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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last Spring, I paid cash to have them waterproof my basement. I began to have problems immediately. My basement was full of water. I called to let them know. A little guy came out and said it wasn't their problem. Then he went to the basement, and said the water came out of the old water heater, adn he was taking pictures. I called them and asked them to send someone else out.
I explained that water is coming out of a tube, and they said they would not come out, that I should get a plumber.
Business response
05/21/2024
We are writing in response to the complaint submitted by ***** ******** regarding the work completed at her residence in February 2023.
Upon receiving her report of water in the basement, we promptly dispatched a service technician on May 6, 2024, to investigate whether our system was malfunctioning. Our technician’s assessment revealed that the issue stemmed from a leaking hot water tank and main water pipe, both of which were unrelated to our installation and services. These components were not serviced by our team and therefore fall outside the scope of our warranty.
During the visit, our technician attempted to document the issue with photographs for our records. Unfortunately, Ms. ******** responded angrily and threatened to release her dogs if he did not leave immediately.
Our warranty, which Ms. ******** acknowledged by signing, clearly states that it does not cover issues related to condensation, plumbing leaks, and other specific conditions. The relevant section is as follows:
“This warranty shall not apply to: condensation, or any system that has been altered in any way, water vapor transmission, concrete discoloration from capillary action, window well flooding, plumbing leaks, surface water flooding, leaks from chimneys or garages, or efflorescence (white powder) on concrete. Contractor cannot be responsible for peeling paint, water once pumped from the house, dust created from installation, damage to hidden fuel lines or plumbing, or frozen discharge lines without an IceGuard. Floor cracks are warranted against leakage with full perimeter WaterGuard systems only. Water vapor from thin (less than 2” thick) concrete slabs is not warranted.”
We have attached a copy of the signed warranty for your reference.
We explained to Ms. ******** on multiple occasions that the water issue was due to her hot water tank and main water line, which are outside our responsibility, and advised her to contact a plumber for these repairs. Her behavior towards our technician was unacceptable, and we informed her that we would not be returning to her property due to the threat made.
After these communications, Ms. ******** chose to file a complaint with the Better Business Bureau. We maintain that our system was not at fault and that our team acted professionally and within the bounds of our warranty.Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Mid State did a foundation repair on my home on 6/26/23. In the process did some minor damage to the stucco on my house and they did agree to repair but no action has been taken to date..Business response
08/30/2023
This repair was completed to the customer's satisfaction on Monday, August 28th. The company that was used to repair the stucco was on a backlog and took longer than expected to get done. The homeowner was present when the repairs were completed.Customer response
09/08/2023
9.8.2023 BBB received vm from consumer stating the business has addressed his complaint.
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.