Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Work was completed on an interior French drain. The original project contract included digging a sistern for the pump, adding electrical, drilling through the foundation of the house, hand excavating a shrub bed, tunneling under a sidewalk, and adding 20ft of discharge pipe. None of these were completed, the system was installed using an existing sistern well, electrical, and discharge pipe. I feel because of this, there should be some type of refund. Additionally, the discharge pipe was routed into a pipe that is not confirmed to be routed to a downspout. My concern with this is that the water being discharged from the house may simply be returned to the ground at the foundation. I have called 4 times over the past month; twice leaving messages and twice speaking to a representative. No one has returned my calls. .

  Business Response

  Date: 12/22/2024

  I have met with my team to review this situation. Ultimately, there was a change order on this project that did take the discharge line work off of the job but it was replaced by demo work that we did not originally contract for at the time of the sale. The demo work was actually more expensive than the demo work that we performed. There was a change order that the customer signed that I will attach to this response. There is a landscape well that was not installed and the change order did not address this so we will be returning that amount to the customer. Also, we will be contacting the customer to setup an inspection to flood test the line to verify that it is conducting the water properly. Please let me know if you have any other questions.

  Customer Answer

  Date: 01/08/2025

  1. The representative from the company only contacted me on Friday 1/3. The representative was not part of the management team and not authorized to work towards a mutual resolution.
  
  2. In the dispute, the company stated I was charged for 25 feet of wall removal. This is inaccurate. The total amount of drywall removed was 16 feet long, and only 6" high. I feel that the reimbursement is not commensurate with the scope of removal.
  
  3. To that end, the work commenced on removing that wall without any discussion on the cost of the job. It was not quoted in the original plan, nor was I made aware that I needed to remove it. My wife was notified the day of the job (she was at home, and I was at work) that the original plan could not be followed and they were not sure if the job could be completed. This was stated to her after we had made arrangements to clear the space of furniture and remove our laundry tub. She felt she was under duress to grant approval to commence without fully knowing the change in cost. It was not until I returned form work and saw the job had been completed that the crew chief stated there could be a change in price.
  
  If possible, I would like to keep the dispute open until a mutually agreed upon resolution can be reached. 
  
  Thank you
  
  ******* **********

  Customer Answer

  Date: 01/08/2025

  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, details of the offer I reviewed appear below.
  
  

   

  1. The representative from the company only contacted me on Friday 1/3. The representative was not part of the management team and not authorized to work towards a mutual resolution.
  
  2. In the dispute, the company stated I was charged for 25 feet of wall removal. This is inaccurate. The total amount of drywall removed was 16 feet long, and only 6" high. I feel that the reimbursement is not commensurate with the scope of removal.
  
  3. To that end, the work commenced on removing that wall without any discussion on the cost of the job. It was not quoted in the original plan, nor was I made aware that I needed to remove it. My wife was notified the day of the job (she was at home, and I was at work) that the original plan could not be followed and they were not sure if the job could be completed. This was stated to her after we had made arrangements to clear the space of furniture and remove our laundry tub. She felt she was under duress to grant approval to commence without fully knowing the change in cost. It was not until I returned form work and saw the job had been completed that the crew chief stated there could be a change in price.
  
  If possible, I would like to keep the dispute open until a mutually agreed upon resolution can be reached. 
  
  Thank you
  
  ******* **********

   

   

   

   

   

  Business Response

  Date: 01/09/2025

  At this point, we would like to get out to Mr. ************ residence to review this with him to make sure everyone is on the same page. Our **** are reaching out to setup a meeting.

  Customer Answer

  Date: 01/13/2025

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* **********

  Customer Answer

  Date: 02/05/2025

  Hello, The complaint is still open but should have a resolution by the end of the month. I am meeting with a field supervisor on 2/26 to discuss the job and next steps. 

  Business Response

  Date: 02/06/2025

  We look forward to being able to take care of this for Mr. ***********

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 30 2024 $28,000.00 Professional Workmanship Broke my cracked wall worse than it was to the basement Had to replace the block wall with a new block wall and pour it solid with concrete No Resolution Wont call back Been trying for over a month now I would like half my money back to pay for the new wall ive had to put in with the extra materials needed for this project plus my time spent on this also

  Business Response

  Date: 09/23/2024

  I have spoke with my Production Manager who gave me the following feedback regarding Mr. **** project. We did wall anchors on the wall in question. During the process of tightening against the wall, there was some additional cracking that occurred in the wall. This is very common and nothing we were concerned with as we are the ones that were warranting that the wall would not move any further once the supports were up. Mr. **** called the office because he was concerned about the cracking and our Production Manger, *** *****, came out to assess and told Mr. **** that the cracking is normal and not a concern for us. Mr. **** said he wanted some money back for the cracking which is not something that we would do as this is all part of the installation but Mr. ***** asked him how much money he was looking for and Mr. **** said he would have to talk to his father and get back to us. The next call into the office was Mr. **** telling us that he had taken down our anchors and rebuilt the wall. 
  
  Keystone fully fulfilled the contract and the wall in question was in perfect structural shape with the repair we had on the wall. The customer took it upon themselves to remove our supports and rebuild the wall. Keystone did not do anything here to breach the contract and as such, we are not willing to refund 50% of the work that we fulfilled as per the contract. Even if there was an issue with the work, which we saw no such issue, the contract states that Keystone would come back out and make any necessary corrections to remedy those issues. Due to the customer rebuilding the wall and removing our work without our approval, we were unable to do any repair that could have been needed. We do not see any fault by Keystone in this matter. 

  Customer Answer

  Date: 09/24/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] They told me in so many words i could knock out the side of the block and pour it solid but that was up to me and i showed him the top section of the wall was loose from the rest of the wall and i did take it upon myself to fix it because it was a danger and was worse than when i called them to fix it thats why i called them i didnt wanna have to do this but here i am stuck with poor workmanship they left the yard a mess pushed all the dirt back in against the wall in question  with the trackhoe and buried my french drain which i then had to get a machine and laborer to dig it back out   i am beyond not happy with the work provided on this part of the project 
  
  Regards,
  
  ***** **** ***

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Keystone to install three crawlspace doors and replace crawlspace vents with their covers. I have contacted the sales person ****** **** and an associate at the business (?*******) as the work has not been completed. And the work that was, my current contractor noted water in the foundation where the crawlspace doors were. Also the frame from the one door installed is falling apart. They have sent three people out to finish and they all have said they werent told by the office what needed done. The work was not finished and some of what was done is apparently failing already. The person who originally came out to work, ***, admitted he was not adept at working on stone. Neither was **** who came out. Or ***, who my husband did a walk around with. Or the final guy who came and told my husband that he wasnt told what needed done and left. I want my money back given the shoddy quality so I can hire someone else to fix the mess left.

  Business Response

  Date: 09/17/2024

  We have been out to this customer's house a few times to remedy some issues that they have with the project. We are more than willing to fix anything that is not working properly. That being said, there have been some failures in communication along the way because Mrs. ******* was not available for the walk throughs to determine the next steps. In order for us to perform the correct and final work, we would like to request that Mrs. ******* is there for our manager to walk through the job with her. 

  Customer Answer

  Date: 09/17/2024

  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, details of the offer I reviewed appear below.
  
  I communicated to both ***** and *** that the work was not complete. Attempted to attach texts from them both. I also mentioned the same to someone who called in March from the office to ask how the techs did. She was to send an email to the team and I never heard a response. I did a walk through with ***** ***** to the work being done. The contract had everything that was to be done and the materials to be used. My husband did a walk through with *** and the final tech sent communicated to him that the office didnt tell him what needed to be done. Both of us have already taken time off work for this company when they have come out to work. The first time I felt pressured and uncomfortable with the tech *** as he wanted me to approve the work he did which wasnt to the contract. They also burnt our internet wires with spray foam. The second tech, ****, did put a panel up where it was needed. The third tech was above.
  

  The work they did on the crawl spaces, the frames are already falling apart. The crawlspace covers they did install are warping. The foam piece that *** shoved in is showing degradation from the elements. 
  

  I want a refund so I can have another company repair and do what they were contracted to do.

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

  Business Response

  Date: 10/01/2024

  We have not scheduled anything without someone's consent. We are trying to get out to the properly to perform the regular service that is being discussed here. For some reason, Mrs. ******* is acting like we are trying to do something wrong in an attempt to get out of her contract. We have fulfilled the contract and are willing to come out and make any corrections that Mrs. ******* believes should be made within reason and yet we have not been allowed to do so. If we can come out then I believe we can get this rectified. We await Mrs. ********* response.

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I dont agree with some of the statements, I spoke with my husband and just want to settle this. This company and their work practice has caused upset to us and my elderly mother; fortunately we will not have them for any future projects.
  

  I want the work completed per the contract with the Everlast doors (and repairs to the degraded doors) and the gray vent covers on the designated areas and sealed. I want the yellowed spray overfoam they left cleaned from the foundation in places.
  

  I do NOT want ***, who made me uncomfortable with his presence and his approach, to be present for the job. I do want their project manager *** present as he wasnt prior when the work was being done (though I was assured he would be).

  I will be in contact with the company when I can get a day off work to be there as requested as they only work Monday-Friday as do I. I lost my time off accumulation given I had to take extended caregiver leave from work earlier this year.

  I think its unfortunate that despite my documented contact with the company months prior, they didnt care to address the unfinished work and errors made until I filed a complaint with the BBB. 
  
  Again I will agree to resolve and have them finish this job. 
  

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

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new kitchen floor put into the house,which needed the old floor ripped out and the house basically raised. I have the following complaints.: 1: When cutting the old floor out,numerous electrical wires where cut or unknowingly cut,causing numerous costly visits from our electrician. 2:I was not made aware I had to take care of dumpster bag costs. Nothing said to me or in the contract. 3: There was no final walk through with the contractor viewing the finished work. I wasn't even made aware that they finished. 4: The final floorboard layout is shoddy in bathroom/shower area,with portions of the board left open with gaps.

  Customer Answer

  Date: 08/19/2024

  My name is ***** ****** and I recently took a complaint out with Keystone Basement. The complaint number is **********
  I took pics of the shoddy flooring. 

  SEE ATTACHMENTS

  Business Response

  Date: 08/20/2024

  My Production Manager Joe Piper has reached out to *** ****** to setup a site visit to evaluate the concerns that he has. Once we have determined what is going on, we will be able to take the next steps. 

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would just like the job I contracted with Keystone to be completed. Since accepting a contract with Keystone and paying a deposit of $338.16 on July 6, 2023, the job has yet to be completed. The job was originally scheduled for 10/5/23 but was cancelled by Keystone several days before. It was again scheduled for 04/25/24 at 1:00 PM however the workers never showed up and I received a call shortly before 5:00 PM that day advising that they were not coming. I was advised that my job would be placed on a "priority" schedule, but nothing has happened, to date. I have since sent three emails to the staff at Keystone including the Owner/President, Aaron ***** requesting and update and have not received a response. On 5/14/24 I left a voice message requesting a return call and never received a return call. Please help. Thank you, *** *******

  Business Response

  Date: 05/20/2024

  We have definitely had some issues in getting *** ********* project going but I am happy to see that we have him back on the schedule for this Wednesday the 22nd of May. We look forward to completing this project for *** ********

  Customer Answer

  Date: 05/21/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  This is news to me. They called and left a message requesting a return call, which I did at 11:58 AM, yesterday.

  They never called back. Last evening I sent an email to them and have not received a response to the email.
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 05/29/2024

  Kindly re-open my ********* ********** The information provided to you last week by the business, Keystone Basement Systems was false.
  The business did not contact this writer to schedule my project on Wednesday, May 22nd. In fact, I waited here all day on May 22nd and they did not call me or show up to complete the work.
  
  This company misinformed your office. This is an example of the business practices I the consumer have had to put up with for nearly a year now since I first paid the deposit to have my project completed by this company on July 6, 2023.
  
  Your attention to this matter would be greatly appreciated.
  Thank you,
  *** *******

  Business Response

  Date: 05/30/2024

  I do have to apologize. There was a communication error here in the office that had the project being done on the previous date which obviously the crew did not come out for. I spoke with our scheduling department and our coordinator Jarrod informed me that he had *** ******* set back up for Tuesday June 11th. I will personally make sure that this date is not missed and we will do the best work possible for *** ******** 

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  contract signed on 8/22/23 to waterproof my basement for a total of $20,849.32 with a down payment of $1000. Balance of $19849.32 was financed by Synchrony credit card. Twice they have come out to look at the leaks. Neither time did they follow up like they promised. They guaranteed"a dry floor area for 25 years." I have at least 3-4 leaks. They promised to take care of the mold and then told me they do not do the floor joists which is where most of the mold was. I had to spray with bleach numerous times because it was so thick that I had to vacuum the mold and respray with bleach. They paid themselves before the job was complete without an inspection by me.

  Business Response

  Date: 03/14/2024

  Keystone Basement Systems started the contracted work for **** ****** on 9/11/23. We completed the work on 9/13/23. This work was fully completed according to the contract that was signed between KBS and **** ****** on 8/22/23. **** ****** setup a service appt. on 10/27/23 as she found a leak near the system. It was determined that the leak was coming in from above the rim joist in the basement so it was essentially happening because it was above the basement wall. The KBS system is not designed to capture that type of leaking. To stop this type of issue, the grading outside would need to be altered to direct water away from the wall and a good seal would need applied to the joint between the outside sidewalk and the first story of the building’s brick/stone façade. This was all explained to **** ****** at this appointment and how we do not provide those services. Our system is designed to handle below grade water leaks through the foundation walls and floor slab. **** ****** had these types of leaks all over the perimeter of the basement and the system we installed is controlling that water without failure. In regards to the mold, we are not mold remediators and we never told **** ****** that our services would control mold. At the time of install, we do a simple mold wash service for all of our customers where we kill visible mold at that time with a simple spray. This does not stop mold from coming back. Our objective is to kill it at that moment and then install a system to control water in a basement. The issue is that **** ****** still has an active above grade water leak and no method for proper dehumidification which were not part of the contract. That leak is still allowing moisture into the basement and moisture in the air will allow for possible mold growth to continue. That being said, we are not mold remediators and so we cannot say if there is active growth or not. 
  
  At this time, we have fully satisfied our contractual obligations and we are more than happy to continue to help **** ****** in any way we can to facilitate these outside issues but they are not part of the original work which has been inspected and is working efficiently. Please reach out with any further questions.

  Customer Answer

  Date: 03/19/2024

  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, details of the offer I reviewed appear below.
  
  The letter from Keystone basement systems is a total lie.  I'm sending pictures and  videos of the numerous leaks in the basement along with texts I sent them. 

  The last text was from Chris B***** on oct 18th 2023.  On sep 15th I had a plumber put in a water faucet in the basement so David could finish the cement work.  I was out of town that week and did not get home until late Sat Oct 21. NO inspection was done prior to them paying themselves on Fri. Oct 20th.

  
  

  
  Regards,
  
  *** ******

  Business Response

  Date: 03/22/2024

  I am sorry but the pictures that **** ****** is submitting have nothing to do with her project. She talks about and keeps submitting pictures of her first floor floor joists which had nothing to do with our installation. We are not mold remediators and never told **** ****** that we would be removing any mold from her basement. We control the water intrusion through the walls and where the wall and the floor meet. We also have the ability to control the moisture in the air which could also contribute to mold growth but that was not part of **** ******'s project. 

  We would really love to resolve this situation though as we do not like any of our customers to feel this poorly about their experience and it seems like a lot of this is based on confusion as to what our services were going to address. As it appears that the mold is a main source of concern for **** ******, we would like to offer her a Sedona Dehumidification system for no additional cost. This is usually a product we install for around ~$2,000. This is by no means get rid of any existing mold in her basement. She will always need a mold remediation company if she want to fully remove any existing mold from her basement. That being said, with our existing system to control ground water and the inclusion of a Sedona dehumidifier, we will be virtually controlling all of the available excess moisture that could lead to mold growth in the future. I really hope that **** ****** accepts this offer as a means to satisfy this situation so that she can start enjoying her basement again. We will wait for her response.

  Customer Answer

  Date: 03/25/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  The mold was never the main concern because once the water stops coming in the mold can be handled with a dehumidifier.  The problem is that water is still pooling on the floor from behind the steps, behind the boiler, and a few other places.  I was promised a dry basement and that is not what was delivered. I complained about the mold because the joists were never sprayed.  Chris answered me with "we don't do the floor joists". If that is the case, I should have been told so from the beginning. Now they tell me the water is coming in from above the basement.  I don't know what that means, but if they could not fix the problem, they should not have taken on the job and charged me $20,000.

  
  Regards,
  *** ******

  Customer Answer

  Date: 03/26/2024

  The mold is not the issue here.  The water on the basement floor is what they promised to control.  Obviously they did not fulfill their end of the contract.  I will call another company and get an estimate as to what it will cost to make this right.  They can either fix the problem or refund my money.

  Business Response

  Date: 03/29/2024

  We are going to contact **** ****** to setup our Production Manager to come out to inspect the basement to see the leaks that she is referring too so that we can setup a plan to hopefully resolve this issue. 

  Customer Answer

  Date: 04/01/2024

  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, details of the offer I reviewed appear below.
  
   I would like to accept Keystone's offer to contact me and come look at the actual leaks. But, until they fix the problem, I want the complaint to remain open.

   
  Regards,
  
  *** ******

  Business Response

  Date: 04/08/2024

  It says that we have to respond which I am doing but the situation is currently open until we can examine the issues the customer is referring to. We will be contacting her this week to get it on the schedule.

  Customer Answer

  Date: 04/10/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** ****** 

  I do not want to accept and close the complaint. I do want to be contacted by Keystone so that they can then decide what to do to solve the problem.

   

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I bought my home I had leaks in the basement I called keystone to install a French drain and remove mold correct all issues , at the time there was a sub pump in my basment I was quoted 10,000 then I was told since I already had the pump it would be completed for 8,000 we paid they did the work , now In the process of selling my home I failed a dye test because keystone tied the French drain in the sewer system which is illegal. The sewage company came out and questioned whom I had to do the service as it is not legal I stated I had a company preform it and they told me to call them back because this will not pass the sub pump I have in the basement was for my washing machine only to pump the water into the sewer system which is legal , they sewage company stated they have compromised the pump / and the pit it is in by drilling holes and tieing in the French drain , I called the company they came out asking me whom completed the work as I couldn’t remember the specific guys name all I know is he worked for keystone as that is whom I called for the estimate and the work to be done , the manager Josh was whom was sent out I went back and fourth with him because they expected me to pay more money to have an additional pump out in I didn’t agree because we were told we didn’t need one and as a home owner I don’t know what can go into the sewer I trusted this reputable business to complete it , someone called me from the company and stated they would honor the original price of 2,700 since it was there mistake to not put the other pump in originally there was a verbal agreement to come out fix the issue as I explained the dyes test and it failing and what needed done they understood as Josh was out saw the holes ect how ever the person whom called me his name was Joe , I called and called to finally get scheduled for the fix , they sent out 3 young guys who knew nothing about what was going on and were tryna to use the same equipment and charged my card 3,300 more

  Business Response

  Date: 02/22/2024

  So it is super unfortunate when people have the ability to do this to a company that does the right things. The true story here is that we installed a system two years ago and this customer wanted to save money against our advice and keep their existing pump rather than us replacing it properly. Their existing setup was illegally tapped into the sewer. Again, against our advice (as outlined on their contract) they chose to not replace the pump properly. Fast forward to this past month where they are selling the property and failed a dye test on their pump which KBS DID NOT install. Amanda called our office, continuously cursing at us that we installed the pump and were responsible for fixing it for her for free. Even though she was incredibly rude to our team members we decided to extend an olive branch to an existing customer by offering to replace the illegal pump setup for the old price that we offered her two years ago (our prices have gone up slightly since then). We went out to install the new pumping system and correctly take the discharge pipes out of her sewer and outside of her house last Friday. When we got there, she instructed my crew that we would have to tie her sink water into our pump instead of her putting it into her sewer system as is code by a plumber. Putting her sink into our pump is again against code and would have her again fail the dye test. We told her that we could not do that which resulted in her cursing out and being abusive to my team again. At that point the decision was made by the company that we have tried to be as helpful as possible for something that we never did and have in writing that the customer understood this, and that we were no longer willing to do this work for someone that would treat my team like this. It is honestly appalling to me that there is now a negative review regarding this as well. We are a reputable company that showed the customer how to do things the right way and they refused and chose to keep an illegal hookup and yet now blame us for the situation. We have not charged this customer any money either even though my crews lost a day of work and all the hours we have spent being cursed at by this owner.
  
  Attached here will be a copy of their contract from 2021 that states that we are tying into their existing pumping station and there is NO WARRANTY on our work as a result. You will also see that we have a recommendation page on our contract that states that we recommend they replace the pumping system with ours. 

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello...i originally met with keystone basement system in june of 2022 due to water in my basement caused by rain. we decided to install a french drain system without the wall membrane as it was not strongly recommended as an integral detail....it seemed optional. following the installation of the french drain, i continued to get water in the basement each time it rained. evidently, with my inconsistent wall structure, a membrane is required to keep water in the drain. i sent keystone pictures and after some back and forth, they decided they would install the membrane in the "problem" areas only. pls know that i had to pay for the replacement of drywall and paints twice. keystone refused to cover. today, sept 2023, i'm still getting water in my basement due to the bandaid vs correct way of installing the french drains in my basement. i would like keystone to either refund me or do the job correctly without additional charge for installation, drywall, or paint. i attempted to contact keystone a few weeks ago and they have not returned my call. i also have an attorney's name if this does not work out. thank you very much. The amount of $ listed below does not include the drywall replacement or the painting.

  Business Response

  Date: 09/13/2023

  When we meet with our customers, we always make sure to go over every aspect of what we can do for our customers' issues. We will show a customer everything that we recommend for a specific problem. When it comes to wall membranes, we do not make them a mandatory product as more than 95% or so of our customers do not have wall issues after about 4-6 months after installing an internal system because the system is able to control the water table to the point that water does not sit outside the walls enough to come through them. Now, every house is different between how the water sits around it and how permeable the walls are. For *** ********** property it looks like he is one of the unfortunate few who still have the moisture coming through the walls due to these circumstances. Again, that trying to get ahead of this type of issue, we suggested the membrane at the beginning but *** ******** chose not to purchase that product for his project. While we are totally willing to put the membrane up for him, the company cannot be held liable for the homeowner choosing not to purchase the product. KBS is definitely willing to work with *** ******** to get the membrane up on the walls in question but we will not be paying for any finishings that were put up on the walls in question. 

  Attached is a change order that *** ******** signed that specifically referenced the fact that additional membrane could be needed and it would come at an additional cost and the crew also recommended that work to be done.
  

• Initial Complaint

  Date:08/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company with concerns about a crack in my garage. The company came out and within 2 minutes of looking at my walk they told me that I needed foundation piers. I told them that I hired a structural engineer to get their professional opinion and planned to get another company’s opinion. The salesman prided himself on how their company does not push for a sale and wants us to make an educated decision. He asked us to sign a document simply locking in our price and reassured me that I was not obligated to have any work done. He said we could call him within a year and the price would be the same. Come to find out, I signed a contract with the company who is now trying to sue me for work that was never completed. I was not advised I was signing a contract and was misinformed.

  Business Response

  Date: 09/01/2023

  We have canceled this customer's contract and are not seeking any funds for the cancellation. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** * ***** ****** ,entered into an agreement with Keystone basement systems on 06-01-2023 to repair our front porch. The total cost was paid $3,006.44 on that date. we were told by Mr. Timothy B****** who prepared the project summary, that they were busy well into July. we have been waiting for a date for the work to start. I have been trying to communicate with Keystone and have not been able to for a start date on my project.There has been no communication from Keystone.

  Business Response

  Date: 08/03/2023

  Our concrete projects do not schedule like normal jobs as it is more of a standby nature due to the fact that concrete projects are affecting by weather and other things. That being said, we would love to get the ******** scheduled. A phone call was placed today and a message was left and I am sure we will connect with them shortly to get them scheduled.

  Customer Answer

  Date: 08/07/2023

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******