This is in response to the complaint filed by Alan and Candace of North Woodmere on March 15th, 2010. Since we had no knowledge of this complaint, we are late in responding.The first issue we would like to point out is that this site is not an official site of Consumer Affairs Agency which is a government agency. This is merely a private company that gives people a forum to express their likes and dislikes and is extremely deceiving. When we questioned the official Nassau County Department of Consumer Affairs, they made it very clear there is no affiliation and they have no complaint on record.
Candace and Alan were customers of ours many years ago. They have not been customers of ours for at least 10 years now. We did indeed install a french drain system in their basement approximately 10 years ago. At the time of the installation the *** were completely satisfied. About four years after the installation, after a particularly intense rain storm, we received a phone call saying that their basement had flooded. They were asked repeatedly if they had lost power, had a circuit breaker popped or did someone for any reason whatsoever unplug the pump. The answer was always the same, no!
We sent workers to their home immediately only to find that the contractor who was working on refinishing their basement had indeed unplugged the pump to make use of the outlet and left it unplugged for an undetermined amount of time. This was done during the rainstorm when water tables were at an all time high. The pump is the heart and soul of the system, which they were, of course, aware of. Unplugging for even a minute will cause the system to overflow and flood. The ***, of course denied this and there were several unpleasant calls back and forth which we managed to save on tape where they did eventually admit that their contractor had indeed unplugged the pump.
Even though this was not our responsibility, in an attempt to maintain the high quality of customer relations we strive for, we paid to have their carpet cleaned. They tried to tell us that since we installed the system four years ago, it had never rained; not once in four years and so the system never worked.This statement was and is beyond ridiculous. After that incident, we had not heard from Alan and Candace for years until this past March 2010 when they called us asking us to come and give them an estimate for additional work. After giving this request a great deal of consideration, we opted not to do any new business with them which was completely within our rights considering the last unpleasant incident. They did not call us to ask us to come back and repair an area we had worked on but to do a new job. Apparently they were not happy at our refusing to take them on as customers again and thus they wrote this bogus complaint against us.
We feel this complaint needs to be removed immediately from your site as it is based completely on lies and has no relevance. The sooner it is removed the better. We do still have complete documentation of all the above.
