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Complaint Details
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Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
December 2023 I contracted with Frontier to level my house. I financed $12,000 through ****************** for the work performed. In February 2024, I contacted the company to have them repair equipment they installed which had started to malfunction. The proposed work in the contract was not done and now I am faced with getting the work done anyway. I have had 3 more contractorsc come out and give me quotes for the work which still need to be done. I have pictures of the work performed by Frontier versus the work they really performed.I am looking for a path forward. My home is my livelihood.
Business response
03/12/2024
****************,
Thank you for contacting us. A manager will be reaching out to you before the end of the day today to discuss so we can better understand what work was not done and to reach a resolution. We will talk to you soon. Thank you!
Initial Complaint
09/27/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
The contract was signed on Feb. 14, 2023. Work was started in March 2023. It was done in three different phases. We were told to put down 25% of the money and the balance to be paid at the end. They ask for money at the the end of each phase. Cracks in the bricks still exist. Sticking doors in the house was a problem. We still have sticking or doors that don't close. Sagging / slopping floors before job started. We still have slopping floors. In the crawl space a moistier barrier was put down and they put it on top of the ******* cable line so that you now will not be able to move the cable to put the tv in a different place in the living room. They said they would come back and correct all of the problems. They never came back. I called again on July 24, 2023 and ask to speak to the owners. They said they were not in and told me that they would take care of the problems. I have not heard a word back from them.Business response
09/29/2023
********************,
Thank you for bringing this to our attention. I'm sorry your experience with our company has caused frustration! We tried to reach out and left a message yesterday and we will continue to reach out until we can connect and come to a solution. Please be on the look out for a call from our production team. We look forward to connecting with you. Thank you!
Business response
10/13/2023
Morning! We reached out to this customer as soon as we received the complaint from the BBB and set an appointment to meet at his home and review any issues. We are currently doing some additional work for him and will update when this is complete and client is happy with the results. Thank you!Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After a brief inspection, I was told that my foundation had minimal damage, and I should stabilize it. I was given two options: raise it or stabilize it without moving it. I chose to stabilize it instead of raising it so I wouldn't have to deal with repairs on the interior. Shortly after the work was done, cracks began to appear on the interior of my home around doors and on the ceiling. The only crack that was originally found on the interior was quite small, but it has now branched out in different directions. I have gone through a few weeks of texts and calls with Frontier, but the last call was what prompted me to file this complaint. I was told that damage to the interior of my home is not under warranty and is out of their control, yet clearly whatever they did caused this damage. I haven't heard anything from the company since last week, so they don't seem to have any urgency in resolving this. Did they damage the foundation? Did they raise it instead of only stabilizing it? Did they fix the wrong thing? Whatever happened, I need a refund. I need to hire another company, with no initiative to hide mistakes, to come and figure this out and make repairs to the inside, and potentially the foundation. I don't trust this company to figure out/tell me honestly/fix the problem.Business response
08/22/2022
Business Response /* (1000, 5, 2022/08/16) */ *******, I am so sorry that you feel like you have been left in the dark. I can tell you that we were just in a meeting at the end of last week discussing your project. We will need to do a site visit with a manager to look into your issues. You will be receiving a phone call to schedule that today. Again, I am so sorry that you feel like we have forgotten about you, we haven't and have not communicated the best we could of. If you need anything Please feel free to reach out to me directly but I will be sure to have someone reach out to you today to meet with you. Thank you, ****** ****** General Manager XXX-XXX-XXXXInitial Complaint
04/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I purchased an encapsulation system from Frontier Basement Systems for $10,000.00. We had to call them out a couple of times for poor work done on a door constructed for the crawl space, so that was fixed. We noticed water on top of the system, so we call and the gentleman I believe he said ******** from Ky, said the first problem is the pump is not on the lower part of the home where the water was. He then tells my husband they can put us in a drain for an additional $4,000.00. ******** told my husband that he would speak to **** ***** and get back to us. We had to call ****, who said he never got a call from ********, and he would be out on Monday which was 4/25. To date, we have not heard from **** and it has been three days. I was told by my tax preparer they did the same thing to her instead of being the experts and telling you to get this done up front, they come back to get more money. I called and spoke with ******** at the office because we were to have been given a registration for the pump and the dehumidifier to send back to them for the warranty, but that did not happen, so ******** said they would honor the warranty anyway. We asked her to put this in writing and email it to us, but that never happened as of 4/25. We have never received any warranty documentation on any of the products sold. They never told us we would need any type of drain system and we feel as though now since they have the money for the job, they have turned their back on us and it is on to the next job! Now, I have a co-worker telling me of horror stories her friend had using Frontier Basement Systems. We had an HVAC company come out and there is an opening on the lower end of the home and we were told when they were putting the plastic on the walls of the crawlspace, had they covered this opening from the inside, that would have remedied the problem. This added an additional cost of $1800.00.Business response
05/09/2022
Business Response /* (1000, 5, 2022/04/29) */ Thank you for letting us know about the problems that you are having. I have reached out to Mr. and Mrs. Brown and we have come up with a plan of attack to address their water intrusion problem and seal up around the HVAC unit. I have also re-emailed them a copy of the warranty and owners manual for their dehumidifier that was originally sent 4/20/22.Initial Complaint
02/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I requested a quote on moms removal from them and was given a quote and made the deposit. A few weeks before I was scheduled to have the service done and pay the rest of the lines they told me they needed me to remove and dispose of all of my insulation. Which insulation is incredibly expensive to replace. I told ******** ******* who was the person that came my house for the quote that I could only afford the 2300 we quoted me for the mold removal. He explained I had two pieces of fallen insulation thsg would have to be tacked back up or removed. He never said anything about it being totally removed. I would not have agreed to the service had been said that. This was in September-November. Now the company is ignoring my emails and non of their phone numbers online are working. I just want my money back I was mislead and misinformed about what needed to happen for the service.Business response
06/13/2022
Business Response /* (1000, 10, 2022/06/03) */ ******, We have called 5 times in the last 4 months to discuss your refund with you but your phone goes straight to voicemail. I am more than happy to discuss your refund please contact me directly at our office at XXX-XXX-XXXX. Thank you, ****** ****** Frontier Basement Systems XXX-XXX-XXXX - Office ******@trustfrontier.comInitial Complaint
12/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Sept 24 made deposit $5398.70 for waterproofing basement and den. Wanted pumps in garage & closet den.Dec 6 work begin. Den closet has no battery for pump. Wasn't told needed electrician for electrical outlet. Took more steps out than originally planned. Had to call company in order to have steps put back. Had to replace carpet on steps. Dehumidifier isn't available until Dec. 16. Tile had to be cut and concrete was put down in a sloppy manner- zigzag. Phone call was made but never returned. Pump in closet wasn't in working until electrician put in a outlet on Dec 9. Battery for Second pump will be available Dec 16. Tile will have to be replaced or cement floor will be painted. 5 pictures attached.Business response
01/19/2022
Business Response /* (1000, 5, 2021/12/13) */ *****, our production manager spoke with you today about coming out on Wednesday December 15 at 10:30am to address your concerns. We also have an appointment set up with you for December 16 to install your ******. Looking forward to making you a happy customer. Consumer Response /* (2000, 7, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very satisfied with the finished result. **** (project manager) has been outstanding responding to my calls and texts. He came to my home to look at the issues I had. The next morning he sent out another team (******** ******* and his team) to correct the issues. They called to tell me they were on their way. They corrected all the issues within an hour. They were efficient, cleaned up their mess as well as the previous team mess. I would highly recommend ******** and his team for any future work.
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Customer Complaints Summary
11 total complaints in the last 3 years.
5 complaints closed in the last 12 months.