ComplaintsforUnited Structural Systems, LLC

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  USS came to our house and advised us what to do. We did that and paid them over $20,000--later other cracks have developed. We have called them out because we supposedly have a warranty--but the warranty is owned by USS -- of course nothing is their fault. I feel that they did not advise ** correctly. I feel when they did not advise us and the work they did caused the areas that were not worked on cracked. I have tried numerous times to talk to USS they sent "their" warranty guy out to tell me they did nothing wrong. I wish I had look at BBB before I spent the money. I am so disappointed but even with their warranty and their commercials out they do NOT take care of their customers.

  

  Business response

  06/02/2023

  USS management has been working with the homeowners, to include 3 site visits to observe & listen to their areas of dissatisfaction. Three USS representatives have found there to be no movement in USS's repaired perimeter footing. All 17 steel piers continue to be arresting vertical settlement of the area underpinned, and as originally contracted in 2021.  Concerns of newly developed exterior cracking OUTSIDE USS's repairs are not a result of USS's stabilized footing repair, but rather a result of continued movement of the soil in places that USS did not underpin, nor showed evidence of needing underpinning several years ago.  USS does not oversell where repair is not evidenced to be needed, as one cannot predict how soil behavior may/may not occur in the future.  Regarding the homeowner's concerns of interior flooring issues, our original representative was not requested to assess & quote any interior concerns in 2021.Explanations have been provided as to why their flooring issues require a different repair system, with different accompanying warranties, and are not a result of USS's stabilized perimeter footing repair.  USS continues to uphold and honor the lifetime warranty with our client.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is follow-up to my 3/3/2021 complaint. USS has still have not fixed the issue with the floor an now one of the foundation ****s is failing and the front of my house is craking. I am a senior citizen and I hate to be taken advantage of. 1st, problem was they installed 3 crawlspace **** posts incorrectly. At the start they did not put a pad under the posts and they sank in the ground. They came and fixed that as they should. 2nd, they did not put a a cross beam between the ****s as other companies do (this can clearly be seen on other companies internet pages), so the floor is only supported at 3 points. This has put undue stress on the other floor joists and has caused a lot of cracking in interior walls. If they had put a beam in-between the ****s, all of the floor joist would have been supported evenly and my house would not be cracking apart. I complained to USS several times well within the two year guarantee but was ignored till the warranty ran out. I have recently complained about the foundation pier which has a life time warranty. I sent them pictures of the crack in the front of the house and they came, took more pictures, then nothing. I do not feel they deserve the A+ rating and my next step is to hire an attorney which will cost them even more money than just fixing the problem.

  

  Business response

  04/28/2023

  Our client is referring to 2 completely different repairs, with 2 completely different accompanying warranties. The front of this house is currently being addressed under their lifetime warranty, with the appropriate repair application that applies.  This warranty repair has already been evaluated and has a schedule date set.  The majority of our client's complaint, as they have referenced from their 2021 submittal to the BBB, continues to be an issue in an area that is not in USS's area of repair.  The interior item of concern is outside USS's scope of responsibility, and has never been the responsibility of USS during their 5 year warranty (not "2" years as mentioned by the homeowner).  As noted in USS's 2021 response, exhaustive efforts have been made by USS during their 5 year warranty period, to include USS hiring a structural engineer on their behalf, and multiple site visits by members of management. USS continues to stand by repeated recommendations for our client to hire a structural engineer for the purpose of providing an unbiased evaluation by a licensed professional.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had USS come out to look and see if foundation or floor needed lifting. I had already had one person say it was foundation problem. When I told ***** with USS that the other company could lift foundation for $29,900, I was told they couldn't come close to that. Then was told it was a floor issue and quoted half of the other quote. I let USS lift the floor which has turned out to be a nightmare. The first time they came, the guys only stabilized the floor. Did little to no leveling. Humps still in floor, dips still in floor and doors still will not shut. Had to pay right then or they would tack on 3% more. The second time they came out I was told that you have to level front to back and side to side, which the first guys did not do. The second group started cranking and cranking and my wife yelled out for me to come see this. They busted the drywall in the ceilings upstairs and walls very bad. When their man looks at me with a smile and says "it happens". I made them stop. After they left I found busted drywall and cracks in tile walls downstairs also. Not only did we pay over $14,000 to level floor but incurred over $4000 (thousand ) in damage. Floors still not level and have dips in them. Doors still will not shut. The third time they came, I was told by ***** that "We Were A Casualty of War". The reason for the third visit was requested from *************************** customer service V.P. to make sure that it was floor issue and not foundation. The two men did not care or really want to see my busted ceilings, walls and floor. They brought a machine and measured and said it was floors and they did good. We got about 60 percent of what we payed for and that is being generous. I will not let them adjust anymore unless they take responsibility for any more damage. They said no. Was told also on the third visit by *****, that when they adjust that much, that we were to sign a wavier for damage that could occur. We did not and if presented with one we never would of signed one. I'm writeing this so one of you would not become " A Casualty of War " or have someone look at you and say " It Happens." Do your due diligence when picking USS. They left a mess under the home and tore our vapor barrier. They did come out and remove the big rocks and put down new barrier. They do not seem like the stand up company they portray in their commercial. Lastly, I have never met a group of people that talk bad about one another as some of these men did about their comrade. Not professional at all.

  

  Business response

  01/27/2023

  Our clients experience is unfortunate, as USS has made repeated site visits with different members of management to attempt to meet expectations and relook at the structural concerns brought forth.  Our company stands behind both the diagnosis and installation method of repair provided to strengthen the interior flooring settlement for this structure, rather than perimeter foundation underpinning that would not have stabilized the interior settlement at this home. USS has made numerous attempts to convey this understanding to the homeowner.  It is unfortunate that our client took no photos of the alleged damages, nor could produce any receipts for USS to offer monetary consideration toward. USSs representatives that met with the homeowner were unable to see evidence of the repaired alleged damages.  USS will excuse the disparaging comment made toward our team of integrity-driven employees.  We will continue to honor the warranty that accompanies our system, and wish only the best for our client as he readies this home for sale. 

  Customer response

  01/31/2023

   
  Complaint: 18839498
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  02/02/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

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

  

  Business response

  02/12/2023

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********.

  USS has made an offer to the homeowner. Awaiting response.

  Customer response

  02/13/2023

  When we receive the check from USS, I will close out this case as  resolved.

  Customer response

  02/16/2023

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

*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. ↩