Green Mountain Basement Solutions LLC

"This whole review is an attempt to smear our company. The actual work was performed for the previous owners prior to selling as the paperwork is in their name. We installed the piping as instructed and agreed by THEM. The carbon fiber strips were quoted on only the exterior basement wall that we could see. We arrived and all the interior walls were removed therefore exposing the exterior walls. Our Foreman merely offered to install the strips at the regular price we charge, they refused them. With any block wall that has significant mortar cracking the option of stabilixation was made and they simply refused. We were called during Christmas break while the company was off on vacation. We were told that they installed a bucket over a small pvc leak, When we returned, we were told that the joints were not glued, but THEY glued them but they would like the pipe's location moved. We still sent a tech to check the entire system out. We then scheduled a tech to go back and move the piping two feet so it was in another location. Six calls were placed by the owner of our company to ensure that they were happy and a text was sent back that they were. We install hundreds of pumps and systems each year as a certified Grate Installation Company and strive to provide the very best customer service possible.The waterproofing perimeter system and the carbon fiber stabilization have been 100% effective."

"We installed a perimeter system and partial vapor barrier over 2 years ago. We installed a new Santa Fe dehumidifier. We also went back to the house to look at the attic and send employees back to look at additional work that needed to be completed upstairs that they declined to have us do. During the installation of this system in this large basement, they declined to have us install spray foam. The waterproof system has worked great and kept the basement dry. They called in and emailed to us asking to have us come back and install the spray foam. We told them that due to the severe flooding, we are booked for months performing waterproof systems. The customer had two service issues that concerned them, one was a small piece of pipe that had been installed years ago when the stone foundation was built, needed to be cut off and sealed and the dehumidifier seemed to run allot The customer was calling to speak to the owner (who does not handle these issues, our service dept does) who was out with his family with a hospice situation as a family member had a terminal illness. Our service department did miss the appointment that was originally scheduled as their house is over an hour driving one way. They did respond and cut the pipe off and explained the warranty policy of the dehumidifier Company. They require the end user to contact them directly, we are not allowed to work on these units. Our service dept called into the dehumidifier company and reported the unit as required. They took care of the problem immediately. This is THEIR policy and not ours. It is no different from any other appliance purchased at any other store. This was explained. The main area of disatisfaction is the customer attempting to reach our owner for a issue that he would have told them, "we need to send a service tech". The customer was told that his father was terminally ill and he was not in the office and company staff assisted as best as they could. Unfortunately we cannot move everyone to the front of the line. The emailed calls were answered and told of our schedule and how busy we were during the flooding that is a crisis at times in Vermont. We received over 800 phone calls/email requests in one week from people in panic. This was a small service call that was in no way an "emergency". If one of our customers was having a true emergency, our staff is committed and has been. Our owner's father had terminal cancer that required him to be out of the office. He still received a large number of calls of which our staff handled if they were of a service concern, and this was."

"We have explained to this customer that the warranty is a manufacturers warranty and not a warranty provided by Green Mountain Basement Solutions. This was a pump install that was installed many years ago when New Hampshire was a area that Vermont Basement provided pump installations. That territory has since been a area we do not service. The customer has asked us to provide a "cleaning" and preventative service. We simply stated that we do not service the area anymore. There is a Grate Dealer now within 30 minutes from the customer in the next state as it is 2.5 hour drive. There is NOT a required service for the warranty to be kept in force. Our service department is and always is willing to assist if there was a problem with the pump, which there was not."

"We received a email from you on June 6th that there was some items of dissatisfaction. Every call to our office is logged and to date there is no calls logged other than a single call inquiring about the warranty paperwork. The warranty paper work is completed once per month by the companies accountant as it is tied to accounting software as this was explained. Once I, the owner became aware of the vapor barrier adhesive not holding and that a small amount of epoxy was on floor, The customer was called immediately and arrangements were made to remedy. Once we received the email, the customer was sent the paperwork within 48 hours."

"I have been in the hospital with my family with my Dad who has terminal cancer. I have Not been able to participate in this transaction as I had to leave it to my staff. It was not until I read this email that I knew everything that [Member name removed] had gone through and the extra cost incurred by him. My goal was to help him get into his new house and I feel if I had been present everything would have been on time and proper notifications would have been made. I have emailed Chad yesterday stating that we will send him a $2000 check immediately in today's US mail. We also will have a credit annual service for his system at no charge on file. This situation occurred due to my family having to be at the hospice/respite house. This has been a very difficult time for our family as we have not been able to be at the office at all in the last 2 weeks. We hope that this will resolve the situation and they can enjoy their new home,"

"Thanks for the review. The chief complaint in this basement was NOT how our system was installed, It was because the customer did not like the way our staff cut the sheet rock walls to expose the foundation. It should be noted that we do NOT cut walls or perform finish carpentry, we are a foundation company. In the process of removing 4.75 tons (big basement) of concrete debris out of the basement in 5 gallon buckets, we accidentally clipped off a 1/4 inch condensate line. The Production Manager, who oversees ALL system installs, promptly went to the home and explained that the people you hire to restore the walls simply can re-cut the walls with a chalk line. We offered to replace the (less than $1.00) condensate line. We responded with an apology but with an explanation that they were listening to another contractor "bash" us without an understanding that we are foundation contractors and NOT drywall or finish carpenters. It appeared to us that the homeowner was listening to other contractors who were criticizing without understanding. The demand to have additional employees or owners to come to their basement was simply NOT necessary as the proper Manager was present several times to meet and address the needs of the homeowner. Our State was in a crisis of emergency flooding when this was being resolved. We still responded even though it was incredibly difficult. The end result is we responded to this customers concerns, offered free annual service and offered to repair the condensate line. This basement was enormous at almost 200 linear feet as the standard average basement is 110 linear feet. This basement was a very difficult project. The amount of manual labor to remove almost 5 tons of debris out in buckets is also incredible. We issue a lifetime dry basement warranty that stays with the home and THIS BASEMENT IS NOW A DRY BASEMENT."

"When we scheduled the customers basement we were in the middle of a large project that the customer added several options. We did explain to the homeowner that once we start a basement, we cannot leave. The homeowners were very understanding and patient. The tape we used on the vapor barrier did not adhere properly and our service manager did repair the tape. The response time is scheduled based on emergency. We worked the minor repair in around our largly scheduled emergency service that we provide. A copy of the warranty was hand delivered at that time. The customer had asked for a signed copy which was mailed yesterday. The homeowners were a pleasure to work with."