ComplaintsforSoutheast Foundation & Crawl Space Repair

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They misdiagnosed the foundation problem twice, upcharged mid-job (from $4k to $8k) and still messed up the job. During the process of installing their beams underneath the house, they shifted the entire house and caused damage in excess of $20k. I now have split ceiling, countertops pulled away from the wall, uneven floors, and broken bathroom tiles. In the middle of the job they asked me to sign a liability waiver so that they wouldn't be responsible for any damage and I refused - they stopped work at that point. They later admitted they were wrong and offered to tweak their work but refused to fix the damage they caused. Not having any trust left for them, I requested their insurance information to file a claim. They said they would provide that information but then ghosted me and stopped responding to emails or phone calls. I'm not sure they have insurance at this point. Not only was it a waste of $8k, but they caused damage far in excess. This transaction happened in February 2023.

  

  Business response

  08/29/2023

  The house at issue was sinking because it was not properly supported. The homeowner contracted with SEFCR to stabilize the foundation and possibly attempt to lift the sagging portions of the house.

   

  SEFCR installed a SmartJack system whereby footings were installed upon which SmartJacks were installed upon which steel support girders were installed. Then, the SmartJacks were pressurized per manufacturer instructions to stabilize and possibly lift the structure.

   

  The support system was installed per the contract requirements, engineering specifications, the ******************** Building Code and pursuant to manufacturer instructions as evidenced by the attached Floor Support Analysis-Letter of Completion signed and stamped by *********************, ************** Professional Engineer Seal number ****** of FDN Engineering, LLC.

   

  Damage to walls, ceilings, door frames, windows, cabinets, etc. all occur when a house settles, because the foundation has sunk.  Additional damages are a well known risk with any stabilizing and lift operation. The reason the homeowner sought SEFCRs services in the first place is because his house was settling, causing the center of the house to actually sag. It stands to reason that there would be extensive damages inside the home due to the settling. And, any attempt to lift the house to eliminate the sagging could cause more damage. The goal of the Floor Support System is to stabilize the house to keep it from settling further, thereby keeping it from sagging further.

   

  The damage inside the house shown by the pictures was caused by the settling of the house. SEFCR did not cause those damages.

   

  Even if some damage occurred due to the work completed by SEFCR, the homeowner was advised of the risk of damage in the contract itself.  Page 6 of the contract (attached) clearly states that damages may occur and SEFCR is not responsible for those damages.

   

  The reality is that this home had a serious settling problem. The work completed by ***** has stabilized the house and it will not settle further. But, the damages to the house existed prior to the work done by ***** and were because of the settling and related sagging of the house.

   

  Please let me know if I can provide any further information.

  Customer response

  08/29/2023

   
  Complaint: 20248349
  
  I am rejecting this response because:

  1. The assertion that the damage was present prior to Southeast Foundation's work is false.  The pictures provided are from damage that occurred as a result of Southeast Foundations poor foundation jacking job creating an uneven house.  The rolling, uneven floors, tilted and broken countertops, and puckered and cracked walls are all new and occurred after Southeast Foundation's work.

  2. Southeast Foundation's assertion that the damage was caused by settling and not by them is analogous to at tree removal services that mistakenly causes a tree being removed to fall on a house, damaging it, and then claims that the damage is the tree's fault and not theirs. It most certainly is their fault. They're "professionals" that were paid to do a professional job and stop settling damage, not cause more.

  3. If I could go back in time and NOT have Southeast Foundation do this job, I would immediately.  The minor settling damage from before is FAR exceeded by the damage that Southeast Foundation did when they made the house unlevel.

  4. No Southeast Foundation rep informed me that their work would cause even more damage than was present before they begun work or I would not have proceeded.  When Southeast Foundation asked me to sign a liability waiver mid job, I did not.

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

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southeastern Foundation Repair encapsulated our craw space. We had a technician come out to perform annual maintenance that came with the encapsulation on 8/4/22. My husband told the technician that he was concerned about the following things:1) The previous year, we were told that the company would come and replace the access door that is falling apart. This was never done.2) missing bolts/screws and stripped screws barely holding another access door in place 3) Loose plastic/insulation on several walls 4) One of the access doors is not sealed correctly. 5) filter in the dehumidifier needs to be changed more that once a year. 6) The outlet for the A/C unit and Dehumidifier need to be checked. They are too low and get clogged from dirt and debris. The technician, ***************** indicated that he saw all of the concerns my husband pointed out. When I said that my husband was surprised (at the "shotty" work) ************ replied he was too. ************ said that his supervisor would need to come out and look before he could make repairs. He said he would be back in touch. For the past 2 months, my husband and I have been contacting Southeastern to get someone to come make the repairs/address the issues with no luck. We both talked with the general manager, ************************* on separate occasions. He assured both of us that he would look into this and take care of it. 3 weeks have passed and he hasn't followed through. We are done trying to work with this place and need the issues resolved ASAP

  Customer response

  10/18/2022

  We have heard nothing from the business. I have tried to come to a resolution with this company foe the past 3 months and can not get anyone to address the concerns. I am at a loss as to what to do.

  

  Business response

  01/06/2023

  We have corrected all issues at *************************' home. We have had no further complaints on this job and consider it a fulfilled closed contract.

  

  Business response

  01/06/2023

  We have corrected all issues at *************************' home. We have had no further complaints on this job and consider it a fulfilled closed contract.

  Customer response

  01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Several trucks first showed up to "fix" the problems. The workers indicated to my husband that they did not know what they were supposed to do. My husband told them what he had told to *****************. Half of the trucks left and 3 or 4 guys stayed and went under the house. They spent only a couple of hours at the house. They still have not replaced the crawlspace door as my husband has spoken with *** about for over a year. My husband and I went under the house to look at other home fixes to find out no one had addressed issues found under half of the house. He called *** to report this and sent many photos. *** is sending another crew out again to "fix" the issues.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/30/12 my husband and I refinanced our home to have our foundation fixed with Southeast Foundation in ******* **. In March of ******************************************************************************** the drywall and severe separation of bricks on the backside of the home. We called Southeast Foundation and they came out on April 7th 2022 and "jacked it back up". A few months later we notice it was falling again. We called Southeastern Foundation on August 17th 2022 and asked them to come back out because it was worse than before April 7th when they came out to fix the problem. On August 30th 2022, *********** manager ***************** and ****************** a Field Production Lead came to look and access the damages. They went under the home took several photos of damages inside and outside the home. They told me they were gonna go back to the office and discuss with the general manager how they were gonna move forward to fix these problems. ***************** told my husband and I that she would have a solution in 48 hrs and would be in contact with us. We never heard back from her or anyone from Southeast Foundation. We have called on September 6th,7th,12th,13th. On Wednesday Sept. 14th I went to my mortgage lender The Local Gov. ******* ************ and spoke with ***********************, he handles our mortgage and he saw the photos and advised me to contact the BBB and the ************************ which is my next task. Also on Sept 16th I called Southeast Foundation asking when are they coming to fix my home the customer service manager ***************************** told me the General Manager was gonna call me, i have not heard from anyone. We need help resolving this matter ASAP. My home is becoming unsafe to live in, everyday it is getting worse. We are in dire need of some help, we feel like our home we have been in since 2006 is totally destroyed due to the failed equipment from this company and the lack of concern from them. Several photos that will be attached. Thank you ***********************

  Customer response

  09/28/2022

  ***Document Attached***
  We have increased damaged since 9/20/22
  Photos will be sent
  See Attachment/File: 20220928_123758.jpg

  Customer response

  09/29/2022

  As of September 29th 2022. No one has contacted my husband or I about the situation with our home. We are still waiting for a resolution.

  Customer response

  10/04/2022

  ***Document Attached***
  OCTOBER 4TH 2020 THE FOUNDATION IS GETTING WORSE.
  See Attachment/File: 20221004_110456.jpg

  

  Business response

  01/06/2023

  ****************** job was contracted and completed by the previous owner, we have no information nor are we liable for a job installed over 10 years ago by the previous owner. ****************** bought the assets of the company, not the liabilities on December 4, 2020.

  

  Business response

  01/06/2023

  ****************** job was contracted and completed by the previous owner, we have no information nor are we liable for a job installed over 10 years ago by the previous owner. ****************** bought the assets of the company, not the liabilities on December 4, 2020.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction.....5/19/202 I thought I had a foundation wall at my house that had settled a little, so I called Southeast Foundation and Crawl Space Repair. A salesman came out and we did a transaction with an up front payment of $1,410.00. A crew from the company came and installed some equipment under the house, after the ******* came inside to see where the possible settling was. Days afterward, I didn't see anything that had changed, so I talked to the company and was told that someone would come by, He couldn't come, so another man called and said that he would come and bring a crew with him. He didn't come, so the company engineer called me and said he would come. He came and asked me did anyone bring the laser in and set it up, and I told him no. He said they were having problems with training and that the salesman SHOULD HAVE set up the laser, which was the FIRST MISTAKE. I told him that the ******* DIDN'T bring it in before doing the install either and he said, that WAS the SECOND MISTAKE. He went to his vehicle and came back with the laser, set it up and showed me that there IS NO SETTLING. So, because two people with the company didn't do what they were trained to do, I spent $4,700.00 for nothing. He, ********************, told me that he would address that with the company and get back to me the next day. That was July 20 or 21 and I didn't hear from him or anyone else with the company, so a week later, on July 27 of this year, I sent the company a letter. In all of this time, over a month, I HAVEN'T heard from anyone with Southeast Foundation and Crawl Space Repair. Not a phone call or letter, just been totally ignored, so now I want nothing to do with this company. Meanwhile, the equipment is just sitting under my house doing nothing, so now, I want them to come get it and give me my $4,700.00 that I spent, because of the MISTAKES made by two different company employees. There's another MISTAKE that they made which will come up later.

  Customer response

  09/26/2022

  No, I haven't heard from these people and to be honest, I don't expect to hear from them. Every review that I read about them said the same thing, NO RESPONSE, because that's what they do, DUCK YOU. BBB has asked for a response twice and they're on their last day, but still haven't responded. They're DUCKING BBB right now, It's what they do.

  Customer response

  12/14/2022

  The lady who called me that day said the person I talked to is *************************** and I've also enclosed a copy of their website. At the bottom it reads "All foundation issues will be inspected by a licensed engineer before repairs are started." That was their THIRD mistake, and they still didn't want to work with me, so now I just want him to send a crew to get the jacks and return my money like he said he'd do. An Engineer is not needed for them to do that, since they didn't send one before doing anything, as they were supposed to have done. By the way, ******************** who I thought was an Engineer was not according to ********************, just the production manager.
  See Attachment/File: More Consumer Info

  

  Business response

  01/06/2023

  This is a case of miscommunication. We submit a hand drawing as well as a computerized drawing on every house that we are performing work on. We use a third party Engineering Firm to review our work and this job passed the engineers specifications with no issues. A copy of the Engineers report can be sent to **************** provided his contract is paid in full.

  

  Business response

  01/06/2023

  This is a case of miscommunication. We submit a hand drawing as well as a computerized drawing on every house that we are performing work on. We use a third party Engineering Firm to review our work and this job passed the engineers specifications with no issues. A copy of the Engineers report can be sent to **************** provided his contract is paid in full.

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The day ******************** and I talked, he told me that he would send an engineer to check things and that if that engineer said it was ok to remove the jacks, he would send a crew to do that and refund my money. An engineer was supposed to come and determine the load before the jacks were put under my house, as it says on their website. No engineer has been to my house ever and they're in violation , not only of company policy. They ignored me, ignored BBB for all these months and I wouldn't trust them as far as I could throw any of them. If you've done what you were supposed to do, you could respond right away, but look how long it took and what you had to do to get a response. Now they want to send a report, a report is not an engineer/person. Just because it was approved doesn't mean it was done right and it wasn't, because they didn't send an engineer to go under my house to determine anything before hand like they were supposed to do.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial issue: large step crack from doorframe to the ceiling in the Mbed; door would not close. Floor on lower level under wall was sagging 6/10/21: 1st consult. Person A told me crawl space was fine; no mention of moisture issues. Quoted 6 helical piers for $7370 on 6/15 to "permanently stabilize foundation"6/28: I asked if a structural engineer would survey the property; I had been advised by an SE that an SE should come out for this type of repair. Was told "Some SE get their head swollen and think we're not capable of doing their job because we're not actually SE. The only thing we're missing is the stamp they use"8/25: installation. Work not only did not fix issues hired to fix, it caused multiple add'l problems -- multiple doors would no longer open/close and stress cracks on the interior where piers are. Interior walls separated from ceiling 10/5: Person A came back to "inspect". Recommended putting jacks on problem wall. given a quote for $4518 to ultimately fix what they were supposed to fix initially 10/11: Spoke to new Person B and Sales Manager 9: Informed they would be comp'ing the jacks 11/24: Came to install jacks, didn't know where they were supposed to go 1/12/22: ************** came to move and adjust jacks. ***** continued to sink 2/9: came to put concrete pads under jacks 4/7: informed by A/C tech that **** install pinched my wire, causing my **************** to blow 4/9: new inspection of old and new issues 4/18: installed 2 more piers at no cost 6/14: still seeing sagging floor. was given $22K quote for add'l jacks 6/23: got a 2nd opinion. told my issue all along was moisture in crawlspace; told an SE would've seen and addressed this BEFORE ANY WORK WAS DONE 6/28: Person B agreed moisture was the problem. Told it was approved they would comp an encapsulation, sump pump, and dehumidifer install 6/29: sched encaps for 8/19 8/18: told there was no record of this promise 8/24: told the only work they would stand by was initial 6 helical piers

  

  Business response

  01/06/2023

  This contract was fulfilled and completed as written. We have also given **************** well over $25,000 in additional work at no charge. We consider this job to be completed. As stated we went above and beyond what the original contract stated.

  

  Business response

  01/06/2023

  This contract was fulfilled and completed as written. We have also given **************** well over $25,000 in additional work at no charge. We consider this job to be completed. As stated we went above and beyond what the original contract stated.

  Customer response

  01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this time I'm just looking for a refund, as there is no "repair" that can be done. Since filing the complaint, I hired a geotechnical engineer who has done soil testing. Per the report and speaking with an actual structural engineer that reviewed the report, I have plastic soils that shrink and expand, which was the reason I had any cracking in the first place. There was no foundation/soil indication that the piers or the jacks were warranted and, in fact, the piers have CAUSED damage. I can provide this report. Additionally, I was told Southeast would not warranty the work completed "for free", so ultimately it is as though they did not do the work if there's no warranty. So now I have a lot of equipment installed that I never needed and that I can't remove because they will cause even more damage after the fact since they've already been installed.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $10,278.32 for an encapsulation system from Southeast Foundation & Craw Space Repair on June 10, 2020. It came with a 25 yr warranty. I had the system checked by them in July 2021 as required by contract to keep the warranty. I noticed on April 1 2022 that there was some water under my house and I called them. I called all the numbers on their Facebook, on their website and on our contract. A recording kept saying all the numbers were disconnected. I went on their website and used their free estimate button and put my husband's phone number in and they called him because they thought we were customers who needed a new job done. My husband explained that no one was answering our phone calls and the office lady gave us another number and said that this was the right number to use and she didn't know why they weren't answering us on the other numbers. As soon as she gave him the number, I called the number on my phone and I got the number disconnected no longer in service message. The next day we called it using my daughter's phone number. They answered. They did not know it was us. My husband asked her why we couldn't get through. She said hold on and then hung up on him. I used my work phone then and called their Facebook number and got someone named Josh on the phone and asked him why I kept getting phone number disconnected when I called on my phone? He said that he didn't know why and would have the office call us for an appointment to come and check out what was happening under our house. They did not call us back. The next day my husband called. He also got the "number disconnected" voice on the phone. I guess they blocked his number too now. They answered my daughter's phone and when they realized it was us, they said hold on and then hung up on us. Why are they blocking us? All we did was call to make an appointment. They are not standing behind their warranty promise. We've been polite and courteous to them the whole time. We just want it fixed.

  

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/13) */ Our phone system currently comes through an admin in Knoxville TN. During times of extreme weather in that area our phone system is subject to erratic service. Our Service Manager has since been in contact and scheduled a Tech to visit on 4/13/22. We look forward to helping with whatever the concerns may be.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job not completed. Technicians have visited on various occasions only to complain about the workmanship of the previous technicians Each one promising that they would make it right. Austin, Dwayne and Alex all come on different occasions and agreed the job not done properly to correct sagging floor, resulting only in cracked tiles and grout. Dwayne the project manager came after many delays and personal problems, company changes. We had home inspection done which found problems. Per city permits department , final inspection to verify that job is up to code has not been completed.

  

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/04) */ The work proposed was installed, approved by a licensed Engineer, and received final approval by the Building Inspector for the city of Fayetteville department of Development Services dated 12/13/2021. The area referenced in the complaint was not part of the scope-of-work in the original proposal and we have an appointment to re-visit the home to determine what is needed to satisfy the concern. We look forward to helping with the current issue. Copies of approval and certificate of compliance are available upon request.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Spring of 2021 we hired them to fix sagging in our floors. We signed a contract for them to permanently stabilize our floors and paid just under $5k for the work. A few months later we noticed dipping in the floors in new areas- we called them back out and on 8/9/21 learned they previously missed over $15k worth of major structural rot, and screwed the repair we paid for into a completely rotten main girder - without bringing any of the addt'l issues to our attention. Their worker who inspected acknowledged it was done negligently. They claimed they would make it right by offering a discount on the structural work they previously missed...I spoke to a manager who they provided a new quote of $11k for the structural work stating "repair main ************* as needed" but they will not provide a detailed scope of work and have now stopped returning my calls. The work I have already paid them for has to be completely redone due to their negligently not telling us about the rot.

  

  Business response

  09/30/2021

  Contact Name and Title: ***************************
  Contact Phone: **********
  Contact Email: **************************
  I understand that we installed a job for you on April 15, 2021 based off of a quote that was prepared by one of our design specialists on March 12, 2021. The initial appointment for our design specialist to come out was scheduled for December 18, 2020 where we addressed your concerns of settlement issues. The design specialist noted at the time of inspection in *************************************************************************************************************** the crawlspace area but that at the time the homeowner was not prepared for such a large project. When our project manager revisited the property on August 5, 2021. He spoke to the homeowner where he addressed the amount of moisture that was still underneath the home. The homeowner stated that he was already aware of such issues, but at that time of the first proposal the homeowner was not prepared for the amount of work. The project manager inspected the previous work that was completed and determined that the work was done correctly. During the same inspection, it was noted that more wood work would need to be addressed and that if the moisture was not remedied then more wood rot would occur without a crawl space encapsulation.
  

  Customer response

  10/04/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi ****** -
  Just to clarify the facts: The first design (December 2020) specialist suggested encapsulation in the future, but did NOT indicate it was an immediate threat OR indicate there was any additional substantial rot undisclosed to us. We specifically expressed we planned to do this in a few years once we had saved up the funds and he advised that would not be an issue.
  
  The initial crew who made repairs did not speak English well and the work was never inspected by anyone else in the company until my complaint in early August 2021. When your project manager revisited our home in August 2021, he opened admitted it was a problem how our crawlspace was left by the first crew, and that they would be in "hot water" for not disclosing the additional issues. He admitted the company was in the wrong because it was clear as day. He also openly acknowledged the initial repairs were SCREWED INTO A ROTTEN MAIN GIRDER (and therefore will have to be redone when the girder is replaced). All of this was captured on CCTV Audio/Video Recording via our security system. In your reply above you indicated he told you the initial work was "done correctly", but how is that possible if the supports are attached to a completely rotten piece of wood (which we did not know about, because your company did not disclose this)? We had a second company inspect under our home and they verified the initial work will all have to be redone when the other repairs are made; they also informed us there is no way this amount of rot occurred in less than 12 months.
  
  I know you know all of this, because you and I personally discussed it on 9/1/2021. Following that discussion, your office sent a quote that did not include many of the items we had discussed (noted 10mil underlayment instead of the 20mil, etc); they advised the quote 'can't' show the "free" items because it would affect the price, so I asked for a summary of the full scope of work to be put in writing for my review along with details of where the wood repairs would take place. I asked for this for WEEKS while being given the run-around (I also left messages specifically requesting you call me to discuss the issue further) before I finally stopped receiving any response, and I finally filed this complaint on 9/22/21.
  
  I was initially open to allowing SE Foundation to complete the remaining wood repair work and encapsulation, but this has been a nightmare and the received response does not adequately address my complaint.
  

  

  Business response

  10/11/2021

  Dear *********************,
  I am deeply sorry for the issues that you have had to deal with involving your settlement issues with your home. We are more than willing to work with you in anyway possible to correct the damage that the moisture is causing in your crawlspace to your woodwork.

  Customer response

  10/12/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While the sentiment of your response is nice, I attempted to work it out with your company already!!
  
  I was actively working with SouthEastern Foundation after the issues we brought to the company's attention in early August 2021, but your staff provided a quote for an ADDITIONAL $11,000+, but refused to provide a clear scope of work and eventually stopped returning my calls at all! You state you are willing to work to resolve these issues, but actions speak louder than words.
  
  I only resorted to contacting the BBB after several weeks of requests for additional information on the proposed work with no response.
  
  Please clarify how your company intends to resolve these issues if no one from your company will provide a clear scope of work or return my calls?

  Customer response

  11/28/2022

  UPDATE: Almost a YEAR after my initial complaint, *************************** contacted me in October 2022 stating that the company was under new management and he wanted to help close my open complaint. I advised the problems still had not been fixed and that only temporary repairs had been made thus-far; I agreed to let them take a look again to see what they could do to resolve my dissatisfaction with SE *********************************************** Space Repair. He scheduled for two more employees to come assess the issues and go through the old complaint. The first gentleman came in late October and he briefly assessed the crawlspace and we talked through the full issues previously stated in my complaint - he expressed empathy and said he was appalled and promised he would do everything in his favor to ensure the company "made it right" and he even noted he thought either a partial refund or a discount on future work would be fair and I agreed. About a week later on 11/10/22 another gentleman (*************) was scheduled to come out for a more detailed assessment - he spent about 3 hours under the house doing a full assessment and then about 45 minutes explaining everything to me- he said we could expect a quote in about a week. Over 2 weeks passed and I hadn't heard anything so I reached back out - Mr. ******* advised that someone from his office should have already contacted me because the company decided they would not be doing ANY additional work under my home and that I should call their new production manager, *****, if I wanted to discuss further.
  
  They already wasted my money, and now have wasted additional time. This further aggravates my already poor perception of this company. I had all but forgotten about my open complaint until they re-opened this can of worms, and now they have left it at an unprofessional ending yet again! I have left messages for ***** and ***** to try to get answers.

*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. ↩