Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint with Olshan in ******* due to the fact that the company closed office in my state, and this is the location I found as Olshan headquarters.During February 2025, we noticed that our basement was leaking along the perimeter of the wall. We located our paperwork from Olshan which was provided by the prior homeowner. This includes Olshan's Wall Lock Lifetime Warranty, and Water Lock Lifetime warranty for our address. We attempted to contact them by phone, and have left multiple messages with no response. Through a service request email, a representative told us we are "outside of the service" area and was completely unhelpful. I will upload the email thread, as well as the documentation for the Water Lock and Wall Lock lifetime warranty certificates which specifically state "This warranty is completely transferrable to all future owners of the home" and "if any adjustments are required during the life of this home our company or another designated Wall Lock contractor will re-tighten all areas". Olshan needs to uphold their contract. If they do not have a firm in this area, they need to send a Wall Lock contractor.

  Business Response

  Date: 03/05/2025

  Unfortunately, this complaint is for work completed outside of Olshan Foundation Repair of Dallas's service area.  The customer appears to be located in *********  Olshan Foundation Repair of Dallas is independently owned and does not service warranties held by other vendors. 

  Business Response

  Date: 04/07/2025

  Unfortunately, this complaint is for work completed outside of Olshan Foundation Repair of Dallas's service area.  The customer appears to be located in *********  Olshan Foundation Repair of Dallas is independently owned and does not service warranties held by other vendors. .

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Olshan Foundation completed work on my foundation without the required city permit and inspection.The City of ********** requires permits for foundation work. In FW, it is the responsibility of the foundation company to obtain a permit before the work is completed and an inspection after the work is completed. I requested a copy of the permit and the inspection from Olshan when the foundation work failed approximately six months after the work was completed. Olshan has not produced the permit or the inspection, in all these months and after many requests. If the foundation work was completed without the required City permit and inspection, the unpermitted work will have to be reported when my house is sold and will significantly decrease the value of my house. I began requesting a copy of the permit in March of 2024. As of today, I have not received a copy of the required documents and the City of FW does not have a record of the required documents. I paid $14,000 for the foundation work. In the last email I received from Olshan, May 10, 2024, the general manager said, "The permitting department is reaching out to the City of Ft. Worth with the scope of work that has been completed at your home to make sure it is reviewed, and the engineer signs off. As that comes through, we will provide that information to you. The city itself does not come out and do any type of visual inspection." I have contacted the **************** numerous times. They have no record of a foundation permit or inspection for my house, and no record of Olshan working to secure any docs pertaining to my house, as the general manager said was the case. I asked Olshan to provide the name of the person at the City of FW the company is working with, but was not given a name. I asked for Mediation through ************** then emailed Olshan and called and notified the general manager's secretary of the request for Mediation. Olshan never responded to my request for Mediation.

  Business Response

  Date: 04/16/2025

  I have attached the City of ******************* Inspections "Construction Plan Review Comments" showing the permit was closed and "finaled" back in May of 2024.  Please feel free to reach out to us if you have any additional questions.

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 30th We met with a representative from Olshan Foundation. We went over the assessment, and scope of work including the estimate for the service. The deposit was $700. We were concerned that there was legal issues with the previous home owner being liable for the damage and the representative assured us that they would put a hold on everything including the check we wrote. we agreed to put everything on hold because this would take time to go through the legal discovery and that deposit would be used to start the process including permits which is a time limited item. a week after the agreement was made, they cashed the check. Ive made several calls to the office requesting a call back from a supervisor (since im told by their staff that a supervisor must be used in this instance) yet their supervisors have yet to return my calls. they have sales **** call, but by their own policy, only a supervisor can deal with this issue. so far ive been told that there is no way, nor intent to return the money. no services have been rendered for which the money was designated, and its was their idea to put everything on hold. they just decided to go against what they recommended and cashed the check. side note, i have specifically asked for a copy for the contract a couple times now and that has been kept from us as well. we met on Nov 30th, agreed to put everything on hold on Dec 1st. Dec 11 they cashed the check. and today. Dec 13, we still dont have a copy of the contract. I do not have a contract as it has yet to be provided. but i do have recordings of our phone calls that verifies everything ive stated and will provide them upon request

  Business Response

  Date: 12/19/2024

  Our office received one call from Mr. ********** on December 12th, and a follow up call was made to him by ****** **** the same day in regard to his request for the deposit money to be returned.  I have included a copy of the Agreement that does have the customer's signature on it, and details that the $700.00 deposit is non-refundable.  Unfortunately, there is no way for us to "hold deposits", nor would there be any reason to withhold a document that was signed by the customer himself.  Mr. ********** is more than welcome to reach out to our office at ************ at his earliest convenience to provide us with an updated email address if he is still not in possession of the executed document.  I have emailed the address we have on file.

  Customer Answer

  Date: 12/19/2024

  I am rejecting this response because:   as i stated in the original complaint. The check was written with the promise that it would be held and not deposited until we resolved the legal issue. This was absolutely a shame and upon clearly specific request for a call back from the supervisor, it was pawned off on a sales rep. **** ridiculous that it takes me filing a BBB report to get a response from managent. This behavior(in regard to the money) is absolutely deceitful and predatory in nature. Thus I am asking for my money back

  Customer Answer

  Date: 12/19/2024

  I need to ask. So I just realized I very likely have audio recording supporting my claim. Can my response to the business be edited so they are aware and do we have a way to send the video?

  Business Response

  Date: 12/19/2024

  I apologize; however, it is unclear what exactly the customer is stating he has in audio recordings as evidence of.  We have not denied cashing the check, as it was a non-refundable deposit that is clearly defined in the signed Agreement with the customer.  If there was a discussion about holding the payment and not depositing it until further notice, please feel free to email us at **************************************************** and we will be happy to review.  We will return the deposit paid if that was previously agreed to by any of our staff.  Our notes show that the Agreement was not cancelled and is pending scheduling due to Mr. ********** seeking legal counsel regarding disclosures at the time of purchase of the property.

  Customer Answer

  Date: 12/19/2024

  I am rejecting this response because:   Okay i will be very clear. Prior to signing i voiced concern for legal liability of the previous owner. (This is what the recording proves) your *** assured me that if I sign over a check and contract, olshan would hold it and not cash it until we were able to explore the legal implications and decide to begin the work. You then cashed the check immediately the next morning. I will provide you a copy of the recording at my earliest availability. Yes I signed the contract, with the assurance that it wouldn't be cashed until we were ready to move forward. I'm only comminating through the BBB to have a 3rd party involved to show i tried, and give you a chance to see the situation as it is. No hear-say, Your employee committed that you (olshan foundation) would not cash the check. I'm willing to accept that you were unaware and thus I requested to speak with a manager. Yall elected to not have a manager speak with me so now I have to move onward. If olshan is unwilling to return the funds they obtained under false pretense then my only option is to raise awareness of these practices publicly. As for not canceling the contract. I had hoped we could resolve this and move forward but it's clear that's not your intent 

  Business Response

  Date: 02/05/2025

  We voluntarily decided to refund the customer the deposit as a onetime courtesy.  The check was issued 1/16/2025.

  Customer Answer

  Date: 02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home has a cable lock system of which I have a lifetime warranty. I have been trying to contact this business by phone and email for the last 6 months. Each time I call any number listed for the business it doesn't route me anywhere and it hangs up the call. I emailed them and they never emailed me back as well. The interior of my home is sinking and I need some answers.

  Business Response

  Date: 10/25/2024

  I noticed that your information shows an Oklahoma address.  Was the home that had repairs located in OK or in the DFW Metroplex?  If your repairs were made in ********, unfortunately, you are outside of our service area.  There is an Olshan location in that area and their telephone number is ************.  Please feel free to reach out to us at ************ anytime between 8am-5pm Monday-Friday.  We are happy to help!

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complaint is about Olshan not responding after the initial assessment.We bought the property in 2016 and called to confirm the warranty transfer was successful and were told if we noticed any cracks in the walls or doors that won't shut properly to call and they would come out and fix the problem at no cost to us as per the warranty. In July of this year, we did notice cracks starting to form in the same places that had been patched from the previous repair so we called. We were given the # to the warranty department and to speak to Jasmine the following Monday and she would help us. We called and she was very helpful in setting us up a meeting with ***** so he could take measurements and get the team scheduled to make the adjustments. The appointment was for July 25th, but ***** asked us to reschedule for July 31st. The cracks were becoming worse, but we were confident Olshan would get the issue fixed. ***** came on the 31st and confirmed the house had shifted in the same places the previous work was done, but apparently the information from the work in 2008 was not in their system. He only had information on the repair that was done with the warranty in 2016.I have the documents I was sent about the warranty which includes the original contract and schematic of the work done in 2008. I did not have the info from the 2016 repair and asked for a copy of that info and ***** told me he could get that to me. He was also having issues with his work tablet and said he would have to call us when he got into the office to schedule the team to come out. We got an auto text Aug 5 saying he scheduled a meeting with us at 7pm. I texted him to ask about it and got no response and nobody showed up at 7. We have also called the office several times in the last 2 weeks and she seems genuinely confused why ***** isn't getting back to me. I called Aug 19 and asked for a manager and was told they were in a meeting, but would call me back. I have still not gotten a call.

  Customer Answer

  Date: 08/21/2024

  The company reached out to me and set up an appointment to discuss the adjustments included in the warranty and they suggested adding more pilings as well. 

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 19, ****** **** sold me a "solution" to my sinking concrete patio and sunroom. The work was completed on Mar 7-11. The issue was that my concrete patio does not have rebar reinforcement and is sinking and cracked. We discussed replacing the concrete, but he recommended instead a cheaper solution to place piers and seam the cracks. He assured me this solution would be "epoxy-ready" so that I could extend the life of my patio. The solution he sold me was $11k. Replacing the concrete was more like $25-30k. So based on his recommendation, I agreed to the repairs. After the work was done, my patio / sunroom is still a mess -- and I believe I'm still going to have to replace the concrete. The concrete is still completely cracked and uneven -- the seaming they did was completely surface level and didn't even cover all the cracks. I've had two different, independent epoxy guys come look at it, and neither will touch it -- they are telling me it would cost $15k+ for them to get it looking better, but it still wouldn't be perfect. They are also telling me they would have to rip out the seaming that Olshan did because it was done so poorly. They are also concerned about continued movement. On Apr 1, I tried reaching out to Olshan and no one will return my messages. I want my money back. I want someone to call me THIS WEEK and offer to make this right.

  Business Response

  Date: 12/19/2024

  Our records indicate that work was completed in March of 2024.  Since that time, we show no records indicating any contact has been made with our office in attempt to schedule a warranty evaluation or express concerns with the repairs completed.  We would be happy to send out a technician to review the current state of the patio, and if adjustments are needed under our warranty, we will be happy to remedy the situation.  Please feel free to reach out to our office at ************ Monday-Friday between 8:00AM-5:00PM in order to schedule an inspection.

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to contact Olshan Foundation of Dallas concerning an installation they did at my house. I have tried to contact them repeatedly. They will not respond to my online emails. They will not return my calls. They are apparently trying to avoid talking with me about the issue. This is not right.

  Business Response

  Date: 08/01/2023

  **************** has asked us about some doors that are in the house away from the actual work that was performed. We have sent **************** the drawing of this homes showing what area the pilings affect the house. We did go out and adjust some doors and a sign of goodwill. We also went out and took out the glass door on Saturday that they requested us to heip them with. Please tell me what your concern is. I have not received any messages from **************** so apologize if I have missed anything. Please be detail in expressing your concerns.

  Customer Answer

  Date: 08/01/2023

  I am rejecting this response because:   

   

  I am rejecting this response because:   
  
  Does not correspond to anything done at my house. They must have the wrong file. My issue is with the root barriers which were installed in front and back. This has nothing to do with pilings or doors. If they had contacted and talked to me, all this confusion could have been avoided. I am still willing to talk with them by phone. Otherwise, the complaint is in place.

• Initial Complaint

  Date:09/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a general contractor and had to have this company come out to to do warranty work as well as new work for an 80 unit condominium complex. We have been attempting to work with them since January and the reports were supposed to be completed by June in order to move forward with this project. They are not responsive and have repeatedly lied about their intentions of producing reports in a timely manner for us to complete our contractual obligations. The delays are starting cause unnecessary financial burdens. Richard Solsberry has been our contact person as well as his manager Paul both promised these reports would get done in a timely manner which did not happen. What we are seeking is for them to finish the job before we are forced to resolve this by legal means.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/23) */ This is not a Dallas specific customer. I believe this should be sent to the Olshan Houston office.

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my driveway lifted (01-Aug-2022) as it was starting to sag on the right side near the garage and on the left side near the sidewalk. The area by the garage is almost back to where it needs to be (still a little short) but the area by the sidewalk did not lift. After I complained, a production supervisor did indeed come out today (17-AUG-2020) to look at things. They did offer to cut some rebar and try again (I do not want to pay more money), but I believe that will compromise the long term health of my driveway and do not want them cutting into it. I added the diagram of my driveway so the work has a visual. The 85 sq ft and 55 sq ft by the garage moved back into place for the most part and I can live with it. The 99 sq ft by the street never moved and not a single drop of foam was injected in the 116 sq ft area (not a single drill hole). The bottom line is that 70% or so of what I paid for was not completed. The total bill was $2100 for 355 sqft of repair and only 140 sqft was completed according to the contract. The 99 sqft area never moved and the 116 sqft was never attempted (no drill holes at all). A refund of $1272.80 for unfinished/unrepaired 215 sqft is fair so that the price paid equals the work completed. I figured it at $5.92 per square foot when the billed is divided equally across 355 sqft.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 9, 2022/09/20) */ Olshan went back out to Mr. ****'s home and made adjustments to his driveway with poly. We believe Mr. **** to be pleased with the results. Consumer Response /* (2000, 11, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Olshan did return and inject the portion of the driveway that was previously untouched. I appreciate the assistance of the BBB as well as Olshan's desire to make a remedy. While not 100%, I am still satisfied with the effort to resolve.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about March 27 2022 we had Larry C******* come to our house to look at our foundation concerns in the front of our house ( living room and garage ).. we showed him the damage that we wanted repaired in the front of the house. he made a plain to fix this stating they would need to lift the right side of the house (living room) and the rear of the house left side of the house... i asked why the left rear as the damage was in the left front of the house. He assured me that this was the problem that he had years of experience in this type of repair. We signed the contract to have the work done and it was preformed on the 29th Day of March, 2022. During the time the work was being preformed, my wife and I were home. As they were lifting the rear of the house, we both kept feeling the house lift and fall with a very loud booming noise. No member of the crew entered the house at any time while this was occurring and did not seem concerned with what was happening while we were both quite concerned. At the end of the day, they stated the job was finished. As I inspected the work, I noticed nothing in the front of the house had changed for better or worse, and with further inspection that day, noted that there were broken bricks in the wall, windows were pulled away from the house, doors were not opening at all, counters pulled away from the kitchen wall and numerous large, wide cracks in the interior walls, outdoor siding has large gaps and a few pieces of the siding have dropped. The work crew stated to give it a few days and allow the foundation to settle. Waiting a few weeks, nothing had improved so we contacted the company again. On the 24th Day of June, they decided to come back out and lower the house to it's original starting point in the rear. A total of 9 columns were lowered. On noticing when the house was lowered, a lot of the damage has changed for the better but still would need repairs and repainting. The doors seem to function normally.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/08/19) */ We send a breakdown, in a release format for additional work at no charge to the customer. And we are willing to repair the siding, area around the window and expansion joint. We are trying to perform the install this Saturday August 20,2022 if Mr. ****** agrees with this date. if not then the following Saturday August 27,2022 Consumer Response /* (3000, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) we did receive your release. after having to looked over we have been advised if we signed your release we would have no recourse for all the damage that was caused from the rear of our house being lifted and lowered back to its original starting point. if you want to send a new release we will have it looked over again. i think it's best to get a refund of the 9 pillars that where taken back to the starting point as we have lost confidence in this. i think this is a fair solution. the refund of the 9 pillars would not even cover the cost to have all the damage repaired to the condition before the lifting of the rear of the house that didn't need lifting. please keep in mind that there was no damage in the rear of our home prior to the work being done and have a number of people that can and will state this if needed. Business Response /* (4000, 11, 2022/10/27) */ Olshan Foundation Solutions agrees to refund Mr. ****** for the 9 pilings which would come to the value of $6210. In order to agree to do this Olshan would still require a release be signed in order to release the money back to Mr. ******. Consumer Response /* (2000, 13, 2022/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)