Complaints Policy

Waterproofing work happens in someone's home, and sometimes things do not go the way anyone planned. When that happens we want to hear it directly, early, and in your own words.

Last updated: August 18, 2026

How to Raise a Concern

Call (667) 213 6897 or email [email protected]. Either one reaches us. If it is easier to explain by phone, call and ask for the person who handled your project.

It helps if you can tell us:

Your name, the property address, and roughly when the work or visit happened
What was supposed to happen and what actually happened
Photos, if the issue is something you can see
What outcome you are looking for

You will not be penalized for complaining, and raising an issue does not affect any warranty in your agreement.

What Happens Next

We acknowledge it within two business days. You will hear from a person, not an automated reply, confirming what we understood and who is handling it.
We look into it. That can mean reviewing the estimate and job notes, talking with the crew, and in most cases coming back out to look at the work.
We give you a written response within ten business days. It explains what we found, what we will do, and the timing. If the review needs longer, we tell you why and when to expect an answer.
We follow through and check back. After corrective work, we confirm with you that the issue is actually resolved.

If You Are Still Not Satisfied

Ask for the complaint to be escalated to Mark Ellison, who founded the company. He will review the file personally and respond to you.

You always keep your outside options. For home improvement work in Maryland, homeowners can contact the Maryland Home Improvement Commission, part of the Maryland Department of Labor, or the Consumer Protection Division of the Maryland Attorney General's Office. Using this policy first is not a requirement, and it does not limit your rights.

What we do with complaints

We keep a record of what was raised and how it was resolved, and we review those records so the same problem does not repeat on the next project. Complaints are the cheapest training we get.

Questions about this page?

Tell us early. Small problems are much easier to fix than old ones. Call (667) 213 6897 or email [email protected] and we will get back to you.