ComplaintsforRegional Foundation & Crawl Space Repair

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Regional Foundation & Crawl Space Repair (RF&CSR) to reinforce the concrete around our pool that is less than a year old. While talking with the salesman, he advised it would be a good idea to seal the concrete so it would remain looking like new, so we added this to the scope of work. RF&CSR came out and did the reinforcement and proceeded to power wash the concrete, which they told us was needed before they could seal the concrete. After the power washing began, the workers came and told us they thought they needed a different machine because the one they were using wasn't working. RF&CSR then brought a different kind of power washer out. The workers came to tell us the second power washer wasn't working. There were/are now swirls and lines marring our concrete. RF&CSR then said they were trying to find a professional pressure washer to come out. A contractor that we use referred us to a professional pressure washing company. This company said RF&CSR should never have pressure washed concrete that was less than a year old and that further pressure washing would damage the concrete further. We called the company that originally put in the concrete and they said that the concrete would either need to be completely redone or it might be able to be resurfaced. The concrete company gave us the name of a company that does resurfacing. The resurfacing company came out and gave us an estimate for $8,800, which we forwarded to RF&CSR. RF&CSR said that they would like to send someone else out for a second estimate. This contractor (who we can not find online and was friends with a RF&CSR manager that was there for the estimate) came out and provided RF&CSR with an estimate to stain and seal the concrete for $4,200 and we were offered this as a settlement. We advised RF&CSR that staining the concrete is not acceptable and that we would like the complete $8,800 to resurface the concrete as we were advised to do. RF&CSR advised that they are unwilling to pay $8,800.

  

  Business response

  11/29/2022

  Regional Foundation & Crawl Space Repair did indeed send a concrete repair professional to assess the damages to provide an estimate for the repairs. Their estimate furnished was in the amount of $4,200.00, to which we offered Mr. and Mrs. ******** to apply toward the vendor of their choosing. Mrs. ******** contacted our office and spoke with me on 11/22/22 and advised they would not accept the offer. The estimate provided by the ********* included additional services beyond the repair to the concrete. We are willing to meet the customers in the middle of the two estimates.

  Customer response

  12/03/2022

  
  Complaint: ********
  
  We are rejecting this response because: the estimate that was provided by RF&CSR was by a contractor that we can't even find online, but our estimate is from a concrete specialist that actually specializes in concrete surface repairs like the problem RF&CSR caused.  There was no additional work on the quote we provided.  We want to have someone who specializes in this type of repair and not someone who may or may not know what they are doing.  RF&CSR messed up our brand new pool deck and we don't want a discount repair done on this but an actual competent repair.  Even with this specialist we will have ongoing maintenance on the pool deck that we otherwise would not have had if RF&CSR hadn't damaged our concrete. We are very disappointed that this was not handled better as we have had prior work done by this contractor that we were very happy with (crawl space sealing).  We didn't hesitate to trust them in this project because of our prior experience, but this current experience is radically different and we do not trust the quote from the individual that they had come out to give us a quote.
  
  Sincerely,
  
  ***** *** **** ********

  

  Business response

  12/07/2022

  Regional Foundation & Crawl Space Repair has at no time advised the customer that they were obligated to use the company from which we received the quote for repairs; our offer for the damages was based upon it. We have made the offer toward the expenses for the customer to use a contractor of their choosing. The additional work contained within the quote provided from the customer included costs for maintenance outside the initial repairs. We believe the offer we presented has shown our efforts to remedy the issue; the quote provided to us from the other concrete repair company was for like-kind work in comparison to the quote provided by the customer. 

  Customer response

  05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ complaint has been resolved to the customer's satisfaction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon: I never written about other companies, but I have to do it now because I am so disappointed and completely let down by Regional Waterproofing (crawlspace repair). I met with their design representative, **** *******, and signed a contract. They were suppose to start working on my project on July 5.2022. I called a week prior to the start of the project, and was informed that **** ******* was no longer and employee but they would still be starting my project on July 5th and that my new Regional representative was ***** *****. The morning of July 5th, i had a busy schedule, so I called ***** to make sure they would be starting the project so that I could be there at the right time. He told me that some workers would be arriving between 9:30 and 10 am. I waited for them, and they did arrive. I showed them the entrance to the crawlspace and left them to do the project; however, they did nothing. I mean, nothing was done, absolutely no work was done at all. Later that week, Regional told me that they were canceling our contract and returned only $4971.74 of the $8994.53 deposit that I pre-paid when I signed the contract. Does this sound right to you? I do t agree with this because they did not do anything at all. They said they would do the project, I paid a deposit, now they cancel, and will only return half my deposit. This is not fair at all.

  

  Business response

  07/26/2022

  Thank you for the opportunity to address this matter. Our crew did arrive on the originally scheduled date to begin the project as the customer has stated. The crew could not proceed with the project due to failure on the customer's part, per the attached contract, to have the ductwork moved prior to installation. Because the ductwork had not been removed, it obstructed the crew's access to the project, hindering their ability to perform the work. Due to scheduling circumstances, we were unable to put the customer back on the schedule and decided instead to cancel the project. Initially, we were going to withhold the commission paid from the deposit and refund the balance, due to the customer's failure to uphold their end of the contract. However, in an email sent 7/20/22, we advised the customer that we would instead only withhold the fees for the engineer's report and permitting fee, for which we did relinquish the report to the customer. Even after the revised offer was provided, the customer proceeded to make claims on this site as well as others that left out the additional details and misstated the facts. We are prepared now to issue the refund once the customer removes the inaccurate information from the numerous sites to which the customer has posted, as they do not paint the picture accurately and in its entirety. The contract and the email is attached, redacted to protect privacy.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The agreement was signed and deposit was paid on 9-20-21. Due to wood rot 9 joist at 14’9” and 7 joist at 7’ were to be replaced. 114’ of subfloor, rimband at 14’ and a girder at 12 were also to be replaced. A permit and engineering study was included for $ 1,125.00. An encapsulation of the crawl space was to be performed also for a total of $26,000. They began work on the Monday after Thanksgiving 2021. No permit was pulled and no study was provided until 4 months after the work was performed. The owner of this company came by after I complained about a hump in floor and rotten wood covered up by his installers. Countless calls and messages have gone unanswered. A city inspector looked at their work and said nothing performed was up to code. Had to hire another contractor to do the work correctly. The owner sent his expert carpenter to look at job and said the problem with the hump in the floor was do to the installers of my new flooring and Regionals work was ok. When asked about the rotten wood being covered up by his guys his only reply was he had no excuse. I have pictures and videos and statements from contractors and city inspector can be provided.

  

  Business response

  07/14/2022

  Thank you for bringing this issue to our attention. After reviewing our records, it appears that it was not the Owner that visited initially, but was instead the Production Manager at the time.  Based on the details of the complaint, the best place for us to start would be for our Owner and Operations Manager to visit the site to assess the potential issues. Our appointment center has been instructed to schedule an appointment to meet with the customer for this inspection to take place. We will then be able to provide further details on how we can proceed from there.

  Customer response

  07/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and look forward to this meeting, hopefully a resolution can come from it
  
  Sincerely,
  
  Robert Mosher

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 10, 2022, I signed a contract with Regional to complete some work. This was work was scheduled to occur on May 31st, 2022. On that morning I received a call from them stating that they had not received an engineering report so that project could not start. They said they would keep me informed. They did not. On June 8th and then again on June 13th I called seeking an update. They assured me they would call me back. They never did. I am seeking to cancel the project and have them refund my $2000 deposit.

  

  Business response

  06/28/2022

  We were unable to proceed with the project as originally scheduled due to not having received the required engineering report prior to the project start date. The customer was refunded their deposit in the amount of $2,000.00 on 6/14/22.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted this company in February 2022 to get an estimate on a project to lift and level my floors in the kitchen and dining room. The salesman came out looked at the areas of sagging floors in my kitchen and dining room from both inside the house and underneath. He suggested that we use a jack to correct the problem with the kitchen floor and to jack up the dining room floor and install sister joists. Total of the project was to be $5415.19. I paid an $1100.00 deposit on 2/18/202 and work was scheduled for 4/28. Part of the work began on 4/28/2022 (about an hour of work). On 5/3 the crew returned and worked for about an hour and came to the door expecting payment. The crew leader was shown the interior floors which had not improved at all. No payment was made due to the completely ineffective work that was done. To seek resolution, I tried to reach the salesman, but he was completely unresponsive. After 1 week, I finally got a call from Customer service to ask about my experience. I expressed my concerns to the lady and she promised to get it resolved. The salesman finally did call back (only after my conversation with customer service). He came back to my house and looked at everything. He agreed that the issues were not satisfactorily resolved and stated that he had, unfortunately, had similar complaints recently about their work crews. Remediation work was scheduled for crew to come back. A few days later a fellow came back and beat and banged around under the house for 1 hour. He came inside afterward and looked at the floors. He acknowledged that the problem wasn't fixed and even said "I think they had me install the sister joist in the wrong place." He shrugged his shoulders and left. Once again, the salesman has become unresponsive, even after a coworker of his reminded him that I had concerns and needed to be contacted. My next step will be to contact the county inspector and show him that the permit has not been satisfactorily completed.

  

  Business response

  06/28/2022

  The owner of the company reached out to and spoke with the customer regarding the issues raised. The owner offered the customer a solution that would include installing additional materials at our expense and no additional cost to the customer. The customer then agreed that there were issues with moisture control, as discussed, and ultimately decided not to move forward at the time. The customer then remitted payment for the balance of the project. We have since reached out to the customer to confirm their expectations for moving forward. We look forward to their reply.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband ******* ****** and I ********** had a problem with the back door sticking when trying to open or close the back door. The upstair floors were squeaking in some parts on the 2nd floor. No squeaking on the 1st floor. One bedroom wall had a 6 inch crack at the side of the wall near the door opening. We hired an engineer to evaluate the problem. He evaluated and wrote up a recommendation. After sharing the engineers report with all three company's we contacted. My husband and I secured Regional Foundation & Crawlspace to do the job @ $23,182.23. They had a third party to come out to take pictures, survey the job and measure where the unevenness of the first floor. They were to install ********** supports to support joist system. Regional would install a supplemental support beam. Install clean space encapsulation liner on walls, fasten & chalk. Install a dry ****** dehumidifier. We were told we would get an inspector after the job to insure the work was done properly. Afterwards we found the back door opened and shut with ease. Shortly after we had squeaks on the first floor where there had not been a problem before. We call the supervisor ***** ***** several times before he would come and advised us to wait 3 months and give the floors time to adjust. We mentioned we did not get our final inspection and he stated he would see to it. He made an appointment with us and then on that day he sent a worker and he did show. I called him he finally showed up later. Made some minor adjustment under the house. We showed ***** on the 1st floor where there were 4 places in the house where the wood floors were separating, and the front door was hard too close. We again inquired about final state inspection and he said he would see to it and called the office assistant. The company has failed to fix the problem. In fact is actually worst than when they began. I want the problem completely fixed or a full refund of $23,182. Thank you ******* & ********** ******-******

  

  Business response

  04/14/2022

  Thank you for your notice. We apologize that your experience with Regional Foundation & Crawl Space Repair has not met your expectations thus far. To follow up on our conversation today, we will be scheduling a date and time for the owner, along with a service technician, to visit the property and perform a thorough inspection of the issues you have reported here so we may assess the necessary next steps. Additionally, we have and will continue to track the status of the final inspection report. We look forward to the opportunity to make this right. We will confirm the date of our visit with you once it has been scheduled.

  Customer response

  04/16/2022

  Thank you for the opportunity to respond and add additional comments. I was limited to 2000 words and could not express all the comments during the original complaint. I was contacted by a representative from Regional Foundation. We have established a time on 2:30 pm on Thursday, 4/21 and I expressed I wanted the owner end not ***** *****. I hope and pray that Regional will deliver and restore my home to the intended resolutions stated in the contract.
  To reiterate it not just just meeting the expectations but delivery on agreed work in the contract. I pray Regional Foundation and Crawl Space will deliver on quality work on home as outlined in the contract. I believe the lack to do the job properly with the lack of the completion certificate and inspector to assure the job was completed and done correctly. Regional sent 3 people to do the job and one person only had 1 year experience and 2 rookies with no experience. I think now that they were not qualified to repair the problem. In addition I want to restate the problems. Front door very hard to close as if door is not in alignment. Squeaking floors in varies places on the second floor and on main floor especially in the den area have sounds like "popping noises". Four areas of separation on my beautiful wooded floor where I had just had sanded and retained in August before Regional started the work on Oct 4th. There were no cracking or popping sounds prior.
  Looking forward to Regional's visit this Thursday and a resolution.
  
  Sincerely,
  ******* & ********** ******

  

  Business response

  05/17/2022

  Thank you for the opportunity to resolve the issues set forth. After the owner of the company visited the property to conduct an inspection of the work on 4/21/22, the recommendation is to hire an engineer to perform an inspection and provide their report. Additionally, as of 5/17/22, the City of Durham has passed the final inspection for the project. We are happy to hire an engineer to conduct a follow-up and allow the homeowners to have their concerns addressed. The cost for the engineer will be borne by Regional Foundation & Crawl Space Repair. We will notify the homeowners once a date for the engineer's visit has been scheduled and will await their report for further action. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I find out that the lining they use will actually make your crawlspace and entire house smell like cat piss. I've repeatedly left voicemails and emails with my concerns and the company is clearly aware of their ****py cheap cat pee product and doesn't care. I had another company come out and tell me it's the liner/glue they use, Regional knows this and uses it anyway. The customer won't figure it out till after the work is done and the smell starts seeping into your home and all you can smell is cat pee. They got their money, took advantage of me and use cheap broken products. The dehumidifier they put in has been leaking the entire time and they sent someone out to "fix it" and it's still leaking. I have Photos and a video that show all the water in my crawlspace and it leaking. This company is **** and will use cheap products and take off once they get their money. I've spoken to at least 4 different people there and they all just gave me the run around and won't do anything. I've asked them to remove their products from me crawlspace so I can have a real company do the job right and no one will even respond to me. My electric bill has more then doubled since it was installed in December 2020 and it's because of their products, it cost me close to $15k to install and will not save me money like they promised, it's costing me much more. It also took 6 months to get someone out here in the first place! I can't attach video but can provide.

  

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/19) */ Ms. *****, Thank you for providing us with the opportunity to address your concerns with the project we completed. We appreciate your business and regret to hear of the unfavorable experience you have had. Our customers' satisfaction is our top priority, and we strive to ensure timely responses in every instance. In this particular instance, it appears that all but one of the email addresses that were attempted were unfortunately entered incorrectly, and therefore never reached the intended parties. The email recipient that was successfully reached has advised us of the details of your communications. Regarding the odor to which you have referenced, we assure you that the product used to cover your crawl space floor has not been manufactured to emit odors. Rather, the soil underneath the material is made up of organic matter, which often includes the presence of enzymes such as urea, which can be mistaken for odor similar to urine. These odors may go undetected prior to being covered and tend to be most noticeable during changes in temperatures. Our company's office has this same product installed in our own crawlspace for nearly 20 years now and we have not experienced any issues with odors. We are happy to offer the installation of a soil gas fan, at no cost to you, to assist with funneling this odor out of the crawl space. We understand your concerns. The owner and production manager are happy to meet with you in person to further address these matters and any additional concerns you have. Regional Foundation & Crawl Space Repair is proud of the work we do, and even more proud of the individuals we have employed to perform this work. We perform each job with the highest standards, and without regard to the race, color, religion, or gender of our customers. We assure you that Regional Foundation & Crawl Space repair has not and will not ever attempt to take advantage of or prey on any of our customers; we strive to advocate for our customers by offering solutions that fit their problems, not making their problems fit our solutions. We look forward to continuing working with you to resolve these issues and hope to restore your trust in us. Consumer Response /* (3000, 7, 2021/11/19) */ The smell is not caused by the soil! I had another crawlspace company come out and as soon as I told them about the odor they informed me it was the product's Regional used. The smell instantly began after they installed everything. They also are well aware of it and the fact that the dehumidifier is still leaking and is causing my electric bill to be insane. They repeatedly have ignored all my calls and emails. I do not trust a word they say, they are just going to keep giving me the run around and won't come fix or dispose of their products. I cannot have my house smelling like this and a dehumidifier with all these problems. They need to come take it all away! Business Response /* (4000, 13, 2021/12/05) */ Ms. *****, Thank you for allowing us to re-visit your property on 11/22/21 to reinspect the work that was previously performed. After inspection, we discovered some additional work that can be completed to mitigate the issues you have highlighted. An appointment has been scheduled for the additional work to be performed.

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