Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to do foundation repair, basement waterproofing, and garage floor lifting and repair. The project took place from January 26th 2023 through February 3rd 2023. The company did not pull permits for the job. The electrical outlet installed for the sump pump is not up to code. The i-beams that they placed in my basement to support the walls, are not secured correctly or safely. They did not lift my basement floor. They installed piers around my garage, they did not have those inspected by the city to ensure they are safe, and up to code. They excavated around my garage in order to install the piers, they did not back. ***** those holes and I now have craters all around my garage. They damaged my sewer line broke it, they repaired it but did not get it inspected. The estimate that I signed in November of 2022, outlines what they are to do and that has not been done. They did not have a structural engineer. Look at my home. The warranty that that I signed in November of 2022 has been changed several times with my signature cut and pasted from November to the new warranty dated after January of 2023. I did not sign that document nor was I aware it had been changed. I have asked the company to fix all of the issues, they refuse to get a safety inspection on the piers. My first meeting, they agreed in person to fix everything as well as in an email. Then they came back and said they would not. I paid $40,000 for this project. There are other things as well. Just too much to put here.

  

  Business response

  10/05/2023

  Thank you very much for taking the time to share your experience with us, and for bringing your concerns to our attention through the Better Business Bureau. We regret to hear that your experience with our foundation repair, basement waterproofing, and garage floor lifting and repair services did not meet your expectations. Your feedback is invaluable, and we are committed to addressing each of your concerns promptly and comprehensively.
  
  To address your specific points:
  
  Permits and Regulations Compliance: We ensure you that we did pull the necessary permits for the job. Nonetheless, we acknowledge the discrepancy in the installation, especially regarding the electrical outlet for the sump pump and the securement of the i-beams. Although the initial subcontractor did not meet our standard of work, we have engaged another electrician to rectify these issues. Ensuring that all installations are up to code is imperative to us.
  
  Project Scope Clarification: Concerning the lifting of your basement floor, we would like to clarify that this was not within the scope of work as per our agreement. We are more than willing to review our contract together to ensure clarity and understanding on all aspects of the project.
  
  Inspections and Engineer Reviews: While in-person engineer reviews might not be a mandatory requirement by the city, we acknowledge the importance of ensuring all work is structurally sound and safe. We are are dedicated to adhering to all safety and professional guidelines.
  
  Garage Piers and Excavation: Your concerns regarding the piers and excavation around your garage are taken very seriously. Safety and the stability of all structures are paramount, and we  work diligently to ensure all is secured and meets city and professional standards.
  
  Communication and Warranty Details: We apologize for any concerns or discrepancies regarding communication and the warranty documentation. We will investigate this matter thoroughly and work towards ensuring such an incident from document downloads in our software system does not occur in the future.
  
  We understand that our initial attempts to resolve the aforementioned issues have not been satisfactory, and for that, we sincerely apologize. Your experience thus far does not reflect the high standard of quality and customer satisfaction we strive to uphold.
  
  As you know, we are in communication to resolve any further concerns you may have. We are committed to not only rectifying the current situation but also to regaining your trust and confidence in our services.

  Customer response

  01/11/2024

  I believe my last reply is still probably an accurate assessment of what had left to be done to my garage. They offered a $5,000 settlement for the garage floor. Despite the fact that they got an estimate from a local company that it would cost approximately $7,000 to repair. I did not accept the settlement. In my original estimate. That is not correct. That is one of the things I had asked to be taken care of. In fact, I got three different estimates by three different companies originally, and all of them were for also fixing the floor in the garage. I have since hired someone else to fix this floor. Currently my garage walls have cracked again. Smart foundation systems has been out and patched these areas several times. According to the warranty once they have placed the Piers, there is not supposed to be any more movement of the structure. The structure continues to move. I have advised them of this, they will be sending someone out on the 17th of this month to look at it. I informed him I did not want the corners patched again. I wanted to find out the cause and I want the cause fixed. They are coming to assess the cracks in the  garage walls. This is covered by the warranty. They refused to fix the garage floor despite it being in the contract  and telling me they would. I was told by my attorney to make sure to know to mitigate the damages. They did not have a valid license at the time of my job. Nor did they submit all the required documents to the city. They did not get an inspection on the job. Their business address is still listed in Raytown Missouri when I know for a fact they have relocated to the northern part of Kansas City. See attachments. 

  

  Business response

  01/23/2024

  Dear BBB Representative,
  We are actively engaged in resolving the issue with the customer. Initial investigations suggest that the concern may not be directly related to our work. However, we are committed to reaching a satisfactory resolution and ensuring our customer's satisfaction.

  Best regards,

  Smart Foundation Systems

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a concrete patio poured in April, I have been trying since May to get a workmanship issue resolved with this company. They are unwilling to stand by there work and unwilling to fix the issue. I have spoken with several different employees and keep getting the run around with this company.

  

  Business response

  08/24/2022

  
  The customer contracted with our company to pour a new patio behind their home. We poured the patio per the scope of work and the contract. There were some ridges around the edges of the concrete from the finishing process. The customer wanted them to be ground down so there would be no lip on the concrete.
  
  We were extremely backlogged with our crews at the time but were able to return to the customer's home (on 7/26) and resolved their concerns by grinding down the concrete lips. To our knowledge the customer is satisfied with the resolution provided.
  
  Let me know if you have any further questions.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were bid a concrete job on 4/28/22. We paid a deposit of $3500 on 5/3/22 and the work was scheduled for 6/6/22. Called on 6/1 to verify the job on 6/6 and were told it was as scheduled. No call no show on 6/6. Call made to company on 6/8 and were told someone would get back to you on the next date they could start. 2 weeks went by and we never received a date for the job to start. A guy showed up to our home 6/16 stating he was a foreman and was inspecting the job. The next day we were told he was not an employee any longer. Another call to the company on 6/17 and requested management contact us. No call back. A ****** review was posted on 6/18 stating the facts of the situation. On 6/20 @ 9am a call was received from an employee stating they wanted to discuss the ****** review. She also said they were unable to complete the job as promised and my deposit would be returned ONLY IF I took down my negative review AND sign a non-disclosure agreement. I stated I would not sign anything as they canceled the work and I hold no responsibility to the failure to meet the contract. She then stated she would not be able give my money back unless I signed the agreement. This is EXTORTION and BLACKMAIL. I have yet to be contacted by upper management as requested and have not received my $3500 back as promised in the statement made by the owner ***** ***** on my ****** review.

  

  Business response

  07/18/2022

  The original customer was **** ******. We worked with and spoke with ***** ****** over the phone and, from what I understand, resolved her concerns. We were not able to start her project within the timeframe ***** desired so we refunded her deposit. Attached is the settlement agreement we both signed indicating that we would refund her the deposit and both move on. We refunded her deposit. The refund check was sent and the check was cashed. 

  Customer response

  07/28/2022

  [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 ********, and find that this resolution is satisfactory to me.
  
  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. ↩