Despite the good reviews, we had a very bad experience with ULB-DRY Waterproofing from the…read morebeginning. The only reason for 2 stars instead of 1 is because Emi (who I was in frequent communication with) was very communicative and helpful, and Omar, who came out for the unnecessary service, was also very kind and knowledgeable. The rest of the experience was terrible.
The home we purchased had previous repairs done with ULB, so we reached out to them when we got water in January due to the waterproofing allegedly being under warranty. To start, it took 17 days to receive a call back from Anthony, who was supposed to be contacting us about the leak. I was in frequent communication with Emi, who I will say seemed to be equally as frustrated as I was with the lack of response from Anthony, which I appreciated. When Anthony finally contacted me, he told me not to contact the office anymore, and to only contact him directly. When he came out, it took him a long time to find the cause of our leak. He eventually decided it was due to a crack (that had previously been repaired) and had someone come out in late February to "repair" it. Every time we had significant rain thereafter, we had water in our basement exactly the same as prior to the service. Finally, in July, we had such significant flooding that we needed to rip the carpeting out and dispose of many items. We contacted ULB and, again, it took 10 days and repeated calls for me to receive a call back. We requested someone other than Anthony come out to inspect the property since he had clearly misdiagnosed the problem, and Stoyan came to assess the situation. He came across as hostile and defensive during his visit - he identified the issue was cracks in the masonry on the exterior wall and that was what needed to be repaired. We got those cracks repaired, as was recommended by ULB, and again, the next rain we received tons of water in our basement.
At this point, it had been 3 separate visits that were done with ULB telling us what the "problem" was, us repairing those "problems", and water continuing to come into our home without any improvement. We decided we could not trust their diagnostics, at which point we requested a refund. We were told that a refund would not be possible, in part due to the contract being "approved and signed" by us prior to the repairs. We trusted that they correctly diagnosed the problem, which is why we approved the services. Of course if we had the knowledge that this was incorrect, we would not have agreed to an unnecessary service; unfortunately, we are not experts in waterproofing and home leaks, which is why we contracted a service to do so in the first place.
At the end of the day we spent money on a clearly unnecessary service, we were told multiple times what the "issue" was and repaired those "issues" as recommended by ULB with no change in leaking, and we will not be receiving a refund due to agreeing to the services they told us were necessary despite no changes in water damages.
