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Complaint Details
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Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We signed a contract with Basement Gurus in May 2022. The job was suppose to be a 3 week job. We understood that inspections and time to complete a task was not planned/overlooked. In August, drywalling took place. The contractor painted the drywall. The walls were lumpy and every seam could be seen on walls and ceiling. After several attempts to repair and a lot of paint (which was part of the issue) we requested an outside person come in to repair the drywall. We waited for this to happen. The contractor hired a drywall professional who said the drywall seams were wet when they painted causing the mud to soak the paint in and continue to create the issue. After the drywall was repaired (for the most part), the contractor sent one of his gentleman back to paint and there were bubbles in the paint and different colors put on the wall when they felt the job was done. We requested an outside painter and after a couple weeks, someone was provided. The minor typical issues that were left (stain that had dirt in it/wall in bathroom had excess layer of wall repair/chuck in door frame missing/door frame not painted at the top of stairs/French door had scratch in glass/dust and dirt on personal items due to contractor not covering personal items/hot and cold water plumbing backwards). Owner of company came out and said expectations will be made clear to clients next time as we had different expectations then them. The basement looks great. They lost money on the job. Provided us his personal cell if we had any problems and took $500 off for the above list of items. A week of being in the space, the upflush system leaked. When customer reached out to owner, he said they lost money on the job and we could call a local guy. He didn't know if it was because of negligence on our end. ****** ********** came out and confirmed an installation error-no weep hole installed and bad seal caused the leak. This cost the customer $550. Document process as well as pictures:************************************************************************************Business response
12/16/2022
The issue was resolved with the customer and she was very please with the outcome and results. They have a beautifully finished Basement for their home by Basement Gurus. Their small issue was not even our fault but we resolved it anyways to help them and refunded them the plumbers bill.Customer response
12/16/2022
[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:
We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, however, we want to make it clear the statement is untrue as the professionals who repaired the issue stated and documented that it was an installation error which was completed by Basement Gurus and *** *********** ***.
Regards,
*********************** and *************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.