ComplaintsforGreat Lakes Waterproofing Solutions, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attachment

  

  Business response

  06/18/2024

  **************,
  While we do not believe that the injection has caused the wall problem, in good faith and to work with you as our customer, we will install three carbon fiber straps to help stabilize the wall in question. Should any more issues arise with the wall, any extra work will incur additional charges. We can schedule this work for July 1st or 2nd, 2024, if that is convenient for you. Please contact us at ************ to be scheduled. Thank you.
  
  -Great Lakes Waterproofing Solutions, LLC
  
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22, 2021 we had this complaint come to our home and perform injectable waterproofing around our home. We were told it was a lifetime warranty. Our basement has been leaking worse since they did the work. We have informed them every single time they call us to pay the remaining balance of $1,000 that it is still leaking. We paid $2,500 on the day of work. I called yesterday 1-20-22 to request a refund after we received a quote of $19,000 to properly fix the leak from another company. The person they I spoke to, I was told was the one in charge. He was very nasty and rude and kept saying we owe him money. He wouldn't even let me speak. He was extremely unprofessional. To add to this, approximately 2 weeks after this company received my husband's credit card information a fraudulent charge happened less than 10 miles from this location. The fraud charges continued with various purchases for several days before we caught it. Our basement is ruined and we still have water coming in. It is actually worse now than before we had the "waterproofing injections" done.

  

  Business response

  01/24/2022

  On 7/22/2021 we performed a 34-foot injection on the home. The bentonite injection system keeps water from the basement walls from leaking inside the basement. The customers were not home when the job was completed so they had said that they would give us a call for payment. Our payment policy is that we need a 1/2 down payment upon scheduling then the second 1/2 upon job completion. On 8/18/2021 we had left a voicemail for the customer to collect their final payment and the customer had informed us that his home had been hit by a tornado (approximately 7/24 or 7/25) and his home was not safe to live in and made no payment. On 9/20/2021 we had spoken to ***** ******* regarding the $1000 payment that is still owed, 2 months later, and he had expressed that he is not trying to dodge us but with the devastation from the tornado hitting the home he is struggling to provide for the family due to the tornado. At the time our boss approved that we did not need to collect the money at that moment as a lending hand to aid the customer. On 11/15/2021 we had called to give the customer payment options so that we could set up a payment plan that would be suitable to him and received no answer at that moment. ***** Called back that very day and let us know that he is dealing with the insurance company and there may be a complete demolition of the home, he is waiting on the adjuster to make the final decision and it should take no more than 2 weeks for us to receive our payment. On 11/30/2021, two weeks later we had given the customer a call to get an update and potentially get the final payment that was overdue by over 4 months, we let him know that we can start a payment plan that works with his budget. At that time the customer admitted that he had no intentions of paying the remainder amount and that is when he let us know that he is getting water. That very day the customer had emailed me stating that they are in the middle of a claim dispute with the insurance company due to the tornado damage, and that the roof, siding and the windows are compromised, and they have mold in their walls and their attic. They also stated that repairs could take 6 months or longer to be made to the home before they can move in. Not only is the water that is coming in more than likely not due to our system. It is likely due to the tornado compromising their walls, siding, and roof. Our contract states that we need final payment before the warranty is valid. If their payment was/is made we would go out, assess the situation, and repair if the issue truly is due to the bentonite injection. Unfortunately, we had never received the final payment so there was not much more that we could do. Especially when given the run around for 5 months. On 01/20/2022 the customers wife, ****** ******* called our office. She stated that she would like a refund and our assistant had let her know unfortunately a refund is not and option and that they still owe our company $1000, and that we cannot refund them for work that we never got paid in full for. The customer then was transferred to the owner, ******* ***** Ms. ******* then proceeded to ask for a refund and ask if he was aware of the situation. He let her know, yes, he is aware, and that they owed the balance of $1000 and made them aware that even though the home was wrecked by a tornado, the work was still completed and the material and manpower to do the work was still used. So unfortunately, they still owe their final payment. That is when the customer did not let him speak and went on a rant of different accusations such as our company is a fraud and said that she was filing a complaint with the credit card company and continued yelling until she decided to hang up the phone.

  

  Business response

  03/01/2022

  Regarding the warranty for the company policy for payment in full to be received for the warranty to be valid. This is clearly stated stated in the proposal/agreement of work to be performed. In the ******** case we allowed for several months to pass without payment due to the tornado. they had promised to pay once they got on their feet. It wasn't until we offered a payment plan to them for the remaining $1000 that they refused. They also stated that we could not come back until the house was repaired (if that was going to happen because of the loss). Attached you will find pictures of the house that Mr. ******* said was a total loss due to the tornado and indicated that he had window, siding, and roof damage. In these photos taken 02/22 It is apparent that the roof suffered damage however the rest of the home seems to be intact. If the ******** wish to have a repair the final payment of $1000 must be made as per our policy.

  Customer response

  03/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  We never said our home was a total loss. We stated we had extensive damage and that we may have a total loss. Our home is being taken a part from the inside to determine the extent of the damage. We have since moved out due to safety concerns.  Great Lakes Waterproofing is a sham of a company that stole our money and caused more water to come into our basement. They will never be allowed back out to our home or on our property. They just wanted our money. This company should not be allowed to do this to another person. They caused more damage with the work they did. See attached basement repair, from a trustworthy company.
  Sincerely,
  
  ****** *******

*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. ↩