ComplaintsforHome Doctor Restoration

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4-5-2021 had work done by Home Doctor Restoration for my basement because it was leaking when it rains.I paid the company $1600 dollars usc to fix my problem and it still not fixed til this day. I have called him and he refused to answer my calls and when the one time I called from a different number he answered and noticed my voice. Told me he would call me back. And I am still waiting for the phone call. The work he did was cut/removed molded dry wall/expose foundation crack, apply antimicrobial mold solution to framing and apply microbial sanitier. Foundation repair set ports on foundation crack w/epoty, injected crack with poly urethane, load and haul and dump all debris. My basement were he did the work, IT IS STILL LEAKING WHEN IT RAINS AND IT LOOKS LIKE IT HAS GOTTEN WORSE.

  

  Business response

  10/12/2021

  Responding to the customer complaint. 
  we apologize for the late response as there was a illness.

  I will be reaching out to the customer to see how we can resolve her situation. 
  the foundation work performed on her home is backed by a 25 year warranty. If the foundation is leaking due to our negligence we will repair it at no additional cost. 
  

  customer has multiple areas in the basement where water comes in we only repaired one. 
  
  Attached are photos of the work done. 
  

  we have repaired thousands of foundation cracks in the Chicago land area and havent had any call backs. 
  there is always room for mistakes but I am thinking something else maybe going on and its resulting in the customer getting water in her basement. 
  we will reach out to her and set up a time to proceed in resolving this matter 

  Customer response

  10/18/2021

   
  Complaint: 15924348
  
  I am rejecting this response because: The statement that I have multiple leaks in my basement is a BOLD FACE LIE THE **** IS NOT FIXED AS SOON AS HE SO CALLED FIXED THE **** IT WAS STILL ****ING A FEW HOURS LATER!!! IT IS STILL NOT FIXED. HE JUST WENT OFF WHAT HE SAW WITH THE NAKED EYE AND DIDN'T DO SOMETHING AS SIMPLE AS RUN WATER AFTER THE ** CALLED FIX.  NOW IF I HAVE ALREADY HAD 2 OTHER BASEMENT BUSINESSES SAY THE SAME THING SOMEONE IS NOT BEING TRUTHFUL  IF HE WOULD HAVE JUST RAN WATER AFTER "FIXING THE SO CALLED **** FROM A CRACK THAT HE SAW" then who knows he might have caught the leak that I am talking about.  Now if he would have just did his job instead of taking the money and running then we wouldn't be in this situation.  AS FAR AS STATING THAT HE WAS SICK THE WORK WAS DONE IN APRIL AND 6 MONTHS LATER AFTER SEVERAL CALLS AND HE STATING THAT HE IS SICK HIS WIFE GOT **VID AND THAT HE WILL CALL BACK AND NEVER RECEIVED THE CALL IS VERY UNPROFESSIONAL.  IT TOOK ME AND MY HUSBAND TO FORCE HIS HAND BY GOING THIS ROUTE FOR HIM TO ****************** I HAVE TALKED TO HIM AND HE STATED HE WILL WORK WITH ** AND SEE WHAT CAN BE DONE BUT FOR NOW I JUST WANT THE WORK DONE RIGHT, AND **RRECT OR MY MONEY BACK!!!!!!.  MY BASEMENT IS STILL ****ING FROM THE SAME AREA I FIRST TOLD HIM
  
  Sincerely,
  
  ******************************

  

  Business response

  11/04/2021

  Since the complaint was made. I have reached out to the customer and went  back out to the property to see what was going on. 
  we both agreed that the foundation crack that we originally repaired was not leaking. The leak is along her wall by the footing which requires a significant amount of additional work to properly repair. I then proposed to do the additional work with a credit of $400. The customer called me back 2 days later and respectfully denied my proposal and said that they would go a different route to repair the issue in their basement.

  Customer response

  11/04/2021

   
  Complaint: 15924348
  
  I am rejecting this response because: Once again if he would have done his job as simple as run water before and after the repair as the owner acknowledged in front of me and my husband we could have found out what the issue was and would have made steps to get the job done correctly however that wasnt the case. But because the owner did the work by what he saw. Now because of his error in not making sure that what he fixed or was something else now I have to pay more money for an issue that should have been addressed at the time of repair.  I want all or half my money back!
  
  Sincerely,
  
  ******************************

  

  Business response

  11/04/2021

  1. from the very first time i came out to the clients home i was told they had a foundation crack repaired by another company. the company repaired the crack from the exterior by digging it up and sealing it. the customer told me that the repair did not work and that they where still getting water in the same spot. when i came out i had observed water damage on the drywall and baseboard along with mold growth. i had proposed to remove the mold and repair the foundation crack from the inside by doing poly urethane injection. i asked the client multiple times before doing any work if they where sure that water was only coming out of the one spot where the foundation crack was and they said yes. i advised and explained the water could also be building up under the foundation and forcing itself in through the footing by where the floor and wall meet (hydrostatic pressure) and that other work would have to be performed to resolve the issue. by the client stating that water was only coming out of the area where the foundation crack was we proceeded to remove the water damaged drywall and repair the crack. client acknowledged the at the leak she has now is not coming from the foundation crack we repaired but from elsewhere. that was my concern the whole time from the beginning that her only issue wasnt just the foundation crack. 

   

  2. client mentioned multiple times that we should have ran a water hose beside her foundation to test for seepage, 

  running a water hose alongside your foundation is not a reenactment of rain 9 out of 10 times doing so will result in a leak that you may never had before with normal rain. 

  example: when your gutters are too close to your home you get water in the basement , adding extensions to the gutters drives the water further away solving your problem. 

  Therefore purposely running a garden hose directly alongside your foundation is not a correct way of troubleshooting for leaks and can give you misleading results.

  that is why i repeatedly asked if they where certain that the foundation crack was the only area they where getting water.

   

  3. i had offered to the client to resolve their other water issue and credit $400.00 towards the additional repairs and they kindly rejected.

  i noticed in the message from the client that they would like a full/ partial refund.

  i don't think it is fair to us to issue a refund for work that was properly done. (we both agreed that the water is no longer coming from the foundation crack we repaired)

   

  i am willing to help the client out by doing further repairs  needed to assure we satisfy the clients needs.

  if this was a matter where something we did failed i would without a doubt do what ever necessary to resolve the issue or issue a full refund.

  i would like to come to reasonable agreement with the client as we strongly take pride in the work we do and work hard to keep a great reputation in all of the communities we offer services in. 

  in this unfortunate situation no one is to blame for the unforeseen issues, its just simple a matter of a little extra work to be done to resolve the problem. 

  -Thanks!

     

   

   

   

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