Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inherited a contract with CrawlSpace Medic involving a critical waterproofing system for my home. Despite assurances of effectiveness, the installed system was fundamentally flawed, leading to water intrusion issues and significant delays of my basement conversion. The installation included inappropriate materials and techniques, such as a poorly graded trench with a strip drain laid incorrectly and a sump pump system that failed under stress. These issues forced me to undertake costly repairs and modifications, including a second waterproofing system. I received an invoice for approximately $22,000 from the second contractor, not to mention the extensive delays and emotional distress caused by an unusable basement space. Key Points of Failure: • Improper exterior discharge placement, causing a feedback loop of moisture. • Mismanagement of the check valve installation, leading to operational failures. • Inadequate soundproofing despite promises, exacerbating disruption. • Poor materials choice and trench grading, undermining the system’s effectiveness. This experience has not only led to financial loss but also significant personal stress, as the basement's intended use was critical for my family's needs. I seek BBB's assistance in achieving a fair resolution from CrawlSpace Medic, reflecting both the financial restitution and acknowledgment of the issues faced. Photographic evidence and detailed documentation are available to support my claims, underscoring the need for a serious review of CrawlSpace Medic's practices and their impact on consumers. Attempted resolution of this matter has taken significant time because CrawlSpace Medic insisted there was "no way to test the system" because "water goes places." This put me in a position to await significant rainfall prior to taking the drastic measure of having their system demolished and a new one installed. Thank you for your time and consideration.

  

  Business Response

  Date: 04/26/2024

  Crawlspace Medic of the Upstate
  **** ******** ***** **** ***
  Greenville, SC 29607

  
  April 26, 2024

  
  Better Business Bureau 
  RE: Better Business Bureau Complaint *********

  
  Better Business Bureau (*** ********** 

  
  We appreciate the feedback and the opportunity to respond. We always strive to provide the highest quality repair solutions and a great experience for everyone who comes into contact with Crawlspace Medic, and we’re sorry that this individual’s experience didn’t meet our standard. 

  
  For accuracy, we would like to bring clarity to our scope of work and address the 4 “Key Points of Failure” noted in ********** letter. Before ******** owned this property, Crawlspace Medic was contracted by the previous seller to perform a specific and requested scope of work. Our legal contract was not with ********* and our payment for the work completed did not come from ********. Documentation of this can be provided upon request. 

  
  Please note - while our written contract was with the property’s previous owner, we did cooperate with ******** over multiple site visits once she assumed ownership. Though our contracted work was completed, we engaged with ******** to explain our installed system, answer questions, and provide no-cost improvements to our installed work. 

  
  It’s our understanding that ********** basement experienced water intrusion during a storm in May of 2023 while the property lost power, not allowing the sump pump to operate. When a basement’s sump pump cannot operate during a rain event due to a power outage, water intrusion is inevitable, and does not reflect any issues or failures with the installed system. We are not aware of any other documented instances that reflect system failure. 

  
  Regarding the 4 “Key Points of Failure” noted in ********** letter:
  Point #1:  The sump pump’s discharge plumbing was installed exactly as described in the scope of work that we were hired for. We were contracted to extend this discharge plumbing up to 18” away from the foundation wall. Integrating this discharge with an underground piping system was never in our scope of work, nor is this a building code requirement. 
  Point #2: The sump pump’s check valve was installed in the proper location, and ********** provided photograph validates this (see ********** attachment named “PHOTO 3…jpg”). 
  Point #3: Soundproofing was not a part of Crawlspace Medic’s contracted scope of work. The efforts taken to help dampen the sump pump’s plumbing were a no-cost offering to ******** as a courtesy, and not something that was in our contracted scope. Soundproofing has no impact on the system’s performance or functionality.
  Point #4: The description of “poor materials” is subjective and unclear. All of Crawlspace Medic’s installed materials are industry-standard and designed for basement drain systems such as the one installed at ********** home.

  
  Thank you again for the opportunity to respond. Accurate information is always critical, and we’d be glad to elaborate further and provide documentation as needed. 

  
  Thank you, 
  Crawlspace Medic of the Upstate

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau and Crawlspace Medic:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  I am grateful for their response. While I appreciate Crawlspace Medic’s willingness to engage, I am concerned that Crawlspace Medic's focus on contractual technicalities diverts attention from the core technical failures of the installation, fundamentally compromising its effectiveness.

  
  The primary function of any sub-slab drainage system is to utilize gravity to direct water to a sump pump for removal. This basic principle of physics was not adhered to, as evidenced by trenches improperly sloped upwards toward the sump pump, with notable peaks and valleys. This flaw was documented during the system's demolition, clearly illustrating that EFFECTIVE DRAINAGE WAS IMPOSSIBLE.

  
  Persistent moisture issues in my basement directly resulted from these installation errors. Moisture was consistently visible along the joints above the dimple board and the slab patch seam, particularly aligning with valleys where water stagnated, clearly indicating system failure.

  
  Moreover, the choice to use strip drain material laid horizontally with the dimpled side down may be debatable in its effectiveness, but the fact that it was not connected to the sump pump pit in any way compromised the system even further.

  
  While Crawlspace Medic emphasizes contractual obligations with the property’s previous owner, it is crucial to recognize that this work was intended to benefit the incoming homeowner—myself. This was part of the property's contract of sale and necessary for the qualifying appraisal. Despite direct discussions with Crawlspace Medic before installation, where I was reassured no additional work was necessary, Crawlspace Medic now references declined recommendations not disclosed during those conversations.

  
  Regarding the installation location of the check valve, the last photograph reflects the final location I requested after their initial placement proved ineffective. I possess text messages from Crawlspace Medic’s technician suggesting other locations which would have been impractical or useless.
  

  This issue transcends mere contractual technicalities and touches on fundamental professional integrity and accountability. The failure of the system to perform its basic function due to poor design and installation demands significant attention.

  
  I urge Crawlspace Medic to address these glaring technical failures that have significantly impacted my property and daily life. My family has endured considerable stress and financial strain due to an inadequate system that was doomed from its inception. We need a resolution that genuinely rectifies these critical issues.

  
  I remain open to constructive dialogue and hope for a resolution that addresses the system’s deficiencies comprehensively. I look forward to Crawlspace Medic’s engagement in resolving these matters with the seriousness they deserve.
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 05/13/2024

  Crawlspace Medic of the Upstate
  **** ******** ***** **** ***
  Greenville, SC 29607

  May 13, 2024

  Better Business Bureau 
  RE: Better Business Bureau Complaint *********

  Better Business Bureau **** ********** 
  
  Thank you for the response. 
  
  Since we addressed most of these items in our previous reply, we’ll summarize our thoughts on the circumstances being addressed:

  The system we installed was specifically requested by the previous owners of the property and did not address the rainwater intrusion that occurred during the power outage of a storm that occurred soon after you assumed ownership. We understand that a separate contractor was hired (not an impartial third party) to point out “technical failures” of the system, but the items listed do not change the fact that the system had no power, and the basement would have flooded regardless.
  
  It’s conjecture to deem certain items as “failures”, since the system had no power during the incident. We install basement drainage systems on many occasions throughout each year, follow industry standards practiced by many contractors, and the outcome is consistently effective. We did not install a battery backup on this occasion, because this is an optional upgrade, and our client (the previous homeowner), did not choose to contract us to install one. You may call this a “contractual technicality”, but we feel the fact that we did not contract with you at all is vital to understanding the situation. Had we done so, we would have been able to address all your requests before even arriving on-site to inspect the property.
  
  We always strive to do everything in our power to protect homes and give homeowners peace of mind with the systems that we install. We hope you’re happy with your new system and that your basement stays dry for years to come.
  
  Sincerely,
  Crawlspace Medic of the Upstate

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau (and Crawlspace Medic):
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Thank you for the ongoing dialogue. While I appreciate Crawlspace Medic’s engagement, the focus continues to evade the critical technical failures of the installation. Perhaps this is because I initially presented multiple concerns. 

  Let me clarify the fundamental issue: the basic functionality of the drainage system relies on gravity to effectively channel water. This system was improperly installed, with long spans in the trenches sloping upwards and other spans with significant peaks and valleys that rendered proper drainage impossible—a fact clearly demonstrated during the system's demolition.

  The persistent moisture issues in my basement directly resulted from these installation errors. This isn’t merely about an isolated system failure during a power outage; it’s about a fundamentally flawed design and installation from the start. The consistent moisture along joints and seams precisely aligned with the valleys found during demolition where water stagnated.  This is undeniable evidence of its inadequacy.

  Furthermore, dismissing the system's failures as highlighted by a biased third-party is misleading. My professional background in commercial construction and stormwater management equips me to identify these defects. The contractor was not hired to critique but to replace what was clearly an ineffective system, as verified by ongoing moisture problems.

  It is concerning that Crawlspace Medic seems to rely on the fact that their contract was with someone who sold the property shortly after the work was completed—merely three days post-installation. This raises a critical question: Was the work knowingly substandard because the original contractual party would not be around to hold Crawlspace Medic accountable?

  Homeowners, whether original contract holders or not, deserve integrity in the services provided to them. As the current homeowner severely impacted by this inadequate installation, I am seeking a forthright resolution that addresses these grave oversights. I invite Crawlspace Medic to step forward with a genuine commitment to rectify these issues rather than deflecting responsibility. Let's resolve this matter constructively and ensure that such discrepancies are not repeated.
  
  Regards,
  ******** ********