Complaints

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased home in 2012, piers were already in place, received lifetime transferable warranty on new piers. Shaun came out 3/2021, made adjustments. Walls have cracks, contacted IFS 6/1/22, came right out took measurements of house. 7/1/22, said I need an Engineer, Robert with RCP came out said house 7inches off, also said need a plumber because possibility of leak. Jason the Plumber said i have leak in sewer, recommended foundation be repaired, before plumbing because work wont be under warranty if issue arise after foundation adjusted. 7/5/22 spoke with ******, explained information given to me by Engineer and plumber. Originally Shaun said we need a plan to see what need to be done to foundation. I spoke to Robert Engineer 7/14/22, he said he would speak to ******. Jason the plumber came out on 7/18/22. Spoke to ****** 7/21/22 said he will speak to Engineer, and have a plan for foundation. Shaun not once said it was my responsibility to get anything from Engineer, he specifically made the statement he will come up with a plan to repair foundation. After 7/21/22, have been calling his office leaving messages for Leah the office person pleading for him to call me, I called so much she said she would call me back, didn't receive return call from her she was patient and kind. Spoke to attorney Selim Taherz on 8/10/22 said in my letter be sure to say, "I will be bringing a lawsuit against him under the DTPA Act". When I sent e-mail on 8/12/22 ****** immediately responded, been trying to reach him since 7/22/22, I have been mentally stressed because my dining room floor is cracked, walls cracked, doors not closing and hard to lock front door and front bedroom has cracks and are now getting wider. Please help me I did everything he asked me as soon as I was able to get appointment they came out. He has been evasive and deceptive, said he would come up with plan to help me. Retired and have minimal amount of money. He lied in email, don't see him being honest!

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/08/15) */ **** contacted our office to have her home re-inspected, which we scheduled and did in a timely manner. What we found is that Mrs Davis waited way too long to have us out and her home went from being level 10 years ago when the work was completed, to being off over 7". Because of this, we did the right thing and had her contact the engineer that originally designed the repair plan, to give us direction on how to properly move forward. Mrs Davis did so, and the engineer recommended a leak test. She completed it and they found leaks. She did not have the leaks located, so the location and amount of leaks are unknown. She gave this information to the engineer who, as of this date, has not yet provided her with an engineering report for us to use as a guide to move forward. Mrs Davis's previous repairs are all under warranty. We are happy to help her, but we need her to get the engineer's report and recommendations. I informed her that since it's taking so long to get a response from the engineer in question, that she should ask for a refund and use a different engineer. I'm sure that this will still be difficult since she won't pay to have the leaks located, but we are not involved in that aspect and only want to help with the foundation work however we can. We at IFS hope that Mrs. Davis is able to get the engineering report resolved and an updated report to us for us to follow. IFS prides itself on almost 2 decades of business and thousands of happy customers. If Mrs Davis will work this out with the engineers, I'm sure she will once again become a happy IFS customer. Finally, IFS is not an engineering firm. We explained that IFS cannot dictate a repair plan to the engineer, which is why we directed her to them originally. They are licensed and work independently from foundation companies. I'm sorry that she thinks we lied. She's older and retired and I don't think they fully understand the process after explaining it multiple times. We will not and would not be deceive the elderly or anyone else for that matter. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) In 2021, IFS adjusted my foundation, so it has not been 10 years as he stated; 7/14/22 Robert Engineer RCP stated he will speak with ****** @ IFS after he took measurements and give to him, also he informed me I have a leak. I called IFS 7/18/22 and Leah office person gave me number for Hole in One plumber, Jason came out 7/18/22, stated there is leak in sewer, he recommended get foundation adjusted first because repairs to plumbing will not be under warranty, After foundation is adjusted called Jason back and will pay $375 to locate exactly where leak is at. 7/19/22 left message for ****** to call so I could relay information, didn't receive a call back. Called ****** 7/21/22 told him what Jason the plumber said, I have know knowledge if that was the way to do leak repair,I was going by what plumber told me. Shaun made it clear to me when he first came out that I needed Engineer so he could come up with plan to fix foundation, everything I was asked to do I did it. Shaun made it clear to me he would speak to Engineer, as well as Robert made clear he will call ******. I am very concerned my floors have cracks, walls have cracks doors hard to lock because of shift and hard to close. After 7/21/22 I have continuously called ****** office and left messages, know response until 8/12/22 sent email I was going to file lawsuit in 60 days with DTPA Acts because he has ignored my calls and not addressed my situation after several times making statements he was seeking plan to repair foundation. All this damage in my home, is going to be costly to repair. Had he just returned my calls and kept his word to devise a plan for my foundation we would not be here. He still haven't shown work ethics are common courtesy to advise me of what plan he have for my home I have spoken with Robert several times to give me measurements he took have not received yet, he said he spoke with Robert. I realize Shaun may have other jobs I just needed him to communicate to me what can be done. Cracks in front bedroom are now widening out. Please I just need my home repaired, I don't understand why now he is avoiding making repairs are returning my call, let me know something, this is not in my understanding the way to resolve making repairs on foundation. Don't understand what could I have done that he wouldn't are want call me to discuss foundation repair. This is unbelievable. I reached out to BBB, because it don't make since for me to have to call and plead with Leah for him to make the necessary adjustments he said he would. I have a warranty on piers. Why is he not contacting me and making necessary plans to adjust foundation, I don't understand. Thanks in advance for hearing my situation, truly I am in a bad situation,and will not be able to resolve issue on my own. Business Response /* (4000, 9, 2022/08/18) */ As stated, the piers were installed 10 years ago. My email to the customer after my inspection in June is included here - and you can see that I recommended an engineer and offered a referral. She chose to go with someone else. IFS has no control over the engineering reports or plumbers as they are Licensed in their own fields and we are only able to make recommendations in our company. We spoke with the engineer per her request, but they did not provide us with a repair plan, only that they recommended plumbing tests. Upon my 2nd conversation with the engineer, he recommended that she have the leaks located so that they can better ascertain why the foundation is moving, but **** stated that she was not going to do this per her conversation with the plumbers. I spoke with the office at Hole In One and they stated that they do NOT make those types of recommendations but do state the repairs should be made to the foundation before they repair the foundation. And IFS agrees with this. Mrs Davis is just not understanding this entire process, and I'm sorry for that. HOWEVER, Mrs Davis did respond one day after this BBB Filing and emailed me the engineering report that was dated August 11th. I'm not sure what the issue is, but we didn't receive the report for a week after it's dated. I'm including my original email to Mrs Davis with my findings and recommendations as well as her email to me showing that she just sent me the report on August 17th from the Engineer. I'm also including the engineering report so that you can see the dates and recommendations. IFS will be bidding the report for the new pier recommendations and warrantying the original piers (Adjustments are at no cost to the customer per our agreement). Consumer Response /* (4200, 11, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, BBB for your help in reaching out to IFS, they stopped responding to my calls and did not reach out to me until I sent email stating they were in violation of being evasive and deceptive according to, DTPA Acts, and once I contacted your company, finally got a response from IFS, that is only what was needed to get IFS to respond to my calls. I received email advising cost to repair foundation and a call from Leah office person, know verbal from ******, which is fine. I am unsure without communication from him how we will have an understanding are dialogue about work to be done. I am not trying to slander IFS, but the evasiveness disturbed me at my time of greatest need to get foundation repaired. ****** is making statement about what I didn't do, had he took the initative to work WITH me it would not have come to this complaint. Robert at RCP and IFS, have been contractors in the past on this house. RCP and IFS led me to believe they were communicating with each other, RCP kept saying they would send report and when he did some kind of way the date on report was not same date he forwarded report to me. I had hoped IFS and RCP had been more responsive in working toward resolving my issue to work, WITH me.

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