ComplaintsforSuperior Walls of America LTD
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Complaint Details
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Initial Complaint
10/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Superior walls installed this basement and garage foundation when we built our home in 2014 and they are failing to honor the warranty. The issue remains only in the garage on the concrete sills which gets damp and is due to a defect in their product which causes water to soak up on the sills . The last time they came they gave an excuse that there wasn't crushed stone installed but i was able to find a picture showing the crushed stone and plus they installed it and the crushed stone. I am requesting that they pay the cost to repair this issue that is due to the defect and improper installation from superior walls. This is not good business practice to not honor a warranty after the sale. The franchisee in LIMA NY installed the wall but will never address warranty concerns or respond to the customer for that matter. The corporate headquarters should in fact address the poor customer service and the issue/defect with the product.Business response
10/29/2021
The BBB sent this complaint to Superior Walls of America, Ltd. (“SWA”) (New Holland, PA) We license companies around the world to produce the Superior Walls brand product. The [licensee] company that built the ***** home is Superior Walls of Upstate New York, Inc. (“Upstate”) in Lima, NY. Upstate holds the warranty on the *****’s foundation. The warranty covers side-wall water penetration so it is unclear at this point if this is a warranty issue given that the location of the wet spots is well above the ground surface and at the very top of the Superior Walls panel it could be that the water is running under the frame walls sill plate.
The first we heard of the issue was Wednesday October 27, (Though ************** sent an email on Friday October 22 to our retired CEO, who no longer monitors his mailbox since he retired 4 years ago.)
On Thursday October 28, our Technical Department staff spoke with multiple members of Upstate NY’s staff and then made a joint call with Upstates people to *************. Photos and information were exchanged, and it was agreed that Upstates QA manager would visit **. ****** home on Tuesday November 2 and attempt to identify the source of the water.
*****************************
President & CEO
********************************************************Customer response
11/04/2021
The representative came to our home and caulked a few areas that he thought was the issue. I am quite concerned about an area in the garage where there is large separation in the joint. We are waiting to see if the repair solved the issue. This complaint should remain opened until then.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.