ComplaintsforRCC Waterproofing

• Initial Complaint

  16/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first experienced water leaking into my basement in the Spring of 2021. We hired RCC to perform waterproofing of our home after our plumbing and foundation was inspected with no leaks or cracks found. At the time, Ramy M. from RCC (a Consultant at the company as per their website) was assigned to our case. Given the significant amount of water coming into our home, we asked that he refer a contractor to help with drying and demolition to avoid mould formation, to which he said he had contacts for this. Despite numerous phone calls emails, voicemails, etc, he failed to provide a crew for this. Ultimately after months of trying to contact him, I sought out a third party who assessed the damage and deemed that mould had formed throughout the entire basement, and that the entire basement would need to be demolished and treated for mould. Fast forward, even after the waterproofing has been done, we have continued to have water coming into the home. Ramy and his team at RCC initially responded, but have ignored our phone calls and have gone so far as to say that the wet materials (laminate, drywall, baseboards) don't need to be removed. Again I had a third party contractor come in who removed the laminate and found rotting laminate and mould (smells extremely foul), which again needs to be treated before this area of our home can be habitable again. Ramy and RCC do not care about their customers. It is within their wheelhouse to deal with interior damage related to water, and they have decided to not take on any responsibility. They are comfortable with homeowners conferring public health risks by way of mould exposure if it means that they don't need to get involved. I am extremely concerned about how they conduct their business and urge the BBB to investigate.

  Business response

  22/03/2023

  Unfortunately Ramy and the homeowner were having communications issues due to the fact that multiple parties were involved including the property management and another contractor.  

  The office and management was made aware of the lack of communication through a bad review, which was responded to quickly. 

  Our main office has a staff of 15 people including customer service, upper management, and ownership. 

  If the homeowner would have reached out to the fully staffed office to let us know of the communications issues, then we would have dealt with it promptly avoiding all these issues. 

  We are now in contact with the homeowner and are in communication to find a resolution.

  We take this matter very seriously as RCC is a family run and operated business, we take pride in our customer service and want all our clients to feel like family. 
  

  
  

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