ComplaintsforiFIX Construction

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 IFix Construction made repairs to my home. The company requires full payment the day work starts. In exchange they completed the work as agreed and provide a lifetime warranty. During the install, I was told I could call anytime in reference to the warranty and the company will come out and inspect the home under the guaranteed warranty. The warranty disclosure also covers movement in the foundation. I did email the company requesting the proof of payment and warranty information be sent to me via email after all the work was completed. This month 2/2024 I noticed an exterior fracture and called the company to come out to inspect the work they completed under the guaranteed warranty. I was told I could only complete this request by sending an email to a yahoo account, in which I did. I received an email response indicating I can schedule someone to come out to the property for a fee of $150. *****, I am writing this complaint because the required fee to honor the warranty was not disclosed to me prior to the work being completed. The company is required to properly inform customers regarding the fee related to the warranty upfront. If I was made aware of this fee, I would have went with another company. **************** provides a lifetime warranty and does not charge a fee to inspect the property. Please look into this as I believe this is an unfair business practice. The company has a duty to provide this detail to the consumer so an informed decision can be made. Additionally, withholding this information is misleading and deceptive in nature.

  

  Business response

  02/19/2024

  Dear Customer 

  
  

  Thank you for reaching out and expressing your concerns regarding the inspection fee. We truly value your feedback and the opportunity to clarify our warranty and service procedures. 

  
  

  At IFix Construction, we stand firmly behind the quality of our work and the warranties we provide, including the lifetime warranty offered for the repairs made to your home in 2019. Our commitment to our customers is paramount, and we aim to resolve any issues that *** arise with the integrity of our workmanship at the forefront.

  
  

  Regarding the inspection fee, please allow me to explain our policy and the rationale behind it. Our policy to charge a nominal fee for property inspections was implemented to ensure that we can continue to offer our dedicated services efficiently and sustainably. However, it's important to note that this fee is not merely an additional charge but a part of our comprehensive service guarantee. 

  
  

  **Here is our commitment to you:**

  - **Inspection Fee Waiver:** If upon inspection, it is determined that the piers have shifted or if there's any defect in the work we previously completed, we will not only adjust the piers at no extra cost but also waive the $150 inspection fee.

  - **Structural Engineer Inspection:** We understand the importance of assurance and transparency. That's why we offer the option for an independent structural engineer inspection. Should you choose this route and it is found that our work is defective, we will cover the cost of the engineer's fee.

  
  

  We take pride in our work and our customer service record. Unlike experiences you might have heard about with ***************** IFix Construction is committed to honoring our warranties and ensuring our customers are satisfied with our work. We have consistently maintained this promise, as evidenced by our track record of resolving customer issues promptly and efficiently, without any complaints regarding our inspection fee policy. 

  
  

  Your peace of mind is important to us, and we regret any misunderstanding regarding our policies. We believe in transparency and are dedicated to ensuring our customers are fully informed about our services and warranties. It appears there was a lapse in communication regarding the inspection fee, and for that, we sincerely apologize.

  
  

  We are ready to schedule an inspection of your property at your earliest convenience. Please reply to this email or contact us directly at ********************************* and we will make the necessary arrangements. Our goal is to address your concerns promptly and to your satisfaction.

  
  

  Thank you for bringing this matter to our attention. We look forward to resolving this issue and continuing to serve you as a valued customer of ********************.

  
  

  Warm regards,

  
  

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

  IFix Construction

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had foundation work done in 2018 and 3 years later my house to crack again, they said it was a plumbing issue and, which once they said they fixed the house they send there own plumber to tell you that there is a leak(I think this is just to cover them) i had plumber come out and the fixed the leaks right after the foundation work ,within that 3 years as the house settled, it started cracking.when i called them they told me to get a plumber test. and I did. I now have been calling them for about 6 months and they will not answer the phone or return my calls, which I am suppose to have a life time warrant on there work

  

  Business response

  11/06/2023

  Dear Customer

  
  

  We are truly sorry to hear about your dissatisfaction, and we appreciate the opportunity to address your concerns. Our goal is to ensure every customer is fully satisfied with the service we provide.

  
  

  Firstly, we would like to clarify that we always engage independent, third-party plumbers to maintain objectivity and fairness in our assessments. This practice is standard to ensure that all inspections and subsequent recommendations are unbiased.

  
  

  Regarding your experience, it is essential for us to highlight that our records do not indicate any communication attempts from your end in the past six months. However, we understand that there might have been misunderstandings or issues with communication channels, and we apologize for any inconvenience this may have caused.

  
  

  During our warranty inspection, we identified that 13 piers needed adjustment. To proceed with the warranty work, we requested a plumbing inspection report. This report is critical in determining the next steps to ensure that any adjustments made to the foundation are appropriate and will not be compromised by unresolved plumbing issues.

  
  

  We stand by our commitment to honor our lifetime warranty and are prepared to schedule and perform the necessary adjustments. To move forward, we kindly ask you to provide the plumbing inspection report as previously requested. Upon receipt and review of this report, we will promptly arrange for the warranty adjustments to be made.

  
  

  Your satisfaction is our priority, and we are eager to resolve this matter to your contentment. Please send the plumbing inspection report at your earliest convenience to ******************************** or contact us directly at ************ and we will ensure a swift response.

  
  

  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.

  
  

  Sincerely,

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

  

  Business response

  11/07/2023

  We would like to provide an update on the claim filed by our customer concerning the foundation work completed in 2018 and subsequent warranty service.

  
  

  In alignment with our commitment to customer satisfaction and the integrity of our warranty protocol, we had previously requested a plumbing inspection in 2021 to determine the next steps for warranty adjustments. This inspection is vital in ensuring that any foundational adjustments are not undermined by unaddressed plumbing issues.

  
  

  While we awaited this report, we maintained open communication channels for the customer to submit the required documentation. On November 6, 2023, we were notified of the customer's concerns through a ******************** complaint, which we responded to promptly.

  
  

  Upon speaking with the customer, we learned that the plumbing inspection had indeed been conducted this year and revealed a plumbing issue near the bathroom area. This finding validates our initial concerns that a plumbing problem could potentially affect the foundation's integrity.

  
  

  We are now in receipt of the plumbing inspection report and can confirm that our approach was both necessary and prudent. Our immediate response upon receipt of the complaint and the subsequent discovery of a real plumbing issue demonstrate our proactive and customer-focused approach.

  
  

  We are ready to schedule the warranty adjustments now that we have the full picture of the situation. This instance serves as a testament to our dedication to resolving issues thoroughly and efficiently, ensuring that our customer's homes remain stable and secure.

  
  

  We appreciate our customer's cooperation and are eager to complete the adjustments to fulfill our commitment to their home's stability.

  
  

  Thank you for your patience and understanding

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