Response from the owner - a month ago
Our crew showed up in one of our company trucks (All-Star Basements) and all had company t-shirts and sweatshirts on. Our foreman performed the normal walk through with the customer before the job started. Our checklist is initialed by the customer in all 6 spots before the job was started. We also have the contract/job sheet signed by the customer on our company's normal sheets with our name on it! After the job was completed the customer initialed ALL spots saying they were satisfied and the job was completed after the final walk through. We PAID to have a 3rd party plumber out to meet with her to be fair and satisfy any concerns. The sump pump and battery back-up installed were both BRAND NEW. Her pictures are after 2 months of being under water and normal. The old siding was damaged in very cold weather and we offered to try to find a company to fix it, pay for any company she found or give her money and she will not do anything to cooperate. She contacted our insurance company and the last time I talked to the adjuster he said she wouldn't return his calls and he was attempting to go meet with her. Rob has not been with American Waterworks for 4 years and that was definitely talked about on the phone. We are very sorry she is upset and have tried everything we can to work with her and fix any problems. We are registered with the State of Minnesota and sent her our Certificate. We have many other professional business memberships we do not need but choose to keep. We are in good standing with the Department of Labor and have every license required as well. This is our first and only complaint ever on here or anywhere and we take GREAT PRIDE in our work and customer service! We (along with the plumber) agreed and spoke with her regarding the dangers of the underground line (freezing in Minnesota and causing worse problems, her grading is back towards the house) and options for taking water away from the house are easily done on the outside later and not in the winter time. She has NOT had any water in her basement and the system is working properly.