ComplaintsforBadger Basement Systems

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 17th 2022 we had Badger Basement Systems out to our home to quote us on installing an egress window at our home. During the quote process the lid to our sump crock was removed to verify that there was drain tile coming into the home. We left on vacation shortly after this and came back to a flooded basement. The salesman when they put the lid back on to our crock blocked the float switch from being able to move, the sump never turned on during the worst storms the ******** area had seen all year. I reached out to the company requesting their insurance information on the 22nd of August and they told me they wanted to have ServiceMaster out instead to handle remediation. ServiceMaster came out and quoted $4402 to do the remediation. When I spoke with **** at Badger Basement Systems again they informed me that that was too much money and they offered at that point to split the cost with me. The work being proposed by Service Master was all pretty straight forward and as it had already been 24 hours we had already proceeded with the demo as everything we had read indicated that mold needs to be stopped asap. I asked if we could get a discount on the egress instead. At this point I was informed that they wanted to use insurance. It had now been a week. It took 3 weeks with their insurance company to finally tell me that Badger Basement Systems said they didn't do it. I am asking simply for Badger Basement Systems to honor their original offer and split the cost of fixing their salesman's mistake, however I have already moved forward with a different company for the egress install so at this point I would submit receipts for reimbursement. I have attached the email correspondence I had where they agreed to split cost and the quote from ServiceMaster

  

  Business response

  10/31/2022

  Our apologies, we did not receive a letter or a call with the complaint.  Can you please verify what you have down for us for contact information?

  In regards to the complaint:

  We were contacted by ***************** on 8/9/22 (address is the same as on the complaint) for a free estimate for an egress window installation.  When doing an estimate we do need to see in the existing sump crock to verify if there is inside/outside drain tile draining to it.  Egress windows have a large window well that does need to have drainage of some sort.  If there is existing drain tile we can often connect to that.  We were given permission to remove the lid and it was replaced just as it had been on there.  Also, we noted (and took a picture of) someone had already started excavation to install a new well, creating a large hole outside the foundation, by the existing basement window.  This is a huge concern for a potential water issue.

  *** contacted us again on 8/29/22 wanting our insurance information.  We always try to find out more and see what we can do to help, which is what we did here and we offered to have service master out for the water clean up, not demo work or replacement.  *** was not home when the water came in, so he could not see if the pump had worked or not.  Also, with the large hole outside the window, that is a big concern as well.  Also, *** said there was damage to carpet and padding, which when we were out for our estimate, had already been removed.  The quote *** asked for from service master included more that we had discussed, though we still did offer to pay for half of that, which he did not agree to.  When he did not agree to that we agreed to his original request of submitting it to our insurance company.  This is what he requested.  Our insurance company and their adjuster determined it was not a fault of Badger and denied the claim.

  At this point, as we did not do any work for *** and also had our insurance company work with him, we feel we have done everything we can for him.  Please see attached pictures.

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I agreed to the split on the expenses.  As per the attached email.  The business reneged on that deal after they had an owners meeting and changed their minds.  **** even stated " I Do apologize for making a potential offer before discussing it with the group,..." 

  That said I was considering continuing to work with this company for the install of the egress window and had proposed they just knock the price off the install, however at this point we have had the work done by a different company.  

  As for the statement on agreeing to water remediation, remove carpet and drywall  is what ServiceMaster said needed to occur to remediate the damage.  *********** should resolve this complaint with the agreed upon amount, $2200, being paid to us.   
  
  Regards,
  
  *****************

  

  Business response

  10/31/2022

  On the initial phone call between **** and ***, **** was not made aware of all of the circumstances in the basement or outside.  After that phone call and her initial offer to split the cost was denied, looking into it further (and seeing the hole outside, and pictures of previous water damage) there were many more things to consider than what she was told on the phone.  When *** again denied her offer and wanted to go through our insurance we accepted that from him.  By him wanting to go that route and not giving us all of the proper information when he called we feel that there is nothing more we can do here.   See attached letter from our insurance.

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I didn't reject anything and your insurance agent agreed that the hole on the opposite end of the yard would have had no effect if the sump pump had not been obstructed by your representative.  I am including again the full email conversation as it came through that clearly shows **** knew all of the circumstances involved when she offered to cover half the expenses.  I never rejected the offer simply suggested it would be easier to take it off the cost of an egress window install instead of splitting expenses with ServiceMaster.  You all rejected that when you decided to get insurance involved.   The "existing" water damage was not pre-existing, the basement flooded while I was gone for 10 days on vacation.  Per experts, both referred by your company, it only takes 48 hours for mold to set in.  Neither of them told you pre-existing, you are simply assuming that based on the photos.  Huge delays in responses, both in your company asking to send someone to the home to assess water remediation, then weeks for an insurance agent representing you all to arrive, and finally well over a month to respond to a better business complaint.  I strongly encourage you to read through the email chain again to refresh your memory before responding.

  
  

  It is clear to me you are grasping at straws here to simply not take responsibility for your persons actions.  Which is a disappointing move for a company that supposedly is praised for their ethical business practices.     
  
  Regards,
  
  *****************

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