ComplaintsforWaterproofing One

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/8/22 - deposit paid of $287. Contract never signed. Contractor showed up late on 6/22 to perform work and went to wrong house. Upon arrival was surprised at work that needed to be done, expressed concern over sewer pipe location in relation to crack (called Joe owner) and then left to get supplies he was supposed to have on hand (as per estimate) to perform job. At this point I called the owner Joe, who had already called me 3x, and expressed concern about the contractor and his ability to do the job, his lack of materials to do the job, his concern about sewer pipe location in relation to crack, (proposal had wrong location) and now the time frame involved to complete the job, etc. Joe (owner) explained to me that Raol's wife (the contractor) had breast cancer and he had to go 'pick her up' this afternoon, and therefore he was distracted. I became even more concerned at this point given the new information and reason for lack of preparedness and time frame to complete the job. Joe began screaming at me, told me I was unrealistic and blowing it out of proportion, didn't know what I was talking about, was verbally abusive, rude and apoplectic. I stated that I did not want them to do the job at this point, (the contractor has left the premises and gone back to the shop to get supplies and had yet to start the job) and I was afraid to have them in my house at this point given the volatile nature of the owner. Again, Joe continued to scream at me as which point I stated I simply wanted a refund and he tried to 'charge' me for the estimate, etc. which was never a cost associated with the work to begin with. Therefore, since the work was never begun, a contract was never signed, and the contractor was late and unprepared, the owner was abusive and hostile, I would appreciate my $287. being refunded.

  Business response

  06/24/2022

  This has basically turned a relatively small crack repair job into a major fiasco!  I do not believe I called you 3 times, I believe I called you 2 times.  If I didn’t call you, then you probably would have condemned me for not calling you Raul was at your house before 8:30 am.  So he was not late.  We gave you a window between 8:00 am and 10:00 am.
  
  Raul had all the tools equipment and material he needed to complete the job when he arrived at your house. Again as I explained in the other negative review you wrote is that once Raul saw the crack and the fact that your basement was filled with personal belongings he decided he would need more plastic and zip walls.  He was basically trying to make the job better.  It’s not true that the job was not started.  In your eyes the job may not have seemed started, but the reality is that we had our inspector Frank go to your house and write up a very detailed quote description of work (3 pages) then Raul loaded his truck the day before 6-21-22 to be ready to install the next day 6-22-22.  Then Raul went to your house on the morning of 6-22-22.  We were well into the job and quite a bit of effort had already gone into your job.  Not only that but we set aside the entire day to do your job so the reality is that we lost an entire day. 

  The bottom line is Raul was on time, Raul was prepared and this thing has been blown out of proportion  to make it appear like we did something wrong.  I did raise my voice on the phone when you told me you wanted to cancel but I did not say anything wrong.  Your reasons for cancelling the job is unwarranted and without merit yet you continue to exaggerate the facts and expect to get your 20% deposit back.  You had 3 business days to cancel.  When our secretary asked you for the signed contract you told her you were taking a picture of the signed contract and you were going to send it back to us via email.  Apparently you never did that or at least we can’t find it.
  

  The fact is you sent us a 20% deposit for $287.00, you scheduled the job with Frank in our office.  You allowed us into your house to do the work.  So now you are saying there is no signed contract.  I guess that says something about credibility.  I cannot waste any more time on this ridiculousness.
  
  Sincerely,
  Joe S*****    why here...

  Customer response

  07/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The information provided by the owner is inaccurate and erroneous.  I never informed the secretary that I was taking a screen shot of the contract, I never was informed that I had to pay for the consultation, the 'inspector' had already been in my basement for an estimate and the business was aware of the contents of my basement, the business owner himself, threatened and screamed at me, and informed me that the technician was distracted due to his wife having breast cancer.  No work was EVER commenced on my property.  The very first line of the estimate written up by Frank, the 'inspector' indicated that Zip walls or plastic sheets were required as materials for the job, so I am still confused by the reply that Raol needed to leave in order to obtain theses items.  Furthermore, Raol was more concerned by the location of the sewer pipe in relation to the crack, as evidenced by his call to Joe  upon arrival and viewing the job site in the basement, than the need for *** walls or plastic sheeting.  Lastly, I DID NOT post the review on ******, an acquaintance named Carla Z. posted it after I spoke to her that morning and she heard how upset I was, as referenced in the review.  Again, yet another inaccurate statement by this business owner as to exactly what transpired and his untruthful version of revisionist history.  Never was it stated that I was required to pay for materials for a job not started, for the estimate, their unpreparedness, etc.   This is considered theft of services.  In no way was I going to allow this company back into my house to commence the job after I witnessed the extreme rage and anger this owner exhibited towards me on the phone.  
  
  Regards,
  
  *** *******************
  

  Business response

  07/27/2022

  True chronological order of events:

  You called our company to go out to your house to house to give you a price to repair a foundation crack. We sent Frank our inspector. Frank wrote up a detailed description proposal/contract and sent it to you. You contacted us and told us you wanted the work done. You sent us a deposit of 20% or $287. We received the deposit and then you told us you were going to send us the signed contract which we never received as far as I know. Thinking that the signed contract was being sent we schedule the work to be done at a precise date and time. We sent our installer out to your house that morning. Our installer had prepared the night before getting all the materials and tools ready for your job. He arrived in front of your house before 8:30 am. I was on the phone with you when he arrived. You claim he was late and went to the wrong house, neither of which is true. You then proceeded to allow our installer into your house to start the work. Our installer went down to inspect the foundation crack and noticed that you had a lot of personal belongings in your basement. He then called me and explained the situation about the amount of personal belongings you had and I told him that it would be best to get more plastic so we could cover everything including a curtain wall which would contain the dust. Our shop is literally 15 minutes away and our installer would have been back to your house within the hour if not sooner. At that point you made the decision to cancel the job. You called me to tell me you know longer wanted us to do the job and that you wanted your deposit back. Of course I was up set , but I was not screaming and yelling like you claim. You do realize that you have wasted our entire day ! You agreed to have the work done and just because we wanted to get more plastic to make sure the dust was contained is no reason to cancel a job especially when we would have been back to your house in a very short time period not to mention the time and effort that had already been spent on your job.   

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/6/2018 repair of crack, causing leak into basement was done by excavation to footer and applying rubber wall. Cost was $5,195.00 with a 20 year leak proof warranty on signed contract 11/21/18.6 months later leak inside basement through same crack. Informed **** and *** from Waterproofing One, and since then continues. **** was out to my home to see continued leak and saw supporting pictures which I have emailed to them as well. **** said his crew would be out to repair but from the inside now since the outside did not work. Have had landscaper add addition soil and mulch to adjust grade away from house in that area per ****** recommendation. But leak continues. Waterproofing One has had three appointments scheduled to repair leak from the inside. Waterproofing One has NO SHOWED all of them. I call at 11:15am and first 2x crew can't come after I have been waiting 8am-11am estimated time frame. And 3rd time called and said still coming but late with first job and then never showed. Appointments were made August 25th and no showed, Sept 8th and no showed, and Oct 28th, said coming but no showed. Complete disregard for their customer's time and continued leak in basement. *********************************

  Business response

  12/07/2021

  Waterproofing One statement of resolution:
  
  The work performed at this address was completed to the work order specified in the customer proposal. Waterproofing One reserves the right to complete the work internally if the external compromising of the wall is not sufficient due to the intense hydrostatic pressure along the outside of the foundation walls. This was explained to the homeowner when the issue was brought to our attention. Waterproofing One has made every effort to reconcile this issue and has even offered to trench the project area again and re-treat the exterior wall where it is compromised. We have explained that we cannot guarantee this approach as the hydrostatic pressure can attack from the footer-up towards the surface. We offered to alleviate the pressure internally and even offered a refund of $3000 if this remedy did not work. We tried to schedule with the homeowner a new construction date during the last week of October but our install crew, which was scheduled, was not permitted in the home. We sent emails to the homeowner on 10/30, 11/1, 11/4 and 11/11 all with no response from the homeowner. Waterproofing One is willing to work with this homeowner but she will not answer any avenue of communication we have tried. 
  
  
  Thank you, *******,
  Sincerely,
  Frank S********

*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. ↩