ComplaintsforAffordable Basement Waterproofing, Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  07/16/2024

  The business provided a response and asked that it not be published.

  Customer response

  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

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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,

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a water seepage problem in the newly built elevator shaft. The licensed inspector from Affordable Basement Waterproofing company Ken S******** looked at the site on October 5th 2021 and wrote the proposal that included a sump pump installation. We signed the contract with the company and the down payment was made on October 18th 2021. The installation was scheduled for November 16th. The general operations manager Kelly R******** finally inspected the site at the end of the day when the work was supposed to begin. She called me to say that she didn't think installing the sump pump would be structurally safe. She wanted to check on this with a structural engineer, and we agreed to cover the cost of the additional inspection. On December 8th Kelly called me to say that the report is back and the structural engineer agrees with her, putting the sump pump in is not safe. The company came up with a different solution, which we did not like. Kelly said she could void the contract and return the down payment in full. We voided the contract on December 15th and the company sent us the check for the down payment amount less engineer's fees on January 10th. At this point they also sent us the report from the structural engineer. It turned out that there was nothing in this report about a sump pump, no concerns were raised about the sump pump installation not being structurally safe as Kelly implied. It was obvious that the engineer either was not asked or decided not to address the safety of the sump pump installation. In either case, since addressing this issue was the reason we agreed to pay the engineer's fees the company should not charge us for the engineer's service that was not provided. Furthermore, since Affordable Basement Waterproofing refused to deliver services outlined in the original contract without any documented reason they must return the down payment in full in the amount of $967.

  Business response

  03/08/2022

  Business Response /* (1000, 7, 2022/03/01) */ We contracted with **************** to install a sump pump and drain-tile system in a square area 70 inches by 80 inches. After our initial walkthrough and some concern of the current work being performed from a contractor installing an elevator shaft in her residence we sought with Mrs. ********* permission a structural engineer because it was discovered the slab was a monolithic pour and it is against Montgomery County Code to install a drain-tile system without a structural engineer recommendation. After further review to see if a permit was pulled for the property it was documented through Montgomery County Inspections that the footings/slab had indeed failed. For these reasons ABW wanted to protect the company and the homeowner. This small fee was paid for out of Mrs. ********** deposit with her permission. The engineer recommended the only solution to tackle from the outside with outside drain-tile. In an email Mrs. ********** sent to ABW she stated herself word for word email dated on Thursday October 14, 2021 @ 8:16am "We now met with several waterproofing companies and I have one question for you. We were told that without concrete footer underpinning the system won't work". She insisted we speak with her contractor and again we advised a licensed certified structural engineer to review the area for safety purposes since the live loads above carried three (3) stories. Moving forward I sent her a new contract though the price did not change for the modified work per engineer and she declined. I sent her a refund in the amount of $527.00 check dated 1/11/2022. She originally paid a total deposit of $967.00 less the engineer she agreed to via email sent from her on Thursday January 27, 2022 stating she did receive the engineer report and found it. I pulled her information on Montgomery County Inspections and there has been no permit pulled for a sump pump she had installed from another company as described in email sent to ABW on January 18th, 2022. It is our desire to close this file as both parties agreed to the engineer report and I believe we have ethically provided documentation to serve this purpose and refunded the customer less the report she has in her possession and also stated in email sent on Jan. 18, 2022 she told the company about the report. All documents have been submitted in accordance with the BBB under law. Thank you, Kelly R******** General Manager Consumer Response /* (3000, 9, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Affordable Basement Waterproofing continues to insinuate that there are safety concerns associated with putting the sump pump in the elevator shaft, as was agreed to in the contract. They fail to produce any documentation to support their claims. I am submitting the drawings and building permits for the shaft that demonstrate that the slab is not a monolithic pour and the work performed was approved by the Montgomery County Department of Permitting Services. We agreed to pay for the additional inspection by the structural engineer hired by the Affordable Basement Waterproofing to investigate potential safety issues. No concerns have been raised in the report. Since the Affordable Basement Waterproofing refused to keep the terms of the contract without any documented cause they must return our downpaiment in full, including the structural engineer's fees. We were misled to believe that the structural engineer will be addressing the Affordable Basement Waterproofing general manager's safety concerns, however safety was not even mentioned in the report. We did not get the service we agreed to pay for (investigating safety issues), therefore we are not responsible for the payment. Business Response /* (4000, 11, 2022/03/08) */ It is our desire to resolve this immediately moving forward. Mrs. ********* sent an email to our company on December 15, 2021 @ 6:04pm stating "please void the contract and refund the money". She also stated in her previous response to BBB that she agreed to the engineer report fee which was $350. The alternative to installing an outside waterproofing membrane would have stopped the water intrusion from entering the elevator shaft. To date there is no permit on record with Montgomery County of a sump pump installed and inspected. A licensed company would have pulled a permit with Montgomery County to install a sump pump following a Montgomery County Inspection. We refunded her deposit less the $350 she agreed to. Lastly, Mrs. ********* states in an email sent on January 27, 2022 @ 12:19pm, "As I was getting ready for filing the complaint with BBB, I finally found the report from the structural engineer that was attached with the invoice. Well... there is nothing in this report that would explain why you could not put the sump pump in, as originally promised. So, as far as I am concerned, you are the ones who canceled the contract and therefore, we should receive our downpayment in full. This is your last chance to make things right.thanks ******". All emails have been sent to backup conversations between both parties. We hope to resolve this the customer agreed to pay for the engineer service out of her deposit and she stated this in her findings and email. Thank you.

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