Woods Basement Systems
reviews and complaints

We were originally excited to have Woods Basement Systems provide a new service on our driveway. A portion of our driveway was sinking, they could fix it by pumping a foam like compound underneath. It came with a life time warranty. We waited 6 months for them to perform the original service, they only had 1 truck that performed this type of serive. Fast forward a year later after the fix, we asked them to come look at it again, seemed to be sinking. Waited 3 months for them to come look; they agreed there was a problem but due to the weather we had to wait 7 months for them to come fix it. Okay, we waited til our appointment in May, no one showed. We called. The truck broke down. Someone should have called you to reschedule. Now, 2 years later, our driveway is crumbling and NO ONE will call use back. When we talk live, well have someone call youaka NO CALL BACK. Their lifetime warranty is completely false. I would never recommend this company or use them again. It feels as if they know theres a problem, they continue to ignore/put their head in the sand to prevent fixing it in hopes we will go away. $5,000+ work and they do not stand behind their lifetime guarantee/warrantee. Very disappointing

We live in a home in the city that was built in 1938. And as a result of some settling, we had to have some major foundation work done, which included foundation piers, polyfil and concrete raising, and floor crack sealant. Never having gone through this process before, and given the financial investment in this process, Woods Basement Systems really treated us like family. They made the process easy, mostly stress-free, and addressed our concerns along the way. All of the work is guaranteed and comes with a very generous warranty policy. We did experience some setbacks during the project... miscommunication by the office staff in scheduling, an issue of trying to use substandard materials and tools due to the fact that the good truck was in the shop (this was addressed and rectified on another visit), and a lack of thoughtful response by the management team when I advocated a price adjustment. But given the fact that I was able to ultimately settle on a price point that honors their work and our inconveniences, and the quality of the work is superior, I would totally hire Woods again. I appreciate the opportunity to partner with them on this project... we are not left financially strapped and our home is on a solid foundation. Literally.

This company is nothing but trouble! BAD SERVICE! I had a draintile system installed 10/22, scheduled for 8am Received a call on 10/21 indicating the installers were behind on another job and they would be to my home 10/22 at 1pm instead. No big deal right? Well this job went into my weekend as they had to finish on Sat and were here until well after 1pm, when this job was supposed to be done by Fri at 5pm. Wall restoration - scheduled for 11/4 at 8am again I called the company on another issue (drain tile installer did not provide any paperwork when he complete the job including the city permit that was required) and was notified that my wall restoration would start at 1pm on 11/4 (not surprised are we?) Well it is 11/4, and i just received a call that the wall guy is behind on a current project and he will be out on DECEMBER 15TH! You have got to be kidding me! yes! over a month and a half from the promised date to RESTORE MY WALLS THEY TORE DOWN when completing the drain tile! I have bedrooms in my basement and my family members are supposed to be displaced from their living quarters for over 2 months while Woods has their money from the job (pre-paid as required) and they have obviously moved on to other jobs without completing mine!

Let me start by saying that the only reason this review is getting 2 stars is because of the nice technician that came out last week, and the fact that we still have work that needs to be completed. Long story short, work not completed from last year, was told they did not have the supplies on the truck, and another place in our contract that just never was completed. Had massive flooding 2 weeks ago that resulted in more property loss. Tech came out, said they would fix no charge and sold us on another additive that is necessary, I wasn't going to take up the issue of getting a discount on the new service with him since I know that is not his department. He informed us that we would get a call to schedule the following week, never happened. I have also left numerous voicemails and chat sessions from the website that never seem to end in a result. Finally got through to someone today, and she informed me that they are behind on calls due to low staff (overpromise, underdeliver), I get it, however not my problem. My husband and I are tired of being up all night when it rains, draining our basement when we paid a lot of money for this system in the first place. Currently waiting on a call back (was told within *** hours) from a supervisor, I'm not holding my breath that will happen. Very disappointed overall, we have been dealing with flooding for 5 years, and finally saw a light at the end of the tunnel when we had our original Woods salesperson out...that relief was unfortunately short lived.

First of all, total unprofessional in setting an appointment. They cancelled the appointment not once but 3 times. Then when they got here they were late. They were supposed to do basement work installing column supports and redirect my drainage for my downspout out to the street. They had the right tools for the basement, not the drainage. Basement work I gave 3 star rating for that. I give 1 star for drainage which is stated below. The column supports from their demonstration video is supposed to have a steel cover for the beam so when the column supports are up there's even distribution of support, that did NOT happen. There's no metal beam. Fine, what about the columns? There's 4 holes for screws, only 2 screws for each column (3 columns total). One of the columns had a screw sticking out 5 inches, so really only 1 screw in there. I tried to call the manager and get bumped from one person to the next, NEVER getting ahold of the manager. The drainage work is 1 star why? I had a tree root that was as big as the tree trunk they could not get through, because they had no saw blade tool or even a hand saw. The workers decided to use a concrete chisel to get through the root but that only caused the root to collapse in on the drill bit, not cut through. Needless to say, they did not get the drain to the street like the contract stated. They only did one downspout out not both. My husband came home and said, "Are they working without goggles?" Which is an OSHA violation. They did use ear plugs. They spent an hour trying to get the drill bit out of the tree trunk and then just left it in our yard. Luckily the mowers found it. It's on our porch if the manager wants to come get it, he will have to deal with my husband and not me who would have a civil conversation about their business. My husband will have more words to say than I will.

Had a drain system and new sump pump installed on November 19th. On December 17th I had a water filtration system installed. As the guy was wheeling the tanks on a dolly, the concrete cracked over a foots length. I took pictures and sent a message right after it happened. It took many calls to get someone to come look at the damaged concrete, finally on January 28th 2022 someone came out and said, yep it wasn't installed correctly and will need to be redone. It wasn't until February 24th before a second crew came in to pull up the system and do more jackhammering, making a mess and then said they had to stop working because they didn't have all the supplies they needed to finish the job and said they would have to come out another day to finish and left. I called the office and spoke with a lady who told me someone would be out the next morning to finish the job. The next day on the 25th no one showed up. I called and spoke with the lady from the night before and she said she would look into it and call me back and she never did. After 10am I started calling all the phone numbers I had for Woods Basement Managers and left messages. Finally one called me back and he said he would look into it. About 20 minutes later he called back and said someone will be there around noon. A third crew showed up that day and finished the job but now my sump pump is not working and I had water all over the floor on March 1st. I again took pictures and messaged. I then had to call and spoke with a lady who said she would have someone out on March 8th, he never showed. I called and asked where he might be and got passed to three different people before being told he doesn't work there anymore. I was told the Director of Operations would call me on March 9th and have still not received a call back. I have taken off/left work early many times for this company to not properly communicate or complete their work.

I contacted Woods Basement Systems because I had some issues underneath my home. Well the guy that came out was nice and he didnt go all the way underneath the house but he just took a few pictures and sent me back a contract and quote ( which is expensive in the first place) So my husband submitted the paperwork to get the funds out of his 401k to do this project. He certified the down payment amount to them. I had to constantly call to see if they received it!And after finally they let me know that they had it nobody contacted me for a date for the work to be done in the first place! I had to call them back and let them be aware that I hadnt spoken to anyone then we setup dates! On top of this I missed a days work ( called in) to be home when they made it .Two days before them arriving the company had brought the dumpster out and select it in our yard. Well finally they arrive day one (3) guys two were underneath the house and didnt really get anything done because he took pictures that we had busted pipes underneath the house so he said that he had to contact his boss well they awaited to hear back from the boss and were told to inform us that our pipes needed to be fixed before they could do anything else on top of that one was trying to recommend more work to add onto the $23 thousand and $7,166.55 has already been paid to them . So they left. Now it says you have two days to cancel but ! The problem with this scam of company is that you guys havent even done any work! So I called a plumber to find out that all our pipes have to be replaced so were not rich or wealthy! We had to take the money from their project to pay to get our pipes replaced and you guys tell us that we cant get none of our money back but they can put it on hold for us ! I wouldnt recommend them to anyone! I pray that God blessed us to get some of the money back. But lord have mercy on their souls. With everything expensive you guys really think we have $7000 to give away?

I grew up in Collinsville when I was younger heard great things about Woods. So when I bought my home in *** that had a Woods lifetime Warranty in on of the walls I bought it because of them. We started to have issues with the wall that was under warranty because the braces were not installed correctly per one of the employees but also one of the employees that came out made the wall worse. Everytime we had them come out to help either nothing was done in a timely manner, drug their feet, and said it would be fixed and handle the problem but nothing was handled. 2 years of constant emails, phone calls, going into the office 3xs to get someone to do what was promised not only by every project manager which Ive seen 6 or more on my property alone and noone knows what to do except for 2. The wall got shut down by my city because they had no permits which stopped the half work that was being done and only supposed to take a month has been put on hold till the end of the month still with no permits no plans and nothing in writing for the city or the owners. My neighbors have complained of the mess and the lack thereof of doing what the company moto says on all of their commercials and brochures. We have dealt with cracks, doors that wont shut to water flooding the basement to many other issues because of the result of not finishing a project and not doing what should be done correctly. They have huge turnover and all of the good employees that have helped us and warned us about things that werent right dont work there anymore. Terrible communication, misleading from all angles and nothing like what I heard 20 years ago. We literally have so many other issues and problems I could sit here and bring *** but my point in this after 2 years of mess is to let people know that this is not the same company it once was maybe for people with a lot of money but as far as the normal hard working person like me and my wife (nurse and corrections officer) nope be careful.

This company is the most unprofessional company I have ever dealt with. The sales rep came out to our house to explain what they were going to do for us, but didn't have the samples to show us. Signed the contract on [protected] and was told that the job would be done by 5-11 if not sooner. He said somebody would get back to us to schedule the job. The week before the job was to be done, since nobody called, we called to see what was going on. We were told that we had to talk to Susan, who was at lunch, but would call us when she got in. We called this person 5 days in a row before we finally got to speak to her. She said, "oops, I dropped the ball on this one". She said there was more work to this job than she thought so she'd get back to us the next day, which didn't happen. After waiting a couple of more days, with no response from Susan, we called and asked to talk to her supervisor. We were told that she didn't have a supervisor, but we could talk to the Tim, the project manager. We left a message for him, and he called us right back. He said that we should just talk to him from now on, and to please let him show us what a good company they were. He was going to schedule the work and use the "good team" to get us done. He said they have 30 teams, some real good and some not so good. We told him we wanted the best team. He scheduled an appointment, but sent out the wrong team. When we called him back, he never replied. We left a message to cancel the job, still not hearing a word from him. The next day, Susan called to schedule the job. When we told her that we cancelled the job, she said nobody had told her. We called and left a message for our sales rep to tell him that we cancelled, he called back. Said he talked to "the top people of the company" because this was happening way too much. He said that they were going to keep an eye on our job because it was brought to their attention and nothing else would go wrong. He came out with a crew, and said that the project manager Tim had told him that he was going to come out to see how it was going, and of course he never showed up. A couple of days later we were supposed to have a crew come out and build a wall, they never showed. When they showed up the next day we asked why they hadn't showed up the day before, and were told that they had forgot to put us on the schedule. We called Susan, who we were told was part of the Woods family (guess that's how you can screw up time and time again and keep your job) and asked to talk to Mr Woods. She said he didn't take calls, he was to old to deal with the business and had turned it over to the kids When we asked to talk to one of them, she said no. We couldn't talk to anybody in charge, because there was no one in charge. She said she could schedule us for 10 days out. We told her no, the sales rep said it would be done by June 8th and it was already past the 8th. Then she said that she could schedule us for that Thursday. Finally, the best crew came out. Foreman Mike was the only honest and hard working person that we had dealt with. His crew got the job done, and he explained everything that they did. If you want to deal with a bunch of liars that never call you back, this is the company for you. This company was probably good when the original owner ran it, but when you have no supervision, a family member that is always at lunch and can't be bothered to call you back, salesmen that tell you what you want to hear, even when it's wrong, and a project manager that can't manage projects things fall apart quickly. I would still like to talk to the owners, but I'm sure that will never happen. If I were to grade this company it would be F-. Having had Foreman Mike do the work I think it will be fine. I wish we could have met with him from the beginning and just paid him to do the work. Foreman Mike should be running this company.

Woods installed a sump pump that required two additional electrical circuits to be added. An electrical subcontractor came out and installed two GFCI outlets using two twin circuit breakers and related parts shown in the provided documentation. The installation visit required only 2.5 hours of labor. The subcontractor came back the next day and moved the box over 2 feet without any hassle since the original placement was not acceptable. For these minimal parts and the initial 2.5 hours of labor Woods wants $1330. That's more than $500 per hour for labor even allowing for a generous parts value. I have no idea how $1330 originated as a proper value for this work unless it had to do with not having any open circuit breaker slots. The twin circuit breakers easily took care of that. Based on what the electrician told me regarding relocating the outlets my opinion is that this rather quick and simple upgrade should not be more than a $400 job. This work was done on 12/29/30. Before the work was done my Woods employee contact told me the electrical was already in the financing. The uploaded email image documents that. I did not think that was correct, but she insisted and on one occasion told me that management agreed. In March Woods did unrelated work and tried to collect the $1330. I refused based on what I have documented so far. Fifteen months later without another word before now they are dunning me again for the full $1330. This is not reasonable by any stretch of the imagination. I will pay a fair and reasonable price, but this is ridiculous and amounts to price gouging. $400 is more than fair. The employee I dealt with in 2020 apparently is no longer there. I've dealt with other employees but return communication is lacking. The accounting department seems to ignore me. Since my contact in 2020 seems to have left the communication is poor.

I am filing this complaint regarding work performed on my wife's home at ***. The contract was signed in May to install a simple sump pump. A team of four members of their crew were last at the house last week. I don't believe it should take a year to properly install a sump pump. This latest visit was to move the drain away from both our house and our neighbors house. The neighbor had called the city of Perryville who sent out an inspector to issue a citation against my wife if the drain was not moved within 72 hours. How can a company the size of Woods not know (or should have known with a phone call to the city of Perryville) the building code for the distance away from property lines for a drain? Appointments that my wife had made for service over the past 12 months were missed or had to be rescheduled. I spoke to Armondo Franco (appointment center manager) and *** (customer care manager) on a few occassions. There were voice messages that I left for both of them were at times not returned. I spoke with *** (director of operations) on a couple of occasions to complain about the poor customer service. I tried to leave *** a voice message back in March this year and found that his voice message mailbox to be full. I'm not sure how you can be the "director" of anything and have your mailbox full. So I went up the line to *** (director of sales) and have had multiple conversations. I asked *** and *** to review all of the telephone conversations that my wife and I have had with them, the number of appointments that had been made and not kept or had to be rescheduled. We all agreed that Woods was not providing good customer service to us. I believe that there has to be some recompense made back to my wife for the amount of time that she and I took off from work, the horrible customer service, the aggravation and the threats made by the city of Perryville.

July, I reached out to Woods Basement for work on basement. A rep came out and a price and system was settled upon. Work was to begin Oct. 25-27. A contract was signed. On Oct. 25th, I received call stating work would not begin on 25th. I had already taken the 3 days off. The next day after calling to see why someone had not shown up, a rep came out and informed me that work would actually begin in a couple of days, however, I would not need the system that was determined in July. The system that I would now get would be cheaper. So, instead of $15,378.61 my total would now be: $9,597.53. I gave a check for $5,781.08 in July which would bring my total down to $3,816.45. However, in the midst of the work being completed, there were several mishaps that occurred. Workers never showed up on time and they never stayed for more than an hour. One day when they showed up over 3 hours late, my water line was busted by one of the workers and I had to call the city to turn off my water. My family and I were without water for 2 days. Woods Basement came out the next day to repair the busted water pipe. The work was finally completed 2 weeks after the due date. The company is now saying that I owe over $9,000. The gentlemen that worked with me and gave me the new quote are no longer working there and I can not contact them. They offered my a compensation for the time I took of of work, the busted water pipe and the extra time that it took to complete the job. This amount was to be taken off the of $9, 597.53. I have tried to reach out to the gentle that I talked with directly in Oct, but I have not been successful. I have tried to call Woods Basement but I have not heard back from them. After the job was completed in Nov, I had not heard from Woods Basement until March. In March is when I received a call saying I owe over $9,000. My name was also forged on a contract in Oct., which I never signed. I have videos but are too large to upload.

Started the job May 26 Work to be done was lifting one slab of concrete at the corner of our drive that needed to be raised appx 2inches. I told the salesman that I would not have the work done unless he gave me a written guarantee that they would not crack our concrete. He said in writing that with the condition of our drive that it "would never ever crack. Instead it SHATTERED the slab at the side entrance door, cracked all three slabs, left horrible material stains on all the slabs. Two guys came to do the work, one was in training, a million plus home, we should not have had a guy training. I heard a Loud BOOM, I guess that is when the concrete by the door was shattered as the steps were poured they would have been attached with a rebar so it would have been impossible to lift. If they had known what they were doing they would have known that there was no way for movement in that area. They sent 3 guys out to check the damage I could tell they were shocked. Came back out for another meeting, gave me a concrete person to call, I got a bid from there recommended person, he said he could not match our driveway and that they could crack other slabs of concrete doing a repair and could possibly damage our brick wall. He stated that it could take 6 or 7 years for the concrete to age so it was not so different . Finally they sent out *** over the Woodsbasement, he said they would make it better than new. At 76 years old I told him if we were to sell the house the price would drop and might not sell, people would think we had a water problem. *** assured me that he would make it better than it was. He referred me to a company, got a bid,I went to a nursery got a bid, spent hours and hours working on bids. All were too high.Finally we offered to pay for pavers if they pay for labor, with the guy *** recommended, still too high. As seniors we feel they are taking advantage to wear us down exhaust us so we forget about it. We would settle for 8 K.

On April 25, 2022 I signed a contract with woods basement to have installed an egress widow and water proof my basement, $18,284.45 minus my 30% down payment of $5,485.33 and some discount, remaining total $12, ***. The egress widow didn't get installed due to the installer contacting me to install on June 8, 2022, when I called to confirm he never responded called or anything. Woods basement had another installer to contact me for the egress window, he told me he didn't know he had to dig. I never got the egress window installed. I contacted my contractor request a refund of the egress window I never got installed which was $3039.53. I asked for a new contract and a refund for the egress window. They could have refunded me out of my 30% downpayment instead I was told that I would get my refund from the credit company that they had offer me with a promotional of 18 months to pay it off. I got a new contract dated June 10, 2022, not entirely correct, they change my 30% down payment to $4,573.47 that I paid via check, but the contract did show the correct total amount my contractor told me I would be paying, $9,759.57. On June 15,2022 I signed a completion form stating I owed $9759.57 after installing the waterproofing system. To make sure all the financial aspect of this contract was going ok I called the credit company Synchrony that was financing me for woods basement first week of June, 2022 asking them to lower my credit limit to the amount that I owed woods basement which was $9,759.57. On June 9, 2022 Synchrony credit company sent me a letter granting my request to have my credit lowered to what I owed woods basement and excluded increasing my credit limit. I asked Synchrony did they pay woods basement, the representative stated 70% first them the remaining. On June 23, 2022 I call Synchrony credit company to see if I was charged correctly, they told me that woods basement charged me $11, ***. I asked the credit company why they allowed this.

Woods Basement Systems installed anchors in my basement in 2020. They came to do the first annual tightening 4/13. This caused a bolt to be driven thru my cast iron/clay sewer line. Plumber came & repaired my basement pipe, ran an auger to see what was causing backup. He came back & put a camera in & took photos of the bolt thru the pipe. I paid plumber $700. I called *** sent out a man to do an inspection. I gave him the photo. He said it was their *** would be reimbursed the $700, they would replace the anchor & pay the additional plumbing bills. The project mgr. then called & reassured me the $700 would be reimbursed, anchor replaced & additional plumbing bills paid. I told him plumber estimated $1500 to do the additional work, unless he found unexpected issues, which he did. Instead of the 1 cut in the pipe, because it was at a connection, he had to do 2 cuts. He also had to cut a larger hole into my concrete basement wall, as the replacement pipe was a little larger. His *** was based on the job, not an hourly rate. I have had to call Woods 9 times. The claims processor did talk to me a couple of times. She had me email her copies of bills & assured me I would be reimbursed within days. She had my plumber provide his *** of Ins., but then when I called in she was busy & I got routed to different customer service people. This continued until 11/17. *** said problem was with amount of the plumbing ***. I asked him to please call the plumber to discuss this. He said he would. He never called the plumber. The total for all plumbing bills is $6450. I had to file a claim with my ins. *** paid $2500, policy limit. In Dec. I paid the plumber my balance $5750, I made an offer to Woods to just pay me $3950 and they did not respond. Offer made 1-19-22 in email to project manager. This company has avoided me, told me they would pay all my plumbing bills & haven't paid a cent! They are very unprofessional.

Here's a situation you can evaluate for yourself when determining whether to hire Woods Basement Systems. Just the facts. My wife's family hired Woods to repair a foundation wall in my mother-in-law's house, so the house could be put on the market for sale. The MIL is now in assisted living and needs the equity from the hose to pay for her care. Before the foundation wall could be repaired, the front porch and front sidewalk of the house needed to be removed, which they were. The foundation work was completed satisfactorily on May 22, and the foreman, *** said he would return to do the final foundation backfill and yard releveling at a later date. (The restoration work is critical because neither the sidewalk nor the porch can be rebuilt until the Woods work is completed, so it's in the critical path to get the house on the market.) A follow-up date of Monday, June 15 was set, but *** called that day to say he wouldn't be able to make it, but that he would be there to do the work on Friday, June 19. He didn't keep that appointment either, but called and said he would be there on Monday, June 22 to finish the job.(The job had been paid for in full on May 22. In retrospect, a dumb move to pay in full, but there's a lesson for the reader.) *** did not make the June 22 date either, so I called Woods' main office and was routed to *** scheduler, ***, who informed me that according to the company's records, the job was marked as "completed" on June 15. Even as I explained to her that the work had not been done, she kept reiterating that their records showed it was completed. Frustrating, but after a few back-and-forth's, *** said she would inform "management" and see what to do. In the meantime, I placed several calls to *** cellphone, explaining who I was and what I was calling about, and he has never returned a single one of my calls (now five and counting). *** called the next day and said that a new appointment had been arranged...for July 11! I explained that the delay was untenable, for all the reasons cited above, and asked that she try again on our behalf to get a much sooner appointment. That was on Wednesday, June 24, and today, June 26, I've heard nothing back. And the last two calls placed to *** have gone un-returned. That's the story, just the facts. I would like for Woods to PROMPTLY schedule the final work, thats all. Seems simple, but not so far.

On 8/27 I was given a project summary by Woods to stabilize my basement wall and install a Water-Guard sub floor drainage system including a twin pack sump pump. Included in the contract was a schematic diagram of the installation of the system. I carefully read the contract. When I next spoke to my Woods representative, I was very clear about three changes I wanted in the contract. 1. My yard would be re-sodded after the work was completed. 2. I did not consent to any videos or photos of my home being used. 3. I wanted the surface wall cracks sealed. These changes were agreed to and the contract was rewritten to include the changes (See page 3/11 under Additional Notes on the contract). I signed the revised contract which was also signed electronically by the Woods representative. I later received a phone call saying they would be unable to begin the work on the scheduled date due to the unavailability of having a project manner on site at that time. The project was delayed for several weeks and was not started until December 3. Once the crew arrived, they informed me the schematic drawing was not going to be doable and instead they moved the sump pump to the other side of the basement and re-routed the drainage line so that instead of going in a straight line into my back yard, it game out in the back, ran the complete length of the garage, and the drain was then installed in my front side yard. At this late date no sod could be laid and I was assured by the on site crew that it would be done in the spring. $8019.01 had been paid in full. Since it is now the right season to lay sod, I called Woods on Monday, March 8 to make the arrangements for sodding. I received no response to the message I left. On Friday, March 12 I contacted their representative directly with my concern about the lack of response and the need to schedule the re-sodding. I also texted him pictures of my side yard before and after the work had been completed. Within 10 minutes he texted this response, " We don't sod your yard. This would be something you would have to reseed this spring." I texted back much of what I have relayed in this complaint and attached a photo of the 'Additional Notes" on the contract (page3/11) and a picture of the schematic he had submitted in the contract where I penciled in lines showing where the line had actually been laid resulting in much more damage to my yard than would have been necessary if the crew had followed the agreed upon schematic. I received no response whatsoever. My side yard is nothing but mud. After all these months, the hole surrounding the drainpipe has widened considerably. The ground in uneven which has just worsened the erosion.

I reached out to Woods Basement Systems on September for work to be performed on my basement. I met with *** who wrote an agreement urged me to pay a third of the initial cost of the project to get in on their discount. I paid them $4906 on September 25th in good faith that my questions would be answered. However the details as to who will be performing the demo and the exacting details of the project were not discussed. I reached out to Woods to inform them that before any work was to start, that I would need clarification of the details. I had to call twice as my initial inquiry went unresponded. It was then that they sent another sales man *** who stated that I was oversold and that they sent him in error as I had been working with *** but he was no longer with the company. *** stated that he would get someone to come review the project and make corrections and suggestions. I met with *** December 6th to review what *** had written. It was found that there were a few things they were wanting to change. I also brought up the issue of my wife and I being asked to tear down the drywall and prep for the construction as we are not really able to perform that work. They were to take their findings and present to me another agreement that would include the new suggestions as well as the demo. I never heard back from the company. I got a call in February that they were going to start construction that next Monday. I stated that they still have not provided me with the details and amendments. She stated that she would inform them. Again, I never heard anything back. The week of March 15th, the utilities were marked out in paint on my freshly sodded ground. I called Woods and asked why they were marking the lawn when the construction is inside, my lawn was freshly laid, and they still had not filled me in on details. Again the lady on the phone stated that she would talk to the company. Again, I never heard back. Last week we find out that the contractors that were doing the landscaping completely messed it up and we have to wait for an uncertain amount of time before it is corrected and we can move to the basement. I reached out to Woods and explained to Brian Hendren who submitted the cancellation and explained the situation as clearly as I think I could have. He said they would review it and get back to me no later than Apr 28 at noon. I had to reach out to him a couple of times before he said that the company would not refund the amount I have deposited. At this stage, no work has been done on the basement and we would like for them to refund the deposit so that we may address bigger issues. Keeping the deposit is not right since there was never any work performed and they could not communicate the work.

In March, we signed a contract and hired Woods Basement to waterproof our basement. Due to Covid-19, the job could not be scheduled until June 3rd. We were told it would be a 2 day (W-Th) job. The night before our scheduled work, we were contacted at 7 pm and told me that there was a scheduling issue and the team would be 4 hours later than planned and that the job would now take 3 days, requiring me to stay home a third day. The team was even later arriving than I was told, and they did not finish until 3 pm on Friday. They rushed to finish as I was told by the foreman that they had another job after ours. There were a number of issues with the quality of the work completed due to the team being rushed. In the process of fixing the basement, one of our basement steps was broken and replaced with a dangerous, crooked and poorly made step. The water barrier installed on the wall was not properly installed- it was simply taped, and within 2 days started falling off of the wall. Outside of the house a dry wall was installed. In our contract it said that the yard would be "landscape-ready," but the hole was not fully filled in, and now the white PVC piping is exposed in the yard and the area around the dry well is over one foot lower than the rest of the yard. We also have a downspout that was supposed to be connected and drain into the dry well- that was not done. I showed the foreman these things, but he said the downspout wasn't written in the job (even though it is) and he did not comment on the other issues other than he replaced the step as best as he could. That day I contacted Woods telling them I wasn't satisfied with the job and explained my concerns. I was told it would take 2 weeks for a man named *** to come out and look at the issues to remedy them. He did- he verified that my complaints/issues were legitimate. He said someone would contact me the next day to get a team out to fix it. At this point I had already made time in my schedule to be home 3 days to resolve this. No one contacted me, so I once again contacted Woods Basement 2 days later to get the job scheduled. I was told they couldn't come until July 11th (over 1 1/2 months after the original job was completed). I would not be able to be home that day, so they talked to a team and were able to get the job rescheduled July 7-8th but had to split it into 2 days of work which I would again need to take off of work for. This morning (July 7th) I was contacted by Woods to verify a team would be fixing the stairs the next day. I asked about the team scheduled to arrive today at 9 top fix the yard and water barrier, and I was told it was no longer on the schedule. They could not explain why it had been cancelled or why I wasn't contacted. I was told a team could not arrive until at least 11 am, but as I have a medical appointment later today, I could not make that work. I have paid $10,000 in full to have my basement fixed. I made a deposit over 5 months ago, paid in full 1 month ago, and it is still not done. I think the scheduling team has done a poor job double-booking jobs and does not understand that a person cannot take off work 5-6 times to get a job finished that was supposed to be done in 2 days. At this point, they need to be rescheduling jobs that aren't fully paid to accommodate my schedule, not the other way around as they were the ones who did not fulfill the contract, not me.

I called Woods Basement to waterproof my basement in my condo after a small flood i had in August. Since then, it has been nothing but issues with them and my basement project is still not completed. Their initial visit to my home was on August 20th with their sales rep who came to inspect the property and determine and quote the scope of work that needed to be performed. Once i was sold on the project, paid them the deposit, and set up repairs, I was able to begin to schedule the next phases of work. I called a flooring company to come out and they advised that they would not be able to complete work because of what they noticed to be asbestos tile in the basement I immediately called Woods Basement Systems to advise of same to ensure there would be no issues moving forward with my project. Rather than coming back out to inspect(which they had full view of the alleged tiles at the first visit) the rep i dealt with asked me to send him photos of the tile by text. After reviewing the photos, he texted me back to let me know the tiling would not be an issue for them to complete work. I asked again if he was sure and assured me in the text message it would not be a problem. The original appointment scheduled with Woods was canceled just hours before with no notice to me at all because another project ran over on time. I had to initiate a call to them myself to even find out this information. I had to fight tooth and nail to be scheduled at the next possible time because i had already scheduled projects to be completed after their work. Once Woods came to my home on September 24th, they began work in one of the areas covered by the scope of work. As they began to work on the area with the suspected asbestos tile, they had to stop immediately and then informed me that it was in fact asbestos and they could not complete the entire project in the contract. At this point, I was livid and called their offices immediately. The crew that was here finished what they could and then left. A project manager from their company came to my home a week later on October 1st to inspect the work that was done and come up with a resolution from the dissatisfaction I had with their first visit. The project manager spent about 20 minutes walking through my basement when he came to propose several solutions to me, which were not explained with full detail. I assume his resolutions came about as he knew the initial job done in my basement would not guarantee to keep water out since it wasn't completed to the specifications of the original contract. At that time, I agreed to the solution as he advised the service would free and would guarantee to keep my basement dry. Another appointment was then scheduled for a crew to come out. The crew showed up on October 16, without the project manager, and were totally unprepared to take on the project. After putting plastic down and walking around for 20 minutes, they came to ask me what the discussion was with the project manager and what work was i expecting to be done. That is unacceptable. I immediately called the property manager and got his voicemail and then was told by the crew he was on vacation. i then called the office and left a message with the project coordinator. One of the crew members was finally able to contact the project manager and they discussed the work that was to take place. The crew went back down to gather a plan of action and determined what the project manager suggested was not going to work logistically in the basement. After 2.5 hours at my home, with nothing done but a plastic runner, and multiple subsequent calls with their project coordinator and project manager, i made the decision to send the crew home. They themselves felt that would be best as they felt the project manager really should have been on site to deal with this. After 2 months of dealing with Woods, my basement, which also happens to be my bedroom and closet, is still in total disarray and I have zero confidence in the water proofing that did take place in my basement and the second scope of work has yet to be resolved. They have been an absolute pain to deal with since onset. They are wrought with communication issues and incompetence on a fairly simple job.

I contacted Woods Basement Systems regarding an issue with my home and work that was performed by the company previous to my purchase of the home, but covered under warranty that was transferrable to me as the new home owner. My initial contact with the company in 2020 resulting in a visit to my home evaluate the issue on the date of 12/31. My issue is that my floor is showing signs of sagging and movement, as well as cracking and sagging in my walls and throughout the structure of my home. This is all a result of previous work they had performed and failing products which they had installed and are covered under the transferable warranty received via my purchase of the home. I initially noticed the issues around the home around September/October . I then kept an eye on the issues while reviewing possible causes, my contract received after buying the home, as well as I hired a structural engineer to come and examine the issue as well. Upon having the structural engineer and having reviewed my purchase contract of the home I saw that the previous work was done by Woods Basement Systems and came with a warranty. I contacted the company as well as the structural engineer in the November/December time frame (Woods Basement contacted on 12/21). The structural engineer that came to examine the issue also stated that my issues were a result of the work performed and failing products installed via the company. On 12/31 a representative (Matt) came from the company and examined the issue and took measurements and agreed that this was an issue covered under warranty. He explained that he would be back in about 3 months to take further measurements to compare with the ones he took, but if I noticed worsening in the issue such as cracking in the walls and sagging in the floors to contact the company and that they would come back sooner. I started noticing worsening in my issues and continued documenting with photos and contacted the company again February 27,2021, regarding the worsening and the worry that my issue was getting worse. At this time, I noticed increased sagging in my walls, structures, and floors, with separation in my wood floor vinyl, and more cracking and separating in my ceiling as well as walls including where they meet on both stories of my home. Again, on 03/02, the representative (Matt) came out and examined the home and product and agreed again the issue is covered under a warranty issue and that he and another more experienced representative would come back the next week to further evaluate the issue and he would call me back with a time and date. About two weeks went by and I had not heard from the company or the representative and the issues in my home worsened. I felt that the matter was not being handled properly and decided to contact them and this time asked to speak with someone in charge. The customer service representative then made and appointment for the service representative and the more experienced representative to come to my house the next day to evaluate the issue more, as well as he explained that he would pass the information along to the manager or person in charge. I explained that the company has already taken two sets of measurement and that I have yet to be informed of a resolution or of the plan to fix the issue of the failing product, as well as the issues in my home pertaining to the continued use of the failing products. On 03/16 the representative (Matt) and another more experienced worker came to my home to again for the third time take measurements and during that time the more experienced representative was on the phone with his boss explaining the issues as they measured. Again, I was told that the issue is covered under warranty and that a service date would be put together to come and fix the issues. Per my contract it states "The contractor shall have 60 days from the date of notification to correct any problem and shall be given full access to the property and their work during that time period." I contacted the company on 03/29 and asked to speak with a manager, to which I was placed on hold for a period of time, then transferred to a voicemail recording which I left a message, I still have not received a call back from the message I left. As of 03/31, I still have yet to receive any notification regarding the issues or when the work is to be performed and my initial notification date to the company was 12/28, which is over the 60 day period.

Emphasis on attempting to lift*** During the bid, and in several subsequent conversations, I emphasized that I wanted to do whatever was necessary to lift the foundation as close as possible to its original position. I verbally stressed this several times to the sales representative and the project manager. And I included the quote below to the sales representative on 2020-09-11, before I signed the contract on 2020-09-29: "The contract says you do not warrant to lift, close cracks, etc. We understand that, but we wanted to make sure this process will give us the best chance to lift the foundation close to its original position. The Woods team that did our other piers installed them one-by-one, but did not use hydraulics on all piers simultaneously to lift the house. The effects of the current settling are much worse than the prior issue, so we want to make sure we're giving this the best possible solution to help alleviate those issues. We also understand that the process can cause other damage, so you don't have to remind us of that." I filled out a very negative survey after the work was completed because the foreman did not attempt to lift the foundation beyond any incidental lift that occurred from bringing the individual piers to load. The production manager contacted me to discuss my dissatisfaction. I told him I was very unhappy that nothing was done to attempt to lift the foundation back to its original position. In order to lift, you need to connect all the hydraulics together in order to push on all of them simultaneously. You risk damaging the foundation if you only push one at a time, because that places all of the foundation weight on a single pier bracket. During our initial conversation, the production manager said he didn't think they did that. After checking with his team, he confirmed that they didn't do that type of lifting and could only potentially close horizontal gaps. I reminded him that I explicitly asked for, "... the best chance to lift the foundation close to its original position." And then told him that I would not have accepted their bid if they had responded to my request by telling me they do not attempt any lift (beyond incidental lift that occurred while bringing the piers to load). I've asked other foundation companies if they could do the work I asked Woods to do. They all recommended against trying to lift after Woods had installed piers because Woods' work introduces too many other variables and that increases the uncertainty they would be able to even attempt to lift. So I'm essentially stuck with Woods even though there was no possibility (beyond sheer luck) they could do the work I asked for. ***Misleading advertised claims*** I also sent the production manager an email with screenshots of Woods' website that showed case studies that suggested they could do the work I requested. He said those needed to be removed from their site. One case study showed all the hydraulics connected, and the captions said that this was done in an attempt to lift. It also showed before and after pictures of closing a vertical/stair-step crack. The picture of the horizontal crack is extremely misleading. It shows a "large crack" in a brick wall. It's misleading because the mortar has been removed, and mortar joints are typically 3/8". So 3/8" of this "large crack" is due the missing mortar. The largest gaps are vertical. As of 2021-03-15, this case study is still on their site: https://www.woodsbasementsystems.com/foundation-repair/foundation-photo-galleries/3529-album-push-piers-stabilize-home-in-springfield-il.html There are other case studies that say Woods may be able to close vertical cracks. The others companies I received bids from said they would attempt to lift and rotate the foundation to get it as close as possible to its position before settlement. I did not expect cracks to line up perfectly, and I understand that there's no way to know all the factors that could affect an attempt to lift until the work actually begins. But not being capable of even attempting to do what I requested is entirely unacceptable. ***Warranty*** Woods did not measure the foundation after they completed the work. So they did not document any potential change in the amount the foundation had settled. So if the foundation continues to settle after their piers are installed, it would have to get significantly worse than it was before the did any work, not after, before they would honor their warranty. The problem is that I will make repairs to my home to correct the damage done by the settlement. A structural engineer taught me how to measure using a self-leveling laser level. I measured before and after the work was done and my measurements was about 1/2" higher at the worst point than before the work. So they were lucky and got some lift, which means my foundation will have to settle 1/2" plus whatever their tolerance is before they will take action if their piers fail. That almost certainly means there will be additional significant damage to my home, due to their work failing, before they would honor their warranty. So any incidental lift they were lucky enough to achieve solely benefits them. At this point, I'm not sure I would ask them to honor their warranty on the work they did last year, or the work they did years ago. I simply do not trust their competence. ***Foreman*** Their foreman often said things that were not realistic. For example, he said that the corner of the foundation settled because of water from the downspout. Even though he removed the 20-foot downspout extension at the beginning of the job. The downspout extension was installed before any settling occurred. He didn't need to try and explain why the foundation settled the most at the corner. I didn't ask. He also said that the roots from very large bushes next to the foundation caused the wall to tilt inward. He removed the bushes with a backhoe as part of the work. The largest roots were less than 1" in diameter about 2 feet from the trunks of the bushes. And the portion of the foundation tilted inward was about 10 feet from the nearest bush. The foundation was tilted outward closer to the bushes. Again, I didn't ask for an explanation about why it was tilted differently and I don't know why he felt the need to explain it. The production manager said the foreman had been with the company for 17 years, and he trusted his judgment. Paraphrasing, I said, "He may have been with the company for 17 years, but that doesn't mean he knows what he's doing. It seems more like he has a recipe he's following, and he doesn't understand the rationale for the recipe." Before the work began, I mentioned that I needed some grading on the other side of the house. The foreman offered to do the work on the side, and said that it would be much more expensive if Woods bid on the work. He asked about doing it again after he was done with the foundation. I told him Woods wouldn't be doing more work on my house. I haven't mentioned this to Woods. I wasn't looking to get anyone in trouble, but at this point I think the public needs to know. ***Crack repair*** Filled cracks very poorly on the interior of the foundation. There were still holes visible where the cracks were not completely filled. They also completely missed the largest crack where you could see daylight through the foundation. This is not an actual problem for my foundation, but illustrates very poor work quality and attention to detail.