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:09/08/2023

  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 purchased a home primarily because of the warranty on the foundation work, which the previous owner invested over $22,000 in. Unfortunately, the process of transferring the warranty for necessary adjustments was a month-long ordeal filled with hurdles. In the end, I was informed that they essentially did a patch job on the house, requiring an additional $11,000 for completion. Shockingly, the warranty still hasn't been transferred, leaving me with no choice but to seek assistance from another company. The quality of the home repair work is subpar. It's baffling that a company would take on a project without ensuring every necessary step is taken to ensure the foundation is properly fixed. I deeply regret not choosing a different company five weeks ago. This experience has been an absolute nightmare. Prior to hiring this company, I strongly advise conducting thorough research and obtaining quotes from alternative providers. Both the previous homeowner and I had a regrettable experience, feeling we were unfairly taken advantage of.

  

  Business Response

  Date: 09/08/2023

  We appreciate you taking the time to get in touch with us. We understand that the situation may be a bit confusing, particularly because you were not the homeowner who originally entered into agreements with us. The warranty for this home has not been transferred due to an ongoing plumbing leak issue.
  
  Once this plumbing leak has been properly addressed and resolved, we will be in a position to perform a thorough evaluation to ensure the integrity of the foundation repair. The good news is that when the initial repair work was carried out, it was done under the guidance of a reputable structural engineering firm. You can find the relevant documents attached to this message. The engineer endorsed the initial repair plan and, following an onsite inspection, confirmed that the repairs were conducted in accordance with the ***** IRC code. Therefore, you can have confidence that the initial repairs on your home were of excellent quality.
  
  However, it's important to note that when we undertake repairs on homes, we focus on the specific areas of the home that are experiencing issues. It's not uncommon for other parts of the home to face challenges, particularly in cases where there has been an active plumbing leak over an extended period. Our hope is that once the plumbing leak is repaired and the soil has had time to dry out, the overall structural stability of the home will improve. Plumbing leaks can indeed have a detrimental impact on homes and lead to structural instability.
  
  We kindly request that you forward the results of the plumbing test as soon as the leak has been successfully addressed. Once we receive this information, we will be more than happy to discuss the next steps with you. Thank you once again for reaching out, and we eagerly anticipate the opportunity to work with you to resolve these matters.

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   As I previously stated, the seller paid for the foundation work, not me. I also attached the receipt. I was in the process of trying to get the warranty transferred when the company let me know that the water test had previously failed. The water was not even activated when I reached out to ************* and I had no intention of turning it on until adjustments were completed. I stressed that I did not want to have plumbing work done before adjustments so that I would not have to pay a plumber twice in case the adjustments damaged the plumbing work. I have owned ******** and I currently own 6. I have never had a foundation company ever require this. It is well known that foundation work will damage plumbing. Which is probably what happened when ************* finished their selective foundation work unless the pipes were already broken and *************, knowingly, still did the work. Was a plumbing test required prior to the work because you all just stated that there was an ongoing leak but you all still did the work Nonetheless, I have provided the project manager records of the plumbing being repaired. If there were leaks the ****************** would not have passed my plumbing work. It was also implied by an employee that my plumber was not licensed, which he is. I provided these results and I was still told that the house needed an additional $11k worth of work since the work that was previously done was, again, selective. So the structural engineer stamped the report although I was told that everything was not completed? I was told that only some repairs were completed. Structural engineers stamp partial work? I am very confused on this matter. I would think that if the full integrity of the foundation is not able to be rectified then the job should not be taken. How can you fix a portion of the foundation and leave the untouched areas compromised and jeopardized. I dont expect to gain anything through this dialog. Ultimately, the seller paid a hefty amount of money unecessarily. This would be a $35k foundation job in the end if I were to continue with this company. Homeowners please do your due diligence and beware. If $22k can only get you selective repairs, you should consult with more reputable and upstanding companies. 

  

  Business Response

  Date: 09/22/2023

  We appreciate you taking the time to get in touch with us. We understand that the situation may be a bit confusing, particularly because you were not the homeowner who originally entered into agreements with us. The warranty for this home has not been transferred due to an ongoing plumbing leak issue.
  
  Once this plumbing leak has been properly addressed and resolved, we will be in a position to perform a thorough evaluation to ensure the integrity of the foundation repair. The good news is that when the initial repair work was carried out, it was done under the guidance of a reputable structural engineering firm. You can find the relevant documents attached to this message. The engineer endorsed the initial repair plan and, following an onsite inspection, confirmed that the repairs were conducted in accordance with the ***** IRC code. Therefore, you can have confidence that the initial repairs on your home were of excellent quality.
  
  However, it's important to note that when we undertake repairs on homes, we focus on the specific areas of the home that are experiencing issues. It's not uncommon for other parts of the home to face challenges, particularly in cases where there has been an active plumbing leak over an extended period. Our hope is that once the plumbing leak is repaired and the soil has had time to dry out, the overall structural stability of the home will improve. Plumbing leaks can indeed have a detrimental impact on homes and lead to structural instability.
  
  We kindly request that you forward the results of the plumbing test as soon as the leak has been successfully addressed. Once we receive this information, we will be more than happy to discuss the next steps with you. Thank you once again for reaching out, and we eagerly anticipate the opportunity to work with you to resolve these matters.