Customer ReviewsforStructured Foundation Repairs

We had ************ Come out for a Free estimate on foundation work on our home. He measured & gave us his recommendation on foam installation & told us it would be best to get on the schedule to reserve our time with no obligation or fee to cancel. They had the engineer out & plumbers out in 2 days. We got a few more estimates decided to go with with another company. I called **** immediately, emailed, & let him know we were going with piers. 3 weeks later I received a bill for $1000. We will never recommend this company to anyone. Stay away!

In order to respond to this review a detailed timeline is necessary.

On August 22, 2023 The customer signed the agreement for our company authorizing work.  The proposal included 19 concrete pilings, 241 lbs of polyurethane injected on the interior,Initial and Final Engineering with a Third Party Professional Engineer, Pre and ************* Tests with a Third Party Plumber and a ****** City permit. 

The contract she signed clearly states that a customer many cancel/reschedule an agreement with COMPANY at any time by providing a written request by email to ***************************************************   The homeowner will be responsible for any charges incurred prior to cancellation

The repairs were scheduled for 10/16/2023.

The Initial Engineering was ordered on 08/23/23 and was scheduled directly with the owner and completed on 08/28/2023

The Pre Plumbing test was ordered on 08/23/23 and was scheduled directly with the owner and completed on 08/29/2023.

The City permit was ordered and paid for on 08/29/2023.

The customer texted her Analyst on 09/07/2023 saying the following, Hi ****, Please cancel our appointment for work on October 16th.  Thank you for everything.  He responded asking her why she was cancelling.  She responded saying we want a pier & beam for the job.  I submit an email.  Thanks for everything.At that point the analyst was confused.  The customer has a slab ******************** and a pier & beam is a different type of foundation so he immediately called the customer to try and clear up her confusion.  They talked, she said she would get the information to her husband and she would get back to the analyst.  That did not happen. 

On September 20th when the office called to collect the down payment the customer was upset because her job had not been cancelled.  ********** processed her cancellation, billed her for anything that was completed prior to her initial cancellation on September 7th, 2023.  She was not billed for anything after her initial cancellation. 

The only mistake made was when the analyst didnt follow up with the customer and tell her to cancel in writing by email to **************************************************** but he honestly felt she and her husband had changed their minds.  None of that changes the fact that all of the charges were incurred prior to her initial text message to cancel on 09/07/2023.  Her complaint has no validity.  Any copies of documents or screenshot of message are available for the BBB if necessary.

As a real estate professional, this company has never tried to mislead or upsell my clients. I have also used them for personal projects and received great customer service, adequate advice and fantastic work performance.

Thank you for taking the time to post this review. We appreciate your business.

When I was quoted the job by Bill Tatum I was told they would repair my sprinkler/foundation watering system if they broke it. Well of course they did break it. Tatum said he would be out to fix it in a couple days. 10 days later I called and he said he would be out in a day or two. A week later I called and he said he would be out in a day or two. A week later I called the operations manager, Heidi. She said she would have someone out in a few hours. Well she did and they supposedly fixed everything. It’s not fixed. My foundation watering system is spraying water out of a newly formed hole and spreading mud all over the yard. I am fed up with their promises. It seems that as soon as they got their $10K they were out. Makes you wonder about their warranty they claim to have.

First of all, I will again apologize for Mr. Tatum’s lack of urgency regarding the customers concerns. He was wrong to tell him he would personally repair his drip system in the first place and he compounded the problem by not communicating with him. We have already apologized for that and handled that internally. As I explained to the customer on the phone we are very diligent about being upfront when it comes to sprinklers and our policy regarding them. We put everything in writing on our agreements and try and have conversations regarding the landscaping so we don’t have issues on the back end. Unfortunately, foundation repairs can be invasive. The guys are digging with shovels and often don’t even know they have hit something until it is too late. (sprinkler wires don’t look much different than small tree roots when buried.). We tell our customers that if they know they hit something minor and can attempt to fix it while on site, great, but we do not go back to fix it, nor are we responsible for it. Our general conditions state (in bold); 1. The act of lifting a foundation has inherent risks and often causes damage, cosmetic and otherwise. Therefore, the COMPANY has no obligation to repair or replace any damage whether it is exposed, concealed, or buried, to the foundation, structure, floors, plumbing*, electrical wiring, other portions of the structure and its systems, furniture, fixtures, furnishings, landscaping, vegetation, wood or other decks, spas, or personal property without regard to when or where said damage occurs… Since Mr. Tatum told the customer he would personally fix the sprinklers and did not, I immediately sent a crew “in good faith” to help the customer. The crew chief arrived, made some repairs, and ask the owner to test the system. The customer would not allow the crew to test the system, so he had no way of knowing if the system was operating correctly after his repairs. The crew chief called me after hours, at home, to express his concern. He felt the customer was going to be an issue in the future since he would not let him test. Again, I apologize for Mr. Tatum’s actions on behalf of the company. However, we have tried to make right the situation Mr. Tatum caused. It is now the responsibility of the customer to handle his sprinkler issues, based on the agreement he signed with our company. The repairs have been certified complete and have a lifetime transferrable warranty. We will happily service the warranty on the repairs if the customer needs us in the future and will strive for improved communication in situations such as this. We will not, however, be bullied on social media about duties outside of our scope when the customer is not being fully transparent about his own actions.