Complaints

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• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Stonewall engineering to get a report for my attorney, the report was supposed to document any radical recent changes that occurred to my home, as a Lumos fiber optic installation hit a main water line for the town I live in. when the water line was repaired the vac truck was left on high which shook my home for an hour and 48 min. The report was supposed to document an and all of the cracks in my home. I also had all of the photos on a ****** drive which I provided Stonewall engineering. I had to pay for my report before reviewing it. In the report there is not even a reference to what I wanted them to document. After paying I was informed that structural engineer do not document things like this. I feel like they should have told me that in the beginning, before proceeding and then charging me for information I already paid another company ***** Richmond, in **** to have. I have a college education and so does my attorney, it's not in structural engineering. So I would rely on a company to be honest about the scope of their work and the BBB. This is not acceptable and BAD BUSINESS. here is the link to the ****** drive I provided Stonewall their findings are in the *** report, why would I hire them for the same thing.***************************************************************************************

  

  Business Response

  Date: 09/26/2025

  Our engineering staff performed a structural observation of the home and documented the cracks and other signs of structural movement. We stated in our report that the referenced vibrations may have contributed to the wall cracks. However, given the number of other observed and likely causes of the cosmetic cracks in this 98-year-old home, we were unable to state with certainty that the cracks were solely caused by the vibrations. From initial contact through post-inspection follow up, we have clearly and frequently communicated with our client regarding this matter. We understand her disappointment that the evidence may not have directly supported her legal case, but our professional standards constrain our ability to speculate beyond the evidence we observe.

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23576606
  
  I am rejecting this response because:

  On Dec 2 2024 My home was involved in an incident related to underground lumos fiber optic installation. The installers hit the main water line that was 4ft from all of the pipes coming in and out of my home. So my home vibrated for an hour and 40 min while the leak was repaired. The photos from that night and my home after that night were in the ****** drive provided to Stonewall En.

  I hired an attorney, Mr. ****** ******,  regarding damages to my home and he instructed me to a structural engineering firm, "document the cracks and any potential sudden changes that occured to my home". So that is what I believed I had done.

   Over the course of the next couple months my father became very sick and passed away leaving a gap of time. I was not able to make progress on what happened to my home on Dec 2, 2024 until April/May of 2025, when I hired Stonewall engineering to document and measure specific cracks in the interior and exterior of my home. 

  The interior and exterior places for documentation inside my home were provided to Stonewall engineering in a ****** drive that was given to them before I paid for the report which included nothing of the sort. 

  Below is a link to the ****** drive.

  *************************drive/folders/1aeyDPQW6vBWTNkwcvEmywnwUiPxQf3nG?usp=sharing
  

  
  

  Prior to hiring Stonewall engineering, I hired another BBB accredited business, LCR ***** ********, for air quality testing. In their final report they addressed air quality issues and provided photos of the crawl space and other issues needing repair.The LCR report was in the ****** drive that was provided to Stonewall Engineering and is also included in the ****** drive link above. 

  
  

  I met the Stonewall person, ******* at my home the day of the inspection, we went through my home and over all of the cracks I wanted documented with ******* He never mentioned this being out of the scope of field for a Structural Engineer & ****** was aware all of the photos (to be measured)were in a ****** drive along with the report from LCR, in case he needed to reference them for measurements. 

  
  

  9 days went by, and my report was in. After payment for the report, (which was not, to my knowledge, in the contract I signed) I would be able to view the report. So I paid, (more than what I was quoted) for the report. I remember thinking before I paid, (about what my Mother always told me - you never pay for something in full before you review it)  but thought, I was so specific there would be no issues.... 

  
  

  I began reading the report and nothing was covered that I had asked them to report on.

   So, I called ******* multiple times June *****th, to have him finally return my call at 4:45 on Friday June 25th. I never got an answer as to where the information I requested was or if he just copied the findings and photos from LCR for his report because the information was all basically the same. I would also like to note,  he was extremely rude, told me he was leaving to go out of the country right after he got off the phone with me and would not be available for questions.  I did not feel like a client, I felt like I was dealing with a highschool trust fund baby at a college frat party. On Monday i called and spoke with the office manager, along with *****, whom i'm not sure what she does, however for over a week and a 1/2 of emails and phone calls with these 2 people, i finally get an answer to my question,  why was what i hired them to do not in the report.... -> it's not in their scope of work! DUH my lawyer, ****** ****** with Mast Law firm and I should have known that. 

  
  

  Throughout this entire process no one at Stonewall was honest or upfront with me about my reason for hiring them. In Fact, through the entire process and up until a couple weeks ago they didn't care...they were content with their lack of integrity & performance until I left a short ****** review which prompted them to reply to my complaint with the BBB, please see link below and compare dates with when they did finally reply to my BBB complaint. I have provided the link to my ****** review below.

  *********************OFAcU0cNTu22lD8rD
  

  
  

  Accountability-> Stonewall Engineering never cared about being held accountable for essentially stealing time and money from me until they had to. This is not a good business; I can't help but think of how many other folks this has probably happened to. I have a college degree from **************************** in ****, My Attorney has a Masters Degree in Legal Science from UNC, so structural engineering isn't something we have education in and I, along with many citizens in the country rely on those with a formal education in structural engineering to guide us through these processes after all there are only a few in the state and they are sworn in.... so providing a client with an answer, 'It is out of the scope of field.' for a report a client paid for, signed your name to, and did not tell the client that to begin with, is by text book definition; FRAUD. Using another company's information (LCR) and calling it your own, is by text book definition, STEALING.

  
  

  I trust the BBB will thoroughly investigate these serious allegations, as well as all documentation supporting my claims and make the right decision. I will also forward all emails to/from myself and Stonewall engineering. Thank you for your time.  

   

  Thank you, 

  ***** ******

  
  

  ps. I am also attaching a file that was written on my behalf.

   On Dec 2 2024 My home was involved in an incident related to underground lumos fiber optic inst when they hit the main water line that was 4ft from all of the pipes coming in and out of my home. So my home vibrated for an hour and 40 min. The photos from that night and my home after that were in the ****** drive provided to Stonewall En.

  I hired an attorney and the attorney said I needed to have a structural engineering firm, "document the cracks and any potential sudden changes that occured to my home". So that is what I believed I had done.

   Over the course of the next couple months my father became very sick and passed away leaving a gap of time. I was not able to make progress on what happened to my home on Dec 2, 2024. 

  
  

  I hired Stonewall engineering to document and measure specific cracks in the interior and exterior of my home. 
  

  The interior and exterior places for documentation inside my home were provided to Stonewall engineering in a ****** drive that was given to them before I paid for the report which included nothing of the sort. 

  Below is a link to the ****** drive.

  *************************drive/folders/1aeyDPQW6vBWTNkwcvEmywnwUiPxQf3nG?usp=sharing
  

  
  

  Prior to hiring Stonewall engineering, I hired another BBB accredited business, LCR ***** ********, for air quality testing. In their final report they addressed air quality issues and provided photos of the crawl space and other issues needing repair.The LCR report was in the ****** drive that was provided to Stonewall Engineering and is also included in the ****** drive link above. 

  
  

  I met the Stonewall person, ******* at my home the day of the inspection, we went through my home and over all of the cracks I wanted documented with ******* He never mentioned this being out of the scope of field for a Structural Engineer & ****** was aware all of the photos (to be measured)were in a ****** drive along with the report from LCR, in case he needed to reference them for measurements. 

  
  

  9 days went by, and my report was in. After payment for the report, (which was not, to my knowledge, in the contract I signed) I would be able to view the report. So I paid, (more than what I was quoted) for the report. I remember thinking before I paid, (about what my Mother always told me - you never pay for something in full before you review it)  but thought, I was so specific there would be no issues.... 

  
  

  I began reading the report and nothing was covered that I had asked to report on.

   So, I called ******* multiple times June *****th, to have him finally return my call at 4:45 on Friday June 25th. I never got an answer as to where the information I requested was or if he just copied the findings and photos from LCR for his report because the information was all basically the same. I would also like to note,  he was extremely rude, told me he was leaving to go out of the country right after he got off the phone with me and would not be available for questions.  I did not feel like a client, I felt like I was dealing with a highschool trust fund baby at a college frat party. On Monday i called and spoke with the office manager, along with *****, whom i'm not sure what she does, however for over a week and a 1/2 of emails and phone calls with these 2 people, i finally get an answer to my question,  why was what i hired them to do not in the report.... -> "it's not in their scope of work"! DUH my lawyer, ****** ****** with Mast Law firm and I should have known that. I have forwarded the emails to Mr. **** for review.

  
  

  Throughout this entire process no one at Stonewall was honest or upfront with me about my reason for hiring them. In Fact, through the entire process and up until a couple weeks ago they didn't care...they were content with their lack of integrity & performance until I left a short ****** review which prompted them to reply to my complaint with the BBB, please see link below and compare dates with when they did finally reply to my BBB complaint. I have provided the link to my ****** review below.

  *********************OFAcU0cNTu22lD8rD
  

  
  

  Accountability-> Stonewall Engineering never cared about being held accountable for essentially stealing time and money from me until they had to. This is not a good business; I can't help but think of how many other folks this has probably happened to. I have a college degree from **************************** in ****, My Attorney has a Masters Degree in Legal Science from UNC, so structural engineering isn't something we have education in and I, along with many citizens in the country rely on those with a formal education in structural engineering to guide us through these processes after all there are only a few in the state and they are sworn in.... so providing a client with an answer, 'It is out of the scope of field.' for a report a client paid for, signed your name to, and did not tell the client that to begin with, is by text book definition; FRAUD. Using another company's information (LCR) and calling it your own, is by text book definition, STEALING.

  
  

  I trust the BBB will thoroughly investigate these serious allegations, as well as all documentation supporting my claims and make the right decision. I will also forward all emails to/from myself and Stonewall engineering. Thank you for your time.  

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

  

  Business Response

  Date: 10/07/2025

  Thank you, we have reviewed this follow up message and information. Our previous response accurately reflects our position in this matter.