- Approximate cost of services:
- $1,033.00
- Company Response
Good morning, Louis,
We are disappointed you were dissatisfied with your experience with Clarke Basement Systems. We understand your frustrations and appreciate your feedback. However, we would like to add more to the story. Your project was scheduled in our system for a very long time. You received a confirmation call 3-4 days in advance to confirm that all was still on schedule and that our crew would be at your home on Monday morning to begin the job. You claim to have cancelled on Sunday afternoon, the day before the installation was scheduled. Our inspector was led to believe that you did not want to cancel the job but instead just change the scope of the work. Willing to accommodate, our inspector showed up at your home Monday morning to put a new plan together. We told our crew that changes would be made to the original plan, but the job was still scheduled to be installed. Unfortunately, you sent them away once they arrived and told them they no longer had a job to install at your home. If there had been a definitive cancellation, our crew and inspector would not have come to your home first thing Monday morning. However, if you did cancel on the Sunday before the job, our business is not open on the weekend so come Monday morning, our team would have been thrown for a loop. In our contracts, we have a last-minute cancellation policy of 7% of the job for situations like this (taken from the initial deposit). The 7% is to cover the time lost for the crews who no longer have work for the day and any other expenses that it may affect. The only additional money added was $110, which covered the cost for the crew coming up only to turn around once they got there. That could have been avoided if you had definitively cancelled the job. If a permit was required, our owner told you that we would pay for the permit and the plumber (who would confirm that the City of Peterborough approved the work). Also, our owner offered to discount the project by $800 to ensure you would get the money for your rebate (even if the City of Peterborough didn’t refund you $800). We felt we were compromising and going above and beyond to rectify the situation, but you rejected our offer. In this situation, we felt we were going the extra mile to improve your experience with us. Our owner, sales, Service, and production departments have spoken to you several times. You are correct regarding your comment about us removing a subsidy rebate from our website. We removed it, as the last thing we want to do is mislead our customers. However, the government provided this information on our website, not us. We are sorry that it did not apply to you. We, unfortunately, do not make the rules. It would be best to buy a sump pump because you genuinely need one, not because you get a government rebate. A rebate is an excellent “bonus” for homeowners for doing the right thing for themselves and their homes. We install over 500 sump pumps every single year. We are proud of our work and the basements we keep dry daily. We are sorry that you were unsatisfied with our company for your project. Our offers still stand on compensation, so please reach out if you have a change of heart.2nd Response:
Hi Louis,
It is interesting to see how differently you see it. We are glad you found another solution to prevent your basement from flooding. The solution you got with your plumber was undoubtedly different from what was discussed with our inspector. This may be why you changed your mind about not moving forward with us in the final hours, as with our system, you were getting A LOT more than just a sump pump. However, we respect your choice and are happy to hear you are still trying to solve your water seepage issue. We stand by our comments and encourage any readers of this review to look through the hundreds of positive reviews we have accumulated over the decades we have been in business. We wish you the best, Louis and hope everything works out for you.