ComplaintsforStratum Foundation Repair

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to express my dissatisfaction with the foundation repair services provided by Stratum Foundation Repair for the property located at ********************************************. The repair was conducted in February 2023, and unfortunately, the house is already exhibiting signs of foundation issues again within a year.Specifically, in the central area of the house, the ceramic tiles near the kitchen island have started to pop up, with an elevation difference of approximately 3 inches, as documented in pictures provided by the tenant. I have attached both the original repair contract and the new images depicting the damage on the floor for your thorough review.I am seeking your assistance in facilitating a prompt response and resolution to this matter. It is imperative that Stratum Foundation Repair addresses and rectifies the recurring foundation problem, given the significant and rapid deterioration observed since the initial repair.I appreciate your attention to this complaint and trust that the Better Business Bureau will help ensure a fair and timely resolution.Thank you for your assistance.Sincerely,******************* ************ Internet phone, **********************

  Business response

  01/31/2024

  Dear *********,
  

  I'm sorry to hear about the issues you are having with your tile. We have received and carefully reviewed your complaint regarding the foundation repair services conducted at your property in February 2023. We appreciate the opportunity to address your concerns and want to reiterate our commitment to resolving this matter.

  We understand the importance of your concerns. This is the first time we are hearing about these problems. As, you did not reach out to us directly before filing a complaint. As the field supervisor I have tried to contact you directly, but I regret that my initial attempts to communicate with you have been unsuccessful. We believe that direct communication is vital in promptly addressing and resolving any issues that *** arise.

  Upon reviewing the terms of your warranty, we would like to emphasize that, as stated in the signed contract, our ability to address foundation issues is contingent upon certain preconditions. Specifically, before we can proceed with adjustments to the piers, we require an evaluation from a structural engineer and a clean leak test, as outlined in the warranty agreement.

  To proceed with addressing the foundation issues:
  You would need to hire a structural engineer to evaluate the home and have a licensed plumber perform a leak test, as specified in the signed contract. This is to protect your house from repairs that might not be needed. If there is an underlying condition such as a leak. 
  Once the engineer determines that adjustments to the piers are necessary, please provide us with the engineer's report, and we will promptly schedule our crew free of charge for the required repairs.
  It is important to note that, as per the terms of the warranty, we cannot commence work on the property until a clean leak test and a report from the structural engineer have been submitted.

  We value your business and are committed to resolving this matter. We kindly request that you contact us directly at ************ to coordinate the next steps and share the necessary information. Direct communication will enable us to address your concerns more efficiently and effectively.

  Should you have any further questions or concerns, please do not hesitate to reach out. We appreciate your understanding and cooperation in adhering to the terms of the warranty.

  Thank you for bringing this matter to our attention, and we look forward to working collaboratively to address and resolve the foundation issues at your property.

  Sincerely,

  Logun *******

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

  Customer response

  02/02/2024

  I am declining this response due to the following reasons:
  Upon reevaluating the condition of the house yesterday, I had the handyman thoroughly inspect it again. The examination revealed a fresh foundation issue, evident in clear horizontal and vertical cracks on the exterior wall. Internally, a crack spans the center of the house from east to west, causing a division in the concrete slab. This is a recent development, not present prior to the foundation repair conducted last year. It is imperative that Stratum Foundation Repair assumes responsibility for investigating this new foundation problem and assesses the elevation of the entire house. Notably, among the four houses that underwent foundation repair, this is the sole property experiencing a new foundation issue within a year of the repair service.
  
  Enclosed are photographs taken yesterday at the residence.
  
  

  Business response

  02/07/2024

  Dear ***********************,

  I hope this message finds you well. We appreciate the opportunity to address your concerns regarding the foundation of your property.

  Immediately upon receiving notification of your complaint with no prior notification with any issues to Stratum Foundation, we conducted a thorough inspection of the property. Our inspection revealed that there are no indications of foundation issues requiring repair. The elevations observed during our inspection closely align with those documented in the post-engineer report, and the position of our piers remains unchanged from the initial assessment.

  Furthermore, we note that there has been no recent leak test conducted as per the terms of the warranty agreement. It is imperative to adhere to these procedures outlined in the contract to accurately assess any potential issues and ensure proper resolution.
  We understand that you mentioned a handyman's assessment of the property, but it's important to emphasize that a certified structural engineer/ foundation specialist is required to provide a comprehensive evaluation of the foundation. Additionally, we observed environmental factors such as dry ground and improper gutter discharge and low soil levels which can contribute to continual foundation movement where piers were not installed.

  Regarding the condition of the tiles near the kitchen island, it's worth noting that they were cracked before our initial repair. It has since spread, but is not related to the foundation. This pre-existing condition suggests that the recent issues may not be directly attributed to our previous work. There are no drywall cracks or doors sticking inside the house. All expansion joints and windows joints are closed and sealed, again suggesting there has not been any failure of our piers. 

  We are committed to upholding the terms of the warranty agreement and providing prompt and thorough service to our customers. However, it is essential to follow the prescribed procedures outlined in the contract to ensure an accurate assessment of any potential issues.

  I have attached my inspection report as well as documented photos taken during the inspection. 

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