On Friday, April 12 we were notified by Homestars of a posting stating that we received "0 stars".
I received a call from the home owner, she was upset and accused us of not doing a good job in 2015. I listened to what she had to say before replying to her. After she finished talking , I explained that the job that was done was completed by another company which is no longer in Business, restructuring is not uncommon in any business and Waterproof Masters & Associates was not the company that performed the work.
I offered to go over and look at the waterproofing issues that she was referring to. I then explained that I was willing to send someone over to complete an infrared wall scan at no charge to see where the water was coming in, she said that she had to first calm down her husband.
She later agreed to allow us the opportunity to come over and take advantage of the free scan to check out the water issues. Our sales associate went and met with the homeowners. After the scan, our associate explained that the scan concluded the water was not coming from the previously waterproof area, but from the front of the house. He explained that with the nature of block foundations, water will fill the blocks and travel, he also advised that the concrete steps had to be removed in order to waterproof the front area. The owners were not happy with the findings, and proceeded to say that they didn't have the extra funds, but wanted to get the issue resolved and would be calling for 4 to 5 other quotes.
A few weeks later our sales associate followed up with the owners, and they said that they received 4 other quotes all in the same area that we quoted (the front of the house with removal of steps) with further recommendations to waterproof the entire front, not only the 3/4's. We never heard any other feedback from them.
Our response as follows:
Per homeowner posting: "Encountered some difficulty on west side, didn't go around corner to seal south wall at all".
Response: 2015, previous company inspection determined that water was entering from corner along carport side (West) and along concrete stair side (South). Advised homeowners that the concrete stairs required removal in order to properly and safely access the foundation wall along that side. Homeowner instructed that the funds were not there and to proceed only with the carport side as they were getting the driveway paved. February 2019, sales associated advised homeowner that the scan concluded water coming in along concrete stair side, and that the stairs required removal for waterproofing. Homeowners instructed sales associated that they were advised of same and that they were actually going to remove the existing concrete steps and replace them with wood stairs and deck.
Per homeowner posting: "This year, same leak, same location".
Response: 2015 area was never waterproofed due to homeowner budget limitations, regardless of recommendation brought forth. 2019, scan concluded water buildup within block at South side, associates professional opinion to remove existing concrete stairs and waterproof south side.
Per homeowner posting: "Estimator was rude and disrespectful".
Response: Our company remains and prides itself on our professionalism and continued success in our residential sector from 60% of residential referrals, and we are very proud of that! Our sales associate was not rude, and remained professional and respectful even during high emotions directed at him during this appointment. To that we say "fantastic!!"
Per homeowner posting: "Quoted $5000.00 for additional work".
Response: We have nothing to hide...... February 23, 2019 estimate with homeowner: Contract Price: $4,150.00 plus HST = $4,689.50 - includes 10 LNFT of waterproofing at 6 feet deep; new sump pump, pit and installation. As a gesture of goodwill, we discounted this price by 20% for homeowners. Recommended removal of stairs. Free thermal scan...."What a deal"!!!
Per homeowner posting: "Their ad says members of BBB, but they are not listed there".
Response: Correct, previous company is not listed....the account has been closed. However, we are listed. Waterproof Masters & Associates Inc. is indeed listed, with an A+ rating.
Per homeowner posting: "Don't go near these people unless you want trouble".
Response: We disagree, and we have many happy customers who disagree with that statement as well. Our residential sector is backed up with 60% referral volume...."Thank You to all our customers"!! If we didn't care, we would never send someone over, we would never offer a free scan of the area, nor provided any discounted rates.