Holiday disaster: still cleaning up after their FAIL
Months ago, Nusite made my mother's basement leak categorically worse. This claim has been independently inspected, verified and reported on by forensic engineers. My mother, who lives alone, needs to keep a basement tenant to supplement her modest income. After Nusite was hired to get the jump on one small leak in the corner of the basement (she's extremely conscientious as a landlord), more and more water began entering the premises each time it heavily rained. It was even the same colour as the red sand that they used to infill their trench! To avoid mold growth, she has had to remove a portion of the damaged dry wall from her tenant's apartment, exposing the now damp foundation walls, as well as keep a dehumidifier running 24/7. What a terrible thing for her tenant and his two young children to live with during the holiday...! My personal inconvenience has been relatively minor, limited to organizing and communicating with the engineering firm that our family has had to pay on top of Nusite's original fee. (We had to hire them to get independent proof that Nusite's offer to fix the problem for a fee was against the spirit of the original contract.) I'm now heading over to Christmas dinner early so I can shovel melting snow off the tarps covering Nusite's inept weeping tile excavation. Nusite's owners, Ryan and David S. (My final restraint keeps me from naming them) have seemingly passed all responsibility onto the employee/sub-contractor who completed the original work: They won't return our calls or emails. This employee seems not to have the resources or will or skill to correct the job. Nusite itself has taken ZERO meaningful action to protect my mother's home and their brand's name. I've hesitated for months to post this, thinking "They have to do something! Surely, this week they'll take responsibility?" But no. Nothing. So today I'm respectfully posting this. It's a family focused time, one that should emphasize generosity, kindness, and goodwill. We are lucky to have a home at all, I know this. Truly. But so too are David and Ryan S. lucky to have many thousands of my mother's dollars. Let's hope goodwill is put into action now. I've got an extra shovel if they've got the day off...
- Approximate cost of services:
- $8,000.00
- Company Response
We are sorry this customer had this experience. The client made us aware of the issue and we immediately were on it to rectify the situation. We had a meeting with the customer at the end of September 2016 to do a test hole and inspect the work. This is common when there is an issue so we can make sure a proper repair and any discuss potential extras to make sure the waterproofing is perfect. We offered to do the whole thing for free and collect the balance that was held back by the customer (whom we offered free financing). This offer was rejected by the customer at which time they chose to source their own engineer to investigate. Once their report came in it was the beginning of December and we were in constant contact with the customer since the reported incident. We are currently going back and forth with their engineer to solve the issue. The leak/flood the client is referring to was a result of a sinking hole that is common after an excavation and it was immediately rectified and since then there is no reported leaks.
The balance the job payment is still unpaid we are still waiting on the customer to make a decision on the scope of work offer by Nusite. This included a free sump pump, free extra waterproofing to install the sump pump and any structural work needed to complete the work at cost.
We are working diligently to solve this and come to a resolution with the customer and their engineer.