ComplaintsforFrontier Foundation & Crawl Space Repair

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2023 I contracted with Frontier to level my house. I financed $12,000 through ****************** for the work performed. In February 2024, I contacted the company to have them repair equipment they installed which had started to malfunction. The proposed work in the contract was not done and now I am faced with getting the work done anyway. I have had 3 more contractorsc come out and give me quotes for the work which still need to be done. I have pictures of the work performed by Frontier versus the work they really performed.I am looking for a path forward. My home is my livelihood.

  

  Business response

  03/12/2024

  ****************, 

  Thank you for contacting us. A manager will be reaching out to you before the end of the day today to discuss so we can better understand what work was not done and to reach a resolution. We will talk to you soon. Thank you!

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The contract was signed on Feb. 14, 2023. Work was started in March 2023. It was done in three different phases. We were told to put down 25% of the money and the balance to be paid at the end. They ask for money at the the end of each phase. Cracks in the bricks still exist. Sticking doors in the house was a problem. We still have sticking or doors that don't close. Sagging / slopping floors before job started. We still have slopping floors. In the crawl space a moistier barrier was put down and they put it on top of the ******* cable line so that you now will not be able to move the cable to put the tv in a different place in the living room. They said they would come back and correct all of the problems. They never came back. I called again on July 24, 2023 and ask to speak to the owners. They said they were not in and told me that they would take care of the problems. I have not heard a word back from them.

  

  Business response

  09/29/2023

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

  Thank you for bringing this to our attention. I'm sorry your experience with our company has caused frustration! We tried to reach out and left a message yesterday and we will continue to reach out until we can connect and come to a solution. Please be on the look out for a call from our production team. We look forward to connecting with you. Thank you!

  

  Business response

  10/13/2023

  Morning! We reached out to this customer as soon as we received the complaint from the BBB and set an appointment to meet at his home and review any issues. We are currently doing some additional work for him and will update when this is complete and client is happy with the results. Thank you!

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a brief inspection, I was told that my foundation had minimal damage, and I should stabilize it. I was given two options: raise it or stabilize it without moving it. I chose to stabilize it instead of raising it so I wouldn't have to deal with repairs on the interior. Shortly after the work was done, cracks began to appear on the interior of my home around doors and on the ceiling. The only crack that was originally found on the interior was quite small, but it has now branched out in different directions. I have gone through a few weeks of texts and calls with Frontier, but the last call was what prompted me to file this complaint. I was told that damage to the interior of my home is not under warranty and is out of their control, yet clearly whatever they did caused this damage. I haven't heard anything from the company since last week, so they don't seem to have any urgency in resolving this. Did they damage the foundation? Did they raise it instead of only stabilizing it? Did they fix the wrong thing? Whatever happened, I need a refund. I need to hire another company, with no initiative to hide mistakes, to come and figure this out and make repairs to the inside, and potentially the foundation. I don't trust this company to figure out/tell me honestly/fix the problem.

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/08/16) */ *******, I am so sorry that you feel like you have been left in the dark. I can tell you that we were just in a meeting at the end of last week discussing your project. We will need to do a site visit with a manager to look into your issues. You will be receiving a phone call to schedule that today. Again, I am so sorry that you feel like we have forgotten about you, we haven't and have not communicated the best we could of. If you need anything Please feel free to reach out to me directly but I will be sure to have someone reach out to you today to meet with you. Thank you, ****** ****** General Manager XXX-XXX-XXXX

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased an encapsulation system from Frontier Basement Systems for $10,000.00. We had to call them out a couple of times for poor work done on a door constructed for the crawl space, so that was fixed. We noticed water on top of the system, so we call and the gentleman I believe he said ******** from Ky, said the first problem is the pump is not on the lower part of the home where the water was. He then tells my husband they can put us in a drain for an additional $4,000.00. ******** told my husband that he would speak to **** ***** and get back to us. We had to call ****, who said he never got a call from ********, and he would be out on Monday which was 4/25. To date, we have not heard from **** and it has been three days. I was told by my tax preparer they did the same thing to her instead of being the experts and telling you to get this done up front, they come back to get more money. I called and spoke with ******** at the office because we were to have been given a registration for the pump and the dehumidifier to send back to them for the warranty, but that did not happen, so ******** said they would honor the warranty anyway. We asked her to put this in writing and email it to us, but that never happened as of 4/25. We have never received any warranty documentation on any of the products sold. They never told us we would need any type of drain system and we feel as though now since they have the money for the job, they have turned their back on us and it is on to the next job! Now, I have a co-worker telling me of horror stories her friend had using Frontier Basement Systems. We had an HVAC company come out and there is an opening on the lower end of the home and we were told when they were putting the plastic on the walls of the crawlspace, had they covered this opening from the inside, that would have remedied the problem. This added an additional cost of $1800.00.

  

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/29) */ Thank you for letting us know about the problems that you are having. I have reached out to Mr. and Mrs. Brown and we have come up with a plan of attack to address their water intrusion problem and seal up around the HVAC unit. I have also re-emailed them a copy of the warranty and owners manual for their dehumidifier that was originally sent 4/20/22.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested a quote on moms removal from them and was given a quote and made the deposit. A few weeks before I was scheduled to have the service done and pay the rest of the lines they told me they needed me to remove and dispose of all of my insulation. Which insulation is incredibly expensive to replace. I told ******** ******* who was the person that came my house for the quote that I could only afford the 2300 we quoted me for the mold removal. He explained I had two pieces of fallen insulation thsg would have to be tacked back up or removed. He never said anything about it being totally removed. I would not have agreed to the service had been said that. This was in September-November. Now the company is ignoring my emails and non of their phone numbers online are working. I just want my money back I was mislead and misinformed about what needed to happen for the service.

  

  Business response

  06/13/2022

  Business Response /* (1000, 10, 2022/06/03) */ ******, We have called 5 times in the last 4 months to discuss your refund with you but your phone goes straight to voicemail. I am more than happy to discuss your refund please contact me directly at our office at XXX-XXX-XXXX. Thank you, ****** ****** Frontier Basement Systems XXX-XXX-XXXX - Office ******@trustfrontier.com

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sept 24 made deposit $5398.70 for waterproofing basement and den. Wanted pumps in garage & closet den.Dec 6 work begin. Den closet has no battery for pump. Wasn't told needed electrician for electrical outlet. Took more steps out than originally planned. Had to call company in order to have steps put back. Had to replace carpet on steps. Dehumidifier isn't available until Dec. 16. Tile had to be cut and concrete was put down in a sloppy manner- zigzag. Phone call was made but never returned. Pump in closet wasn't in working until electrician put in a outlet on Dec 9. Battery for Second pump will be available Dec 16. Tile will have to be replaced or cement floor will be painted. 5 pictures attached.

  

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/12/13) */ *****, our production manager spoke with you today about coming out on Wednesday December 15 at 10:30am to address your concerns. We also have an appointment set up with you for December 16 to install your ******. Looking forward to making you a happy customer. Consumer Response /* (2000, 7, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very satisfied with the finished result. **** (project manager) has been outstanding responding to my calls and texts. He came to my home to look at the issues I had. The next morning he sent out another team (******** ******* and his team) to correct the issues. They called to tell me they were on their way. They corrected all the issues within an hour. They were efficient, cleaned up their mess as well as the previous team mess. I would highly recommend ******** and his team for any future work.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 8 - 10 I had this business perform the jobs of lifting the bow in my porch and sealing all the concrete around the house. The salesman showed me videos of how they could raise my concrete and did that job ok. They ruined the look of my front porch because they caulk between the house and the porch and It looked terrible! When I told them that it would not be acceptable the forman offered to pressure wash the caulk out and just not do it and take it off the bill. I told them that would be fine and I thought I would caulk it better later. While pressure washing it he pitted the concrete all the way down the side of the house. The damage can only be fixed by replacing the concrete! You can see it in the pictures. Then if that wasn't enough, he went to seal the 68 yards of concrete I had poured this summer. It wasn't until he told me he was going to just spray it on that I lost my cool. The video from the salesman shows one person saturating the concrete and one brushing it evenly over the entire surface. I called his supervisor and he told me he would come out the next day to look at everything. So then he tells me they don't perform the service that way anymore. After a lot more conversation. He said the foreman would be back again the next day to reapply in the back. I thought I explained myself well enough that it would be done the way I was shown in the video. It was not! So it rained this morning and I took more pictures. See pictures. Use this company at your own risk. The first picture is before any work had been done. The next two is after the porch had been raised. He told me this was the best caulking job he could do. The third and forth is what it looked like after he pitted the concrete getting the caulk out. And the last two shows how uneven just spraying it on does. Most places aren't beading off the concrete. You can see the difference.

  

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2021/11/16) */ Mr. *****, we understand you were expecting the sealant pro to be brushed in. We had spoken with the foreman the first day he was there and made sure he brushed it in. Our manager confirmed it was done this way when you showed him footage from your security feed. Our foreman than returned the following day and performed the same technique, meaning that sealant pro was applied twice. While our production manager was there he confirmed with our foreman and you that the job was performed to your satisfaction. The manager did the caulking on the porch himself that you said you were happy with and as was as having our foreman seal it, both of these you were not charged for. Per your request we pressure washed and sealed twice, after our production manager advised not to do so for it could cause unevenness and discoloration. That being said, we do not like that you are unhappy and are willing to work with you to come to a resolution. We can offer you an additional 3% off your project. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Obviously the Supervisor did not explain what I pointed out on the video I showed him. It showed the lack of spray coverage and quantity of the spray applied was not enough for the broom to do anything, let alone a consistent coating of the material. Most of the area of spray was dry before he ever touched it with the brush. The previous pictures showed the difference and how prevalent the lack of coating was on the sidewalk. Since you didn't see the video, I will attach a few for you to view. As to the porch, the job the supervisor did was the way it should have been done in the first place but the damage the foreman has done to the concrete getting the first caulk remove has permanently damaged the porch with the pitting along the wall of the house. you can see it in the pictures I have already sent. I await your reply. Business Response /* (4000, 9, 2021/11/19) */ Mr. *****, our production manager spoke with you yesterday and we will be having someone come out to apply a third coat. In addition, we are also speaking with concrete companies on how we can repair the pitting of the concrete. We look forward to making this project a success for you and your home. Consumer Response /* (3000, 13, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the call from the supervisor and will reserve my yes response until the work is completed correctly and the repairs are completed to the concrete and porch (yet to be determined), just in case it is not completed as shown to me and discussed with the supervisor. At that time I will gladly add my yes response. Consumer Response /* (2000, 17, 2021/12/09) */ Update: So the company has made the corrections to the work that was called completed. They sent in two guys to correct the application on sealing the concrete. **** and *** have done an excellent job on the application of the sealant and nexuses joints from the original job. I would recommend these two guys to get the job done right. I am glad they were sent. The job looks more professional and would have them do any work associated with their skill set. If they would have done the job originally, I would have liked to have had these guys from the beginning. Thanks guys.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid in cash $3802 to have my crawl space encased. The guys who did the job was very respectful. But all I got was a humidifier some spray foam in my vents, a new crawl space door, one Jack that was placed in the wrong place & no way to plug-in my humidifier!!! They had to place the Jack in the wrong place because there was a gas line that the salesperson did not inform me of. So now all I have is a Jack in the wrong place and a humidifier that's not working for $3802!!!

  

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/10/12) */ ******, thank you for bringing this to our attention. The only way we can get better is by being made aware of situations. We did look over your contract and it appears you received all services/products on your contract. That being said we do not like that you are unhappy, and we know that you are currently working with our production and service departments to get this resolved. We have it scheduled for one of our service technicians to come out tomorrow afternoon. A voicemail has been left, please let us know if this works for you.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/26/21 Frontier Basement employee Brandon B**** came to my home to quote on our crawl space. They were our 3rd estimate. I provided our home inspection report and previous quotes for added information for the best option in keeping moisture out of crawl space. Every single thing they said I needed, even the "optional work" that they recommended, I agreed to based on their knowledge & expertise. 1 week after the work was completed I began contacting Brandon & Frontier as there was water in the crawl space and added humidity. Brandon had no problem texting & calling me all day to push the financing on 7/7 but hasn't contacted me since my complaint. I even received a fake email stating a follow up inspection was made 9/8/21 but that's not true. They finally sent someone 9/16 I have never met to inspect only to ask me "did they tell you the encapsulation isn't a guarantee" then told me we've had a lot of rain so this problem wasn't there when they first came. They asked me for MORE $?

  

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/20) */ *****, thank you for bringing this to our attention. We are able to send our production manager out to your home to evaluate your concerns on 22 Sept 2021 at 1:30PM. We will be contacting you first thing tomorrow Tuesday 21 Sept 2021 to confirm this works with your schedule.

*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. ↩