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:10/24/2023

  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 hired this company in April because I have a hanging furnace in my storage cellar that was causing a the floor in my kitchen to slope. **** came out and gave me the project plan and sent me the contract to sign. In June ******* came to place 8 smart jacks 4 of which would be on the four corners of the furnace. While at my house they did not place the jacks as shown in the signed contract. The furnace is not fully supported as outlined in the diagram of the signed contract. They also decided to raise a portion of my house which was not supposed to be raised. This resulted in damage to my house. I have reached out to ********* for resolution. She then sent some workers out to put the jacks in the correct location per the contract. They stated that a shelf is in the way and would need to be removed first. This shelf has been in place for years and would take considerable time and effort to remove. I spoke with the the person who designed the project and the workers who were here to complete the project. Both of them said that the shelf would not need to be removed. I gave them a deposit of $3,155.08 for the project. The remaining balance of $7,361.85 was stopped because the project was not completed per the contract. Now ********* is charging me $100 per month on top of the remaining balance. I have reached out to her multiple times and she does not seem to want to resolve this issue. The only thing she seems concerned with is collecting her money. The smart jacks are not supporting the furnace which is why this company was hired. On top of that I am going to have to spend several thousand dollars to repair the damage caused to my home because of their negligence. I am going to need to hire someone else to complete this project. This company has been at my house four times and still no resolution. When they came back the third time is when the majority of the damage occurred. Instead of fixing the problem they made it worse.

  

  Business Response

  Date: 10/25/2023

  I am wanting to get the best resolution for this project as well. We can install the 4 jacks around the shelving or the shelving needs to be removed. My team is willing to help remove the shelves if that is the resolution you want. If you are not wanting to remove the shelves to have that area properly supported we can remove the 4 smartjacks from the home and proposal. Again I am asking for your repair receipts for the damages. Please let me know how you want to proceed with the 4 jacks so we can get scheduled asap. 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20777514
  
  I am rejecting this response because:

  I'm a little confused over the response I received in your previous email dated Oct.11th versus the response I received now that the Better Business Bureau is involved. There is quite a discrepancy between the two emails. You said in the Oct.11th email that we have not paid for the material when in fact we have paid you $3,155.08 which covers more than the cost of the Jacks. The rest of the balance that is owed is for labor.  I have clearly shown the project was not done correctly and there were damages to my home. 
  
  
  Also, in that email you stated "the smart Jacks are installed in the location as noted in the drawing." That is not true and you said "if we want a different placement, we would be responsible to move the items or fixtures but it is not required as your product is already installed." So clearly there are differences in your responses.
  
  
  This issue has been going on since April and has caused stress and additional work on my part to try to get this resolved. I have let your company in my home four times already with no resolution just additional problems.
  
  
  You also stated that your contract states that "customer holds contractors harmless from damage to the home from attempts to lift the floor." I am not sure why it's so hard for you to understand that your crew replaced my existing support along the north addition to my home which should have been only used for replacement not for lifting. Because your crew tried to raise the north Edition to my home to match the south edition it caused damage to my floor, walls, door and H Vac system. There has always been a 6-in rise between these two rooms. Now they are the same level which they have never been.
  
  
  This lift is when most of the major damage happened to my home. Now even the main door to my home is not level leaving a gap between the bottom of the door and the floor. I am now done trying to get your company to fix this issue. Like I have stated before your company has been in my home four times and we still have not resolved anything. 
  
  
  Because of these reasons I will be hiring another foundation company and repair crew to resolve these issues and to do the work correctly. You stated that "If you are not wanting to remove the shelves to have that area properly supported we can remove the 4 smart jacks from the home and proposal." I am a little confused about this statement. Are you expecting me to pay you $3,155 and you get the jacks and leave me with the damages and having to hire another company to do this project? If that is the case that is an unreasonable resolution.  

  Than once again I just received another statement with finance charges of ****** for a total of ****** in extra charges which  shows disregard of customer care to us while we are dealing with this issue.

  I am done with trying to get this issue fixed with your company. I have already wasted to many months and stressful hours dealing with this. If you want the smart jacks then the amount paid to you needs to be refunded. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/09/2023

  *****,

  We have been to your home on multiple attempts to solve the concerns as you have stated. Please schedule with my office when we can come remove our products from your home. Once we have our products returned we will refund the amounts agreed upon.

   

  Thanks

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

  Customer Answer

  Date: 11/11/2023

  Attached is the paid invoice for the damage done to my HVac when the floor was raised that was not a part of the signed contract. I am currently working on bids to fix the damage done to my floor and molding that were damaged due to this same issue. At this point it looks like a large section may have to be replaced if the matching materials can be found. If not it will require replacing the entire floor.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20777514
  
  I am rejecting this response because:

  *********,
  
  
  Before I can even call your office to have the jacks removed from under the house I need you to answer the questions below:
  
  
  1. What is the plan for removing the jacks? Your company removed all of my previous supports and placed supports where no supports were needed and jacked up my house in areas that did not need to be jacked up. When the jacks are removed it concerns me that there will be additional damage done to these areas. Plus the fact the old supports that were in place when your crew arrived are gone and some kind of support system would need to be in place for the Smart Jacks to be removed to support the house. This is a concern since the six inch threshold is now flat where your employee decided it needed to be level with the next room without consulting me first. And another thing, that I just discovered, some of the floor joists that support the house were damaged when too much pressure was put on them during the lift. These may need to be replaced.
  
  2. You mentioned after the jacks were removed you would reimburse me for the agreed upon amount. First of all we have nothing in writing about any agreed amount nor have you ever brought this up. If there is some amount you are talking about,  I need to know what this would include. The total amount I have paid your company?
  
  
  3. Are you willing to reimburse me for the damage done to my house when the portion of my house was jacked up that wasn't supposed to be jacked up? This damage was caused from negligence on the part of your crew.
  
  
  I have tried to be very patient through this whole ordeal. If you would review once again all the email and pictures I have sent you, you would know it is not as simple as just lowering the jacks and walking away. If you only had the time to see this for yourself in person you would understand the scope of the situation and would probably be more accommodating.  The stress and frustration this has caused me,  I would not wish on you or anyone else.  For you to just come and take your equipment is not that simple anymore. I cannot agree to anything until these questions are answered. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/28/2023

  *****,

  I think the best solution is for me to come up with my team. You and I will walk the project and go from there. When are some times you can make work for me to come up?
  
  Thanks

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

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20777514
  
  I would like to keep this open until this complaint is completely resolved. I am accepting the next steps based on the response below:
  

   

  *********,
  
  
  Thank you for response. I am out of town until Dec. 4th and then start my rotation at the hospital. The dates I am available are Thur Dec. 14th- Tues. Dec. 19th. Please let me know if any of these work for you.
  
  I have had a another company come and look at the project. They are in the process of writing up a assessment of what they would need to do to fix all the problems. Once I receive this information I will send it to you.
  
  Just to be clear the storage shelves in my cellar are not going to be removed. This was never part of the contract. Your crew has been to my home four times. It was only the last crew that wanted the shelves removed. The contractor I had out to my home to assess what needs to be done also expressed they would not need to be removed.
  
  Sincerely,
  

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

  Customer Answer

  Date: 12/06/2023

  *********,
  
  
  Here is one estimate for work that needs to be done to fix some of issues with the house. This doesn't include floor replacement if a matching floor style cannot found. 
  
  
  I know you state you would like to make a visit out to our home. But you never stated what your purpose of the visit would be and what you were planning on doing once you are here. Your crew has been here four times I can't see a fifth time making any difference. 
  
  
  I feel the best plan at this point is for me to hire someone to fix the issues and I will send you the statements. But if you feel you would still like to make a visit just let me know.
  
  
  Terry 
  

  

  Business Response

  Date: 12/20/2023

  I have asked multiple times for any quotes/estimates and costs for what you are wanting for the damage done in the upstairs of the home. I also want to note that we have tried to come to your home and agree upon fixes or solutions that work for our products and you but every time we have tried to you say you have to discuss these changes and then come back you are not happy and send the team away. We stand behind our work and our products. We are willing and want to come out and move- adjust our jacks as agreed upon to take care of the concerns you have. I am again saying we are willing able and want to take care of your home and our products as we are a reputable company and stand behind our work.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20777514
  
  I am rejecting this response because:

  *********,
  
  
  Thanks for your response. First of all, let's get our facts straight. Not once has your crew come to my house and I have sent them away.  Your response makes me wonder if you have even read anything I have sent you or reviewed any of the pictures I sent.
  
  
  You said you have asked multiple times for quotes/estimates on the costs of the damages. I have sent you info on some of the estimates for items that need to be addressed. I have already had to put out the cost to have my heating HVAC system repaired so I could use my system safely.
  
  
  Your crew has been out to my home four times. The first three visits they did not follow the signed contracted agreement and only damaged my home each time they came out. The fourth and last time your crew came out, they stated they could not do any work unless we removed all of our storage units. This was never part of the contract nor did any of your other crew state that this needed to be done.
  
  
  Because of that reason your team left on their own accord. I know they contacted the office on that day by phone so you were aware of why they left my home and why they did not make any changes to the smartjack system.
  
  
  At this point, after four times of getting the work done incorrectly and not getting it completed, I  cannot go any further. It has been noted by my contractor, who looked at the work done by your company that it was done incorrectly. Some of the Jacks are not holding up the floor as they should be and they are loose when lightly shaken. The base of the Jacks that are to be set on a base of rock are only placed on the dirt which does not keep the ****** supports from sinking into the ground.
  
  
  At this point, although it is against my better judgment, because I don't know what it is going to take to make everything right again, or the extension of the cost. I must call it a wash. I've been dealing with this issue way too long. I cannot trust your company to get it right after being here four times. 
  
  
  I know you stated you're willing to take care of our home. But that time is over. You also stated that you are a reputable company and I am sure you are or your company would not have been in business for as many years as you have. But that has not been my experience. I wish your company better Days going forward.                                                                                                                                
  
  Sincerely,
  
  *********************