ComplaintsforRisen Foundation Solutions

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between the dates of February 6th 11th Risen Foundation Solutions conducted foundation repair work for my home. Within a 48 hours from the work being completed my home began having plumbing problems that resulted in a plumbing inspection to determine the cause of the problem. It was discovered that there was a significant break beneath the foundation slab towards the center of the home. After approximately 2 weeks of excavation work, the cause of the break was determined by a 3rd party plumbing company to be a steel plate from Risen foundation leveling equipment that caused the break by piercing a plumbing sewer line. The single break alone towards the center of the house was estimated at a repair cost of $20,000 since it required 27ft of tunneling. I paid Risen Foundation Solutions $30,650 in full by February 11th, 2023 for their foundation leveling services, not to destroy my plumbing system in the process. As a homeowner and as a customer I am disappointed in the services I have received and I am seeking a resolution on this issue. I am aware that repairing the foundation, has the risk of causing breaks in plumbing due to the shifting of the house, however, I did not expect to pay for costs caused by Risen equipment and have requested reimbursement to repair the damage caused by Risen equipment. As excavation continues, more breaks *** be discovered that *** involve Risen equipment, currently $47,250 has been quoted for work being done to repair the entire plumbing system. This plumbing damage could have been avoided, especially since they charged my wife and I $750 for the engineering GPR radar scan, which is said to include scans that identify "grade beams, piping, and post tension cables" according to the contract. I have also made requests for documentation of the company's insurance liability coverage, pre & post lift elevation reading documentation, permit paperwork, and engineering reports (to include photos taken), but each request has been ignored.

  

  Business response

  03/15/2023

  Please see attachment.

  Customer response

  03/15/2023

  Complaint: 19537123
  
  I am rejecting this response because: Risen Foundation Solutions leadership has been aware of this issue well in advance of the certified claim notice that was referenced in their response.  The BBB is a separate entity that serves consumers and businesses prior to any law suits, which per the response letter sent by Risen's legal counsel clearly shows has not been initiated as of yet since we are also well aware and informed of the procedure in Chapter 27 of the ***** Property Code.  I yield back to Risen Foundation Solutions again for an acceptable solution to the complaint submitted.

  
  

  Respectfully,

  
  

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

  

  Business response

  03/26/2023

  ****************,
  
  
  As you are aware, this matter is being addressed outside of the BBB platform. We are awaiting all documentation from you concerning your construction defects prior to Risen being contracted to conduct foundation repair work. These defects include an award from the builder for a faulty foundation which was likely contributory to a failed hydrostatic drain line test prior to our foundation work being conducted.
  
  
  We will also be inspecting the excavated plumbing tunnel within 2-3 weeks pending coordinated availability with the appropriate parties and not before we receive our requested documentation as agreed to, by you, via email dated 03/22/2023.

  Thanks,

  Risen Foundation Solutions

  Customer response

  03/27/2023

  Complaint: 19537123
  
  I am rejecting this response because: Risen is fully aware that the damage caused to my plumbing system noted in the complaint was a direct result of their equipment, which is clearly shown in the pictures that were already provided to them along with the plumbing repair cost documentation for the issue at hand.  
  
  Regards,
  
  ***************************

  

  Business response

  05/05/2023

  
  ****************,
  As you are aware, we were able to coordinate a tunnel inspection at your property with all licensed professionals on April 26th. As the inspection was recently completed, reports have yet to be finalized. Once the Engineer report and other documentation has been submitted, we will follow up with another response. We are seeking to have the additional information not later than May 19th. 

  Customer response

  05/08/2023

  Complaint: 19537123
  
  I am rejecting this response because: The response given by Risen leadership does not resolve the issue noted within the complaint.  Additional time has been taken, documentation has been sent, and inspections have been completed.  
  
  Regards,
  
  ***************************

  

  Business response

  06/01/2023

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

  As an update to the tunnel inspection conducted by the authorized parties involved, progress has been made in the determination of the facts resulting from the inspection and is being presented in the coming weeks. We hope to have enough data by June 15th to provide a formal response and next steps from all parties involved. Thank you for your patience as we go through the proper process.

  Regards,

  Risen Foundation Solutions

   

  Customer response

  06/02/2023

  Complaint: 19537123
  
  I am rejecting this response because:  The response does not **************** to the complaint.
  
  Regards,
  
  ***************************

  

  Business response

  06/26/2023

  Hello,

  Our authorized agents have requested information regarding the contents of your builder's claim settlement. As of 6/16/23, the request has not been fulfilled or has gone without reply from either you or your representative. Please provide the necessary requested information so the process can continue.

  Thanks you,

  Risen Foundations

  Customer response

  06/27/2023

  Complaint: 19537123
  
  I am rejecting this response because: As of 6/23/23 a response was submitted.  You might want to check again, this issue is still unresolved.
  
  Regards,
  
  ***************************

  

  Business response

  06/29/2023

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

  As of *****am on 6/29/23, we were informed that all documentation requested was received and a final decision is being made by the authorized party. We look forward to the decision and the next steps to resolving this matter. We will continue to seek a timely resolution with the authorized parties. We will provide an update after the July 4th holiday, and as additional information is received.

  Thank you,

  Risen Foundation Solutions

  Customer response

  06/29/2023

  Complaint: 19537123
  
  I am rejecting this response because: Final Decision has not been made and agreed to yet by all parties involved.
  
  Regards,
  
  ***************************

  

  Business response

  08/07/2023

  The authorized party has made a decision and will be contacting **************** directly. Please inform us through the BBB portal if they have not responded by August 15, 2023.

   

  Thank you,

  Risen Foundations

  Customer response

  08/07/2023

  Complaint: 19537123
  
  I am rejecting this response because: The response from Risen continues to extend the timeline for when a resolution will be presented.  All requested documentation was sent to Risen. Foundation repair work is said to have been completed, but warranty paperwork has not been shared with us at this time.
  
  Regards,
  
  ***************************

  

  Business response

  08/21/2023

  A proactive request for a status update has been requested to the authorized third party. Once a response has been made, a new update will be provided.

   

  Thanks,

  RFS Management 

  Customer response

  08/21/2023

  Complaint: 19537123
  
  I am rejecting this response because: no solution has been presented, just additional updates by RFS reporting delays In a decision.  Foundation Warranty paperwork has still not been sent by Risen Foundation Solutions to homeowners.
  
  Regards,
  
  ***************************

  

  Business response

  11/28/2023

  ****************, 

  As you decided to file a claim directly with our insurer (the authorized party), the claims process is going directly through the provider, and takes time. As our position differs from yours - and which we fully stand by, you chose to proceed with our insurance. This process has been in their control since the date you filed a claim. As you decided to file with the BBB, it is our obligation to respond with the information we have, which is limited. Please note that we have been the proactive party in receiving what updates there are from the insurer through this entire process to provide to this platform.

  Thank you,

  Risen Foundations

  Customer response

  11/28/2023

  Complaint: 19537123
  
  I am rejecting this response because: The response provided by Risen Foundation Solutions does not present a solution to the issue and continues to delay addressing the matter by stating that they are waiting for a response from a 3rd party claim submission.  
  
  Regards,
  
  ***************************

  Customer response

  11/28/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Customer response

  07/19/2024

  Complaint: 19537123
  
  I am rejecting this response because:
  

  Risen Leadership,

   

  Due to your company not responding to my request for documentation on foundation repair services provided, receipt of funds paid for services, and warranty packet covering the foundation work, my BBB Complaint remains active and open until these last few items are provided to conclude our business.  Once this is received by mail or electronically by email, I will notify the BBB office to withdraw my complaint.  I trust that your company would like to resolve this complaint as it has been ongoing since February 2023.

   

  Respectfully,

   

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

  
  

  

  Business response

  08/07/2024

  ****************, 

  
  During the period that you submitted requests from Risen Foundation Solutions, you were simultaneously working with our third party representative to settle your concerns. That third party entity came to a resolution with you and executed by you in April 2024 resolving your claims with Risen Foundation Solutions. In an effort to go above and beyond that agreement, the following is requested:

  
  Our agents and representatives conducted an inspection of the tunnel work performed following a plumbing repair by an independent third party of your choosing. Our observations included a full penetration to a number of structural grade beams to install a new drain line. Please provide documentation from a licensed engineer concerning the scope of work performed by this plumbing company was inspected and passed ensuring that the grade beams were repaired and sufficiently supported on either side of the break where each beam was chipped through and compromised.

  
  It is our intention to ensure a warranty provided by us is not undermined by structural damages caused by a third party contractor of your choosing after our repairs were performed. Should you sell the property we want to ensure the future homeowner has a stable foundation and is able to assume our lifetime transferrable warranty.

   

  Thank you,

  Risen Foundation Solutions

  Customer response

  08/07/2024

  Complaint: 19537123
  
  I am rejecting this response because: The only documentation requested post foundation repair was a passing hydrostatic test, which was submitted to Risen Foundation Solutions (RFS) mid 2023.  If RFS doesn't intend to honor the foundation repair warranty, then they just need to make that statement and supply me with a receipt of payment .and documentation showing what foundation repair work was completed.
  
  Regards,
  
  ***************************

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