Complaint Review: Mid-Atlantic Waterproofing - Nationwide

We had Mid-Atlantic Proofing install their system in 2009. Approx. 2 years after the installation one of the electric pumps stopped working. I have to say that on this occasion that the service was timely, but that will be the last time.

On February 8th, 2016 we came home and our basement was flooded and the pumps had stopped working. There are 2 electric pumps located in opposite corners of the basement and one battery backup pump. There was no power outage, the pumps simply stopped operating. We called Mid Atlantic the evening of February 8th and waited for a technician to call, which never did. I made contact with Mid Atlantic on Feb. 9th and explained the situation. I was told that the pumps were 764.00 each and the soonest that a technician could come would be March 20th, 2016. I explained that the basement is enclosed on 4 sides and an outdoor stairwell drain was incorporated into their system in 2009 and that the water from the rain and melting snow would come down that stairwell and into the basement. At the time of this posting the water was 4 inches deep. Spoke with a manager at 301- 575-5560 and after explaining my anger of this and that I would be posting comments about the service, he stated do what you need to do and hung up. I made contact with 1 - 800- 643-2852 and explained the situation and the manger from the previous number. I was told that ALL corporate managers were at a meeting. The rep also confirmed the installation date of Feb 6th, 2009. As you can see the pumps were out of warranty 2 days and all pumps failed at the same time. She made contact with a manager and I was informed that CORPORATE would only authorize one (1) pump to be covered and the other pumps would be at our cost. I was also informed that the soonest a technician could arrive would be Feb 17th, 2016, while our basement continues to fill with water. I was also given an alternative solution, go to home depot , they have a similar pump and you can install those but then that voids the remainder of the warranty. I informed them that our property is ruined and I was advised to make contact with our insurance company to see what can be covered. When asked what their warranty covered....I was advised it covers parts and installation but the pumps are only a 7 year warranty and the batteries a 5 year warranty. Again let me summarize....the pumps were 2 days out of warranty with one failing approx. 5 years ago...all 3 pumps failed on the same day with no electric service interruption, CORPORATE would only authorize one pump to be covered by them and the remainders would have to be covered by the homeowner for approx. 764.00 each. Or replace with another brand and void the, and I have to laugh here, Lifetime warranty which is transferrable.. BE WARNED>>>BE WARNED>>>BE WARNED..

I made further contact with Carrie, service rep assigned to me, and inquired if she had located the workorder from the pump that was replaced approx 5 years ago. This pump would have a 7 year warranty and that would cover one pump and i was told earlier that CORPORATE would pay foir one pump. Carrie located the work order and while she had me on soeaker phoine stated that CORPORATE would only pay for that pump and the other would be 784.00. So it went from them paying for one pump until they discovered that one pump was under warranty and then it was still only one pump covered...and lets remember.....2 days out of warranty