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Complaint Details
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Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The inspection failed with the city. The city informed AmericanWaterworks of this. AmericanWaterworks never contacted me about getting this fixed.I was contacted by the city inspector today inquiring if the work to pass the inspection had been completed. I had no idea that the inspection failed.I called American Waterworks only to be put on hold and transferred around. No one has got back to me about this.
Business response
05/01/2024
Hello, we initially were under the impression that we had passed all necessary checkpoints for the project to be inspected and closed. However, we were not made aware of our initial failing of the inspection, resulting in miscommunication with the city and the customer. We apologize for this oversight, and are working closely with the City of ********** and their permitting team to get this resolved as soon as possible for the homeowner.Customer response
05/02/2024
I am rejecting this response because:
The issue has not been addressed. I am still waiting to hear from the company as to when the repairs will be completed.
Business response
05/02/2024
Our Production Coordinator, *****, has reached out to the customer, explained the situation, and scheduled a date and time to go back out to the property to complete the inspection. We will be back out at the customers house on Thursday, May 9th around 9:30am.Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Work Date: 10/2/23 ******** was professional, coordinated, and polite.They are a credit to American Waterworks.I wanted 2 squares injected (humus soil had shrunk due to drought, and left space underneath 2 squares under the new front sidewalk) and a block by my side deck lifted and stabilized. The salesman added 4 adjacent blocks in my very new driveway that abutted the sinking block and told me it was necessary. Well, they're level, slope properly and about 3 years old, but if that's what it will take to correct the bad block, OK, you're supposed to know what you are doing. I paid the $262.70 down. I have searched my office. I do NOT have a copy of that P.O.******** did the front squares, then looked at the trouble square and tried to lift it. The lever just went down into the soil and the block would not budge.Dom the ******* decided they couldn't fix that one.The Change Order states "No price adjustment due to it being a minimum bid." WHAT MINIMUM BID?? This is news.I got some class 5 fill and removed my temporary protective fill. Surprise: there's nothing between the bad square and my foundation but my temporary fill. The salesperson had never even pulled the plastic sheet away and looked. Yes, I was with him the entire time he was at my house. When I called him said replied he'd have someone take a look. I put my temporary fill back in place, and it never moved, so no one came and looked. Your charge for filling under two NOT SINKING squares -- stabilizing 35 square feet of slab concrete was billed at $1313.52. I believe you owe me a refund. I was misled by someone who was writing the bottom line, not assessing the work properly.I believe you owe me a refund.Business response
12/18/2023
My apologies for the late response - We have been attempting to contact the customer directly to discuss a refund, but as of today have not heard back. Can the customer please reach out to us for a resolution. Thank you.Initial Complaint
02/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Our living room floor has been cold for a long time (we moved to the house in 2013). There is a crawl space under the living room with a dirt floor. On January 17th, 2022, I had American Waterworks come out and look at my crawl space. The design specialist came out and told me what they would do. We will come and put down a drainage board, 1/2" foam, and vapor barrier and wrap it up the walls and tape the seams. I asked him about the rim joist and floor cavites. He said that they could spray foam the rim joist but it is NOT necessary to do that because the insulation that is there is good enough and the products that we will put down over the dirt will be good enough and help keep the living room floor warm. There is a heat run in this area too. They came out and did the job on Febuary 3, 2022; one of the workers were saying how good these product are and this is going to make a big difference. Over the weekend of Febuary 5-6 we have noticed no difference in coldness on the living room floor and the crawl space itself is still cold. On ,Febuary 9th, 2022, I had a service rep come out and looked at the job they did and he even felt the coldness of the crawl space. We were told that to fix the issue, American Waterworks will take out the insulation of the rim joist and spray foam those areas. This is going to cost $560. We already spent over $3,000 dollars. American Waterworks should resolve the issue without charging additional cost to us. We were told that the barrier products they put over the crawlspace would fix our cold living room floor issue/heat loss, and that has not been reality.Business response
02/11/2022
Our Design Specialist *********************** went to do the inspection and quote. The customer decided that in order to get within their budget the wanted to remove the spray foam that we recommended. We used the products neccesary for the floor insulation, but the spray foam was truly what they needed in order to fully insulate their crawl space, and make their home warmer.
We laid out the complete solution to his problem, but he didn't not want to move forward with that, due to the cost of the project. We explained to him that the outcome would not completely solve the cold temps he's experiencing in his home without the spray foam.
Customer response
02/11/2022
I am rejecting this response because:
**** did mention about the spray foam only after I brought it up and aksed him if they do anything for the floor joist cavities, but he told me that putting the product down on the floor of the crawl space will solve the issue. **** told me that the insulation that I have in the rim joist area already is good enough and no need to put spray foam.
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8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.