Customer ReviewsforGround Up Foundation Repair

Buyers beware. I had a recent experience with this organization where when I was ready to sign the contract, I contacted them with a few follow up questions. These questions were general questions about the overall process and nothing specific to my quote. I was told the person who did the original assessment was no longer with the company and they wanted to schedule someone to come out and answer my questions in person. We scheduled time and the next person came out to "answer my questions." The second person asked to see what was documented to confirm what was on the original drawing. We walked through the area and discussed what was on the original proposal. The ONLY change discussed while the rep was here was about the down spouts and the runoff management. I asked that he make the proposed changes. When I received the new quote, the entire quote was changed and the price increased by over 10%. I reached out to the owner and expressed by perception of what was occurring. My intent was to open a dialog with the owner to discuss my concerns. Instead I received a very defensive email from the sales person and NEVER heard from the owner. I have since learned that the work they were proposing had the potential of creating more damage than providing a resolution because of the age of the house and the way the basement was constructed. People should be wary when contacting this company to do work that: 1) they may dramatically change the quote and increase prices without discussion or explanation, 2) they may quote work that could cause more issues than is resolved, and 3) contacting the owner of record in the BBB file is a waste of time.

**************, we are very sorry you feel this way. This is not how we want your perception to be nor any other potential customer. We strive in customer service and quality and we clearly didn't meet it with you. I do want to reiterate that the process you describe is standard procedure when a project design specialist (PDS) is no longer representing our company. For obvious reasons, we let the original PDS go that was assigned to your assessment because he wasn't representing us in the manner we expect. The second person you speak of is the senior PDS and he in no way "dramatically changed the quote". In fact, the quote was changed based off the changes you said to make after the discussion you two had. This fact is backed by your comment in the this review. I also Confirmed this when I reviewed both bids side by side. The senior PDS also adjusted a couple of items from the original bid in your favor because the measurements were off from the original PDS Bid. Again, I'm sorry you feel we intentionally dramatically changed the bid to increase it. I also want to touch base on the email that was sent to you. I have reviewed this email and I strongly feel that there wasn't any defensiveness in it. I read it as a straight to the point email addressing your concerns. The email is attached below for full transparency. As far as your concern on us quoting solutions that will cause more issues, I can't directly comment on this as I haven't personally seen your issues. But I would say that our PDS go through training on all of our products, how they are used, installed and benefits. Also, because we are a small family owned and operated business and not a franchised company like our competitors, we have more solutions to tailor to your specific issues. So if there was something different to offer we could have. But again our current PDS take pride in creating the best solution to address your concerns and structure on initial assessment. Lastly, we have been going through some growth stages and one being our office. Our office has been understaffed the last couple months as we were focusing on our production growth changes to continuing our quality installs. All that to say that this is in no way an excuse for me not reaching out but I can honestly say that have I heard you wanted to talk, I would most definitely had reached out. After getting the notification regarding this review I immediately called and did leave a message that I hope you received. Again, I am truly sorry for your perception and hope that you find the best solution and company to do your project. I have my blood, sweat and tears into this company so hopefully this response can shed some insight to you or anyone that reads this.

Email response from Senior PDS to ************** for transparency.
[name] only charged you for 40' of downspout extension. The on at the front left corner is 40' by itself. It did not include the others on the right side or the right rear corner. The line that was quoted was for just covering the crawl floor price which requires less labor and time. The actual wall liner is more expensive due to the install part of it. [name] is no longer with us for these type mistakes and not describing to you the customer correctly what you need and pricing accordingly. If you had accepted the estimate as written we would had to address the same misrepresentations before starting the work. I am sorry for the increase but I did not charge you for the sidewalk removal and repour which is $250.00. Please feel free to contact me if you need more clarification.