Basement Systems Calgary / Doug Lacey's Basement Systems
reviews and complaints

Great job over multiple years keep it up. Thank you

Service provider on time and pleasant. Appreciate the reminders!Great service

Service was on done to our satisfaction, service tech was on time, explained all the issues and the solutions.

Doug Lacey's Basement Systems did a great job teaching us what needed to be done on the outside down spouts to prevent water coming in. He took a load off our minds. If we have anymore issues, we would definitely have him back.

The Radon evacuation system was a tricky installation, and Basement Systems were not only up to the task, they exceeded expectations and did a fantastic job! Big thanks to Doug Lacey's Basement Systems for an excellent installation!

Doug Lacey's Basement Systems did a very thorough inspection of our home/foundation and gave us peace of mind in regards to several concerns we had. He was very responsive and arrived right on time. We would definitely want him back if we run into more issues in the future.

We had Basement Systems Calgary / Doug Lacey's Basement Systems come and waterproof our basement. Doug and his crew did an amazing job! They explained everything thoroughly, were respectful, and made sure everything was cleaned up nicely. The concrete was a challenge, but they got the job done perfectly!

I wish I could give my review for just the “boots on the ground workers". Doug Lacey and his crew did a great job at my place. They worked hard, were polite, did their best to keep the place clean and were patient and kind to me in answering my questions. Thank you Doug Lacey! The lower star rating is because of the sales person. He seemed to be quite a lot more interested in my cheque book than ensuring this repair job would proceed in a timely and trouble free manner. Thanks to my efforts and Doug Lacey's team, the job is done and looks good.

We've had Doug Lacey basement systems to a lot of work for us over the years and we've spent a lot of money with them. They encapsulated the crawl space for a cabin we bought, as well as installed a fan and septic tank in the space, they also raised the levelled the cabin for us... We installed the septic tank maybe 2-3 years ago and we had an issue with flooding in the crawlspace this year. The repairman quoted us $500 to come and pump out the water. We agreed to the price but later on, he tells us that they didn't install it deep enough and it would cost $2000! My husband was angry and said that he'd be talking to the boss about the price increase, the repairman said he couldn't do anything about it... before he left he handed my husband a bill for $4000! He didn't talk to us so that we could ok the charge, what kind of company does this? The rest of the work they've done for us was good I think, I don't have anything to compare it to but this was unacceptable.

We had a leak in our basement and called Basement Systems Calgary / Doug Lacey's Basement. They sent a technician out to assess the issue, who initially believed it might be caused by cracks in the wall. They provided us with a quote for the repair and required a deposit to proceed with the work, scheduling it for a few months later. However, we had to reschedule for a different time as we were not prepared.

Unfortunately, we experienced another leak in the meantime and discovered that the issue was not the cracks in the wall as initially thought, but rather water leaking in from the fireplace. I reached out to Doug Lacey's Basement to inform them of the mistake and requested a refund of my deposit. Their response was prompt, stating that their contract stipulates a 10-day window for deposit refunds.

Considering their claims of excellent customer service and knowledgeable staff, one would expect them to acknowledge their error, offer an apology, and potentially refund at least a portion of the deposit. However, this was not the case. It is difficult to trust a company that fails to admit their mistakes and does not meet the qualifications they claim to possess. It may be wise to seek a second opinion before proceeding with their services.

We contacted Doug Lacey's Basement Systems (DLBS) to assess the situation with moisture that was showing up on the concrete floor along a few of our walls in the basement. Doug Lacey himself was the representative who came to our house, and he was very diligent in trying to figure out the problem doing many tests inside and out. Thankfully it was not a crack, but instead it turned out that our issue is to do with insufficient sealing around the two windows with condensation moisture wicking down the insulation to the floor. Doug was very honest about the fact that we could very likely take care of this ourselves (my husband worked in construction) for a lot less than they would charge and even gave us advice in how to tackle it. He also advised us that radon levels were quite high in our basement and that he would recommend getting a kit (not through them) to test the levels over a longer period of time, and that they could help us out with radon mitigation in the future if required. Overall, we found Doug Lacey very knowledgeable, patient, honest and pleasant to deal with and showed great integrity in trying to help us solve our issue without taking advantage of us. I can't speak to the work they do...but we would definitely call them again based on our positive experience.

In fall 2021, I contracted Basement Systems Calgary / Doug Lacey's Basement Systems (DLBS) to repair and secure a concrete retaining wall that had cracked into several sections and was pushed out from vertical approximately 9 inches at its worst. Additional excavation and backfill were to be accomplished directly behind the wall, with additional cost, and I did request this several weeks before the work commenced. However, I was told that it would not be quoted until the crew was onsite for the job. This quoting process was inadequate and perhaps unethical as there was not timely disclosure of additional costs for excavation behind the wall. This additional cost of $3,500 was not disclosed prior to commencing the repair, precluding any possibility of alternate less costly options that could have been undertaken by myself prior to the job being started. The amount quoted for the additional work was, in my view, exorbitant, as DLBS netted approximately $2,600 for one day of additional work. The quoted information was also deficient in that there was no disclosure that a less than desired outcome was very possible for one section of the wall because of the proximity of a hot tub to the back of the wall, which did not allow for proper location of the anchor plates an adequate distance from the back of the wall. This did limit the wall from being pulled back toward vertical in the area adjacent to the hot tub. The limited warranty explicitly states that the Wall Anchors will stop further inward movement of the repaired walls for 25 years from the date of installation. This work was completed 3.5 months ago, and to date no baseline data has been established, which renders the warranty meaningless. To date (3.5 months), there has been no response from DLBS regarding these concerns. I would absolutely not recommend DLBS for the following reasons: unprofessional, technically deficient quoting process, overpriced for the services they provide, meaningless warranty, and tone deaf to client concerns.