ComplaintsforJaco Waterproofing, Inc.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was done on my home after moving in, March 2022. The work was to repair the leaking foundation. Since, the leaks remain and have become more severe due to Jaco tying the downspouts into the newly installed "French drain system". The company came out to repair an issue with where the sump pump was leaking but refused to repair the other issues with the installation/foundation. I now have three severe leaks, one of which is under the electrical panel. The engineer's recommendations were not met and I still have leaks. Jaco's website states their work is warranted but they refused to come back out to fix their mistakes. Please help me resolve the issues.

  

  Business response

  03/06/2023

  We have no records of being notified of this issue by anyone at that address.

   

  A Rep is reaching out to this person for follow up

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Deceptive and not trustworthy. Their workmanship was fine, but after their crew damaged a water pipe in the basement, I was not reimbursed for the damages like they said I would be. First, they gave me contact info of a plumber to have the repairs done. They said to send an invoice from the plumber to have it reimbursed. Once the repairs were complete, I paid the plumber and sent JACO the invoice. After some time, they changed their tune and tried making an excuse about how I was given a discount on the project that I should not have received which netted out with the plumbing fees. I had a cash discount applied to my project. I was instructed to call their office to arrange payment and the representative on the phone asked for information off of a check for the payment. I provided the information and paid for my invoice with a check. Check is often considered "cash" as there are no credit card processing fees. The representative made no indication that I am paying my invoice, which has the cash discount listed, incorrectly to void or change the amount owed. They used this against me saying that since I paid with a check, I received a discount I should not have, therefore I should not get reimbursed for the plumbing repairs I had to foot the bill for. If it is true that they do not consider check as part of the cash discount, their rep should have informed me of that when I was paying by either telling me to pay with cash or telling me the updated invoice amount if paying by check. Additionally, the main project/sales person I was working with the entire time should not have told me I would be reimbursed and to use a plumber of their choice. I would have easily paid with cash, not check, if instructed to do so. I would have also used my own plumber instead of theirs if I was paying for it. Overall, very poor customer service. Pushing blame onto me for multiple mistakes on their end. Looking for a resolution to a rather simple issue. Pay for the damages.

  

  Business response

  02/21/2023

  The customer took a discount on the job that resulted in a greater amount than agreed upon ($375.00).

  He submitted a bill to Jaco ($300) for damaged work at his property.

   

  375-300 = $75.00 that he actually owes Jaco but we are willing to give up to appease him.

   

  Thanks

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have included the signed estimate which shows the discount amount that JACO is disputing and saying was not agreed upon.

       * Has the company addressed the issues of this dispute? 

  No

  
       * If not, why? 

  They are saying I took a discount that was greater than agreed upon ($375). We agreed upon $375 (4% discount) from the beginning and it was listed on my invoice. I was charged and paid in full the amount that reflected that agreed upon invoice with discount. After paying my invoice in full, I was instructed to pay for plumbing damages and send them an invoice of the repairs to be reimbursed. Those damage repairs were not reimbursed.

  JACO is trying to refute this by saying I should not have recieved the agreed-upon discount since my payment was done with a check. The problem is that their clerk, with my invoice in hand, instructed me to pay by check over the phone. It is JACO's responsibility to charge their customer the correct amount. If the clerk took check payment and that was supposed to negate an agreed-upon discount listed on my invoice, then the clerk should have mentioned the new invoice total before payment. This was not the case and my payment was applied to the original invoice that included the discount. This company is failing to take responsibility for their billing issue. They are also avoiding responsibility of the damages their crew caused. Leaving a customer stuck with a bill for the damages their company did is representative of awful customer service. They are being deceptive. I paid the invoice per the company's instruction. I had the repairs done per the company's instruction. I submitted the repair invoice for reimbursement per the instruction. Now we just need reimbursement to the customer. (me)

  
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 

  No offer or resolution has been made
  
  Regards,
  
  ***** ****
  

  

  Business response

  02/24/2023

  We agree that Jaco's "Clerk" made the mistake of receiving the incorrect payment amount and that amount was a discount that the customer had knowledge of and took advantage of.  The "Clerk" had no knowledge of the discount or the damage at that time. In the Payment process our "clerk" does not see the details of the project just the balance due.

  When the mistake was discovered Jaco determined that it was in the best interest of the Customer not to ask for the additional $375 that the customer had kept, rather allow the customer to keep that $375 as it has also been determined that Jaco agreed to pay for $300 in damages during the project allowing the customer to keep $75 for their additional troubles.

  Jaco is sorry for the confusion but it seems the term deception is being used too loosely. Mistakes were made and we hope the additional $75 covers that.

   

   

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Jaco: We agree that Jaco's "Clerk" made the mistake of receiving the incorrect payment amount and that amount was a discount that the customer had knowledge of and took advantage of.

  *****: Glad that we can agree on the mistake. Check and Cash are often both included for cash discounts for services/payments. This is reasonable. I did not "take advantage" of anything of anyone. I followed the instruction of the clerk to pay my invoice. Her instruction was to provide routing and account numbers from a check. I paid the agreed upon invoice which included the 4% discount per instruction from Jaco.

   

  Jaco: The "Clerk" had no knowledge of the discount or the damage at that time. In the Payment process our "clerk" does not see the details of the project just the balance due.

  *****: I am sorry to learn the clerk does not have the appropriate information required to correctly receive accurate payment from customers. I was in contact with the account lead regarding payment status and damages throughout the entire process. Between the account lead and the clerk, it is reasonable to assume Jaco had the collective understanding of my account and status.

  
  Jaco: When the mistake was discovered Jaco determined that it was in the best interest of the Customer not to ask for the additional $375 that the customer had kept, rather allow the customer to keep that $375 as it has also been determined that Jaco agreed to pay for $300 in damages during the project allowing the customer to keep $75 for their additional troubles.

  *****: When mistakes are made by a company, generally it is best business practice to NOT pass the cost of those mistakes to your customers. There are many problems here.

  First, There is nothing that I "kept". I paid what I was invoiced and I submitted a repair invoice to be reimbursed per Jaco instruction. 

  Second, I would have gladly paid cash if that meant retaining the discount. I should have been made aware, from the start of my payment, that I needed to deliver cash to the office. Instead, I was told to provide check details. It is reasonable to assume that payment by check would qualify for the discount as cash and check do not incur processing fees like credit cards do. Many businesses accept check for a discount over credit card payments. Again, I made payment per Jaco instruction on the phone.

  Third, I was instructed to use a plumber provided by Jaco for the repairs and to then submit the invoice to my account lead for reimbursement. I followed those instructions and used the Jaco provided plumber. If I would have known that Jaco was not honoring their word of reimbursing me for these repairs, I would have used my plumber of choice - likely at a lower cost.

   

  Jaco: Jaco is sorry for the confusion but it seems the term deception is being used too loosely. Mistakes were made and we hope the additional $75 covers that.

  *****: Agreed that "deception" may not be fully warranted here, but it is close. I followed Jaco instruction along the way, and was left with a repair bill for damages caused by the Jaco crew. I am paying for the mistakes and lack of internal communication/processes within Jaco. This is not fair or reasonable. Jaco should provide a resolution for these mistakes.

  A couple potential solutions:

  1 - refund my entire job and I will pay the original invoice amount minus $300 repair costs in cash at the office. Effectively swapping check with cash payment.

  2 - reimburse me $300 for the damage repairs.

   

  At the end of the day, this $300 is costing Jaco much more than if they just reimbursed me like they originally said they would. I live in area of 100+ year-old homes where most of my friends/family also live. Most of them have leaky basements and aspirations to eventually finish their basements. Jaco would have been a fair recommendation from me had this small issue just been resolved without fanfare. Now, sadly, I can't recommend Jaco because they are passing their $300 mistake to their customer. Unfortunate. Understand that your customer can't control your internal communication, process, or instruction issues. Please accept responsibility for the mistake and let's move on.

  
  Regards,
  
  ***** ****
  

  

  Business response

  03/03/2023

  ***** please change your reviews and agree to no further defamation or slander of Jaco Waterproofing and **** will reimburse you for the $300.

   

  We will send an email with the same request.

  Customer response

  03/09/2023

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

  To be clear - no "slander" or "defamation" ever occurred. Those terms indicate that there were FALSE accusations made. My accusations were not false; therefore, not slander or defamation. Regardless, the resolution is accepted. $300 check will be mailed to ***** **** and no slander or defamation will occur. My negative ****** Review will be taken down once the $300 is received. 

  
  Regards,
  
  ***** ****
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Jaco Waterproofing to repair a foundation on a property that is currently pending to sell contingent on Jaco Waterproofing repairs. The salesman/estimater knew it was a job that required time constraints. He upcharged me as soon as the job started and said the foundation needed additional repairs. I agreed to pay the extra money just to keep things rolling. After the first round of work the inspector for the buyer required more work to continue with the sale. Again I was upcharged by Jaco even though it was their fault it wasn’t completed sufficiently the first time. The main problem now is they will not put the dirt back where it is supposed to go. Jaco has been paid $10,435 and emails about their additional $1500 payment I owe them, but are in fact holding up their own payment because I can’t pay them until they finish the job and the property sells. They agreed to wait until the property closes for their upcharge. By the way very cliquish company on the phone. They give you the run around instead of solving problems. Very high school mentality and unprofessional. Created undue stress on a paying customer. Very disappointed in the salesman. They get paid and the job is finished in their eyes…

  

  Business response

  03/24/2022

  ****,

   

  There was additional work required as happens in most construction/remodel processes.  You agreed with all of these changes and asked **** to proceed.

  The changes and alterations "upcharges" were not "our fault" but the result of discovery during the construction process. Changes happen on ALL construction projects.

  When we excavate a project it takes several weeks if not months for the settling to occur. This was communicated during the sales and construction process.

  Your excavation was completed January 31, 2022 and we have scheduled your regrade for the first week of April (weather permitting).

  We are sorry for your inconvenience and look forward to completing this work.

   

  Bill S

  President

  Customer response

  04/01/2022

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. However, if I have any problems getting the warranty transferred to the buyer of this property, I will consider it retaliation on ****** part. My complaint and ****** response doesn’t tell the entire story, but I would love to let this rest and carry on. The advice I would give anyone using **** is to not pay a dime until the work is totally completed. I feel I would still be waiting on the dirt to be moved  back if I would not have filed a complaint with the BBB

   

   

  
  Regards,
  
  **** *******
  

*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. ↩