Complaints

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• Initial Complaint

  Date:12/28/2023

  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 contracted this company to handle foundation repair at the property address above and they were paid 5500 to repair the foundation for which they provided a paid receipt and a warranty. Now the foundation is uneven and they are refusing to honor their warranty and disputing the amount they were paid.

  Business Response

  Date: 01/16/2024

  Good afternoon, Mr. ***************** reason why we are not abiding by the warranty after showing to your property and getting the house to be leveled and adjusted and trying to find the interior piers which they dont exist is because upon searching my files,  I found that you have received the wrong warranty papers from the third ****** that you used to be in charge of your project. I found that I have sent the warranty for only the 18 exterior piers (as stated in the contract you have) but he has switched the papers and added to your warranty the piers diagram that was not part of our agreement. I Apologize for the confusion this may have caused to you and your tenant. But to reiterate this is a mistake from your 3rd party ****** that should be responsable for this. Im going to email you again with dates of the documents that we sent to your contractor that he should be responsable for it. 
  so far we have received false accusations from your end that give us bad reputation on public domains that would like to to be removed. 

  We will be glad to resolve this issues in the best possible way 

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  According to the signed agreement attached and the paid receipt dated 10/18/2021 Guatex was paid $5,500 to level the foundation. After being paid this amount ($5,500) Guatex provided my contractor with a receipts printed, signed, and date from their systems clearly stating they were paid $5,500 see pages 1,3, and 5
  Once the foundation begin to shift I personally called the owner of the company and he himself confirmed that this was the case before we scheduled the adjustment work. And that the amount paid would fully cover the adjustments needed at the property. Now Guatex is literally saying they lied to me on the phone, falsified receipts records, and falsified their own internal records by "accident"?? If this is the case at the very least they are confessing to fraud. All I am asking is that they refund my money or honor their word. Which is clearly worth nothing at this point.  
  Regards,
  
  
   
  

  Business Response

  Date: 02/14/2024

  Good afternoon,

   

  According to it clearly says we are honoring 18 exterior piers. That you have paid ***** dollars. We forward you the email showing you the plans and contract we sent your contractor. He switched the papers with the second estimate that included the option of interior piers. The contractor then provided you those documentations making you believe this was the work that was done. We will reforward these documents and have sent you a recorded video via transfer showing our system record with the dates. This video was never viewed by you.