Basement leak causes carpet catastrophe

Basement leak causes carpet catastrophe

COMPLAINT: Angie Thurman, Roswell, Ga.

"I had a leak around the main waterline in my basement. A serviceman from Aquaguard Basement Systems of Marietta [Ga.] came out to seal the area.

"However, the mess they left behind was more than what I was warned about. I put down drop cloths in the basement from the back door to the room where the leak was. The serviceman also put some cloths down, but not enough.

"He tried to explain why the resin [used to seal the waterline] was about 18 inches from the affected wall and on at least a foot of my 2-year-old carpet. From what I could gather, there was an unexpected burst of resin that shot out over the cloth he had laid on the floor.

"When I filled out a survey before the serviceman left, I told him I had to indicate that my carpet was ruined. At the time, I thought it was muddy water, and I would have made more effort to clean it if I had known it would harden.

"I never heard from the company, but they charged my credit card for the work. I received my warranty this past week with another survey to fill out in greater detail, which I did, asking them to call me."

DESIRED RESOLUTION: "I want an apology and their advice on how to fix the carpet."

RESPONSE: Tom DiGregorio, owner, Aquaguard Basement Systems

"When our employee arrived, the customer had put a drop cloth on the closet floor and the employee put plastic over the area as well.

"Our employee proceeded to work and unfortunately one of the ports that he had put in the wall blew out due to the force of the material he was injecting. This is a very uncommon situation.

"Unfortunately, the port landed on an exposed area of carpet in the closet. He immediately picked up the port and contacted our office to let us know. Our tech told the customer as well.

"Upon completion of the job, the customer signed off as being happy, but she stated she would have to clean the muddy area from the carpet. We should have addressed this right then and there. We dropped the ball by not following up with the customer.

"Since then, we have made all arrangements for the carpet to be totally replaced at our expense."

STATUS: Resolved

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