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Basement Remodeling reviews in West Suffield

  • D
    Better Built Basements LLC
    Let us start by reiterating that we would not use Better Built Basements in the future and also will no longer recommend Better Built Basements to friends or neighbors.  A company and owners that do not stand by their work and their word is a company that should be avoided.                                                                                                                                                                                  
    Here is what happened...on February 27, 2013 damage to our finished basement occurred as a result of water entering the basement through the newly installed egress window opening.  The egress window is below the surface of the ground and is built out from the foundation of the home.  The egress window well which was built for the egress window and installed by Better Built Basements, was not properly backfilled on the exterior.  This caused water to enter the window well and build up to the point where the water then entered the basement.  BBB's assertion that the incident stemmed from a drainage and not installation issue is inaccurate, as no previous drainage issues existed at our home before installation of the egress window and window well, and subsequent backfilling of disturbed soil from the installation was the responsibility of Better Built Basements, LLC.
      
    Several times prior to the February 27, 2013 incident we informed members of the BBB team that we were concerned with the ditching and grading issue around the egress window well.  No action was taken to address these concerns and through BBB's insurance company (yes we were forced to deal with BBB's insurance company as BBB asked us to direct all concerns to them...can you say Customer Service) they have attempted to shift blame to us as the homeowners.  Really, this is our problem?  Apparently the reason the issue could not be addressed is because upon installation of the window we did not want a huge pile of excavated dirt left in our yard and paid $150 for Better Built Basements to remove it as part of their clean up (I would have thought that was included in the $5,000 price tag for the egress window, but ok).  We were asked, "what would you like us to do with the excess dirt?" At no time were we informed or was a recommendation made to keep some or all of it to address settling, ditching, or grading issues.  However, following the incident on February 27, 2013, BBB falsely informed their insurance company that we were properly informed and still requested that all the dirt be removed.                                                                                  
                                                                                                                                                                                                                   
    Essentially, an issue occurred and Better Built Basements promised to fix it and repair any damage and then stood behind their insurance company and directed blame to us, their customer.  Had nothing gone wrong we might have no complaints, but as potential customers you can't afford to take that chance with Better Built Basements because when something does go wrong, they won't stand  by their work.  Instead, they'll try to deflect blame and work with their insurance company to avoid taking responsibility for their actions.  The price tag is too high to take this kind of chance in your home.
                                                                     
    Following the egress window issue, BBB came to our home and fixed the exterior backfill and grading issue around the egress window well.  This was essentially an admission of liability.  Where they got the dirt, which was so difficult to find prior to February 27th, is a mystery, but they found it pretty easily.  The owners sat at our table and told us that once they made the corrections they were 98% sure it would not be a problem again.  With respect to the water damage (including 3 rolls and 948 sq. ft. of carpet that we purchased and were preparing to lay), they said that our satisfaction was their priority and they would "make it right" and that was "why they had insurance."  They lied to us and shortly thereafter stopped communicating with us and directed us to their insurance company.
                                                                                                                                                                                                                   Their insurance company, Main Street America Group, did not reach out to us for several weeks and NEVER sent an adjuster to the house to inspect the egress window and associated water damage.  Despite our efforts to submit detailed evidence to support that Better Built Basements was responsible, they listened to their insured and sided with their client.  As a potential customer, you can't afford to work with a company whose insurance is a joke.
                                                                                                                                                                                                                   
    It doesn't matter if you use BBB to install a window or some other renovation, the fact remains they lied and put saving themselves a financial obligation ahead of their reputation.  There is nothing that the owners of BBB can say that will change the fact that they did not stand by their word and workmanship and have rightly earned a very dissatisfied customer.
                                                                                                                                                                                                                   You may see pictures of nice basements on their website, but you won't see any of our project.  Why is that?  We have plenty of photos and would be happy to share them with anyone.  Since the repair of the backfill around the egress window well, and throughout this very rainy spring and summer, we've had no further problems with water.  Better Built Basements can maintain they feel it was a drainage problem or somehow our responsibility to keep a pile of dirt in our yard to fix their issues, but the truth of it is that it was the result of the hole they left in the ground around the egress window well.
                                                                                                                                                                                                                   
    Since, we've had multiple professional contractors come to our home to assess the need for repairs and they all agree that it is completely false to say that the problem was the result of anything other than the backfill and grading around the egress window well.  You might hire Better Built Basements to do work in your home and it might go okay, but can you really take the chance your home will be damaged instead of improved, and that you'll be left with months of headache?
                                                                                                                                                                                                                   
    We hope others will learn from our mistakes.  The first was hiring and trusting Better Built Basements to stand by their work and word.  The other was making our final payment to them prior to and trusting that they were going to fix the problem they'd left outside our home.  Regardless of which contractor you are working with and what type of work you are having done, never give up your leverage and make final payment until you are 100% satisfied...we learned the hard way.


    - Andrew H.
  • A
    Santos Roofing and Home Improvement
    It was very well. Great quality work. Very honest and genuine.
    - Alisson N.
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Basement Remodeling Contractors in West Suffield

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