ComplaintsforThrasher Foundation Repair

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  September 2020 was original time when I called Bix Basement Systems to give me a quote. They came out ***** from Bix was the original sales guy. I was told excvation was not needed and the anchors would hold and were guaranteed to last a lifetime the anchors has not worked and my walls is falling in.

  I have been told by the salesman ***** that it should have been excavated.

  I have been cursed at by ___ ______ a secretary for Bix Basements on the phone and now Bix is trying to say I chose not to have extrvnton. But I did not I was told anchors would work but now they're trying to make me pay more money.

  

  Business response

  06/07/2022

  Per the original contract, wall anchors, excavation and a wall pull back were recommended. In order to complete the excavation, the customers pavers and belongings on the outside of the home needed to be pulled back to allow the crew access to where the ground and the wall meet. Upon arrival for the initial job, these items were not removed. Due to this, the anchors were installed in the customer's basement, but excavation was put on hold until the customer had the outside area ready. Now the customer is ready for excavation but is asking Bix Basement Systems to complete the excavation at no charge to her under "anchors warranty". The anchors are working as intended, however the customer needs to have the remainder of the original contract completed. Bix Basement Systems will not perform this work for free as it was always recommended and was not completed only due to the fact that the customer had not cleared the outside area for excavation by the day the original work was scheduled.

  Customer response

  06/17/2022

  
  
  Here is my response and actually the truth in what has transpired and taken place since contacting Bix Basement Systems to help repair my wall in September of 2020.
  I originally called fix Basement Systems to have them come out to give me a quote on the basement wall.
  A salesperson whose name was ***** and his who is still employed by Bix Basement Systems came out inspected my wall and told me what I needed to do for it to be fixed.
  Also a production or worker employee by the name of ****** came out and did a visual as well
  They then came to the proposal that they did not need to do any excavation as ****** had said the wall could be fixed with putting up the anchors only.
  So they came out to do the job in September 2020
  Digging and putting the anchors underground and attaching them inside the basement wall,
  
   
  
  And again I was told that there was no excavation needed and these ankles were guaranteed for a lifetime and they would work to fix the wall.
  
   
  
  I did not,  choose not to have an excavation 
  
   
  
  I was directly told it didn't need to be done that the anchors would be sufficient for my repair.
  
   
  
  And the pictures can clearly show that the anchors are not working it's getting worse my wall has actually come detached from the cylinder blocks at the bottom.
  
   
  
   
  
  So the original amount that I paid I was refunded for what would have been the excavation part as they told me it was not needed.
  
   
  
  ( But the owner Mr  ***** ***** keeps trying to state that I (chose Not to) have excavation done.
  
   
  
   which is not the truth,  I was told the anchors would fix the wall and they were guaranteed for a lifetime).
  
   
  
   
  
  So they came and put the anchors in and two years later they are not working or holding my wall actually is caving in more and now the whole exterior wall is it literally only sitting on a couple inches of a cylinder block
  
   
  
   that's how far it has pushed outward and I cannot close or lock my back door from the frame being pushed along with this.
  
   
  
   
  
  I've contacted Bix basements numerous times about this , and also about the six holes that they dug for the anchors have sunken in and they've never came to fill them in as promised ,
  
   
  
  along with before I did this in 2020 I had just put down new sod rolls of grass down,
  
   
  
   which understandably was tore up when they did work on the wall to put in the anchors.
  
   
  
   However, they put down grass seed three times and no grass has grown and it's completely dirt and mud when it rains on the side of my yard,
  
   
  
  You will see this in the pictures that were attached to the initial complaint through the emails and the pictures that was sent to ******.
  
   
  
  Also,  they pulled my chain link fence back and it's never been repaired for the brackets to be put back on  in two years, where now there's a hole in between and I was promised three times that they would come and do that.
  
   
  
  After this past spring seeing the wall moving as much as it has,  I contacted Bix again , because of my concern about this wall potentially falling or the basement wall caving in.
  
   
  
  I'll attach pictures as well with this complaint.
  
   
  
  ***** had got a hold of **** who is the overseer of the actual workers and he stated that this wall should have been excavated originally that they shouldn't have only done the brackets they should have done the excavation.
  
   
  
  He reported this back to *****, it was set up for them to come out on May 14th to do the excavation and repair the wall and there was no mention of me paying  anything for this , 
  
   
  
  as it was the anchors were told to me we're going to be sufficient, and since they didn't work they were going to repair this and that meaning by excavation.
  
   
  
   Because both of the workers were telling me this is what needed to be done, that it should have been done in the beginning but ****** no longer works for the company.
  
   
  
  And that these anchors were sufficient and were guaranteed for a lifetime. But they have not fixed it it's actually pulling it outward now.
  
   
  
  I also want to add before I go in to anything else that they're trying to say that no pavers were moved or none of my yard stuff was moved in 2020 
  
   
  
  which is not true ,  I moved what they told me to move and they told me they had access to dig the holes for the anchors.
  
   
  
  Also I can't really understand why they would say that because there was no excavation to be done because they had told me only anchors we're going to be put in, they showed me where they were to dig and all that was cleared before they got here
  
   
  
  So as on waiting on May 14th I had someone at my home for when they got there that morning because I was attending a wedding from the night before and wouldn't be back until 1:00 p.m.
  
   
  
  I had someone at my house at 8:00 however no one(****,) showed and no one called at all.
  
   
  
  So while on my way back I made a call to ***** who then got me a hold of **** and **** proceeded to tell me he couldn't make it there today and this was already at about 1:30 in the afternoon,
  
   
  
  But that he would be there the next day which was a Sunday May the 15th at 8:30 in the morning
  
   
  
  So I asked him directly on the phone are you sure you'll be there in the morning because that's a Sunday?, And his reply was yes I will be there in the morning
  
   
  
  However the next morning which was Sunday the 16th there was no call or no show at all, I had sent a text to **** asking him if he was coming or what was going on and I got no reply that day.
  
   
  
  I had drug all my stuff out and back in again both on Saturday and Sunday.
  
   
  
  So on Monday morning **** and three workers showed up and **** mentioned the yard had not been flagged by the utilities,
  
   
  
  This is something unknown to me because I don't remember them doing it the first time, however that would be on ***** that worked in the office as she calls these in ahead of time for the jobs to be done
  
   
  
  So **** showed up with another employee ******* and two other guys Monday morning.
  
   
  
   
  
  So Monday morning I called Bix Basement Systems at their number which is routed to Iowa while **** and the workers were here to start
  
   
  
  I was put through to ***** whom is the production scheduler for the jobs and she works in the office there
  
   
  
  I proceeded to tell her that they didn't come on Saturday,  there was a no call no show,  then **** finally I got a hold of,   with him telling me he would be there Sunday morning which was another no call no show
  
   
  
  Saturday after ***** got a hold of him,
  
   **** did call around 1:30 and he then said he would be there Sunday the following morning
  
   
  
   which it was a no call no show again for both Sat and Sunday,
  
   
  
   both of these times with me having drug all of my stuff out of the yard and cleared out that side for them to the front of my house in preparation for them to be there.
  
   
  
  While talking with ***** she started to curse and swear at me screaming literally screaming at me I did call the utilities in and so I told her that I had called the utility place which is ***** and they said there was no call in
  
   
  
  She then started screaming at me I made a e***** mistake it's my e***** fault but I can't hold ****'s hand I'm in a whole e***** different state!
  
   
  
  She was on speakerphone wow my friend that I had here was standing next to me and heard this whole conversation as well.
  
   
  
  I then asked for the owners name and she said it was ****** ****** is ***** ******* wife which I didn't know at the time.
  
   
  
  But she called me all the while while **** and the workers are still here and she proceeded to apologize for how ***** had talked to me and said that was unacceptable and she's very sorry and that they would fix this for me and get me taken care of.
  
   
  
  In the meantime **** and the other workers left because they couldn't proceed because no utilities had been marked or flagged.
  
   
  
  But while  all this was going on I had **** telling me that this is what the company does meaning Mr ***** that he tries to put in all these other jobs in and have them bumping from one place to the next and that this has happened before  many times with the utilities not being called in , and they go there to do the work and they can't.
  
   
  
  So while I'm hearing all this and the complaining from the workers ***** ***** the owner calls me
  
   
  
  And he tells me he will come out to my house personally and do a visual hisself and make sure that the utilities got called in
  
   
  
   
  
  You have all the pictures and the original text from myself and ***** ***** about how ***** literally cursed me out on the phone, Also from ***** 
  
   
  
   using the f word saying that she can't ***** hold ****'s hand ,
  
  she's in Iowa in a whole different state and finally admitting to me that she did not call the utilities and that she made ian ***** mistake l,
  
  iterally screaming at me on the phone!
  
   
  
  There was no mention of anything about paying for an excavation I had explained to him what was going on that the anchors weren't working and he had promised to come out to do a visual which he did not and you can see through those texts between him and myself what transpired.
  
   
  
  Well of course I was upset with all of this but I thought the owner was stepping in and trying to make it right at least that's what I thought until he proceeded to tell me I would need to pay for an excavation because I chose not to have it in the beginning,
  
   
  
  Again which is totally false I was refunded the money for that part because they said they didn't need to do it ****** had reported to ***** that the anchors would be sufficient and gauranteed.
  
   
  
  I have asked for all my paperwork from the owner Mr ***** and have gotten no response.
  
   
  
  He made it a point as you will be able to see through his text that he has a plus rating with BBB nothing like this has ever happened before however if you see in the text where I pulled him up on Yelp this has happened numerous times before the same situation that I went through and I'm going through.
  
   
  
   
  
  I do not want any money all I want is my wall fixed as these anchors did not work and they were guaranteed to work he's trying to say he took pictures to show that it's working but no one ever came out to take pictures again so I don't know where he's getting that from and he also has put his employee ***** in the middle of it to be the messenger after I told him how unprofessional this was and how I was being treated and now that he didn't even own up to his word to come out to do a visual
  
   
  
  But yet I asked him about the recording of how ***** was screaming and cursing at me if he could get that because he says they record those
  
   
  
  Also while waiting on hold his message from the company is they show up when other people don't they pride themselves in making things right which is absolutely none of the things that have happened with me thus far.
  
   
  
  When I told him that I am a single grandparent raising a two-year-old grandchild and that my concern is about the law keeping in and the door he turned it around on me and started we don't do anything for free which totally upset me because that is not what I said or what I meant at all.
  
   
  
  I have no problem paying for something if it's what's due by me.
  
   
  
  But once again I was told the anchors were sufficient for my wall and that it would work and it has not and that they were guaranteed for a lifetime.
  
   
  
  That is why that is why I feel the way I do because now you've got your workers and even your salesperson saying it should have been excavated and now he's trying to just turn around and say I chose not to have that done and that is definitely not the truth I was told it didn't need to be done and that the anchors would work that is where I have the problem with.
  
   
  
  Again I don't want any money I'm not trying to sue anybody I just want my wall fixed and it should be on them because now you've got two of your workers saying it should have been excavated in the beginning but Mr ***** is not trying to take accountability or responsibility for that and I think it's because I let him know how I felt about his secretary or office personnel screaming and hollering and cursing at me
  
   
  
  When I told him what his wife ****** had told me that she would make sure that this got taken care of he said directly she doesn't know what she's talking about she shouldn't have said that.
  
   
  
  Again so miss poor communication between the workers and the office in both of these states.
  
   
  
   
  
  I asked that you help me with this because in speaking with ****** she understood how upset I was that I drug my stuff out and back 12 times 6 days in a row out six days in a row back.
  
   
  
  Because after them leaving on Monday because the yard hadn't been flagged , they called the utilities in so they came back out on Wednesday and the utility guy from ***** actually hadn't came yet but he was supposed to so they waited and they called in the 2-hour emergency which ***** did not come back out in that time frame so they had to leave and then it went into all of this.
  
   
  
  I really hope that you can understand where I'm coming from how much inconvenience how much frustration that I've been dealing with I even drove to Peoria that Friday to make the complaint in person with the office man telling me in the end yes we're going to try to resolve this for you because it's not just about them trying to say or make me pay for an excavation part which shouldn't be on myself because I was told the anchors would work
  
   
  
  It's also about the way I've been inconvenience I've been lied to the no call no shows the workers complaining to me about their own boss and the back and forth between the husband and wife which are the owners ****** and Mr ***** and the way that he's responded to me in these texts back to me plays a big part in what's right and what's wrong here.
  
   
  
  Personally I think that Mr ***** just was upset that me as a consumer was able to see how the business was ran poorly 
  
   
  
  and the things that went on and transpired
  
   
  
   So therefore rather than honoring what should have been honored, because the product didn't work meaning the anchors he wasn't or didn't want to own up to that.
  
   
  
   He then took it against me and then came up with I would have to pay for an excavation,  and that's one of my main issues,  is that this me paying for it wasn't an issue until after his secretary had cursed me out and those things that happened. There was no mention of it until after that transpired.
  
   
  
  Thank you very much for taking the time to read this and I hope that you can attach all the pictures and text that ****** has that I sent to her originally that Friday.
  
   
  
   
  
  Again all I want is to feel safe and be able to close and lock my back door and not have to worry about this wall caving in and my yard at least two not be full of mud and have some grass growing back but the main thing is the wall and my safety and the safety of my grandson..
  
   
  
  Thank you
  
   
  
  ***** ****** 

  
  

  
  

  

  Business response

  06/30/2022

  In response to the customer's continued argument that excavation was not recommended by Bix Basement Systems, I have attached the original contract provided to the customer, ***** ******, clearly stating that excavation was recommended for this job. The customer DECLINED to have the excavation done and additionally did not prep the outside of the home for excavation. In either circumstance, the customer is responsible for the cost of excavation. As stated to this customer many times, Bix Basement Systems is happy to complete the full scope of work originally recommended by the Bix Basement Systems team, however she will be responsible for paying for services rendered.

  Customer response

  07/05/2022

   I am rejecting this response because:
  
  I have spoke to the attorney general's office for Illinois and I will be sending over another note detailed rejection response tomorrow in regards how I was created from Bix Basement y, Also to what actually was told to me during the initial time of qoute,

  
  

  Thank you,

  
  

  ***** ****** 

  

  Business response

  07/15/2022

  The original quote document attached in the last message shows the excavation work drawn on there and itemized out. The customer verbally declined having excavation done when the workers showed up and the outside area was not prepped. Additionally, Bix Basement Systems did not charge for that portion of the work and the customer did not pay for it. Therefore the excavation was not completed per the owners wishes. At this time Bix Basement Systems is happy to perform the additional service recommended as has been stated to the homeowner. Regardless of when the excavation is completed for this customer, the cost of services must still be paid. All our customers must pay for work received.

  Customer response

  07/20/2022

   I am rejecting this response because:
  
  
  I am rejecting this response again because the business and the business owner of Bix Basement Systems keeps replying back that I was told that this is what I needed originally which is not correct. I was told that it didn't need to be done meaning the wall excavation part. Once again, they're stating that nothing was cleared out of the way on that original date 2 years ago this is not true, and this has never came up until now. in these responss back niw from Bix coming back to me, I was never told to have things moved because I was told excavation didn't need to be done and that what they were going to do as far as putting the wall anchors on would be sufficient and hold for a lifetime this once again is where my argument is with this is that I was clearly told the Anchors would work, and they haven't,and up until there was a problem where the owner ***** ***** got notified apparently him not liking to be notified now he's wanting to charge me for something that wasn't brought up and they were out here to do that day and would have done and I wouldn't have been charged for had his secretary not made the mistake of not calling Julie which is for the utilities to come out and mark the lines and that also led into her using for vanity and cursing me out that day which I got apologized to by ***** ******* wife, the owner's wife and she said she was going to take care of this and now it's went into all of this back and forth with ***** ***** the owner Now saying that he has an A+ rating which is not true I did check that with your office in Peoria when I was there originally and there are several complaints online that the same thing has happened to people I've been inconvenienced on my time and convenience on my yard being tore up which they said they were going to fix along with my fence and having the holes in my ground caving in as well as being worried that this wall is going to cave in now that this has been going on another almost 2 months I just want fairness as a consumer I cannot help the way that things went with their business that's miscommunication between the owner his employees and his secretary the use of profanity and screaming at me very unprofessionalism. However again, I was told that it wasn't needed and that the anchors would work and be sufficient for a lifetime therefore , they are not working the wall is about to cave in and that is why I called Better Business bureau and the Attorney general's office with whom I have a case number with now and they will be sending me a letter with an advocate to work on this as well with you at better Business Bureau. I am not looking for anything for free! I paid for a repair That was supposed to be guaranteed for a lifetime and it simply has not worked! I just want Bix Basement Systems to please repair the wall and secure it as told to me for a lifetime before this wall caves in. I spoke with Attorney general's office just a few minutes ago, and I should be getting an advocate name and number within a week and then they will also be in contact with Better Business Bureau. This owner of Bix Basement Systems seems to care more about his A+ rating which is not true,than honestly honoring what he says the model and values of his business are so much for Thank you so much for your time and I would also ask that the owner's wife ****** be called into this as well, for the conversation that we had on the phone and that the recording of his secretary cursing and yelling at me also be brought into evidence as was stated that they do record those Thank you ***** ******

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