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Complaint Details
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Initial Complaint
10/25/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
We contracted with Basement and Crawlspace Solutions to install a drainage system under our house. A deposit of 1,150.20 was paid near the end of July. They began work on August 30th, and soon discovered they were not able to complete the job as quoted. They have been unwilling to discuss any alternative solution. The workers did some damage that day that we reported to the office and scheduled with one of the owners to inspect. Josh came to inspect and told us he would call the next morning. He never did. When we contacted him, he responded that there must have been some misunderstanding. He has been unable or unwilling to communicate with us beyond that. We have made repeated attempts to contact this company with no response.
Business response
11/09/2021
Business Response /* (1000, 5, 2021/10/25) */ ******************************************************************************************************************************* I am sorry to hear of your displeasure. Our team contacted you on the 21st at 11:18 as well as again today at 12:54 with no answer either time. Please confirm we have the correct contact information in case we have called the wrong number. I did not include the number due to this response being public. My understanding is you believe that our production crew caused a crack to appear in your foundation. We would like to discuss this with you as we have a picture prior to our work showing the area already had a crack. If you could please provide a contact number and time available we will be happy to reach out and discuss the issue. Our number is ************. Thanks! Consumer Response /* (3000, 7, 2021/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have my contact information on the original quote. I have left my phone number and my husbands phone number with your office and on voicemail several times. You also have emails from me which you have ignored. Your response is a perfect example of the runaround we have been getting from your company since your crew abandoned this job two months ago. The damage we pointed out to you is the destabilization of the bank caused by your crew. They had explicit instructions not to disturb that bank, which had been stable since the house was built in 1980. Now it is collapsing. The before and after photos clearly show that. Let me be clear. Your team agreed on August 30th that you would be unable to complete this job as quoted. It is obvious that you are unwilling to work with us to come to some resolution. We have been very patient. We expect a full refund of $1,150.20. You can make arrangements with us to pick up the materials you left on site. They are useless to us. Business Response /* (4000, 9, 2021/11/03) */ *****, Thanks again for the response. Carlos contacted you the same day as your last post on the BBB website. Oct. 26th Carlos spoke with your husband, *******, and discussed the crack/damage in the block wall. It is clear in our before pictures that the damage to the block was present before our crews started work. It is the same picture that ******* sent over that he took. I hate that this has escalated to the point it has but I am willing to refund your deposit. I will send check to the address we have on file. Thanks! Consumer Response /* (2000, 11, 2021/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.