ComplaintsforR&R Foundation Specialist LLC

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  R&R Foundation came to my property to give an estimate for a foundation repair. The proposal is attached dated 8/29/22 with a total of $20,155.25 A downpayment was necessary to "obtain permits and start the engineering process" per email.I made a down payment of $******* on 10/12/22 I was notified by email on 11/15/22 that work would be delayed until 8/17/23 due to "we have had an influx of projects so it has pushed our schedules out further"By 7/18/23 I was unable to make the next payment, as I had multiple large unexpected repairs to make on my house. R&R agreed to push the project out until 5/8/24.By 2/3/24 it was apparent that I would not be able to afford to complete this project at all, due to personal finances. I requested to cancel the project and requested a refund. I left a message at the office and did not hear anything back. These are the calculations that I have made and I believe to be correct. Down payment ******* Permits ******* Structural Engineering ***** 20% fee -430 Total refund due to me=2457.50 2/12/24 I sent an email.2/21/24 no response, sent second email.2/23/24 no response, so I followed up by phone. They informed that they had a refund check for me of $1252.77 and I could pick it up. Employee refused to explain the charges by phone and sent me a breakdown by email. I called to clarify a NEW charge titled "commission to SDT", informed this is a commission payment made to the employee who made the proposal. I emailed the owner questioning this charge, since I was never informed that I would be charged for the proposal! This charge was not listed on the proposal. The owner admitted that it was a payment made to the employee and that it was not listed on the proposal. He did not agree to amend the refund, and at this point has not responded to my emails since 2/26/24. My calculations:Down payment ******* Permits ******* Structural Engineering ***** 20% fee -430 Total refund due to me=2457.50

  

  Business response

  04/26/2024

  Dear *******,

  I hope this message finds you well. I am writing to inform you that R&R Foundation Specialist has successfully resolved the complaint filed by *****************************, BBB Case #********. 

  To recap the situation, ************** signed a proposal with us on October 10, 2022, and subsequently made a deposit. Due to unforeseen personal financial constraints, ************** requested to cancel her project initially scheduled for April 8, 2024. After a thorough review and understanding of her circumstances, we agreed to process a full refund in the amount she initially requested.

  As of today, we have completed the refund transaction, and ************** has been reimbursed in full. We believe this resolution honors our commitment to customer satisfaction and adherence to ethical business practices.

  We appreciate the opportunity to address and resolve this matter promptly. Please do not hesitate to contact me should you need further information or clarification regarding this case.

  Thank you for your attention to this resolution.

  Warm regards,
  Jordan *************************
  Marketing Coordinator
  R&R Foundation Specialist
  ************
  ***************************************

  Customer response

  04/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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