ComplaintsforOhio Basement Authority

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basement repairs were to be set up 12 no same as cash. Set up as interest loan. After months they fixed it but balance doubled? Green *** loans aware of dispute it is no their fault and **** Basement not answering them either. Payed for inside and outside work. Only inside done and it is not complete. They will not schedule to have the outside work completed. Big whole in my ground and thats all they did in January Due to weather. Charged for all the work. Only half done and financed balance is incorrect. Thus far they have not resolved the incorrect charge nor have they completed the indoor work or scheduled outside work

  

  Business response

  05/09/2022

  Hello ****, 

  Hello. Thank you for bringing this to our attention. Our management has informed us that they and the supervisors have left a few voicemails and have spoken with you to determine how we can best assist your issues to your satisfaction.
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was supposed to be 90 days before first payment, greensky said that ohio basement systems misinformed me on that. Repeated calls to billing department for price adjustment for the French drain I was charged for and later told was not needed. Billing adjustment will need to be made before payments begin. Attached is service agreement.

  

  Business response

  05/05/2022

  Thank you for bringing this to our attention. We truly apologize for the issues that occurred. We brought your concerns to our management team and we were informed that your Greensky account is being refunded for the cost of the french drain that was not installed

  Customer response

  05/05/2022

   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.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had OBS come out to do an estimate. They agreed to price match a competitor quote. We agreed to book the service and paid a $1700 deposit. After confirming we could cancel at anytime and we wouldn't have issues. We later got a cheaper quote and heard very questionable things about OBSs business practices. We called to cancel with a months notice. They said since they already bought supplies and pulled permits they wouldn't be refunding our deposit. As if they don't have a warehouse filled with the materials knowing full well sourcing it takes so long these days. As if it cost $1700 to pull a permit. This company is notorious for swindling people. I want my deposit back.

  

  Business response

  04/21/2022

  Hello ******. Thank you for bringing this to our attention. We brought this to our management team, and we were informed by our General Manager, *****, that after speaking with you we have come to a resolution and the refund is processing. If you have any other questions or concerns please reach out to Aaron using the contact information he provided. Thank you, Ohio Basement Systems.

  Customer response

  04/26/2022

   I am rejecting this response because the refund has still not beenreturnedto my credit card.:
  
  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had this company do work for me in January. They will send out a smooth talking sales rep to tell you what you want to hear. Guarantee that they will beat any other BBB credited businesses quote by 10% but then charge you more than the quote stating that they have a better product that is why it will cost more. Other quotes have an electrician that will install a GFI plug but in their small fine print, states that I would have to provide my own. Day of the job the foremen and I are both wondering where the electrician is only to find out the company removed that part to "match a quote". They will reschedule almost every appointment they make causing you to miss more work. They will drill random holes in your brick for a discharge line, then have to redrill it several times because they cant take the time to measure and then state "its hit or miss". They drilled into my french drain and cracked it because they failed to measure. Still waiting on that to be replaced. I have called so many times and am always told I will get a call back which I NEVER do. After the product was installed, I still had a basement leak on one of the problem walls they were supposed to fix. When I called to address this I was told they would have a look at it the following Monday that I had an appointment with them to re-do the discharge line (which also now leaks near the pump). When they were here the guy basically told me he might have to open the concrete back up, but ultimately didn't do anything or even file a follow up to come back out and fix the issue. I waited two months for the concrete to cure, started putting up new drywall, new studs and insulation, only to find the leak still occurring in the same place. They state that they are giving you a sealed crock and a superior pump, but that is another promise that they do not grant unless you call and hassle them about it. I chose this more expensive company based on false promises and undelivered service.

  

  Business response

  04/12/2022

  Hello ***. Thank you for bringing this to our attention. We brought your concerns to our management team, and we were informed by our Production Manager, ****, that we have a crew going out to repair the discharge line. We are working to resolve all of your concerns. Thank you, Ohio Basement Systems.

  Customer response

  04/22/2022

   I am rejecting this response because:
  
  
  I have received too many empty promises and been let down too many times by this company to get my hopes up. They've costed me more in stress, time, and not showing up than I care to experience again. At this point they are only trying because this report has been made. If not I'd probably still be waiting on my calls to not be returned.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Entered by bbb staff mc

  Consumer states she gave the company a down payment of $4,661.55 in April and they were to do the work as soon as possible. Consumer states they came out in August and she was told that she needed to remove some things in her garage and around the house before the work could be done, as it would be messy.

  Consumer states they set another appointment for December 14th, and they came out and they said they could not do the job. Consumer states they told her they would not be able to do a good job and that she should contact the company.  Consumer states she called the company and was told that she would get a refund of her down payment.  Consumer states she never received a refund.  Consumer states she called the company and asked where her refund was and they said that they refunded her Visa on September 23rd, consumer states she has the cancelled check and that she did not use her Visa to pay.   Consumer states that she was told they would speak to their finance department and get back to her but she never heard back and she never received the refund.  

   

   

  

  Business response

  01/25/2022

  Hello *********. Thank you for bringing this to our attention. We brought your concerns to our management team, and we were informed when our structural crew arrived the wall was too far gone to be able to install reverse wall anchors. We truly apologize about the issues that occurred and for the miscommunication however the wall will need to be rebuiilt and this is out of our scope of work. In addition, your refund was processed last week. If you have any further questions or concerns please let us know. Thank you, Ohio Basement Systems. 

  Customer response

  01/26/2022

   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. Thank you BBB

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Ohio Basement Systems (OBS) to complete several projects this year. Complaining about the basement waterproofing contract which was completed on July 6, 2021 and comes with a 5 year annual service plan and a lifetime transferable warranty. Our complaint is that since December 10, 2021 we have contacted OBS over 6 times via phone and also sent an email to OBS which they did not respond to. OBS made 4 different appointments to fix our serious basement leak since December 10, 2021. They did not show up, did not call to tell us they werent coming, never called to follow up and when we called for an explanation all we got were excuses. This happened to us 4 separate times with a no show each time with the latest no show (4th no show) yesterday between 2-4pm. When we called yesterday we were told management went home for the day so we could not speak to them. What a horrible way to treat a customer who has paid over $20,000 and complied with all contract terms. OBS is not complying with contract warranty and annual service plan terms. We are very, very unhappy and disappointed customers.

  

  Business response

  12/27/2021

  Hello *******. Thank you for bringing this to our attention. We brought this to our management team, and we were informed after we received your feedback on your Google review on Thursday, December 23rd, 2021, our Operations Manager, ****, informed us that we did complete the work and you were happy. If you have any further questions or concerns please reach out. Thank you, Ohio Basement Systems.

  Customer response

  12/27/2021

   I am rejecting this response because:
  It does not explain why Ohio Basement Systems failed to show for the first four appointments.  Additionally, we have not yet received an appointment to fix the problem with the *** they installed.  The *** keeps tripping when the power goes out and then comes back on.  Our problem is with the way Ohio Basement Systems manages appointments and how they keep customers informed.  The crew that showed up did do an outstanding job and we really appreciate all their hard work.

   

  
  

  

  Business response

  12/29/2021

  Hello *******. After bringing your additional concerns to our management team, we were informed by our Operations Manager, ****, that you have a battery back up and when the power goes out it will keep the basement dry. When the power goes out during a storm and the primary AC powered pump is trying to kick on and draw electricity, this will pop the *********** soon as the power comes on. This is nothing we did wrong during the install, that is simply the safety function of a GFI outlet. As soon as this happens, our pump sounds an alarm which does not stop until it is reset, indicating the primary pump lost power. This is an indication to the homeowner that they will also need to reset the GFI. Unfortunately, the pump needs to be plugged into a GFI outlet to be up to code. We are glad the crew was outstanding, and we apologize for any scheduling issues. Thank you, Ohio Basement Systems. 

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an internal drain system and new sump pump installed on November 1st and 2nd. The day the work was completed, our basement started flooding whenever the washer was run or bathtub drained. There is a water line clogged or damaged and it happened after the work was done. I have reached out for the last week and left countless voicemails. No one will get back to me. I just want someone to come out and see what was done wrong, if anything. If it's a coincidence then fine. I just want a return call and for someone to see what is wrong and try and resolve it.

  

  Business response

  11/29/2021

  Hello ******. Thank you for bringing this to our attention. We brought your comments to our management team, and we were informed a voicemail was left for you on Friday, November 26th, 2021, to inform you that we can have a crew out on Wednesday, December 1st, 2021. Please reach out to ensure this works for you. Thank you, Ohio Basement Systems.

  Customer response

  11/30/2021

   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.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 06/26/2021, I signed a contact for foundation repairs with Ohio Basement Systems and paid a deposit by check for $********. The agreed price per the contract was $*********. The work was scheduled to be completed September 22-30th, 2021. On Sept 25th, I reached out both to the business office as well as by email to ******* ******, who sold me the job, inquiring why no one had shown up to start the job or communicate a change of start date? ******* responded that they had changed my work dates to September 24th-30th and he assumed that the workers would show up on Monday Sept. 27th. End of day on Sept. 27th, I reached back out to ******* to find out why no one showed up. He responded that he would find out. After hearing nothing back from ******* over the next week, I left several voicemails for someone at the office to call me back. No one ever did. On Oct 13th, I reached back out to ******* by email expressing my frustration and asking that they cancel the contract and refund my deposit if they weren't going to complete the work. ******* responded that the mason had been out to my property on Oct 4th and had questions about landscaping. I responded that I didn't care about the little remaining landscaping in the work area and they were free to proceed as per the contract. On Oct. 19th, ******* emailed to say they would be having a meeting with all involved parties and he would call with more info. He called later and day and explained that when the mason had been out to the property on Oct 4th, he determined that the scope of the work was much greater that the job I was sold. The mason stated that the repairs would likely be around $******. ******* said that the office was trying to figure out how to proceed. I'm not willing to pay an additional 50% above the quoted price to have Ohio Basement Systems complete the job. My calls are going unreturned. I feel like I've been "bait and switched". I want the contract voided and my deposit returned ASAP.

  

  Business response

  11/18/2021

  Hello ****. Thank you for bringing this to our attention. We apologize about the issues that have occurred. We brought your concerns to our management team, and we were informed the contract is cancelled and the refund is being processed. If you have any further questions or concerns please let us know. Thank you, Ohio Basement Systems. 

  Customer response

  11/18/2021

   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.

*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. ↩