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:02/04/2025

  Type:Service or Repair 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.

  LRE Foundation Repair installed a French Drain on the left and right exterior parts of the house in Sept 2023. I was reassured that the rainwater would be diverted to the installed drainage and out to the streets and would prevent water leakage into the bedroom or the living room. Three months after, water leaked into the bedroom again but was fixed by patching the cracks on the exterior wall.Another heavy rainfall happened in October, 2024, during the hurricane. The first floor bedroom was flooded but the street to which the water should be draining to was not flooded at all. Fear that mold might develope as a result of the flooding, this was immediately addressed to ***. The company sent somebody to inspect or troubleshoot the problem but the person named ***** did not even inspect the bedroom but looked outside where the French drain is and then informed me that the concern would be addressed to the production team. A month passed but no response from ***. I called and asked for assistance and was informed that the concerns would be addressed to the management team or the person , *****, who came by for inspection would be returning my call. I called multiple times to follow up on the water leakage but no success. Until another month after, on December 27, 2024, ********* from the production team called and reassured me that she will get back to me to provide a schedule to re-evaluate the drainage. Another month passed and still no call received as promised. On January 27, 2025, I called LRE again and spoke with ***** and was informed that ********* was not in the office that day would come back remotely the next day and the day after. Four days passed and still no call received so I called again and spoke with ****** who reassured me that ********* or the supervisor would call me back but no call from *** received. Given the length of time since this issue was addressed and still no resolution, I am filing this complaint to BBB. Thank you.

  

  Business Response

  Date: 02/10/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any delays in communication and understand how frustrating this situation has been for you. At LRE Foundation Repair, we take customer concerns seriously and want to ensure we provide the best possible resolution.
  Our Operations Manager, *******, has been in contact with you, and we are currently scheduling a crew to return to your property. During this visit, we will apply additional Drylok to the affected area to help mitigate any potential water intrusion. While our French drain system is designed to divert water away from the foundation, it does not completely prevent water intrusion in all circumstances. Based on our previous inspection, the system is functioning as intended, and there may be other contributing factors to the issue.
  We appreciate your patience and will continue to communicate with you throughout this process. If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now until completion of the trouble-shooting of the possible cause of water intrusion. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/04/2024

  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 LRE foundations do a crawlspace encapusulation and structural work in January 2024, and paid them over $22,500 for this job. Around July, the dehumidifier in the crawl space started to become very loud inside the house, disturbing my sleep and daily life. I called *** and a technician came, told me that the machine had a number of errors and that it was due to water damage and so I had to make an insurance claim with my homeowners insurance. I called LRE back multiple times over the course of the next few months, and never received a call back. On Nov. 21 I called again spoke with ********* she promised that Gherris, the manager, would call me that same day, but that didnt happen. I called again on Nov. 25 upset, spoke with ******** and her manager and they had Gherris call me, who promised me he would get it resolved but did not seem to have a record of the prior visit or the multiple calls I had made. Gherris sent a technican on Nov. 26, who inspected the machine. He was in the house and heard the noise, and recorded it on his phone. I followed with Gherris on Nov. 26th and didn't hear back. I followed up again on Nov. 2 and finally spoke to him. He fabricated that the technician was in my house on Nov. 26, which was not true, and that he was in the phone with the technician during the inspection and there was no issues and I had to send a video of the noise, again a fabrication since the technician stood with me in the house, heard the noise and recorded it. This is completely unacceptable treatment of a customer who paid over 22K and a breach of ***'s contractual warranties and obligations. I need this resolved immediately as it continues to disturb my daily life in my own home.

  

  Business Response

  Date: 12/04/2024

  Weve reviewed your concerns and want to address them directly. Earlier today, our General Manager, **** ******, reached out to discuss the situation and work toward an amicable resolution. Unfortunately, the call was ended prematurely on your end. Despite this, we are still taking steps to assist you.
  
  Its important to note that the issue with your dehumidifier stems from flood damage, which is explicitly excluded from coverage under the terms of the warranty outlined in your signed agreement. Typically, the cost of replacement in such a case would be addressed through a claim with your homeowners insurance. While we are not contractually obligated to replace the dehumidifier, we are choosing to do so as a courtesy and in good faith.
  We have scheduled our *******, ****, to visit your property on Friday, December 13th, to replace the dehumidifier at no additional cost to you. He will arrive between 9:00 and 10:00 a.m. and will call ahead before arriving. If you have any questions or need to reschedule, please contact our office. 
  
  We do ask for your cooperation and a respectful approach when working with our team. We are committed to resolving this issue but expect professionalism in return.
  

• Initial Complaint

  Date:09/30/2024

  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.

  Had foundation repair and drainage installed around 2021. Since the work was done I have still had water coming in my house in the same fashion that it did before they did the work, as well as some other issues that they had to come out and rectify. First, they didn't install the drainage on one side of the house that they were supposed to and had to come back to do. Then I had to have them out because the pump battery backup failed during tropical storm power outage. Turned out they never even installed the battery at the time of install! Not sure why the job was signed off on without proper inspection by a supervisor.. just about every afternoon rainstorm/tropical storm/hurricane I've still had water come in. I've dealt with a supervisor ******* who was mostly responsive, communicative and friendly for the most part. But every time he's come out to analyze why we still had water coming in since the job was completed. It has been a plethora of things in his eyes that all left me focusing on other things that always turn out not to be the culprit of the water coming in. I sealed the step cracking that he said was the issue, as well as the seal around the 1 window on the side of the house where water enters. Water still entered after. Recently supervisor ***** came out, met with us and told us that he thoughtore drylock needed to be done to prevent leakage. He was to get in touch with ******* and talk to him about his analysis. ******* came back and decided that it had to be my roof leaking. I disagreed and he was cordial about it. He said he would get with ***** to discuss further. At that time I decided to my roofing company in to do a roof analysis. Was told by them that there were no issues with health of my roof. After weeks of reaching out to both supervisors, and office staff ******. The only response I have had was that both supervisors were on vacation, and that she was trying to get answers. This has went on for weeks.

  

  Business Response

  Date: 10/21/2024

  We sincerely apologize for the ongoing issues you have encountered with water intrusion in your home. Your feedback is important to us, and we appreciate your patience as we have worked to address your concerns.
  ******* and ***** have visited your property multiple times to investigate the source of the water issues. During our most recent visit, we confirmed that the drainage system we installed is functioning properly. We understand the importance of this matter and want to assure you that we have done our due diligence to assist you.
  As discussed with ********, there are still cracks in the block walls that may be contributing to the water intrusion. We appreciate your efforts in replacing the windows, which is a positive step. To further assist you, ******* delivered approximately 3.5 gallons of Drylok to help seal any remaining areas that may allow water to enter. We encourage you to clean the surfaces and follow the instructions for applying the Drylok for the best results.
  At this time, we believe we have provided all possible solutions based on our assessments. Thank you for your understanding, and we wish you the best in resolving these concerns.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22357566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising 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.

  May *******, I paid approximately $6000 for French drain and gutter drain installations. The initial consult from **** advised the water intrusion I was getting in the home would be eliminated if I installed French drains with spouts as well. The drains would eliminate the heavy water areas I had on the side of the house too. The French drains were installed. After installation we noticed the water was still saturated in the area where the French drains should be catching the water, the spouts were clogged, and the water was not going into the spouts and the gutter installation on the rear of the house wasn't in the location we had previously requested it to be. The rear gutter was still having heavy water puddles near the site which defeated the purpose for the gutter. We met with one *** ******* representative who advised he had huge concerns on the way the company installed the French drains. He advised the work was not properly done and that he would talk with the manager to see if they can back up their warranty, so that they can fix the issues he saw on the property. After a couple days of calling them, the *** project manager named ***** and designer **** went onsite and they did not want to resolve the issue. We escalated the issue with the manager over them, ******, and he advised he would set up an appointment to come on to our property to figure out a resolution. After trying to set up an appointment via email multiple times he has not responded to any of my messages and has yet to resolve the issue we have on our property. We went with the company thinking it was knowledgeable on French drain installation and that they would back their warranty, if there were any issues but, I have been met with a company who does not want to come into a resolution. LRE foundation does not want to back up the warranty we have and does not return emails to try to fix the issue. We are out of $6,000 dollars and not happy with the outcome of the service we received.

  

  Business Response

  Date: 09/23/2024

  As outlined in our agreement, we were called to address water intrusion into your home and to extend the downspout line. We installed the EZflow system and applied sealant against the house, as discussed, and extended the discharge line from the downspout. Were pleased to confirm that there has been no water intrusion into your home, which was our primary goal.
  
  We understand that you are experiencing some puddling in a different area of your yard, which was not part of the original scope of work. While the solution we provided is functioning as intended, we did offer additional services at a discounted rate to address the new issue, but we cannot provide these services for free.
  
  Our General Manager will be reaching out to you again to see if we can find a compromise that works for both parties.

  Customer Answer

  Date: 10/02/2024

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

   

  ****** the business manager personally came out to my property and apologized for the miscommunication. He advised he would make it right and I really appreciate his willingness to do so. *** put us on the schedule next week to fix some of our concerns. I am thankful for the response!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/06/2024

  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.

  I had work done by this company on 02/14/24. I paid over 4000 to get this job done. I noticed around the 2 week **** that my driveway is still spilling. I have made contact with the company in regards to this matter. I took pictures sent it to them. Never got an update on whether they would send someone out to look at it. Very disappointed in the level of customers service about this issue.

  

  Business Response

  Date: 03/11/2024

  We appreciate the opportunity to address the concerns raised by ******************** regarding the settlement of their driveway. Upon reviewing the situation, we acknowledge a delay in our communication process and sincerely apologize for any frustration this may have caused. We have since reached out to the customer and scheduled a warranty revisit for March 18th with **************, *****, to assess and address the settlement issue promptly. We value your positive feedback on ****** and want to ensure your complete satisfaction. We are actively working on improving our communication processes to avoid any future delays. If you have any further concerns or questions, please feel free to contact us directly at **************. We are committed to resolving this matter and appreciate your understanding. Thank you for bringing this to our attention.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair 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.

  I bought a house that had a sinkhole repair and the previous owner said that the repairs were covered with a lifetime warranty from L.R.E Ground Services, **** I called the company to verify his information and they told me that yes that as soon as the closing of the sale was done, I needed to summit my information and they will transfer over the warranty. I called them a month ago and they came to check the house and took me more than ten calls for them to tell me that the warranty is no longer valid. That the repair was ordered by citezens insurance and that they only have a 5 year warranty.

  

  Business Response

  Date: 02/26/2024

  The customers insurance company only provided a (5) year warranty. This job was performed in 2015. Our Service Manager spoke with the customer and relayed this information and suggested they get in touch with Citizens for further assistance or to open a new claim. It is our understanding that the original engineer is no longer associated with these types of projects. However, a different engineer has offered his assistance, which would be at the customer cost. We are happy to answer any questions the customer may still have.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21227713
  
  I am rejecting this response because:

  In my previous communication I attached the warranty document that was given to me before I bought the house and that I confirm with LRE of its validity. The insurance company has nothing to do with the warranty they only paid for the work done and it was the previous owner's insurance. The warranty is offered by LRE and this is part of what it says:

  " What is the Coverage Period for My Warranty?
  Coverage under L.R.E.s warranty lasts a lifetime from the date the monitoring report is issued. This is a transferable limited lifetime warranty, so whether you decide to remain on your property or eventually move, the property is warranted for the lifetime of the property.The two main components of these obligations include: 1. the new property owner(s) notifying L.R.E. of the transfer of title to property. 2. producing the original signed contract /work authorization and warranty documentation,all within 30 calendar days of the transfer of the title to property."

  Nine years after they fix the sinkhole, I buy the house and the owner tells me that the house had a sink hole problem but that it was already fixed by LRE and that there was a lifetime warranty that it will cover any future problem. I called LRE to verify the information, and they told me that everything was ok that they will transfer the warranty to me.

  Why they transfer a warranty that for them was already expired? Why didn't they tell me that I was not eligible for it before I purchased the house? This is no logical they are just trying to evade their responsibility.

   

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

  

  Business Response

  Date: 03/26/2024

  Thank you for providing additional information regarding your concerns. We appreciate your patience as we work to address this matter. Upon further review and clarification, we understand that the warranty initially provided through Citizens MPR Insurance for the work completed on your property was for a period of five years. We apologize for any confusion or misunderstanding regarding the terms of the warranty. However, in light of the situation, we are committed to honoring the lifetime warranty for your property. We understand the importance of standing by our work and ensuring the satisfaction of our customers. We appreciate your understanding and willingness to work with us to resolve this matter. Our team is dedicated to ensuring that your property is properly monitored and inspected according to the terms of the lifetime warranty. We have scheduled our technicians to visit your property for inspection on 4/1/24 at 1pm.
  If you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Making clear that the lifetime warranty will be available for ever and that it will be transferable to another future owner if the house is sold.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2022

  Type:Billing 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.

  LRE salesperson, Sam N. promised: repair of cracks, pressure washing, sealing driveway and grinding the heaved section of sidewalk for the amount of $3,662.52. Sam called me as I was in the process of reading the contract online. I asked if this contract did include all the items listed on the original Project Summary. He said, "Everything listed will be provided." I signed the online document based on Sam's assurance to include all the above items, as he had said it did. When LRE's crew performed the work they only repaired the broken places in the driveway and completed the sidewalk grinding, saying the job was complete at that point! They did not pressure wash & seal the driveway. Now LRE says I need to pay another $1,223.25 to finish the job as was agreed.

  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/19) */ Mrs. *******, we are sincerely apologetic that your experience with LRE has not been as you'd hoped. We take customer feedback seriously, and as a result of this, we have conducted an internal investigation in an attempt to resolve your case. After speaking with your Design Specialist who visited your home - Sam, and both our Sales Director and Manager, it seems there has been some misunderstanding surrounding the proposal you signed, versus the recommended proposal. The proposal that you signed (which has been submitted for review) outlines our 2-part CPS system which has been completed on your home. Our 2-part CPS includes PolyLevel to lift and level your driveway/walkway, and our NexusPro system to repair the cracks. There is a drawing of this on page 2 of your proposal under job details, along with an itemized product list on pages 3 and 4. All estimates that LRE provides includes recommendations that will further protect and stabilize customers' homes, which seems to be where the confusion has stemmed from. The sealing service you are requesting - SealantPro was one of the recommendations listed on the "Recommendations to Your Project" page. However, this was not included in the proposal you signed, and from our investigation, this was brought to your attention prior to you signing the proposal. We truly do appreciate your business, and we would love the opportunity to provide you with a remarkable experience. We would be more than happy to provide this service for you, if you would like to reach out to our Sales Director - Gina Varn at (XXX) XXX-XXXX we are willing to work with you on pricing. Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) False statement about Recommendations being brought to my attention prior to signing the contract. In fact, Sam called to tell me All listed items on the proposal will be completed. Contract is set up to intentionally mislead. Business Response /* (4000, 9, 2022/07/28) */ Mrs. *******, again, we sincerely apologize for the miscommunication regarding your project. We assure you our proposals are certainly not designed to mislead our customers. We set out to provide remarkable experiences for our customers and the recommended page included in our proposals is just one of the ways we do this - by offering additional solutions to further protect your home. In an attempt to make this right and turn your not so great experience, into a good one - LRE has agreed to complete the additional work at no charge in good faith. Should you have any further questions on this, please do not hesitate to reach out to our management team at (XXX) XXX-XXXX. We're looking forward to making this right. Consumer Response /* (2000, 11, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) LRE has agreed to complete the job that was expected at no additional charge.