Customer Policy

Document created and maintained by Suburban Basement.

We reserve the right to make changes at any time.

All changes will be updated here.

Last updated on: 5/21/2024

Use of our service and website constitutes your agreement to these terms.

Peace of Mind Guarantee

We’re committed to your satisfaction through clear communication, advanced solutions, exceptional service, and privacy protection.

Free Estimates: We provide free in-person or picture-based estimates for homeowners and businesses. Estimates are valid for 7 days and can be reopened upon request.
Comparable Pricing: Our prices reflect our expertise, exceptional customer service, and 20 years of reliable warranty support. If you come across a reasonable estimate from a reputable company, we’d be happy to review it and see if we are able to offer a comparable price (material and labor included) that reflects our experience and commitment to quality.

Scheduling: Appointments are confirmed via text and email. We strive to provide advance notice but cannot hold unconfirmed appointments.
Cancellations: We require 24-hour notice for cancellations to avoid delays.

We are available by phone, text, email, and website chat during business hours (Mon-Fri, 8:00 AM – 5:00 PM).
We will respond to inquiries received outside of business hours on the next business day.

Preparation: Clear the area for assessments and follow pre-repair instructions on your estimate.
Water Testing: You may be required to conduct a water test to confirm successful repairs.
Payment: Payment is due at the time of service. We accept cash, check, credit card (2.99% fee), and bank transfer (1% fee).
Financing: Please see Financing Options Terms of Use here.

Signed estimates authorize work. Provide unobstructed access, electrical power, and running water for the work area.
Permits: We obtain required permits (noted on the estimate). Inspectors may visit the worksite.
Health Concerns: Notify us of anyone sick and contagious in the home.

Some waterproofing materials may have mild odors generally localized to the basement, they may be noticeable within the residence
Advise our office prior to scheduling if any individuals and/or pets in the home may be sensitive to odors.
In the event of an obnoxious odor, opening windows, running ventilation fans or air purifiers may help dissipate the smell.
Please contact emergency services for assistance if anyone in the home is believed to be negatively affected by present odors.

Contact Suburban Basement for questions. Call 586-465-5500 or email [email protected].

Maintain the repairs and surrounding area to uphold the warranty. See Warranty Terms here.

Ask about our Lifetime Warranty

(586) 465-5500