ComplaintsforRam Jack New England

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract with ramjack to support my foundation back in January. During their construction, they hit our main water line. We have paid for all of the repairs needed due to that damage (hiring plumbers to fix issues). We reached out to ramjack to have them reimburse us, which they have refused. Ramjack then stated that they would not perform final installation, and they would take that cost off the bill. We, in response, we are refusing to make the final payment since they have not finished the work they stated they would complete in their contract.

  Customer response

  05/31/2024

  I have not heard from the business in response to my complaint. I have been calling them multiple times a week and still nothing.

  

  Business response

  06/05/2024

  RamJack was contracted to perform work on their home. THis work included permitting and dig safe which was completed.  All utilites were marked andpublic works indicated that there existed no water and/or sewer lines in the work area. RamJack had no notice that any water lines nor other plumbing installations would or could be affected by our work, therefore RamJack is not at fault.  With that, when the line was interrupted, as a courtesy, while on-site some line repair was performed in an urgent matter and immediately provided a contact for the homeowner to obtain professional repairs and instruction.  Terms in the contracted agreement also release RamJack from all related damages to plumbing, all buried utilities including but not limited to pipes, drains, pumps or well, irrigation.....RamJack performed the contracted work through completion, and permit was signed by the building department as complete.  A chimney strap was to be placed around the chimney as the last portion of the contract. Due to the excess water in the immediate area, the soils were not in a condition where the strap could be placed safely and needed to be installed at a later date.  As the customer has filed a complaint in regard to the water line, the decision was made to refund the cost of this service, as it appears to be in the best interest of both parties.

  Customer response

  06/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  I was never informed that the chimney straps would be attached. The last I heard from ramjack, after multiple times of trying to contact, was they would not attach the chimney straps. No date has been proposed to come and finish up work. Until that work is completed, I am withholding my final payment.

  Regards,

  **************************;

   

   

  

  Business response

  06/24/2024

  ************************ was not the primary contact during the work, his spouse was the primary contact. The crew did inform the spouse the strap would need to be installed at a later time, but the pile installation was complete and inspections were completed..  As ******************** voiced dissatisfaction, the strap lcosts were removed from the scope as the area was not prepped to safely install.

  Customer response

  06/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  I was the primary contact for the job since I was the one who signed the contract and made the payments. I never said to stop work on the job, I just expressed my dissatisfaction with the handling of the water main break. In addition to chimney straps, crack monitors were never installed. Also, the town of ********* never gave their safety assessment to close out the work. We want this work completed and the safety of the work to be evaluated.

  Regards,

  **************************;

   

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ramjack performed work to repair a leaking crack in my basement in October of 2022. After the work was completed, the crack was still leaking water into the basement. I contacted them, and they came back out to add additional material to fix the crack. After the second round of work was done, the crack continued to leak. I contacted them again, and was told that the work was done to specs, and was referred to another contractor that told me that it would be an additional 1500$ on top of the **** that I paid RamJack, and that the work that RamJack did would need to be removed and replaced. I attempted to contact RamJack for several weeks, and they would not speak with me. Eventually I received an email from an admin account at ********************** stating what they had told me over the phone, that the work was completed properly. I responded with a video of their work clearly still leaking, and they have not responded since.

  Customer response

  07/21/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  07/25/2023

  ******************** did reach out to us in March with concerns related to the crack repair. On April 19, a project manager was sent to assess the area and the crack repair location.  He noted along the wall top to bottom where the repair was installed was dry.  Moisture with a small amount of water was noted along the basement slab (floor) where it meets the same wall.  He offered to add a second layer of materials and coverage to ensure our work was not the issue which was installed on April 27th. His assessment was that the water is coming up from the existing slab to wall interface adjacent to our previous performed repairs and recommended a waterproofing company to address the exterior water drainage issues that are likely the cause.  Easy Dry is a repair that water proofs up to 8 psi of head pressure.  Unfortunately our work is not the issue, it is the slab to wall interface adjacent to the crack that is leaking.  We believe we fulfilled our ability to provide him with the best options/solutions for his concerns.    

  If ******************** would like us to attempt to waterproof the slab to wall interface, which was not part of the original contract or scope of services, we would be more than happy to come reassess the needs under new contract.

  Customer response

  07/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  This is the first mention in any correspondence regarding the slab to wall interface, despite sending video evidence of the patch itself visibly leaking, which can be seen here: *******************************************

  I attempted to contact RamJack many times (daily, for almost three weeks) attempting to get someone from the company to the house to inspect this again. If an inspection had been done after the second patch in a timely manner, it would have been clear to RamJack that their patch work itself has flaws, and that the moisture they are claiming to be from the floor wall joint is in fact run off from this leak. Given that there is a clear defect in their work with evidence and the project manager ***************** told my fiance and I that there was a lifetime warranty on the work, I would expect this kind of flaw to be covered under that warranty. Instead, the response was to refer me to another contractor who also determined the work was done improperly and that it could have been resolved properly by them the first time for half the cost. Given the quality of work performed by RamJack and their lack of quality regarding reasonable communication, this response is still unsatisfactory and I would not engage with RamJack in an additional paid contract to fulfill what should have been done properly via the first engagement.

  
  FAQ
  
  Regards,

  ********

   

   

  

  Business response

  08/14/2023

  This information was sent to ******************** by email at ******************* on 5/31. His foundation has other drainage issues that require attention and have made recommendations to address which he was provided a second scope of work, which he declined. The crack repair was installed per manufacturers specifications and RamJack returned to reinforce the area. Ramjack has met the contract scope of services.

  Customer response

  08/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  RamJack still has not addressed the fact that I have provided video of their patch work actively leaking, which is a clear defect. Additionally, it has not been addressed that I was given a verbal lifetime warranty on the work which should require a fix to the clearly leaking patch without a second scope of work. Verbal contracts in ************ are legally binding, and this offer was the sole reason we signed with RamJack. This company has failed on their end of the deal and the second scope of work when their first failed given their warranty seems more like a scam than a resolution to the problem. Furthermore, I have no desire to engage with or give any more money to a company that refused to address my direct complaints for months and only responded when contacted by the BBB and Consumer Affairs. I simply want a refund for the work that was done, because it has clearly failed with video evidence of the failure being provided, as well as a general failure to reasonably communicate outside of the grounds of a formal complaint.
  
  FAQ
  
  Regards,

  ********

   

   

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