ComplaintsforTerraFirma Foundation Systems

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sold a product from ************************ in which I was told I had over 60K worth of issues but that 20K worth of smart jacks is emergent. I then had an inspector come out and tell me that there is nothing structurally wrong with my house and is fine as it is and offered to replace the one beam that is rotted for free. I then had terraFirmas competition come out to check if there is anything structurally wrong with my house, and they said everything is fine with my house.I then tried to contact TerraFirma via phone, and was told that I needed to talk to ****, who has not returned a single phone call, and just forwarded my issues back to the sales representative. Taking advantaged of a disabled veteran such as myself is just plain wrong, just to upscale and convince them something is seriously wrong where there isn't anything wrong to require 20K worth of work.

  

  Business response

  08/02/2024

  ********************,

  We are truly sorry to hear about your experience, as it does not reflect the high standards we hold ourselves to. Your feedback is invaluable and will be used to review and enhance our processes with the involved employee. For twenty years, TerraFirma has proudly served homeowners in the ***************** with integrity and dedication, prioritizing repeat and referral business. It is crucial to us that no customer feels taken advantage of, and instead, we strive for every customer to feel informed, empowered, and part of a transparent process. We regret that we did not meet your expectations. We have already processed a refund for your project and will continue to evaluate your experience to improve our team's training.

  ***************************

  TerraFirma Foundation Systems

  Customer response

  08/05/2024

   
  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. TerraFirma Foundation Systems made the situation right as best as they can, processing a refund.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Intimidation on the workplace sexual-harassment

  

  Business response

  06/24/2024

  We take all allegations of sexual harassment and workplace intimidation extremely seriously. Upon receiving this complaint, we promptly conducted a thorough and impartial investigation in accordance with our company policies and procedures. The investigation included interviews with relevant parties and a review of available evidence.
  
  After careful consideration of all information gathered, the investigation was ultimately inconclusive. While we were unable to substantiate the specific allegations, we want to emphasize that TerraFirma has zero tolerance for sexual harassment or intimidation of any kind. We have comprehensive policies and training programs in place to prevent such behavior and address any concerns raised by employees.
  
  We are committed to maintaining a safe, respectful, and inclusive work environment for all employees. We encourage any employee who experiences or witnesses inappropriate behavior to report it immediately through our established reporting channels.All reports are treated confidentially and investigated thoroughly. TerraFirma remains dedicated to continuous improvement of our workplace policies and practices. We appreciate the opportunity to address this matter and hope this response provides clarity on the steps taken to investigate and respond to the complaint.
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TerraFirma Foundation Systems was hired and contracted to waterproof our basement. On 11/3/20 we signed the contract for a total of $11,593.26 for the work performed. From 12/9/20 to 12/11/20 the work was performed in our basement. As advertised the work is promised to be guaranteed. Leaks in the basement occurred in 02/2022 and maintenance came out to inspect. We were informed by the workers the work prior had flaws and they will be correcting them. On 11/22/23 our annual maintenance was scheduled and performed. We were informed that our system was tested and working. On 12/23 we had more leaking in our basement and called TerraFirma to send out a worker to inspect the cause. On 12/13/23 a worker came out and identified errors in the work and informed us again that the work was tested, and the system is working. 01/24 more water leaking in our basement was observed and a field manager was scheduled to come and inspect our system on 12/28/23. Again, we were informed that with these fixes our system would be checked and tested to ensure our basement would stay waterproofed. 01/19/24 was scheduled for the workers to make those fixes that were discussed. 01/22/24 water was leaking in the basement at the site of the new work amongst other areas. 01/25/24 the field supervisor was scheduled to examine the work performed. It was agreed the work was not performed correctly, areas that were to be worked on didn't, and it was causing more issues. It was also suggested to come back out again to do more work. We have given more than enough attempts to fix the failures. We seek a full refund for the repeatedly failed work on waterproofing our basement. We have given TerraFirma more than reasonable attempts to correct their work and are left with a leaking basement.

  

  Business response

  02/06/2024

  Upon learning of this complaint we reached out directly to the Card family.  We regret their frustration and have agreed to the desired resolution.  We will use their experience as a guide to improve our processes, communication and customer experience.  The Card's have been responsive and patient and we sincerely regret that we missed the **** in providing them with the solution and experience that we strive to provide.   

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  Eben Card

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid about $35,000 for multiple helical piers to be installed. After installation, the front door would hardly open and the middle of the house sank in the dry season. They came back and installed two more piers to fix the front door at no cost to me. They then suggested running a beam across the length of my house, but were concerned about the potential for damaging the new flooring, ********************* in the kitchen. So then, one of their managers came out and, after his re-assessment, said that he was not convinced that a beam would be appropriate, nor would water mitigation solutions and smart jacks. Instead, he wanted to monitor the house for a full year to track foundation changes from the weight to dry reason. While the perimeter of the house hadnt moved, the center of the home had to the extent that many posts and pads were no longer touching during the dry season. After a year of monitoring, which included me tracking this manager down for several appointments, he said he would have a solution for me and call me within two weeks. After 4 weeks, I called TF, and they told me that this manager retired, did not have notes for most of his visits, and that they would not be paying for a solution for the center of my house. The owner told me I had amnesia and that the center of the house was my fault for cutting corners. I also recently found that drainage they broke and fixed during installation is already falling apart. I'd like them to secure the middle of my home. Rather, I'd like them to pay someone else to do it. It was not pleasant working with them and I don't trust them to do the work.

  

  Business response

  11/09/2023

  **************,
  Attached to this communication is a timeline weve previously provided to your attorney and your signed contract.  We realize you are frustrated that the ****************************** declined your complaint (also attached). We take issue with your allegation that we slow played serving your needs as a tactic to delay your ability to file said complaint.  As our records show, weve returned to your home numerous times to inspect the performed work, provide warranty repairs,and offer you multiple bids for additional work that you did not contract.  As you stated in your own review, we were helpful and responsive.
  In November of 2020, you contracted with TerraFirma to stabilize an exterior portion of your foundation (see drawing on signed contract).  That work was permitted, engineered, and then installed in January of 2021.  During installation, we recommended water mitigation, and you elected not to contract to perform that work.  Please review the proposal from January 2021, which we provided upon discovery of the need during installation of the foundation work. 
  Over the course of the past two years, on many visits to your home, weve continued to recommend water mitigation and communicated that the repairs you seek are outside of the warranty related to the performed stabilization contract.  Earlier this year we even agreed to honor the original ********************************************* good faith.
  Since your 2021 installation, weve returned multiple times to check the performed work and provide warranty support.  We continued to monitor any movement with the piers installed and confirm that they have not moved.  We have stood behind the stabilization work you contracted. In essence, you want us to perform work you did not elect to purchase and call it warranty work, and we again reject this effort. 
  We ask that you review the timeline of our communication. Weve offered to provide the full customer file to your attorney in July.  We were ready to communicate via the *** when you filed an intent to complain in August. TerraFirma prides itself on standing behind the work we perform and going above and beyond for our customers.  We have done the same for ***************        

  Customer response

  11/09/2023

   
  Complaint: 20845507
  
  I am rejecting this response.

  When I originally called your company for an estimate, it was to fix the foundation. Your story suggests that I opted out of a more costly solution that included the center of the home. The 31k solution to my foundation problem did not stipulate that it would not address the center of my foundation. If you had, I would not have gone with this solution. And, you did not, at the time of the original estimate, offer add-ons or other options that would include the center of the home. Its as if you sold an incomplete foundation job to a non-expert in foundation. Additionally, your companys employees,during their many visits, communicated that other solutions should have been included in the original proposal. One person suggested smart jacks around the bathrooms, and a different person suggested a beam running the length of the house. You readily addressed one of the two ongoing problems (my front door) but refused to address the second one and blame me for the ongoing problems with the center of my foundation. So, it leaves me feeling like you sold me an incomplete solution from the beginning. Why would I have willingly entered into an agreement that involved you addressing only one half of the foundation? Additionally, while you suggested water mitigation in the form of a sump pump, one of your long-time employees said that he did not think water mitigation was an issue, and wanted to monitor the home to identify the best solution. He never identified a solution because he retired after a year of monitoring (with few records of his visits). He also communicated that you all would be covering the cost of this work. Then, you consulted a structural engineer and he recommend a different solution - a French drain. So perhaps you can understand, with these varying suggestions for dealing with the problem,and your staff communicating that it should have been addressed from the beginning and their commitment to fixing the problem, that I would not have followed up with just one of your many suggestions that involved more cost to me.  

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

  

  Business response

  11/13/2023

  I would ask that you (and the BBB case manager) review the drawing on page 2 of the signed contract dated 11-20-2020.  There is clearly no remediation included in the "center" of your home.  Location of each installed item is numbered and drawn and shown on the exterior of your home.  I'd also direct you to the notes from our communication dated 1-4-21 when customer requested that the ******* check under her bathroom as the toilet appears to be sinking.  ****** stated per email that she'd reached out to the flooring contractor she'd worked with in September of 2020 with this concern.  The ******* noted on 1-7-21 that the floor was warped and that there had likely been a plumbing leak at some point under the area. Reviewing the toilet area was being done as a courtesy to the homeowner because we were going to be performing work under her home, not in any relation to our actual work.  Also, see note that ****** indicated interest in water mitigation on 1-11-21 and we provided a bid for additional work.  

  Customer response

  11/17/2023

   
  Complaint: 20845507
  
  I am rejecting this response because it doesn't address my concerns - I am aware that I signed off on what I now know was an incomplete job. The area around the toilet was not a water issues - it was due to variation in the thickness of the flooring. I paid a different contractor to take care of that. I communicated early interest in water mitigation until your company went back and forth on a solution that you manager ultimately said you'd manage, and since haven't.
  
  Sincerely,
  
  *************************

  

  Business response

  11/28/2023

  The work that ************** contracted was performed and completed.  Ms. ****** rejection says that she communicated early interest in water mitigation.  This is not accurate.  If that were the case, shed have elected to pursue the recommendation in January of 2021 or at several other points over the past two yearsspecifically last December when we again recommended it and provided a discount and again, she declined to contract.
  
  ************** declined additional water remediation multiple times.  Weve stated on multiple occasions that to address the issue she claims at the center of her home, she must mitigate the moisture as that is the cause of her issue.  She declined the original recommendation and over time that water issue has persisted.  Weve continued to recommend water mitigation and she continues to decline to contract that work.  
  
  Here is email correspondence from December of 2022, where we again explain the issues shes seeing with the center of her home and the recommendation to mitigate the water: (I've copy/pasted here but also attached directly from our communication log in our Salesforce CRM)
  
  Hi *******, I have been looped in on your project and gone over all the details with everyone involved. I want to make sure that you are I are on a clear path to get this resolved so that you can rest easy at night. When I look at you file and the photos that are in there I can see that the type of home we are working on is a very familiar one. This method of speed form construction on the perimeter foundation is something that was allowed years ago but today you dont see it too much. We have had good success with stabilizing lots of homes like this in **************** area. Our systems are designed to lift if possible but mostly stabilize the perimeter of the homes foundation. If concrete strip footings are present under the center of the home then the same system can most the time be applied to the center of the home as well. In your homes case there are no strip footings present in the center of your home. It is all wood posts sitting on very light concrete pads. At the time of the appointment in 2020 you can see in the attached photo marked 11-17-2020 the post that stabilize the center of the home are touching the pads and are working as designed. No need for Pat or **** to design a system for those if they are unneeded. We will not propose work that is not needed and add expense to a job just because. That is just not good business practices. We value our integrity and stand behind our work. Which is very clear and we showed you that when we previously noticed that piers were not installed up past the front door of your home. We stood behind who we are and installed piers at no additional cost to you. We took care of our area of work just like we promised to do. So, in the initial visit we bid what we could see and that was the perimeter concrete foundation was settled or settling. The proposal was very specific about the area of work that TerraFirma was to work on. It is clearly outlined in red on your proposal. Fast forward through the last couple of years. The posts have moved and continue to move (see attached picture post 2022) There is no question that the soil beneath the individual post footings is heaving and contracting with seasonal changes. Water is getting under the home and seeping in around all the footings (see attached picture intrusion under footing). You can also see what kind of soil we are dealing with in attached picture (soil) as well as the drainage system around the house that looks to be mostly plugged (see picture external drain). All of this moisture combined with super expansive soils is the reasons behind the internal movement within the perimeter of the home. All issues that were not present during the initial visit therefore not addressed which is why its not covered under warranty. We have no products in the area of movement. We cannot see the future we can only address the issues at hand or what the customer tells us. This is very clear in our contracts. Until this moisture and seeping water is dealt with the posts will continue to move. Numerous conversations have been had with you lately about getting the water taken care of. I cannot help on the post movement until you get the water mitigated and under control. **** has given you a proposal for the water mitigation system and has said that she will honor last years pricing which is a +20% discount compared to our current pricing.You can choose to use us or another company but, getting the water addressed is important to your home. **** is no longer with us here at TF but, he did draw up a sketch of your home with recommendations before he left (see attached Sketch). The technicians and **** have all said the same thing about the moisture and soils. It needs to be addressed first before we can have a conversation about what to do with the posts. I am happy to have a conversation with you about the issues at hand and future work at your home if you would like to. My number is listed below or let me know what is a good time to reach out to you. Thank you, *************************** - VP of Operations
  
  ************** continues to reject our solutions and insist that we perform the work for free.  She declined to perform the recommended mitigation. 
  
  Below is additional correspondencewhere we have again told ************** that the concerns she has are related to water, and in Dec of 2022 we believed she was finally ready to move forward with the needed water mitigation and offered to honor the 2021 original bid (which was approx. a 20% discount from the 2022 pricing), and she again declined to pursue the work.  

  
  12/19/2022 Customer Email from ************* to ***************************: *****, If I take care of the sump pump installation, are you willing to cover the work and cost of the remaining foundation work to get the middle of the house stabilized?
  

  12/16/2022 Customer Email from ***** to *******:  Good afternoon *******, Im sorry that you feel that TerraFirma is responsible for the water intrusion in your crawlspace. Our warranties and your contract are very clear about what is covered and the scope of work that was performed. Nowhere in any contract signed by you was TerraFirma supposed to install a complete water system at no cost. This is separate issue from what foundation work was performed. I promise you the TerraFirma will 100% stand behind everything we have installed on your home. That is what we do. You clearly have other issues on your lot with water holding around and under your home. This is outside of anything TerraFirma was contracted to do. You have been informed of the water intrusion by multiple people from our company and have still pushed it back on us. We are here for your foundation needs once the water intrusion has been mitigated. Thank you *************************** - VP of Operations TERRAFIRMA Foundation Systems

  12/16/2022 Customer Email from ******* to *****: *****, Im asking your company to cover the costs of mitigating the water problem, then dealing with the posts and beams. Both of these things are required to fix the foundation, according to your company (foundation experts).
  

  12/15/2022 Customer Email from ***** to *******:  Good Morning *******, My response below states that you need to mitigate the water problem with drains and pumps. The movement of the center of your house will continue to happen if this is not addressed. I cannot assist with the post and beams under there until you make the decision to fix the water problem. Thank you *************************** - VP of Operations
  
  We will continue to stand behind the installed stabilization work, but it is clear that ************** will continue to exploit our resources in an effort to conflate the stabilization work she contracted with other concerns she has with her home.  For example, shes also asked us to install gutters (see attached bid).  We believe it is unreasonable that gutters would be included in foundation stabilization work.  We believe that we have gone above and beyond to satisfy ***************  We ask that the BBB reject Ms. ****** complaint. 

  Customer response

  12/07/2023

   
  Complaint: 20845507
  
  I am rejecting this response. The owner just continues to repeat himself now, while his staff at the time provided conflicting information, suggestions, and remedies for the ongoing problems with the stabilization of the center of my home. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You have not finished the job. I have emailed. One attempt did significant damage to our home. Finish the job!

  

  Business response

  09/26/2023

  This complaint has been filed against the wrong company. We are based out of *******, ** and do not work in the ***************. Please remove complaint from our records and provide communications that said complaint is removed from our records.

  *******************

  Terra Firma Hardscapes, LLC

  Customer response

  09/27/2023

   
  Complaint: 20627590
  
  I am rejecting this response because:  Terra Firma contacted me in regards to my complaint.  The did the work in ****** and are do work the the northern end of **********.  I met with them.  They are sorry.  They are working through fixing the existing and original problem. 
  
  Sincerely,
  
  *************************

  Customer response

  10/03/2023

  You have the wrong ****************************** on the contract I have is TerraFirma Foundation Systems ***********************************************************  OR Lic. Terrafr931LH.   Please correct and direct to this company.  ************ has came out.  Looked and verified the issue.  They have not yet done the repairs but promise to do so. 

  

  Business response

  10/13/2023

  *****, 

  As arranged with you, TerraFirma crews are scheduled to be at your home on 10/20.   

  As soon as we became aware of your concerns, we took action.  On Tuesday 9/19 you left a 1 star review online, we left you a vmail in response on 9/20.  We spoke with you on 9/21 and arranged to come to your home for a site visit on Wednesday, 9/27. Following that site visit, we spoke with you on 9/29 to schedule our crews to come to your home on 10/20 in the AM.  It appears that you filed this BBB complaint during this same time window.  You reached out and let us know you had concerns.  We responded within 24 hours, were onsite with you one week later and scheduled crews to return and perform additional work in the areas of concern.  We plan to arrive as agreed, next Friday 10/20 and the project coordinator who you've been speaking to, **** will be in touch to confirm arrival times and other installation details early next week. 
  
  I'm happy to provide the call recordings from 9/20; 9/21; and 9/27 if needed.

  ***************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired TerraFirma to stabilize and fix the foundation of our recently purchased ****s home. Their salesman convinced us of the need and we agreed to hire them for the work. The project was nearly $40k which required our single income family to take out a loan. There were issues throughout the week of work including miscommunications within their own team that was apparent, staff of theirs that were hanging out at our home and not working and their project manager suddenly leaving in the final stages (I believe she was fired). There were issues that we raised at various times that were either dismissed or left undone. Ultimately they failed the inspection from the city for the permit that they pulled. Even to the untrained eye, there are issues with the work which is why it was failed by the inspector. We hired TerraFirma because theyre a big company that had a decent reputation, but our experience was profoundly negative and in the end the project was undone, not up to code and quite expensive. We are needing the project to be finished up to code as was agreed upon or for our family to get a refund considering that our house is worse off than before they started.

  

  Business response

  06/27/2023

  ******* and *******,
  We understand your frustration and regret that you are disappointed.  Our communication on your project, specifically your inspection process has been below our own high standard.   We did indeed fail the 5/30 inspection and have been in touch with the inspector since learning the results.  We should have also been in immediate contact with you as well.  We apologize for the lack of communication and will do better. 
  
  While failing an inspection is not ideal, it is not an indication of the quality of the work performed and is a normal part of the process.  The inspection is to confirm that the installed work is in compliance with the approved plans, field revisions and City codes.  We embrace those checks and balances and thats why we make sure to engineer and permit our work.  Since learning of the inspectors findings, weve been in touch with the City to provide requested documentation and discuss his findings.  We should have kept you abreast of that communication.   
  
  TerraFIrma is actively working to finalize your permit.  Our Production Director, ********************* has been involved and had the most recent communication with the City.  He is currently out on vacation until tomorrow.  Wed like a chance to debrief with him and then be back in direct contact with you with an update by end of day Thursday with an update if agreeable.

  ***************************,TerraFirma

  Customer response

  07/05/2023

   
  Complaint: 20235704
  
  I am rejecting this response because there is no course of action detailed to rectify the situation. There is only an acknowledgment of the failed inspection and the business poor communication. The failed inspection was over a month ago and that one of your staff is on vacation is immaterial, this should have been resolved a while ago. Our home doesnt even have a porch right now because of this so Im needing action or a refund and this response is insufficient.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/19/2023

  *******,
  Since your original complaint weve been in touch with you and updating you on the status of your inspection.   The contracted work is completed minus two items were happy to complete by months end. However, for the ************** to close our permit, the next stage of your home renovation requires a permit on file. That permit is not related to the work we were contracted to perform. 
  
  Since your original complaint, weve provided the detailed result comments provided by the jurisdiction from the 5/31 final inspection.  Failure of a City/County inspection does not mean that the work is not to standard.  In this case, the inspection failure noted a need for additional engineering documentation (weve since provided that to the City and have been told verbally that it is approved).  The 5/31 inspection also called out a *** wall that was not part of our scope of work.  Weve provided the city with that information.  The inspection noted a need for us to address missing flashing and a loose angle iron. We would like to have that punchwork completed by months end, ideally at the newly scheduled final inspection.  As we made you aware on 7/14, in order for the City to mark our foundation repair permit final, they want documentation that there is a permit or plan for your revised porch.  As you know, the porch was not part of our scope of work. As documented during the sales process, it was (and is) your plan to design and permit a new porch. For us to perform the contracted foundation work, that porch had to be removed and front egress blocked.  That was agreed and approved by the City and the homeowner. 
  
  Our request would be that you file the required porch permit so that we can schedule the final inspection on our work, perform the two onsite punchwork items and resolve this issue.  We can have our portion of that task complete by end of month without issue.

  ***************************/*****************

  TerraFirma

  
  
  Copy of customer email: 7/14
  Good morning ******* & *******, I wanted to reach out and provide another update. ********************* our production manager has been able to make progress with the City. The lack of a porch is the Citys main concern. ************** from the **************: I think the confusion came with that fact that the deck was removed. Once removed it became part of the project requirements to reinstall to allow for proper exiting. If that portion of the work is going to be separate, then I would ask that the applicant/owner/contractor performing the work submit a separate permit for installation of the deck. With that separate permit issued, it would free the foundation support to be final and independent. The rebuild of a new porch was not part of the approved engineering plans and the permit was issued without it. **** is working on clarification on a couple solutions. The field revisions are still in review with the city but is scheduled to be completed today. I will update as I know more. Thank you and have a great weekend! ***************** -Project and Logistics Manager
  
  Copy of customer email: 7/10
  Good morning ******* & *******, I wanted to give you a quick update. The revised engineering is currently going through review with the City, I am in high hopes this will be completed by the end of the week. ****, our production manager is scheduled to have a meeting with the building inspector today in hopes to have better clarification of his result comments. I will update you once I have more information. Thank you and hope you had a great weekend. ***************** - Project and Logistics
  Copy of customer email: 7/5
  Hello ******* and *******, Thank you for taking the time to chat with me on the phone *******. I do understand your concerns & will continue to work with the City on clarification on a few items on their correction response. I have attached the result comments from the Footing Inspection (2.6.23), the final inspection (2.21.23), & the 2nd final inspection (5.31.23). In response to the inspectors result comments on the 5.31.23 final inspection: 1. Updated/revised plans are in route to the **************. 2. TF didnt install any new *** wall or footing, which is why they arent on the plans. TF piered the existing foundation with helical piers and pin piles. 3. The ******************** wall under the bumpout is an existing wall. Aside from filling a gap between the *** at the bumpout corner, we have not touched or modified it in any way. This also includes all the other *** walls and footings where our piers were installed. 4. The removal of the porch and installation of our piers is a first step for the homeowner to add a new porch.The siding/flashing of that area, as well as the new porch, were outside of our scope and not on the submitted plans. 5. Angle iron will be properly secured.6. Front door had been blocked off with plywood prior to porch removal by us.Unfortunately, it has been removed. We will make sure it is installed prior to final inspection. The highlighted section above are the 2 items we will need to return to address. I will have a better idea of when to schedule this once I hear back from the inspector. I will keep you updated through the rest of the process and hope to get this resolved soon for you. Thank you! Kara **************

  

  Business response

  07/28/2023

  Documenting for BBB purposes.  We've been in touch multiple times with the ******* in the recent weeks.  I am attaching correspondence we've had while also navigating the BBB process in parallel.  We reached out on 7/14 with additional info, then also via the BBB on 7/19.  In the process of completing our work, the porch required removal. **************** agrees in his 7/26 message that indeed the porch is not in our scope of work.  The city has informed us that they won't close our permit until the ******** pull a permit for the construction of their porch. We've asked them to pull the porch permit for the next stage of their project without reply.   We are onsite today 7/28 completing the two items of our work called out as needing complete by the inspector.  **************** is not understanding that a major reason that our 5/31 permit was not finaled is due to  the city not having a next-step plan for the porch constructions.  All other items will be complete today, 7/28.  

  

  Business response

  08/07/2023

  All TerraFirma work is complete at this property.  We've fixed the two punchwork items called out on the final inspection.  We can't schedule a revisit with the inspector until the ******** submit an application for the permit for their porch.  We've tried multiple times to secure a date/time when they will complete their permit application, but they've been unresponsive on that information. 

  Copying notes from our 7/28 Field Supervisor visit at the home and our Project Manager correspondence following the visit:

  08/03/2023: Hi *******, Wanted to follow up with you and see if you had any questions or concerns with our recent visit. Thank you and look forward to hearing from you soon! ***************** - Project and LogisticsHi *******, I spoke with **** and per our conversation he has completed the following items. 1. Attached 2 sections of angle iron to the footing 2. Installed z flashing on the top of block wall to divert water 3. Blocked front door with plywood The next step is to finalize the permit, however will need assistance from you. A permit needs to be pulled for the porch addition before the City will sign off on our permit. Please keep me apprised of when this will take place. Thank you and look forward to hearing from you! ***************** - Project and Project Note *****************
  07/28/2023 **** update He also said that **** mentioned that settlement could happen and things might need adjusting shortly after install and was asking when that would be done. Also wanted me to zip level the areaI told him we usually dont do that unless specified by the engineer or *******. I left it kind of open ended but h*** most likely bring that up Project Note *****************
  07/28/2023 **** ****** ******: attached two pieces of angle iron to footing, installed Z flashing on top of block wall to divert water, front door is blocked with plywood and I took at least 40 pics of the front of the house. He asked again about fixing the framing that is rotten and what our solution to that is. I told him it was out of our scope of work and frankly not something TerraFirma does and we were only originally contracted to remove the deck and stabilize the foundation

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9-12-22 I hired Terra Firma to 1. Stabilize my foundation 2. Lift the front of house 3. Replace the concrete porch (removed by them in order to complete first two items).9-16-22 I was advised work was completed and I paid their bill in full, ($34,797.85).The next day, while inspecting the work I found my yard a mess with concrete puddles left in my yard and flower bed, cracks in the concrete (created by them), and bricks tossed around from the brickwork they destroyed. Additionally, my house still slopes, my new porch slopes dangerously, and there is a huge gap between my house and porch which opens up into my basement. I called them to complain and the General Manager came the next day to inspect.He advised me at that time they do not "guarantee" lift but my foundation was stabilized. They sent someone to clean up my yard, patch the cracks and stack the bricks. I was told I have to hire someone else to replace brickwork they destroyed. They offered me $1500 for my trouble.9-16-23 I told them I still needed the slope of my porch fixed and something done about the gap. As of today, 9-27-22 still no response.

  

  Business response

  10/03/2022

  Thank you for reaching out to the BBB with your concerns, we are disappointed that youre not 100% satisfied. As soon as our General Manager in ****** learned of your situation, he reached out and came onsite to meet with you and review the work performed. I believe that he spoke with on or about Sept 22nd and made arrangements to better clean up your jobsite and offered you a Customer Experience Credit.  He reached out again on or about Sept 29th and has provided you additional information regarding our concerns of structural damage should we continue to attempt lift. 

  
  Our contract includes that we do not guarantee lift or level and we note that damage due to over-lifting can occur. 
  
  Our signed and initialed contract includes specific reference that:
  lifting/leveling straightening of walls, floors foundation and/or concrete is not guaranteed and that
  cracks and/or cosmetic damage *** occur when floors foundation and/or concrete is being lifted or adjusted.   
  

  My understanding as of 10-3-2022 is that you are reviewing our waiver documentation and will be back in touch with our General Manager.  If your understanding differs, please reach out to the ** or myself.
  
  ************************;
  ************

  Customer response

  10/03/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  End of 2018, beginning of 2019 crawlspace encapsulation.Paid over $14,000 Promised mold free, pest free, nontoxic, odor free space with proper maintenance.Proper maintenance has been done according to what Terra Firma recommended.I asked them to come out numerous times to seal up gaps in the membrane and last time was given a roll of the tape they use and told I could do it myself. I am disabled and unable to do it myself.This last year I said that we would perform maintenance on the dehumidifier. It was broken and there was evidence of water leaking. I called someone to come out from Terra Firma and he said it was installed improperly and the pump to the dehumidifier was broken (still under warranty). The humidity levels were way out of range.I had 2 **** tests done and we have water damage mold that did not exist prior to the encapsulation work.I also found out from the mold inspection that there are mice in the crawlspace, that the vents were not sealed off in the main part of the house and there is inadequate ventilation from the back part of the house to the main part to accommodate the humidity.Terra Firma will not respond to my phone calls. I was willing to work with them to have the space remediate, restored to original condition and get my money back. They will not answer my phone calls or call me back.I recently found out that I have a toxin in my system that is in the encapsulation lining and both my husband and myself have the symptoms of polyethylene toxicity. I was told that the lining material was not toxic as I made sure to ask. I have Lyme disease and the mold has delayed my healing, let alone the toxin.So, they refuse to communicate with me. I will be getting a lawyer, but want it down for the record that they were there and answering phone calls when it came to taking mymoney, but know they will not stand behind their work.

  

  Business response

  08/12/2022

  **************, 

  My understanding is that you have been in touch with *********************** our director of Service and that he is scheduled to be onsite with you on 8/15 at 1pm.  

  *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 13, 2022, Ayden ***** from Terra Firma Foundation Systems came out to our home to give us an estimate for raising our settled porch. The porch had settled at least 3.5 inches from the base of the door. He took pictures and confirmed with his manager that the porch could be raised and leveled with the door step. We paid a 50% deposit of $1255.69 the same day. On May 23rd, 2 workers from Terra Firma Foundation Systems came out to perform the job. They arrived at 12:36pm and stated they were finished at 3:36pm. We came out to find the porch had only been raised about a half inch. Not at all what we were promised. Contacted the office and we were offered a $200 discount yet we didnt even get half of what was promised. So $2311.39 and a complete waste of our time and scammed for our hard earned money. Absolutely misleading, dishonesty, and false advertising at its finest.

  

  Business response

  06/06/2022

  **************,
  Thank you for reaching out to the BBB with your concerns, we are disappointed that youre not 100% satisfied. As soon as our General Manager in ****** learned of your situation, he reached out.  I believe that he spoke with you today 6/6/2022.  We are disappointed that you are not satisfied as we believe we performed the work as contracted and resolved the stabilization issue of concern.  

  Despite that, we will issue you a full refund.  Our main priority is for our customers to be satisfied with their solution and their experience with our company.  We do want to provide some response to your claim, as the records of our process differ a bit from your submission and our reputation and integrity matter very much to TerraFirma Foundation Systems.  

  
  We do not engage in false or deceptive advertising.  We advertise that we can keep homes safe, dry, and stable.  We do not assert or guarantee that we can achieve level.  We perform a service that is universally called Concrete Leveling in the construction industry. Specific to your home, we did not guarantee lift or level and we note that damage due to over-lifting can occur. 
  
  Ive included the signed and initialed contract, where youll see that we specifically note that:
  lifting/leveling straightening of walls, floors foundation and/or concrete is not guaranteed and that
  cracks and/or cosmetic damage *** occur when floors foundation and/or concrete is being lifted or adjusted.   
  
  It is important to note that our original proposal included recommendations to do additional stabilization work that was not contracted/elected.  Those recommendations were included because wed noted at the time of the appointment/evaluation that to fully remedy your issue, additional work beyond what youd contracted was needed. 
  
  Throughout our process, we primarily worked with your husband who indicated that his goal was to stabilize the porch, which we did.  He indicated that he was satisfied with the completed work and the invoice was paid in full.  We then offered a credit when our follow up call indicated that you were displeased.  In the end, we only want you to be happy, so we will fully refund the cost of your project.  We just hope that youll reconsider your opinion that we were in anyway deceptive or falsely advertising our services.  We have thousands of happy customers and we apologize that your experience did not result in that outcome.  **** (your Project Manager) or **** (the *** will be in touch to process your refund asap.

  ***** Normoyle 

  ************

  Customer response

  06/06/2022

   
  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.
  
  Sincerely,
  
  *******************

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