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ComplaintsforSuperior Walls of Upstate New York, Inc.
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Complaint Details
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Initial Complaint
10/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Superior walls installed this basement and garage foundation when we built our home in 2014 and they are failing to honor the warranty. The issue remains only in the garage on the concrete sills which gets damp and is due to a defect in their product which causes water to soak up on the sills. The last time they came they gave an excuse that there wasn't crushed stone installed but i was able to find a picture showing the crushed stone and plus they installed it and the crushed stone. I am requesting that they pay the cost to repair this issue that is due to the defect and improper installation from superior walls. This is not good business practice to not honor a warranty after the sale.Business response
11/30/2021
I visited **** *****’s residence on 11/2/2021 at 11AM. He showed me the problem areas where he thinks there is some water penetration. After careful observation the only areas I could find that had somewhere near our walls for water to penetrate was near the sill plate at joints between panels. The caulking of our joints was properly done. I could not see much but I could see a small gap under the siding and observe some of the sill plate. If the plate was not properly sealed at these joints during framing I believe it could be possibly for some water intrusion. See attached pictures. I performed a service in keeping with the spirit of our warranty. I caulked the spaces I observed with ** Window and Door Advanced Silicon. This product is commonly used to prevent water intrusion around windows, doors, and any other openings on the exterior of a house. See attached pictures with gaps filled in. All of this was done just below the siding and the areas are not visible from normal standing position. Service was performed at each of the 4 exposed joints, which consisted of the two corners and then two joints along the wall with grass sloping down.I have told the customer, **** *****, that I will return on a rainy weekday if the problem persists. It is my opinion however that with these areas sealed there should be no water intrusion from our walls or the sill plate. The bottom of the siding was all flashed with aluminum, some areas were already sealed with silicon, and these were the only places with any kind of gap. The grade on the outside of the garage seems appropriate and is not up above slab level which means there should be no standing water creating hydrostatic pressure anywhere that would penetrate the garage. I sprayed the outside of the walls attempting to recreate the water penetration and did not observe any penetration while I was out there. If it was coming through the gaps it must have been a very small leak slowly seeping onto the top of the walls. If the problem persists, then I firmly believe it is not a matter of our walls but one of two things: Either it is a humidity condensation issue, or there is a leak somewhere above our walls. I did not see any discolored drywall or soft drywall in the garage. If it is condensation one recommended fix would be installing a vent to let air more easily in and out of the garage. A contractor should be contacted for this as our warranty does not cover this.Business response
12/06/2021
The owner is willing to provide strips of insulation, the same type that I taped to the wall. Since our garage product has always been plain concrete up top and continues to be on the garage walls we are currently producing we will not be installing it. The price for the ** ********** *** *** *** is $442/MSF. This is a fire rated insulation meant for attaching to the outside of walls so it should hold up fine in a garage. Since it is rather expensive we feel it is fair to provide you with the insulation. You are welcome to install yourself or hire someone who can do it. We can cut it into strips if you give me the largest size you will need. I am thinking 6” should cover it all and I can look up the dimensions of the garage to make sure we provide enough for all areas that you were seeing moisture. If 6” is too much and you want it lower profile just let me know or I can provide at 6 and you can cut it down there. There is no reason you cannot cover the drywall some. The material I provide will have a foil face one side and a painted white face the other side.Customer response
12/06/2021
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. I also understand that Superior Walls will be giving me the foam at no charge.
Regards,
**** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.