Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Foundation Guys come in to look at my basement for leakage. They came in and put in a new drainage system and pump. It was agreed that this product be under warranty and support. However, I have tried to get in contact with them and they out right refuse to respond to (a) email, (b) voice message, (c) fax, (d) text. This is absolutely unacceptable. Be warned : do not deal with this organization, they will leave you high and dry and make it impossible for you to get in touch with them once they take your money !

  

  Business Response

  Date: 17/08/2023

  Hi,

  We have had multiple phone calls. Our receptionist was verbally abused and sent the call to the Production Manager who spoke to this customer. He is rude and would not let us help him or discuss the issues or concerns he has despite us asking and offering to help multiple times. The Production Manager ultimately told him to have a nice day and to feel free to call back anytime and ask for him personally.

• Initial Complaint

  Date:20/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 10th i got a radon mitigation fan installed, it worked for 3 days. I've been trying to get them to come back and resolve the issue and they are reluctant to come over. I have been calling them weekly asking to speak to the ***** and even his sister the secretary says she cannot reach him...go figure. I spoke to the ******* ******* who keeps giving me lip service and excuses. Meanwhile I paid 2600 for a mitigation fan that is still not working . I found an alternative solution for the mitigation fan (pipe it to my sump pump cover which is 1foot away. It will only require a small amount of pipe, a t connector and a union for removal upon servicing the sump pump but they won't go for it. * want my money back your company is the most unprofessional gang I've had the displeasure of working with. Meanwhile we are stuck living in radon gas...super unprofessional

  

  Business Response

  Date: 22/12/2022

  I stated that I was unable to give out the *****s phone number without permission. He is out of the country often for business and unable to speak to customers. The ***** has enpowered the ******* ****************** ******* ****, to resolve issues so that he can build his business. The ****** ******* and the ********** ******* were both involved in the situation and this takes time to coordinate with everyone's busy schedule.  ******, please notify the *** that **** sent a ******* ********** this morning to rectify the issue.

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initial work was done on June 2, 2022 to install a sump pump. This work was not completed to my satisfaction. The work items quoted was not what I expected. As such a change order was done, and an additional deposit of $1,751.95 was taken. The additional work was scheduled for completion on July 11, 2022 - but the morning of, work was rescheduled for August 25. On August 25 a crew showed up with the intent to install a sump pump - not to actually finish the job. They had the wrong work order, and couldn't find it. After speaking with management myself, they were going to expedite the order - they needed to order a custom heat trace line. 2 weeks go by, without any feedback. After several email/phone calls later, it was agreed on September 13 (and confirmed in email) to issue a refund of the deposit ($1,751.95). A month later, and several emails/phone calls later, there has been no movement on the refund. I had a conversation with one of the managers who was apologetic that the refund hadn't been issued - which I appreciate. That was a week ago, and yet still no refund, and nobody has reached out to me with any questions, or even if there are issues on their end issuing the refund.

  

  Business Response

  Date: 08/11/2022

  Hi ****,

   

  We have issued your refund.

  Customer Answer

  Date: 08/11/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18196731, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:23/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were looking for radon mitigation pump installation for our basement in our family home. Via Google search, we found The Foundation Guys and set up an appointment for an initial consultation on June 8th. A rep from the company named ***** ********* came to our home on June 8th, 2022 and completed a consultation. He prepared and presented to us a quote for $3,123.00 + HST $405.99 = Total Contract Price $3,528.99 to install a radon pump in our basement. ***** requested a deposit of $1,411.60 (40%) in order to schedule the installation date. We paid the deposit on June 14th via ********** (***** took the deposit over the phone). Our installation was scheduled for July 18th, 2022. A day before the installation date, we received a call from ******** ****** stating that our installation had been cancelled and would be rescheduled. It was rescheduled to July 26th, 2022. In the morning of July 26th, we received another call cancelling the appointment. This time, a new date was not rescheduled for installation. Since then, we have contacted Foundation Guys by phone and email requesting our deposit to be refunded. We have been promised call backs, emails and mailed cheque for our refund for over 4 weeks, none of which have materialized. Recently, calls to their main office is going unanswered and we are being ghosted by a company which has taken a hefty deposit and has been unable to deliver services. We are requesting our $1411.60 deposit back immediately. This company is acting on bad faith and taking deposits from customers without rendering services and is refusing to refund our deposit.

  

  Business Response

  Date: 06/09/2022

  Hi,

   

  Please inform the *** that you have received your refund.

   

  Thank you

• Initial Complaint

  Date:19/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The end of April 2022. I had a man come to give me an estimate on how to repair my foundation. He asked me what I wanted .I said a needed a dry crawl space and peace of mind . He proceeded ( after he inspected my whole crawl space) to tell me as well as show me videos on this clean space product and a special sump pump with an alarm designed for crawl spaces ( $10500)..Telling me it’s so dry you can even use it as a place for storage.The job was completed May 24/25 . Two days later I hear the pump alarm going off that means there is water on top of liner, which I was told that wouldn’t happen! I went into the basement and noticed water and several places where it came up through the clean space, places that were not taped / sealed and places where the water come through what seemed to be taped and sealed . I called the company right away and was told I had to send an email with pics and someone would get back to me . I waited the weekend and waited through Monday so I called Tuesday . And was told they got the email and someone would call me .Someone called me finally heard back then they scheduled someone to come back June 8 th . I not only complained about the water I complained and the sump pump fling off every 30 second was told it was fine that never sat well with me . A few days after June 8 th the sump pump actually sunk. I send another email with pics… A few days after that it rained heavy and I checked basement it was filled with water 4( 4 to 6 inches deep )and mud I noticed it was coming from the back corner and pushed their insulation away from wall a bit. I send pics and calledand eventually was told the ownerwas going to come . I called again to ask when he was coming to be told he was not . They needed up being a no show one other time and I called emailed and left a msg .then someone. Came back July 7th to so call “fix “ the issue .In the end I was told this job was under valued and they wanted another $10 000 and another $ 5000 plus for a soakawa

  

  Business Response

  Date: 04/08/2022

  The issue in question is that the soil around the client's home is very dense and doesn't drain properly because of a high clay content. This is impossible to foresee in advance and when an issue such as this happens, additional work is required to manage the poor soil issues to allow for proper drainage. We sent out a service crew to assess the situation and at that time the client was advised that a "soak away" drainage system would be required. The client is understandably upset about having to spend more money for additional necessary work but the reality is that we have no control over drainage issues and those issues would be impossible to anticipate in advance. To add to the frustration, two members of our team are sick with Covid and a third member is on paternity leave. We have every intention of addressing the concerns when our team members return next week.

  Customer Answer

  Date: 05/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  This actually isn’t even my main complaint… we ourselves dealt with the drainage issues …my complaint is they sold me a product that was suppose to give us a dry basement … water comes into the basement on top of the clean space from a back corner … which should have been addressed with *** when he came to inspect ..they are the experts in this not me it’s why I hired them …I was sold a dry basement .. and told him I wanted peace of mind … this has NOT given me any peace of mind … in fact it’s caused a lot of un needed stress and strain .. in the end I feel I was sold something that did not work … and I would like half the money back ..

  

  Business Response

  Date: 10/08/2022

  The Systems Design Specialist that originally met with the client has recontacted her and obtained more clarification regarding her current issue that appears to be a different problem than what was originally described to him (which may potentially involve further corrective measures). He has arranged another visit to the client within the next two weeks and will investigate further as to how it can be addressed. The client is satisfied with the current plan and looks forward to the appointment.
  

  Customer Answer

  Date: 15/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  i did agree to have *** come back and SEE if he can resolve the problem ..however this will be the third time someone from the company have come back to “resolve” the issues ..For now I must wait til aug 24 th for his visit .. and time will tell if something agreeable come of that meeting .. 

  ***** ********* 

  

  Business Response

  Date: 25/08/2022

  ***** ************************* *************************** ***** ********* ****** *** **** **** ** *** ***** ******* ********************** ******** *** ****** ******** ****** ********* *** ********

   

  Our representative *** returned to the client's home yesterday and after an exhaustive search discovered the source of the new water / mud. Unfortunately for the client, it is a new issue that is higher than the foundation and is not at all a result of our workmanship. In fact, the project that we completed is spectacular. *** explained to the client how they could fix the new problem affordably and apparently they were very satisfied. I have asked *** to ask the client to transmit that sentiment to the ***. I hope this answers your questions but please feel free to reach out at any time if you have any questions or comments.

  Sincerely,

   

  **** *******

  Customer Answer

  Date: 26/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  I know my house has foundation issues ,that’s why I called the pros with their experience and teamed eyes. **** states this is a new issue but it’s not it’s always been there, but was missed by the pros . As far as a spectacular job, we feel differently. We feel now we are left with a lot of labor ourselves to try and keep the crawlspace dry. Which I paid over $10 000 for the pros to do. Some compensations was discussed with *** and now we are waiting to hear from him.
  

  ***** *********  

  

  Business Response

  Date: 02/11/2022

  ***** ************************* ***** ********** ******** ** **** **** ** *** ***** ******* ********************** ******** *** ****** ******** ****** ********* *** ********

   

   

  I've read the client's response and I take issue with her claims. When the rep (***) went for the revisit, there were absolutely no issues with the work done and the client seemed happy. The secondary issue was discovered after the fact and was not anything that the client mentioned during the first visit. The secondary issue has absolutely nothing to do with the work that was performed and the client will require additional work to correct that issue and is in fact not even something that we can do. When the client posted her negative review, *** reached out to her and she tried to bully him into paying for the repair stating "if you pay for that repair I will remove the negative review".

   

  This is clearly a case of a customer trying to get something for free, for a problem that has absolutely nothing to do with us or the work that was performed.

  I hope this reply is satisfactory and please don't hesitate to reach out if you have any comments or require any additional information.

  Thanks so much,

   

  **** ******* ***** ******* ************ *** ********** **** **** ************************

  Customer Answer

  Date: 03/11/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  First of all I resent the fact I am being called a bully !!! I asked for compensation because I spent $10000+! And still have the same water issues in my basement.. . The so called secondary issue was there from the start..It was missed or over looked by the company..This has been an expensive nightmare for us.. I am sure anyone who spent $10000+ to correct or help an issue ..And then quickly realise that the $10 000 + was wasted..On top of that we now have a sump pump that  caused us huge water issues in our yard now ..So the compensation was rejected ..then I was asked to take the review down on the ***..I  asked for a hood  for our window well because I can't find one large enough ..I thought they might have had one that would fit but I  never heard from them again ..THE $10 000 would have been better spend fixing the major issue in the back where the main issue was ..I just wanted to feel I could get something for,in my opinion was a waste of $10 000! 

  ***** *********..

• Initial Complaint

  Date:14/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract to have eavestroughs installed on July 15/2021 for a total of 4754.45.They finally showed up Oct 6/2021 to do the job. Since date of installation we wanted The Foundation Guys back to correct an error in their installation (side corner dipping)Neighbors have even mentioned to us about our eavestrough dipping.It is very noticeable. Called *** the sales person,he came took a picture and then nothing was done! Contacted the company 7 times between Oct 26/2021 and Nov 24/2021.Sent emails to ******************* and owner *****.Still no results! Finally Nov26/2021 received email from ******** stating we would be first on the list in the spring.In the spring got an email booked for May 27/2022.It rained so they didn’t come.Contacted ******** again wondering when they would come.Again told we were first on the list and the list is a short one! Have heard nothing. This is a terrible company to deal with,customer service is disgraceful. I am seriously thinking about taking this company to Small Claims Court. Warning stay away from this company! Way over priced and all they want is your money!!!

  

  Business Response

  Date: 15/06/2022

  Hello,
  
  
  Last year, we informed all Gutter clients that projects were being delayed 3-6 months due to supply chain issues because of Covid. Everyone in Ontario had the same problem getting supplies for piping, etc. Not just us. This was completely out of our control, just like the weather. Instead of cancelling your project, we delayed it. By the time your issues arose, our Gutter department was closed for the season. It then had a delayed opening of April 19th. Again, weather is out of our control, and when it rains, we don’t lose 1 day, we lose 2-5 business days on all other projects. I have not contacted you because I need to watch the weather and have a day available at the same time  to coordinate. We are not in the business of taking peoples money. We actually didn’t make any money due to all of the issues last year. We are lucky we are even still in business because of all that has happened. This is our livelihood, our employees livelihood, their families, and our family’s livelihood. We are people too, not just a company. We all need more kindness and compassion for people and small businesses who are struggling.

  Customer Answer

  Date: 15/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 24th 2021, The foundation guys came to my home to work on my foundation. The initial job was 26,000$ and should have taken 4 days, but it took 8 days and an additional 17,000$ added to the amount because they had to add armor walls due to the house shifting. They told me it would only add 1 day of work to the initial 4 days. This was not the case. I live in a high water table area, and due to that fact, my new sump pump was flushing every 30 seconds because they did not dig deep nor far enough from my house, therefore the water would come flooding back after each flush. This worried me as well as the basement was still leaking after their work was finished a week later. After many attempts to contact the foundation guys to come back because basement was still leaking, Jerry Sirois came to inspect the issues September 7th.  He told us they would correct the job by extending the drainage pipe by 30 feet. I asked when they would come back to finish the work, they told me they couldn't finish the job due to locates they had not provided to dig in my yard for the drainage pipe. After multiple calls to them, They finally came back to my home December 17th, but they did not fix the pipe. They only added an epoxy on the floor to prevent more leaking inside the house. I paid them, in full last August. I now have more water in my basement that I've ever had before. They are breaching their contract of their lifetime warranty.

  

  Business Response

  Date: 31/05/2022

  I am so sorry to hear that it has gone this far. Your project was scheduled for August 24th-28th 2021. In this type of industry sometimes unforseen circumstances happen that forces us to adjust our schedule. That's why we decided to include this in all of our contracts. You have initialed on page 3, line 7, of your contract that you understand.  7.) The customer understands that the installation date may change due to uncontrolled circumstances such as delays cause by the weather on previous jobs. Weather is just one of the many examples as to why something may need to be delayed. The other projects were delayed as well to accomodate for the unforseen events that happened on your project.  as I do undertsand your frustrations during this process, we made sure to keep communication open. The Foundation Guys did this by sending the  Owner, Production Manager as well as other team members speak with you and meet with you in person in regards to the issues concerning your home and work that was performed. Scheduling is not always as simple as you think. A lot goes into rescheduling other projects to rectify even one. On March 23rd of this year, 2022, you sent an email to me with photos and a description of the issues you were experiencing. I then had the Production Manager reach out to further discuss them in detail. I then responded on May 9th to schedule a date/time to visit. I see you sent the complaint in on the very next day which was May 10th and in my email corrospondance, we actually had an email conversation working out a day that would be convenient for you to come out again... I think we have done our very best communication wise and recyifying your concerns to the best of our availability. Please remember we are all under time contraints and in this world we need more peace, there is enough war.

  Customer Answer

  Date: 02/06/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I am not satisfied with your reply to my complaint. Not once did you acknowledge or answer any of my concerns relating to the work that was done last August.
  
  Due to the lack of communication, after calling TFG (The Foundation Guys) every week, for 7 weeks, with no response, I took matters in my own hands. I hired a lawyer in November and they communicated with you the nature of my case yet this did not deter you from avoiding my calls.
  
  As noted in my original complaint, TFG finally sent a team four weeks later on December 17th, although they had no knowledge of why they were sent to my home.
  
  TFG have yet to suggest a solution for fixing the flooding in my basement. As for the drainage pipe, I suggested that it be extended on the ground rather than dig, to an employee and they set it up for the duration of the winter; worrying that my sump pump would fail sooner than later and I would flood or worse.
  
  Luckily, I found another company that addressed my questions and concerns when TFG didn't, atleast until spring when/if TFG would contact me.
  
  As you mentioned I did call and write an email on March 23rd, which you replied 6 weeks later on May 9th, which is unacceptable but expected from TFG atleast from what I have experienced. I sent that email to get TFG on site, to witness the water problem during the melt rather than when spring ended. But, I did not hear from anyone for those 6 weeks as you claim you had someone contact me.
  
  We had discussed a date on May 9th, for TFG to do the work but when their employee got to my home, he said he was only here to look for the water damage and not do any work. The basement had mostly dried after setting up a dehumidifier to remove the water and moisture since March, therefore on June 1st there was not much to look at. When TFG sent an employee to my home, my parents were present (as I no longer have vacation days to take off as I used them all last August) told the employee (Vincent) their concerns and Vincent told TFG and came back to add again more epoxy to the floor. He then told us he would make sure to contact the owners about the digging for the drainage pipe as soon as possible.
  
  I can only assume the water will still happen next spring and so on, if we can't find a solution. TFG guaranteed me that I would no longer have water in my basement if I chose them. What good is a guarantee if you ignore your clients?
  
  Any reputable business should know customers come first, especially when the invoice was paid in full.

  
  Sincerely, ********* *******

  

  Business Response

  Date: 24/06/2022

  Hi! The owner and Production Manager were out to meet with you on and recitfy the situation on Monday June 20th. Thank you.