ComplaintsforPerma-Pier Foundation Repair of Texas

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They been trying not to honor the life time warranty on the foundation of our home. Has been 6-8 months trying to get them out here to fix the issue. I have 1 inch cracks in my walls as well as cracks in my floor. When I ask to talk to management they are never available or out of town. The only thing they want to do is send somebody out here to dig up 1 pier but not fix the problem. We have tried before over a year ago to get them out here with no success or response. We want the issue fixed now before walls and floor gets worse, as well now pay for the house repairs do to their neglect to take care of the issue and honor the warranty contract.

  

  Business response

  04/11/2024

  We are happy to honor our warranty. Our records indicate you spoke with two different members of management on March 6th, 2024. To honor our warranty, we have provided steps to follow before we can complete warranty adjustments if needed. We are open Monday through Friday, 8:00 AM to 5:00 PM, and happy to have a civilized conversation and get you scheduled for the next steps. 

  Customer response

  04/11/2024

  Complaint: 21547099
  
  I am rejecting this response because:
  Still havent scheduled to come fix it after 6-8 months. The only option is come out here and fix it and pay for damages done to the house for lack of response and getting it repaired. Im not expecting your way of trying to find a way out of honoring the warranty. Come out with the crew and get it all fixed and done the same day. 
  
  Regards,
  
  ***********************

  

  Business response

  04/16/2024

  We are happy to honor our warranty. We have steps to follow to honor our warranty before we can complete warranty adjustments if needed. There are two options; 
  1. Open piers to inspect. 
  2. Send a licensed engineer out to your home. 
  
  We are open Monday through Friday, 8:00 AM to 5:00 PM, and are happy to have a civilized conversation and schedule you for the next steps. 

  Customer response

  04/16/2024

  Complaint: 21547099
  
  I am rejecting this response because:
  I have given you plenty of chances to honor it and havent. Been months and still havent taken care of it and give the same bs response, which isnt true and what the warranty says. It says 30 days to get warranty repaired and has been 6-8 months. You keep trying to come up with reasons not to honor it. Get out here and get it fixed ASAP. Been 6-8 months dealing with ****. Still no call from owner as I asked for 4 months ago. This week repairs need to be done and piers taken to bedrock like was suppose to have been done from beginning. I have the email where **** said 1 pier you would only dig up and will not fix the problem. Have you yet called me to schedule the repairs under warranty? No you havent.  
  Regards,
  
  ***********************

  

  Business response

  04/22/2024

  We are happy to honor our warranty. We have steps to follow to honor our warranty before we can complete warranty adjustments if needed. There are two options; 
  1. Open piers to inspect. 
  2. Send a licensed engineer out to your home. 
  
  We are open Monday through Friday, 8:00 AM to 5:00 PM, and are happy to have a civilized conversation and schedule you for the next steps. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have been out to fix my home 6 times. Ceo came out promising to fix. He's retired. They acknowledged it. They've never replied nor fixed it. Just gave a estimate after their engineer came out 4 second time

  

  Business response

  03/20/2024

  Subject: Foundation Repair Service
  

  The home in question is located at *********************************************************, Texas *****. This home was built in 2002 on a stilted pier and beam foundation, as it is located within a flood plain, and Perma Pier first began working on the property in 2016.
  

  The homes of Texas are exceptionally prone to foundation movement because of heavy deposits of clay,silt, and sand throughout much of the state. Pier and beam homes experience more movement than that of a typical slab home due to the amount of wooden materials utilized during the construction process. Proper maintenance of a pier and beam home is required to help minimize the amount of movement that can occur throughout the seasonal changes. This includes, but is not limited to, drainage control, moisture regulation of the soils, and in this case humidity control of the crawl space to help prevent swelling and rotting of the substructure.
  

  For these reasons we provide a one-year warranty for pier and beam materials that have been installed. A lifetime warranty is given to piers that are installed and maintained properly according to our specifications outlined in the contract and warranty statements provided to each customer. In this case, the substructure of the home is out of warranty, while the thirty-six piers located around the exterior of the home are covered under lifetime warranty.
  

  A few months ago, at our expense, a third-party structural engineer was hired to assess the current condition of the property and provide a set of recommended repairs. The estimate we provided included the engineers suggested repairs.Performing these repairs is not covered by our warranty.
  

  The homeowner is free to hire any contractor they choose to perform repairs on their foundation. They are also free to choose which, if any, repairs they wish to complete.   

  Customer response

  04/12/2024

  Complaint: 21452032
  
  I am rejecting this response because: Perma Pier Foundation company claims to have geologists to check soil so they can base what needs to be done to correctly repair homes.  They've come out numerous times to readjust sono tubes with shims. When they leave they tell us it's fixed. We'll  go under the house after they have left to check their work and the shims aren't even tight, they can be removed simply by just pulling them with your fingers.  They told us we needed to put a beam and some sono tubes in the back of the home and our problems would be fixed. We complied thinking this would fix it. Well all it has done is caused extreme structural and cosmetic damage throughout the entire house since they did the repair. The house right after their repair just went south. The interior has cracks, big cracks everywhere. The exterior siding and porch area has cracks that the Structural Engineer noticed and even took pictures of due to the work they had done. I contacted **** ****** CEO after numerous times of his employees coming out causing havoc to our home. He admitted for the past 15 years they didn't do their work right which caused all these problems.

  He said they would do it right and cover the cost for all the interior cosmetic damage and apologized for causing the damage. Perma Pier used the same Structural Engineer both times. Was the original plan of repair that took Perma Pier three times rework not adequate? Was it incorrect or is the work deficient? You either misdiagnosed the required repair or the work you did is not functioning correctly. Either way you have made my cosmetic damages in the interior and exterior worse because of negligence.

  I have since been told he has stepped down from the company but is a strong stock holder in the company . The company refused to fix cosmetic issues and sent an engineer out and Perma Pier gave us an estimate of what they would like to charge us to make repairs. It would seem any repairs done by Perma Pier are only temporary repairs and are not permanent repairs that will fix the problem permanently. At the cost of doing these repairs it would seem that I would be paying for my house five times over and never have a permanent fix BUT Perma Pier would have a steady income claiming the housing is still settling, which is their go to phrase when they do not have a permanent fix and would like you to keep spending money.  We were told by *************** his company would repair our home due to the damage they caused. They basically blew us off. 
  
  Thank You,
  ***********************; ************ 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In October of 2020, Perma Pier Foundation Repair of Texas had a crew come out to my house at **** *************, San Antonio, TX and install 11 Concrete Pressed Pilings to lift my house because it was settling. The original plan and estimate called for 12 Concrete Pressed Pilings, however one of the pilings was obstructed by the main sewer line in the front of my house and the crew did not install it or attempt to find another point of entry to install in the location it was needed. All seemed fine with my house until recently when I noticed the original cracks in the ceiling which prompted me to call Perma Pier in the first place returned. I filed a Warranty Claim with Perma Pier and on September 1, 2022, Perma Pier's inspector ****** came out to my house to do an inspection. He indicated to me that the house had settled in the same areas again and that I should receive a call from Perma Pier within 48 hours. It is now October 7th, and I have yet to hear from Perma Pier regarding any plans to honor the warranty on their original work. I have called on multiple dates and spoken to representatives in the Warranty division and been told that my request is being escalated but to this date, I have not received anything. The lack of communication and seeing the cracks in my house is very frustrating. I just want my house to be fixed.

  Customer response

  10/10/2022

  Better Business Bureau:
  
  I received correspondence from the business which outlines the work that is needed. I appreciate their response and your help.
  
  Regards,
  
  *************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 21JUL2022 I contacted Perma Pier to conduct a warranty inspection on my houses foundation due to cracks re-opening on my walls and floors. The inspection was to take place on 23AUG, however, Perma Pier cancelled and re-scheduled to 07SEP due to the inspector having COVID.On 07SEP the inspector told me that the only way to repair the foundation was to install steel beams inside the house with an estimated repair cost of $10,000. I inquired about outside beams and was told those repairs would cost me around $10k, mind you I was told outside repairs were not worth it by the inspector. Upon realizing Perma Pier was trying to squeeze another 10k out of me, I told them to do only repairs that were covered under the warranty. Repairs to my home were set to begin Tuesday 12SEP, however, on 08SEP I was contacted by a Perma Pier representative to postpone my warranty repairs alleging the entire team caught COVID and that the next available opening would be Friday and Saturday (16-17SEP). I reluctantly accepted since I had already taken the 12 and 13th off from work. I dont know anyone that recovers from COVID in four days but I suppose Perma follows different protocols. I called work to get Friday off (16SEP) so that I could be present for the foundation repairs. Later that day, I received an email from a Perma Pier representative telling me that they had not checked the schedule correctly and that the next available opening wouldnt be until 20-21SEP. I dont have an option to haggle dates with this company so of course I agreed. 20SEP, 20 minutes after the crew should have arrived at my house, Perma Pier called me to cancel yet again for a 4th time because the crew was still working on another house. This makes a total of 5 missed workdays ($1,020.80) for me. Around ****hrs today, Perma Pier sent me a text apologizing for having to reschedule citing COVID reasons, . It seems Perma Pier cannot get their story straight as Im constantly lied to over and over again.

  

  Business response

  09/20/2022

  Unfortunately the interior of the home has moved since the original repair.  Our recommendation was to install interior pier and adjust the existing exterior piers under warranty.  Without installing interior piers we will be limited in how much we can lift the exterior.  It is the homeowners choice to install interior piers.  We can only evaluate a home in its current condition and recommend the repairs that are needed at that time.  We can not predict future movement.  We have experienced labor issues due to many reasons with Covid being one of those reasons.  We have apologized for having to reschedule the work and we are happy to honor our warranty.  We can have a crew there tomorrow.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought my house back in 2011, I knew that the foundation needed repairs. I had several companies come out and do bids and I decided to have Perma-pier do the job on 5/21/2012. I was supposed to have a lifetime transferable warranty. After they did the job, they had sealed up the cracks and it looked good. After time I noticed a big gap between the boards on the garage. I also noticed more cracks on the walls and the concrete where they put piers is broken and uneven by the garage. I called them to come back out 3 times and they did and said that it was normal settling and that there was nothing that they could do. I would like them to pay me back the amount I spent so that I can hire another company to do the job right. If this matter does not get resolved I would like a report on the *** website so that other people do not hire this company to do repairs that don't last.

  

  Business response

  07/28/2022

  We are happy to perform a warranty evaluation to determine if the piers need to be adjusted.  You can go to www.permapier.com to file a warranty claim.  The piers we installed are covered by a life time transferable warranty.

  Customer response

  07/29/2022

  Hello, this is *************************** and the message that Perma-**** sent you does not resolve my complaint. I have contacted them several times and they refuse to fix their work. Please do not let this message solve my complaint. The pictures that I sent you show the damage done by this company. 

  

  Business response

  07/29/2022

  We are happy to honor our warranty on the piers we installed.  The customer needs to submit a ********************** claim through our website and we will schedule an evaluation to see if the piers need to be adjusted.  We do not refund a customer if our piers need to be adjusted.

  Customer response

  08/01/2022

  Complaint: 17616542
  
  Hello, I am rejecting this response because: I have contacted Perma-pier 3 times to do a warranty evaluation the person doing the evaluation did not seem interested in trying to fix the problem. Instead, they told me that the gaps and cracks in my walls inside and outside were normal and that there was nothing that they could do. If you want to fix this problem, then contact me. ********** *********** 
  
  Regards,
  
  ***************************

  Customer response

  08/09/2022

  Hello, I am rejecting this response because: I have contacted Perma-pier 3 times to do a warranty evaluation the person doing the evaluation did not seem interested in trying to fix the problem. Instead, they told me that the gaps and cracks in my walls inside and outside were normal and that there was nothing that they could do. If you want to fix this problem, then contact me. ********** *********** 

  

  Business response

  08/09/2022

  We will send an independent 3rd party structural engineer to inspect the home.  We will contact the homeowner to schedule.

  Customer response

  08/10/2022

  Complaint: 17616542
  
  I am rejecting this response because: I am rejecting this response because nothing has been done to fix my foundation issue. They have scheduled an engineer to come out on 8/27/2002 at 9:00AM to look at my foundation. I will accept Perma-Pier's response after the work is done and I am satisfied with the results. I appreciate your efforts to try to resolve this issue.
  
  Regards,
  
  ***************************

  Customer response

  08/11/2022

  I am rejecting this response because: I am rejecting this response because nothing has been done to fix my foundation issue. They have scheduled an engineer to come out on 8/27/2002 at 9:00AM to look at my foundation. I will accept Perma-Pier's response after the work is done and I am satisfied with the results. I appreciate your efforts to try to resolve this issue.
  

  

  Business response

  08/11/2022

  Once we get the engineer report we can determine what needs to be done.

  Customer response

  08/12/2022

  Complaint: 17616542
  
  I am rejecting this response because: Perma-Pier has scheduled an engineer to come to my house at 9:00am on 8/27/22. After he gives the results, and I am happy with the work done I will accept the response from the foundation company. Thanks, and have a good weekend.  
  
  Regards,
  
  ***************************

  Customer response

  08/15/2022

  Perma-Pier has scheduled an engineer to come to my house at 9:00am on 8/27/22. After he gives the results, and I am happy with the work done I will accept the response from the foundation company. Thanks, and have a good weekend.  

  

  Business response

  09/02/2022

  This was rescheduled for 9/17.  The engineer tested positive for covid.

  Customer response

  09/03/2022

  Complaint: 17616542
  
  I appreciate you letting me know that the engineer has covid and will not be able to do the inspection.  I will be looking forward to meeting with him on the 17th. After the foundation work is done and I am happy with the results I will accept the response. Thank you and have a good holiday weekend.
  ***************************
  

  Customer response

  09/06/2022

  I appreciate you letting me know that the engineer has covid and will not be able to do the inspection.  I will be looking forward to meeting with him on the 17th. After the foundation work is done and I am happy with the results I will accept the response. Thank you and have a good holiday weekend.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They manipulated the foundation which caused a major break in the plumbing under the house and lead to approx $45,000 in repair cost. Conveniently they used a foundation company (Perma tier foundation) that is also the owner of the plumbing company (******************) and to no surprise the warranty of the foundation work does not cover plumbing costs. Considering the seller disclosures actually notes them turning toilets off to perform hydrostatic test is shady. All fixtures need to be in condition as they would be used (as confirmed by Roto-Rooter who repaired the issue) Our toilets didn't work which lead us to the problem of a completely broken main Sewer drain line for the home. Considering the toilets did not flush or would back up if attempted, there is no conceivable way they were unaware of this issue. It only took us one in person visit to identify the issue, and many inspections/troubleshooting steps to properly diagnose the issue. We have pictures videos and receipts of all work done to repair what was obviously broken. The shody craftmanship on other "repairs" in the home are one thing but the sizable cost of this one main portion is simply illegal and immoral

  

  Business response

  06/20/2022

  Perma-Pier was hired by Opendoor to repair the foundation.  We do not warranty or cover any plumbing related issues per our contract.  Any issues with the plumbing would need to be handled with the previous owner.  

  Customer response

  06/20/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  You are owned by the same company as the plumbing contractor who performed the test on the plumbing at the residence. Something this big and noticeable would have been identified and disclosed by any previous owner as we found it only being in the house less than a week. The toilets wouldn't work or backed up. It's rather "convenient" your sister plumbing company annotated having to turn toilets off when performing test because if they didn't then there is no way it would have. In either case you and the plumbing company would have been aware of the issue.
  
  
  Regards,
  
  
  *************************

  

  Business response

  06/21/2022

  Perma-Pier and Black Tie are sister companies.  There is no reason Black Tie would give a false passing test.  Black Tie would have had the opportunity to bid and do the repairs if any leaks were found.  Plumbing repairs are excluded from every foundation repair companies contract.  This issue needs to handled with the seller of the property.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/4/2012 starting date of transaction the service was completed, we began making payments on 4/27/2012 we where to make 96 payments at ****** for a total of $14,030.40 we ended up paying $15,444 for a differance of $1,473 . That is what we are asking for from Perma Pier of Arlington we have sent them everything proving what we paid. We keep geting told the manager has everything and well be in touch. this has been going on for a long time started back on 8/24/2012. We never got statements we made payment through the bank my husband finally checked into it and found we had over paid. when he first called they said we had not paid it off and they wrote it off? so I got all the papers together and sent them to them on 10/27/2021.

  

  Business response

  03/11/2022

  We wrote off the final $600 balance in June of 2021.  They did not over pay.

  

  Business response

  04/05/2022

  Our accounting showed a balance not an overpayment.  We have wrote off the balance.

  Customer response

  04/08/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  ***********************

  

  Business response

  04/12/2022

  Our accounting department has audited this account and verified we did not receive payment in full.  We have written off the remaining balance.

  Customer response

  04/19/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I have documentation showing how we paid
  
  Regards,
  
  
  ***********************

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PermaPier completed a foundation repair in March 2020. Since then they have repaired my driveway twice and different stairs several times. The last time driveway was replaced and several stairs repaired was on 8/31/21. Less than 5 months ago! The driveway is having the same issues of lifting from the house and the stairs are different sizes and not in code. I called and requested they send an actual engineer to see why this keeps occurring. They said they would but followed up with this statement.. if the issues were caused by something we did we will repair; however if the engineer states its because of the soil, theres nothing we can do. I feel theyre trying to get out of repairing my driveway and stairs! Of course the soil is shifting which was the reason for the foundation repair in the first place. I feel theyre hiring people who has no clue how to fix the issue! Not to mention they sent ****************** in August 2021, who informed me the pump inside the sump pump they installed was no longer working. He said someone would give me a call regarding it but he didnt think the pump was still under warranty! I hired a plumber to fix said pump and was told the pump was working. When Permapier came recently about the driveway and stairs I was told the pump is working as should; however, to much slack was left on the thingy holding the pump and they will fix because it was done correctly the first time! I need Permapier to make this right and not try to get out of repairs due to the shifting soil!

  

  Business response

  02/23/2022

  We have sent a third party structural engineer out the evaluate the issue.  We are waiting for his recommendation.

  Customer response

  03/01/2022

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 24,2020, PermaPier inspected and gave an estimated price for severe flooring issues. The PermaPier crew examined the living room, 2 bedrooms and kitchen from the crawl space underneath my property. PermaPier employee ****************** also recommended updating plumbing to current code for the warranty to be effective. PermaPier worked on my foundation on October 30,2020. However, after the work was done my foundation still had the same problem areas. I notified PermaPier multiple times before getting another inspection from engineer **** on August 3,2021. This resulted in more calls and an appointment with Warranty Manager *******************, who inspected and then asked if the other recommendation been done. I received an email report on September 16,2021 stating that an additional $9800 will correct my foundation issues.No additional recommendations were mentioned by any staff at any point, verbally or in writing. The representations made by PermaPier were dishonest and misleading under the Texas Deceptive Trade Practices Act, violating Section 17.46(b). PermaPier knowingly withheld information and made misleading statements about the foundation repair. I would not have entered into this agreement. You also failed to disclose information about a recommended repair that couldve solved the problems for my foundation.This is stressful and I would be disappointed if I must move from my home of 35 years. I am requesting a refund of $4115.80, as well as $5000 for the mental anguish caused over the past year. This letter is a prerequisite notice before I file a lawsuit. If we cannot come to a resolution in the next 60 days, I intend to pursue my claim in court. Please be aware if the suit is filed, you may be liable to 3x my actual damages, court costs, mental anguish and attorneys fees. Thank you for your attention to this matter. You may contact me by phone at *************) or by email ************************ to discuss resolving this situation.

  

  Business response

  01/03/2022

  Customer was provided an estimate and Engineering report. It has been explained to the customer that the movement to her house is a result of both plumbing leaks and poor drainage and that it has taken time to arrive at this conclusion because moisture is such a large contributing factor and her biggest problem and the source of the for the original call was because of a plumbing leak that was discovered. Additional work has been recommended as follow up assessments have been performed. The customer has been offered one final reset and re-shim to be done as a courtesy but any additional work would be at additional cost as has been provided.  All of the work recommended in the original contract was completed.  No one with Perma-Pier ever with held any information.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* was suppose to stabilize the foundation of my house. They installed piers and in the the process broke two drain lines. One to master bath shower and master bath tube. Summer of 2020 we experienced foundation issues again. Doors not closing and cracks in the sheet rock. Plumbers stated that the broken drains were a direct result from the foundation repair. We also now have crack in the pan in the master shower. My tile expert also stated that the crack is a result of the foundation repair work.

  

  Business response

  12/08/2021

  We installed 12 piers in 2019 for the customer.  The house had experienced significant settlement.  Our goal when installing piers is to lift the house back as close to its original position as possible.  Unfortunately sometime during this process plumbing can break.  Our contract specifically states we are not responsible for any plumbing related issue caused by the foundation repair.  This is standard in the foundation repair industry. A copied of the signed contract is attached.

*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. ↩