Audrey in Russell

What’s the point of having a Lifetime Transferrable Waterproofing Warranty if the work never gets completed or the company does not fulfill their contract? Poor customer service, poor communication, poor workmanship, empty promises… this is what City Wide provides its customers! I hired City Wide to waterproof the exterior wall of my basement in October, 2018. City Wide Inc sent out a group of workers to start the job on Nov. 15, 2018. The crew was sent out WITHOUT a work order or a site supervisor. Who sends a crew to do a job, when the crew doesn’t know what to do? The job was rushed and was not completed properly. The crew was on site for 1.5 days and left without completing the job. As CIty Wide did not follow up with the customer, we, the customer, had to reach out to City Wide to find out when they would complete the job. On November 28, we had an on-site meeting with Richard, as we felt he needed to see exactly what the crew had left undone. Richard agreed that the job was not completed and stated that more work would be required. Even after this visit on November 28th, there was still total silence from the company. There was no plan put in place and no further communication from Citywide. This was the first of many instances that City Wide Group did not follow through with promises and dropped communication. On February 4th, 2019 my basement was flooded, due to water flowing in directly at the site they said they repaired but never completed, causing considerable damage to the walls and floors of my basement, including the furniture. We requested another on-site visit, which was booked and then cancelled by City Wide. It seemed no one felt the need to come and have a look at the damage that their poor workmanship caused. After several phone calls and emails, a meeting was finally set for February 7th. During his Feb. 7th visit, the site supervisor agreed once more that work was not completed and said that the work would be completed in Spring, 2019. Once again, I was not contacted by CityWide to set up completion of the job in Spring, as promised. On July 8th , I reached out to the company via email, as I had heard absolutely nothing regarding proper completion of the November, 2018 job. I once again got the runaround. Dates didn’t work, tires were flat, site supervisor couldn’t make it, etc. One poor excuse after another, instead of satisfactory customer service. On July 22, Richard and Vlad came to do an inspection to confirm what was necessary to complete the job on the outside, as was originally contracted for in 2018 (9 months later.) On July 31st, the site supervisor changed his mind and ordered a crew of six men to complete the job cosmetically on the surface, but not complete the structural job that was originally contracted in fall of 2018. City Wide Group does not fulfill their agreement. On January 11, 2020, I had yet another leak in the exact location that had, according to City Wide, been “fixed” twice by them. If the job had indeed been completed properly, as per the contract, it would not have leaked. I immediately contacted Richard and Chris with pictures of the water leaking into the basement yet again. The next day, Richard came to the site and agreed there was a leak and that it was obviously not fixed. They also took pictures and reassured me that I have a lifetime warranty from ground level down. He told me that he would report his findings to Chris the next day (confirming that the leak was indeed still there in that very location that they claim to have “fixed” .) Even after evidence seen first hand by a City Wide employee was presented, Chris still did nothing. No action was taken, yet again proof of horrible customer service. I again, was put through a great deal of stress, constantly needing to reach out to the company, as they did not follow up. City Wide group ceases communication with customers, leaves them to deal with problems caused by their lack of professionalism and does not provide basic customer service, making customers feel the warranty is USELESS! On February 17, 2022 yet another leak occurred in the very same location. I once again reached out to CIty Wide Group. The next day, an employee came to investigate and confirmed that there is definitely a leak in the exact location where repairs were to have been completed. I provided pictures and videos in a timely manner. Chris responded, promising he would contact me with a plan. Several months later, I am once again waiting for correspondence from Chris of City Wide Group. Over three years later, I am still waiting for work, which I paid over $4000 for in 2018, but have incurred over $10,000 in damages, due to poor quality workmanship, unfinished work and empty promises from Chris and the City Wide Group, to be completed! Do not hire this company, unless you wish to be provided with poor customer service and taken advantage of by broken promises and lack of communication. I hired them to fix a leak in my foundation, which should have only taken a few days from start to finish, only to have them create a far greater problem. I am still waiting for the job to be completed. Their slogan is “WE DO IT RIGHT THE FIRST TIME”... This is one customer who knows this to be untrue! I regret ever contacting this company!