ComplaintsforAyers Basement Systems

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made a deposit of $2640.40 for a drain, sump pump , downspout to stop basement leak on July 25th. We called to cancel the project on Aug 8th due to unexpected expenses that arose. After a few calls were able to speak with *** (****) who told us company policy is no refunds after 3 days. We responded the 3 days are law and asked if therefore is your policy no refunds? Was told they would call me back after checking with upper management Aug 16th and no ever received a call back. We called back on Aug 23rd and was told our *** was working from home but he would call me back that day and he never called back.This project was due to start Sept 3rd so we feel there was plenty of notice to cancel. We even offered to forego $250 of deposit for any costs they incurred for time spent for the estimate. We are requesting a refund of our deposit

  

  Business response

  08/27/2024

  Thank you for bringing these issues to our attention. The customer signed the contract on July 25 and called to cancel on August 8. This is outside of the 3 day cancellation window. Because the request is outside of our cancellation timeline, we are unable to issue a refund. We will gladly keep their deposit on file to perform work at a later date.

  Customer response

  08/27/2024

   
  Complaint: 22192878
  
  I am rejecting this response because:
  I do not believe you laid out any money so far and offered $250 to cover gas and time sales rep ******************* rejection of a refund paints your company in a very poor light. 
  If youre willing to keep our money on file then why not refund it as well as after this treatment I would never do business with such an unscrupulous company. Therefore I again request a refund. 
  Sincerely,
  
  ** *****

  

  Business response

  08/30/2024

  The customer was outside of the cancellation policy, therefore, we cannot provide a refund.

  Customer response

  09/09/2024

   
  Complaint: 22192878
  
  I am rejecting this response because:
  The business had no outlay of money. 
  We offered $250 for any expense they incurred driving out for estimate. 
  
  
  Sincerely,
  
  ***************

  

  Business response

  09/19/2024

  The customer was outside of the cancellation policy that was listed in their signed contract, therefore, we cannot provide a refund.

  Customer response

  09/19/2024

   
  Complaint: 22192878
  
  I am rejecting this response because:

  We were sold a bill of goods we did not need 

  We rerouted our downspouts and adjusted ground around window well and caulked area and no leaks since. 
  

  Again, Ayers is out no money and we offered $250 for their time and fuel to come out for estimate.

  We are seniors on fixed income  We want our deposit back  

  Ayers is not trying at all to negotiate this. Very bad behavior for a company  

  
  Sincerely,
  
  ** *****

  

  Business response

  09/25/2024

  According to our cancellation policy, which states that cancellations need to occur within 3 days after signature, the customer was past the agreed terms, so we are unable to provide a refund. However, we would be happy to apply those funds to a different project in the future if they'd like, or proceed with the original work.

  Customer response

  09/25/2024

   
  Complaint: 22192878
  
  I am rejecting this response because:
  Ayers has put out no money and we offered $250 to cover expense for estimate. Also, why would we do business with Ayers after this treatment??And, we fixed the issue with new downspouts and caulking. We expect a refund 
  Sincerely,
  
  ***************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 7/12/24 We signed a contract with Ayers Basement Systems for repairing our basement. We gave them a down payment of $6,800.00. We decided it was more money than we could afford to spend. The contract states we have 120 days to withdraw should we chose to. On 7/26/24 we notified the company we did not want to go ahead with the project. As of today 8/19/24 we are still waiting to receive our refund. We have contacted the company at least six times about our refund. They continue to give us the run around about when they can release the refund. We have been waiting almost a month. They keep telling us they are working on it. They also do not return our phone calls when they say they will!

  

  Business response

  08/20/2024

  This complaint has been resolved. We spoke with the customer and the refund has been processed.

  Customer response

  08/23/2024

  I spoke to ************  Tuesday Aug 20th. He said he had good news, our refund has been approved. Stated he would call sometimes this week to tell me when the check would be mailed. However, he had not called by today Friday the 23rd. I called him just before 5pm today, my call went to voice mail.

                                                                                                                                    Respectfully, ***
  

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  08/26/2024

   
  Complaint: 22166447
  
  I am rejecting this response because: I have not received my check. I also have not heard from this company.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/27/2024

  Refund checks take time to process. The customer's check was cut on Monday, August 26. The check should be arriving in the mail within the week.

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  09/03/2024

  I am satified I received the check. My only complaint is it took over 30 days to receive the check.

                                                                                                                           Thank you, *********************
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2024, we contracted Ayers to install four new 'sunhouse window enclosures.' They also dug out the ground around the ***** and added drainage material and rock. There were 2 employees here for less than 2 hours to complete the work. We paid an initial deposit of $604.80 before the work was completed. On the morning of May 7, I called Ayers basement to pay the remainder of our bill in the amount of $1411.20. We also asked someone to come look at one of the window ***** that had dirt in the bottom of it from washout. Later that night on May 7, a severe storm came through. We watched the window ***** fill with water within minutes and immediately flooded our basement. Two big issues (1) the ***** should have done a much better job at keeping rainwater OUT. We understand if the ***** got wet, but they should not have filled with ~10 inches of water. (2) The water did not drain from the ***** through the drainage material that was put down. Windows are not meant to be submerged under water and therefore, the water drained INTO our finished basement. It is important to note that we have NOT had any issues with our windows previously. The drywall and carpet were ruined under each window and now have mold concerns. We immediately contacted Ayers and sent videos and photos to their office assistant, ****** and sales **** ***** After waiting a week for a phone call, they stated they would not be able to come out until June 4th. However, on May 21st, ******************* from Ayers came out to assess and repair. He admitted that the ***** were not sealed properly, and that there was no caulking done at all. The ***** had a thick layer of dirt from extreme washout. On May 23, a representative, ****, stated they will only cover $500 in damages. We paid a total of $2,016 for this project and facing an additional $6000 for repairs. Our attorney has contacted Ayers, in which Ayers is still not admitting to any wrongdoing. We are pursuing a full refund of $2016 at a minimum!

  

  Business response

  08/07/2024

  The contract called for Ayers Basement to install SunHouse Basement Window Enclosures. The contract states Installation of SunHouse alone will not prevent window leakage. As part of the contract, Ayers recommended a complete perimeter waterproofing system; however, the recommended waterproofing system work was not selected by the customer. The window enclosures are not a waterproofing system, as stated in the contract, and Ayers Basement Systems expressly disclaims in the contract any liability for water damage inside the foundation. It remains the recommendation of Ayers Basement System that the customer have the waterproofing system work specified in the contract be completed to alleviate future water issues.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dehumidifier from Ayers in 2021 (along with other basement work totaling thousands of dollars). Several days ago, the dehumidifier began to leak water on my basement floor. I contacted Ayers to set up an appointment for service and the rep I spoke to advised the "production team" would need to call me back. I was told this could take up to 2 days. There is no reason it should take 2 days to schedule a service appointment. When I did not receive a call, I contacted them again. The soonest appointment I could get was 18 days out while my dehumidifier was leaking all over my basement floor. I called back, spoke to ****, and requested to speak with a supervisor. I was placed on hold and then was directed to a voicemail, not a live person. I called back a second time and spoke with *******. ******* stated there were no supervisors in the office and advised someone would call me back. ****** called me back and made every excuse why they could not come out any sooner than 18 days, despite the fact I had water leaking all over my floor. She had no explanation why no one called me for an appointment and showed no concern whatsoever. I asked to speak with the owner, *******************, and ****** refused. It is obvious Ayers does not care about providing good, reasonable, professional service to their customers.

  

  Business response

  07/30/2024

  We are truly sorry for the delay in reaching ******'s home. Every single one of our customers holds immense importance to us, and it pains us to have caused any inconvenience. We understand the challenging circumstances and want to assure ****** that we will prioritize her in the event of a cancellation. We are working tirelessly during this demanding period to ensure the best possible service for all our customers.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The price we were quoted did include a permit they said they would have to pull. The morning of our appt they called to reschedule. They made a different appt a month away. Then they rescheduled again. Over a month after signing the contract, we finally had Ayers come to our house. We were taken aback by how young the four workers from Ayers looked. We told them that we had dogs and cats. However, once they left for the day, our gate was left wide open. Another issue we had is that they left the front screen door propped open. It was a very windy day in April and the wind blew our screen door off the hinge because it was left open. The workers were there for 2 whole days. In that time they jackhammered our concrete floors, installed a pipe from the leaking window all the way to where our sump pump pumps water outside. We were told by our sales person that they would jackhammer larger pieces of concrete and put them back with a very minimal seam. What we were left with was a huge trail of uneven concrete work that followed the pipe and it was a good foot wide. The concrete was so uneven that a piece of tile wouldnt lay correctly if we tried to do so. Then we looked at the work around the window. They put holes in the concrete to the outside of our house. The pipe they installed isnt even connected. They stuffed a rag up inside the pipe with purpose. They then tried to collect full payment after the 2nd day. We refused bc what we were left with was holes, dust, shoddy work, and trash everywhere. A plumber came and dumped water into their pipe. No water came out the other side so where is it going? After the first rain, we had an inch of water in almost all of our basement. Drywall soaked. They DESTROYED our basement. They tried to send the good team our way but we refused bc 1. We dont trust them and 2. Never pulled a permit. Charged us for one and argued with us about needing one. All work was done w/o a permit. 2000 char isnt enough! See pics!

  

  Business response

  07/09/2024

  On April 23, Ayers was informed about the customers concerns regarding their project. After speaking with the customer, we agreed to send a field supervisor to complete additional work to their satisfaction. The supervisor called while on the way to the customers home to provide an arrival time, but the customer changed their mind and told us not to come, then hung up. We have tried multiple times to reschedule and connect with the customer, but they refuse to speak with us or have us return to their home.
  
  Regarding the permit, we were informed on May 6th by the Mason County Building Inspector that no permit was needed for the job. However, on May 8th, the inspector followed up to say a plumbing permit would be needed. Ayers paid for the permit and notified the customer on May 16th that we understood the miscommunication and removed the $396 permit cost from their outstanding balance. 
  
  The customer is now requesting ******************** repairs their home and a refund through the BBB, but they do not answer our calls or return our messages. We called again today, July 9 around 11am to discuss the project concerns with the Production Manager and Vice President on the line, but the call was not answered. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a ** humidifier for $1800.00 in 2021 from Ayers. It stopped running in the last month. It had a 2 1/2 yr warranty and we bought it about 3 yrs ago so warranty was no longer valid. Ayers came out and the ******* stated that the dispatch hose leaked and rusted the electrical unit. (design flaw), The unit was not moved after installation. ******* states the ** has a lot of design problems and he does like to sale them. This was a very expensive humidifier and a better design is expected. I had to buy another dehumidier from them that has a design that will not allow this leakage. It cost $1700.00. RESOLUTION I would like AYERS to extend thier warranty to cover the design flawed old unit.($1800.00)

  

  Business response

  11/01/2023

  We spoke to the customer and resolved their concerns.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had poly level through Ayers done on September 28th. Everything was fine but now I have at least half inch to three quartered inch drop in the cement on the sidewalk in front of our extra car pad they already fixed. There is guarantee so I have contacted Ayers for help and they tell me to get hold of the salesman. When I contact the salesperson I receive a full mailbox. I have tried email. I have called. I have texted **** times. No reply. We have a wheelchair person in subdivisions n who cant make it over the high bump in concrete. I just want fixed. A date set so done before winter. It took us all Sumer to get appt so thats why I worry bout appt. Please help. My only other option is wzzm13onyourside. I have told the salesperson bout the wheelchair person but no answer!!! Help

  

  Business response

  10/16/2023

  We spoke to the customer and have made arrangements to resolve her concerns.

  Customer response

  10/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/17/23, a salesperson from ****** provided a quote for basement repair. The quote was provided with the understanding that I had an insurance claim pending & variables would likely change. I was informed that in order to be placed on the schedule, I would need to pay a deposit. The salesperson was very aware of the variables & the insurance claim. I paid the deposit to be placed on the schedule. There was no mention of a cancellation policy if I needed to cancel or change based on my insurance claim.On 8/29/23, I faxed & mailed an original signed copy of my request to cancel based on updates to my insurance claim. On 8/31/23, I received a call from the salesperson requesting a follow up to discuss the matter. The appt. was scheduled for 9/1/23 at noon. I was informed at 12:06 pm by text that an emergency came up. No additional follow up was ever received to reschedule or discuss this. I was under the assumption that my repair was cancelled per my written request based on this lack of follow up.On 9/19/23, I received a text from a worker asking if I wanted to change the date of my repair. Knowing that I cancelled, I immediately called the company & was informed that I would receive a call back that same day with a status. On 9/20/23, the worker from the 9/19/23 text called to follow up on changing the repair date. I informed him that it was cancelled but he stated I was still on the schedule. I received no further communication from the company. On 9/22/23, I called the company again for follow up. Then, and only then, was I informed of a 3-day cancel policy to get my deposit back. I was informed that the salesperson would call me again, & that my refund request would be sent to "management", and I "might" get a partial refund, but the salesperson would call to talk to me.At this time, based on my written cancellation, the lack of communication & lack of follow up by this company, I am requesting a full refund of my deposit. Thank you.

  

  Business response

  10/04/2023

  We're sorry to hear you won't be moving forward with your project as planned. Per our standard cancellation policy, we are unable to provide a refund after three business days. We'll happily apply your deposit to another project with us at any time in the next 12 months.

  Customer response

  10/08/2023

   
  Complaint: 20643542
  
  I am rejecting this response because:

  I filed this complaint to be heard.  From the beginning, I havent been taken seriously, regardless of any cancellation timing:
  *the initial appointment not properly communicating company sale policies & procedures relating to my situation,
  *lack of follow up by the salesperson to meet & discuss after acknowledging my cancellation,
  *my phone calls with the company hearing statements that someone will call me to discuss my concerns all going unfulfilled,
  *not being removed from the schedule after faxing & mailing an original signed cancellation.  This telling me that the company planned to send workers to my home regardless of my request.
  
  After this complaint was filed, & several weeks after I cancelled & heard from anyone, I received a voicemail from the salesperson stating that they will just swing my house on their drive by to see where things are at.  Even the suggestion of an unannounced arrival at a customers home is unacceptable especially if the customer is a single female.  This is not okay. 
  
  The timing of the voicemail and all of the above shows me that I was just a quick sale & easy money to them. 
  
  I am requesting a refund of my deposit not with the intent to defraud or mar.  In addition to the matters noted above, a service was not provided.  I am a single wage earner, and these funds are critical for me to meet the daily needs of myself and my dependents. 
  
  The suggestion that I could use the deposit towards another service is illogical. Unless they intend to come in and create a repair at my home, I have no future need for their services.  The response by the company appears to be an attempt to avoid accountability as they have demonstrated a lack of communication, follow up and basic customer service. 
  
  At this time, I am requesting a full refund of my deposit.  In alternative, I will accept a refund of $3,277 which is my deposit of $3,869 minus the 'same day savings' of $592 in order to compensate the salesperson for his time.
  
  Sincerely,
  
  *************************

  

  Business response

  10/16/2023

  We regret you don't feel heard or taken seriously. However, per our standard cancellation policy - and as listed in the signed contract - we can not provide a refund after three business days. We'll happily apply your deposit to another project with us at any time in the next 12 months.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In fall 22, I contracted w/ Ayers to update an egress window and also to bury outside downspouts into the ground. There were last minute scheduling issues but within a month of expected installation, they did the job. problems on that day included water shooting into my home, into a carpeted office, which pooled on the floor. Workers also cut my internet connection while I was working from home on a very busy day. These issues could have been avoided but I did not complain, even tho the use of water with the massive saw that cuts through the side of house was known to shoot water inside. Whaaat?! If prepared for this, it would not have caused any issue and things to soak up water shooting in would have prevented soaking my carpeting. Fast forward to June 23, the local township scheduled an inspection and DIDNT approve the work. The reason, no smoke/CO detectors were in place that Ayers should have told you about that. At first ************************* of ******* office was by my side and helped me to understand what was happening. He expressly stated that Ayers and their inside production people would be assisting me and he gave me advice. We texted between dates of 7/20-8/8. (See screenshots for some of those texts) After this, **** stopped answering my texts. I eventually called Ayers, explained this issue and also issue of drain cover than has broken which Ayers told me they would send a replacement. I spoke to ***** supervisor, a woman, who rudely stated that he is not helping me with this and that I am on my own. That was a 180 from what ******************* said to me throughout our initial phone contact and our numerous texts. This was such inexcusably poor customer service and relations and had me very upset and disappointed. And you guessed it, they never sent me a replacement cover for one of the drains. Always check BBB first. I wish I had. I cannot recommend a company with this poor showing of customer service and ignoring issue of final approval of their work.

  

  Business response

  09/07/2023

  We spoke to the customer and she confirmed all issues have been resolved.

  Customer response

  09/11/2023

   
  Complaint: 20555164
  
  I am rejecting this response because:
  Nothing was resolved. ******************* called me to say their production team was going to handle it which is why he would not answer my last texts to him regarding this matter. But I never was contacted by their team. They have not provided the round ground cover for downspouts that broke, which I was told by phone call to their office would be replaced.  

  Sincerely,
  
  ***********************

  Customer response

  09/11/2023

   
  Complaint: 20555164
  
  I am rejecting this response because:
  Nothing was resolved. ******************* called me to say their production team was going to handle it which is why he would not answer my last texts to him regarding this matter. But I never was contacted by their team. They have not provided the round ground cover for downspouts that broke, which I was told by phone call to their office would be replaced.  

  Sincerely,
  
  ***********************

  

  Business response

  09/15/2023

  Thank you for making us aware of this issue. The lawn outlet was replaced on the morning of 9/15/23.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June I signed a contract with Ayers to complete work with a $5K down payment. During this time I was told the work would be done in July. I paid the deposit on Friday and was told I would be called Monday with the install date. No called happened. I waited until after the check cleared figuring that is what they were waiting on. I finally had to contact them and reached the sales rep. on Wednesday and told it was going to be October (from July to Oct in 5 days) and told them for outdoor cement work I was uncomfortable with it but he assured me it would probably be moved up to August. A week later I received an email from them moving it to the week of Thanksgiving. I called them and said it was unacceptable and I wasn't even going to be in town that week and I wanted the work moved up before October or return my deposit. Nothing happened. I called a couple of weeks ago to see what was going on and was told to told to talk to my service rep. I called the service rep, left a message and heard nothing. I called them yesterday and was told they would look into it and the rep. for sure would call me yesterday. I received no such call. I no longer trust this company as they deceived me from the get-go and won't return my calls. I only want my deposit back. No work has been done.

  

  Business response

  08/31/2023

  Thank you for bringing this issue to our attention. We spoke with the customer and have reached a resolution.

  Customer response

  08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have agreed to refund my deposit.
  
  Sincerely,
  
  *************************

  Customer response

  09/22/2023

   
  Complaint: 20510410
  
  I am rejecting this response because: Ayers Basement System said they would send my deposit back within two weeks. Its been a month and no word or refund from them. I would like to to continue on with this complaint.
  
  Sincerely,
  
  *************************

  

  Business response

  10/03/2023

  We apologize for the delay. A refund check was mailed to the customer on 9/29/23.

*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. ↩