Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted ohio basement systems on 4/28/23 to level a porch on an investment property my business had purchased. The came out 2 times and both times were unsuccessful. Then a person named ***** said they were gong to replace the entire porch. I contacted ***** for several months and nothing happened. ***** then told me to talk to his boss. His boss is *****. I have been contacting ***** for several months now with no results and empty promises. Finally last week he told me there would be someone coming out 7/1/24 to start on replacing the porch. No one showed up.Business response
07/03/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Production Manager informed us he will be out on 7/15 to with the subcontractor to oversee the completion of repairs.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company sent out a salesman that was not completely honest about the condition my driveway would look after leveling was done the end of May. My driveway is not level and because of this caulk they used my garage is flooding when it rains. They said if the caulk is removed it will void the warranty. They just came out again and all the told me was what they can't do. They said they could grind down the uneven concrete pads but the agate would show and look worse. I was told my driveway pads would be level and stable and they are not level and now my garage floods when it rains.Business response
07/05/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he was able to contact the customer and discuss her issues. The GM is going to visit the home on 7/8 meet and look at the garage to get a resolution created.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Customer response
07/08/2024
The General Manager came out today and said he is going to work on the problem areas and he will get back to me. Nothing has been resolved so far.Initial Complaint
06/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
A-1 Sewer and Drain has made a couple of appointments and have continued to reschedule the installation of the grinder pump. They continuously keep me waiting for hours informing me they will come to the home within a certain appointed block of time. I have always been around, however, they continue to fail to show up. On June 28, the estimated time was 12noon-3pm and they did call to say they would be delayed, however, they continue to fail to show up. I called the office to receive my **** deposit back and they keep putting me off. I used the same company 4 years ago and had excellent service, however, my experience this time has horrible. I have rearranged my schedule to be available for the repairs and I even had to cancel attendance at a paid event because they promised to show up within a certain timeframe, but they did not. I am not getting a resolution from anyone in the office.Business response
07/01/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us she talked with the customer and apologized for the miscommunication and shared that this is not the experience that we want for any of our customers. We had a technician out today (7/1) to complete repairs and GM offered them a refund of **** for the electrician who came out and confirmed her electrical was fine and she was very satisfied with this.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Customer response
07/11/2024
A-1 Plumbing has finally resolved the issue after contacti from the company. Thanks to *** for bringing my concerns A-1 Plumbing and I hope this will help them to communicate customers' specific needs. I never questioned the cost of the proposal, however a proposal is signed, work should be performed in a timely manner.Initial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Due to a construction project that was going on next-door to my daughter’s home, they incurred water in their basement. They contacted Innovative Basement Authority. I told my daughter I would help her family pay for some of the cost, they have an autistic son and a lot of responsibilities. ***** ******** came out to do the inspection and tell them what the costs of the project would be. I was at this meeting and agreed to give them the down payment. We came to find out on our own the reason for the water in the basement was from a gutter pipe that had become damaged. Since this pipe was replaced, they have not had any more water in their basement. Also, the people from the city of ***** came out and the builder, and they discussed some regrading of the soil that could potentially help to prevent this from happening in the future. My daughter decided they wanted to hold off on this project so we looked at the contract and saw there was a 3 day period that you had to cancel. When Mr. ******** was at their home at no time did he tell us verbally what the time frame was and what their cancellation policy was. According to the attorney generals office, it is the law that you verbally have to tell someone what your cancellation policy is and he did not state that at any time. I tried to call and ask if the money could be used for any further work such as regrading the soil in the future and was told No. Then a few days ago, my daughter receives an email telling them to prepare for their project. My daughter sent an email to Mr. ******** stating this, and he told her he could not cancel it That it was her responsibility, only the customer could cancel it. Every time I tried to call or email I was told there was no one in the office to discuss what I wanted to discuss. The down payment was made on May 28, 2024 in the amount of ********. I called in the morning on the fourth day. As stated above nowhere verbally were we told there was a three day cancellation policy.Business response
07/01/2024
Our general Manager was able to talk with the customer. Let them know we found the deposit was attached to the original project. It has been removed, the job cancelled and accounting it processing the refund.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Foundation Support Services (FSS) d/b/a Groundworks, LLC Much of the work was completed by unskilled workers/laborers, done 2-3 times over to resolve flawed or poor workmanship, including by not limited to: concrete, electrical and soils excavation, sump pump installation, drainage and landscaping replacement. At this time, the entire back slab has cracked through, less than 30 days since issuing final payment. The foundation still requires concrete surface base repair, which was not done/completed. After final payment, the concrete slab under the HVAC has cracked through and now requires an entire single pour replacement, which was originally recommended but not performed. FSS now refuses to complete this repair unless I pay to remove of the HVAC unit before they remove/replace the slab. FSS and its representatives were not able to complete nor provide basic project management information, including project scope, scheduling of work, work details, knowledge of code compliance, or provide a schematic drawing and basic information on sump pump installation and drainage. They had no project managers, crew chiefs or leads managing the work or progress daily. Their contractors did not clean up during/after daily work activities. The house is still not completely level but with Lighthouse Engineerings variance allowed. I have hundreds of photos, text and emails w/****** ***** **** ****** **** ***** from FSS>Business response
07/02/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he has been trying to contact the customer via phone calls, emails, or text messages about potential solutions for the AC unit pad.
Please reach back out to him and we can discuss the best solution for the concerns
Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired Baker's Waterproofing to install an interior french drain, exterior and interior trench drain on each side of basement door and replace sump pump. I was told that with this system, no water should penetrate the interior of my basement. On 4/11/24, my basement flooded. Bakers Waterproofing came out on 4/22/24 and did an initial inspection. They wrote up that their equipment was not draining correctly. He stated that he would submit for the system to be replaced and would request damages to be paid but would need upper management to approve. I never heard from anyone, so I called after about a week. Still, no one called so I called again at which time they scheduled the GM to come out and inspect the property. The GM also did a water test and didn't think it was working properly. Suggested an upgrade to a larger drain like a garage drain. On 5/29/24, two men from Bakers came out to replace the drains. The foreman stated that he didn't think a new drain would fix the issue and that I should have an exterior sump pump installed. I was worried about the power going out and he said they would do a battery back-up. I asked what they would do about power, and he said they would run an extension cord. I have an orange cord running along the front of my house to the front porch. I asked why there was a 4" drop off in the concrete down to the pit and a piece of metal sticking out the side. I asked about the battery back-up, and he said he never said that. I asked about wintertime freezing. He handed me drain insulation and heat tape and told me to install it myself. I said I didn't know how. He left and said the GM would call me. I received a voicemail on 5/30/24 from Eric stating that the GM was busy but would call me to set-up time to come out and talk to me the following week. I still have not received a phone call. I called in to follow-up and still nothing.Business response
06/28/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us of the rescheduling and he will be going out to visit the customer on 7/3 to look over the project and discuss with the customer.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed a contract with JES to install a replacement sump pump that had been installed by B-Dry and to install a new sump pump in another area in our basement on 3/7/2024. It was said that the work would be done the first week of April. A follow up phone call scheduled the work for 4/30 and then it was rescheduled for 4/23. The installation of the two sump pumps took two days. Upon inspection, it was noted that the replacement sump pump was constantly running on the back up battery pump and not the primary pump. The second sump pump was installed in an area too far away for the cord to reach the dedicated outlet/circuit that we had installed. At a follow up inspection by the foreman on 4/29, it was noted that the pumps were working properly, the drain outside needed to be moved, and the one pump was not plugged into the proper outlet. After several phone calls/text messages, a crew arrived on 5/7 to move the drain outside and make other adjustments to the pumps. It has rained the night before and when the crew arrived the basement was flooded. The original salesperson/engineer of the project was also supposed to come by that evening, but did not show up. After repeated phone calls /texts, he finally texted at 7:20 pm that he could not make the 4:00 appointment -- pictures of the flooded basement were sent to his attention. On 5/10, the engineer stated that he was waiting for information from the foreman to correct everything. Several texts/phone calls occurred during the next days. On 5/15, JES was informed that the "fixed" drainage pipe was leaking. The engineer inspected the property on 5/21 stating there were still issues. He forwarded an email to his superior with solutions to the problems--including repairing the leaking pipe, getting another pump, and cleaning the floors. On 6/3, another foreman (which we were told was a "floor guy", came by and inspected everything noted numerous problems. The story goes on with still no resolution....Business response
06/28/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that they, the Production Manager, the Field Supervisor, and the original Inspector met with customer on 6/25 to review the project and discuss solutions. Customer also stated that she cannot have this corrected until 07/09/24 as she will be on vacation. We are getting her on the schedule to complete repairs once she returns.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Customer response
07/11/2024
This has not been resolved. JES did come to the house on Monday, July 8. The electrician was able to complete his portion of the work. JES stated that would follow up by 7/12 with additional information on the next steps. We are hopeful that this will happen as we have been waiting since April to have this work completed.Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ohio Basement Authority scheduled 5 appointments with me and never showed any of the 5 times they scheduled. After 3 months of trying to get them to do the job, I now can’t get them to give me a new schedule or date. I asked them to sent me a refund and they have not gave my money back. I repeatedly tried to call them and can’t get anyone to call me back. Looks like they took my money and ran.Business response
06/21/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) informed us he spoke with the customer and while there were different reasons for the rescheduling, (time conflict, truck break down) the GM completely understands customer's issues and we have cancelled the project, and made him aware that we have issued his check refund. As well as updated him on a timeline of when he should be receiving his check in the mail as well.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Customer response
07/01/2024
I have not received my refund as promised by Ground Works. This issue is not resolved until I receive the money they promised. They closed this complaint without verifying with me or resolving the issue.Initial Complaint
06/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Crypto performed work on our home without securing a permit. Our city refuses to approve the repairs because a permit was never filed. DryPro refuses to contact us to resolve the issue. Now we are stuck with repairs without a permit and cannot sell our home until this situation is resolved.Business response
06/19/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us there was a clerical error when we submitted the permit for 2nd St instead of 2nd Ave, which the town has both. We updated the permit info and it did pass. GM is sending the documents to the customer for his records.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Customer response
06/19/2024
DryPro resolved our issue on June 19, 2024. Issue resolved to full satisfaction.Initial Complaint
06/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Work done in summer of 23 did not fix all the leaks in basement. Sump- pump drywell has ruined back yard, was never advised to other options.Business response
06/17/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he spoke with the homeowner and he is amicable to us adjusting the price of the extra work quoted and deducting those fees that he paid originally that he would not have incurred had he had the option of doing the extra work at that time. As a result. GM is connecting with our service department to re-quote the extra work.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
625 total complaints in the last 3 years.
244 complaints closed in the last 12 months.