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:05/28/2024

  Type:Customer Service 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 hired ABW to complete work in my basement back in March after it had water damage. The first day I was charged an additional fee because the carpet was wet. That amount was supposed to be included in the cost of the work. They let me throw away a few other items and I had to get this done ASAP so I didn't force the issue, but I wasn't happy. When asked if they would be deducting the cost of containment since no plastic coverings had been put up, I was told no. The reason I was given was that containment consisted of the carpet removal that I had paid extra for. I have no complaints about the staff who did the work. However, I've have yet to get final documents for the work completed March 28. I was told by the admin, that the documents would be sent out via mail and I should receive them soon. I was also told by Kelly and the foreman, that I would get a receipt for the additional hauling charge. I have not received either. On April 29, I received an email from a different admin, stating that ABW had been closed due to a death of a staff member. She said that the documentation had been sent two weeks prior she but would send out another package and provide a tracking number. I have not received any communications since. I sent several follow up messages. I also asked for clarification regarding a treatment listed on my contract which I thought was for mold. I have mold in my basement and would like someone to clarify why this would be if the treatment had been applied. I am not happy with how the communication has been handled. There is a warranty on the installation, but I have zero confidence in being able to use it because I can never seem get in touch with anyone. Emails go unanswered for weeks, if at all. The phone number on the website has a voice mail that is usually full. I've also used the chat feature and still no response. I would like someone to provide me with the documentation I was promised as well as an explaination regarding the mold treatment.

  

  Business Response

  Date: 07/16/2024

  The business provided a response and asked that it not be published.

  Customer Answer

  Date: 07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I disagree regarding the characterization of the $450. I was told the fee was for the carpet removal. I agreed because I didn’t feel like I had any other option. I heard the Forman on the phone saying that the cost to remove the carpet was going to be more than they would like because it was wet. The foreman offered to move the other items and I accepted so I wouldn’t feel like this was a total waste. My issue is that it was an unexpected charge that I wasn’t in a position to pay. I don’t disagree with the upgrade, however based on other quotes I received I was being charged more than their competitors to begin with, so it didn’t really feel like much of a courtesy. As bothered as I was, I would have been fine if I’d have gotten the documents or at minimum better communication.
  
  My mother had a heart attack around this time, my sister had to have surgery. All on top of other life events. I shared this with ABW, but even knowing that they weren’t exactly the most understanding when it came time for payment. I was told there was an option for a payment plan but when it was time to pay, I was told it had to be set up on the front end. So I had to figure out how to get it done. I used my cards which required extra steps because the card company flagged it as fraud. But then I get a call saying I need to get it paid because it’s putting them in a bind since the amount is so high. And on top of it, I’m told my warranty won’t take effect until it gets paid. Again, I figured it out. So, I fully understand how difficult it can be but that’s not an excuse for not communicating effectively. This has made me have to do extra work to document my claim which still isn’t closed.
  
  Regarding the anti- fungicide, I would expect it to take longer for mold to show up if the basement was fully treated. I don’t want a consultation as I don’t have any faith in this company at this point, but thank you for the offer.

  I will have to wait until I receive the documents before I can accept this response.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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.

  On 16 March 2016, I contracted with company to waterproof my basement. This work was completed and the company was paid. The same problem has arisen again. I contacted the company about the problem and was told that it will cost approximately $5K to correct the same problem as before and that I would be responsible for the cost. I have tried on many occasions to contact the company for them to provide a legal explanation why they are not honoring the contract warranty that states”Any area serviced with an Affordable Basement Waterproofing pressure relief system Carrie’s a lifetime warranty against seepage at the cove area, including free labor and materials.” I sent an email ( returned for invalid email address, address from their web site), sent letter via usps( no response), sent text( no response). I’m requesting that the company honor their warranty or return monies paid $10,481.00.

  

  Business Response

  Date: 08/15/2023

  To Whom It May Concern: 
  On March 1, 2016, Mr. Randy C******* contacted Affordable Basement Waterproofing by phone for a free estimate for his basement waterproofing. We sent out our licensed inspector to meet with Mr. C******* on Wednesday March 2, 2016, between 2pm-4pm. Mr. C******* and Affordable Basement Waterproofing engaged in a signed contract on March 2, 2016. We paid for a permit with Anne Arundel County on March 14, 2016, and issued permit number *********. We installed a full complete interior perimeter waterproofing system on March 16, 2016, after the permit was issued. 
  Mr. C******* contacted our company for service on Wednesday October 17, 2018, for dampness on rear wall and mud coming out of the black waffle drain board installed against the perimeter wall. We sent our service team out that same day to inspect the area of concern. Our technician found mud clogged in the pipes and coming onto the floor in one specific area on the rear wall approx. 12 In ft where the gutters overflowing on the other side of the outside wall. They also noted the rear landscaping is sloped towards the rear wall. We did not have all the materials or proper equipment to perform the service that day, so a new scheduled date was recorded for service. 
  On Friday October 26, 2018, our service team removed approx. 12 In ft of interior drain tile on the rear wall in the serviced area of concern where mud was clogging the system. We installed a fully new system and concreted the area closed. We did a walk through with the customer and told him he needs to take care of the gutters and general maintenance. He did state he was disabled and would do his best. 
  On Tuesday May 2, 2023, Mr. C******* called our company and stated he is having the same problem in the same area. We scheduled him a service appointment for Wednesday May 3, 2023. I sent the same technician out to the property because he was very familiar with the system and property concerns. Upon arrival it was inspected that the same area is now clogged completely with a bacteria in a gelatin form consistency which is now clogging our pipes and system. We believe there is constant heavy overflow from the roof line and the debris sitting against the outside perimeter wall which is causing these concerns only in this specific area of the entire basement. There are no other issues within our system except this one area. I explained the concerns to Mr. C******* and advised him that the first step would be to get a water and soil sample of the area. Our company would incur the cost of this appointment and testing from a licensed professional water testing company. Mr. C****** denied the appointment. I gave him the cost of $5200 for new scope of work to include treating the bacteria gelatin like substance and installing a new system. The materials to treat this come in a powder form and it breaks down the bacteria in a liquid form. This is a process and takes several days. We explained to Mr. C****** that we have honored our lifetime warranty by removing our system and replacing it with a new one on October 26, 2018, and this is a new problem. He denied all information given. I received a letter in the mail and this complaint from Mr. C******* from the BBB. 
  I have attached all paperwork and pictures concerning this complaint above. 
  Sincerely,