ComplaintsforCrackWizard

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with several cracks in my basement floor where the tile was separating, there were cracks in the basement where the drywall ceiling and wall came together, there was separation on the sliding glass door near the bottom left corner and the door wasn't closing without a push from the back, there is separation on the 2 piece bathtub where the top and bottom come together. The 1st floor has several walls with drywall cracks and seeing same on the 2nd floor. Crack Wizard was contracted to what I was told to stabilize the situation so once the cracks were repaired I wouldn't see an issue/issues going forward. They did the work in I believe either late November or early December of last year. They came to the house and did the poly-foam insertion on the back left side of the house, the back side to the right of the sliding glass door and I think they did the inside wall in the bedroom. They came back this spring and I was told that the separation in the bathroom tub couldn't be fixed and the best solution was to caulk the gap. I did that and later this year all of the cracks that Crack Wizard "stabilized" were worse now then after they did the work. I called Crack Wizard to come out and see why there "stabilization" didn't work. At that point the owner who did the work previously started to mention that the problem was that the basement cement floor was floating and that the work done previously wasn't the issue. I spent approximetely $5,400 with this company to resolve my issue which they did not.

  

  Business response

  10/25/2022

  It is important to distinguish the difference between your foundation walls, footing and the basement floor.
  Cracks in basement floor tiles and basement ceiling were never addressed with us. He mentioned that the sliding door was difficult to close before we did any work – customer stated the door was exactly as we left it last year. Yes, this is what it means to stabilize.
  Addressing your bathtub, this is a tub that is sitting on your basement floor slab completely independent of your foundation walls.  We were called back in May to give an estimate to repair this, at which time no complaints were brought up about the previous stabilization repairs that were made.  Customer was told to apply caulk to the gap in the bathtub to monitor if the tub is moving and if a repair is actually needed.  We did not give a bid at that time because we were monitoring the situation to avoid un-needed costs.
  Addressing drywall cracks on the first and second floor.  We have never been on second floor at this home to see drywall cracks.  This issue was not brought to our attention.  As for drywall cracks, customer stated that there were no cracks on the first or second floor in our May visit.  At our follow up visit in October this was not an issue for the customer, nor was it brought to our attention in any of our visits. Regardless, the work that we did would not affect these cracks.  It is important to note that the drywall cracks in the customer’s complaint, are in the finished portion of the basement on the opposite side from where our repair was made.  When this was explained to the customer, he said he did not want to get into semantics and abruptly started cussing at ****** to get the **** out of his home. In the customers complaint he acknowledges he was informed the issue was due to the settlement of his floating slab floor.  Our work clearly states we stabilized the footing and foundation walls.
  We would like to note that the cost and time frame does not completely match with our company.  He is confusing us with the company he paid to polyjack his driveway. We know this because when we reached out to him in October after reading an erroneous comment on Facebook referral that he commented on, he stated “I paid $5400 for my driveway to be polyjacked and it has already went to ****”. Our project was only $5000 and we had nothing to do with the driveway.  When we reached out to him, he didn’t even remember the name of our Company.
  In conclusion… we are more than happy to honor our warranty.  However the issues that he is referring to has nothing to do with the project that we successfully completed for *** ********.   

  Customer response

  10/26/2022

  Complaint: ********
  
  I am rejecting this response because: Crack Wizard mentions not knowing of cracks on the second floor that were to be addressed by their poly foam insertion. That was pointed out to Crack Wizard upon initial inspection. The cracks on the first floor were also pointed  out to Crack Wizard.  The gap on the sliding glass door was also to be addressed by the Crack Wizard. They made a very slight difference upon completions of their work. The cracks in the basement which were pointed out to them, they are worse now then after they did the job. The sliding glass door barely closes. I have to push on the bottom corner to get it to close I asked the Crack Wizard to come out last fall  I believe and take a look at the the bathroom tub as I had forgotten to let them now upon initial inspection. They came back this spring and said that they couldn't repair the issue. I was told to caulk the crack which I did. The owner  has mentioned several times that I had libeled him because I had posted negative reviews of his work. This was done over the phone and in person. The owner mentions that my driveway was poly-jacked and that I wasn't happy with the results. My driveway was never mud-jacked and or poly-jacked. It was fully replaced by Wreckcon and the gentlemen who did the work is on FaceBook. His name is ****** *****. This was done approximately two ago. This is an example of him not being truthful in his reply. The owner didn't take ANY responsibility for the work that they did and the extremely poor results seen this fall. He tried to blame the poor results on the basement floor at which time I asked him to leave. 

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

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