Complaintsfor1-800-Busydog Basement Technologies

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Basement Technologies to diagnose and fix the water issue in our basement. They suggested we open the walls to look for cracks/sources of water entry. 2 cracks were revealed and the water had only been seeping in through those areas of the wall. We had a rep come out in August and a Sales manager. They recommended we remove all of the newly installed Vinyl flooring to look for any other cracking (there wasn't). Their plan was to install a drainage system in the entire perimeter of our basement and cracks could be filled in. We questioned the necessity of a drain around the whole basement when we were only getting water in one area. We were told we should waterproof the entire space if we wanted to finish it and that it wouldn't be covered under warranty if we only did part of the basement. The system was installed beginning on 10/31 and completed 11/2. We asked for someone to come back and explain how everything works. Before this happened we had a lot of rain and found puddles of water on the basement floor. We had the same 2 people, one who designed the plan (which was flawed) and the Manager come back. We asked about the cracks which weren't treated and the designer confirmed he saw them on his first visit. They would send a tech to assess them. This didn't happen until Mid December and we had water on the floor with every rainfall up until last week. The tech who assessed the cracks also opened the 4 pump sites and found they were dry, while we had water on the floor. We have asked the company if we really needed the drain at all and no one has ever confirmed that we did. To sum it up we had the ** finally come out January 10 to look at the issue and make a plan to repair the cracks which should have been done day 1 (fixed 4/16). We did not need a $19,000 drainage system, we needed a $2500 crack repair. I have confirmed this with another company since. We have lots of emails/photos detailing the timeline and our communication with the Company.

  

  Business response

  04/29/2024

  We are investigating this matter and gathering all of the necessary details and documents. We will respond within 24 hours with our final reporting & conclusion. We appreciate patience and understanding while we gather all of the necessary information.

  

  Business response

  04/30/2024

  The Querzolis reached out to us late November of 2022 with complaints of water intrusion within the basement. The notes from the call asked us to call 30 min prior to arriving and that they had water seeping up through the floor near closet in basement which saturates a 4-foot area. They also indicated that they had just installed flooring throughout.
  
  ***************** visited the home on 11/25/2022 and fully educated them on the 6 points of entry and the complications that can in a finished basement. After assessing the situation, they determined the best plan for the basement would be a sub floor system as there was enough water exhibited. It was agreed that the floor wall joint was to blame, and a subfloor system was warranted as it always is in any situation where water entered at the magnitude explained. With finished walls up, it was impossible to determine, and the goal was to never have a problem again. With finished walls being present the only sure way to stop it is a full perimeter system with vapor barrier on walls. Supplemental wall crack leaks can be added after the system is installed and the walls are evaluated to see if water has moved to the walls. The end goal for the Querzolis was to have a fully protected finished basement. The sub floor system was presented as not only a repair but to protect the investment so they would not have to go through what they had just been through.
  
  During the initial visit he presented a proposal, however, they initially passed on it and stated they were going to try to repair it themselves by cleaning out all of his gutters, installing downspout extensions, and running the water away from the basement to see if it stops their water issues. They wanted to try other solutions before having the walls cut apart as they had just purchased the house and didnt want to spend the money at that time.
  In August of 2023, ***************************** requested a site revisit in which ***************************, our construction supervisor, was sent to do a walk through with the Querzolis after the site visit a new scope of work and proposals were presented to demo the walls and install the water proofing system.
  
  On October 18 of 2023 the demo of the walls, a dehumidifier and the water proofing system proposals were all agreed upon and signed off by the Querzolis. Subsequently, the work began on 10/31/2023 and was completed in full by mid-November. On Nov 22nd, 2023.
  
  On November 29th, 2023, we received a call to address an issue with the way the stairway carpet was reinstalled and there was still some water making its way in. As stated in all of our documents, we strongly recommend waiting for at least 5 rainstorms before rebuilding to ensure we were able to address all the possible areas of water.
  
  On November 30th, 2023, ***** revisited the site to assess the carpet and take a look at some cracks that *** be leaking. At the time of the visit ***** took pictures and created a new scope for repairs which was subsequently brought back and presented to management.
  
  Cracks can form at any point in time and our subfloor system is designed to relieve pressure while removing water that makes its way into the home hydrostatically. This is why we advise vapor barriers on the walls as well. However, to do that would involve removing the existing finished wall from floor to ceiling then rebuilding. In some cases when you remove water from the subfloor it can find other points of vulnerability such as cracks and make its way in through them. In this case the water most likely finds the cracks before it gets to the footing and is causing the water to make its way in.
  
  We provided a repair of the carpet on the stairs and a proposal to repair the cracks to which the Querzolis requested a visit from upper management.
  
  On Friday January 12th, 2024, (I) ***************************** visited with ********************* to go over the issues and address the repairs. At that time, I walked through the system, assessed the cracks, and reviewed the work that was done. I agreed on behalf of the company to repair the cracks at no cost as a sign of good faith. I was also asked by ********************* if the system was even needed because the cracks were still leaking, and I explained that it absolutely is especially since they have a finished space that hides the walls and floors.
  
  Wall cracks can happen at any time and in all of our contracts it is noted that we cannot be responsible for any cracks that *** occur as they are beyond our control. Rainwater pressure can cause significant damage to homes, and we advise EVERY homeowner that wants to turn their basement into a living or recreational space to install a full perimeter system with vapor barrier on the walls to protect their investment. In the case of the Querzolis, we followed the very same protocol we do with every customer and would do it again in this exact situation.
  
  In closing, we have been in business successfully for over 35 years providing solutions to home and business owners throughout ***********. We have over 60 dealers that buy our patented products and we train to install and administer their offices. We understand that we are an easy target to blame for any issue after the installation of a system. We also understand that our competitor companies will talk ill of the work of another company, because we are in competition with them.
  
  We stand by our work and our goal is to make every customer happy. In this case we diagnosed a home over the course of a over a year and we came up with solutions that will work and have proven to work. When the cracks became an issue, we decided to forgo any cost and provided a free repair as a sign of good faith. I am unsure why the refund is being requested and somewhat taken back by it as it was never once requested to the company, and it wasnt filed with the BBB until the fix of the carpet and free crack repairs were completed.
  
  We do not agree that these claims are valid and ask the BBB to remove this complaint. We stand by our customers and do everything in our power to make sure their issues are addressed, and they are happy. In this case, we feel as though we went above and beyond to address their issues and to try to meet their expectations.
  
  The fact is that the Querzolis invested in a system that is warrantied for the life of the structure transferable upon sale by an internationally recognized company. Negative BBB complaints can greatly affect a companys ability to run their business and we feel as though this complaint is in no way a reflection of what actually happened with this project and this customer.
  
  We are not willing to accommodate the desired settlement. All issues were resolved as soon as requested. The cracks in question were not an issue at the time of either site visit prior to the system installation and they *** not have even been there on the initial visit as the walls were up.
  
  We are willing to provide 3 years of free annual pump service ($465/year for 3 years = $1395) as an additional sign of good faith. We are not concerned about what other companies have to say as its very easy to second guess or bad mouth competitors. Beyond that we feel very confident in our assessment of the situation and that our solution was the proper solution for the home and the Querzolis ultimate use of the space.

  Customer response

  05/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   Please see attached response above.
  
  Regards,

  ******

   

   

  

  Business response

  05/02/2024

  In response to the Querzolis rejection of our previous offer:
  
  While 1-800-Busy-Dog Basement Technologies understands that this is a difficult situation, the customers even admit that they are not entirely sure whether the crack was there from the beginning or not. We cannot assume liability based on an assumption that cannot be proven.
  When we arrived in November to assess, we saw water coming in through an issue in the floor joint. This is one of the 6 points of entry for water in a basement and something that we see quite often. We always recommend a full perimeter system for this reason exactly because our patented system provides the best coverage when a full perimeter system is installed with 1 pump for every 60 feet of system. This is not something we do to upsell but instead it is something we do to protect any home that chooses to use our system because we know it will protect their home and prevent future issues.
  When ***** went back after being requested, he did not see any cracks nor were any cracks mentioned. After the customer reached out again, ***** revisited with *** this time, the Querzolis did mention that ***** had previously mentioned seeing the cracks at the previous visit. However, ***** even replied to the customer that he did not say that, nor did he see any cracks at his prior visit. ***** did mention he was not even sure if there were cracks because of the coating on the wall.
  On a second trip from ***** & *** to the property after we received complaints of them still getting water in the basement, we discovered water was now coming through the wall over framing that was supporting the wall in front of it and surpassing our system. At this point, it was ASSUMED this was due to a wall crack. Never had any of our employees up to this point actually set eyes on a crack at their property, which is why our next step was to send them a proposal for removing the sheet rock and then grinding down the wall to see whether there was a crack or not. Again, we were assuming there was a crack because of where the new source of water was coming in, but no one could know for sure without seeing it visually.
  It is important to remember that water was previously making its way through the floor joint until we installed our system. It was evident that the water was coming in through the floor joint because of the visible signs of efflorescence along the floor wall joint.
  Unfortunately, cracks can form at any point in time and our subfloor system is designed to relieve pressure while removing water that makes its way into the home hydrostatically. In some cases, when you remove water from the subfloor, it can find other points of vulnerability such as cracks and make its way in through them. In this case the water most likely found the cracks in the walls as the first point of vulnerability before it got to the footing, where our newly installed system is.
  To conclude, the statement We did not need a $19,000 drainage system, we needed a $2500 crack repair is simply not true nor is it valid. The system we installed stopped the water from coming in near the closet, which is what we were originally asked to address and resolve. It was only after our system was installed that any wall cracks became apparent and caused an issue of water entering.  
  We want to keep our relationship amicable and considering your warranty is only good if you continue to get the system serviced through **, we thought that our offer was more than reasonable. We repaired the wall cracks at no cost to us which we did not need to do because again, this was not the initial issue at this property, but we did it to remain amicable and keep our relationship on good terms.
  We are attaching disclaimers & the signed agreement between BDBT & the Querzoli's. 
  
  In the document titled Exhibit A - please see:
  t)customer fully **************************** the best way to water proof a finished basement is to remove the finished walls to get back to the source of infiltration. Underexcavation of finished walls is an option and benefits and drawbacks have been explained. BDBT always recommends removing finished walls as the best way to waterproof.
  
  & 

  
  x) Demolition to find leaks and rebuilding after finding and correcting always is a billable charge.
  
  In the document titled "Primary & Backup Pumps Disclaimer" - please see:
  
  I understand 1-800-BUSYDOG warranty covers troubleshooting and repairing the subfloor system only.
  1-800-BUSYDOG does not replace the contents under any circumstances due to existing system failure or pump failure. There is the possibility the system may require additional adjustments after the initial installation. Sometimes two to three visits, although uncommon, may be necessary. 
  
  
  We believe our previous offer to resolve this BBB matter is more than adequate and are hopeful we can resolve this amicably.
  To recap, our previous offer was:
  We are willing to provide 3 years of free annual pump service ($465/year for 3 years = $1395) as an additional sign of good faith.

  Customer response

  05/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As was stated in our previous response the cracks were there from the beginning. As was advised by the rep who came out in 2022, my husband opened the walls to look for cracks. This was done on February 11, 2023 by my husband, with the help of our sons. Please see the attached photos. These are actually videos which show the condition of the walls prior to *****'s first visit to our home. You can clearly see cracks and they are wet and weeping. My husband had taken the videos to show his Brother in law who has construction experience,  and instructed him on how to remove the sheetrock. I have taken screen shots of his phone so you can see the date these were taken. I'm not sure the video will upload. I would be happy to go to the BBB office and show these videos to someone in person since you can see the entire length of the wall has been exposed and the closet removed. The cracks in the photos are the cracks that were eventually repaired.

  ***** saw the cracks like any other person could see when looking at the basement walls. One is covered a bit by the strapping, but if you were there in person to look closely you could see it. These were also there when *** visited our house prior to having the system installed. ***** agreed he had seen the cracks when he first came to our home, on his second visit with *** after when had water on the floor. He later said he never saw the cracks once we told them we were not paying anymore money to have this repair done since they should have been repaired in the first place. Again, the sheetrock had been removed prior to their first 2 visits to assess how to best solve the problem. Any claim that Busy Dog is making that this wasn't the case is completely false. Look at the pictures. *****'s attention to detail is questionable since he left without his clip board and then designed a plan that was flawed and needed to be altered during install. When he and *** returned to assess the water bypassing the drain they did not have a diagram or copy of the plan so walked around the home and property trying to find all of the system components.

  We did not ASSUME anything. We had visible cracks with water dripping from them. The system caught nothing the entire 5-6 months prior to the cracks being repaired. We actually live in our home and have experienced the water leakage after every rain, flowing down the pre-existing cracks onto the floor entirely missing the drain.  **** has been to my home once. It is really upsetting to spend this amount of money and live with the same problem for almost 6 months. To be accused of being dishonest while experiencing months of stress dealing with a very disorganized and unprofessional business is icing on the cake. We expected a lot more when investing a significant amount of money into caring for our home.

  The statement we previously made about not needing a $19,000 drainage system, but a $2500 crack repair is absolutely true. Their system did not stop the water from coming in. They stated they stopped the water from coming into the closet.  We don't even have a closet there anymore, because it had been opened up prior to their visit. The water was leaking from the cracks and along the floor seeping under the closet when it existed. Again, water kept coming in and totally bypassed the drain every time. The statement "It was only after our system was installed that any wall cracks became apparent and caused an issue of water entering" is completely false. Again, the cracks were revealed in 2/2023 when the walls were removed. Busy Dog came to our home months later.

  We don't see the crack repair as being done at "no cost". They have not done us any favors. We have spent $22,000 with this company. We didn't need to. Had they accurately diagnosed the problem and repaired the cracks first, we wouldn't have had water leaking in for almost 6 months and would have been very satisfied. We are not responsible for their mistake. We do believe we have been "upsold".  We wouldn't have realized this if they had repaired the cracks first. Then we wouldn't have noticed that the drain is unnecessary. 

  As previously stated, we don't have any faith or trust in this company. From start to finish there were issues with communication, disorganization and inappropriate charges. Now the company claims that we have been dishonest. Why would anyone want to continue a relationship under those circumstances? Given that Busy Dog overlooked the cracks on our walls from the beginning we are entitled to a refund. 

   

   

   

   

   

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have made several attempts to get my deposit back. No work was performed on my property and I have asked to get 100% of my money back. I have made several attempts and was told no. I have had no repairs done. I will call an attorney and move forward with litigation if my money is not returned. Very bad business practices.

  

  Business response

  04/06/2024

  ***, Im sorry for the communication issues, I dont see any notes or records of your calls in our system that you wanted to cancel the work. The only note I see was you called to put the project on hold because of an employment issue. 

  We have no problem issuing a refund and we also have options to help you get the work done and deferring the payments. Either way we are happy to assist and again I apologize for any miscommunication. 

  Please call me ************

  ************************;

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Our sump pump system serviced by Busydog since November 2017 when we purchased our home. Installed and maintained the system for previous owners for 15 years prior. - Annual service inspections conducted to ensure everything is functioning properly. All 7 inspections system has been given a total green light and we have been told everything is functioning perfectly and should prevent any water from coming into the basement. -During initial November **************************************************************************************************** power loss as it was an older model. We declined as we were assured it was still working and have had it inspected annually. Every year, we have been told that battery backup is still in perfect working condition and it has never been suggested that we replace it again. We have been told annually that we should be covered from any water coming into the basement with our current system. - Busy dog performed an annual inspection on 12/5/23. The entire system was functioning perfectly, no maintenance was suggested, we were assured the system would prevent water. We paid $365.00 - On 12/18/23 there was a rainstorm and we lost power for approximately 25 minutes. The backup battery did not turn on and did not sound it's "nonfunctioing" alarm -In that 25 minutes while our sump pump system failed, the fully finished basement took on 2 inches of water and cost us $2917.82 in repairs. This does not include the cost it will take to return our basement to its former state.- When asked Busy Dog stated there was nothing they could do and it was our fault for having an old battery and not replacing it upon the initial suggestion 7 years prior that was never repeated.-They asserted there was nothing they could/would do and "these things happen"- Any visit from busydog would be at full charge - The backup battery light that indicates it is functioning is still on and shows as "working"- No explanation or apology or refund offered

  

  Business response

  02/02/2024

  To Whom It May *********************** history of this job goes back to before ****. There were three to four home ownership transfers after the original installation.  Each time our company went to service the pumps, we recommended a full system with multiple pumps, we advised of the recommendation for a whole home generator and offered our variety of battery backups. The cheapest pump we have, which pumps ****-1200 gallons per hour, was chosen.Our primary pumps pump around ****- 3400 gallons per hour. At the second installation in 2006, the customer wanted two primary pumps installed, and he got a lower price backup as well.
  Technicians were successful in 2006 in having the owner at the time upgrade to a newer battery backup, new liner, and new pumps. However, its apparent he chose the wrong back up for this property.
  
  Documentation of each service visit is available but too lengthy to put into this document.
  
  The original battery backup pump, which is currently in the home,was installed back in 2006, almost 20 years ago, and the battery series was ****. There are now two primary pumps and one battery backup pump in one liner.This is the same battery back up that was in that home until recently when the battery was changed out per our recommendation to that owner. On the 2017 visit, the marine battery was dated 2015- and although the battery registered as working, showing 13 amps the technician recommended buying a new one, and suggested doing this every few years. This was turned down by the *************************** visits reinforced the battery was operable every visit, showing 13 amps on the meter. Although the battery showed as working all manufacturers recommend changing batteries every few years. As the Spinellis rejected our attempts for upgrade, we continued with the simple checking of the amps on the battery.  Keep in mind: two primary pumps rated at over **** gallons per hour and one battery backup rated at approx. ****-1200 gph.
  
  The statement from the Spinellis states that the battery backup failed after a power outage. We were there, and serviced the pump a few months earlier, and the battery showed charged. However, due to the age of the battery (8 years old and recommended change had been given) could have failed during operation. Even if it worked the **** gph needed to pump during a storm, would not be obtainable and the basement would flood.  BUSY DOG Basement technologies do not warrantee batteries or pumps, for all mechanical devices need service and although we check them annually, failure of any mechanical device can / will occur at the most inopportune time. We tell all owners the best back up to any sump system is a whole house gas generated generator and that battery backups are merely a band aid for getting the owner out of a small outage. We have no idea of the facts on how long the battery backup worked, except for the Spinellis statement, that the battery only operated a few minutes then it stopped. We find more accurately that the observation of the pump is for a few minutes, after the basement has flooded and that assumptions are made, and some owners state that the battery did not last. We do not know the facts in this case we do know people do not monitor sump pumps during power outages immediately. Oftentimes these outages are in the middle of the night while the people are sleeping, and once they do get up, they are more interested in the creature comforts of getting candles, flashlights and the such arranged. The actual time of power outage is rarely properly documented. If the primary pumps failed and only the battery backup was operable, then if the primary pumps are pushing **** gallons per hour how long will the battery backup pump, which has a rating of ****-1200 gallons per hour, last?  We fully educate all buyers when they buy the pumps and rarely is this taken into consideration. The thought process is: It will never happen to us.
  We know that on our last service the 8-year-old battery, that we advised be changed years before, was fully charged and operational. The older Poni One Battery Backup was working. We found that the blame is easily put on the pumps, and the company servicing or installing them.  We are not stating that the Spinellis perception of what happened is not true to them.  We are stating the facts of what they have in their pumping units and that we have advised them and were dismissed. However, we maintain we did nothing wrong in this horrible scenario. We do not blame the Spinellis for being upset, however, if they had followed through on our suggestions the battery would have functioned longer. Again,we have no idea the reality of how long the battery backup lasted. The numbers of gallons requested to be pumped by previous owner is fully an indication that in a prolonged power outage the battery backup they chose to buy would not operate at full **** gph capacity as the two pumps in the liner were operating at prior to the power outage. The fact is if the battery backup operated, it could not have kept up with the volume of water the two primary pumps handled prior to the power outage.      
  
  
  The battery backups chosen by the owners pump only about one third of the volume of a regular primary pumping unit powered by plug in to the wall. The Stallion battery backup, chosen by the owners, operates at **** gallons per hour vs the **** gallons per hour the regular primary pumps can manage.This could have contributed to the dilemma. If we look back at the reinstall done years before, the owners requested two primary pumps, and one stallion (in lieu of the more expensive battery backup that will operate the primary pumps during an outage) which tells us that they had huge water coming in during rain. They needed the extra primary pump to get all the water out. The choice of one battery backup was clearly not a satisfactory solution. In essence: the two primary pumps would be pumping **** gallons per hour (if the power were running) and if the power went out the delta in gallons per hour would be **** gph to **** gph. This is a concern and we do offer backups that will power the primary pump but was turned down when installed This Powergard poni battery backup runs the primary pumps at the same gph as before the power outage. The proper buying decision for the owner would have been two new pumps with two Powergard poni to be able to manage the volume of water generated in this liner.How long will it run?  This is not answerable, due to fluctuations on the pump turning on/off and other power variables. This is why we state that the best back up is a generator and having the plug to the pump tied into that same generator.   
  
  The history is clear, that the previous owners selected the wrong back up for the two pumps that operate as primary pumps. We are sorry for the stress created by this.
  
  The company did nothing wrong however we will offer the following:
  Two Powergard ponis installed at a reduced charge. These can be ganged with multiple batteries in series. These units are expensive; however, we will give a reduced price to calm the situation down.
  1.1.Further we recommend a whole home generator be installed.
  We will refund the last service fee although the service was done properly.  The technician could have forced the issue with the age of the back up and battery, however, he did not for owners believe they are trying to sell a bill of goods.
  
  We want the Spinellis to understand that we did nothing malicious, and that previous owners decisions on what to buy make them the victim and the suffering party. 1800 busy dog strives for 100% customer satisfaction,and we do this by educating our buyers and explaining their options. The decisions made by others is now an issue that needs to be dealt with.
  
  

  Customer response

  02/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While we appreciate the refund of the service visit we wanted to address a few points for clarification and ask for more details on the offered discounted pumps. First we would like to clarify that power was lost during the day. We were awake and have time receipts from the electric company. With this being the case, we were able to monitor the pump situation and are certain the backup battery pump never worked. It never sounded the alarm or kicked on at all. This is our main issue. That being said, we appreciate the offered discount but want more information about what is being offered. It is our hope that the battery we have be replaced with the equivalent system in the most current model at no cost to us. We feel this is a fair request. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Antonio

   

   

  

  Business response

  02/14/2024

  **** Busy Dog would like to settle this matter.  We strive for 100% customer satisfaction.
  
  We will install a new similar battery back up with new battery at no cost. 
  We will refund the service call visit.
  
  If the customer wants to upgrade to a PONI POWERGARD INVERTER, we recommend each pump in the liner get the inverter.
  
  Poni Powergard at a discounted rate with one battery is $2900.00 each. These are hooked up to primary pump and will perform at same gallons per hour as the previous homeowner requested.
  Added batteries are $210.00 each with case and cables in series.
  
  The best battery backup is a whole house generator. The Poni Powergards are the next best solution. It is important to keep in mind that these are run by batteries - batteries can die and should be replaced every five years or so.
  
  We will wait to hear back and hope to be able to resolve this amicably. 

  Customer response

  02/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2023, my basement got flooded. To fix the issue, I hired 1-800-Busy Dog and paid them $10,874 to install a complete perimeter system. They did a great job, but they couldn't finish burying and extending the exterior pipe because it was too cold. They assured me they would return in the Spring to complete the work. However, despite my numerous calls since April 2023, they always say they're busy and never call me back. I reached out to the salesperson who organized the job, and she comforted me, saying she's been in touch with her colleagues and they will finish the job. Unfortunately, I haven't heard anything from her or her colleagues yet. It's been almost four months since I first contacted them, and all I want is for them to come back and finish the job by installing the discard pipes at least 15 feet away from my house.

  Customer response

  07/01/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  07/29/2023

  The original job was completed 1/31/2023.  We do not like to bury the discharge when the ground is frozen.  The reason for this is to cut the grass with frozen ground when we put it back it is patchy and an eye soar.  We give what is called a promissory note to install/bury the discharge in the spring.  All Projects installed/buried throughout the winter go through the same.  We went back out on 4/4/2023 to bury the discharge.  There was miscommunication between the field crew and the customer regarding the discharge and whether or not Mrs. *** wanted us to cut through the walkway.   At that time we did not cut through the walkway but the discharge was buried.  Once we got the email from Mrs. *** sales rep and it was explained that she did want us to cut through, we rescheduled a ***** to go back and cut through the walkway and go down her driveway. We did the fix at no charge of course, and the job is now complete as of 7/5/23.  We did our normal courtesy call after our projects and Mrs. *** stated everything went well.

   

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired busy dog in 9/26/21 to put in some water drians and fix any issues with the foundation behind the drains by adding flashing, etc. Their sales team said this should resolve the issue based off their inspection. I had to sign another contract for some construction due to coding and missing beam. Fine... Signed the contract. Well the whole project was a disaster. My living room is still flooding to this day in the same spot that they said they would fix. I have had this company out many times not easily because they love to blow you off and not show up to your house with no call or anything when they say they are going to. I have given this company 2 years to fix the work in the same area where I hired them to fix to begin with. They have come out and just done patchwork they have never even offered to try to redo the job that they have done out side my house with the drainage systems. they come in and just throw silicone or some patch cement and hope to stop the water from coming in. This is not what I hide this company for. I've been very patient with this company since day one and now my frustration is at a boiling point. The ************* called me on Thursday June 15th informed me that he needs to see the site before anything else is done but also told me he was going in for surgery on Friday. **** was made aware that that we have a storm coming in this weekend and I needed help now. He asked me to send him pictures of the holes that i wanted to have patch for Friday with no response after. If he would speak with his team and actually get the information correctly he would know where the issues are. I've sent so many pictures to these people over 2 years. I followed up with him that day with text messages and the next day I sent him a text. Never got a response back so he clearly didn't care. It's now storm day and I have not heard from the company. I will be pumping water today all day. The job needs to be redone asap or my money needs to be returned.

  

  Business response

  07/29/2023

  My apologies for the delayed response. This job started off as a recommended grate .  As we began the work and noticed the different structural issues on the job etc.  Although we don't warranty grates and the work that was done and only warranty the workmanship for this particular project, we did go back and at times have to do more work.  All of our estimates state that the solution is not warranted but workmanship was.   There are multiple projects on this project.  We went out multiple times at no charge warranting the workmanship and issues that we recommended and clearly stated on our estimates if this doesn't work we may need to try something else, again due to the structure of the area amongst some other issues noted on the estimates.   I have reached out to the customer and gave my personal cell to reach me on to the repair we completed on 6/21/23.  

  We went back out to the customer again regarding most recent concern on 6/21/23.  **** did go in for emergency surgery and got ***************************** to get out there with crew as soon as possible. We were there for most of the day and completed the work. I have reached out to **************** to see how things are going now with the rain we have had.  We will continue to reach out until we make contact. I would like him to know that he can contact me directly either on my cell or at the office just ask for ****************** 

   

  If you would like us to send all of the estimates involved in this job, we can.  
  Thank you, 

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

   

   

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired 800 ******** to take care of water seeping into my basement after it rains. After they completed the work, I noticed they did not address the main area of concern - After their visit and work, I was getting more water in my basement than before. I talked to many people, who were unhelpful, and wanted to charge me another $2000 do to the work that I had requested in the first place. There was one main area where we could identify where water was coming into the basement and their work did everything except that one area. They even convinced me to do work on the walls where there was no water coming in. I am seeking a monetary refund so I can use another company to do the correct work.

  

  Business response

  03/09/2023

  On 10/24/22 Mr. ********* agreed to move forward with repairs to his walls which were leaking. See attached proposals

  He did have compounding issues within the home, but the main issue was water leaking through old fieldstone walls. There were issues with the floor wall joint leaking, but that was not addressed with wall repairs, in fact we specifically state the our warranty does not include floor wall joint leaking as we always recommend installing a floor drain and sump pump to address water coming form the floor wall joint. 

  After to initial job was completed Mr. ********* called to say water was leaking from the walls and we sent ***************************** to inspect the issue. At that time it was observed that the water intrusion was not from the walls, but it was n fact from the floor wall joint. ************************ explained that the proper repair would be a subfloor system with a pump and subsequently sent Mr. ********* an estimate to address the additional issues, which he declined.    

  Unfortunately, based on the age and condition of Mr. ******************** home and in particular the foundation there can be compounding issues that cause water infiltration. We have been in business for over 30 solving these issues for home similar to Mr. ********************* however they do come with a cost and in this case Mr. ********* decided against our option. Yes, he did threaten to go to ************ and the BBB, but we did nothing wrong in this matter and in fact offered a highly discounted option to try to accommodate Mr. ********** Our #1 goal is to satisfy every customer and this was no different, we apologized for any break down in communication, sent a rep to address any issues, provided a service that is working and offered a discounted solution to address his additional issues.        

  Customer response

  03/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Part of their statement is correct, however part is inaccurate. When I had the first consultation, with their rep **** I showed her exactly where the water was coming from. The water was only coming from where the walls met the floor. I pointed this out to *** and even showed her photos. My only reason for having ******** at my house was to take care of the water that was leaking from the joint between the wall and the floor. 

  If they weren't able to accommodate the problem, then why did they lead me to believe that they could? I would have never spent the money with them if they had advised me that it would not solve the problem. ******** has taken zero responsibility for this miscommunication. The only solution is to spend another $2,000+ with them. When *** came back to look at the problem the first thing she said was "I was afraid I'd be back here" -- that statement alone is enough to prove that they knew the work would be insufficient, yet still went ahead with it. 

  I am seeking a partial refund, so that I can find a company to do that work that I had originally asked to be done.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ben

   

   

  

  Business response

  03/15/2023

  See attached response 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home located pond front and needless to say have issues with water in my basement. I contracted ******** to solve the problem. After approx 38k and several return visits it has been solved. I have yrly service done on the sump pumps and the internal French drain system. At the end of October 2022 the annual service was done. Approx a week later I went to the basement to put food in my stand up freezer to find it was unplugged. I lost the entire contents of the freezer and was met but the smell of rotting meat. I immediately reached out to report the issue. After being transferred and put on hold was told the person I needed was unavailable and would receive a call back. I had to call again as the return call never came. When I did get the supervisor I was told was I sure it happened by their tech two people live in my house, myself and my 82 yr old mother, yes I was sure. After pictures via text I needed to call again no response. I was then asked what is it I was asking for (?) I replied with replacement cost of the food. I was asked to provide an estimate of its contents which I supplied a detailed list. Again no response. I followed up again to be told again their tech denied unplugging my freezer. I dont believe it was intentional Im sure it was accidentally done. Regardless I had lost all the food. After another call and a resend of my message with the estimate and list of food, as they claimed my first text did not transmit, I once again had to reach out to them. Text received was the ** left me a message stating again their tech denied unplugging my freezer but they would give me a credit for 2023 service (Approx $300) I could call to discuss if I wanted. 2 more calls 2 voicemails and no response from upper management. Im a C/S manager for a large global mfg. company. This is extremely poor business practice and shows they have little respect for their customers. My request was for $567, minimal in comparison to the $38k I have spent w/ them.

  

  Business response

  12/29/2022

  In response to the ******* complaint, we stand by our claim that our tech did not unplug the freezer. ****** is our senior most technician and one of the most honest humans you could meet. The freezer/plug to the freezer was nowhere near the pump that was being serviced and in no way whatsoever would he need it unplugged for him to complete the service. We did explain this to her, but she was unhappy with the response.
  
  We did offer the Crowleys a free service for next year a sign of good faith and because of her loyalty to 1 800 Busy Dog. The $300 value is more than half of what was claimed to have been lost, and what we thought was fair to split the responsibility, but again there is no evidence or proof that our tech did anything wrong and we strongly believe he was telling the truth.    

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was provided an estimate from ******* to have my basement waterproofed at the cost of $10,000. Upon completion of the job, water continued to come into my basement in various areas. When I inquired about the continued water intrusion, ******* quoted me an additional $24,000+ to resolve the issue. As an expert, ******* failed to accurately access the scope of work and pricing need to waterproof the basement. If I knew up front the cost would be $34,000+, I would have gotten additional quotes, went with a difference contractor or made a decision that $34,000+ was not in my budget and may have chosen to not move forward with repairs. I am an elderly individual on a fixed income. ******* has to put me in a very difficult situation. ******* provided an ineffective repair, did not appropriately address the root cause of the water intrusion and still charged $10,000, for which I have already paid in full. I need all necessary work completed to have my basement waterproofed for the $10,000 I was quoted, or I want a full refund. I have tried to work with ******* directly to get this matter resolved but have been unsuccessful.

  Customer response

  12/25/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  12/26/2022

  In response to **************** dispute, please see below.
  

  Statement:  I was provided an estimate from ******* to have my basement waterproofed at the cost of $10,000.Upon completion of the job, water continued to come into my basement in various areas.

  Answer:  **************** reached out to us via Home Advisor for an issue with water coming in through his bulkhead and bulkhead walls. On 5/18/2022 we sent out ***********************, one of our design technicians and once again ************** pointed out the bulkhead and bulkhead walls as the areas of concern. We listened to **************** concerns and diagnosed the immediate issues of the bulkhead and bulkhead walls. We did also mention to ************** that he had several issues of concerns within the basement with his walls, the condition of the floor (too thin and cracking) and the fact that he had water coming through his floor wall joints and the open pit in the middle of the floor with his sump pump was not an adequate way to manage water.He declined any additional estimates and believed his bulkhead and bulkhead walls were the lone source of water coming into the basement.

  
  Statement:  When I inquired about the continued water intrusion, ******* quoted me an additional $24,000+to resolve the issue. As an expert, ******* failed to accurately access the scope of work and pricing need to waterproof the basement. If I knew up front the cost would be $34,000+, I would have gotten additional quotes, went with a difference contractor or made a decision that $34,000+ was not in my budget and may have chosen to not move forward with repairs. I am an elderly individual on a fixed income.

  Answer: As a courtesy to **************** we sent a crew back out to assess the work that was done twice (9/23 & 11/18 of 2022) and both time we performed water test and additional work on the basement stairs at no cost, which was not part of our original scope. During both visits we again explained to ************** that he had several issues of concerns within the basement with his walls, the condition of the floor (too thin and cracking) and the fact that he had water coming through his floor wall joints and the open pit in the middle of the floor with his sump pump was not an adequate way to manage water. He declined both times, however on 11/18 he became angry and insulting towards ************** and office personnel. **************, then called again looking for a resolution and ***************************** the General Manager was sent out on 12/01/2022 to assess the situation, speak with ************** and determine a scope of work to remedy *************** issues. After Mr. *********** visit it was determined that the work was done properly as scoped and the issues at **************** were from the basement itself and not the bulkhead area. During Mr. *********** visit ************* was unable to go downstairs due to health issues, but it was determined that water was coming up from the floor wall joint along the back wall, up from an old ***** column, around a sewer pipe and the floor was what is considered a Rat Slab or thin floor. These are typical conditions of older homes and can be easily repaired, however as stated prior we were only asked to address the bulkhead and bulkhead walls. When we brought up the additional issues they were declined until well after the original work was done.  

  ******* has to put me in a very difficult situation. ******* provided an ineffective repair,did not appropriately address the root cause of the water intrusion, and still charged $10,000, for which I have already paid in full. I need all necessary work completed to have my basement waterproofed for the $10,000 I was quoted,or I want a full refund. I have tried to work with ******* directly to get this matter resolved but have been unsuccessful.

  Answer: As much as we respect and understand the **************** condition, we dont feel as though we did anything wrong and more importantly,we have been very up front with him throughout the entire process.Unfortunately, homes age and conditions deteriorate, this home is a perfect example of that and to properly address all the issues within the home there is a cost involved. We did provide a breakdown of recommendations and costs, but beyond that we dont feel as though a refund or additional more at no charge is warranted.
  

  
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Were selling our peabody house in two weeks when I called one month ago I was told that all I had to do was to give the exact date and I would get a refund check. Today Im now told that busy fog doesnt give credit and toll it in to the new owner however my attorney told me that this cant be done and is illegal in the **********************. I have also called WBZ,consumer for action channel 7 for this bait and switch practice and will continue to notify other media outlets about this poor and unethical treatment towards customers.

  Customer response

  03/30/2022

  I have not heard from the business in response to my complaint.I have made six calls since last week and now every time I call they look at my called Id number and find excuses not yo answer my call. They have been very unprofessional and if this is how I knew they treated people after the sale I would of never done business with them!

  

  Business response

  04/10/2022

  We have tried multiple time to reach out to get more information as to the complaint... The way it was written, makes no sense to us and we are unaware of the customer making the complaint. Our records list another resident at that address? 

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our house in March of 2019. A couple of months before I made the offer on the house I contacted Basement Technologies about the lifetime warranty on the basement system they installed. They informed me that as long as I notified them within 30 days of purchasing the property the "Lifetime Warranty' would be honored. They did point out that the sump pumps would not be covered by the warranty. After purchasing the house, I contacted them about changing the warranty and was not advised of any issues with it. Since we moved in we have had numerous occurrences of water seepage coming up through one corner of the basement. The company came out one time to do a repair to no avail. We informed them about the seepage again after another heavy rain. They in turn told me that I would have to put a new coat of cement down on the basement floor and I would have to pay for it. How is that a warranty for no water in the basement with their system? How is a Lifetime Warranty not a lifetime warranty?

*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. ↩