ComplaintsforAdvanced Foundation Repair, LP

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home 6 years ago with Pulte/Centex Home builder. I filed a original work order September 2023 because I noticed I am having cracks in my tile inside my home, cracks in the slab, the plywood upstairs is uneven under the carpet and I have cracks above the ceiling. Pulte keeps sending the same company Advanced Foundation Repair and same Technician ************** Check to my property to do an exterior and interior examination as well as foundation readings to report back to Pulte. He has came out to my property October 2023, February 2024 and July 2024. Each time he has came out hes been in and out of my residence within 15 minutes and reports back to ***** that he has done a full assessment of my property in the interior and exterior areas. He is very deceiving because he has not done full assessments and my security footage shows hes in and out of my property without doing an exterior inspection. What he tells me and what he reports back in writing to Pulte is very contradicting. Hes told me several times I am having foundation issues but reports that my foundation is in tolerances specified by the **** and he doesnt recommend any foundation repairs at this time. I have expressed to Pulte my frustration and safety concerns having several children with so many different cracks now thats expanding all in different areas of my tile all around my house now. My youngest child already got injured from the expanding cracks. Moving forward I recently had another foundation company(Pinnacle )come out to inspect my property July 19,2024 and their findings is that my property is in need of foundation repairs and due to their readings I wouldnt be considered within tolerances by the ****. They explained well what is happening with my foundation and how its moving. I have photos from a year ago to now all the continuous growth in damages thats occurring because I feel Pulte is trying to find ways to not follow through with the 10 year structural warranty.

  

  Business response

  07/30/2024

  To whom this may concern,

  Advanced has searched their records and can not find any record that shows that this client is an Advanced customer. We have not done work at this home address and we can not locate any contract between Advanced and this owner. Please let me know if you need any additional information.
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a 93 year old widow who had foundation work done on my home by Advanced Foundation (AF) in 2011 and again in 2014. At the time, I received a Lifetime Warranty on the work that was done. I had my Daughter, ************************* contact AF in 2023 because I was having trouble with the door in my garage and the front door of my house. Both doors were difficult to open and now the front door will not close at all. I am not able to lock my house when I leave because of this issue. The manager from the San *************** **************** came out to survey the issue after our 1st complaint. The original work had been done by Mr. ******* ******* My daughter waited a month and we had no response from AF. She called the San ************** several times and was never able to reach someone. She then called the ************* and was told that Mr. ***** had not found any issues with the foundation of my home and that the floor was level. I told them there was no way the floor was level. My washing machine overflowed one time and the water on the floor travel from my washroom into my kitchen and living room. AF than sent out a 2nd representative to check the issue. His name ************************* apparently from the San Antonio ******* ****************** came out to survey my home on Feb. 20, 2024. He stated to me that the issue was likely due to the steel piling that was installed at the front door or maybe even the garage. My daughter has contacted ****************** five times asking for an update. He states that ****** from the ************* should be in contact with us. It is now the end of June and we still have the issue with no resolution in site. It is a big safety concern for me to not be able to close and lock my front door. Please help me with this issue. You will need to contact my daughter since I am not able to talk on the phone due to hearing issues.

  

  Business response

  07/12/2024

  To whom this may concern,

  AFR has been to this property. in our opinion, the home does go through seasonal changes. The elevations taken are not indicative of foundation settlement in the area of work that is under warranty. However, in order to try and help the customer. AFR proposes adjusting the 2 pilings by the front door to try to get the door to function properly. The work will be done under the supervision of an experienced supervisor. Please understand that adjusting these 2 pilings will be done on a best effort basis and may not fix the door issues. When reviewing the issue with the interior door from the garage to the home, it does no appear that we have a piling near this area based on our plans. However once there, the supervisor can assess the area and if he thinks adjusting another piling to get this door to work properly, then we can try on a best effort basis. If homeowner agrees please let us know the best way to get the work coordinated. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a $10,000 contract with Advanced, they finished the work but the interior piers were done incorrectly. I paid $5000 before the job started, after Advanced finished they asked for the balance. I told them I was not happy with the interior piers...they promised to make it right. Before they corrected the sloppy work, they filed a lien on the house for the $5000 balance. Once they corrected the sloppy work on the interior piers I told them I would pay the $5000 balance ...they said I now have to pay $5500 to cover the legal fees. What type of company would file a lien AFTER they know their customer is NOT happy with the service? They refused to remove the lien without the extra legal fees.

  

  Business response

  06/07/2023

  We completed foundation repairs on the subject property on 10/19/2021. The contract was for $9,975 and there was an approved change order for additional work in the amount of $950. The total amount due was $10,925. In the complaint the consumer states that the interior pilings were done incorrectly. We have an engineers certification that did not note any issues.See Crosstown report attached.

  10 of the 19 pilings were installed through the slab. The cut outs in the slab were patched after the lift was completed. The issue the consumer noted to our office was related to the level of the patches.

  Our company continued to work with the consumer until we got the patches fixed correctly.
  

  Our contract with the consumer includes the following information:
  *Final balance is due when substantial covering is complete.
  *Amounts not paid on time are subject to interest.
  *After we place a mechanics lien, consumer must reimburse contractor for the cost of filing and releasing the lien.
  *If full payment is not timely made, all warranties are void.

  Our company fixed the patches on 07/29/2022. Consumer did not pay until 03/2023.

  Our company already waived the interest and allowed this consumer to keep his warranty. We only asked for the balance owed and the cost of filing and releasing the lien. We do not believe that we owe any further refunds/credits.

  Customer response

  07/01/2023

  I just saw their response, I was not happy with their work until mid August 2022.  I asked them to remove any extra interests charges and attorney fees on 8/17/22.  After they refused I got my attorney involved, it took several months for both attorneys to agree.  They did drop the interest charges, but not the attorney charges.  

  Bottom line, I did not plan to pay in full until I was happy...they chose to lien the property knowing that I was not happy.

  They are not acknowledging the fact that I was unhappy with their service at the time the lien was filed.

  I am not satisfied with the current BBB outcome.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * During foundation repair did additional work on floating slab concrete patio that caused additional damage. * After repair on floating slab concrete patio new damage was reported. * Advanced Foundation Repair admitted they did not have expertise in floating slab patios. * Advanced Foundation Repair conducted a follow up inspection and have document recommending they make adjustments to pier supporting floating concrete slab work conducted. 1. Lowering pier installed under concrete patio slab which caused patio to crack . 2. Filling dirt under slab that was left unfilled after work was done. * When it came time to rectify the problem they sent a waiver saying they are NOW NOT recommending these adjustments and further damage is highly likely. * I have made over 5 requests to provide solutions to rectify the situation including bringing in a service provider with expertise. They have not provided any further solutions and it is apparent did not have the expertise to do the work originally conducted. * I am no longer getting a response from Advanced Foundation Repair

  

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2022/12/12) */ To whom this may concern, We have been dealing with this customer for several months. Please see attached correspondence. AFR does not recommend that the corner patio pier be lowered. Our adjustment would be to LIFT the pier so it is more even with the rest of the slab but still leaving some slope for proper drainage. However, since a crack has formed around this pier, we believe that there could be additional damage to this corner. We have given this customer recommendations on how to fix his patio and have referred a couple companies that we believe can help. However, the customer still asserts that we have not offered any help.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had Advanced Foundation Repair inspect and recommend a solution to our foundation issues. The foundation work was done July 2023. When completed we had an independent structural engineer inspect the foundation work. He stated the work completed did not remedy the issue and recommended additional work be completed by Advanced Foundation Repair. We contacted Advanced Foundation Repair several times by phone and left detailed messages wishing to determine the next steps. We never received any response from the company (not a phone call, voice mail, email, text, written document). We began looking for another company to complete the foundation work. We just received a letter from an attorney stating that a lien had been placed on my property and I was responsible for additional fees and interest. It is very irritating that the company had time to contact an attorney but didn't have time to contact me so we could complete this work. Poor business practices. Unprofessional. Buyer Beware!

  

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/11/04) */ To whom it may concern, We have requested the job file from our scheduling department to review your concerns. We will be getting back to you as soon as possible.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December, 2020 we purchased an older home from a flipper in Plano, a well known trouble area for foundations. The flipper had Advanced Foundation Repair do extensive work to level the house. Warranty was transferred to us. Later discovered that Advanced had been working on this foundation since 2005. Repeatedly requested copies of previous work scheduled but never received anything. In October 2021 noticed columns separating from ceiling, doors sticking, and cracked sheetrock. Called for appointment and paid their $75 service fee for evaluation. Wasn't satisfied with what we were told, and hired an independent engineer to evaluate and independent plumber for leak test. Advanced ignored engineer's recommendations and sent a salesman out who convinced us a tree root barrier would solve all our problems in 6-10 months. This cost $2000 but considered it cheap if it worked. NOT. They also did some adjustments on several of the piers that were under warranty. At the time they did that, kitchen cabinets separated from the ceiling and stone cabinet top cracked in two places. Also more doors won't open/close. June 2022, we left for our summer home feeling confident all would be good when we returned in Oct and discovered kitchen baseboards separated from floor, double oven had shifted and broken cabinet and trim, doors still won't close, and cabinet drawers won't stay closed. Called for appointment and told it would be December, but I insisted I needed immediate attention and scheduled for Oct 6 with another $75 service fee. I told receptionist I would pay after I heard the evaluation. Rep arrived and wouldn't step inside until I paid. I told him I'd pay after he gave me a recommendation or he could go back where he came from. He yelled back at me as he left he couldn't work with me/ My opinion, Company has made so many mistakes and errors on this house they're trying to excuse themselves of any more obligation. House is still unlevel and all Advanced wants is more $$$.

  

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2022/10/19) */ To whom it may concern, Advanced Foundation Repair has received your complaint via mail today October 19th, 2022. The job file has been requested from our scheduling department to review your concerns. Consumer Response /* (3000, 7, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution, only a statement that they have received the complaint 12 days after It was filed and they've requested information from their own files. Business Response /* (4000, 9, 2022/10/28) */ To whom it may concern, We understand your concern, we know you would like to resolve this issue as soon as possible and so do we. Therefore, We will have a Customer Service Agent contact you right away and work with you in finding a solution to this issue. Consumer Response /* (4200, 11, 2022/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the company with our response. Unfortunately you don't allow enough space for all my complaints. I wouldn't recommend anyone doing business with Advavced Foundation Repair. Business Response /* (4000, 13, 2022/11/10) */ To whom this may concern, Please see attached correspondence between Advanced and the homeowner. We will review the data that we have up until 2021. Current data is on hold until the customer pays the service fee and allows us to return. Consumer Response /* (4200, 15, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received a note from Advanced Foundation that they are reviewing our case and that the person that needs to respond was out of town but would contact us by the 14th. It's now the 16th and we've received no reply. This company is not attempting to address our complaints but simply offering more delaying techniques to avoid the dispute. In my opinion, they will simply continue to offer lame excuses until I give up and go away. If I fail to answer, they win with no repercussions. I repeat. This company has yet to offer an acceptable resolution to our foundation problem. Business Response /* (4000, 20, 2022/12/06) */ ***Document Attached*** To whom this may concern, We have reached back out to this homeowner. See attached email. We would like to visit with him and review the data we have on his home and answer any of his questions. Consumer Response /* (4200, 22, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, Advanced Foundation took almost 3 months before they even agreed to look at our foundation problem and offer any solutions. Since they refused to help for such a lengthy period of time, we have virtually voided any warranty we have with their company by hiring another foundation company to fix our problem. Work should be completed tomorrow, December 16 and our house is finally level. At great expense and expended time and effort, we solved our own problem. Our complaint against Advanced Foundation is not settled and is now in the hands of our attorney. WE DO NOT recommend anyone waste their time or money dealing with this company. This delay and added expense we've incurred could have been avoided if Advanced had originally leveled this house according to industry standards years ago with the original owners.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our builder hired this company to lift our home after extensive foundation damage. Their communication is absolutely horrible. They will promise to call you back in a few minutes and then never call you back (Beatrice and others). It is 4 months after our house has been lifted with piers and we have no warranty from them whatsoever. They also installed a sump pump and we have no warranty information about that either. We have also been asking for documentation of the work done on our house for over 2 months to turn in at our tax hearing tomorrow and as of today we have nothing from them. Run don't walk this company is so unprofessional it's unbelievable. The builder gave their permission for all of this information to be released so this is nothing short of negligence on their part not to get the information to us. We have made over 10 phone calls and emails requesting this information. The owner of the company met with us personally and talks a good game but don't trust them. Your home is one of the most important investments you will ever make, do not trust this company with it.

  

  Business response

  11/01/2022

  Business Response /* (1000, 7, 2022/09/26) */ To whom it may concern, Advanced Foundation Repair has received the complaint via mail today September 26th, 2022. The job file has been requested from our scheduling department so I can review the concerns. Sincerely, Jaime *******. Executive Assistant to CEO

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract on 10/28/2021 with Advanced Foundation Repair to fix a foundation problem at my house. The lift was completed and certified by an engineer on 1/7/2022. However, there was still a substantial amount of concrete work that needed to be done including my driveway, sidewalks and patio. After asking numerous times about when the concrete work would be completed, Advanced Foundation informed me that they did not have a concrete contractor currently and were in the process of finding someone to do the work. I still had to follow up almost weekly for updates on when this would be resolved. I received an email requesting final payment on 2/11/2022, yet informed them I was not comfortable paying until concrete work had been resolved, and was verbally told that was ok. The concrete work was done on 3/25/2022. I followed up with Advanced Foundation that day for information about concerns I had about the concrete work being done. No one ever returned my call or requested final payment. When I followed up again on 5/31/2022, I was informed that a lien had been placed on my property and I was responsible for additional fees and interest. They claimed they called and left voicemails, however, we did not receive any notification via phone, letter, or email.

  

  Business response

  08/04/2022

  Business Response /* (1000, 8, 2022/06/23) */ We looked into this complaint and per our records it was settled with the home owner Mr. ********* on June 3, 2022.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before we purchased our home we chose Fox Foundation Repair to install piers to correct foundation issues. The seller used our chosen contractor (Fox Foundation) to install the piers. The installation of the piers had to be performed before closing on the sell. At no time did anyone tell us that we had to transfer the warranty to our name and that if we did not within 30 days the warranty would no longer be valid. Not even when they provided us with the initial estimate did they let us know this. Only now, seven years later are they telling us this when we contacted them for documentation of the warranty. We have checked with other foundation repair companies and they all automatically transfer to subsequent owners. This is clearly a deceptive practice of Fox Foundation Repair.

  

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/25) */ Dear Sir or Madam, We have received the complaint. I have requested for a copy of the documents for the address noted by Mr. ****. I expect to have this by next week and will update my response accordingly. Sincerely, Isabel A******** CEO of Advanced Foundation Repair, LP

*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. ↩