Ohio Basement Authority

The issues here with this customer are very unfortunate and of course there are two sides to every story. We did everything in our power to make sure this customer was satisfied and serviced with our proven “super service”. Our record speaks for itself. What the customer did not say is that the total job cost was $27,000 and that not until a family member got involved, after the work had started not at the initial consultation, is that when things went astray. His family member started to try and tell us how to do our job because he owns a dump truck and an excavator and knows how to dig a hole. Which, him not being trained in piering, which is our expertise, and not a member of our network or company, is not tolerable for our national warranty or insurance purposes. He even went to the extent of having us not do a portion of the job that had not been exposed yet and was on another wall, even though his family member called us, in his own words, “to stabilize the foundation walls”. We tried to explain to him that the problem is not the need to replace the block and footer, it is the lack of suitable soil under it. This unstable ground/soil is the problem. He could rebuild the wall and footing and would still have the problem, no matter how much reinforcing or “rebar and slurry” you would add to the wall, it will not fix the problem. All they would be accomplishing by adding all of this extra “reinforcing”, is add extra weight to an already unstable area. Causing it to sink and be right back to the same problem he called us to fix in the first place. I agree with Mr. [member name removed], that you definitely need experience when dealing with this type of project and problem, and how you could get confused on how to fix it, if not properly trained. All of our workers are certified by our National training center located in Omaha Nebraska. Our employees undergo rigorous testing and field training, in which the trainers are on actual jobsites until they are satisfied that the worker is properly trained. To take it one step further, we have certified engineers on staff and fully tested engineered products at our disposal to repair any issue that could arise. As a matter of fact, when asked, Mr. [member name removed]'s family member had admitted to never installing a single pier in his life. This customer had said, that “they do excavation and foundation repairs”, which leads us to ask, “Why did they call us then?” Mr. [member name removed] knows, since he is in the excavation business, that if you excavate too narrow, you can cause concerns of collapse and a potential life threatening situation for the employees working in the trench you are digging. The foreman on site tried to dig a narrow trench for them, but the trench, in fact, did collapse due to unstable soil, causing him to have to dig it wider for safety purposes. To address Mr. [member name removed] finishing the wall and repairing a couple of broken block: They requested to do it and to backfill it themselves with gravel. So we refunded Mr. [member name removed] $6500 because he wanted to do the back end work himself and for the couple of piers not installed because his family member insisted on us not doing the other part of the wall. Everything aside, we question, why that when this job completed over 6 months ago that they are now posting this on Angie’s List? Why not 6 months ago? We like to educate our customers and make everyone happy but unfortunately that is not possible. In hindsight we should have walked away from this job when we had the opportunity. We wish Mr [member name removed] the best and we are sorry that it ended in this fashion.

1. First, why did this customer choose to post this bad review MORE THEN ONE YEAR LATER???? 2. She got exactly what she paid for with the coupon with us and Angie's List. She got a full audit and we gave her a plan and options to maker her home more energy efficient. We followed up wither her several times. She was very hard to get a hold of and also did not return our calls to discuss the proposal. She just did not want to spend the money to improve the home. 3. Why she is unhappy one year later regarding the coupon and our company is a mystery? Many other customers had purchased this deal and were very happy.