ComplaintsforMidAmerica Basement Systems

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2023 Paid over $1600 for "deposit"This company claims that we cancelled our job, but have no proof or legal cancellation letter from ** Did not show up to perform work when promised and Refuses to give explanation on why they didnt, only says they thought we wanted to cancel Refuses to refund "deposit"

  

  Business response

  12/15/2023

  Our General Manager has personally reached out to this customer, and will be refunding the deposit. We apologize for the miscommunication, as we were under the impression the job that the project was already canceled, which is why we did not show up for the installation. We are hoping to keep a positive impression with this customer as we have now met their ask per their ****** Reviews and this BBB complaint. Thank you and please let us know how else we can help.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we gave them pictures and notes from our engineer and they gave us the quote Finished the job, not what the gave us as a picture of what it would look like, then said O if you want what we originally agreed on it will another $10,000 We paid the first $62,000 and said we will pay the other $10,000 if it fixes it and it helped but not much! called them **********, will not call back, emailed them and no response! They told us a engineer would be on site the whole time and no engineer ever even came!!!

  

  Business response

  09/26/2023

  I am having a very hard time understanding deciphering the message that was sent. I'm not sure what the exact complaint is about nor what the desired outcome is. Can this be written a little clearer in order for me to try to help out?

  Customer response

  09/26/2023

  The company told us a engineer would be on site for the lifting of the building! they told us the walls will crack but said nothing about the floor caving in, we gave them the pictures that our engineer took plus all the diagrams,figures and calculations, they scanned the floors to see what was under them so they should have known this would happen that the floor would give way after we payed them $62,000 then they said "o" to fix that problem it will be another $**** and after they foamed the floor it did not correct the problem!! so they lied to us,we have 4 people that will testify to what we were told! conveniently there sales man that presented there company no longer works there!

  We would like the owner of the company to come look at the finished project and tell us good they did !

  we would like to get refunded the (****) that they added at the end!

  The big thing is we feel there salesman took advantage of a bunch of retired poor people that live in a condo association just to get a big commission!  

  

  Business response

  10/03/2023

  Thank you for your clarification,

  It looks like we have a meeting set up between our General Manager and Production Manager at the property next week to take a look at the job and ********************** has agreed to pay for the work as well. 

  As far as the engineering goes, we do not have an engineer on staff or ever bring one to a job site, so I would find that hard to believe that this message was ever portrayed. However; our software we use to design the system was created by engineers in order for us to ensure the proper products, quantity of those products, and the proper spacing of those products are used to give the best result possible in each unique situation. I would assume this was were the confusion may have happened.

  We will be out there in about a week to get a better look at the property. Thank you.

  Customer response

  10/05/2023

   
  Complaint: 20655253
  
  I am rejecting this response because:
  
  Sincerely,
  
  Brookside ***************** *********

  We had four people with good reputations and no need to make it up, it is covenant that the guy no longer works there!  *************** believes it was totally scammed!

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with MidAmerica Base in the spring of 2022 for our driveway to be leveled and the cracks to be filled and topped with sand. Our driveway had cracks and unleveled areas due to a large overgrown tree that we had removed. The Salesman, *** came out to the home and bid the job, stating that he would be able to level the driveway, fill the caulks and it would "look good as new" Our biggest concern was the water pooling by our garage door and the concrete difference between the driveway concrete and the garage. He assured us that he would be able to make the entire driveway "flat" and then upsold us to fill all the cracks with caulk and top with sand to look good as new. We put down the 10% deposit on the spot to save some money and the project was scheduled for April 2023. We received a call that openings were available Nov 21st 2022, we took the spot. I was told that I did NOT have to present for them to start the work on that day. The crew arrived and immediately knew that they could not make the driveway level because it was Heaved from a tree root. The crew leader called his boss *** with his concerned but NEVER bothered to call me as the homeowner knowing this job could not be performed as sold and promised. As soon as the job was complete the crew leader called me to come back home from work to review the job and make the payment. I expressed my concerns right away that none of the drive was "flat" and he stated he did what he could and knew that it was not a perfect job. After months and months of going round and round with this company. They offered me 10% refund, I asked for $1500 (about 1/2 the cost). I received a check from them with verbiage that singing the refund would agree that no further work would be performed at our residence. The caulk they put down is already pulling away from the concrete, there should be a lifetime warranty on this. I am not signing the check and now asking for a full refund as they will not come back.

  

  Business response

  02/21/2023

  I have nothing to counter on this complaint. This project was bid incorrectly and the production team doing the install mentioned it as well. We failed to hold our mission true of creating a remarkable experience with ******************** and I am truly sorry about that.

  We will be issuing a full refund on the project and, if she will allow us, go back to fix any of the joint sealant that is already failing.

  Customer response

  02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They created new cracks in the concrete that were not fixed. It does no good to waterproof a basement and leave new cracks for water to seep into. They unhooked the water connections from the wall for my washing machine. They did not reattach it to the wall and the water lines are dangling from the rafters. They moved my dryer up against one wall breaking the dryer vent. That now needs to be replaced. They unplugged my freezer without authorization. They removed the contents but did not clean it is it now stinks. They did not clean one room. They left concrete chunks and dust all over the room.

  

  Business response

  01/04/2023

  Good afternoon,

  In response to the complain above in order:

  The majority of the cracks were due to the pre-existing waterproofing system with a poor concrete install afterwards. The vibrations of our jackhammers to open up the floor can cause these areas to crack. There are some cracks in certain areas but it is all in areas where pre-existing concrete work was done (see attachments ****** - Plumbing repair, ****** - Previous waterproofing).

  We did need to unhook the water connections, the dryer, and the freezer as they were not moved prior to the installation. (See attachment Lankow_Amy Signed Proposal). Page 3/8 is highlighted with all of the things spelled out for the customer to do prior to our company coming to do the work. We are not responsible for removing them and are not responsible for putting them back either. We have since been back to the home to do those things for **************** to show good faith in leaving the one room messy. We also cleaned up that room. We have also fixed the dryer vent and cleaned the freezer.

  Thank you for your time and we hope this has resolved the issues.

  Customer response

  01/05/2023

   
  Complaint: 18671012
  
  I am rejecting this response because:
  

  The dryer was moved out of the way with assistance of your employees.  I asked for their assistance due to being widowed and I was not able to move it on my own. Your employeee then moved  the dryer again and they broke the dryer vent. 

  The freezer was never moved! It is on an interior wall that did not have work done near it.  Your employee unplugged it to use the outlet for their tools.  They did not plug it back in so my freezer was unplugged for 5 days before I noticed the problem. It is your responsibility to clean it because it was your error, not mine! 

  There has never been previous waterproofing done in this house. The cracks I am concerned about are NEW cracks created from your workers. Why would you waterproof a basement and leave new cracks for water to seep in? 

  There is now another area in the basement that you did work on that water came in after the the most recent rain. This area has never had water in the past. 

  The company is scheduled to come 1/13/2023 to fix the cracks and the area they caused water to come in that never had issues previously. 

  This case should not be closed until all repairs are completed.   

  Sincerely,
  
  *******************

  

  Business response

  02/07/2023

  I am sorry for the issues that have happened at your property, *******

  It looks like since the rejection, we have been out to take care of the dryer vent and the freezer.

  As far as the water that has leaked, we do have you scheduled to take care of that this month. We just weren't able to get you in on our first available date due to scheduling conflicts, but I'm sure we can get this taken care of for you.

  We look forward to getting this cleaned up and have your water issues resolved. Thank you

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MidAmerica did some work on our basement to include raising the the floor using plastic squares to help with the waterproofing and warmth of our basement. The also placed in square carpet pieces. The issue is the carpet pieces are ripped up and the plastic pieces underneath the carpet are broken causing a safety hazard. We have made numerous attempts to resolve and keep getting the run around. This has been going on for several months with no return calls or attempt at resolution. Their only answer provided is the manager is on vacation and waiting for manufacturer to get back with them on the warranty. I want other customers to know they do not back their product!

  

  Business response

  08/23/2022

  Good afternoon,

  We are aware of the issue that is happening currently. This is material issue that is under warranty from the manufacturer and we are looking into and have been for over a month now. We have emailed that chain over to this customer as well. Unfortunately the carpet is discontinued by the supplier and they do not seem to have an alternative. We have tried to use an alternative carpet in a separate situation and it has not been successful. We are currently at the mercy of the supplier on what they plan to do at this point. We spoke to this customer yesterday 8/22/22 to inform them of what is going on. We also contacted our supplier again yesterday 8/22/22, and are awaiting a response.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid America Basement was contracted to relocate and bury 4 drain lines. I was asked to oversee the project for my 86 year old mother. The materials we saw from salesman were not the same used on site. The quality of the materials and the quality of their work was sub-standard. The work crews spoke poorly about their co-workers to us. The workers complained about not having good equipment to use. The company had to send another crew out to try to complete what the first crew started; but they cracked our sidewalk and did a very poor job of patching the sidewalk section they removed. Nothing like we were "sold" by the salesperson. Then when we started to try to get a resolution; no one called us or text us. No one is taking responsibility for the poor work that was done. One worker told us that 5 of their best service guys left the company just before our job started ... well that fact wasn't in their sales brochure! They are selling services which they appear to no longer have the skill set on staff to complete in a professional and timely manner. Now we wait for them to review poor work (been waiting since May 26th) and get back to us with a reasonable resolution.

  

  Business response

  06/10/2022

  Good afternoon,

  We have a our Sales Manager going out next week to this address, to see what this complaint entails. We would like to keep our customers happy and this was installed less than 30 days ago, so we will be taking a look at it right away. We have no internal office contact with the customer, other than the daughter calling in today to which we now have a plan to help with this situation.

  This is also not the customer making the complaint, but the daughter, who we did not do this work for.

  Customer response

  06/13/2022

   
  Complaint: 17409530
  
  I am rejecting a portion of this response because: Yes, ***** the sales manager has scheduled a review visit on June 16th. However, I have been helping my mom with this project since May 3rd when we first met with *****, a sales representative. 

  I also reside at the property. And I have a history of text messages with ***** throughout the process so don't let the reply fool you into thinking they're unaware of the poor quality of work they provided. I wish to implore the company doesn't paint an inaccurate picture to save face. The work they provided was substandard and they know it. Now it's just a matter of doing the right thing and getting it fixed properly and/or the invoice reduced considerably as we'll now need to find someone qualified to repair our sidewalk concrete issues created by MidAmericBasementSystems.   
  
  Sincerely,
  
  ***********************

  

  Business response

  08/30/2022

  After the original BBB complaint was sent from ****************, we sent ***** (Sales Manager) and **** (Service Manager) go out and inspect the issues. They did find some issues so we scheduled a team to go out and fix them on June 23^rd. **** then went back after the fixes were complete and **** and ***** were both happy with the repairs made and the final walkthrough. They have since paid the amount due and Bill let them know if they need anything further to not hesitate to reach out.

   

  

  Business response

  08/30/2022

  After the original BBB complaint was sent from ****************, we sent ***** (Sales Manager) and **** (Service Manager) go out and inspect the issues. They did find some issues so we scheduled a team to go out and fix them on June 23^rd. **** then went back after the fixes were complete and **** and ***** were both happy with the repairs made and the final walkthrough. They have since paid the amount due and Bill let them know if they need anything further to not hesitate to reach out.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩