ComplaintsforStructured Foundation Repairs

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Structured foundation repaired our foundation in the process they drilled in to our sewer line and filled it with polyurethane they said by their contract it was not their problem the contract does say not responsible for plumbing issues due to raising the foundation like cracked pipes it does not exscuse them from their mistakes they say that the pipe was not where it was supposed to be I say if there was a question they should hav had a plumbing company locate the pipes if there was a risk of drilling into one I have the pipes that the plumbing company replaced showing where they drilled into it and full of polyurethane it cost me over ******* dollars to have the plumbing company tunnel under my home and replace the pipes structured foundation said this has never happened to them before and as a goodwill gesture they would pay for half of the repairs we chose to decline the offer because we feel like it was their mistake and they should be liable for all repairs we paid them ******** to fix our foundation I am pretty sure they made at least ******* dollar profit so by paying it they at least break even right now I am looking at over ******** for a foundation job I would think they would not like this on their reviews I know it will cost them a few jobs certainly more than ******* thank you and look forward to hearing back from yall thanks again *****

  

  Business response

  12/29/2023

  To whom it may concern,
  
  The complainant is correct about some things and incorrect about others. Our contract does state that the act of lifting a foundation has inherent risks (damage to below slab pipes is one of the most common risks, especially with cast iron sewage pipes). Since damage can occur from lifting, direct contact with a fresh water line located inside the slab while jackhammer cutting through a slab to create a hole to install a pier, driving a pier through a deep sewage line, and drilling a hole through a pipe that is incorrectly located inside a beam (as in this case), damage to plumbing can occur. The contract says that we are not responsible for plumbing damage  regardless of when or how the damage occurs. The risk of possible damage to the plumbing was explained in great detail during the evaluation (prior to the repairs). The day after the repairs, the complainant contacted us about his shower drain not working. We went back over the fact that we are not responsible for plumbing damaged during the repairs and he accepted that fact and hired a plumber to make repairs. After discovering that the blockage was from poly inside the pipe, he believed that somehow changed things. It didnt. Damage to plumbing is damage to plumbing, regardless of when or how it occurs. As a courtesy to him, we offered to help him with the cost of the repairs, even though we were not contractually obligated to do so. He declined our goodwill offer and then said he should not only get his plumbing repairs paid for, but also the amount that he spent on the foundation repairs. It is unfortunate when plumbing damage occurs during invasive foundation repairs. However, as outlined in our contract, which the complainant was advised about and agreed to, we are not responsible for such damages.  Finally, when the plumber he hired to repair the pipes discovered poly inside his pvc pipes, the poly could have been augured out of the pipe at a cost of under $1,000. Instead, the plumber charged $400/foot to tunnel to repair the pipe.  
  

  Customer response

  01/02/2024

  Complaint: 21063374
  
  I am rejecting this response because no where in our reply's did we ask them them to pay for all the foundation repairs we have all along stated we wanted them to pay for the plumbing. .  The BBB form ask a question about how much the foundation repairs cost so I told BBB how much was charged for the foundation repairs my apologizes if this caused confusion.  Also no where on their contract does it say anything about them injecting polyurethane into a sewer line their contract specifically talks about leaks caused by raising the foundation.  I have no leaks I have a stoppage caused by them drilling into my sewer line and filling it with polyurethane I also have photos that show this and a member of their team also came to our home to review and wanted to take the pipe.  There were not plumbing problems prior to them doing the work they had an inspection done on the plumbing prior to beginning the work and again it passed their inspection.  I met all the requirements they asked for in their little asterisk explanation for plumbing this is a Highland Home and not sure how I should have known how that was done when we purchased the house.  No sure who is to say the plumbing pipes should not have been where it was. In speaking to the plumber that did our work and others plumbing could have been ran anywhere they don't have specific trails they have to follow.  I have attached a copy of their contract with this.   We also have the email that we sent and responses if needed.  Please let me know if you have any additional questions
  
  Regards,
  
  ***************************

  

  Business response

  01/08/2024

  Our contract does not try and list all of the hundreds of ways damage can occur. It covers any and all possible damage that can happen. Specifically, it says, The act of lifting a foundation has inherent risks..Therefore, the company has no obligation to repair or replace any damage, whether it is exposed , concealed, or buried..without regard to when or where said damage occurs. The entire purpose of our repairs (installation of piers to lift the perimeter and injection of polyurethane foam to lift the interior) was to lift the foundation. The complainant, in a conversation with myself prior to the BBB complaint, but after our offer to help with the repairs, stated to me that his attorney told him that he (the complainant) would be able to get not only the plumbing repairs paid for but also the foundation repairs.
  
  The customer states I would think they wouldnt want this on their reviews I know it will cost them a few jobs certainly more than the $8000.  The collateral impact, referred to as damages, that occurred during the normal scope of work were neither premeditated or a result of negligence. While we do appreciate constructive feedback as a means for development and growth, we do consider the source of feedback and reject any unfounded criticism as it relates to slander or defamation. We look forward to continuing to be transparent with the risks associated with repairs and serving our community with excellence in execution in workmanship.
  

  Customer response

  01/13/2024

  Complaint: 21063374
  
  I am rejecting this response because:in a conversation with structured foundation when i called them about the problem they said they could not have hit the pipe because they only drill barely through the foundation so they could not have hit a pipe then they changed their story when their supervisor on the job admittted he personally drilled through a beam because i sat there and watched him do it he had 36 inch drill bit and was saying he might not make it trough this beam and he pushed the last 3 inches in and broke through what he didnt know was that he broke through into our sewar line their excuse then was that pipe should not have been there well if you had any doubts you should have had your plumbers locate the pipe for you you told my friend when he called you that you could have offered me someone to locate the pipes before you did the job but it would cost ******* dollars so you didnt even mention it plus they could only tell you within 3 feet of where the pipes were i guess that falls under your contract too i know someone did not intentionally hit the pipe the fact is some one did it was a mistake and i did not make it structured foundation did and you should honor your mistake and pay for it after all you have done **** jobs and this has never happened so do what is right and pay the bill,  also it is not slander if you tell the truth.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are filing a complaint against Structured Foundation concerning the work the company performed on our drive way. We reside at ************************************************************************* employee from the company visited our home and represented to us that they would lift our driveway, make it even, and cover the sewer cleanout on the driveway. The latter was the primary reason we wanted to do the work in the first place.We signed the contract on April 25, 2023, and agreed to pay $2700.00 for the work. On the day scheduled for the project the same employee apparently lied to us when he stated that the company did not provide a payment plan. We wanted to down pay the bulk of the costs and make the remaining payment ***********, we contacted the company and found out that from his manager that he misrepresented the companys policy regarding payment plan. We also learned that this employee has been fired. The work was rescheduled.On September their crew visited our home and lifted driveway. We had agreed to pay $2,000.00 down payment. A check was given to them and the remainder to be paid later. However, missing from the completed work was the area that housed the sewer cleanout. As you can see in the enclosed picture, the area was barely touched contrary to what the fired employee had promised us. Again, that was the main reason we wanted to work on the driveway in the first place.Later we contacted the manager and expressed our dissatisfaction with the work. He requested that we send him a picture of driveway. We did, and followed up with telephone calls and an email.He never responded to our inquiry until received a mail from Structured Foundation informing us that a lien may be placed on our property in the amount of the unpaid balance of $700.00 if payment is not made by November 10th. Letter is attached.It is very appalling that Structured Foundation will resort to this instead of fulfilling the promise their rep. gave us. It is an unfair business practice.

  

  Business response

  11/03/2023

  Please allow me to shed some clarification on the complaint we have received.  In order provide insight I will need to briefly describe some internal procedures that are done with every sale. I will include specifics for this project on each line.
  
  First a Structural Analyst visits the property to determine what work, if any, is needed.   - ***************************** visited the property on 04/25/2023 and proposed lifting the driveway with polyurethane foam.
  If the customer chooses to proceed they sign an agreement outlining the scope.   - Customer signed the agreement 04/25/2023 while in the house.  I have attached the agreement complete with general conditions and photos.
  The analyst gets them a schedule date for repairs.  - The analyst called from the customers home and got a schedule date of June 12, 2023.
  The analyst then has two days to upload and submit the project into our CRM system.  Before the submittal the analyst is required to make any notes necessary to Management and The Crews so everyone is clear about the expectations on the job.   - The analyst submitted the notes early the morning of April 27, 2023 with the following notes Homeowner  is aware that we cannot lift the small square of concrete where the cleanout is located.. I have attached the digital copy of the note with time stamp to show this was excluded from the scope all along.
  Manager Approves the job for install - *************************** reviewed the job and photos provided and approved with the above referenced note.
  The production team the prepares the file.
  The crew is dispatched for install.  - On June 12 the crew was dispatched but the job was not started because when they were a few minutes from the property ************************ called the crew saying the customer wanted a payment plan.  Typically our jobs are cash upon completion.  If someone asks for a payment plan we refer them to a Third Party Financing Company.  The customer expressed an interest in Financing at that time. Either way after we had already dispatched a crew the work was rescheduled due to customer funds.
  
  The job from here gets complicated. 
  
  We offered the customer a date of 08/08/2023.  **************************** *********** called them to confirm the date they told them August is busy for them but they would take anything in July.  Julys schedule was full at that time.  Van confirmed the funds would be available anytime during July and asked us to find a spot for them before August 1st.  We left several messages to offer her July dates as they became available.   She then called the office on July 14 and told us that *** had promised her a September install and felt he had lied to her.  Since our internal conversations are documented in a communication app with time stamps, I noted that the customer seemed to be very confused.  I advised the staff to highly document all future dealings with her.  I moved her to 09/21/23 at her request since that was the date she believed ****************** had given her.    
  
  On the day of the install the customer advised our crew chief that the only reason she did the job to begin with was to lift the piece of concrete around the cleanout.  She insisted that ************************ promised her that area would be fixed.  Please reference again the notes he made in April regarding that area.  He knew the company could not lift the cleanout area, the notes also alerted the crew that the customer had been prepared that we could not lift that small section. 
  
  The customer also states that ****************** did not return her call after their initial conversation regarding the complaint and after he received the photos.  He did, in fact, on at least two occasions attempt to call and had to leave messages. 
  
  The customer did not make a down payment as she states in her complaint.  After install she paid $2000 of her $2700 balance. To this day she still owes the $700.  Her warranty has been voided for not paying her balance within 30 days per our general conditions.  (See attached agreement).  Structured plans to file a lien on the property November 10,2023 and pursue all legal avenues of collection moving forward.

  Due to the size of our zipped files and number of documents I was unable to upload page 3 of the agreement which is a scale drawing of the proposed area to lift.  Please contact me if you would would like a copy of the page.
  
  I hope the BBB recognizes that Structured did what they contracted to do and despite the customers mis-characterization, the balance of the contract is owed.

  Customer response

  11/06/2023

  Complaint: 20808414
  
  I am rejecting this response because: We stand by our original complaint as stated. A rambling statement or hauling an insult as done by the writer does not change a thing. This company and their representative promised to repair our drive and they never delivered. It calls into question their integrity and trustworthiness. 
  
  Regards,
  
  Ngozi & *****************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our problem started as an unknown plumbing issue, we had some leaks but our plumbers were blocked by dirt and recommended hiring a foundation company for an excavation. Since we also needed foundation work, we contacted Structured Foundation Repair and explained the plumbing issue before signing a contract. However, when they came out with their digging crew, they stopped work under our kitchen and guest bathroom because it was muddy due to leaky plumbing. This seemed to us like a bait and switch, since we were upfront about our plumbing issue and our contract did not stipulate on the condition of the dirt. We also asked if they thought there could be sewage during their estimate and they never mentioned an unwillingness to dig if there was.?A month went by and the situation worsened with a ***** infestation. We had 6 plumbers reinspect but they still couldnt access the issue source and they all recommended re-plumbing the house, which is risky to do before a major foundation repair. Also, all but one commercial plumber factored in digging, which was what we paid this company to do. Had our contract been honored and the dirt removed, I could have hot-fixed the kitchen until the foundation work completed and then re-plumbed without a commercial plumber, saving money and not putting our warranty at risk.On top of this, they went over their original estimate by an exorbitant amount, it started at $17,000 and then increased by $7,000 before they came down to $3,800, which was phrased as them doing us a favor. We have since had two other reputable foundation companies come out to provide estimates, which are roughly half of what this company is charging. One company even quoted us $500 to scrap soil back under our crawlspace to prevent moisture penetration because the area was not excavated correctly.

  Customer response

  06/21/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5/16/2023 - paid the contractor to come in and install a drainage system. The contractor destroyed my electrical lighting system. Did not finish the installation of the draining system (found screws to grates on the driveway near the car). The contractor destroyed the lighting system while digging the drainage system. The manager said that his team usually assumes that older homes have non-working lighting and sprinkler systems. The digging team did not bother to ask us if the system was working. The drainage system is also not level with the ground, nor titled at an angle to allow water flow to go downhill. The company sold us on their respected work. They verbally told us that they leave yards better than when they find them. They also said not to worry about any problems, and that the team would immediately bring accidents to our attention. That did not happen. Not only did they not tell us that they cut our lights (which were attached to a solar timer system), they throw the old electrical wire (about 5 ft) into our garden bed. They unearthed our lighting electrical wires and left them above ground. One light was smashed. One light was trashed and no longer on my property. They also spliced a line and put it in the wrong place. When we called the company, they said it was not their fault or problem and that we should have removed the lights before they came. Why wouldn't they tell us this before the work began? The company offered a measly 50 to fix the light, we got a quote from a company that the cost would be $500 or more to fix.

  

  Business response

  06/02/2023

  We handled this directly with the customer.  The customer told us he would rescind the complaint.

  Customer response

  06/05/2023

  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.  The business promptly resolved the issue.
  
  Regards,
  
  Ciej Brown

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Structured Foundation because we saw cracks on the walls by the bedrooms and other parts of the house, as well as inability for doors to close. An analyst came and we showed him the cracks and the problem and he did an inspection and provided us with a report. The report showed a due amount of $8,010.00, so we went ahead and decided to move forward. They then told us that a third party engineer will come out to do another inspection and then we can set the date for the repairs to be completed. On 11/22/22, the analyst emailed me stating he was able to get the repairs down to $7590, and we scheduled the work for 3/17/23. Please note, our initial call was because of cracks and doors not closing. On the day the work was supposed to be done, their crew came out and someone asked why we had initially called, we showed them the cracks and doors not closing and their own crew member advised us that they were not there to do that part of the job because it was not on the report provided. We called and asked what was going on, and we were told that neither the engineer or analyst found any issues with the cracks and doors not closing, therefore, it had not been added to the report, and we were told that to fix those issues (the reason for initial call), it would be an additional $2,000. We proceed to say we were not moving forward because we felt scammed. We are NOT the experts, and we were under the impression that the work was going to be done to fix the issues we had called about to begin with, but their own crew stated that is not what was on the contract, which is false advertisement. We then received an invoice charging us for the initial report, permit, and cancellation fee totaling $1,250. We should not be getting charged for anything since the cancellation was done because the company failed to quote the work we initially called about, had they done this from the beginning, we would have not cancelled. We request for charges to be dropped. Thank you.

  

  Business response

  04/12/2023

  We met with the homeowners adult daughter for the free initial evaluation on November 14, 2022 because the homeowner would be at work; she also indicated that Spanish was his primary language and she would translate the analysts findings when her father returned home. At no point during the evaluation did the daughter bring up concerns about a sticking door. 
  
  After taking his readings, our analyst inquired about a possible plumbing leak in the master bedroom area due to the raised elevations and signs of stress. The daughter confirmed there had been a significant leak that had been repaired, something noted by the analyst as additional information about the property in our system. For context, when there is a leak below the slab, water runs under the slab causing the ground to swell and push the foundation upwards. The analyst noted that, and thats the reason he asked the question. When repairing a foundation, you do not lift the exterior of the home to meet an artificially lifted interior (as in this case). If you do that, as the leak dries out over many years and foundation subsides, then the interior will end up lower than the exterior. If piers were installed, it would cause significant issues in the future. To clarify, the door thats out of square is a result of an artificially raised interior due to the plumbing leak. 
  
  Our analyst created his repair plan and went over his recommendations with the daughter. The plan includes an easy-to-understand digitally rendered layout of the house with exact pier placement clearly indicated on the drawing. On November 24, after our analyst provided a reduction to the total cost, the homeowner signed the agreement, and our office scheduled the repairs for March 17, 2023. 
  
  Crosstown **************** Services, a structural engineering firm, went out on December 19, 2022, to conduct their own independent evaluation, and also met with the homeowners daughter. During that evaluation, the daughter never referenced the door in question. On his report, the engineer notes brick cracks, drywall cracks, brick joint separations, frieze board separations and trim separations that indicated settlement was occurring on the front-right side of the structure. He also notes that the proposed plan of repair is reasonable.
  
  In the intervening 88 days between the engineers visit and the scheduled repairs neither the daughter or the homeowner reached out to express any concerns about the pier placements, or the lack of any indicated repairs around the door in question. In fact, there were additional phone conversations with the homeowner in the weeks leading up to the install with no mention of any concerns about the door.
  
  Date               Time               Number                      Direction         Dialed.            Duration
  3/14/23           12:19 PM        ****************       INBOUND      **************          3.2
  3/15/23           2:05 PM          ****************       INBOUND      **************          5.75
  3/15/23           2:11 PM          ****************       OUTBOUND  **************          1.42
  
  
  It wasnt until the crew arrived on property on March 17 that this became an issue, with the homeowner demanding we install five additional piers for free because he felt they were necessary. When it was explained that wasnt going to happen (both because additional piers could only be installed at an additional cost, and because of the artificially-lifted interior explanation above), he cancelled the installation on the spot. 
  
  As for the charges incurred, these are clearly explained in the General Conditions, included with the agreement that was signed. It reads as follows:
  
  CANCELLATION/RESCHEDULE POLICY
  A customer may cancel/reschedule an agreement with COMPANY at any time by providing a written request by email to ***************************************************. Any job cancelled or rescheduled within 3 business days prior to the scheduled commencement will incur a $250.00 change fee. Any job cancelled or rescheduled after the crew has been dispatched will incur a $500.00 fee. The homeowner will be responsible for any charges incurred prior to cancellation. 
  
  The charges incurred prior to cancellation in this case are for the engineers report and the ************* permit (a requirement for foundation repairs in that city, which we pay for up front). At the time of cancellation, no monies had been paid to us as no down payment was required. Had the customer cancelled outside of the three-day window, there wouldnt have been a cancellation fee. And had they cancelled before engineering and permitting, there would be nothing owed. 
  
  Since the customer had ample time to question the **********************, request a modification, or cancel the repairs, we feel the charges are true and justified to cover the third party, civic, labor, and administrative fees to date. In addition, the payment of these charges is a contractual obligation of the homeowner. 
  

  Customer response

  04/12/2023

  Complaint: 19911568
  
  I am rejecting this response because: When the analyst went out to the property, it was shown to him the cracks inside the rooms and the issue with the doors. It is obvious that if someone reaches out to a foundation company is due to visible cracks inside or outside the house. Those were shown to the analyst and then the analyst did the report and said another inspector will come out. We were never told we were suppose to ask the inspector or expressed what our concerns were, we thought the inspector was just there to do its job and that's it. Again, you cannot expect anyone to question the work of the so called "experts" when it was already mentioned the issue of the cracks and the doors not closing properly. We had no intention of cancelling because it was assumed that the work we inquired about would be done. It was when your crew got there and asked why we had called them, that we showed the crew member what the issues were and they advised us that work was not going to be done because it wasn't included in the report. That is the reason we cancelled. This was not our mistake, this was your company's mistake. The analyst saw the cracks and knew about the door not closing properly. What the company is stating about the leakage, is not the area were the cracks or door issues were, so that does not come in play. The company failed to addressed the reason for the initial call which were the cracks in the rooms and doors not closing properly. When the crew came, they asked were the cracks were and we showed them and the crew advised the repairs were not going to be done to repair the issue we called about, because apparently it was not needed. Here is the thing, if we called for specific cracks, and door issues, then that is what needs to be addressed. The only one that explained the sketch to us was the crew when they were there to do the work. The contract is not valid due to misrepresentation because of the tactics used to try to persuade us to have work done that we did not requested, and not have the work we requested done. Also, after we were given the initial quote, the analyst continued to email and ask when were signing, which didn't allow much time for us to review, and we had limited time on this. There no validity in a contract that was done and requested to sign in a manner of duress. Our call was to have the analyst look at the cracks and doors not closing properly, which was not addressed and instead we were told other areas of the house needed the work, this is misrepresentation. The contract is not valid and we are not going to be subject to it under these circumstances. 

  
  Regards,
  
  *************************

  

  Business response

  04/18/2023

  The facts remain the facts. We didn't recommend repairs in the area of concern because putting piers around an area of upheaval (caused by the plumbing leak) would only cause further issues down the road. Our repair plan was sound, and the engineer agreed with it. The customer had ample opportunity to discuss the repair plan and address any concerns - or even cancel - in the 80+ days before the repairs were scheduled and chose not to.

  Customer response

  04/24/2023

  Complaint: 19911568
  
  I am rejecting this response because: I'm not sure why you keep saying or talking about the leakage that happened who knows how long ago, when again, the issue was never that side of the house. That is the complete opposite side of the house. Our initial problem was the cracks and doors not closing on the opposite side of the house. Please stop making this longer with your inability to resolve this issue. We are willing to pay the cancellation fee only at this point, so please send an updated invoice and we will make that payment so this can be resolved. 
  
  Regards,
  
  *************************

  

  Business response

  04/24/2023

  All relevant information has been disclosed.  We will not be adjusting the invoice.

  Customer response

  04/24/2023

  Complaint: 19911568
  
  I am rejecting this response because: We will not be held accountable for a mistake made by your company. There is no valid reason for us to be liable for payment for anything that was not our fault because of the incorrect report that didn't addressed our first main and initial concern. All this company was trying to do is do a work that was later going to need additional work done just to charge extra, and that extra was going to be $2,000. The company is scamming people by doing this and should be reported in every page to make sure other homeowners are aware!
  
  Regards,
  
  *************************

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