ComplaintsforTremco Barrier Solutions, Inc.
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Complaint Details
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Initial Complaint
11/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 23, 2021 I filed a warranty claim with Tremco for a leaking basement repair. Tremco told me to contact their contractor (*** *****). I called and left messages multiple times but he never called me back. I contacted Tremco again and spoke with Chris T*****. He said he will call the contractor and have him call me. Never received a call. On November 3rd, 2021 the claim status on line was "Resolved" even though nobody ever performed the repair. I called Tremco again and told them that the problem was not resolved. The rep corrected the status and told me some one will be in touch. Now is November 16th and nobody contacted me. The warranty number is ****************. Attached is the phone calls log.Business response
11/23/2021
Hello - Tremco recd the Warranty Service Request from **** ****** in the Tremco Warranty Portal on Thursday September 23rd. The Warranty Service Request was processed immediately and **** was notified through the warranty portal that same day from the waterproofing contractor. He stated that he would contact her by Monday, September 27th. On October 12th, Tremco recd a call from **** stating that she reached out to the contractor herself and they had not called her back. The call was escalated to Tremco Technical Rep for follow up. On October 14th the status of the Warranty Service Request was listed by the waterproofing contractor as "Resolved" (repaired). On November 10th Tremco sw **** and she stated that contractor has not repaired her issue, was never contacted by contractor and Tremco then corrected the "Resolved" status from the contractor to "In Process". As of November 23rd, Tremco has been advised by Tremco Technical Rep that the contractor has contacted **** today - he has scheduled an appointment with her for Monday, November 29th.
Please note that Tremco is the manufacturer of the waterproofing material.
The waterproofing contractor is a separate company from Tremco that typically installed the original waterproofing membrane during the initial construction of the home. The contractor is responsible for contacting the customer, scheduling appointments and diagnosing the repair protocol.
Best regards,
Susan M***** * ******* ****
Customer response
11/24/2021
I am rejecting this response because: My warranty papers states that I have to contact Tremco regarding repairs. The contractor called me yesterday, 11/23?2021; two months after the request was filed. Informed me that he will contact me next week and set up an a appointment for the repair.
I will be glad to close this case AFTER the repair is done.
Regards,
**** ******
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.