Response from Hydroscapes Inc.
This was a 2013 drainage project that admittedly did not go as exactly as planned. However, our company did stand by our work and service guarantee to insure the situation was properly rectified. A preliminary site inspection, interview with the customer, and review of customer videos of flooding revealed an overabundance of runoff coming from an up gradient library. Our initial solution was installed in order to handle that water. However, what was not revealed in advance by our due diligence was additional runoff from the library which first hit a neighboring yard before entering the customer’s property at a secondary location. Once Hydroscapes was made aware of this further issue, we immediately returned to the property to modify the original installation at no additional cost to the customer. When a follow response to a drainage job arises, this immediately becomes a top priority work order in our system. After all of our work was completed, the crawl space beneath the family room continued to receive moisture following rain events. While our outdoor solution did have a significant impact in remedying the original flooding conditions, 100% of the ground water was unable to be diverted from this area. As a result, we stood behind our service guarantee and paid for an interior perimeter drain to be installed as well as to refund an additional amount due to the extenuating circumstances. The end result for the customer was a far greater scope of work than originally proposed. We performed 142 drainage projects between 2013 and 2014 and unfortunately, this is the only one that did deliver the results that we promised our customer. We spent considerable time and resources in order to stand behind our guarantee and not take their business for granted. It is very disappointing that this customer remains dissatisfied with all that transpired 1.5 years later.