ComplaintsforEverdry Waterproofing of Pittsburgh

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contracted work completed 2/6/2023 thru 2/8/2023 by Everdry Waterproofing for an internal and external waterproofing system. On 2/8/2023, date of job completion, I financed through Medallion Bank the amount of $19,447.00 for services rendered. Complaint: The main stack sewage pipe underground taking water from my laundry and kitchen was completely obliterated during the install of the waterproofing system. Background- I had increasing amounts of water in my basement around where I do my laundry since the job was completed. Water had increased over several months. Initially I thought it was an ill laundry connection until I watched the laundry cycle myself revealing water leaving the washer into the laundry tub and after that shot up about 2 feet from a crack in my basement floor. I contacted the company, and they sent out a worker who looked down the hole with a flashlight and then I was told I needed to get a plumber out to correct any issue as Everdry reported doing nothing wrong based on complaints. After some arguing with Everdry I contacted J&A Service Experts to come out and provide an inspection, estimate and ultimately completed a correction of the problem. They found the sewage pipe had been jackhammered thru and in place of it was the waterproofing system. J&A completed corrective action restoring the sewage pipeline to functional capacity. This correction has additionally cost me $3,500 which had to be financed thru Synchrony. I have not contacted Everdry since the fix has taken place by J&A I felt it best to be mediated thru a third party. I have also since found photos of the area jackhammered thru at time of Everdry install. Unbeknownst to me what I was looking at when taken. Ongoing concern is for any other issues not yet uncovered with the install of this system. My request is for a refund of the $3,500 charged to repair the sewage line as well as a full refund of the $19,447.00. I want no further dealings with this company.

  Business response

  08/09/2023

  We received a call from *** **** on April 24, 2023 with regards to standing water in an area we had waterproofed back on February 8, 2023. We sent two service inspectors to ascertain where the issue was coming from. We tested behind the washer and dryer and felt we found a leak. We scheduled to come back to solve the leak on May 5, 2023. 
  However, on May 4, 2023, we received a call from *** **** asking for us to put the work on hold as the area had dried up. 

  
  The next day, *** **** did a load of laundry and found water coming up through a drain, unattached from where we had done work. When she called this time, our Production Manager Roy explained that she would need to have a plumber come out to check the issue with a camera line as it did not appear related to our waterproofing. Her response was both profane and clear: she was not spending any further money on her basement after having spent what she did with us ($19,997). 

  
  We scheduled a service appointment for July 10, 2023 after the expected visit from a plumber to *** ****** home. The pictures we have of the work site do not show that we touched the area *** **** was getting water. This is not a denial of culpability. It is simply something an outside plumber would have to ascertain. 

  
  I called *** **** May 5, 2023 to explain, as owner of Everdry Waterproofing, that I understood her frustration and I wanted to extend my services in any way I could. I was summarily dismissed, crudely spoken to, and accused of not listening to her. After 23 minutes of uninterrupted listening to *** ****** details of her experience, I asked to interject. I explained that I was, in fact, listening and had been taking copious notes. I still have my hand-written notes. Most of her feelings regarding our company are not qualitative in nature. They are, just that: feelings. She felt talked down to and called our crew's "piggish". I can see where this comes from as we explain thoroughly the process to ALL homeowners. Waterproofing is a genre of home repair most do not completely understand. We hope to educate throughout our process. This did not sit well with her. 

  
  As for the cost of the repair, 1 cannot allow for a tab to be run on my dime. I cannot have someone fix the issue and ask for me to pay for it without allowing me the ability to check to see if, in fact, it is my responsibility and without seeing if I can resolve the matter for less. $3,500 is extremely costly. There is zero reason for reimbursing the $19,997 for the job now that we have completed the work and are warrantying it for the life of the home. The work was done to her satisfaction or she would not have signed off on it, paid for it, and called us for service. 
  

  Thank you. 
  Yours, 
  Matthew F***** Owner, Everdry 

  Customer response

  08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  On 4/27/23 when Peyton (job foreman) and Tyler came out to inspect the original water complaint behind the washer/dryer, this was only a symptom of a larger problem, which I was unaware of at that time.
  
  I cancelled the everdry fix scheduled on 5/5/23 as the water had receded at that time.  Unfortunately, it came back and appeared to be more than before.
  
  On 6/26/23 I called and spoke with Roy, the service dept mgr, who scheduled me for a service appt on 7/10/23. In the interim, on 6/29/23 is when I had watched the washer/ laundry tub shoot water out about 2 feet from a crack in the floor (to be clear I never had water coming from the floor drain!!) stemming from the main stack housing kitchen and laundry lines.  I then called Roy back and advised him of the new findings and I was told there was no sooner appt and that the guys may have hit a line during install and the service crew will be there to check it out and fix it. It was at this point I stopped using water from that line completely (kitchen and laundry). So, I took a PTO day for 7/10, expecting an actual fix to be completed.
  
  On 7/10/23 Isaac from the service dept came out to assess the opening at the base of the main stack, he did not open it but only an inch or two and I was told a pipe may have collapsed and that he did not know the direction of the pipe. Isaac, then myself, spoke again with Roy the service manager and I was told I needed to have a plumber come out and assess why the pipe crumbled as there was no plumber on staff at everdry. I was told at this time there was no wrongdoing found on the part of everdry.  It was at this time everdry had the opportunity to come in and assess the issues which they did and I was referred to a third party to find the issue, which J&A  did and fixed it as the crew J&A sent were sewage specialists, as indicated below.
  
  On 7/12/23  I contacted J&A, a third-party plumber, and they sent their sewage specialist out to assess the area in question. Then, on 7/13/23 J&A came back out to fix the actual problem which was found to be the waterproofing line and gravel went right through the clay pipe/terracotta sewage line going from the wall main stack towards the floor drain.  The blockage was before the floor drain or upstream. I have zero control over the findings or charges from J&A for the repair of this sewage line.  It was fixed with no further issues by the third-party and I am now able to utilize both my laundry and kitchen without any water in my basement. So there is no need for further inspection or intervention in this area.
  
  I am a simple homeowner and if I had been 100% cognizant of the need for correction at the time of the install, I most certainly would have addressed it.  This is my home, my investment so most undoubtedly, I would have spoken to any concerns. 
  
  What concerns me and more importantly is the everdry install crew did not ____. I'll let you fill in the blank. 
  
  I have provided clear photographic evidence as well as documentation from a third party as to the wrongdoing and the correction that needed to be made.  I am not asking for anything more than any other consumer would in my position.  I am asking for monetary restitution and to right a wrong. 
  
  photo 0622023_352p The area in question- shows just that, where the sewage pipe should be (going from the wall main stack towards the floor drain) and where the waterproofing pipe actually is situated after the everdry install.  This photo also clearly shows the crack in the floor where the water was shooting up out of.  Lastly it shows a new versus old cement pattern on the floor from the work completed by everdry.  
  
  photo 20230207_ shows an arrow pointing to what appears to the open clay/ terracotta sewage pipe during everdry install dates of 2/6, 2/7, 2/8/2023. There is also terracotta/clay debris laying in the dirt right by this area.
  
  photo 20230207_everdry process is just showing the tubing used for the waterproofing system and the gravel being placed atop it.  This is more of a reference photo to the waterproofing line seen in other photos and being used for clarity.
  
  photo 20230207_ this photo shows 1.) the terracotta/ clay sewage line leading from the wall main stack and 2.) showing the blockage of the gravel used during the everdry install process. 
  
  photo 20230713_ J&A photo of sewage pipe and line after debris removal.  This photo clearly shows the terracotta line, the waterproofing tubing line crossing its path (mid photo) and the gravel used in the everdry process. In addition you can see the difference in cement coloring and the pattern of the new cement following the everdry install pattern.
  
  All the other photos showing the everdry waterproofing line in relation to the sewage pipe are in the original photos included. 
  
  Extremely disappointed consumer.
  
  Regards,
  
  ***** ****

  Business response

  08/19/2023

  Again, Everdry would have no issue paying for the fix if the plumber had come to the conclusion that Everdry's waterproofing had unknowingly caused some form of blockage AND we were advised as to the situation BEFORE a fix had been performed.  Some of this could have been addressed had *** **** not swore at Everdry's owner repeatedly while speaking by phone and hanging up on him when he tried to explain the process.  In this line of work, we open floors with jackhammers.  Sometimes corroded pipes can come apart in the process of the work.  By looking at the pictures and seeing the pipe in person, however, there appeared no way of knowing that.  Trying to tell *** **** this and having her hang up on us as we spoke, I can tell you she was unwilling to do anything any other way than hers.  Now she has incurred a cost and expects Everdry to foot the bill.  We have relationships with plumbers and can come up with MUCH less expensive fixes than the one she went through.  I was unable to get that across as, when I tried to speak during our phone call, she threw unsubstantiated claims and non quantitative accusations and then hung up.  

  We would like to help pay for the cost of the plumbing bill, but that amount is exorbitant.  We recognize that we, by warrantying for life, have a relationship with *** ***** but need to gain a better understanding of how to work through issues.  No waterproofing is forever.  We know we will be speaking again.  If we cannot discuss things, *** **** hangs up, and then sends us a complaint insisting on a large amount in repair...we'll be right back in this situation again. 

  Customer response

  08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You were advised of the problem prior to the fix and referred me to an outside plumber.  You actually had 2 opportunities to correct this issue, at install (which was negligently missed or ignored) and on 7/10 which you did not take advantage of because you again you told me to get a plumber. The fix by the outside plumber took place on 7/13.

  Your staff jackhammer thru my sewage pipe during install and proceeded to place the waterproofing drain and gravel where the pipe was jackhammered thru.  The photos I have provided show this VERY clearly.

  As the owner, bad mouthing any validly angry customer only makes you look bad and is completely irrelevant in relation to your culpability regarding the physical damage your staff caused in my home. Any reasonable consumer paying 19,000+ for your services would not take kindly to any of the issues incurred by this company.  Furthermore, your inability to deal with the public properly with respect to complaints is cause for concern in and of itself.

  If you truly wanted any kind of ongoing relationship, you would provide the monetary restoration of the fix to the damage sustained during the install.  Anything else at this point is unacceptable. And I wanted my sewage pipe fixed properly, not cheaply so I went with a trusted company to correct the damage.

  As far as I am concerned, there is no lifelong warranty or relationship with this company, it is moot. I do not trust you to perform any additional services in my home and furthermore placing in writing a denial and refusal of any future billings regarding this so called lifelong warranty. It is unwanted.

  I am not interested in continuing to repeat myself regarding the damage sustained to my home, again clearly documented.  Either pay up or close this out as unresolved. I am greatly disinterested in anything else you have to say except I'm sorry and we're going to reimburse you for the correction.

  
  Regards,
  
  ***** ****

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wished to have work done to resolve a basement water issue that seemed to be just in my garage. The sales mgr. sold me on the idea of having the full basement and garage dealt with as he said there would be issues going forward unless it was all handled at one time. Fair enough. What transpired afterwards was just not acceptable. I signed this contract in mid-March. The sales mgr. said the "drop-dead" date to start the project was June 27th. It was not started until August 16th. What happened after the project was FINALLY started was unbelievable. They made my house worse!!! AND, they didn't even finish the job! I will run out of space before I ever finish with all that they did, but here's some of it: The workers rolled back the carpet in the bsmt. Sales mgr. said they would leave the carpet tacks for me to reattach the carpet. They DID NOT. They rolled back the carpets to break concrete and put in pipes for sump pumps. They DID NOT take the alcohol off my bar, so when they started breaking up the concrete several bottles got broken. They just left it! No respect. The sump pump under me bsmt. steps was not finished. They installed a "Y" pipe off the pump to run outside and DID NOT replace the cover on the pump to adapt to the "Y" pipe. They DID NOT have an electrician on staff at my house to run electric to the pump, and connected the pump OUTSIDE of the storage area under my steps, eliminating any chance to close the door to my storage area under my steps. That area is now useless to me. Thet ran piping outside and DID NOT fill in the hole completely! They ran a "Y" pipe to my existing piping outside BACKWARDS, and when they restored the dirt on the side of my house they restored it BACKWARDS so water would run TOWARDS my house instead of away from it. The sump pumps are filled with debris, I'm not even sure they tried them to make sure they work, and the one they installed in my garage has NO electric to it, so it can't work! I have more

  Business response

  01/04/2023

  Thank you for bringing this complaint to my attention. As with the first complaint. I've dealt with in my short time in Pennsylvania, (Matter No.*************************** *****}Pennsylvania Office of Attorney General, this complaint from Mr. ********* with my company, Everdry Waterproofing, appears to have already been resolved. I have included the notes we've taken on the matter as well as the reimbursement check of $1,013,59 that went to a new garage flooring ($900), a kit to clean his nature stone patio ($63.59), and new bottles of alcohol ($50). 

  
  For context, I need to establish that I am a recent purchaser of Everdry Waterproofing in Pennsylvania. As of April 1. 2022, I am now the proud owner of this business and will inherit all service from the 30+ years of business that took place prior to my ownership. Mr. ********* was contracted prior to my takeover, but I would be the one responsible for his happiness. 

  
  I will state, also, that I met with Mr. ********* myself at his home to go over the whole experience. At that time, I realized the biggest issue we had was a lack of understanding each other's expectations. Whether he internalized something different during contracting or our inspector allowed for expectations to be out of hand, we were not on the same page. I relented on almost all matters and ended up paying over $1,000 despite most issues resulting from his expectations of what we should be doing on his job that we simply don't do. 

  
  All matters that stemmed from his concern over the waterproofing being done properly, were serviced as soon as we could. He has signed off on those matters. 

  
  Our goal is always to care for our customers. When I got wind that. Mr. ********* was not content, I reached put personally. I tasked one of my top employees to resolve the matter and, when that did not suffice, I took it upon myself to drive to his home and inspect the job myself. As with Ms. ****** referred to above. I am hoping someone reaches out to find that the matter has been resolved with Mr. *********.

  
  For future reference, as I have been a General Manager of an Everdry in Wisconsin for over a decade, please know that my goal is twofold: to care for my employees and their families, and to care for my customers. We warranty for the life of the home. We have a relationship with these people and I want that relationship to be built on trust and respect. I am apologetic that the communication between us broke down until I handled the matter. Going forward, the development I will put my employees through will help navigate these issues with aplomb. 

  
  Thank you for the time, 
  Matthew F**** 
  Owner, Everdry Waterproofing 
  

  
  

• Initial Complaint

  11/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/31/2021, we met with Everdry sales person who promised after installing their Multi-step System, our house would be ever dry, and that the system comes with a lifetime warranty. On 9/17, the job was allegedly completed by Everdry. But up until now, they leave a big pile of stones on our property. Also, many downspout connectors installed were in wrong positions. On 10/5, several wet/damp spots appeared in our basement. On 10/15, Roy and Mike from Everdry did inspection. Roy told us they would come out on 10/29 to fix the problems with all the wet/damp spots and the downspout connectors. On 10/29, two Everdry service people came over. With a heavy rain, they saw the discharge Everdry installed in our front yard had a little water coming out. That could be problematic. Indeed, they saw a new spot where water leaked into our basement from outside. This is also why we saw all the wet/damp spots in our basement above. The service people said the entire front system was not installed properly, but they would have to come back later to fix that. They fixed one leaking spot facing our back yard, which they said was caused by the tar and the plastic barrier improperly installed by Everdry. During 10/29 - 11/9, Everdry told me the earliest date they can come out is 2/15/2022. This is unacceptable – First, if Everdry could not finish the repair job they promised in one day, they should do so in the following days, instead of letting us wait at the end of the line. Second, we indeed had moisture/dampness problems in our basement in the past, but we never had water leaking problems. These new water leaking problems are caused by a faulty drainage system improperly installed by Everdry. If they had us wait until 2/15/2022, water leaks could cause serious damages to our house. We are seeking a full refund from Everdry. The total cost of this job was $42000. The reason we paid so much money was to buy a peace of mind. But now we are left with an “ever leak” basement.

  Business response

  11/18/2021

   

  We are doing our due diligence under the current pandemic circumstances, to make any and all corrections and or repairs to our waterproofing system. We are currently scheduled service for the week of 11/29/2021. We warranty our workmanship and services 100% and will be addressing all concerns **** ** may have regarding the waterproofing. We are and will continue to be responsive to her waterproofing needs. 

  
  Should you have any questions and or comments, please do not hesitate to contact me. 

  
  Sincerely, 
  

  
  Roy B**** Production Manager 

*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. ↩