ComplaintsforPower Jack Foundation Repair

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  09/08/2023

  Here is our response to complaint # ********

  September 7, 2023
  CC: ***** & **** ********* and BBB
  In response to complaint #
  First of all, on behalf of our company I want to apologize for any customer service experiences that might have been
  unsatisfactory. We pride ourselves on providing a highly satisfied customer service experience and receive numerous
  reviews attesting to this fact.
  In October of 2004, Power Jack Inc. installed 18 piers at the ********* residence. At this time the previous owners of
  Power Jack offered a 15 Year Limited Lifetime Warranty (see attached) on settlement of the piers. Therefore, the
  warranty on these piers expired in October of 2019.
  In August of 2008,Mr. ********* called and requested that Power Jack, Inc. come back out and look at his home due to
  further settlement. It was determined that some piers needed adjusting and also that some additional piers were
  needed to stabilize the home. All of the piers that needed adjusting were done free of charge at that time and the
  additional piers were installed at a discounted rate by the current owners. According to Mr. ********* a total of 15 piers
  were installed at this time. Five piers were installed under his shop and 10 piers were installed under his home. The 5
  piers under his shop were priced at $300 each instead of $400. The 10 piers under his home were priced at $350 each
  instead of $400. Also, one pier was given free of charge providing him a significant savings. In 2008 Power Jack, Inc.
  offered a Limited Lifetime Transferable Warranty (see attached). As of today,this warranty still offers a 50 % discount on
  adjustments for the 15 piers installed. It is our understanding that there appears to be piers on the west end of the
  home wrapping around the part of the north and south sides.
  In June 2023,Mr. ********* contacted our office and requested an appointment due to settlement. Our estimator,Jaime
  went to his home and took measurements. It was determined that the northwest corner of his home that we had
  previously worked on had heaved 7 Yt". When a home heaves,it is typically due to water issues such as,improper
  drainage, overwatering ora plumbing leak. When this occurs,it is not a failure of the pier-it is usually right where it
  was installed, but a result of the water swelling the ground and raising the house up and off of the piers.
  We would like to preserve a relationship with Mr. ********* and help him in the best way possible. We propose doing the
  following at no charge to provide him with a better working knowledge of his home's foundation:
  1. We will schedule a time to come out and expose the piers onthe northwest corner of his home where we believe it
  has heaved so that we and he can get a clear picture of what is going on.
  2. If Mr. ********* still chooses to have us adjust (lift) our piers we will do so once he signs an Amendment Waiver
  releasing us from any liability.
  3. If Mr. ********* is still not satisfied that we are doing our due diligence to provide the best outcome for his home we
  will hire an outside engineer that will provide a professional opinion. If he finds that we need to adjust any of our piers
  we will do so at no charge.
  We feel that we are going above and beyond to insure a happy and positive outcome with our customer.
  Sincerely,
  Shannon ********
  Owner- Power Jack Foundation Repair

  Customer response

  11/21/2023

  We received your email with the attached pdf files.  We did not receive any of this from Power Jack.  We feel that they only sent it to you to try to get your attention off of them.  If Power Jack will contact us directly, we will definitely work with them to solve this issue. My husband has penned a 3-page response reiteration all of the same information your already have.   As of yesterdays Paris newspaper, they are continuing to advertise their lifetime transferable warranty.  Again, the business card for their employee who came out originally also stated that the company offer the said warranty.  I do not know exactly how to proceed from this point.  I feel that it is up to a representative, preferably an officer/owner of the company, to make the first contact with us.  Please advise your suggestion to us as to how to move forward.  Thank you again for your attention to this matter.

   

   

   

  ***** and **** *********

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

  Customer response

  12/11/2023

  October, 2004, we contracted Power Jack concerning some settlement on our home. Power Jack set a crew to our house to adjust foundation. Upon completion, we paid the sum of $7,900. on 10/17/04. This service was covered by Lifetime Warranty should any further adjustment be necessary.

  The home required further adjustment in September, 2008. A crew was sent out by Power Jack to do the work which ended up requiring further footings be added at a cost of $5,000 that was paid on September 16, 2008.

  Since that time the house has continued to become unlevel. Power Jack was notified in June, 2023, for additional service. The call was answered by Mr. Jim ******. Mr. ****** was rather rude and suggested that I, myself, jack the house up and adjust the foundation. He advised me that the Lifetime Warranty I was told about originally was not valid and would not cover any further adjustments by Power Jack due to the length of time since the last attempt by them to solve the problem. The adjustments to the house were insufficient on the first two tries.

  I requested that an estimator be sent to our location to check the house. Mr. Jamie ****** arrived a day or two later and did a thorough assessment of the problem. He stated that he would have an estimate of further repair available to us in about a week. We were not contacted by anybody from Power Jack. I called them back to talk to Mr. ******, but was told by Jim ****** that he knew nothing of the required estimate. He explained that Mr. ****** was on the road, but he would check with him about the estimate.

  Due to no response, I called Mr. ****** back a week later. He told me that there was a problem and that any repair could cost up to $40,000. He said that Mr. ****** and Paul *******, owner of Power Jack, would be out after the Memorial Day holiday to inspect the job and give us a written estimate. When that never happened, I made a call back to Mr. Bosch. He stated that "YOU DO NOT LISTEN TO WHAT YOU HAVE BEEN TOLD! YOU DO NOT LISTEN. MR. ******** HAD SAID THAT POWER JACK WILL NOT FIX ANYTHING! NOW I AM GOING TO HANG UP ON YOU. DO NOT CALL ME BACK!"

  Power Jack has not honored the Lifetime Warranty that was given to us when the original job was performed. Power Jack has an A+ rating with the BBB, and has not honored their warranties. They do not deserve the A+ rating when they mislead home owners from a desired resolution.

  Power Jack should be required to reimburse us for the money we have paid for work as well as the estimated value for repair by a reputable service company.

  Communications through the BBB revealed a "limited" "Lifetime Warranty" document, produced by Power Jack, which we had never been previously provided, and this "limited" nature of the warranty was not what we were told when we originally contracted them. This is also not what their current "Lifetime Warranty" states both on their website from at least 2012 until now, or what they currently state in their newspaper advertisements, which is an unrestricted and fee-free transferrable Lifetime Warranty. Power Jack also provided a diagram of our house, which we also had never seen before, which indicated plans to install five piers under a drive concrete slab, in 2008, based on only two holes in the concrete, three that we paid for, were never installed.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cracks developed throughout my home. Called them out to honor the warranty, and he said I needed more work and I'd have to pay. Nothing addressed concerning old and new cracks.

  

  Business response

  02/06/2023

  Business Response /* (1000, 5, 2022/10/27) */ Contact Name and Title: Jeff H*** / G.M. Contact Phone: 9037854636 Contact Email: [email protected] In May of 2015 Power Jack did an estimate for this home. We recommended 13 helical piers to lift the perimeter of the home, and polyurethane foam injections to lift the interior of the home (see original estimate attached). The customer decided to only install the helical piers, and not the foam. We were not able to lift the perimeter of the home as much without the foam, and the customer was told they would need foam in the future. Now (7 years later), the home is experiencing cracks in the brick and sheetrock. We sent and estimator and advised the customer to install the foam so that we could lift the perimeter to the necessary height. She declined and filed this complaint. We have a waiver for instances like this, which eliminates any liability on our end if the slab breaks during a lift, and the customer declined. We want to help but are very concerned that lifting the perimeter of this home higher, without supporting the interior with foam, might break the slab. I spoke with the owner and explained this, and the owner understood and said they would contact the BBB. Consumer Response /* (3000, 7, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was never expressed the significance and importance of doing the foam at that time. Was never told it could be an issue. During recent conversation the owner accused me several times of wanting this fixed for free. Old and new cracks should be fixed. Business Response /* (4000, 11, 2022/11/15) */ Please see the attached original est. where we recommended foam. Our installers are there to follow the est. I only said we can't shoot the foam for free. Really wish we could help with this one. She is a good customer.

*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. ↩