ComplaintsforHelitech Waterproofing & Foundation Repair

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  11/22/2021 i put a $600 dollar down payment for some polyjacking work on my driveway, they said they would not be able to do the work until warmer weather, during that period one piece fixed itself and the one cracked. So i decided to cancel there work and replace the concrete instead. on 3/5/2022 i emailed to cancel and on 3/09/2022 talked to the salesman on the phone about it, i followed up with an email on 04/01/2022 was told we are looking into it, i followed up again on 4/12/2022 and received an email that stated the check would be sent out next week. now on 5/02/2022 i still do not have my refund.

  

  Business response

  05/06/2022

  Customer Cancelled Project on 03/29/2022 well after the 3 day right of refusal. 
  
  Helitech Issued a refund check to ********************** on 04/26/2022 via mail in the amount owed of $600.60 in good faith. 
  
  This complaint has been resolved.
  
  
  Ck# ***** $600.60
  04/26/2022

  Customer response

  05/14/2022

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2021 I hired Helitech to fix my foundation, due to my house falling. They told me they would jack my house up and put some concrete under. They was unable to jack my hous eup so they did what they thought would fix the problem. I paid really close to $10,000 to get this fixed. I have called them out a few times to fix the problem because it wasn't fixed. I now have cracks in my walls and my floor is all broken and I have more water coming in my basement more then I ever did. When they came out March of 2022 they took pictures and did nothing to fix my problem. I know have to replace my floor and get my foundation fixed. I would like some kind of refund, it was not worth $10,000 to have to replace my floor and still get my foundation fixed it wasn't worth all the water coming in my basement now. They can pay for a different company to fix it and my floor to get fixed and the cracks in my wall to be fixed as well, or they can refund me at less 75% of the total I had to pay them, so I can fix all the problems that have occurred.

  

  Business response

  04/29/2022

  August 5th, 2020: Helitech Installed four helical piers on crawlspace from exterior of the home while surrounding brackets in concrete (Concrete at no cost) due to abnormal construction and the foundation having no footing (abnormal) . This was done for better stabilization and installed  through the blacktop of customer’s driveway and Helitech left area open as customer requested and customer was satisfied with work.
  
  January 5th, 2021: Helitech sends a Technician out to shoot benchmarks on the home in order to monitor area.
  
  January 27th ,2022: Customer calls into Helitech concerned about shifting in the home.
  
  February 7th ,2022: Technician is sent out by Helitech to customer’s home and takes benchmarks. As a result of taking benchmarks, Technician recommends customer have additional work including getting the water away from the home, cleaning out gutters and additional stabilization of the foundation beyond work area done to the rest of the as the home has shifted beyond Helitech’s Contracted work area. Customer declines work and Technician sets follow up benchmark reading on May 10th in order to give customer peace of mind.
  
  February 14th, 2022: Customer calls into Helitech stating that house is getting worse and needs someone to get out to their home ASAP.
  
  February 18th,2022: Technician goes out with Superintendent to access what customer issue is and Recommends the exact same findings the last technician did. Needs additional work including getting the water away from the home, cleaning out gutters and additional stabilization of the foundation beyond work area.
  
  March 9th,2022: Customer calls in saying hole has appeared where the pier was installed, and now water is streaming in to the house. Helitech sends out technician even though customer elected to keep holes open during installation
  
  March 21st, 2022: Helitech sends out a Technician and Superintendent to fill hole and patch hole at no cost as a courtesy to Homeowner.
  
  March 21st,2022: Homeowner Leaves bad review on ****** at the end of march and Customer service manager reaches out stating same recommendations again.
  
  
  
  Helitech has fulfilled its obligation contractually and provided additional solutions to the customer along with free services after installation that are needed for their issue and customer continues to say the original work is the issue, even though the rest of the home needs repaired and this recommendation is continually ignored. Being that Helitech has offered solutions needed beyond the original scope of work and went the extra mile for this customer Helitech has made multiple visits to the home when not needed. This matter is now in the hands of the homeowner to either move forward with additional work needed to correct their additional issues.
  
  

  Customer response

  05/02/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I do NOT agree with Helitech.

  They did not tell me it needs more work, they told me keep them updated with new cracks and brakes and to take pictures. The last TWO times they came out they was unable to do measurements as there  Equipment wasn't working. I did leave a ****** review, because they are not doing the best they can and every time you call them you get sent to a voice mail and no one calls you back for days. Also, when asked for a **** of everything they did to my house I haven't gotten nothing and I have asked at less 5 times in the last six months.

  This company isn't honest or trust worthy. I truly feel they all will lie to cover themselves. 

  I am stuck with a bigger mess then what I started with. Every time it rains I have to get the water and sand out my basement, when I never had to do that before they came out. The came out in the beginning to help level my house back out. 

  They are trying to say my house is falling a total different way when nothing in my house is broken or cracked on that said of my house or in the area. 

  In my kitchen my cabinets no long stay open. This company knows it has messed my floor all up and they said I hope it's still covered and they will repair it, because I just had it done a little over a year ago. 

  I still feel that they need to give me some money back as in a refund or come fix the problem the right way for free. $10,000 to have water and sand in my basement a broken floor and Crack walls is NOT what I wanted.
  

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

  

  Business response

  05/06/2022

  Helitech is more than willing  to resend Mrs. *** the contract that was signed. As stated in the initial Response Helitech installed Helical Piers on a foundation wall in a specific area that are designed to eliminate vertical settlement in this area. Helical piers are not a waterproofing product nor has Mrs. *** ever contracted Helitech to do any water diversion in her home. The possible issue of floors sloping could be due to the fact that interior changes were made that could affect the internal structure of the home by Mr. *** and/or additional movement along the foundation. At this time Helitech is willing to send the Mrs. *** the contract that was signed if she has not received a copy. At this point Helitech has done everything they were contracted to do in good faith and recommends Mrs. *** have her home evaluated further in order to correct other lingering issues caused by water, more movement and interior changes.

  Customer response

  05/06/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  I would like a little more answers as to what all I did pay for? I would like to have a copy of a Itemized bill showing what has been done and what I paid for, so I can further understand. I understand I hired you to stop my house from falling and not to weather proof it, but after the work was done the patches didn't last long and became a whole witch then allowed water in my basement. Yes the company came out and fixed the whole but it didn't last, it fell in once again and more water entered in the basement. I do have pictures of the before, but I have took it on myself to fix the whole because I could keep letting water in my basement messing all my items up.
  I would be okay if they could just send me a copy of the Itemized bill showing what was done and where my money went and dropping the 75% refund down to 15% to just cover the cost of fixing it myself with Concrete, as the asphalt they are using is not holding up. Thank you.
  
  Sincerely,
  
  
  ********* ***

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was scheduled for Monday, 8/9/2021 from 8-10 a.m. At 7:26 a.m. the alleged tech/worker called to say they wouldn't be coming out this morning as wouldn't want to do any more damage to my yard than I already had. He would notify the office staff to re-schedule for me, but they would not get in until 9:00 a.m. Though his excuse was lame, flimsy, and last-minute, I waited all week for the office to re-schedule. [Not to mention, the assessment of my yard was totally inaccurate/fabricated.] I finally contacted the office on 8/16/2021 via E-mail and requested HeliTech process a refund of my deposit. On 8/17/2021, I received an E-mail that the process had begun. As of 10/19/2021, I have not heard another word from HeliTech. Pathetic and unprofessional customer service. . . . . . . .

  

  Business response

  10/22/2021

  5/24/21- Mr. ****** signed a contract with Helitech for a compact Hydrabreeze basement dehumidifier and 60ft of 4 inch buried gutter downspout extension.

   

  6/6/21- Mr. ****** received a message from Helitech regarding the prep work that he needed to complete prior to the crews arrival for his project. Mr. ****** was also given a tentative installation date for the project of the 2^ndor 3^rdweek of August. Mr. ****** is informed that he will be notified of any updates in regards to the scheduling timeframe.

   

  8/4/21- Mr. ****** is confirmed for 8/9/21 to have the project installed.

   

  8/9/21- Due to weather conditions the project was not installed. Mr. ****** did receive a call that morning informing him that the project would have to be rescheduled, and that he would receive a call updating him of that date.

   

  Unfortunately Mr. ****** did not receive a call updating him of another installation date in a timely manner.

   

  8/16/21- Mr. ****** emailed Helitech requesting to cancel his project and asked for a full refund.

   

  8/16/21- The office manager reached out to Mr. ****** via two phone calls and left two messages. The office manager gave Mr. ****** a date of 8/23/21 to have his project completed if he still chose to move forward. The office manager requested a call back in regards to the date or if Mr. ****** still wished to cancel.

   

  8/17/21- The office manager reached out to Mr. ****** again via a phone call, and followed up that phone call with an email. In the email the office manager apologized for the communication error and offered $100 off Mr. ******’s project, should he wish to move forward still.

   

  8/17/21- Mr. ****** responded to the office managers email stating he still wished to cancel the project.

   

  8/17/21- The office manager informs Mr. ****** that the cancelation process would be started.

   

  Helitech apologizes for Mr. ******’s experience, as it is not reflective of the Helitech standard. At this time Helitech is refunding Mr. ******’s deposit. A check for the refund will be mailed to Mr. ****** during the week of 10/25/21.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** came to my home (**** ********) for an appointment on 9/1/21, I explained to *** that my house had been sold and I would be closing on 9/24/21. *** stated the work would be completed before my closing date. ****** emailed me a couple of days ago stating the work was tentatively scheduled for the 3rd week of October. I replied to ****** stating I needed to check with my realtor and asking how the new owner could schedule the work as I will no longer own the home and I do not want to commit the new owner to a date not knowing their schedule. ****** suggested I contact ***, after a couple of emails back and forth with *** I emailed ****** and copied ***, no one has replied (emails attached). I also chatted online with someone yesterday and they stated that someone would call me about the matter and I have not received a call.

  

  Business response

  10/08/2021

  9/15/21- A customer care liason reached out to the customer to notify her that all the paperwork had been processed and the account had been moved to scheduling. The customer was given a tentative installation date of the 3^rd or 4^th week of October.

  9/15/21- The customer reached out to the estimator via email, in regards to the scheduling time frame. The customer asked the estimator for options for a cancelation/refund, or to transfer the service install to the new home owner, if the new owner was open to that option. The estimator responded that day to the customer letting her know that she could inform the new owners that she has a tentative date set for the installation of the work, and that the work will be completed.

  9/16/21- The customer and the estimator discuss via email again the schedule date and how the final payment can be collected.

  9/23/21- The full payment for the work was paid.

  9/27/21- A date was set for October 11^th and confirmed for Helitech to complete the work.

  Customer response

  10/10/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  No one responded until I sent an email including my realtor on 9/21/21. Asking for someone to please contact me because Helitech was now impacting my closing. I needed a lien waiver and to pay the balance in full before I could close on the sale of the home on 9/24/21. I received a phone call from
  Tracy who took final payment and ensured I got the lien waiver. The initial question was NEVER answered if Helitech can coordinate with the new owner, I never received a reply from anyone regarding that. And I emailed the owner, scheduling and the sales man. The issue was never payment in full. The original agreement was 1/3 payment down and payment in full upon completion. I am not sure who they informed the date was October 10th, as Helitech has not emailed or called me. It is very poor customer service and I am very disappointed in Helitech as a company. This level of service is unacceptable. I have attached the emails I sent on 9/21/21 and an email my real estate agent sent asking that they contact her as I am moving out of state and no longer own the home.
  
  
  
  Sincerely,
  
  
  ****** *******-******

  

  Business response

  10/14/2021

  I have attached the communication notes from Helitech’s CRM.  As noted by Ms. ******* - ******, Helitech was directed to only communicate through Ms. **** ******, Helitech has complied.

  9/27/21 – Helitech’s CCL left a voicemail for **** to confirm the project

  9/27/21 – CCL spoke to **** and confirmed project for a 10/11 start date

  9/27/21 – follow up email to **** was sent

  10/11/21- Helitech arrived to complete the contracted work. This date was confirmed through **** ******.  Helitech was able to complete the general contracting portion of the contracted work. Due to rain on this day the crack Helitech was contracted to repair was actively leaking. To properly repair the crack the crack must be dry, to ensure the injection material properly bonds.

  10/14/21- Helitech is scheduled and confirmed to return to complete the crack repair portion of the contract, this was confirmed with Lashonda Davis. This will complete the work Heltitech was contracted to do.

  Helitech did not confirm either of these dates with Mrs. *******-****** per her request.

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