ComplaintsforFamily Waterproofing Solutions, Inc.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract with Family Waterproofing on 10/14/23 to repair a leak in the basement inside the wine cellar, where the brick and foundation meets. Their solution were to seal at the seam with a black tar membrane. I made a deposit of $1337.50 on 10/14/23 and a final payment on 11/3/23. It rained on 11/21/23, which showed the areas of repair still leaking. To date, every time it rains the area of repair still leaks. This method of repair did not work. Family Waterproofing is refusing to make any repairs to resolve the leak problem. In addition, per the contract I have a 15 year warranty on the work.

  Business response

  01/09/2024

  Before we quote an exterior membrane job, we run a garden hose to verify that the water is coming in (below the ground) to justify that specific repair.  In this case the water entered within five minutes of running the hose.  Customer entered into contract that specifically stated that there were other issues of water penetration beyond our membrane repair and additional work will also be needed (tuck pointing and caulking).  Unfortunately, we do not offer those services (otherwise we would have quoted it).  

  After the repair was completed the customer stated that they did get water and we did return to perform a hose test to see if our repair had failed.  The post installation hose test had VERIFIED that our repair was not the source of leaking.  The test was performed with over thirty minutes of water on each side of our repair.  At this point we offered to come back to perform an additional hose test ABOVE the ground to show the customer those additional areas so their tuck pointer can focus on those.  The customer accepted our offer and picked the date and time, but was a no-show when we arrived.  We have an abundance of documentation, pictures and recorded calls to show that we have made every effort to help this customer.  The job has a FULL BALANCE that still needs to be paid for.   If the BBB requires further paperwork or access to listen to our portal we are more than happy to share that. 

  Business response

  01/22/2024

  Family Waterproofing stands behind our previous statements. We have gone back multiple times in good faith and have proved that our repair had held.  Again, we did offer to go back again to instruct the customer on where they needed to seal beyond our repair. This would’ve required one more test.  The customer accepted and scheduled a time and date that worked with their calendars.  The customer was a no-show and we did reach out multiple times and waited for at least twenty minutes at the property.
  
  We went above and beyond what was required of us, which is highlighted in many of our customer’s positive reviews.  Had we been able to do this last test, the customer would’ve seen water come through the areas in the pictures they submitted.  It was our hope to show them (again), that they had more than one issue in the same area.  Please refer to our notes on the contract (customer submitted) that states the homeowner needs to seal stairs and stoop in addition to Family Waterproofing repair.  These above ground repairs had not been completed the last time we were there and are additional sources of seepage per our contract.
  
  Yes the customer is correct with sending paid receipts. However, the customer has left out of their response that the full payment was disputed to the credit card company before our last scheduled appointment.  Once the dispute was filed, the credit card company removed the funds from our account.  There is at least a fifty day process period while the credit card company goes over the dispute.  We are following the directions that the credit card company has sent us, as we are sure they also made the customer aware of.  We now understand why the customer did not show up for the scheduled appointment.
  
  We believe the customer’s unwillingness to follow the process appears to be the theme of this complaint.  Not only are they demanding money that we do not have, they have prohibited us from proving that they have more than one leaking issue per the contract they had signed.  Until the credit card dispute is finalized, we still have a full unpaid balance on our end that the customer needs to honor.  We have done solid work and proved that it did not leak.  We stand by that statement.  We did not deserve to have this complaint filed against us.

  Customer response

  01/27/2024

   
  Complaint: 21064002

  I stand by all of my previous statements and submitted documentation regarding the unsuccessful
  repair of the water leakage. Upon inspection after it rained, it was evident that the initial issue
  persisted as seen in the photos. At that time, I contacted Family Waterproofing to resolve the
  ongoing leak. The company did not adequately address the water leakage. A 10 minute water hose
  simulation by their representative did not reflect hours of rain as he saw while on-site. They refused
  to offer additional solutions to repair the leak. In addition, I dispute the claim that their
  representative came on-site to my property to conduct a last test. Furthermore, it was discussed
  that another water hose simulation was irrelevant because he had already visited the property
  when the raining had occurred and saw the leak coming in where it was supposed to be repaired. It
  was agreed that they would come with official repair solutions.
  To date, the company has not submitted any documentation that supports their claim of non-payment. However, I have thoroughly provided documentation that confirms full payment. Their
  unwillingness to rectify the issue proves that they are a dishonest company and took advantage of a
  senior citizen.
  

  Their representative convinced me that I could trust them to do the repairs and was promised that if
  anything happened, they would stand behind their warranty.
  

  I am rejecting this response because, Family Waterproofing is not offering any solutions. What solutions are Family Waterproofing offering? To resolve this issue, I propose Family Waterproofing provide a full refund of $2,755.26.

  
  
  
  Sincerely,
  
  Annie Doss

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