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Serving
Southeastern Michigan
Customer Policy
- Peace of Mind Guarantee
- Estimates
- Estimate Details
- Comparable Pricing
- Cancellation Policy
- Scheduling
- Appointment Details
- Convenience Options
- Communication
- Office Hours
- Methods & Response
- Notice of Abuse
- Customer Responsibilities
- Preparation
- Water Testing
- Payment
- Financing
- Access & Safety
- Permits
- Health Concerns
- Ventilation & Odor Advisory
- Maintenance & Warranty
- Terms Acceptance
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.
Contact Suburban Basement for questions. Call 586-465-5500 or email [email protected].
Peace of Mind Guarantee
- We’re committed to your satisfaction through clear communication, advanced solutions, exceptional service, and privacy protection.
Estimates
- 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.
Cancellation Policy
Suburban Basement Waterproofing reserves the right to close or cancel any quote—including those that have already been approved—if circumstances arise that make proceeding with the work inadvisable or impractical. This may include, but is not limited to:
- Significant changes in site conditions
- The discovery of additional structural concerns
- Safety or access issues
- Irreconcilable scheduling conflicts or working relationship concerns
We are committed to communicating promptly and transparently should such a situation arise. Whenever possible, we will work with you to explore alternative solutions or next steps.
Scheduling
We aim to make your scheduling experience as smooth and flexible as possible.
- 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.
Standard Appointment Details
- Weekday Appointments: Monday–Friday during standard business hours
- 4-Hour Arrival Window: Typically between 9:00 AM – 2:00 PM
- Routing Considerations: Routes begin no later than 11:00 AM and typically conclude by 4:00 PM to ensure efficiency and reduce delays
Convenience Options
To help fit your schedule, we offer several flexible accommodations:
- Alternate Access: Provide a lockbox code or arrange for someone to meet the technician if you won’t be home
- Day-Before Update: Call us the day before your appointment for a better idea of where you fall on the day’s route
- 30-Minute Pre-Call: Request a call from the technician approximately 30 minutes before arrival
- First Appointment of the Day: We can often accommodate requests for the first time slot; however, availability depends on routing and may affect scheduling timelines
Communication
Office Hours
Monday: 8:00 AM – 5:00 PM
Tuesday: 8:00 AM – 5:00 PM
Wednesday: 8:00 AM – 5:00 PM
Thursday: 8:00 AM – 5:00 PM
Friday: 8:00 AM – 5:00 PM
Saturday & Sunday: Closed
Communication Methods and Response
We are available by phone, text, email, and website chat during business hours.
We strive to respond to all communications in a timely manner; however, we kindly ask that you allow up to 24 hours for a reply.
- We will respond to inquiries received outside of business hours on the next business day.
Notice Of Abuse
At Suburban Basement Waterproofing, we are committed to maintaining a respectful and professional environment for both our staff and customers. Aggressive or abusive behavior—whether verbal, written, or in-person—will not be tolerated. If such behavior occurs, all communication will be suspended and no further response will be provided.
Abusive behavior includes, but is not limited to:
- Use of foul, aggressive, or threatening language
- Personal attacks or derogatory remarks
- Racial, discriminatory, or inflammatory statements
- Unreasonable demands or repeated interference with our operations
- Unsubstantiated accusations or persistent rudeness toward staff
This policy applies to all individuals who contact Suburban Basement Waterproofing by any means, including letter, email, text message, phone call, or in-person interaction.
We appreciate your understanding and cooperation in helping us maintain a safe and respectful working environment.
Customer Responsibilities
- 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.
Access and Safety
- 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.
Ventilation and Odor Advisory
- 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].
Maintenance and Warranty
- Maintain the repairs and surrounding area to uphold the warranty. See Warranty Terms here.
Terms Acceptance
By accepting our service, you acknowledge agreement to the following:
- All warranty terms and conditions.
- Statutory warranty provisions.
- General liability statement.
- Informed Consent for services.
Note: Terms are subject to periodic updates. Please review regularly for any changes.
