ComplaintsforD-Bug Inc

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  D-BUG did waterproofing in my basement perimeter 2/5/20. The end of January I called there was water leaking around the sink basin. Rodney came out twice to repair the leak. (He was very nice). The repair was ok until February 11 2024. I contacted Rodney and sent photos of the leaking. He replied he'll come out after regular hours. I contacted him again. Same response he's busy on a job he never committed on a date to return and repair. I called the office February 26, 2024 left a message. No reply. February 28 2024 called office again spoke to Jennifer said she would contact Rodney. March 5 2024 have not heard from anyone. In meantime everytime I do laundry the pipe around the laundry basin us leaking a stream of water. I would like this repaired correctly not a quick fix that didn't resolve the leak. I also want a copy of their warranty on the work they did which did not receive. Thank you for your help. ***** 

  Business response

  03/18/2024

  On 3/7/24 our operations manager called **** and spoke with her. He went to her house on 3/8/24 and fixed the problem. Her laundry pipe was not part of the original work done at her home in 2020.

  Customer response

  03/19/2024

  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. 

  Thank you so much ********* D bugs response was untrue and yes they did fix the drain pipe on the basin. However, he told me that they "always break the terracotta drain pipes " when waterproofing and replace the drain, which he did at the time do that.  This pipe leaked and this work was all under warranty!. I paid nothing this was all DBugs  ORIGINAL work.. Yes it has been resolved and no leaking at this time. It's the wording in his response which is inaccurate and not true.  Thank you very much for your help. I appreciate it.

  
  Regards,
  ***** ******

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So originally I had a sump pump installed in my garage on 10/13/2021. When the job was done I raised 2 concerns: 1) the electrical was tied into existing electrical in my garage. The estimate was for a new breaker and lines but was instead was sloppy and tied into a nearby plug. that plug was concerning because it was also flagged by my home inspection as “not grounded”. I was assured that it would be “grounded at the pump”. Not being an expert/professional I defaulted to their expertise. 2) the discharge pipe that exits my home was buried superficially and I was assured that “it would sink into the ground over time”. I paid 2430 for the services with a warranty on the pump. July 2023 I called D bug due to sump acting up and seizing up and still was within warranty. After call there was a heavy storm and when trying to revive the pump I was then shocked with a high level of electricity when coming into contact with the water. I was able to recover from stiff muscles in arm and neck after few days ( I am a medical professional) so no outside care was needed. A guy in Aug did replace pump and was informed that the plug was not grounded and I was shocked and not satisfied with discharge pipe. He confirmed the plug was not grounded and said his supervisor would be in touch. Few weeks went by then started a series of phones calls about once a week for around 2-3 months . 1 inquiry I was told someone would be in touch. I went to work and was called once by a strange number and the guy just showed up at my house unannounced. Around 8-10 calls/texts asking to resolve issues. 10/21 supervisor did come to fix electrical. He traced it back to an existing plug not grounded and rigged with existing parts and my own electrical tape but now grounded. Said would return to fix piping at later date. Then sent me a bill for $250 when job was never done correctly. Few unprofessional messages from him later office staff did remove charge but still unsatisfied with job.

  Business response

  11/07/2023

  Our contract states to install a new electrical outlet for the sump pump we installed.  We installed the new outlet, and it was grounded from our pump to the outlet as it should be.  *** ******* electrical system is faulty and the issue of it not being grounded was beyond our wiring we installed.  *** ****** contacted our office quite a few times to have us come out and look at the wiring because he stated he was shocked when he touched the water in the pump.  We attempted several times to schedule an appointment with *** ****** and he was not available when we attempted to go to the home.  Since we attempted to look at the issue several times - one of our technicians was in the area, attempted to contact him by phone and decided to just stop at his home - no one answered.  Our technicians call from their work cell phone, hence the "strange" number when attempting to contact him.  When we finally did get out to him, our Operations Manager traced the wire to where it was not grounded and repaired it and wrapped it with electrical tape - it is now grounded.  Our service call fee is $150 and $100 for the repair.  *** ****** felt he should not have to pay the $250 for something he could have done himself.  He came into our office to go over the invoice, and it was agreed that we would drop the $250 charge.  At the time of *** ****** being at the office, he stated that he was also concerned about his discharge pipe not being dug deep enough - which it is not - his yard is mostly rocks.  He was told that we would come out and put topsoil down for him "free of charge"; he agreed that would be ok.  He was told that we could not give him an exact day or time but would call him and let him know when we would be coming to do it.  

  Customer response

  11/07/2023

  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.
  

  In regards to my availability I told the business I was available Mondays and Wednesdays before 11 o’clock in every other day throughout the week after 330 and I always had a babysitter present to let them in the garage. Zero to minimal contact from this business to my phone was even attempted except for when I received a phone call before someone showed up at my house same day. 
  I will reiterate, when the workers were installing the sump pump, I told them that the plug they were attempting to tie into was not grounded from the initial home inspection that I received on the home. It was marked by the home inspector with a green sticker, (which was removed by one of the workers, but the residue still remains as depicted by photos)and I pointed out the sticker on the outlet(doc attached). The supervisor who came out and fixed my problem and grounded the wire even told me that the job should’ve never been done this way and that it would be taken care of then later sent me a bill for $250. 
  

  I would like the electrical done correctly and properly as I paid for a service and it’s entirety and not only was it done not properly but actually cause physical harm to me. I was willing to work with debug, but due to their lack of customer, service professionalism, and after consulting an electrician, and confirming this job was sloppy with wires hanging and not securing and testing the ground after they were informed when installing that is was not grounded is negligent.

  This half completed job that they provided me and then sent me an invoice when the job clearly was not done correctly in the first place is not enough to justify the service I paid for. I will not settle for anything less than what I initially paid for which is a complete electrical job not a Band-Aid and hanging wires as depicted in my photos. The outlet never should have been tied in to that existing plug, and when it was installed, I raise concern about doing such thing, but was blown off and still paid them the full amount, and then waited around months on end for solution and there was no restriction or limitation on my availability in the slightest as I told them multiple times there was someone always available at the house and that my availability was either mornings or afternoons, depending on the day due to my work schedule. even after being shocked by the water, which was in the sump pump that was installed and not done correctly even then, was willing to work with debug for a simple solution but after receiving a bill for a “service call” on a job that not only was not done correctly caused physical harm, I will not settle for anything less than a complete job. 
  Regards,
  ******* ******

  Business response

  02/09/2024

  Our operations manager went out to the customers home on 1/17/24 and replaced the electrical wire from the garage door opener to the garage doors. This was not a D-Bug issue, however we replaced at no cost to the customer.
  
   
  
  If there any questions please feel free to contact us at any time.
  
   
  
  Thanks,
  
   
  **** *******

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rent the home at *** ***** *** ********** ** and need the basement room where the boiler to be waterproofed. 8/27/2021 was the dated of estimate by D-Bug Waterproofing and worked performed the following week. Last week the room where the work was performed flooded twice. The company sent someone out to look at it but did not relay any information to the tenant,nor contact me. I called today and talked to a Joe. He said addition work needs performed and there would be addition charges.

  Business response

  01/17/2022

  Additional work was completed on 1/7/2022 at NO EXTRA CHARGE to the customer.  We broke out and moved the grate drain in order to catch any water coming from under the porch; added an additional 3 ft. of french drain and installed foil against the wall above the 3 ft. of french drain.  

  Customer response

  01/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ****

*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. ↩