

*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. ↩