ComplaintsforSafeway Waterproofing

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In March of 2021 we gave Safeway a down payment of $12,983 for them to build a retaining wall and replace our driveway with pavers, for proper drainage. The work was estimated to take place in June. However in October it still wasn't completed and we were told by that they couldn't do the job for the quoted price. We requested a refund and have not yet received it despite requesting in writing and telling us we'd have it, with the latest date being today 11/15 and we've received no check or communication. It has been difficult to get any return calls or emails without personally stopping at the Safeway's physical location to speak with personally. We just want our down payment refunded for services that were not performed.

  Business response

  12/01/2021

  Business Response /* (1000, 7, 2021/12/01) */ We apologize for any inconvenience we have caused. When we collect for a down payment on a job that is to order supplies for that particular job to be scheduled. We paid our subcontractor $13,000.00 to schedule your job. This job was canceled after ordering supplies for the contractor. So we are awaiting a refund check from this company. At this time we will send you a refund check. You have not been forgotten. When a job is canceled it is a process to get everything in order. Again you have not been forgotten. Consumer Response /* (3000, 9, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will not consider any response other than the refund of the amount of our deposit as acceptable. We put the deposit down in March 2020 for a job that was originally supposed to start in June. This response from Safeway is just a continuation of the lack of response and lack of results that we have gotten from them throughout this process. To reiterate the timeline, the job was supposed to begin the first week in June. It did not start and we were not contacted regarding the delay. When we reached out to Safeway we were told it was pushed back to mid-July. Again, that date came and went with no communication from Safeway until we reached out to them in mid-August. We were told at that time that materials were unavailable. We heard nothing again until we reached out in late September and were told we were on the list for the 2nd week in October. A few days after that date, we were told that the cost of supplies had increased and the cost of job had increased by a minimum of $11,000. At that point, because Safeway obviously could not deliver on the original agreed upon terms, we canceled the job and asked for a refund to which they agreed. After a few weeks of hearing nothing, we again contacted Safeway several times and were given a few different dates to expect our refund. The latest date of November 15th was agreed upon in writing and with a handshake. That date came and went with no communication from Safeway until this response to the BBB complaint. We have been very patient with Safeway and their process, but it's past time to refund our deposit in full ASAP. To the point Safeway using the deposit for materials, that is their own business practice and should not impact our refund of a deposit we made in March.

*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. ↩