ComplaintsforAquaguard Waterproofing Corporation

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sales representative told me there would be the replacement of one of my drains outside of my basement door, an industrial size sump pump? will be? installed in my washroom under my washer and dryer ?and a new line to it the replacement drain and that my existing sump pump would ?not be touched, I was told it can be a backup but I wouldn't need it. I was also told that the door of my basement frame would be removed and the brick inside ?of it ?would be "?bleed?"? along with the rest of the wall down to my water heater? along with the barriers when they dig up the basement floor?? . Then to finish it off there will be a capsule?/wrap? placed around the wall to ensure there was no more water coming into my home. However when the ?crew ?arrived my existing stump ?location was used, no additional line was added, no capsule?/?wrap on? the walls? because according to the ?team lead it would fire ?hazard, and they did not proof the the entire wall or corner because they unable to move my water heater?. Per my conversation with the team lead, this is something that they are not licensed to do?. I was in complete shock that the work I had discussed with the sales rep was not going to be completed and I would? need to incur additional expenses to remove the ?water heater?????? which was not disclosed to me?.? During that conversation, I was also shown the scope of work sketch given to the team by the sales rep for the work to be completed?;? the ?sketch was completely different ?from what we discussed?. In short, he violated our agreement by changes made without my consent. I immediately sent a text and called the sales representative as well as emailing the office staff. There has been alot of back and forth but, they are not willing to finish the work, refund me my deposit or clear the bill for the work not completed. I have no choice to ***** the process with another company loosing my deposit.

  

  Business response

  01/25/2023

  We installed a basement waterproofing system on 4/23/22. During the installation our crew changed the scope of the work in order to do the job correctly. This is not unusual as the crew can uncover unforeseen issues that the inspector is unable to see during the initial inspection. We performed two service visits on 5/4/22 & 5/20/22 to address customer's concerns. Customer was informed that the hot water heater would need to be removed & agreed per her email to us on 5/25/22. A service visit was scheduled for 6/10/22 - customer cancelled & we rescheduled for 6/24/22 - customer cancelled again on arrival. Customer did not contact our Service Department after that. 

  Repeated attempts to collect the balance owed went unanswered until 8/10/22. Customer responded saying our invoice was "invalid" & would send additional information & documentation, which was never received. We requested the information on numerous occasions with no response. 

  We apologize for any misunderstandings or miscommunication. We fulfilled our contractual obligations with some adjustments & have made several attempts to address customer's concerns. We are willing to compromise on the balance owed.  

  Thank you.

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response : I have phone records and emails showing I have been trying to have them finish the work.

  The services provided was not completed and they were not what was discussed with the sales person from my understanding is not licensed in the District.

  Also the sales person admitted he did not disclose to me that Inwould have to move the water heater and that some other "promises" was misleading.

  At this time the only satisfaction action can be for the balance to be zeroed out.

  The services have not been completed and the contract was signed under predictory practices.

  

  Business response

  02/23/2023

  From: ************************************** <****************@aquaguardwaterproofing.com>
  Date: Thu, Feb 23, 2023 at 2:19 PM
  Subject: Fw: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: *************@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  In repsonse to complaint #********/*********************: We are willing to finish the service work started & will accept 50% of the balance due. 
  
  Thank you,
  *************************************
  Controller
  AquaGuard Waterproofing Corp.
  ******************

  Customer response

  02/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The original quote and agreement needs to be adjusted for several items.

  a) Original agreement price included a new sump pump to be installed with lateral lines to my existing system under my washer and dryer. The scope of work that the crew provided however showed a note from the sale person to use the existing pump, therefore the price needs to be adjusted to reflect the recycling of my current setup since there was no additional lateral lines drilled.

  b) The prince for having the water heater removed and re-installed needs to be adjusted from the original agreement as well. This is an unexpected expense that I was not informed of until the crew was at my home. The sales person admitted that this was omitted from me . The avg cost for this is $1,000.00

  c) The vapor barrier was included in the original agreement however, this was not provided. Per the crew it will be a fire hazard. The cost for this also needs to be adjusted from the contract.

  d) The basement exterior door frame was  included in the originial agreement was to be addressed to stop the water coming , this was not addressed. The cost for this also needs to be adjusted from the contract

  Regards,
  
  *********************

  

  Business response

  03/09/2023

  From: ************************************** <**************@aquaguardwaterproofing.com>
  Date: Thu, Mar 9, 2023 at 3:16 PM
  Subject: Complaint #******** - Response
  To: **********@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  AquaGuard response to #********/*********************:  We will agree to a final balance amount due for $1000.00 & credit customer account for $2783.00. 
  
  Thank you,
  *************************************
  Controller
  AquaGuard Waterproofing Corp.
  ************* x ***
  

  Customer response

  03/28/2023

  From: ************ <************@*****.com>
  Date: Mon, Mar 27, 2023 at 10:11 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: ***** ****** <*******@mybbb.org>
  
  Good evening - this went to my spam folder.
  
  I am rejecting their offer because of their breach of contract. Also, I have already paid them $1,000.00 USD,  that should have more than cover the hours the crew was here.
  
  There is no outstanding balance.
  
  Thank you!
  Best Regards,
  ***** 
  ************@*****.com
  ###-###-#### Mobile
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were referred to AquaGuard by a contractor friend. We had moisture in an area along the back wall in the basement. We thought the source of the moisture was a foundation crack. We have lived in our home for 22 years and have only had 1 issue with water which was a foundation crack. The first foundation crack occurred approximately 2 years after moving into our newly constructed home. It was repaired and we have not had any additional issues until this recent one. This new issue occurred right next to the old foundation crack, so we assumed we had a new foundation crack.Aquaguard came out to look at the basement. The person explained that our problem was not a foundation crack and that we were going to have more issues with water coming in as we lived on a hill and house was aging etc. We were told we needed a french drain and sump pump. We paid $8700 for the work. It is an extensive job-they tear up your floors to put in a drain and they tear up a portion of your walls. To fix the walls we spent $7000. The repair to walls took 2 weeks due to sloppy cutting of wall supports by AquaGuard. The very day that my contractor finished repairing the walls-paint and all-it was raining. Well, water started leaking onto the floors in the exact place where we suspected a foundation crack! We contacted AquaGuard and they sent someone out and he quickly diagnosed a foundation crack! He opened up the wall and saw the crack. It was repaired quickly but again our walls were torn up. The water that was leaking in came from a foundation crack and it did not drain into the new french drain! So, the original problem was NOT fixed and we spent $15000+ for nothing! We must now get new flooring due to AquaGuard ripping up the floors to install the unneeded french drain. We have complained to AquaGuard and asked for reparation. They offered minimal assistance-partially repairing the wall and sump pump tune-ups.  We feel they misdiagnosed the issue and oversold us.

  

  Business response

  12/16/2022

  We apologize that there was an additional service repair needed after the installation. We addressed the issue promptly. We offered to repair the drywall that was cut for the second service repair. We will also offer to paint the repaired drywall if customer gets the paint. We will reimburse customer for cost of paint & repair the drywall free of charge.

  Thank you.

• Initial Complaint

  12/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Entered into contract to replace exterior entryway into basement mechanical room on August 6, 2021. Informed it would be approx 6 weeks for a "*****" style door due to unusual size. Down payment processed on August 30, 2021 and I started inquiring on status on Sept 27. Unable to receive status except "on order" until Oct 25 when informed it was shipping shortly. Door arrived with installation on Nov 20. Incorrect door arrived, for installation and installer wanted to build a wood frame in a high moisture area. Door was to have a locking mechanism or a swivel handle to secure the doors from the exterior. All calls to to company go to voicemail as I continue to follow up on the status of the correct door. I now have a tarp with a piece of plywood covering the area with no resolution in site.

  

  Business response

  01/07/2022

  Customer's project was completed & customer paid contract balance on 12/28/21. We apologize for the manufacturing delays. 

  Thank you.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contracted with Aquaguard for waterproofing work with the contract signed in August 2016. On/about 30 August 2021, I observed signs of water infiltration in the area where the original work was done. As the contract included a 10 year warrantee on the work performed, I contacted Aquaguard to get the problem corrected. They sent out an individual who decided there was no leak, despite the visible signs of water damage. They sent a second individual out to check the problem. Since then, I have not heard from the company. I have sent multiple emails and made multiple phone calls to a variety of company members with no satisfaction. Phone calls and emails go unreturned.I signed the contract, in part, because of the warranty. I would like them to honor it.

  

  Business response

  11/23/2021

  The General Manager has reviewed customer's file & would like to send a Service Technician to inspect the basement again. If the problem is occurring in an area where we did work we will provide warranty service repairs.
  We will wait for customer's response. 

  Thank you. 

  Customer response

  12/07/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  
  

*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. ↩