Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Kefficient to fix the standing water issue in my crawl space, hoping to return it to its original state. However, problems arose from the beginning. They accidentally broke a pipe, causing water to gush under my house. They turned off the water multiple times, claiming there was a leak, but it turned out to be a more serious issue each time. The workers also pointed out additional problems with my **** and pipes, which they insisted were not their fault. They promised to install a new crawl space door, but then tried to charge me for half of it. Despite fixing some issues, they failed to address the ongoing leaking problem, which caused a failed inspection. They claimed they were sending an **** repair company to fix the problem, then they tried to pass off an invoice by an unnamed company as proof that they werent responsible for the **** issue without sending out a repair company. I eventually had to hire my own **** technician who identified the root cause of the issue. Now, I am left with a damaged crawl space door and a company that is unwilling to take responsibility. This experience has been frustrating and costly, with over $17,000 spent on subpar service. I have documentation to support my claims and am seeking assistance in resolving this issue.

  

  Business response

  07/24/2024

  We were contracted to waterproof the customers crawl space. When we inspected the crawl space, we took many pictures of the condition of everything from his ****, plumbing, and electrical systems. The customer was provided these pictures prior to us starting our work and was aware of leaks in the crawl space. During the job the customer continually pushed us to fix things unrelated to the contract at no charge. When we finished the work, it did fail the final inspection but that was due to the customer complaining to the county that we caused a leak to his plumbing. We called the county and rescheduled the final inspection, and it passed but the customer wanted it noted that he wanted his plumbing fixed. To make the customer happy, we had a licensed plumber go out on two separate occasions and make plumbing repairs, and we paid the bill. He also complained about electrical lines in the crawl space, which were not installed to code and dangerous, and we sent out an electrician to address his concerns. Then he began complaining that his **** was sweating, and we must have done something to it. When the **** unit was opened it was discovered that his condensate line was clogged with zoogleal, his air filter hadn't been changed in at least 7 years, and his air handler was rusting out. Now he is reaching out to the BBB because we did not install a door. The customer had the option of having a door installed when he signed the agreement and he declined. When we received the complaint from the BBB, we reached out to him directly and he stated he would withdraw his complaint if we installed the door for free, which we are not going to do. 

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023, I noticed a gap between my kitchen countertop and the wall tiles. Contacted Kefficient ************** for an estimate. ****** came to price the job and emailed me an estimate the next day. On 6/19/23, they were able to start the foundation work. Completed approximately 4 days later. An inspection was done by the county. The company came back to **** up the house trying to make the countertop meet the tile. It didnt, so I had a construction company come by to see if they could do anything about the original problem. He found rotted wood and black mold under the kitchen countertop. The real reason for the separation. He went under the house, pulled down some insulation and found 2 large pieces of subfloor that were rotted. He asked me why didnt the foundation people fix this while they were working in such close proximity to the work they were doing. Originally, ******, representing Kefficient, said they did not see it, and werent going to fix it, until I sent him pics from the contractor. They never once looked for or mentioned a leak issue. Sent them pics of the rotted area under the countertop. ****** and the owner of Kefficient came to the house to see the rot. Both men agreed they would send someone to come back and fix that, and they did. Removing a cabinet to access the area, they damaged the cabinet. They came back and repaired that. The last problem I have is 2 cracked ceramic tiles on the kitchen floor. They have stress fractures from where the **** directly below it in the crawl space was adjusted too much to try to make the countertop meet the tile in the kitchen. The amount of pressure applied caused too much force and therefore the fractures. No amount of force from the **** would have resolved my main issue. I would like the 2 cracked tiles repaired, and since their company does not do that, I would like to have a tile person do the work, and Kefficient pay for the damage. Thank you! *******************

  

  Business response

  09/24/2023

  Some background on the work we did for this customer.

  She originally called us to schedule an estimate and told us she had a leak under her kitchen cabinets and had this repaired and that her floors in the kitchen had sunk. We did in fact inspect her crawl space and that found she had engaged a contractor at some time prior to us who had supposedly repaired the problem,but the work was not done in a professional manner, they didn't fix the problem, nor had they obtained a permit for the repair. We found that the joists had rot on the ends which had caused the floor to sag. We made the appropriate repairs after pulling a permit from Henrico County and the county inspected and approved our work. Her countertops were not level before the work, but it was much closer after adjustment, and we advised the customer to work with a company that could fix her countertop. We do not guarantee lift but do guarantee stabilization. Her countertops and cabinetry appear to be from the ****s. We were able to re-level her floors but her cabinetry and countertops are probably over 40 years old.
  

  The customer claims that she had another contractor come out and discover the damage under her cabinets and subfloor. They had cut a hole in the bottom of the cabinets so a full observation of the subfloor could be made. This is the same company that the customer complained to us about that they had taken advantage of her and charged her $2000 for a couple of hours of work. This work was not done in a professional manner, and we repaired the work that this other contractor did for the customer at no charge to show her some goodwill and let her know we wanted to take care of her.

  
  We met at the customers home to discuss her concerns with the subfloor. At no time prior to our meeting with the customer were we allowed to remove her cabinetry to inspect underneath, or to cut a hole in her cabinetry. She was aware of the rot under her cabinets and her need for a plumber, because she had to see it every time she opened the cabinet below her sink. To make sure we took care of her and show some goodwill; we agreed to remove the cabinet and remove approximately a 2 x 3 section of subfloor and replace it at no charge. This was not a large section of subfloor as she alleges in her complaint, again it was approximately 2x3 and concealed completely under her cabinetry. The work wouldve cost around $3,000 had it been done by someone else. After we finished the work she thanked us for a great job, and then later that evening she started accusing us of damages. One example is she sent a picture of her cabinet hardware and accused us of breaking it, knowing full well it was damaged before we started our work. She would have had us replace this at our expense with full knowledge it was broke before we ever started the work. Thankfully, we had pictures of her cabinets that we took during our onsite meeting prior to the work being done. We do not believe there is anything we can do for this customer that would satisfy her after many attempts to do so and do not wish to do any further work and be accused of damages that we didnt do. We have already done thousands of dollars in repairs at no charge to show goodwill and she continually moves the bar.

  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1) The contract states Kefficient recommends that the customer and pets vacate premises during the treatment in regards to the mold removal. I asked multiple times when it would be done and was told on the 3rd day that it took place on the 2nd day. I wasnt informed. 2) I requested an estimate from Kefficient in regards to a sinking/sagging floor. Having this remedied was my ultimate goal, which I made clear to ******, the salesperson. When the project was completed, I looked at my kitchen floor expecting signs of movement. Broken ceramic tiles, less of a dip, etc. Things that ****** and I had discussed when he wrote the quote. I was told that the floor was now stable, and there would be no improvement to the dip. While they have an entire page on their website about remedying sagging floors, they were unable to do anything to improve mine. When I expressed my frustration, I feel I was dismissed. ****** offered to come back out and take another look, then never followed up. **** suggested leveling compound when I replaced the floors, even though I had made it clear that I was pursuing a structural fix BEFORE replacing the floor. I was aggressively hassled to pay my bill, including being threatened with a 5% late fee, even though I had not received the pictures of the project that I was promised days earlier. I felt it was unfair to pay for something that I did not receive - a solution to my sagging floors. 3) Throughout the project, there was a complete lack of communication. Errors in judgment were made that then needed to be fixed. Deciding to run the condensate drain to the back of my house to drain on top of a concrete slab instead of to the front garden bed with the **** drain as originally described. This required them to return, patch my brick foundation, and run the drain to the front.

  

  Business response

  06/30/2023

  We did not do the best job communicating during this project and for that we are truly sorry. We did meet with the customer on Tuesday, June 27, to address her concerns listed above.  The language in the contract is generic note for people when the amount/type of mold requires the use of chemicals which give off a strong odor. This project did not require the use of these chemicals. There was also a miscommunication on the jacks that were installed. This was the customers greatest concern as she was looking forward to getting her floors redone. We had scheduled a jack ********** with the customer which was scheduled to happen two weeks after the job was completed. This is our standard practice when encapsulating and installing jacks because as the building materials dry out, an ********** will be required. We were able to attain some lift on our first ********** and have scheduled another ********** with the customer for the following week. When we lift, we are always going to do so in a safe manner to balance the desire for lift, to ensure the home is structurally sound, and this can take time to achieve. 

  Customer response

  07/01/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ******************
  
  
  
  

*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. ↩