ComplaintsforAdirondack Basement Systems Inc.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2023 Adirondack basement systems provided work on my basement that included installing a sump pump, expanding and improving the French drain and installing a dehumidifier. Approximately 2 weeks post installation the sump pump was working constantly after a moderate rain but my backyard was flooded. I called the company and spoke with Austin who stated that the system was working appropriately and that the flooding was probably due to the soil composition that caused slow drainage. This has occurred several times over the last two months. Today the yard flooding was so bad that I called again asking for someone to come to evaluate. After calling twice more I called Austin who is a manager he said that he would review my contract. He asked if I would have paid for a geological ground assessment- I told him that they never said it was needed and that it was their responsibly to determine what was required for proper drainage. I have photos and will provide them. They also never posted a work permit and did not provide a completed Capital Improvement document which I requested. I want the drainage problem corrected.

  Business response

  08/31/2023

  The day I was made aware of the issue, I (Nick R****-General Manager) immediately reached out to customer to discuss the issues and setup a time for management to come do a site visit. I was there the Next day with my field manager (Austin P*****) to do a field inspection to understand the customers concern. The next day after our visit, ABS scheduled a technician to come out and address the concern the customer had. I've since spoke with the customer about her concerns and she is happy with the result.As far as plumbing permit, Albany requires ABS to use a Third party plumber. That plumber is responsible for pulling any permits and we have been in contact with him to rectify this situation. We have communicated this with the customer and the Town water department. Nick R**** - General Manager

  Customer response

  09/27/2023

  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. BBB spoke to the customer and the following was relayed:They have paid the violation which I received the receipt for from the city. The plumber has since applied for the permit and is waiting on approval. I consider the matter resolved as long as the permit is approved and the city inspection passes. Regards, **** *****

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A drytreck system was purchased from Adirondack Basement Systems in April of 2021. This product was sold to us by Martin N***** In addition to the system, it was advised by the seller that we purchase two ******** enclosures for two windows in the basement. These enclosures were marketed as "added protection" for the leaking basement. Since the project was installed in April of 2021 the company has been back to our home nine different times. Each time pertaining to issues with the product that was installed. There have been leaks/cracks in the system which had water overflowing in our basement, when the original install team installed the system, they mixed cement on our new lawn which caused damage that needed to be repaired, pieces of the system separated and needed to be resealed, and they have come three different occasions due to massive flooding in our basement. The total cost of the system was $6000.00, the system was purchased because the house would leak and water would enter the basement in certain areas. This system was sold to us backing a guaranteed dry basement. Since the system has been installed, we have had three massive floods in the basement. The entire basement floor and walls were covered in water. Our basement did not flood (there were dry areas) before this system was installed. There have been items damaged by the water. Up until 2/23/22 there was communication between the company and my girlfriend (Shannon Stevenson)- we have attempted to rectify the situation on multiple occasions however our suggestion of speaking with the owner and having him come to the residence has not been answered and per the FOM there is no guarantee that owner will do either. We have multiple supporting documents- pictures, videos, and written communication between my girlfriend and the FOM available if needed.

  Business response

  03/03/2022

  This customer requested a visit from me , the owner of the company, while I was on vacation with my family. The complaint with the BBB was also filed while I was away. I have a meeting with the customer at their home on Wednesday March 9th at 3:30 pm to see how we can resolve whatever issues they are having. 
  kevin K****

  President

  Adirondack Basement Systems

*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. ↩