Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  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.

  In June 2022, U.S. Waterproofing began work to address the settling issues with my garage and the foundation of my home's front entrance. For the next week, a crew of four laborers excavated the area and installed piers and crack plates on both foundations.The crew leader was responsible for leveling the foundation. Before they began closing the excavation and cleaning up the work site, they asked if I was satisfied with the job. I noticed my garage doors were not resting properly on the garage floor. In an attempt to address my concerns, they made several leveling adjustments. However, the crew chief arrived and informed them they needed to move on to the next job.The crew did a great job installing the piers and crack plates and worksite remediation. U.S. Waterproofing should require either an engineer or a highly experienced individual to be on-site for foundation leveling nor did they follow-up and inspect the job that was performed. After two years of observation, instead of addressing the foundational support directly between the two garage doors, he opted to elevate the corners of the garage foundation walls. This approach seemed misguided, as it overlooked the root of the problem and likely contributed to the misalignment of the garage doors. I have spent more than $500 with reputable garage door installers to level my doors with only slight improvement. The only way to resolve this would be to jack up the center garage wall or foundation costing an additional one-third to one-half of what was originally paid to U.S. Waterproofing. I have to deal with the unsatisfactory results produced by U.S. Waterproofing.

  

  Business Response

  Date: 03/11/2025

  We regret that the customer is not fully satisfied with the results of their foundation stabilization project and appreciate the opportunity to provide clarification.
  

  The piers installed by U.S. Waterproofing were specifically designed to stabilize the foundation walls, not to adjust or level the concrete floor, as the floor is structurally independent of the foundation walls. In cases like this, foundation settlement is typically caused by underlying soil conditions, which also impact the garage floor area.
  

  Initially, our contract included concrete raising to help address floor leveling concerns. However, at the customers request, this portion of the project was removed. This modification may be contributing to the ongoing misalignment of the garage doors, as the original plan accounted for settlement in both the foundation and the concrete floor.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23018149
  
  The Garage Floor is level.  The issue is that the foundational support between the two garage doors is lower than the foundation corners of the garage door wall.  
  

  The best way to picture the garage door wall foundation:  ^----door1---v---door2---^ the "v" representing the foundation is lower and "^" the foundation corners are higher.
  

  The FOUNDATION was INADEQUATELY LEVELED, resulting in issues closing the doors.  The porch foundation was also not leveled adequately.

  I have had two garage door service companies unsuccessfully attempt to adjust the tracks so that the garage doors rest properly on the floor.  Before starting their work, they employed a 4-foot level to guarantee that the garage floor was perfectly level.

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

  

  Business Response

  Date: 03/31/2025

  U.S. Waterproofing was contracted to stabilize the foundation, not to lift or fully re-level it. The resistance piers we installed were intended to prevent further settlement of the foundation walls and provide long-term structural support. While lifting can sometimes be achieved during the stabilization process, it is not guaranteed and must be done cautiously to avoid structural damage. In this case, our crew determined that lifting beyond the stabilization achieved could have caused considerable collateral damage to the home.
  
  For your reference, our contract clearly states in the Notes Section:
  PIERS: As part of our work, our resistance piers will lift the building as much as the structure will allow. The goal in this process is to bring the building back as close to a 'level' position as possible. During this process, it will be necessary for the property owner to be present to consult with our crew. The owner must be aware that lifting can cause collateral damage to things like roofing, siding, windows, doors, drywall,framing, and trim, depending on whether repairs or installation of these items were made when the house was in an out-of-level/plumb condition. U.S. Waterproofing cannot be responsible for any collateral damage that occurs.
  
  It is important to clarify that while the garage floor may be level, the floor is independent of the foundation walls. The work performed was intended to stabilize the walls and stop further settlement, not to bring every portion of the wall to an identical elevation or to adjust the garage doors.
  
  We performed the work that we were contracted to perform and do not feel that a $30,000 desired settlement is necessary after three years for the garage door issue.  We would be willing to have an independent garage door contractor come out and evaluate the garage doors.  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23018149
  
  I am rejecting this response because:
  As U.S. Waterproofing has not responded to my decline, I wanted to add this reply.
  I filed a complaint with the Better Business Bureau (BBB) because I overlooked U.S. WATERPROOFING's lifetime warranty. Since then, I have made several attempts to reach the advisor involved in hiring U.S. WATERPROOFING to stabilize the foundation, additionally, I contacted U.S. WATERPROOFING by phone multiple times, but I have not received any responses. I believe U.S. WATERPROOFING should inspect the work site to determine the validity of my complaint. I expect my issue to be addressed under their lifetime warranty.  
  
  They were also deflecting about the garage floor not being level. It was level both before and after the piers were installed, and it remains level now.
  
  ***** ******
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/08/2025

  We will be reaching out to the customer to coordinate a time for a representative from U.S. Waterproofing and an independent garage door installer to visit the home and review the concerns. We have contacted a garage door company and are currently awaiting available dates. Once received, we will follow up with the customer to coordinate a convenient time for all parties.

  We would also like to clarify a point the customer raised regarding warranty coverage. The customer referenced a request for repair under the lifetime warranty. The warranty terms for foundation underpinning, as clearly written in the signed contract, are as follows:
  "Thirty-year warranty against vertical settlement of the foundation within the ******* system, regardless of ownership. Warranty does not cover horizontal movement (rotation) of foundation wall without Carbon Fiber/Wall Bracing. Warranty is void if the customer materially alters the weight load of the foundation."

  We will be in touch with the customer to schedule an evaluation.  

   

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that "a representative from U.S. Waterproofing and an independent garage door installer to visit the home and review the concerns" is satisfactory to me.

  I am aware of the exclusions outlined in my contract and did not find the comment necessary prior to a U.S. Waterproofing representative's visit.  This is an exact copy from my contract:

  SPECIFIC TO FOUNDATION REPAIR
  28. Foundation underpinning warranty does not cover against the foundation wall(s) rotating inward or outward. Settlement of the foundation/******* system can be
  determined using "benchmarks" which were installed as part of our installation.
  29. When carbon fiber is installed to stabilize horizontal movement of the foundation wall a steel angle must be installed along the top of the foundation wall in order
  for our warranty to be in effect. The warranty for carbon fiber/wall bracing does not cover against vertical settlement of the wall/footing(s).
  30. Foundation underpinning and carbon fiber/wall bracing warranties will be deemed null and void in the event owner fails to properly maintain guttering system,
  downspouts, downspout extensions (a minimum of 10 ft. from the building or underground to city sewer). It is also the responsibility of the property owner to
  maintain a positive pitch of the landscape grading in order to eliminate any ponding of water near the foundation. Our warranty does not cover against foundation
  settlement caused by sink holes and / or defective underground drainage, water and sewer systems.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/23/2025

  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.

  Contract Date: 09/13/2024 Scope of Work: Polyurethane concrete raising of sloping back porch ledges/slabs. Because of the square footage allotment, one front walkway slab and one slab under the back patio table was included at, no additional cost. However, after two attempts to resolve the issue, the only substantial improvement was made to the slab in front of the home. Change to the patio slab was minimal and NO alteration to the main area of concern (sloping back porch ledges/slabs) were achieved except for additional cracks to the concrete (these areas were not raised). It should be noted no follow-up site visit occurred after my complaint(s). Amount of job: $2,700.00 Deposit: $990.00 Balance: $1,710.00 On 12/3/2024 I received an email stating that they would deduct $500.00 from original price, reducing the balance to $1,210.00.On 1/17/2025 (via email), I sought a more equitable resolution, one that would fairly reflect the effort involved in attempting to address the issue. In light of the circumstances, the deduction ($500.00) does not accurately reflect the extent of the scope work that was initially contracted for.On 1/23/2025 I received (via email) stating that they would not make any further adjustments.Paying a total of $2,200.00 is not warranted for a job that was not successfully completed. In good faith, I would be willing to pay 1/2 of the original cost of $2,700.00 minus my downpayment of $990.00. This would leave me with a balance of $360.00. Remember: THE MAIN SCOPE OF THE WORK WAS NOT DONE!I also signed a Consumer Rights Acknowledgment Form on 9/13/24, stating in part, (#9) "Do not sign a certificate of completion or make final payment until the work is done to your satisfaction."

  

  Business Response

  Date: 01/30/2025

  Thank you for bringing these concerns to our attention. We regret that the customer was not fully satisfied with the results of the concrete lifting project. We have been in communication with the customer and have reached a resolution.
  

  As stated in the BBB complaint, our team completed the polyurethane concrete raising project as outlined in the contract dated 09/13/2024. While some areas showed improvement, we acknowledge the customers dissatisfaction, particularly regarding the sloping back porch ledges/slabs. Per our contract terms, USW will attempt to lift the concrete back to its original level. We can only lift the concrete as much as it will allow us to do so. We cannot lift concrete to create pitch if there was not sufficient pitch to begin with in its original position.
  

  After two service visits to address the customers concerns, we offered a $500 reduction as a goodwill gesture, reducing the remaining balance to $1,210. Given the condition of the concrete, we lifted it as much as possible without compromising its integrity or causing additional damage.
  

  We value our customers and strive to provide fair and reasonable resolutions. After further discussions, we spoke with the customer on 1/28/2025 and mutually agreed on a new revised balance that reflects both the work performed and the customers dissatisfaction with the final results.

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ******** and below is my correspondence with ******* and U.S. Waterproofing:

  Dear *******,
  

  I am writing to acknowledge receipt of the email dated 1/28/25 regarding the scope of work and associated costs. While there continues to be a discrepancy between the initial $3,000.00 and $2,700.00 contract amounts, I appreciate that an amicable resolution has been reached.
  
  As agreed, U.S. Waterproofing will reduce the contract total to $1,500.00, and with the deposit of $990.00 deducted, I understand the remaining balance is $510.00. I kindly request that a revised billing statement be issued to reflect this updated balance, after which I will promptly remit the payment.
  
  Thank you for your attention to this matter. I look forward to receiving the revised statement at your earliest convenience.
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:01/13/2025

  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.

  In mid to late May 2024, we noticed our basement carpet was wet in one area after a heavy rain. Early June 2024, we scheduled an appointment with US Waterproofing to come out to inspect the water. A representative came out on June 4, 2024. We were told that nothing could be done unless we ripped up the carpet and there was no guarantee it was covered under our warranty. (Attached is the original residential contract). My husband tore up the area where all the water damage occurred because it began to mold. US Waterproofing returned to our residence on June 19, 2024 for a second look. The representative inspected the damage and cracked floor drain. (Attached photos, 1,2,3, and 4). As indicated before, our lifetime warranty for the ********************************* covers damage from the immediate floor area (within three feet from the wall) for as long as the current property owner own the building. In the event a full perimeter system is installed, the entire floor is covered under the warranty. The representative measured and agreed that the drain was three feet from the wall and agreed to have the cracked drain fixed by US Waterproofing for free. Due to scheduling with US Waterproofing and our schedule, we were able to schedule for the cracked drain to be fixed on September 27, 2024. US Waterproofing cancelled and was re-scheduled for October 4, 2024. Photos of the repairs being made by US Waterproofing are attached (photos 5,6, and 7). The finished product is also attached. (photo 8). After the repair, we have contacted US Waterproofing numerous times about repairs to our carpet, with no return phone call. Attached is a quote for the carpet installation. We would like them to honor the warranty and pay for the damaged carpet.

  

  Business Response

  Date: 01/17/2025

  Thank you for bringing your concerns to our attention. We understand the frustration this situation has caused and appreciate the opportunity to address your concerns.
  
  After carefully reviewing your complaint and the attached documentation, we would like to direct your attention to the General Conditions of the Contract(attached), specifically the following clauses:
  
  Clause 2:
  In the event seepage should persist in an area where we have applied our process, it may be necessary to perform a host test by running water on grade to confirm that the seepage problem is below grade where we performed our services. If the interior walls and/or floor are finished or covered, at **** request it may be necessary for the customer to remove all obstructions (such as Paneling, drywall, plaster, framing, carpeting, tile shelving, carpentry, etc) to the bare foundation wall at the customers expense so the source of the problem can be identified. Similarly, if paving or other exterior obstructions (A/C unit, deck, etc) have been added (or replaced) after our work is completed if deemed necessary, it is the customers responsibility to remove and replace and no cost to US Waterproofing. *** will then perform the necessary repairs under the terms of the warranty. Failure to comply will invalidate the warranty. 
  
  The contract states that if interior walls or floors are finished or covered,it may be necessary for the customer to remove obstructions, including carpeting, at their own expense to access the bare foundation for proper inspection and repair. This removal is essential to determine whether the issue falls under the scope of the warranty.
  
  Clause 4:
  **** warranty is limited those things specified in the contract. Among other things, it does not cover against condensation access,humidity, mold, mildew, radon, gas above great penetration of water, lead-based paint/asbestos remediation, pre-existing, structural defects or acts of God. Seepage through masonry foundation walls is only covered in areas where our membrane has been applied the warranty, specifically excludes water coming from anywhere other than where our repairs were made and from sources beyond our control i.e.power failure, unplugged, sump pumps, frozen pipes, sewer back up, etc.. 
  
  The warranty is strictly limited to the areas specified in the contract. It does not cover issues such as mold, mildew, or pre-existing structural defects,nor does it cover water infiltration from sources beyond the areas where repairs were performed. Damage to your carpet and any mold-related concerns fall outside the scope of the warranty coverage.
  
  Clause 5:
  USW is not responsible for personal injury, loss of work/income or damage to the property caused by water, flooding or unavoidable dust associated with our work
  
  U.S. Waterproofing is not liable for property damage, including carpets or flooring, caused by water, flooding, or other unavoidable circumstances related to our work. This limitation of liability is explicitly outlined in the terms of the contract.
  
  While we have completed the necessary repairs covered under the warranty at no additional cost, the contract does not obligate U.S.Waterproofing to cover or compensate for carpet replacement.
  
  We encourage you to review the terms of the contract for further clarification. 

• Initial Complaint

  Date:10/16/2024

  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 hired US waterproofing to raise the concrete and the walkway in our new home. They came out and they did a very poor job. They left chips and broken pieces of concrete in the driveway. They the walkway so bad that when it rains were gonna have foundation water problems. Now its going to cost us almost $10,000 to fix what they messed up. Plus we are paying $1500 right now to fix the walkway so we dont have water issues with the snow and rain. The people that they hired to do our home honestly dont know what they are doing. And when we complained they did give us a refund which they wouldnt have done had they known they werent in the wrong. But the damage has already been done and we are seeking compensation to pay to have our driveway fix the right way. They are horrible at what they do. They are horrible at communications. And we even had the adjuster out that told us that what they did was wrong. But now he doesnt want to come to our defense and fear of losing his job which I understand. But this issue needs to be addressed and we need to be compensated. We will be taking this to small claims court as well. We have before and after pictures clearly showing that they did a horrible job and they messed up but they just dont want to admit it.

  

  Business Response

  Date: 10/22/2024

  At U.S. Waterproofing, we take pride in the quality of our work and the success weve had with our concrete raising projects, including the initial work completed at the customers home. We were very pleased with the progress made during our visit, and we regret that that the customer feels the work was not up to their standards.
  
  However, we would like to clarify that we made every effort to address their concerns during and after the job. Unfortunately, despite our willingness to return and finish the work, the customer declined to allow us back on-site to complete the project. While we understand that expectations can differ, we believe that some of the requests made were beyond what was reasonable for this type of work.
  
  Considering this, and in an effort to maintain good customer relations, we decided it was best to refund the full amount the deposit the customer paid and cancel the contract to avoid further disputes. We believe this resolution was fair given the circumstances and the success we had lifting the concrete driveway and sidewalk, and we felt it was the most appropriate way to bring closure to the situation. We have attached some before, during and after photos of the concrete raising.
  
  Additionally, please find attached a copy of the contract,which includes disclaimers related to polyurethane concrete raising(PCR). As noted in the contract:
  1. Due to the condition of the slab, we cannot ensure perfect alignment between segments of concrete.
  2. Customer understands and acknowledges that concrete patch may not match existing concrete.
  ?3.USW will attempt to lift the concrete back to its original level. We can only lift the concrete as much as it will allow us to do so. We can not lift concrete to try and create pitch if there was not sufficient pitch to begin with in its original position.
  4. Customer understands that USW will not caulk or seal any cracks in the concrete that we raising with Polyurethane Concrete Raising. We cannot be responsible for the appearance of the cracks before or after raising.
  
  We feel that the customer is not owed any additional money beyond the refund of the deposit that was already refunded. 

• Initial Complaint

  Date:10/02/2024

  Type:Product 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.

  US Waterproofing did work in my home in 2016.*********** said I wouldn't have any more problems. I called the company to say that my basement flooded. They sent a man out who said he could not go into the basement because he didn't have boots. He said " Fishing season is over. So he took the boots out of his vehicle. " *********** told me to hire someone to get rid of the water and then they could access the problem.

  

  Business Response

  Date: 10/16/2024

  At U.S. Waterproofing, we take great pride in the quality of our work and the satisfaction of our customers. We are sorry to hear about the flooding in your basement.

  
  The work we performed in 2016 included the installation of a drain tile system, which comes with a lifetime warranty against seepage. However, it's important to understand that the effectiveness of our drain tile system relies on the proper functioning of the sump pump to remove water from your basement. In 2016, we also installed a sump pump, which carried a 4-year warranty. Unfortunately, that warranty has since expired.

  
  There could be other factors contributing to the flooding, such as sewer backup. Please refer to General Condition #** of your contract (see below):
  **. ***'s warranty is limited to the items specified in the contract. It does not cover issues such as condensation, vapor transmission, excess humidity, above-grade water penetration, earthquakes, high winds, overland flooding, or other acts of God. The warranty specifically excludes water intrusion from sources beyond where waterproofing repairs were made or beyond our control, such as power failure, unplugged sump pumps, frozen pipes, sewer backups, etc.
  

  While we understand your frustration with the flooding, we DO NOT believe that U.S. Waterproofing is responsible for issuing a refund for the work we were contracted to perform.

• Initial Complaint

  Date:06/20/2024

  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.

  I had US Waterproofing come out in or around October to fix an issue in my basement of sepage,The field supervisor came out and they came up with a solution to fix the affected areas.The house was repaired by them in November. A few months later that same area was leaking water really bad so i called them out again, this field supervisor told me that i did not tell him about this area leaking in the first meeting and told me it would cost an additional ***** on top of the nearly $20,000 already spent. i told them that this is the exact area that was leaking the whole time and was supposed to be fixed the first time. he came back and said they would do it for 50% off again told him no. they fixed the problem for free. the same area leaked again a few months later and flooded the same section of the basement. . They have been out with 2 field supervisors and came up with excuses and will not call me back with a solution. I was supposed to have a water free basement after $20,000 it still leaks as much as it did before the work was done.

  

  Business Response

  Date: 07/15/2024

  U.S. Waterproofing was contracted to install an exterior subsoil membrane, for which we provide a warranty. Following the installation, the customer experienced additional seepage. In response, U.S. Waterproofing returned to the customer's house and installed an interior system at no additional cost to address this issue.

  
  Recently, the customer has reported another seepage problem outside and above the area where our exterior subsoil membrane was applied. This new issue is located where the deck ledger board is mounted to the house, an area that is not typically covered under our warranty for the subsoil membrane application.

  
  We have been in ongoing communication with the customer regarding this matter. During our last conversation, the customer agreed to remove the ledger board and inform us once it is done. Upon notification, U.S. Waterproofing will apply additional membrane in this area at no extra charge.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21879034
  
  I am rejecting this response because: I should not have to pay for the removal of my deck for a second time to fix something that should have been fixed CORRECTLY the first time.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/29/2024

  U.S. Waterproofing (USW) was contracted to install an exterior subsoil membrane, which comes with a 10-year warranty against water penetration through the waterproofed areas. This warranty specifically covers the treated areas and is meant to address a particular problem or location. It also clarifies that the customer acknowledges other issues may exist in areas where the membrane was not applied, including but not limited to above-grade water infiltration.
  
  The issue the customer is referring to is in an above-grade area not covered by the membrane installation and, therefore, not included under any warranty. On June 20, 2024, the customer discussed this matter with a ****************** manager. As a gesture of goodwill, U.S. Waterproofing agreed to apply the membrane to this above-grade area, which is not covered under the existing warranty.
  
  The customer is responsible for removing the deck ledger board and will inform U.S. Waterproofing once this task is completed. According to the contract signed by the customer, the removal and replacement of any decking material is the customer's responsibility. ****************** will not be responsible for removing the decking and deck ledger board. Additionally,the courtesy application of the membrane in this area will not come with a warranty from U.S. Waterproofing.
  
  We have attached a copy of the contract with all the necessary warranty terms, general conditions and the note on the contract that states the customer is responsible for the removal of bushes, decking and AC unit. We have also attached a pre installation confirmation letter signed by the customer stating that the customer is responsible for the removal of the deck. 
  
  The customer removed a portion of the deck the first time however they only removed the deck boards.  They entire deck was not removed in the area that U.S. Waterproofing was servicing. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21879034
  
  I am rejecting this response because:I have been getting water the first rain after their installation they are the professionals they told me what to remove on my deck which I paid a contractor to do. I feel I should not have to pay again plus get threatened to not have a warranty.  ************ is a very shady company and this is my 2nd major is*** that they are trying to squirm out of and might be time to get a lawyer and *** for the entire cost I paid for this garbage work performed at my house. I have videos of the water pouring into my basement with my floor flooded nice job us waterproofing keeping my basement dry. I guess maybe I will need to see you in court.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/09/2024

  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.

  In the fall of 2022, we hired US Waterproofing for water issues we were having in our basement. They had an inspector come out to evaluate our property and we told them EXACTLY where we were getting water and they told us what work needed to get done in order to waterproof our basement. We decided to start the project and so the experience with them was not the best, they took longer to finish the project and they ended up charging us additional cost we hadnt discussed beforehand but as long as the project took we just wanted to get it done so we agreed. Here we are early 2024, and we noticed water coming into our basement. We have warranty with US waterproofing (which is one of the reasons we hired them) so we called them about the water coming into the basement. They came out to look at it and the inspector that came said they had to do another project that is going to cost us even more than we initially paid for the first project. We explained to him we had water coming in from one of the same locations where we had issues before they started the first project and when the first inspector came out, he recommended putting in a new window well and a pipe to drain the water. He never mentioned installing a drain that is now being recommended by the inspector that came out. What is frustrating is that we had told them our issues and where are issues were, they guarantee their work but thats not the case. We paid for a water well and drain that didnt fix our issue and now we are expected to pay for another project that is going to cost us over double of what our first project cost. The second inspector that came out most recently said he could tell what the issue was right away and how to address it, Im not sure why the first inspector missed it and recommended unnecessarily work and now here we are still dealing with the same issue. I would like to have US waterproofing fix the issue at their cost since they misevaluated the issue the first time.

  

  Business Response

  Date: 02/26/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience the customer experienced. We have been in touch with the customer regarding their concerns and have discussed a resolution.

  U.S Waterproofing contracts have a statement that state, "Our estimates are free and are based in part on the customers input.  It is possible there may be additional problems that are not included in this contract."
  When we spoke to the customer, they agreed that the work ************************** performed solved the seepage problem they were having but they were experiencing additional seepage.  U.S. Waterproofing is committed to ensuring our customers are satisfied with our services, and we are working diligently to address the additional seepage issue to their satisfaction.Please rest assured that we will do everything within our power to rectify the situation promptly.
  

  U.S. Waterproofing has agreed to do additional waterproofing work at a much reduced/discounted rate and are negotiating a mutual agreed upon beneficial solution for the customer. 

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21270375
  
  I am rejecting this response because:
  
  As I explained to a company representative I spoke with named ******, we were experiencing the seepage issue when we initially started the project. The inspector that came out to look at our basement decided that installing a water well and adding a pipe would resolve that issue. It obviously didnt because here we are, Its not an additional issue, it is an issue I expected to have been resolved when we did the project. In the representatives own words they do trial and error to ************* issues. I wish I would have known that before moving forward with them, their error is costing me more money. 
  We were negotiating to get this resolved but the representative would not agree with my request. At this point there has not been a resolution.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2024

  U.S. Waterproofing has been in contact with the customer and we have agreed on a resolution.  

  Customer Answer

  Date: 03/21/2024

   
  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:09/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 5, 2023, I wanted to have my crawlspace cracks sealed, so I did sign up to have the work done, and at the same time I asked to have pictures send to the phone for me to view because I am claustrophobic, old, and cant see it for myself and he said he will send it right away. Work was scheduled in two weeks, never received a simple request to get the pictures from them, that was disappointing. So I called to reschedule, after to finally receiving the pictures, So the next scheduled date was set for the end of May. When the day came I was informed that the crew will show up between **** pm. [no show] now they are an hour late, called the office as to why they are not here yet, and says they are running late. Right when he pulls up we get this big rain, so I cancelled their service just because they are not honest and it wasn't meant to be. such bad luck on their part .When the office lady kept saying they and all along it was just one guy doing the work and I happened to be the fourth house scheduled that day, according to the worker, right there that showed me, I wasn't going to get quality work done. And I no longer wanted anything to do with them, I don't trust them do the work So now I had to dispute the credit card charge, and I didn't have it resolved because US Waterproofing lied to my credit card company that service was rendered, when it never was, I fired them, because they were not honest from the very beginning, I am so glad I didn't allow them to do the job, they are not trustworthy and I want my money back, the mistakes are on them.

  

  Business Response

  Date: 10/05/2023

  We believe that the customer is not entitled to a refund in this situation. Here's a rephrased version of the explanation:
  
  On May 4, 2023, the customer contacted us to arrange an estimate for services scheduled for May 5, 2023. On May 5, 2023, one of our representatives from U.S. Waterproofing conducted a comprehensive assessment of the crawlspace and presented a repair plan to the customer. The customer agreed to the proposed plan, its associated price, signed a contract(attached), and made a deposit. Subsequently, we scheduled the installation for May 17, during which the customer also received and signed the ******** Consumer Rights pamphlet(attached), informing them of their rights, including a three-day cancellation period wherein a full refund would be provided if they chose to cancel within the first three business days after signing the contract.
  
  On May 16, 2023, we sent a reminder to the customer about the scheduled work for May 17, 2023. However, on May 17, 2023, the customer requested to reschedule the work to May 31, 2023.
  
  On May 30, 2023, we reminded the customer of the upcoming work date on May 31, and provided a time frame for the crew's arrival.
  
  On May 31, 2023, U.S. Waterproofing contacted the customer to inform them of a slight delay in our crew's arrival due to an unforeseen circumstance. Despite the weather conditions, which did not affect our ability to perform the necessary repairs, the customer expressed their reluctance to proceed with the work. This marked the second instance of the customer postponing the installation date.
  
  We firmly believe that it was the customer who canceled the agreement with ******************. Consequently, the deposit made by the customer is considered nonrefundable. As an act of good faith we have two proposed resolutions for the customer.
  USW will keep the full deposit on file for the next two years in case the customer decides to proceed with the work they initially contracted U.S. Waterproofing to undertake.
  We are willing refund half of the deposit to the credit card used on file.  If customer chooses this option the remaining deposit will forfeited
  
  Customer will need to respond to this ******************** complaint if they will choose option 1 or 2. 

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20634137
  
  I am rejecting this response because:

   

  My name is ***************** and my cell is ************. I can be reached at any time. *********************** is my mom and I'm speaking addressing this on our behalf as well.
  
   
  
  I was present on the day that the sales representative (*****)came to my home and surveyed the house. He identified three cracks in the crawl space. The sales representative assured us that he was first going to send photos of the cracks, and what was the actual portion that must be fixed. This is because my mom did not want to enter the crawlspace, she wanted actual visuals of the problem. She did not want a drawing on a piece of paper with 3 squiggly lines that represents cracks. She wanted something more concrete, such as a taken photo, which he agreed to. 
  
   
  
  I was present on the day that the representative gave me his word, that pictures/photos would be sent to us prior to any work completed. This is what led to the signing of the contract. Hence, prior to him showing up and doing the work, he was going to first send or hand deliver photos of the exact parts that he would be fixing, thereby assuring us there was visual proof of the problem. 
  
   
  
  The ****************** and my family agreed that we would pay $677.00 (50%) deposit prior to any work, then pay another 50% after the job was completed, granted pics were provided prior to ANY work. This represented a stipulation and promissory note to my mom, prior to signing the contract, on May 5, 2023. After this agreement, there were two attempts to complete the job, first on May 17, 2023 without any pics received by our family. Then, after receiving pictures they tried again on May 31st. On this day, they had said they would come between 10am and 1pm. I took off work to meet them, and they did not arrive until 3pm. I waited five hours in rainy conditions in my driveway. Thus, when they came I sent them away for tardiness. 
  
   
  
  On June 9th, 2023, I spoke with a representative, but I do not remember his name. I received minimal pushback from the representative, over the phone. However, after he heard my reasoning, he agreed that they would give back the deposit. This was verbally settled months ago.  
  
   
  
  I have 2 screenshots that I hope will clear everything up.
  
   
  
  1. *****, the sales representative, acknowledged that he in fact made the mistake by not following up on the first agreement with my mom. This means he did NOT send the pictures, that he and agreed upon, which led to the 1strejection on May 17, 2023. US Waterproofing did NOTmention here that, had that visual proofs or other basic communication been sent before May 17, 2023, the job would've been good to go that day - the weather was perfect. We just didn't reschedule, and the rep didn't follow protocol.  
   
  
  2. On May 31st. "the Crew" as US Waterproof describes, was one guy who showed up by himself. Nice guy but it was very late and raining hard the day. The day was nearly over and we were planning to go to dinner at the time he arrived. Furthermore, he said that he also had another job to do, after our house, so we were concerned it would be a rushed, and unsatisfactory effort. I am not comfortable with a rushed pace, and perceived quality of work, when we are talking about sealing the foundations of a home. We don't want our house treated like a delivery route "on to the next one". We were expecting higher standards from US Waterproof, for what we're paying for.
   
  
   
  
  These facts, the tardiness, and the incompetence of the workers to follow through on their agreement has led me to cancelling this work flow, and asking for a full refund of the deposit of $677.00. I appreciate your time reading my statement and look forward to a reply. 
  
   
  
  Best Regards,

   

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

  

  Business Response

  Date: 10/13/2023

  We firmly believe that it was the customer who canceled the agreement with ******************.  U.S. Waterproofing is not required to send customers photos.  There was no promissory note(as the customer described)saying that the contract was contingent on us sending photos and nothing was written into the contract. We arrived at the home ready, willing and able to do the work.  We notified the customer that we were running late that day due to an unforeseen circumstance.  We warranty the work that we perform so therefore we were going to take the time to do it right the first time.  The fact that our crew had another stop has no impact on the job that were were ready to perform when we showed up at the customers home. 

  Consequently, the deposit made by the customer is considered nonrefundable. As an act of good faith we have two proposed resolutions for the customer.
  

  1. USW will keep the full deposit on file for the next two years in case the customer decides to proceed with the work they initially contracted U.S. Waterproofing to undertake.
  2. We are willing refund half of the deposit to the credit card used on file.  If customer chooses this option the remaining deposit will forfeited
  
  Customer will need to respond to this ******************** complaint if they will choose option 1 or 2. 

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20634137
  
  I am rejecting this response because:   ** Waterproofing was not a company that was trustworthy from the very beginning, like I said they did not keep their word and as a result I decline to do work with them, based on failed promise such as not providing me with a simple request of getting pictures of the cracks from the crawlspace as proof of what needs to get done. It looks like they will continue to fight me on this, even though they didn't do no work,  and  they choose to rip me off instead, and let it be on their conscience for treating customers the way they do. I am really getting aggravated with them, so I will just end this nonsense and settle for half of my deposit of $338.50 and be done.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/23/2023

  We offered the customer a choice of a resolution. see the two choice below that were in our last response. 

  1. USW will keep the full deposit on file for the next two years in case the customer decides to proceed with the work they initially contracted U.S. Waterproofing to undertake.
  2. We are willing refund half of the deposit to the credit card used on file.  If customer chooses this option the remaining deposit will forfeited

  They have chosen to accept option 2 below as the resolution.  Half of the deposit has been refunded to the credit card that they used to pay the deposit.  The receipt is attached.  

  BBB- the customer says he rejects the response but in the same response he accepts the refund of half the deposit as a resolution.  We will assume that this has been resolved

  
  
  
  
  
  

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:
  
  I would like to thank BBB for helping me to get at least something out of ** Waterproofing, because it was a very difficult process to get them to refund my money for no work done, until you help me resolve, BBB was my only hope. I appreciate it very much. Thank you.

  Sincerely,
  
  Zenepe Genis  

• Initial Complaint

  Date:08/30/2023

  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.

  US waterproofing came to my house 2 hours before the appointment was scheduled for what was supposed to be a routine estimate. The US waterproof employee was here for over FOUR HOURS inside my house, where I work. The employee insisted on writing up contracts and signing papers immediately while I was at my desk in the middle of meetings. I signed the contracts under duress and charged a "SMALL DEPOSIT" of $400. My pregnant girlfriend (who works nights as a nurse) was also woken up and kept awake the entire time the employee was here. I attempted to get a refund claiming that I felt forced to sign the contact since it was affecting my work and family. The manager said that I signed a consumer rights contract but I was extremely stressed out and attempting to get the employee out of the house.

  

  Business Response

  Date: 09/05/2023

  We deeply regret any inconvenience you may have encountered and want to emphasize that our primary goal has always been to ensure a transparent and pressure-free customer experience. To provide some context, during your meeting with our advisor, you voluntarily agreed to the contracted price(contract attached) and also signed the ******** Consumer Rights pamphlet(attached), which explains your consumer rights, including the 3-day right to cancellation. Additionally,during that meeting we collaboratively established a work date that was 13 days later.
  It's worth noting that we proactively reached out to you through text message the day before your install to remind you and the date was rescheduled per your request. There were also multiple occasions that we rescheduled the install date to accommodate your schedule. Please see the text conversation between U.S.Waterproofing(***) and the customer.
  
  Our commitment is to facilitate a seamless and convenient journey for our customers, and we are genuinely eager to address any concerns or issues you may have. Furthermore, your deposit remains on file, and should you decide to proceed with work in the future, we will apply it accordingly.
  
  
  4/15/2023-Customer scheduled a consultation for 4/19 on uswaterproofing.com
  4/19/2023-customer signed contract, provided a deposit and scheduled a work date for 5/2/2023.  Customer signed the ******** consumer rights acknowledgement form(attached).
  

  Text message exchange with customer:
  Monday, May 1, 2023 at 10:56 AM
  

  ***:
  Hello. This is **** from U.S. Waterproofing with a reminder that our crew will be out tomorrow approximately between 1-4 .This timeframe may be subject to change. If they do make any changes, our office will contact you with the new estimated time of the crews arrival. Thank you
  
  
  Customer:
  Hi ****, is it possible to reschedule for later in the week or sometime next week?
  1:29 PM
  

  ***:
  5/8/23
  
  
  Customer:
  That's perfect thanks very much
  1:50 PM
  

  ***:
  I've rescheduled for 5/8/23. your welcome
  
  
  Saturday,May 6
  ***:
  Good morning, This is **** with U.S.Waterproofing with a reminder that our crew will be out Monday approximately between 1130-230 . This timeframe may be subject to change. If they do make any changes, our office will contact you with the new estimated time of the crews arrival. Thank you
  

  Monday, May 8
  

  Customer:
  Good morning ****, I need to reschedule again. Is it possible to reschedule for after May 20?
  7:30 AM
  

  ***:
  OK I will pull
  Thank you
  7:35 AM
  

  Customer:
  Thank you
  7:35 AM
  

  ***:
  thank you
  7:36 AM
  

  ***:
  The crew is working outside . You still want to cancel?
  7:46 AM
  

  Customer:
  Yes please
  7:48 AM
  

  ***:
  Ok
  Just wanted to make Sure
  7:52 AM
  

  Monday, May 8, 2023 at 8:56 AM

   

  ***:

  Yes, we can reschedule for Saturday 5/20.
  3:16 PM
  

  Monday, May 8, 2023 at 3:17 PM
  

  Customer:
  Sorry it would have to be after that day.
  3:25 PM
  

  ***:
  Ok
  3:25 PM
  

  Customer:
  Any day after that please
  3:25 PM
  
  ***:
  We can come back Monday 5/22/
  3:27 PM
  

  Customer:
  Thank you!
  3:27 PM
  

  ***:
  no problem, you'll get a text from us that Friday or Saturday beforehand for timeframe.
  3:27 PM
  Monday, May 8, 2023 at 3:32 PM
  

  Customer:
  Liked no problem, you'll get a text from us that Friday or Saturday beforehand for timeframe.
  4:26 PM
  
  Monday, May 8, 2023 at 4:26 PM
  Saturday,May 20
  

  ***:
  Good morning , This is **** with U.S.Waterproofing reminding you our crew will arrive on Monday between 1130-230 .This timeframe may be subject to change. If they do make any changes, our office will contact you with the new estimated time of the crews arrival. Prior to our arrival please ensure: All prep work stated on contract is completed All personal items are moved a minimum of 6 away from service area All belongings within service area are covered Thank you
   9:05 AM
  Saturday, May 20, 2023 at 9:05 AM
  Monday, May 22
  

  Customer:
  Hello, I just wanted to confirm that todays appointment was cancelled. A voicemail was left with the manger about postponing the work until a later date. Thank you
  8:14 AM
  
  ***:
  Yes . Thank you
  8:25 AM
  Monday, May 22, 2023 at 8:25 AM
  ***:
  Hello, this is US Waterproofing. To schedule your waterproofing project please call our office ************. Thank you.
  4:51 PM
  
  Thursday,May 25
  ***:
  Hello, this is ************************* with US Waterproofing. I am reaching out to schedule ************. You can text me here or call our department at **************************.
  

  10:05 AM
  Monday,June 5
  

  ***
  *******, this is ************************* with US Waterproofing. I am reaching out to see if you are ready to reschedule this project. You would not need to be home to have this repair done. Please let me know if you are ready to reschedule or are still waiting.
  

  4:40 PM
  Tuesday,June 13
  Hello, this is ************************* with US Waterproofing. I am reaching out to schedule ************. You can text me here or call our department at **************************.
  

  3:55 PM
  Monday,June 26
  *******, this is ***** at US Waterproofing.We have been trying to reach you to schedule this repair. If this is not scheduled we will cancel the order and retain the deposit. You can text me here or call us at ************** to schedule.
  

  10:28 AM
  Wednesday,July 5
  Hello, this is ************************* with US Waterproofing. I am reaching out to schedule ************. You can text me here or call our department at **************************.
                                                                                                                                                                                  3:17 PM

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My basement have flooded my basement have water everywhere and damage a few of my items.

  

  Business Response

  Date: 07/10/2023

  U.S. Waterproofing does not have any records of ever being at or performing work at the address provided.  The name and phone number do not come up in our records as well.  If you believe that we did work at your home please provide more than just photos of damage. 

  BBB-Please remove this complaint as this is a bogus complaint.