ComplaintsforHercules Foundation Repair and Remodeling

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hercules installed *************************************************************************** 2020. Around September 2023, an assessor from Hercules came back and determined that adjustments were needed along that same side of the house so it would be covered by the warranty. A crew came on 11/29/2023 to do the adjustments. The workers claimed that only the piers on one corner needed to be adjusted (which happened to be the only section that did not require concrete breakouts). The work crew insisted that no other piers needed to be adjusted and that any variances we felt indicated that additional piers would be required. I left numerous messages with Hercules on 12/14/23 (voice), 12/26/23 (online), 1/08/24 (voice) and 1/10/24 (online) with no response. At that point I contacted another company, and their evaluation confirmed that work was needed on the west side of the house. The measurements were actually worse than when we had the original work done in 2020. We ultimately paid to have this company do the work since Hercules would not respond to our requests and lied to us.

  

  Business response

  05/07/2024

  We have reached out to **** regarding the issues and problems she has experienced. We have no excuses for the situation and we have directly came to a agreement with ************ in refunding her contracted Price of $4,950.00 in full. We have moved forward in remedying the issue from happening again with the termination of original crew involved and handing our office staff accordingly in missing the email and calls from **** and her family. This is not a way in which Hercules operates and this issue will not be a reoccurring problem. 

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I agree that the correct refund amount should be $4950.  I would like to note that after 4 weeks, the promised refund has not been received.
  
  Regards,
  
  *****************

  Customer response

  06/05/2024

  Complaint: 21578449
  
  I am rejecting this response because:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********.  I agree that the correct refund amount should be $4950.  I would like to note that after 4 weeks, the promised refund has not been received.
  
  Regards,
  
  *****************

  

  Business response

  06/19/2024

  We have been in communication with the customer and will be reimbursing her as soon as possible.

  Customer response

  06/25/2024

  Complaint: 21578449
  
  I am rejecting this response because the refund has not been issued and no date has been given on when it will be issued.
  
  Regards,
  
  *****************

  

  Business response

  08/06/2024

  Hello,

   

  The refund check is being put in the mail today & the customer should receive it within the next few days. Thank you.

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The refund has been received so this issue is resolved.
  
  Regards,
  
  *****************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in December 2022, I began obtaining quotes for possible foundation issues with our home. I contacted Hercules Foundation Repair and ************************* came in December to take measurements of our home and provide us a quote. ****** quoted us for 15 steel piers for $10,500. We signed the agreement December 27, *********************************** March of 2023. Hercules Foundation Repair came in April and they identified a water leak beneath our home. ****** stated they could hire their own plumber and quoted us for $18,000; $12,000 for the trenching and $6,000 for the actual plumbing repair. We signed the agreement for the plumbing April 5, 2023. Recently we noticed a leak in the same location beneath our home. I deferred back to the photos the plumber gave us to consult with a reputable plumbing company. We were advised one of the two repairs made did not meet code. I have contacted ************************* numerous times in the past without receiving a call back, a text or in-person visit. I called their office inquiring on the plumbers warranty and she told me they did not perform the work. I explained to her that I signed an agreement for Hercules Foundation Repair to fix my plumbing issues and never received a warranty on it. She stated she would call me back and I have yet to hear back from anyone at Hercules Foundation Repair. Meanwhile, I paid a total of $28,500 for the foundation and plumbing repairs and I have yet to receive a response. ****** simply will not respond to my texts or voicemails. I cannot sell my home until Hercules Foundation Repair can take ownership of the house plumber they hired and his inadequate repairs. Next I intend to consult with a construction litigation attorney if they do not repair the pipe correctly. Please assist this veteran family.

  

  Business response

  04/04/2024

  Hercules Foundation Repair was contacted to originally fix the foundation of the home in December of 2022 and did schedule the repairs in March of 2023. 

  Upon working and digging of the holes we had discovered that the home did have some sort of drainage issues. We then contacted a plumber we have worked with in the past (JT solutions who is licensed and insured) to come and located the issues and provide a recommendation for repair. We then worked up a quote to fix the plumbing issue at the time. The repair called for 40 of soil excavation which I will add was usually $400 a foot for tunnel and backfill but we discounted the price to $300 to help the customer with the cut down on cost. As well as $6000.00 to pay for the plumbing part of the work done by JT Solutions (*********************). From my best knowledge JT solutions offered a 6 Month craftsmanship warranty on the plumbing, but as far as our signed addendum between Hercules Foundation Repair and ********************** there is no stated or mentioned of warranty between us and customer regarding the plumbing ********************** as shown in documents uploaded by customer. The ******************** warranty is for the lifetime of the home and still in effort granted that this plumbing issue being brought up to us as of todays date hasnt damaged any of the installed piers or caused any soil erosion around them. When Hercules and JT Solutions had left the home the plumbing was all in functioning condition and working as it should properly. Therefore there is no proof that the repair was not done properly, if the plumbing has since then failed theres a numerous amount of issues that couldve caused it which is why we dont offer any warranty on such plumbing work. Also I instructed ****** to not respond further into your concerns of your insurance claim you were trying to make because we do not participate in any insurance fraud whatsoever. ****** had notified me of speaking to your insurance company regarding our findings at the time of the foundation repair and giving them a verbal report of the issue and what may have caused it. You then of which got very frustrated and instructed my employee to state false accusations and reports to try and push the insurance company to pay out to the plumbing leak under their guidelines. Unfortunately we assume the insurance company did not pay the claim due to the reason for it failure. That of which is not my companies or my employees fault but you seemed to tell ****** otherwise. Us doing stating false reports would be insurance fraud. You had not once contacted our office via email or phone call about any issues of this plumbing up until todays date. Last email received by you was 4/11/23 where you had requested documentation (ones attached In complaint) which were provided at the time and you thanked us and havent received anything since.

  Customer response

  04/05/2024

  Complaint: 21531032
  
  I am rejecting this response because:
  

  I never implied or stated to ****** to commit fraud. What ****** stated was the foundation may have shifted as a result of the plumbing leaks and therefore, suggested I file a claim to my insurance which I did. I mentioned early on to ****** that the crew was starting during a week-long downpour and he assured me rain would not cause my piers to shift. No less than a year later, the same corner of my house shows evidence of water pooling. My frustration with the insurance agent was unrelated to Hercules Foundation. Specifically, the insurance agent stated I did not ***** them enough notice for them to evaluate the work Hercules Foundation performed which I did. The insurance agent never came to my house to attempt to evaluate the damage to my foundation and pipes. That is precisely where my frustration was and not with ************************* or Hercules Foundation. I had called ****** over and over immediately after they damaged my porch and repaired poorly to which he stopped answering. The thin set their contractors used to repair my porch cracked and broke into pieces within the month that they repaired my porch. I could not get ****** to come back and witness the outcome of the repairs one month later because he refused to answer my calls. To demonstrate this companys lack of professional courtesy, they have yet to call me back about my warranty concern.  It should not take a Better Business Bureau complain to get a response. Im a proud ************ veteran who paid you $28,500 in FULL, slandering me and alleging I commit fraud is baseless and irresponsible. I dont need to commit fraud, you are better than that sir.

  I signed an agreement with Hercules Foundation as attached. At no point did they send me a DocuSign about a said 6-month plumbing warranty or notify me in any manner that I had a limited plumbing warranty until now. If this was true, they would have notified me of this prior to the work being done or on Monday when I called and they didnt. If the leaks have since surfaced, they still have not responded to take measurements of my home to indicate if their steel piers have since shifted. Hercules Foundation is completely absolving themselves from their entire work, foundation work included. Irrespective of the plumbing repairs, I do not know that their foundation work has failed or not. I contacted their office about taking measurements again as ************************* had told me the warranty would work. As clearly demonstrated in writing by the owner, they have chosen to absolve themselves of their foundation warranty by not responding to me. 
  
  *** Im going to chalk this plumbing repair as a loss and move on. Ill pay another plumber to fix it. *** 
  

  In total, $28,500 was paid in full to Hercules Foundation and all I am simply asking for at this point, is to evaluate their foundation work so I can take the next course of action on repairing the leak. I DO NOT intend or wish to take legal action against Hercules Foundation provided they follow up on my foundation warranty. Clearly there is water puddling in the very corner where Hercules placed steel piers, please evaluate your own work for possible shifting. Simple. This agreement is legal binding, honor it so we can both move on. 

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

  

  Business response

  05/07/2024

  We have reached out to the customer. He will be reaching out to close complaint directly due to complaint of the plumbing issue originally reported on for to the BBB being not the cause or fault of Hercules Foundation Repair. We also asked about a day and time for coming back out to reevaluate and ********************* stated he would call for a later time to assess foundation issues if any at all are present. 

  Customer response

  05/08/2024

  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. A subsequent plumbing inspection from a licensed plumbing company revealed a second plumbing issue not related to the repairs made through Hercules Foundation. I spoke to a Hercules Foundation representative extending my sincere apology regarding my chief complaint. We also discussed scheduling a survey at a later time to determine if the pier repairs have shifted or not. I wish to close this complaint as I have found this to be an amicable resolution. Thank you.  
  
  Regards,
  
  ***************************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hercules installed a ribbon driveway at my house July/Aug 22. Contract states will install 6 thick concrete driveway w/expansion joints every 12 feet & ***** PSI concrete mix. It is not compliant; not 6 thick, no expansion joints, and ***** PSI doubtful: driveway was poured too wet/bleeding, immediately began failing; it is uneven, slopes run-off towards house, has structural & cosmetic issues-sinking/water pooling/discoloration/delamination/cracking/honeycombing/scaling/chipping/failed patched spots. Not all work has been completed. Requested refund of $7,500 paid in order to reinstall driveway. Not currently seeking funds for property damage, demolition of failed driveway, or labor/supply costs I incurred. *****/Hercules refused to address til I stated I would be filing w/BBB & the city. He & two employees came out to reinspect driveway. ***** insisted driveway was good; refused to acknowledge defects. After back & forth, he acknowledged some defects; insisted driveway okay. His focus was on how much money he lost on job from their prior mistakes vs recognizing/addressing poor quality of final product. ***** threatened me w/some unknown action through my employer (the military), stating my guys are retired Army and they know how to get me. I would be obliterated and embarrassed if I took him to court. When pressed for further details on his threats, he simply made vague comments that he would get me. I have this on ring video. I said I had nothing to hide/fear, not slander, supported by photos, videos, ****************** Shortly after he just got in his truck & drove away mid-convo. His two guys stayed behind; apologized f/his behavior; agreed driveway was not the 6 pour the contract stipulated; acknowledged there were some issues w/driveway, but continued to make excuses for this. ****** stated they would have a resolution sent to me via email by **** on Friday of that week. 5 weeks later, multiple unreturned calls, & still no response.

  

  Business response

  03/09/2023

  ***************** was a 2 part job. 1. Was the foundation repair on the house. That job was finished and completed with inspection from the city and passed by a state board engineer. 2. Was a ribbon driveway that was requested by the customer. From the very beginning of the ** job she was not happy. She was constantly questioning our workmanship and ability as a company (after we already had exceeded expectations on the foundation ill add). Before the concrete was even poured the was nonstop questioning the concrete. Then the concrete had arrived and directly after concrete was pour she kept mentioning that the concrete looked "wet" (IT WAS JUST POURED of course it will look wet.). So we then decided to redo the driveway because without that she was not going to pay us our balance on the job. After we did that we told her that although she still was unhappy with the work still we would warranty for a certain time that we would make or redo any repairs/deficiencies needed. She then withheld our balance and told us she wanted ALL of her money back for the driveway install. We have gone over and beyond for her and she continued to threaten us. We have lost ALOT of money for labor and concrete for two driveways for her and she still believes we owe her more. She has not called about any WARRANTY or STRUCTURAL problems, only for money back. 

  Customer response

  03/23/2023

  Complaint: 19390124
  
  I am rejecting this response because:

  After filing the BBB complaint, it took almost a month, two requests, and a call from BBB to get a response from the owner, ******* The response he provided shows he is not aware of the issues nor timeline of events, he is belittling and off topic in his response, and it is full of inaccuracies and even lies. From the start this company was disorganized, had communication issues, lacked on-sight and off-sight supervision, and didnt stand behind their work. Rather than acknowledging issues with their products and trying to correct them, they would try to talk it away, offer warranties without actually providing warranties,or guilt/pressure/bully the customer into accepting their poor work.  If they had simply supervised their crews, we probably wouldnt be in this situation. Instead, they sent a new subcontractor without supervision to represent their company. This sub admitted that he had too many jobs and because of that he was usually not on site either. So it was just day labors left to do the work. When issues started, did they send out a supervisor or change the subcontractor? No, they just left this guy to do the same bad work again and again and again. Hercules repeatedly and consistently failed to have a supervisor on sight. Hercules cost themselves money, it had nothing to do with me/the customer. It took me flat out telling ***** that I did not want this guy working on my house anymore, before he realized that he should have pulled this guy off the job months ago. They told me they ended up letting him go, because they had problems with him on multiple houses. However, now that I have contacted the BBB, Hercules is claiming he is still employed by them and he has not had any issues. I know this is not true, as I know another homeowner who Hercules used this same subcontractor (****) with, and that homeowner also had a nightmare of an experience.
  Since ****** brought up the foundation, I will share that they absolutely did not exceed on the foundation. What was supposed to be a three-day job took five+ months and it is still not complete. The foundation has continued to sink in spots that they lifted, they did not finish grading, skirting was not repaired, and flashing around the crawlspace was not finished. I understand that the house will experience some shifting post foundation repair, but there has been substantial shifting that is not normal. Hercules had to come out multiple times and eventually added more piers than expected, because they failed to evaluate if the piers that were in place were structurally sound. They did not have the engineer perform a pre-inspection to approve the pier and beam plan, which I believe is required by the city and would have caught this issue.The first time Hercules reported the foundation was done, a crew of two to three guys came out without supervision and said they were done after 2 days.No one checked the leveling after they said they were done. The house was definitely not level, so they came out again for a few more days. Again without supervision and without checking the leveling. During this time, I was repeatedly harassed for payment by a large and aggressive man I had never met before. Turns out he was supposed to be the supervisor/******* for the job, but only showed up to collect money. I finally paid the full amount ($8,500) for the foundation even though they were not done, because the harassment for payment would not stop. I trusted *****, that he would stand by his work and make it all right. When I told ***** that it was still not level, I was brushed off/ignored. When the inspector/engineer came out to inspect for completion, he substantiated my concerns. He had them come back out to redo the foundation. Eventually,they took **** off the job and had their regular guy come out. He identified multiple issues and confirmed the previous crew did not do a good job. He came out for the start of the redo, but did not come back to check the final job. I think if he had, all would be good, but he didnt and the job isnt finished (flashing, grading, skirting noted above) and the foundation still has issues.It is sinking in the same spot, but the inspector/engineer is beholden to Hercules for continued employment and was not willing to push back a second time.
  What ****** is calling complaining, was me letting them know that their crews were unsupervised and that they were framing the driveway 10 feet away from where the driveway was supposed to be. The crew was framing the driveway on the edge of the property line, when it was supposed be 6 feet away from the property line. Even after I contacted the company to let them know the issue, they still did not send a supervisor out. So they reframed again, but in the same wrong spot. I finally had to go out and **** the driveway apron to show where the driveway should be connecting to the apron. Hercules should be thanking me for communicating with them, not labeling me a complainer. I didnt question the concert until about half-way through the second attempt to do the job right. Their concrete truck just left, before they had finished the first ribbon. I was told this was due to a payment issue from Hercules to the cement company/driver. Then, when it returned several hours later, they added copious amount of water to the cement coming off the mixing truck. This resulted in massive bleeding, which I have photos and videos of.This is when I started to question the concrete. Not after it was poured, but while they were pouring it. To belittle a customer, who you have already failed several times, with a statement of of course it looks wet is a red flag to any future customers. My concern was valid and I truly believe this cement would have been turned away by a professional; however, this company did not have a supervisors on site to make that call. I was laughed at by the crew when I told them it was too wet and I did not want them to continue with that cement.Please note, this was the second attempt, while ****** clearly seems to think this was the first attempt. The first attempt they failed to use the rebar agreed to in the contract and paid for by the customer/me. ********************** tried to pressure me into accepting the job. When I asked for a written warranty and a refund for the rebar (that they did not use), they decided to rip it up and repour it. They ripped it up without my consent, by the way. Honestly, they tried to use the wrong material the second time too, but since I was on site I pushed until they brought enough rebar. For the threat to withhold money statement,***** forgave the remaining balance, because of all the issues and because he acknowledged that the driveway was not good nor finished. In fact, he thought I still owed $5,000/$6,000 and he said he would forgive that amount. When I told him I only owed ~$2,000 he changed his tune to not giving me anything back and going back to the driveway being good again. They never finished the job,there is still framing attached to the driveway, they didnt finish grading the dirt, the rock down the center was not fully provided nor installed, the cement was not cleaned off the house, the patio cracks were not sealed, and the skirting around the foundation was not repaired. They have talked a lot about warranties, but have never provided anything in writing despite my multiple asks. Considering how they are handling a driveway that is already failing just months after being poured, I would assume their warranty wouldnt mean much anyways. It is a flat out lie that I have not called about structural or warranty issues, I have called, texted, and emailed multiple times. All of which I can prove with phone records, texts, and emails. They have refused to call me back or to stand behind their work. Instead they have tried to pressure me and threaten me.
  Please note, the driveway was not inspected by the city nor by an engineer. I know ****** did not say it was, but if you read to quickly,you might think that was what he was saying. While it is clear to even the layperson that the driveway is not right, I have had several contractors mention that my driveway was poured badly. These contractors were not there to evaluate the driveway, but rather to bid on other jobs; however, they noticed right away that the driveway was poured too wet. When I finally got to speak to ****** (he refused to return my multiple calls, until immediately after his BBB response)he said he would not accept the word of a contractor that I brought in, since it could be biased. However, he insisted on having a contractor that was looking to get work from him to come out to evaluate. When I brought up that his request has the same level (or more) of bias that mine does, he just began to yell and tell me I am being difficult. He should know that his request was not appropriate and respect my refusal of this as a solution. The professional response would have been to bring in an independent inspector. Also, not to yell when a customer is trying to talk through an issue. I finally agreed to his request in the hopes that the contractor would be a professional and identify the issues. Also, in the hopes that ****** would stand by his word and do the right thing and refund the money if the contractor noted issues. Plus, at this point I am getting nowhere with this company, so I figured I would see what happens.
  On the 14th of Feb the third-party contractor came out to do the inspection. The contractor is currently in the employment of one of Hercules owners (he introduced himself as an owner, but not sure if that is true). He is also hoping to pickup some jobs from Hercules. Needless to say, I was concerned, but the contractor did substantiate the issues I noted in my original complaint. He agreed that the driveway should be torn out and redone.He confirmed the driveway was poured too wet. Today is the 23rd of Feb and I still have not heard from Hercules.
  *Please note that ***** and several of his folks have been out to look at the driveway multiple times. Each time, the try to say it is good and nothing is wrong, then acknowledge some of the issues, but refuse to do anything to fix it. Also, Hercules left large chunks of cement in multiple spots of the front, side, and back yard, trash/debris all over, and covered the whole front yard in rocks/debris (glass, broken old sewer pipe, etc). After weeks/months of asking for them to remove the debris and cement from my yard I finally rented a ********************* and removed it myself. The crew went into my tools and used a box of wood screws ($45), can of spray paint ($10), spool of twine ($10), several pieces of pressure treated lumber ($60), and various tools. I believe all the tools have been returned (although damaged), but I was not reimbursed for the wood/screw/spray paint/twine, nor my labor, ********************* rental, nor the hours of time spent serving as the supervisor. In addition, they cracked my driveway apron with their cement truck, broke my sidewalk with their equipment, and broke my waterline the second time they did the driveway, because they erroneously moved it a foot closer to the house and they never had the house ****ed before digging. You have cost me time from work, raised my water and electric through the roof,drug the work out for months, and your unsupervised crews were constantly turning to me to be the supervisor of the project.
  Yes, I want the money back, so that I can hire another company to remove and redo the driveway. That $7,500 wont cover the cost of a tear-out and repour, but I am willing to accept my losses and move on.
  
  Regards,
  
  *****************

  

  Business response

  10/09/2023

  What is the dollar amount that we can settle on?

  Customer response

  10/09/2023

  Complaint: 19390124
  
  Apologies, but I am only offered the ability to accept or reject the response. Since a final offer was not provided, I am unable to accept. As stated in the original complaint, as well as our email communications on 28 Sept 2023 I am asking for what was paid for the driveway. I believe it was $7,500.
  
  Regards,
  
  *****************

  Customer response

  10/26/2023

  Complaint: 19390124
  
  I am rejecting this response because:
  

  I do not understand why they are asking this question for a third time. I am assuming so that the case remains open and thus their account is not revoked?

  Per the attached email, on the 18th of Oct we agreed to a refund (not a settlement) of $7,500 for the failing driveway. Then ****** demanded a NDA. I refused to sign an NDA. After much back and forth he finally agreed to a refund without NDA, but continues to drag out closure by adding the need for documentation for the refund. I have offered the email traffick and detailed BBB complaint should suffice, but if something more is needed it needs to be provided expeditiously. It really should have been included in his email agreeing to refund without NDA. ****** still has not made a payment nor sent further information on what he needs to do so. He has been provided an electronic option and has my address if he prefers to mail a check.

   

  If he refunds the $7,500 I will mark this complaint as resolved.

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract was signed on 11-13-2019 - foundation repair warranty was for TEN years - I am tired of begging them to return to the service address to do repairs - service address is *************************************************** Paid them $7200 for foundation repair - They keep saying they are coming back - Attached is the original estimate/contract

  

  Business response

  06/27/2022

  Hercules Foundation Repair responded to **************************** complaint on Saturday, June 25, 2022.  ************************ is satisfied with our workmanship and we have verified all issues are taken care of today, June 27, 2022.  Thank You.

  Customer response

  06/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after TWO telephone conversations with Hercules, they have agreed

  to return to the service address and do follow-up work. Had I known on the Friday I submitted the complaint that they were coming by the next day, I would have

  delayed the complaint. For now I am hopefully satisfied that a crew will come back and add more piers in one particular area of the house. That was the agreement

  in today's telephone conversation. 

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

*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. ↩