Complaints policy
If a job booked through us has gone wrong, here is how to tell us, what happens next and by when. Revised November 2026.
How do I raise a complaint?
Call (380) 261-2333 and say you are calling about a complaint, or write to hello@capitalcitywaterproofing.com. Give the property address, the date of the estimate or the work, what was agreed, what happened and any photos. If the crew is still at the house, tell us: that gets handled the same day.
How fast will I hear back?
A staff member confirms receipt and names the person handling it within one business day. Within ten business days you receive a written reply setting out what we found, what will be done and the date it will be done by.
Will someone come and look?
For workmanship problems, yes, before anything is decided. If the fix falls under the crew's workmanship warranty or a manufacturer warranty, we arrange it. If it doesn't, the written reply explains why.
Who answers for the work?
The work is done by the independent crew under the agreement you signed with them. We booked it and chose that crew, so we take complaints about both, raise them with the crew for you and stay on it until it is settled. The referral disclosure explains the arrangement.
What if you can't settle it?
You never have to go through us. Ohio does not license waterproofing at the state level, so the places to turn are the Ohio Attorney General's consumer protection office and, for permitted work, the City of Columbus Department of Building and Zoning Services or the county building department that issued the permit. Nothing here limits your rights under your agreement or Ohio law.
What about insurance disputes?
Coverage decisions belong to your insurer. We document what we find and never offer to absorb or waive a deductible. Concerns about an insurer's handling of a claim go to the Ohio Department of Insurance.
Do you keep a record?
Every complaint, what was done and when is kept for two years. We review that record when deciding which crews to keep booking, and a pattern of complaints ends the relationship.