ComplaintsforReliable Foundations, LLC

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Approx 200 linear ft of Hardieboard was brought to my house to replace any original siding which might be damaged when two ***** were replaced. Not one inch was used. Additionally, the original siding was re-applied in a haphazard manner, some upside down, with several areas open to rain, not completely covering the new *****. The rear sill is positioned so that it is either one inch too long or ineptly placed. The corner trim pokes out to expose the sill and **** the trim.I also specifically noted that the center of the house is sagging--very obvious to me, as my desk drawers slide open--will not stay closed--where the desk is near the center beam. The contractor measured incorrectly when he ignored a sag in the floor along the windows--said the floor was "level" when one's eye could clearly determine it is not. My floor still squeaks and shakes at the area I pointed out, but no work was done in the area I knew needed to be jacked. I have not been able to paint in order to prepare to sell, as the weatherboards are not set correctly. Thank you.

  

  Business response

  12/13/2023

  
  Hello this is ******* the project manager for Reliable. I was on site for this install. 
  
  When we were replacing rotten wood ***** on her house, we had to remove 2-3 pieces of siding from the bottom up to reveal the rotten wood. 
  
  The siding was also very damaged and parts were rotten as well. We re installed the siding the best we could. I went over with her that we do not replace the siding if it is rotten beyond ability to take it off and reinstall properly. 
  
  We lifted the center area of her home and stop a certain level because it was cracking the sheet rock walls. ( this is part of the risk and normal accuracy with all foundation jobs) I pointed out the cracks and showed her where we were at for the level marks. She gave us the green like to stop there. 
  
  Her front door would not open either after the lift so we re set it and cut the bottom down to make it fit for her. (This is not something we cover but we did it to help her out. All doors, windows and cabinets have a chance to need to be reset after a foundation lift) 
  
  We are reaching out to her and trying to get an appointment set up for next week. Id be willing to replace the siding if she buys the materials to help this situation. 
  
  As far as if the areas settled then she is under warranty and we will go back and re lift for free. 
  

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see the attached response that follows the business's response.

   
  Regards,
  
  **************************************
  
   

  
  

  

  Business response

  12/28/2023

  Below is the response ******* the Project Manager sent in, I have also attached the proposal that ***** signed which states exclusions which is standard by ANY foundation lifting contractor. Damages due to lifting, repairs outside of what the project was, is excluded and will be an additional cost to the customer through another contractor or if it's something we can repair we can complete a change order for the additional work. Whenever damage is found we inform the customer of damages and reasons for damage. If the damage was negligent then typically we will replace it. In this case the customer had rotting/bad siding. It was explained this siding cannot be reattached due to the condition it was in. Cracking sheetrock and drywall is also an exclusion and is thoroughly explained during all our sales process, installation process that cracking of drywall can happen. I have also highlighted in our warranty paperwork that we never warrant lift or guarantee lift will happen. We will do our best to achieve positive results but we can't guarantee. NO FOUNDATION COMPANY can guarantee lift things can cause it to not lift properly for several reasons. Once again its also stated multiple times on the contract Damage can occur during lift and contractor is not responsible. 

  "Hello this is ******* the project manager for Reliable. I was on site for this install. 
  When we were replacing rotten wood ***** on her house, we had to remove 2-3 pieces of siding from the bottom up to reveal the rotten wood. 
  The siding was also very damaged and parts were rotten as well. We re installed the siding the best we could. I went over with her that we do not replace the siding if it is rotten beyond ability to take it off and reinstall properly. 
  We lifted the center area of her home and stop a certain level because it was cracking the sheet rock walls. ( this is part of the risk and normal accuracy with all foundation jobs) I pointed out the cracks and showed her where we were at for the level marks. She gave us the green like to stop there. 
  Her front door would not open either after the lift so we re set it and cut the bottom down to make it fit for her. (This is not something we cover but we did it to help her out. All doors, windows and cabinets have a chance to need to be reset after a foundation lift) 
  We are reaching out to her and trying to get an appointment set up for next week. Id be willing to replace the siding if she buys the materials to help this situation. 
  As far as if the areas settled then she is under warranty and we will go back and re lift for free. 
  ************. Office "
  
  

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Reliable has made no effort to contact me to resolve this complaint. 
  
  Regards,
  
  **************************************
  
   
  

  

  Business response

  12/28/2023

  Customer has been contacted/reached out to. Meeting has been set for Jan 4th at 3pm. 

  Customer response

  01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have outlined a plan for corrective action, and will present it to the Reliable agent when he/she arrives on Jan 4, as scheduled.
  
  Regards,
  
  **************************************

*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. ↩