ComplaintsforVesta Foundation Solutions, LLC

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract with Vesta on December 8, 2023 for $9,200.00 to structurally repair our front porch. Before the contract, I had asked *******, the Inspector, if in fact they could fix the issues. I had told him what other companies had told me that the columns needed to be torn down and rebuilt. I was assured that the helical piers would raise the columns, making sure they were level and would be straight as to support the portico and close the gap. So, I agreed to the contract.The crew sent out by Vesta did not complete the job. Vesta did more damage, breaking the column, further breaking the front porch because the piers raised the west column 1 to 2 inches too high. One column is leaning out and not upright. The front porch is now unstable, furthered cracked, causing the crack to further open and loss of several stones. The porch is now in danger of collapsing.What made this worse was the fact no one would return calls to us about the issues. It wasnt that I made it clear that the porch was left in a dangerous way that ******* called back. She stated that she would send the complaint up to a manager, still no action. After I then called back and asked for *******************. He called me and stated that they would not pay to fix the problem and then asked what I was willing to pay for the work. I responded that the job was not completed, and I would not pay.************** said he would contact his boss and get back with me on Monday, February 5th. I received an email after 8pm on the 5th stating that he and his general manager had decided that they had lived up to their obligation of the contract to stabilize the columns. They did not straighten the column as promised nor did they close the gap. They raised the west column too far which raised the west side of the portico splitting the front even more. They severely compromised the integrity of the portico. It is unstable and I was told it is dangerous and could fall any time.

  

  Business response

  02/09/2024

  We appreciate your honest feedback regarding the separation of the brick on your archway. We understand your frustration and want to address your concerns honestly and professionally.
  As you recall, we discussed the potential risk of brick separation during our initial assessment and throughout the stabilizing process. We emphasized that existing damage and inherent risks associated with structures could result in such an event. Unfortunately, in this case, the separation occurred despite our careful execution of the stabilizing procedures.
  We appreciate your decision to prioritize the overall structural integrity of your column by authorizing the stabilization project. As previously discussed, our work successfully addressed the original concern of potential column collapse, fulfilling our primary contractual obligation.
  While we regret the unintended damage to the brickwork, we must reiterate that it falls outside the scope of our initial agreement and associated liability. However, demonstrating our commitment to customer satisfaction, we offered a discounted rate for just the parts and materials for the installation of the pier, thus allowing you to utilize that savings to apply to brick repair quotes.
  We understand your desire for a complete resolution, and while we cannot take responsibility for the brick separation, we remain open to finding a mutually agreeable path forward. We have provided you with additional recommendations for qualified repair specialists and to explore any further options you may have.
  Please feel free to schedule a call to discuss this situation further and explore potential solutions. We are confident we can find a way to move forward collaboratively and ensure your satisfaction.
  

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The ******* for Vesta raised the column too high, raising the roof so it did not fit together anymore, caused a bigger crack in the brick, broke off stones, and raised the porch so that it slopes back towards the house which is a danger of corrupting the integrity of the house's foundation.  This is not cosmetic affects, it is structural in nature.  I have been told by two companies that the porch is now UNSAFE to be under.  I am having a third to come out to verify.  I will pursue this through the legal system.
  
  Sincerely,
  
  *************************

  

  Business response

  03/11/2024

  Thank you for reaching out to us regarding your concerns. We understand that you may not fully agree with our assessment of the situation. However, we stand firmly by the terms outlined in the contract you signed with us, which delineates our obligations and commitments.
  We sincerely apologize for any misunderstanding or inconvenience you have experienced. Please know that we have always strived to go above and beyond to assist you throughout your project. Our intention has always been to provide exemplary service and support to all our valued clients.
  We have carefully reviewed the details of our agreement, and it is clear to us that we have fulfilled our contractual obligations. As such, we regret that we cannot accommodate your request for any further action.
  We genuinely value your business and your satisfaction is of utmost importance to us. Should you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  03/12/2024

  
  Complaint: ********
  
  The company, VESTA Foundation Solutions has never tried to return my calls nor my text messages concerning this complaint.  ******************* has been invited to come take a look at the work his employees did to my front porch.  He states that I should contact them, I have called the offices multiple times and always responds with silence.  He has never returned a phone call nor a text.  **** needs to see the damage to understand IT IS NOT DAMAGE TO THE ***** WORK, it is the destruction of the structure to the patio, the roof, and to the columns themselves.

  He has created a dangerous situation for anyone that walks under that porch!
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vesta Foundation Solutions (Vesta) was hired to level our house and remediate a subsistence issue.In January of this year, one of their engineers came to our home. He proposed installing a series of their smart jacks and re-shimming some of the existing piers. On February 10, 2023 two employees arrived and completed the installation. I noticed that there was a large crack in an interior wall and the center of the living room floor was sloping almost 2" off of level. I called Vesta to come and check the jacks.I also discovered that the decorative block skirting around the crawl space has cracks and gaps from being raised with the house.When the employee arrived, he confirmed the deflection in the floor with his laser level. He was appalled at the damage to the skirting and the condition of the floor. He didnt examine the jacks or adjust them. He told us he would return the following day with another employee who was an expert to recommend a way to correct the problems. We never saw him again and no one else showed up. I again called the Vesta office for the employee and was told he was no longer with the company. I asked to speak with one of the owners or the manager. After some time, the operator told me no one was available to talk with me or return my call. Another appointment was made to have someone come to the house. Two employees showed up and examined the jacks, the floor, and the skirting. I explained to them that I wanted the problems and the damaged fixed and at Vestas expense. We were told it would have to be discussed with the bosses and somebody would get back to **** never heard from anyone again.I called back and left messages and was told I someone would contact me within ***** hours. That did not happen.On September 11, 2023, a letter was sent to the owners and general manager, requesting repair and completion of the job. No response was received from Vesta.It appears that Vesta is ghosting the me and the issue.

  Customer response

  10/26/2023

  The manager for Vesta came to my home and agreed to add additional supports in an effort to minimize the uneven floors created by the installation of the initial supports.  This is scheduled to occur November 1st but has not yet been confirmed.

  Customer response

  11/13/2023

  A VESTA crew came to my home at the scheduled time and installed additional jacks in order to finish the job of supporting and leveling our floor.  So far, so good.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a portion of concrete on my pool deck that is unlevel. Vesta Foundation Repair sales representative inspected the area on 6/13/23 and determined that their lift system could level it. The team came out on 6/28/23 and did the job. The final result was much worse than it was before the work was done. Not only did it not level this area, it raised the adjacent slab of concrete, which was previously not an issue, but now slopes water back to the pool instead of away from it. It is much more uneven than before. I expressed my disappointment and dissatisfaction in the final result and was told by their work team that, "Well, you tried the most conservative option first and because it didn't work, you chip up and replace the concrete now." I paid them in full and called the company on 6/28/23 to schedule a supervisor to come inspect this. The supervisor, **, came on 7/17/23 and confirmed that the work was unacceptable and said that he would "work something out" with us to have the concrete replaced. He said that he would have an answer for us 7/20/23. I did not hear from him that day, so called 7/21/23 and was told by his receptionist that he was really busy and would call me by end of business day. He did not. I called on 7/27/23 and the receptionist said that she would have him call me back, he did not. I called again on 8/4/23 and was told that he would call me, and he did not. I have not received a return call back from this company regarding this.

  

  Business response

  09/05/2023

  We have been in contact with this customer and have offered her a solution that she's accepted and assured us that she would be modifying her BBB complaint or removing it altogether. Since we were able to resolve this concern with the customer to her satisfaction then we ask that this complaint be removed. Thank you.

  Customer response

  09/05/2023

  The resolution has been made. Thank you

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came to my home a year ago and I called them back out to re-evaluate any changes expecting a higher quote due to inflation. They came out and said that the rep evaluated the job improperly and that it was actually going to cost more due to the fact the the first quote was all wrong. I borrowed the extra and gave them a deposit. Day off (July 25,2023 )the appointment they arrived several hours late with a truck that the service rep stated was new and not equipped to do a complete job. Once under the house they stated they could not complete the job as it was evaluated improperly and the plumbing was in the way. Service rep stated he was sure a refund wouldnt be a problem as this was their error. He stated I would hear from them in a few days. Not to mention while they were under my house they knocked my plenum down under the house and we didnt find that for days and my electric bill was double. Knocked the condensation line loose as well. These people owe me $1000 plus compensation if you wanna be technical about it. They were at my house on July 25 and I still cant get ahold of anybody.

  

  Business response

  08/28/2023

  Good morning ***************, Vesta wants to thank you for providing us with your feedback on your experience with our company. We hold ourselves to a very high standard of customer service and did not meet that standard with you and would like to apologize for that shortcoming. Since your concerns were brought to our attention we worked with you to find a solution that you since accepted. The efforts of the ******** General Manager as well as one of the Owners of Vesta to correct our initial shortcomings, we believe now have solved your concerns. Please let us know should that no be the case and we are more than happy to find a solution for you to ensure that we meet our standards of customer satisfaction. Again, we thank you for your open and honest feedback as this was an opportunity for us to learn as a company. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vesta Foundations repaired my foundation on my house. They had to use two crawl space accesses to do this. Both were closed when they started the project. I have a lot of cats that are inside/outside pets. When I agreed to this I was told they would make sure there were no cats left under the house when they finished. When they were done they told me that the cats were not under the house and the accesses had been closed. I went outside the next day and found that the backyard access was laying on the ground and not secured. I have called several times and been told this is not their problem. First ,she said they would come close the access but couldn't do anything about the cats. Then she told me to call animal control or an exterminator. I am in my 60's and can't crawl under my house to get them out. She acted like they can't send someone under my house to check for cats when their job actually requires them to crawl under the house to complete the task. I told them to finish what they started and I will pay them and they have already threatened to send me to collections.

  

  Business response

  04/21/2023

  Vesta spoke with the customer on 4/20 about this issue.  We agreed with her that we would send our Field Supervisor out on 4/27 at 1pm to removed the cats and secure her crawlspace access points.  This was an agreed solution to the issue. 

  Customer response

  04/24/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract for $30k with ************************* at Vesta Foundations They made a massive mess out of my property. I have 2 bedrooms and 2 bathrooms that are a health risk due to lack of structural support and unprofessional conduct by this company. They did not follow co tract They never sent the same guy twice They had no tools to do jacking They used my jacks under the house My jacks are still there ******* ****** last text said he had phone problems-covid-legal Never heard from him again Made 5 calls-He has refused any of my calls They want money for work not done My house is a wreck I believe there is $100k damage I do t want money, I want it fixed I will make it my lifes work to make sure everyone knows this company is only capable of lifting and leveling a chair not a home or room or garage or any structure Currently drafting the entries that will filed in Pawnee county court. I tent is to have a hearing at the residence so everyone can see what ************************* and his company have left. I even offered to pay them and ***** refused payment. This is extremely bad and looks like we will spend 50k to bury them. Time for nice is over.

  

  Business response

  02/06/2023

  This project was completed by Vesta in 2019.  There is still a balance on the account of $6,500.  The remaining balance must be paid off before we can honor any warranty or return to investigate the issue.  We have relayed this information to the customer several times but currently he is refusing to pay his unpaid balance.  We continue to offer to the customer.  If the customer will pay their unpaid balance of $6,500 we would be happy to go out to their location to assess.  

  Customer response

  02/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

     I have had conversation with this companys admin. She has been an intermediary. This company demanded payment before any more work would be done. Vesta staff repeatly said no  more work until payment is made 3 times. I expressed my displeasure and next steps was legal. I have motions prepared for filing in Pawnee County. I also expressed my desire to be a positive spokesman for resolution and repair and GREAT *** DONE AS OPPOSED TO A LEGAL MESS which I am sure we would prevail. Call ended.

      The ***** called me several days later with a change in their position. A rep will be coming to do an evaluation on 2/20.

  In Summary:

      I altered their contract on the front page - says PAYMENT MADE WHEN *** COMPLETED - SIgned by me on the first page of the contract and accepted by the salesman. But I in fact paid along the way ****** or 78,4%.

      When the company says job was completed in 2019, that is absolutely not the case. THE *** WAS TO INSTALL STEEL AND JACKS TO PROVIDE A SUPPORT STRUCTURE. A SPECIFIC AREA WAS LAID OUT TO LEVEL. THE HOUSE LEVELING WORK IS BARELY 25%......

      So...we have work to do. I also offered to pay montHy even during Periods of ZERO WORK OWNER REJECTED PAYMENTS!!!!....VESTA IGNORED MY REQUESTS FOR 2 YEARS. 

      NOW WE ARE IN A NEW CHAPTER WITH EFFORTS TO FINISH THE ***. COMPANY ALSO ADMITTED THAT THEY DID NOT HAVE THE ***** TO GET HTIS DONE THEN BUT DO NOW. AS I STATED-I WANT TO BE A POSITIVE SPOKESMAN FOR A *** WELL DONE-NOT ANOTHER UGLY COURT BATTLE.

       NOW WE HAVE A LIVING PROCESS - ASSESSMENT ON THE 20TH FEB 2022. MY WIFE AND I ARE BOTH MANUFACTURING ENGINEERS-WE WILL ASSESS WHAT THE OUTCOME IS NEXT WEEK TO MOVE FORWARD.

        AS I STATED-I WOULD LOVE TO PAY IF THE WORK WAS COMPLETED-I WANT IT DONE. THE MASTER BEDROOM SUITE HAS BEEN UNUSABLE FOR 4 YEARS NOW.

          REGARDS

   

      

   

   

  
  Sincerely,
  
  ***************

  

  Business response

  02/13/2023

  Thank you.  Yes after sending this message over a few days later.  We decided it was in the best interest of everyone if we go out to evaluate the property and the project at no cost.  We currently have that Site Visit scheduled for our Field Supervisor on February 20th at 1pm.  Once that evaluation is completed we can then discuss our next steps to resolution.   

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The gentlemen that came to my house on January 17 were very polite but they didnt know anything about carpet. I asked many questions prior to the foundation injections and was told the technicians would remove and put the carpet back into place. When the technicians pulled up my carpet, they left dozens of holes in my carpet and even shredded some sections. I had carpet professionals out and they said it was damaged beyond repair due to the fact that the carpet is continuously one thread from end to end. I was advised that every time I vacuum the holes would unravel and grow larger and larger. Vesta refuses to assist in any way and repeatedly says they are not carpet people. Vesta in no way indicated I should have the carpet professionally removed ahead of time. Vesta ruined $7000 of carpet and simply says we are not responsible.The hoses they used were exceptionally dirty and left grease and oil stains on all of the carpet as well as an antique rug in my dining room. If the guys had simply provided drop clothes or asked me to roll it back, it could have been avoided. No care for our things. They pulled the hoses around corners of our home, removing sheet rock. Grease stains on walls and baseboards. No job cleanup completed. Left all the doors off hinges. No attempt to put carpet back. Minimum of $10,000 worth of damage. Spoke to the manager ***** and he offered to reimburse me $2-300 to clean the rug. We have not heard from them since and received zero compensation.

  

  Business response

  01/30/2022

  Mr and ******************,

  I want to thank you for spending the last week with me going through all of the details about your project and bringing all of this to a healthy resolve.  Thank you very much for voicing your concerns so we can take action at correcting our systems and processes.  If there is anything else you need please do not hesitate to ask.  Please accept our apologies for the delay on getting this fixed for you.  
  

  Thank you again for everything.  Please feel free to update the complaint file and consider writing a review about the resolve. 

  Best,

  *************************, Owner 

  Customer response

  02/03/2022

  
  Complaint: 16672170
  
  I have been in touch with the owner of Vesta.  Once he was alerted to this issue, he was very concerned and responsive.  We have come to a verbal agreement but due to inclement weather, the agreement has not yet been executed.  I am confident this matter will be resolved but wish to keep this line of communication open until that time.
  
  Sincerely,
  
  ***************************

  

  Business response

  02/06/2022

  Mr and ******************,

  I appreciate you taking all of the time to go through the issues you have been having and allowing me to take corrective action.  I am glad we could come up with a good resolve and if there is anything you need from us in the future, please do not hesitate to reach out to me directly.  Thanks again and apologies for the missteps on our part. 

  Regards,

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

  Customer response

  02/08/2022

   
  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,
  
  ***************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Vesta to raise a sunken area of a driveway and repair cracks. ***************************** (salesperson) was told that we desired crack repair for aesthetic reasons. He quoted $2004.35 to raise the two small areas of sunken driveway concrete as well as repair cracks on the driveway and patio. After a six-week wait, the installers arrived on 11/26. Photos attached. The work is completely unacceptable and has done further damage to my driveway. Additional holes were drilled in my driveway and left open. Nothing matches and the cracks are more evident than before. Photos attached. Attempted to contact Vesta several times in the week following via email concerning our issues with their service. They will not reply. Requesting a full refund for this "repair" as it is now likely that the entire driveway must be replaced.Also asking that they cease advertising "driveway repair." If their "repair" procedures are those shown in the attached photos, no consumer will accept.

  

  Business response

  12/14/2021

  Good Morning ****************** and BBB,

  First off I appreciate you letting us know about the problems associated with your project.  I was able to conduct some investigation on our end and determined, the contact number you were using was our Inspectors personal cell phone and he was in the hospital during the duration of your attempts.  Please feel free to contact our administrative team directly at ************ for any future requests.  I understand our field supervisor conducted a site inspection on Monday December 13 and agreed with the defects of your project and scheduled a day to come remedy this situation for you.  I will continue to hold my team accountable to helping you with this repair and ensure we see a mutually agreeable resolve.  Please update the BBB or myself once this is complete and we will continue to work together on this.  

  Thank you again for your time to reach out to us with your concerns and we look forward to helping you get this resolved. 

   

*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. ↩