Custom Basements LLCReviews of basements.com

Found five areas that I am not happy with.

While I wish I could rate my experience in 3 parts, instead I will explain my 4 star rating. My husband and I were referred to Mid Atlantic from a friend whom recently had their basement waterproofed. We bought our home in May and have had water coming in our finished basement every time it rained since we bought it! So we had enough and decided to call Mid Atlantic! Lon was the gentleman who came and did the inspection and provided thorough information! We really liked him and we didn't feel pressured at all!! When we were told they could save us some money if we were able to be flexible with installation we agreed and they said they could have the job started in 4 days! We were told it would be a 3-4 day job. So we moved all our belongings to the center of our basement and covered everything and were all ready to start Friday! The crew arrived at 10am and did the walk through and explained the process and then they got started. They worked till 3 and informed us they would not be back until Monday due to the dump location being closed because of snow 4 days earlier. The crew was working with a maybe 8x8 pull behind trailer and we have a 150square foot basement, so it quickly filled with debris! Monday they came and continued work again 10-3 and Tuesday morning I get a call telling me they can not work due to the dump location being closed again bacause of heavy rain! Frustrated with the planning and scheduling of the job I called the main office! I spoke with Brittany who was super sweet and understanding of my concerns and assured me that the manager would be in touch! Fast forward to Thursday the last day of the job the crew shows up at nearly 11am and as I am out walking my dog I spot a Mid Atlantic truck parked up the street from my home. As I walk past it I look right in and the gentleman is just sitting there. So I proceed back to my home with my dog and he sees me go inside. I find this very odd so I go back outside and look up the street, the pick up then slowly pulls down the street and into my driveway! He proceeds into my side entrance to talk with the crew for about an hour. As he leaves he comes and introduces himself and asks if I have any questions! Never did he apologize about the length of time the job took or acknowledge my concerns I expressed when I called, he didn't even explain he was the manager! I asked if it would be done and if the crew would explain the system he told me yes and left. Through the whole experience the crew which consisted of Eduardo, Moses and Luis where wonderful! They were Professional, they communicated and were down to earth and personable! I am however very disappointed in management for many reasons! They need to plan better, they need a plan B when the dump locations are not open to keep the jobs moving and they need to provide the crews with more help such as bigger trailers and help with getting material to and from the job sites! These guys had to run all over creation before even starting their day just for materials! Maybe having another truck bringing materials and disposing of debris would help keep the jobs on schedule as the crew works! While the financing options were helpful and the crew wonderful and the system backed by a lifetime warranty they certainly need to reevaluate their scheduling and management techniques! I as a small business owner know how important it is to follow through when you give an estimate of time it will take to complete a job! I understand somethings are out of our control and things come up but as a reputable business that's been operating for 50+ years I expected better from management!

Had to have them return to complete area not originally done... still have fuzzy stuff on walls and some area of floor and they have not return to fix as requested

After playing the negotiation game, including, " I'll have to call my manager". (I thought I was on a used car lot) Negotiated contract price. Then after workers arrived they said floor in one part of the basement wasn't thick enough to do what they had to do. The salesman then called me to tell me they could not do the job for the contracted price. That I would have to hire a company to lift my boiler and oil tank off the floor so they poor a new floor. The new floor was of course was addition $$$$. I thought what good is your contract. I mean what if you do the job and I tell you, I can't afford that original contracted price you just have to accept the money I have available. The actual workers were the best part of the whole job and they were subcontractors. My suggestion is to contact a small company to begin with to avoid all the additional salaries of the salesmen and back office people.

Product works, clean up was not to good and have still not received the air freshener I paid for after numerous phone calls.