ComplaintsforLowcountry Foundation and Crawl Space Repair

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2020 LowCountry Foundation Repair (locof) encapsulated the crawl space of our home (good work) ($15,686) and they installed jacks and supports ($23,217.). I really cannot remember why we agreed to the jacks and supports underneath the house because the floors were level. However, there was a visible crack(s) to the outside foundation walls I was concerned about but which they claim they did not contract to fix and was not fixed. Since the jacks and supports were installed the floors have not been level. Beginning in 2021 I have a record of bringing the unlevel floors to their attention. I have a proposal from them prepared on 4-11-22 offering to repair the problems at a price of $31,435 which we declined because the floors were level before their work in 2020. It also involved replacing rotten subflooring that we are aware of. We have been trying to have the rotten subflooring and flooring replaced but cannot get the floors leveled in order to do so. Our complaint is that since their work in *************************************************************************************************************************************************** October 2023 (no cost). We are trying to have subflooring and new flooring installed but the contractor refuses/cannot do the work when the floor remains so unlevel. There are inconsistencies in locof's contracted work and the work they actually performed. Don't know the full extent. We know they included 70 joist assist metal plates to be installed and only (approx) 20 were installed. Absence of the plates causes jacks to push up into the joists and beams. Time is an issue. We need our floor replaced. That was a need in 2020, hence the encapsulation.

  

  Business response

  12/22/2023

  We sincerely appreciate your communication and the opportunity to address the concerns raised by ***************************. We take every customer feedback seriously and want to assure you that we are committed to resolving this matter. Below are our responses to the points outlined:
  Customer Satisfaction and Past Visits: It comes as a surprise that a complaint was filed, as we have made numerous visits to your home to address your concerns. After our last visit, we believed that the issues had been resolved, and you were satisfied. We are genuinely committed to ensuring your satisfaction, and we apologize if there was any misunderstanding.
  Specific Complaint Regarding Floor Leveling: We understand your frustration regarding the floor leveling issue. When encapsulating a crawl space and installing a dehumidifier, it is common for soaked wood to eventually dry out. The SmartJacks installed are designed to stabilize the structure, particularly addressing sinking piers. Subfloors, however, may tend to bow, which can become apparent as they dry out. We do not guarantee perfectly level floors; our commitment is to stabilize the structure, which was detailed and agreed upon during the contract stage.
  Proposed Repair and Floor Replacement: We understand that addressing the un-level floors requires replacing the rotten subflooring, and we acknowledge your decision to decline the initial offer. In October 2023, we attempted to explore an alternative solution by issuing a change order, which underwent our engineering approval process and was provided to you at no additional cost. Despite our efforts, this alternative did not effectively address the issue of warped subfloors. The most effective solution remains the replacement of your subfloors, and we have provided a service quote for your consideration. Alternatively, you may choose to coordinate directly with your flooring provider for this service.
  
  We are prepared to schedule a time to install the subfloors if the customer would like to proceed with the quote. Our goal is to work collaboratively with you to reach a resolution that meets your expectations.  Thank you for bringing this to our attention, and we look forward to the opportunity to restore your confidence in our services.
  
  
  Best Regards,
  
  Sage Price
  Production Manager
  ****************************************************************
  *************** | ******************
  
  

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lowcountry foundation and repair agreed to install 5 smartjacks and power beam underneath my home with a warranty for amount $8386.00. They were paid in full. I didn't think I had to go under neath house myself or hire an inspector to ensure they did the work as stated in contract. When I finally did get a look underneath the house; The smartjacks system were covered in dirt and are now rusted. They installed it and piled dirt around them, I have since spoke to manufacturer of the smartjack system and they have verified by pictures, installation was not up to standards of their product. The beam they said they installed is in 3 different pieces and not supporting anything since it is not continuous. The contract does not match the work done. They have failed to honor their warranty. Two employees came out and looked at work and said it was not their standard of work and they would fix it. I have heard nothing from anyone. ****** was supposed to call me within ***** hours and discuss, she has not. I have been waiting since April 2023. I have mostly been living in my home in Virginia because the Georgia home is not livable by any standards. I think they are waiting for the warranty to run out and then will claim it too late. In the time I have been waiting for **** (regional manager) to get back with me on a plan to correct the issue and start date, I have lost use of the home. I have to now find another company to remove and repair the improper work Lowcountry foundation did incorrectly that caused floor joists to crack. I just want my money back because they failed to do the work described in the contract and honor the warranty. I gave them the opportunity to correct their problem and they ignored me. It is my intention if BBB cannot assist with this egregious business standards, I will continue to pursue through every avenue applicable. I will not provide pictures or signed contract in this forum, the business should have everything they need for resolution.

  

  Business response

  12/22/2023

  We appreciate the opportunity to address the concerns raised by *****************************. We take every customer grievance seriously, and we want to assure you that we are committed to resolving this matter to your satisfaction.Please allow us to address the key points **************** raised:
  Surface Rust on SmartJacks: We understand your concern about the small surface rust on the SmartJacks. It's important to note that this type of rust does not impact the capability or structural integrity of the SmartJacks. Over time, metal components may experience surface rust, especially in high-humidity environments, and this is considered normal wear and tear.
  Communication and Work Standards: Our records indicate that our production manager, *****************************, attempted to contact ******************** to address her concerns and schedule a return visit to correct the installation concerns to her satisfaction. Unfortunately, we did not receive a response from her. We want to emphasize that the work under contract is designed to enhance her home's stability without rendering it unlivable.
  Resolution and Scheduling: We genuinely regret any inconvenience **************** has experienced, and we are committed to addressing and rectifying the issues raised. If **************** would like to return our call, we would be happy to schedule a time to assess and fix the problem promptly. Our customers satisfaction is our top priority, and we aim to ensure that the work aligns with the terms of the contract and meets our high standards.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to address Ms. ******* concerns and restore your confidence in our services.
  
  
  Best Regards,
  
  Sage Price 
  Production Manager
  ****************************************************************
  *************** | ******************

  Customer response

  01/18/2024

  First this issue has not been resolved and I have not heard from the business at all. The website was saying it was down and not allowing me to review the message left. It is very disappointing that you would close it as being resolved without contacting me directly. At this point, I am very disappointed in both the business who did poor work on my home and the BBB process of providing assistance to consumers. 

  Customer response

  01/29/2024

  I would very much like to have this issue/concern case reopened since I believe every item addressed in the response, by the business is false.

   

  I have added my response in red italics to reply....

  "We appreciate the opportunity to address the concerns raised by *****************************. We take every customer grievance seriously, and we want to assure you that we are committed to resolving this matter to your satisfaction. Please allow us to address the key points **************** raised:

  Surface Rust on SmartJacks: We understand your concern about the small surface rust on the SmartJacks. It's important to note that this type of rust does not impact the capability or structural integrity of the SmartJacks. Over time, metal components may experience surface rust, especially in high-humidity environments, and this is considered normal wear and tear. This rust is not small nor surface, it is significant rust. If the business believes this to be normal wear and tear than they do not expect their product to last past the warranty. The installers packed dirt around the jacks, everything that was covered up by the dirt is rusted significantly. These jacks support a home and if the jacks rust enough to give away at the stability of a home, then major damage is going to be the result. A homeowner cannot replace foundation jacks every 5 years. If this is their business practice in foundation repair than maybe the State's Attorney General should be contacted. 

  Communication and Work Standards: Our records indicate that our production manager, *****************************, attempted to contact **************** to address her concerns and schedule a return visit to correct the installation concerns to her satisfaction. Unfortunately, we did not receive a response from her. We want to emphasize that the work under contract is designed to enhance her home's stability without rendering it unlivable. The last time I spoke with the regional manager, someone was to get back with me with a plan for repair, I asked for that plan in writing. I have reviewed my voice mails and emails and do not have any attempt of communication from the business. Additionally, I have not received any postal service letter expressing willingness to address my concerns or indication that they are willing to honor the warranty. 

  Resolution and Scheduling: We genuinely regret any inconvenience **************** has experienced, and we are committed to addressing and rectifying the issues raised. If **************** would like to return our call, we would be happy to schedule a time to assess and fix the problem promptly. Our customers satisfaction is our top priority, and we aim to ensure that the work aligns with the terms of the contract and meets our high standards. I have done my due diligence in contacting the office several times and now it seems an intermediary (BBB) is necessary for them to do their's.. That does not indicate a business that is committed to customer satisfaction. I am happy to consider a plan of action, please forward me a written proposal to correct the issue. Both of your representatives that came took pictures and communicated the work that was completed was incorrect and not to the standards of the business in regards to the contract that was given me. I really would prefer to have my significant money returned so I can hire someone else to repair. I do not have any faith in this company. 

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to address Ms. ******* concerns and restore your confidence in our services." 

   

  Thank you,

   

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

  

  Business response

  03/13/2024

  Hello,
  
  Galvanized steel does undergo rusting over time, particularly in damp environments. However, at the initial stage, this surface rust is common and generally not a cause for immediate concern. It typically takes over 50 years of exposure to extremely damp conditions for rust to become a significant issue.
  
  The homeowner does not have an encapsulation, which means those SmartJacks are in environment that is constantly above 60% Relative Humidity. "If changes occur due to excess moisture in the area(s) where SmartJacks are installed, an encapsulation system, drainage, dehumidification and additional SmartJacks may be necessary in such area(s) at an additional cost to Customer." This comes straight from our SmartJack Warranty section which the customer signed.
  
  We will come and reinstall the SmartJacks with all new tubes and hardware and will make sure the base plates are sitting on rock. Please contact our Production Manager at the details below. But the customer must acknowledge this is due to high humidity and an encapsulation of the crawlspace, and possibly replacing the damaged wood, is the only way this situation can be fixed.
  
  
  Best,
  
  **************************;

  General Manager 

   

  T:************ D:************ E:********************* W:www.LowcountryFoundationRepair.com

  
  

  Customer response

  03/19/2024

  I do not understand why you keep closing this case. I sent an email as you asked to respond. This business has not contacted me at all. There is an obvious communication breakdown somewhere. 
  please stop listing it as resolved when it has not been resolved in anyway. 
  I noted earlier in the year, I cannot live in home due to this problem. 
  Am I supposed to contact the company individually? 

  Customer response

  03/23/2024

  The business seems to be completely disregarding the fact they failed to install the smart-jack ****** per the contract. The contract called for a solid power beam installed with smartjack to level the sagging floor. I agreed to the contract I signed which is not what was installed.  The business installed pieces of beams, not connected and raised improperly. The sections were jacked up in a manner to cause floor joists on each side of the pieces of beams to twist and split.  

   

  I requested the business consult a structural engineer and propose a resolution in writing. Any solution to installing the ****** per the contract will almost certainly require the replacement of the rusting smart-jacks ******. The company has had employees under the house which all agreed the work completed was not per the contract or to company standards. 

  I do not believe any structural engineer was ever consulted by the company for this job.  

   

  I request the business to forward a written solution approved by their structural engineer as an acceptable resolution. 

  If the business is unwilling or unable to the above request then I would request a refund of all funds paid due to the failure of the business to honor the original contract.    

   

  Thank you,

   

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

  

  Business response

  04/24/2024

  ********,
  
  Thank you for your time yesterday. I reached out to *****************, and I am scheduled to meet with her on Thursday 2 May at 4pm est. I will report back to you after I meet with her. 
  
  Thanks!
  
  CB
  

  
  

  Customer response

  05/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20914212

  I am rejecting this response because: This matter is not resolved. The business did contact me to come and discuss options. The business called and rescheduled from original date and needed to move the date up to Tuesday 30Apr. I was in agreement with the change and two business representatives arrived on time. They went under the house to research my concerns. They stated that they believed their previous work was done in good faith but did not go far enough and nothing their company completed resulted in additional damage to my home however they did offer to send a sales representative out to property on Friday to completely go over what needs to be done currently to correct the issue. The representatives offered a credit ($8386.) of what has already been paid for previous work that could be applied to any existing work that needed to be completed to make me whole and satisfied or give me a refund of my money paid previously ($8386.)

  I did want to consider their offer to send salesman to look at give an exhaustive estimate of work that needs to be done under my home, but it was very clear that the cost would be extensive, and they would recommend an encapsulation system based on area, humidity, and condition of damage. 

  I called the business representative "CB" today (01May) and asked him to begin the process of refunding my monies paid ($8386.) and that I am not interested in giving them more money after the experience I have already been through. I am not going to encapsulate my crawl space and believe that if I do not follow their recommendation provided that they will not warranty anything further.  CB said that he would call the legal department to begin the process and that a release of legal liability and nondisclosure may be required. I responded for him to send the papers and I will take a look at them. I do not agree with having to sign a non-disclosure because I am not being compensated for my pain, suffering and damages, we are not talking about proprietary information, and the details of this issue are already public facing by being worked through the BBB. 

  If this company was sincere in trying to correct the issues, they would fix what was wrong by their standards and use this situation as a win for marketing and showcasing their work instead of trying to get more money out of me. This would turn a negative into a positive, but they would rather I invest more faith and money into their business. I gave them over $8k to fix the problem and they did not, I cannot invest 10k more and hope they do their job finally. 

  I will consider this case resolved and closed when I receive reimbursement.  

  Regards,

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

  

  Business response

  05/20/2024

  I sent the release to ***************** this morning. Will follow up with her on Wednesday. Thanks again!

• Initial Complaint

  02/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 23, 2022, ********** ********** Repair representative Spencer Boyd ********** made a visit to my home at *** ********* **, ******* ** *****. Reason for visit was to inspect the previously installed plan in the basement which included the dehumidifier, sump pump system, thermal wall cover on whole basement and French drains installed around interior and exterior of entire basement. It was determined and stated of video, text, phone call recordings thst all the work was done improperly and needed replaced and redone. So on June 29, 2022, ********** ********** Repair workers ripped up the concrete in basement and reinstalled the French drain which ** **** pumped 20mins worth water into on 23rd previously to see drainage by the French drain to sump pump, but never occurred. Confirming this also proved the dehumidifier had been pumping all the water to same corner foundation of the home which also has never drained properly. Once the workers completed install of the single French drain, they reinstalled the defective sump pump, battery back up and hauled out countless buckets concrete. After completion, I reported by phone, emails, text with photos to multiple representatives of ********** ********** Repair that the dehumidifier been damaged and inactive since June caused major moisture damage, that water had been coming up through cracks in basement floor, and sump pump had been working for extended time non stop. All emails, texts, phone calls has been ignored since contact with a ******* ******r was made. She told me that the concrete dust caused by the failure of the installers on June 29, 2022 to create a safe working area blocked off from the rest home and failure to sut off the hvac while working next to the intake was not covered from damages because in the contract it says so. I explained, I never have signed any contract with ********** ********** Repair, I bought home with all the defective products and installation. No one has helped resolve this.

  

  Business response

  02/08/2023

  Our General Manager spoke with *** ***** yesterday. An appointment has been scheduled for Friday, February 10, 2023 for a manager and field supervisor to meet with the homeowner. We will be replacing the dehumidifier and assessing any other concerns regarding the system that was installed by the previous homeowner.

  Customer response

  02/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Lowcountry Foundation Repair failed to resolve the original issue and made things worse by neglecting proper supervision of my basement when deliberately turning off the new sump pump and not turning on the back up pump connected to my garden hose which was the cause of the basement flooding. Not the ground water which Lowcountry Foundation Repair hasn't fully even concluded the investigation of where the water is coming from. The well water was shut off during the entire day to the home while they worked 930am to 7pm February 14th. Now the sump pumps have been continuously running pumping countless gallons water out to the road in front our home causing flooding there as well. Contact made to Manager Lee this morning with Lowcountry Foundation Repair confirmed my explanation above as true and accurate not the explanation given by the Lowcountry Foundation Repair representative who replied to BBB complaint. Attached photos of current status of my home. 
  
  Respectfully,
  
  ***** ****** ** **** **** ****** ***** *** ****** **** **** *****
  ****** ****** ****** ***** ******** **** ***** ***************** ******** ******** 
  12 Years Honorably Served ~ Semper Fi 
  

  
  

  Regards,

  Ra****** ***** ***** **

  

  Business response

  02/17/2023

  We apologize for not taking proactive measures to prevent water flooding the basement during our repair of the sump pumps. We accepted responsibility for this, cleaned the area and have agreed to work with the homeowner to replace any damaged building materials.
  The homeowner expressed concern over moisture pushing up through cracks in the interior sections of the floor. We are unable to determine the exact source of where the water is coming from, however, water coming through the basement floor is likely due to subsurface groundwater and saturation during wet weather. This will cause hydrostatic pressure which pushes against the foundation and pushes water or moisture through cracks and openings in the concrete. We did not perform work in this area of concern. The WaterGuard System installed is designed to capture water seeping in from where the basement wall meets the floor, and then the sump pump will discharge it outside the house. The system is currently working as intended. A proposal for additional work to address the moisture from the basement floor cracks was presented to the previous homeowner in 2022 but was declined. If the homeowner would like us to address this area, work at an additional cost would be required.
  We will contact the homeowner to schedule a revisit to ensure our system is working as designed. Tell us why here...

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/31/2022 I hired Lowcountry Foundation Repair to encapulate my crawlspace. I paid them a deposit of $3,000.00 of the total cost of $9,170.00 (this included a sump pump and humidifier) . The work was completed on 02/28/2022 where I received a Crtificate of Completion. I paid the remaiing balance. On or about 08/05/2022 my crawlspace flooded. I called th company to honor their warranty and was told that no one was available until about one month. I stressed that the crawlspace was full of water and that I was copncerned about black mold. I was ignored. I left another message today 09/10/2022 because the crawl space has flooded again although it has never been dry. Please help me in getting Lowcountry Foundation Repair to honor their warranty and work by repairing the damage done by thier neglect. Thank you.

  

  Business response

  09/13/2022

  Lowcountry Foundation Repair completed the installation of a crawl space system on 2/28/22 which consisted of CleanSpace liner, a SmartDrain with a WaterWatch alarm and a SaniDry Sedona dehumidifier. The SmartDrain is a drain that includes a bottomless liner with an alarm to alert the homeowner of any future plumbing leaks. It is not a sump pump, nor will it remove water from the crawl space. As noted on the signed proposal, the design specialist highly recommended the installation of a SmartSump sump pump with drainage matting to help control any groundwater seepage during heavy rains or flooding, along with drainage pipe around the perimeter, however these options were not chosen.

  
  We stand behind our system and our limited warranty, which states ‘Wet crawl spaces require a drainage system, and a sump pump system to remedy the problem with water below the CleanSpace liner. In addition, pump or power failure is possible, therefore this warranty is not a guarantee of a dry crawl space, as the scope of this work cannot guarantee that in all circumstances. We will be glad to provide an option to upgrade the drain to a sump pump to address the water issue from heavy rains, however any additional work that was not included in the contract will be an additional charge. 
  
  Our team has been prompt responding to all calls from the homeowner. The homeowner originally called Sat, 8/20/22 outside business hours to schedule an annual maintenance with no reported issues. Lowcountry returned the call Mon, 8/22/22 and scheduled an appointment for 9/02/22. The homeowner called again Tue, 8/30/22 and left a voicemail after business hours to report water in the crawl space. We promptly returned the call the next morning and confirmed the appointment of 09/02/22. Unfortunately, due to a staff illness, Lowcountry contacted the customer on 09/02/22 and rescheduled the service appointment to the next available date of 10/25/22.

  
  We understand the urgency of the customer’s concerns and our team is currently working to locate a sooner date to help offer a solution to resolve the water issue. Our team has been prompt responding to all calls from the homeowner and we are currently working to locate a sooner date to address the customer’s concerns.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Lowcountry Foundation Repair (LCFR) for my house’s foundation to be leveled. It’s an older home supported by piers, and I was given two options: one would better support the house and the higher priced option would actually level it. I was originally quoted $11,300 for this job, but the final bill was $13,491 (no reason given). They did NOT level the house, still 6” difference in some areas. The installer told me he thought the perimeter of the house needs to be supported but he was instructed no to add jacks there. LCFR also DESTROYED my HVAC pipes and left trash all over my yard. I had to pay $8K to replace my 2 yr old HVAC system. I sent LCFR a letter asking them to finish the job. I included several pictures my contractor took of the remaining slope in the house, how the entire side of the house with the most sag had not even been touched, how the perimeter of the house was not resting on any supports at all, and also of all the trash left in my yard. LCFR came out and agreed the job was poorly done. They added a few jacks and left. I sent another letter because several contractors told me the house is still too lopsided to install tile. LCFR sent out another person who agreed that the job was not sufficient and the perimeter of the house definitely needed support. However, LCFR sent me an invoice on 1/25/22 for $8,780 to complete the job that they were supposed to do the 1st time. I was led to believe that my house would be leveled the first time for the $13,491 I paid them. Instead, they did a half-way job and want to charge me to make the very necessary corrections. I also should not have had to replace my HVAC system. I'd paid a contractor to disconnect the pipes, just as LCFR asked, and they completely wrecked it. I would like for LCFR to COMPLETE the job without charging me for it OR offer a partial refund (at least 35% of what I've paid them) so I can have someone else come complete the job.

  

  Business response

  03/25/2022

  The homeowner contacted our company (LFR) July 2021 to provide an inspection of a home recently purchased “as-is” with concerns that the piers have shifted. Our normal standard is to have the homeowner present during the inspection to ensure their concerns are being addressed, however the customer lives out of state and was not able to be present. The homeowner’s contractor was supposed to meet our inspector; however, he did not show. Our inspector addressed the areas of concern that were communicated by the homeowner and work was proposed for those specific areas. The homeowner agreed and signed a contract on 08/04/21 for $13,491.00 to install 8 SmartJacks to stabilize the sagging floor in the interior of the home as shown on the diagram.

  
  As stated in the Limited Warranty- Contractor warrants that the SmartJacks will stabilize the affected area(s) against further settlement. Contractor DOES NOT WARRANT TO LIFT, to close cracks, to render doors and windows operational, or to move walls back to their original position, but will do its best to achieve results in this regard. As stated in the “Customer Will” section of the contract, the homeowner was to remove and replace the HVAC unit (and duct work) to allow us access to the work area. The LFR team did not move or damage the duct work. Additional repair work was also being completed by other contractors and debris was scattered in the yard.

  
  After the install, the homeowner still had concerns with the floor feeling spongy. LFR management completed a site visit and video call with the homeowner with the property manager present. LFR agreed to make adjustments to the area we completed work to address the homeowner’s concerns. November 2021, management and a crew recut the SmartJacks and adjusted the lift and added 2 additional SmartJacks at no cost to the homeowner to obtain more support. The contractor was not present as originally planned. LFR management completed a video call with the homeowner to ensure satisfaction with the work.
  

  January 2022, the homeowner sent a letter relaying concerns expressed by the roofing contractor that one side of the home was bowing, and additional supports were needed. The LFR field supervisor completed an inspection and determined that the issues were outside the area where we completed work. LFR presented a proposal to the homeowner for additional work, and as a courtesy, offered an additional discount off the price. The homeowner agreed to the contract for $4,188 to install 2 additional SmartJacks and 2 piers on the exterior wall as shown on the diagram. The install was scheduled for 2/17/22 and the homeowner was expected to travel from out of town to be present. On 02/14/22, the homeowner sent notice to cancel the project.
  

  Our contract clearly states - If the entire perimeter of the basement, crawl space, or foundation was not treated, then additional work at an additional charge could be necessary to extend the system or treat other areas or other problems not addressed by this work. LFR completed the work as agreed to in the original signed contract. We stand ready and willing to assist the homeowner with the additional foundation concerns, however the partial area of foundation work completed cannot guarantee stabilization of the entire home’s foundation. Additional work outside of the initial contracted area will be an additional cost.

  Customer response

  03/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 16917384

  I am rejecting this response because: their response was not truthful/accurate. I have provide text message communications I had with ******* ****, who I met in person at my home on 8/2/21, and this is confirmed in his text "Pleasure to meet you yesterday" that he sent me on 8/3/21. We did a thorough walk through of my property to address my concerns, where he drew up two options. He stated I would not need supports around the perimeter of my house to provide stabilization. I told ******* I intended to install tile as part of the home remodel. He told me the higher priced option of $13,471 would be enough to level my house. He assured me that Lowcountry Foundation Repair can stabilize 20 story buildings, so my house would be "no problem." I was LED TO BELIEVE that the work they were doing would level my house. I did not think I would need to pay more money for additional supports such as around the perimeter of the home, because I was told by the "expert" that IT WOULD NOT BE NECESSARY.

  I have also included my text communications with ******* immediately following the work that was done. He again states on Friday 9/17 that he "DOES NOT BELIEVE THAT THE PERIMETER NEEDS ADDED SUPPORT" but he'd get the production lead to "take a look". I followed up the following Wednesday, on 9/22, because I hadn't heard anything. ******* told me he'd be in the area on 9/27 and would "follow up" He never attempted to set up and appointment with me, but after I texted him twice over the next 2 business days, he finally called me on Wednesday to say he'd just stopped by and it "looked fine." He was not able to get inside because he didn't go on the day he said he would and he never attempted to set up an appointment.

  When I flew down to meet with ***** **** at my home so he could inspect the work, he said it was poorly done and the perimeter absolutely needed support. He drew up the different options, strongly recommending I go with the only viable option for lasting support, which happened to cost over $8,000. I did set up the appointment for this work and flew down for the scheduled time, but I ended up canceling because too many trusted contractors were telling me I was being ripped off. This is why I am reaching out to the BBB for support in a better resolution.

  Regards,

  ***** ****

  

  Business response

  04/04/2022

  Our management team has reviewed the project, and we stand behind our work. The work included in the contract was to address the sagging floor in the center of the home. We stabilized the floor and were able to obtain a lift of 4” after adding two additional supports. Although the exterior wall was not included in the work area of the original contract, we’d like to offer the homeowner two options to address the additional concerns and hopefully make her happy with the outcome.
  
  1. install four additional piers on the exterior wall as shown on the proposal diagram, at no cost to homeowner, to provide stabilization only – Contractor DOES NOT WARRANT TO LIFT, to close cracks, to render doors and windows operational, or to move walls back to their original position, but will do its best to achieve positive results in this regard. This work will not stabilize or level the entire home. This is an older home and sagging or settlement may be evident in other areas not addressed by this work. Additional work to extend the system beyond this point or to treat other areas or other problems not addressed by this work will be an additional charge. Homeowner must be present on site during the installation and attempt to lift. Customer will need to sign attached proposal for work. OR
  
  2. provide customer a partial refund equal to 35% of the final contract amount. The contract was for $13,491 and a 5% discount was applied brining the amount the customer paid to $12,816.45. The partial refund amount will be $4,485.75 issued via the original payment method. The Customer will need to sign the attached Property Damage Release before the refund is issued.
  
  We hope one of these two options will satisfy the customer and bring this matter to a close.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $2,110 on October 18, 2020 to have some repair done to my home. I was told if I pay 20 percent down it would save me a few hundred dollars. I was told they would reach out to me in a day or two to schedule a time for the work to be done. They did not, I had to reach out to them several times to get a date, which happens to be over 2 months later. I am in the military and found out I will be doing training and won’t be able to be there for this repair. I asked for a refund and was told yes they can do that and I would be contacted shortly. Days went by and I never received a call, I called several times with the same answer and no call back or refund. I am fed up with this lack of poor customer service, especially from a veteran and proud active duty military service member. Shame on them. I really just want a refund for the amount I put down on this project.

  

  Business response

  12/06/2021

  According to our records, our representative met with the customer on October 19, 2021. He signed a contract for repairs and paid the required 30% deposit. The customer was also offered a 5% same-day discount. The customer was given our first available installation date of December 27, 2021. On November 29, 2021, the customer informed us of his deployment and requested to either push back the install or receive a refund.
  The contract clearly states “I/we understand the minimum 30% DEPOSIT IS NON-REFUNDABLE, unless customer cancels this Contract strictly in accordance with the express terms of this Contract (the 3-day Right to Cancel).” We will be glad to work with the customer’s schedule and offer a later installation date when he will be available to be onsite. A member of our management team will be contacting him to discuss his options.

  Customer response

  12/06/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ***** ******

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