Complaints

This profile includes complaints for Woodford Bros., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Woodford Bros., Inc.

  6500 NY Route 80 Apulia Sta, NY 13020-0108

  
• 

  Woodford Bros., Inc.

  PO Box 108 Apulia Station, NY 13020-0108

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: Contract Cancellation and Deposit Refund Request Contract Date: November 2024 Contract Amount: $5,436 Deposit Paid: $1,630 ISSUE SUMMARY: On November 7, 2024, I signed a $5,436 gutter replacement contract with tentative installation date of May 29, 2025. On May 14, 2025, I contacted sales rep Chris to verify scheduled work dates since I had hired contractors for a retaining wall project. On May 20, 2025, scheduler Dana emailed requiring appointment confirmation or face rescheduling, without specifying a response deadline. As a senior citizen with disability, I don't check email daily. On May 22, 2025, Dana unilaterally rescheduled me to September 2, 2025 without discussion - meaning they would hold my $1,630 deposit for ten months with no work performed. When I inquired about escrow requirements, they were non-responsive despite NY law mandating verification. CONTRACT VIOLATIONS: Material breach: Unilateral 4-month delay without consent Bad faith performance: 48-hour ultimatum without stated deadline Excessive deposit: 30% deposit exceeds 10-25% industry standards and violates NY law requiring "reasonable relationship" to work performed I sent detailed cancellation letter May 26, 2025, requesting deposit refund. Dana denied cancellation despite clear legal violations. RESOLUTION SOUGHT: Full refund of $1,630 deposit. Another contractor will complete work next week.

  

  Business Response

  Date: 05/30/2025

  We sincerely apologize for any inconvenience or frustration this situation has caused. Please know that it has never been our intention to leave this matter unresolved.  We have made multiple attempts to reach out in order to address the issue and provide a resolution. Unfortunately, we have not been able to connect successfully. We want to assure you that we take your concerns seriously and are committed to making things right.  To that end, we do intend to issue a full refund. If you could please contact our Sales Manager, Ernie *********, at your earliest convenience, we will ensure the refund is processed promptly. Ernie can be reached at ***** ********. We value our customers and appreciate the opportunity to resolve this matter in a way that reflects our commitment to service and satisfaction. 

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 7 2024 they came to raise my cement patio so water would run off away from my house. The process failed. Water now runs into my house sill. I asked for my $ 3,460.51 dollars back. They said there was nothing they could do about it.

  

  Business Response

  Date: 11/07/2024

  *****, Thank you for reaching out regarding the issue with the cement patio work performed at your property. We sincerely apologize for any inconvenience you may be experiencing as a result of our service, as our primary goal is always to ensure our customers are satisfied and that the work completed meets their needs.  We understand that the intention of the project was to direct water away from your home, and we are sorry to hear the results did not meet this expectation. We take concerns like this very seriously and would like to work with you to address the situation.Our Production Supervisor, Andrew has reached out a handful of times in order to resolve this with you. We would like to offer to break up the concrete that did not lift and repour the area, and use ******** to seal and protect the cracked areas. We would love the opportunity to make this right, and resolve any issues left from the initial job. Please do reach back out to Andrew at your earliest convenience (###-###-####) to discuss these options and schedule a time for us to come back out and repair the issue. Thank you! Mackenzie M***** Marketing Manager

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear in the attached email copy. I  also copied BB on my reply to Woodford Bros. Andrew came back in an email and said he was taking my reply to the Managers at Woodford Bros.
  
  From: ***** *****
  Sent: Monday, November 11, 2024 5:56 AM
  To: '***** ****** ********************** ******* ****** *************************
  Cc: '**************************** *****************************
  Subject: RE: Fw: Concrete Resolution =Complaint ID: ********
  
  Andrew, Hello~
  
  Thank you for your attempt. I am coping BBB as they have not heard back from Woodford Bros and asked if I had. Below is the most current conversation regarding Complaint ID: ********
  
  The original reason I contact Woodford Bros was to fix a rotten sill. After meeting with Woodford Bro’s sales man Erik C****** and seeing the video of patio raising, I agreed that I would pay $ 3,460.51 more for the whole length of my back patio to tilt away from my house. I was told this would make it so I would never have to worry about water against my house again. I believed then that the $ 3,400 was worth it to have this high-tech method done and not have to worry about rotten sills.
  BEFORE this in September I paid Woodford Bros the $ 4,058.60 in full for fixing the sill. Hopefully that was done right.
  IF you would like to try and fix the section of my patio that was really messed up when Woodford Bros attempted to lift it yes I would like to meet with you. IF you want to fix only that section of my patio and still expect me to pay the $ 3,460.51 as if the process was a success and my entire patio tilts away from my house then no, I do not.
  I look forward to your reply.
  Thank you for your understanding,
  *****
  Regards,
  
  ***** *****
  
  
  
  
  

  

  Business Response

  Date: 01/03/2025

  Response taken by phone:  We removed and replace the concrete, got some additional lift in one area and we sealed the joints, all at no charge. I believe the customer is satisfied with the finished project.

  Customer Answer

  Date: 01/06/2025

  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 did come and did their best to fix the issue after being contacted by BBB. Regards, ***** *****

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On12/13/2023, I signed a contract with Lindsay, Design Specialist for the Woodford Bros. This promised me that they would provide the application of ********* to “Lift Settled Concrete.” The ********* was to lift my concrete slab which is my homes foundation. The installation was on 1/5/2024. On 1/8/2024 I reported to Lindsay that I was dissatisfied with the work. I explained that there were areas in the project that were under treated or completely untreated. She then reported this to Malena, Service Manager for the Woodford Bros. On 1/10/2024, Malena texted me and said, “so the work that was done was to stabilize the slab you have now but it wasn’t going to be able to lift the slab so there may be parts of the home that aren’t fully back together after the work was done.” This prompted multiple texts and then a phone call from Lindsay. She said for that work to be done, would be an ADDITIONAL ~$1200-$1300. Stating that the same ********* product would be used. Lindsay informed me that she had UNDERQUOTED my job as a result of a computer/program problem. I was taken back by this conversation and found it completely unacceptable to be charged additionally for the original work to be completed correctly. Following this has been multiple texts from Malena. She repeatedly states that the terms of the contract was for the “stabilization of the slab”. In fact, the actual terminology of the contract reads, “Lift Settled Concrete”. I have point blank asked Malena several times to show me those ‘EXACT’ words that were the scope of this project.

  

  Business Response

  Date: 10/21/2024

  Hi *****, Thank you for bringing your concerns to our attention. We understand your frustration and would like to address the issues raised regarding the ********* application to your home's foundation. Our Service Manager, Erin, has reached out and set up a time to come back out with our Foreman, James P***** to address the issues. At their visit they put in more ********* and were able to further stabilize your home's foundation. Following additional inspection, it seems that some of the issues that you were experiencing were due to plumbing issues, as opposed to the injection of the ********* system. Due to this, we are hesitant to use any more ********* so as not to cause any further issues with the plumbing. Erin will be following up with you to decide on a date to return to your home and fill in the leftover concrete hole. Our goal is to provide quality service, and we value your feedback as it helps us improve out processes. Please feel free to contact us if you have any further questions or concerns and we'd be happy to help!Thank you, Mackenzie M*****, Marketing Manager 

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had the Woodford basement bros come in and waterproof our basement. We were guaranteed to have a dry basement to be able to finish. This is why we were okay with spending 20k The concrete that was poured always was damp. It wicked. I contacted the foreman he said that was more water than normal and had me contact service. A service member came out flushed the system out and everything was draining fine. It thawed more and it was really wet. They sent the crew back up to put in feed lines. I was told over the phone this was covered under warranty. When the crew got there the feed lines they said we were going to have to pay for. I explained how I was told that it was covered under warranty. They honored that. I then had to sign a paper stating any further work for this wet basement issue would be charged to us. Then came spring showers water was puddling and in the basement all over. So I called again. They sent the crew up again. I said Is this covered under warranty the “new employee” over the phone said yes the crew came up and put in another feed line I told them this is covered under warranty they again called and she explained it was her mistake. So they did honor. It did keep it dry the first rain storm. Second it was back to being extremely wet. We had a certified basement system come look and he opened up the triple sump there is duct tape in there mud and stones. The cut outs weren’t used when doing the work for fitting the pipe. The concrete is all cracked from being wet and not drying correctly. The outside drain is held together by deck screws and has a bubble drain. This is making it so the water can’t get out efficiently. The basement has never been completely dry since the waterproofing system has been installed as they advertise and sell their product. Also the electrical they did was done by someone that is not licensed. I believe this is something with the shotty job I will want inspected. I have pictures and videos of everything.

  

  Business Response

  Date: 08/15/2024

  **** and *******, 

  We appreciate you taking the time to share your concerns regarding the waterproofing work done by Woodford Bros., Inc. We sincerely apologize for the issues that you have experienced and the frustration this has caused. First and foremost, we want to assure you that customer satisfaction is our top priority, and we are committed to resolving this matter to your satisfaction. 

  I understand that you have spoken to our Production Supervisor, Andrew, and discussed a plan of action to correct the issues. Andrew will be returning to your home and working as the Foreman to repair any damages, and effectively waterproof your basement.

  Again, I want to reiterate our goal to do it right, or make it right. We deeply regret the inconvenience and distress that this situation has caused you. Our aim is to resolve this matter to your complete satisfaction.  Please do not hesitate to reach out if you have any further questions or concerns. 

  Best, 

  Mackenzie M*****

  Marketing Manager 

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company fully took me for a ride, $18,700 dollars to install the system and sump pump. I have a drain in my basement that has drained it for years, I wanted a better system, instead of using the drain as the main and the sump as back up the sump is the main drain aimed directly at my neighbors lawn. The plans they themselves drew up showed it running in a different direction. I asked them if we could fix it and got a big old nope cant touch it town says no. I paid these people for a slightly dryer basement and a higher electricity bill went up as the pump runs all day dumping the water into my neighbors lawn. Is my basement dryer you ask? yeah but no where near 18 grand worth of being dry. Now they say I have to pay the town apparently to completely rerun the system, after paying them that much money. Please do yourself a favor and do whole lot more research before deciding to do anything with this company. Absolute waste of money, had I known, I'd of just let it keep draining as it always had. If you have almost 20 grand you wanna light on fire, I guess go for it, hire them. Edit: to be clear they said they could fix it...once they sent out someone to quote me for additional work to fix the mistake they made in the first place. I have worked with a lot of contractors fixing my old house this company is a scam. How they have such a high rating is a mystery to me and a disservice to anyone looking to get honest work done. They have by far been the worst experience fixing up my old house. I wanted to give them the chance to do the right thing but now they straight up lied and said they fixed it. They have not stepped foot back on my property to be clear. Now I just want my money back so I can hire a different company that actually knows what they are doing and can fix their "work".

  

  Business Response

  Date: 06/12/2024

  Woodford Bros., Inc. installed the basement waterproofing system for ****** *****, at *** ***** ******* *, as it was designed and agreed upon. Excepting the sump discharge. The installation Foreman made a judgement call to route the discharge line a few feet away from the proposed location because he thought it would better serve the customer. The customer wanted Woodford Bros., Inc. to route his sump discharge line to an existing floor drain. Typically, Woodford Bros., Inc. will not do that because it is against code as we were unable to confirm that the floor drain went to storm water or daylight and could not risk plugging in a discharge line to a city sewage line. We contacted the town of Unadilla on behalf of the customer and were told that were no records on file for the drain line and they could not permit us to tie to it. Meanwhile, the customer expressed concern because the discharge line was creating a problem for his neighbor. Mainly because his pump was running frequently. Although the signed proposal states that the customer is ultimately responsible for the effect of the discharged water, in attempt to respond to that complaint, Woodford Bros., Inc. offered to move the sump discharge to any location that customer preferred, sell the customer the add on of a drywell or multiple drywells to help absorb some of the water, and adjust the sump height in order to help reduce the frequency of pumping. When attempting to coordinate and finalize the plan, the customer abruptly ended the conversation without resolution. Later when the customer left a negative review on BBB, Woodford Bros., Inc. responded. Part of the response stated that the discharge was moved by us at no charge. That comment was made as the result of an internal misunderstanding and the comment was redacted. Woodford Bros., Inc. has the following offer to resolve the customer's concerns. 1) Move the exterior sump discharge line to whatever location on the property the customer prefers at no charge. 2) At no cost to the customer, either create a "Y" in the sump discharge line that is routed to the customer's existing floor drain so that the customer can route the sump to the exterior discharge line or the floor drain by turning a valve. Or dig a channel from the sump crock to the floor drain so that water will flow into the drain before activating the pump systems. (The customer must understand that these modifications to our system are not typical and will void warranties against flooding due to complications related to the floor drain. Either of these options will require the customer to sign an agreement that Woodford Bros., Inc. is not responsible for problems with the system that may be caused by either of these modifications)

  Customer Answer

  Date: 06/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The matter with Woodford bro's has not been resolved yet and i would like a chance to respond to their response as "customer is ultimately responsible for the effect of the drainage" id like to say i was responsible for the ORIGINAL plans they took it upon themselves to move the drain away from the original plans, that puts it on them and i am sick of seeing them trying to blame me and just dodge responsibility for their system. Regards, 45555555555555555555555555555555555555555555555555551****** *****  

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged with this company to fix a water/flooding problem in my basement. They came to look at my basement in person and offered a quote to fix the problem. At the day they were in my basement. It was actively flooding and the entire floor was covered in water. They moved forward to complete the project. However, it’s not completed at a satisfactory level and it doesn’t actually work because of mistakes they made during construction. The whole scope of the project involved drilling holes into the basement walls to allow for water flow and then having that water go into specific underfloor channels that they had installed. They drilled the holes at the incorrect height so all of the water pours over the top of their system right back onto my basement floor. They have admitted on recorded videos that this is happening because they drilled the holes at the wrong height. I have paid $11,000 for this project and it’s actually completed. I’ve had them back at my home multiple times to do additional work to complete the project. I’ve already paid for. Me. They’re telling me I need to pay them an additional $5000 for more work to finish the project. There is a contract that we both signed as well as a lifetime warranty that clearly states that if the water does not go into the water guard channels that they are responsible for doing additional work at no cost. They have agreed to do the additional work for $1800 and I have agreed to that as well however, there are additional issues on related to the $1800. The $1800 is going to add additional coverings on the walls to fix this problem which is fine but there’s also multiple water spots that are now on my floor that have never been there before. The company claims those water spots have always been there and it’s not their problem. However, I have attached photos showing that the water spots have not always been there, the floors always been dry until they did the project incorrectly. They are refusing to fix

  

  Business Response

  Date: 02/29/2024

  Woodford Bros., Inc. production department is working with Olivia Harris to improve the functionality and aesthetics of her basement waterproofing project. Woodford Bros., Inc. has offered full size ********** installed at half price. Woodford Bros., Inc. will also seal basement floor cracks with ******** to address concerns regarding moist spots on the floor. This work is ongoing as of 2/29/2024 

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 12 - Woodford Bros installed Waterguard drainage around the interior of my basement entryway. May 13 - I noticed daylight coming through foundation wall where the drainage was installed. From the outside I could see cracking and crumbling concrete. I dug out the exterior of the entryway foundation. I found cracks and holes in the foundation all the way around the foundation. A result from the installation jackhammering. Being a Saturday I didn't call the Woodford office. I sent an email to Nick D'Antonio, Design Specialist, explained the problem. Mr. D******** told me to call the office ask for the Service Manager, Cara. May 15 - Called Woodford. Explained the problem to Cara. She said she would send someone to my home June 12th. June 12 - Michael S**** came to my house and took photos of the damaged area and emailed me a copy of a Service Summary. Two weeks went by with no reply from Woodford. June 27 - I called Woodford Bros. to get an update. I left a voicemail with Service Manager, Cara. June 28 - Carol from Woodford called me and left a voicemail. Asked me to call her back to set a date to have repairs done. I replied to phone number she asked me to call several times leaving voicemail for almost 2 weeks. No reply. July 10 - Called Woodford, asked for Cara. Was told Cara was no longer Service Manager. I was connected with the new Service Manager, Andrew. Andrew said he wanted to come to my house to look at the problem. He set a date for July 21. July 21 - Andrew the Service Manager did not come to my house. Another person was sent to take photos again. Seventeen days went by and again no reply from Woodford. August 8 - Called Service Manager Andrew. Left voicemail asking him to call me, let me know what they're going to do and when they're going to do it. Again, no reply to my calls. The drainage system is useless. All water going into it runs out the side of the foundation instead of the sump basin as designed.

  

  Business Response

  Date: 09/28/2023

  Thank you for providing a detailed account of your experience, and we apologize for the inconvenience caused by the delay in addressing your concerns. Our goal is to ensure that you receive the quality service you deserve. Here is an outline of the steps we're taking to resolve the situation: Assessment and Documentation: We have reviewed the information you shared about the cracking and crumbling concrete you observed after the installation.   Personnel Transition: We acknowledge that there were changes in our service management during the period of your complaint. We apologize for any confusion this may have caused, and we are now committed to providing you with a dedicated point of contact. Review and Resolution: Our new Service Manager is actively involved in addressing your concerns and has been informed of your situation. We are working on a plan to rectify the issues. Timely Updates: We understand the importance of clear and timely communication throughout this process. We will ensure that you receive regular updates on the progress of your case. Our goal is to promptly address the issues you've raised and ensure that the drainage system functions as intended. We value your business and your satisfaction is paramount to us. 

• Initial Complaint

  Date:03/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2021, Woodford Brothers came and looked at my wet basement and told me what work I needed to have done to have a dry basement. I trusted what they said, as they say they are the experts. They did the work on 4/14/21 and I paid $6,162.07. After the work was complete, I paid someone else to put in a new floor, install new drywall, and put back in the toilet, vanity, and laundry sink. Fast forward to February 2023 and I have a wet basement again. There is a lot of water underneath the new flooring and now that is ruined. I called Woodford Brothers, as I have a 5-year warranty. They are not honoring the warranty, saying that they recommended that the entire basement be waterproofed. I have attached the contract. On page 6 under "Recommendations to Your Project" is a drawing of exactly what they recommended and what was done. They are not honoring the warranty because on page 5 they wrote "54 ft Waterguard" under the recommendations, which supposedly is my entire basement. When I was signing the contract, the salesman lightly crossed that out and said that I don't need the whole entire basement done. That made sense to me as the other side of my basement was and is still dry. Now they are using that as a way to get out of their warranty and choosing to say the drawing under their recommendations was "a mistake". Interesting to me which page of the contract they decide is a mistake on their part and which page they decide is their recommendation. Their resolution is saying that they made a mistake (see email) and offering half off of some of their full price work and quoted me $3,003.78 to fix their mistake. On top of that amount, I will have to pay, again, to have a new floor put in and pay again to have the toilet, sink, vanity, washer, dryer taken out and then pay one more time to have them put back in. Here is a breakdown of what they quoted me to fix it: BrightWall half price- $580; Demo Walls- $1,236.90; WaterGuard half price- $825; Mobilization- $361.885

  

  Business Response

  Date: 03/10/2023

  Dear *****, We are sorry that you have experienced a wet basement floor after our system was installed. It is our understanding that water has bypassed our system by traveling along the wooden studs and drywall that is installed on your basement walls. This scenario was unforeseen by us at the time of quoting and installing the Waterguard in your home. Although Woodford Bros., Inc. is not contractually obligated to make changes to the work we've done, we want to help you as our valued customer. In the interest of clarity, I have included the signed Limited Warranty section of your proposal for reference. The warranty states that "If water from the walls or the floor wall joint passes through the perimeter water control system and onto the basement floor we will provide additional labor and materials to fix the leak at no additional charge to the homeowner." In your case, the water on your floor had not passed through our system but instead appears to have traveled along the wooden studs and drywall that is installed directly onto your basement wall, thereby bypassing the perimeter water control system installed by us. The proposal also states that "If the full perimeter is not treated the customer understands this is considered a 'Partial System' (Solution) and that a 'Dry Floor Warranty' Does not apply." We recommend full perimeter Waterguard systems to every home owner since there is no way to guarantee a dry basement floor with a partial system. As previously stated, Woodford Brothers., Inc. is not contractually obligated to make changes to your system at no additional charge to you. Woodford Bros., Inc. would prefer to resolve this matter in the fairest way to both parties. You are our valued customer so we want to help you in the following ways at no additional charge: 1. Remove and dispose of the wood studs and drywall that covers and conceals the section of your basement wall above where Waterguard was installed. (remove only, not replace). 2. Presuming there is no concealed structural defect or other mitigating circumstance we will install Brightwall onto the basement wall above where Waterguard was installed. (This will direct any water leaking through the basement wall into the Waterguard system)

  

  Business Response

  Date: 03/14/2023

  Because the water did not pass through the Waterguard system, but in fact went over it, what happened is not a warrantable event, however, we want to help. We are offering to install Brightwall to prevent the same problem in the future for no charge to you.  The details of our proposal are as follows: 1. Yes, the Brightwall will be installed from floor to ceiling, ensuring that any water leaking through that wall in the future will be directed into the Waterguard system that was installed by us. Thus preventing the same problem of water reaching the basement floor by way of traveling along wooden studs and drywall to bypass the Waterguard system as it did previously. We are offering this work for free as our contribution to avoid the same problem in the future. 2&3. The water intrusion that damaged the flooring and caused a need for the removal and replacement of the vanity, toilet and sink was not a result of failure of the Waterguard system that was installed by us and is no fault of Woodford Bros., Inc. Therefore, it is not covered under warranty. Please also note that the warranty is specific in that it only applies to water that passes through the Waterguard, meaning that any water that gets onto the floor to the left or right of the Waterguard is also not considered a warranty. This is why a full perimeter system is typically recommended. For more information about Brightwall please visit this website and see attached photo for reference. https://www.***************.com. 

  Customer Answer

  Date: 03/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********,  Regards, ***** *****  

• Initial Complaint

  Date:09/22/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally called Woodford Brothers to see if they could fix where the skunks dug under my home. I called them in early March 2022.They said they could come out August 18, 2022. I had a new neighbor move in doing a lot of work on his house and yard suggested I talk to Woodford Brothers also about my deck that sits down near shoreline tipping toward Oneida Lake. Woodford Brothers called on May 24 and said they had a free time that day to come out if I was going to be home. I agreed and Mike J****, Design Specialist, came out and looked around my home and explained what they could do for a porch that was on the back of my home that only had wood foundation. I asked if he could look at the deck. He agreed with my neighbor it was tipping and he took measurements. He went back to office to figure prices. He called me with the numbers they had come up to $10,517.87 for the deck and $11,570.31 for the porch. He suggested I just put concrete blocks around porch. I guess I will just do the deck for now and he said if I did a “same day” signing, I could save 5% and he could come back that night for me to sign contract. I am a senior citizen on my own. Mike came on his motorcycle that night and used a little device for my credit card $2,997.59 which was 30% of total (with the 5% SDS discount). $525.89. On June 1st, Mike called me and said his production manager said it would be $746.13 more. Job to be done on 10/31/22. In early July I called Mike and asked if he could come back because I cleaned around deck and looked like the change of seasons may have made deck area worse. He was really busy and asked if I could take pics and send to him. I don’t know how to do stuff like that, please try to come back. Mid July bad news re: my health/thought I should cancel deck. Wrote to Woodford 7 page letter. Mike said he could give me 1/2 dep. back. I asked if his boss. Eric R****** said $2031 was best b/c of Mike’s time, commission, $2997 & $2031 both emails received. 10/31

  

  Business Response

  Date: 09/22/2022

  As stated in the attached contract signed by ******** *****, our cancellation policy allows 5 business days to cancel for full deposit refund. ******** ***** cancelled the project beyond that timeframe. The details of this policy can be found on page 8 of the attached contract. The policy is also detailed on page 9 in the second paragraph. It is the same for every customer. This policy is in place to protect the earnings of the commissioned staff and cover the cost of materials and preparation of the job.  Given the situation of ******** ***** we retained only the amount that was already paid to the Sales employee as commission which was less than than 15% of the contract price of $10,738.11 (As shown on the attached signed Change Order). We refunded $2,031.16 instead of $1,610.72. This saved the customer $420.44. We believe this is fair considering our cancellation policy and the exception that was made. 

  Customer Answer

  Date: 09/23/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Ok, I just thought I’d try one last attempt. Regards, ******** ** *****