ComplaintsforTC Hafford Basement Systems

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made several calls and left messages, no response from TC Hafford. ***** lines not buried and concrete residue around property. Oil tank was damaged by ************* and they have not settled bill. Bad communication.

  

  Business response

  05/23/2023

  Hi *****, after talking on the phone is sounds like we have a plan to address your concerns. We will be coming out Friday (5/26) to bury the discharge line. When we install systems in the colder months, it is typical that the discharge is delayed until the ground is completely unfrozen. As far as the concrete residue, our Northern Production Manger has already been out and cleaned up any splatter as confirmed in an email sent by ********************* yesterday 5/23). Our accounting team paid the invoice for the oil tank service on May 3rd by check for the amount of $155.65 to ********************** and we have confirmed that the check has been cleared and taken out of our accounts. If you have any further questions or concerns,please reach out to our office.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contracted with TC Hafford on 7/27/21 to do waterproofing work in my basement at my home. Was scheduled for 11/17/21 and paid the company $3,357 (withdrawn from account on 8/4/21). On 8/30/21, I contacted the agent to change the nature of the work to insulating the basement with spray foam and signed a new contract. My previous deposit was applied to the modified contract. I made arrangements to be out of the home for 11/17 and 11/18 and to board my pets for those dates, given the nature of the work.On 11/11/21, TC Hafford called to confirm my scheduled work date and told me they were planning to waterproof the basement. I corrected them (spray foam, not waterproofing) and they asked for time to look into why they had the different work orders. The agent I had worked with had forgotten to file the new contract with the company. After quite a bit of calling around, I finally got in touch with an employee to cancel the contract and get a refund. Since that time, I have called 4 times and emailed 3 times to ask when my refund will come (cancellation signed on 11/15/21). Today, I got in touch with the billing department who had not tried to issue a refund as of today (12/3/21). This company took my money and did not make any effort to fix my contract or refund me, despite repeated complaints for almost 3 weeks. I still do not have my refund but their accounting department said they would refund it today.I am appalled a company would take someones money and then not take any steps to remediate their breach of contract with a customer. I do not need apologies, I need my money back and for someone at this company to understand how their systems utterly failed. Now I am scheduling in winter for this project, I will have to pay for oil for the whole winter and not have insulation until at least March, given the market. I will lose money on paying for oil and have lost countless hours, just trying to get someone on the phone at TC Hafford.

  Customer response

  12/15/2021

  Better Business Bureau:
  
  The business called to apologize and promised to look into the failures that occurred. I have determined that the response does satisfy my issues and 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

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TC Hafford scheduled us to waterproof our basement for Oct 12 2021 for set up, the 14th for concrete pour and the 15th for cleanup. We received an email confirming these dates so we expected the work in our basement to be done that week. October 12th 2021 The set up grew arrives and lays the waterproof flooring that goes under the concrete and applied some of the white tarp type material to walls, only half the walls were down. Sup pump installed however no one buried the pipes that go outside so we had a long white pipe sticking out of our basement onto our front lawn for the next month. Oct 14th NO call NO show. My husband calls several times and get the run around. Someone finally tells him basically that there was no concrete for the job. Clearly no one showed up on the 15th either. we waited almost two weeks and then we called I believe we were initially told the 1st week of November, well that didn't happen either. Fast forward Nov 18th finally got the concrete poured. Guy sleeping in truck and no drains were put in like there was suppose to be. Nov 19th. "clean up" crew was one guy who claims in knocked on the door but did not. I have 2 kids home that week for remote learning. they said the one guy sat in our drive way in his truck for about 5 minutes and drove away. We have ring cameras on all 3 of our outside doors. I had gone to the store when said cleanup crew arrived. I received no notifications on my ring doorbell saying anyone was at the door. when I spoke to ***** around 3pm she confirmed her cleanup crew where there at 10;30 and how he knocked and waited 30 minutes. I check all my ring cameras and he did not come to the door. Not to mention we have told everyone we have spoken to at TC Hafford that our bulkhead is wide open to go right in and help themselves. November 27th. ****** arrives to ***** the sump pump pipe outside. Told we would get a call Wed. 24th with a date for cleanup. NO CALL. Nov 29th I called they say this Thursday. we'll see.

  

  Business response

  12/17/2021

  Here at TC Hafford, we appreciate all of our customers and work hard to meet their expectations. We apologize that there was miscommunication on this project. We try hard to to have these projects that have multiple crews doing different parts of the project. Although it is a complicated schedule, we pride ourselves in running it smoothly. We apologize again for any scheduling difficulties on this project. To the best of my knowledge, the project is completed and any concerns have been resolved. Please let us know if this is not the case. 

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