ComplaintsforThe Basement Doctor

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  had contract they came back and said they needed 4500. more because the project manager wrote the contract wrong if i didnt pay it i wouldnt get warranty... then when crew came out to do rhe work crew leader said the project manager had once again wrote the contract up again putting the drain line to come out under garage. then the guy who did the electric destoyed my bedroom wall and didnt clean up i called basement dr they sent someone out to clean up when i asked about the damage to the wall the crew leader asked me why did he cut it out in 2 piece i said you tell me he said he probably didnt have the right tool but had he asked them they had the tool on their truck it has been over a week and no one has gotten back to me this whole thing jas been a terrible experience

  

  Business response

  11/19/2023

  Our Production Manager reached out to the customer. Customer is unsatisfied with the drywall removed/replaced by our electrical subcontractor. Drywall repair was not part of the project, however the customer had the expectation that it would be. We have asked the customer to have her drywall contractor price the project to her satisfaction. We have agreed to pay that amount.       

  Customer response

  11/20/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *****

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Basement Doctor over to quote me crawl space encapsulation. I felt that was too much money to spend at the time. The job manager called another person over and he said they would do an exclusion around the outside of our house. I called my wife in front of them in our kitchen on speaker and told her that they would include exclusion if I would sign the contract immediately. So, i did that. So, the job was completed and no exclusion was done. I called in and asked them where the exclusion was and they claimed they knew nothing about it. It turns out they did know and fired the person who said that. I was working with BD and sent them the invoice that I had to pay for exclusion because BD did not fulfill. That person retired without doing anything about my claim even after I sent him an invoice. I had to call back to find this information out that they just left me hanging on this claim. Later an operations manager called me to get the story. She really didn't care but asked me to send her the invoice which they already had. So again, I sent her the invoice. On October 5 she said the invoice wasn't correct. I don't even know what they want. They have the invoice on what I paid to have exclusion done and they have the original work order from BD. In the end, I was coerced into signing a contract with BD. It was sketchy and I was completely taken advantage of. They know they are wrong because an employee was fired over this and yet they have disregarded the entire situation.

  

  Business response

  11/13/2023

  I spoke with Mr. ****** on 9/8/2023. He stated that his project manager promised an uncontracted service that is outside our scope of work; the service is something that we have never done and do not have the ability to do.  There was no mention of this additional service in the signed contract, nor on the signed work card that outlines our installation procedure from start to finish. The project manager in question had his employment with The Basement Doctor terminated prior to Mr. ******'s complaint with me for unrelated reasons.  Mr. ****** stated that he decided to pay another company to perform the service and wanted restitution in the amount of $2100 which is what he paid the other company.
  
  
  To give Mr. ****** the benefit of the doubt, I requested that he send me the itemized invoice detailing the scope of work performed by the other company and the amount he paid for that work.  On 9/23 Mr. ****** sent me a quote from the other company.  The quote did not contain sufficient information for me to make an informed decision.  There was no scope of work described, nor was it confirmed that the work was completed and paid for.
  
  
  On 9/25/2023, I contacted the other company to confirm that Mr. ****** had completed the work. The company was not able to confirm that information for me.  On 10/5/2023, I reached back out to Mr. ****** to clarify the documentation I needed to resolve this issue: an itemized, paid-in-full invoice for the work performed by the other company.  I did not hear back from him.

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