Complaints

This profile includes complaints for Cantey Foundation Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cantey Foundation Specialists

  641 Rutledge St Camden, SC 29020-4236

  
• 

  Cantey Foundation Specialist

  1026 Jay St B140 Charlotte, NC 28208-4431

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/07/2024

  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.

  Purchase Date: August 25, 2022
  Services Purchased: Rim Joist Repair, Gutter System
  Total Cost for Job: $15,349.
  Gutter Cost: $10,000
  Had Gutters installed in September of 22
  Initial Crew Installed the gutter system incorrectly, Leaks, downspout parallel to foundation, my 23 year old gutters never had issues 100s of sheet metal screws/sharp metal pieces around house
  Again, Gutters continued to leak
  escalate put in contact with Luke McNair, he came out once to review, saw the issues needed. Repaired again
  Gutters started leaking, Luke was unreachable - he was no longer with Cantey
  Original install crew was also not with Cantey
  We have had Cantey to our house 5 times to repair.
  This gets escalated to a manager; arrives and sees the that the front needs to be pulled down and reinstalled
  Original crew had not stopped water from leaking into second story window; I will need to replace now
  they had not screwed in the appropriate section - this was finally fixed on 8/5/24
  Original crew removed facia board on front of house, with Cantey 'not knowing why'. we are waiting on a 'special' tool to resolve
  8/5/24 Cantey finally removes and reinstalls gutters in front of house. This new install leaks again.
  
  Everyone we have talked to is very nice, for the expense of this install, paid in cash, we should not need the company out here five times.
  New Re-install is leaking the day they left. 'working' with a manager, and am now getting 'we offered you another downspout'. This would exit the water through a flower bed and run down the
  sidewalk to my entryway.
  They should not be selling gutter systems, as they do not work, get installed properly, or remediated. Leaking window is specifically called out in contract, the frame is now destroyed
  Only wanted the back of the house done, Jan explained we should replace the front. so we did. Nightmare. Water is running down the front of house removing color, leaks over garage. video showing water going behind gutters against house

  

  Business Response

  Date: 08/08/2024

  After speaking with our Gutter Manager, he informed me that we are scheduled to go back out and replace the gutters with new gutters. This should fix any concerns. Thanks so much. 

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because: I have returned calls for your crew to come out this Saturday the 10th.  My wife has left 3 voicemails with your company, and no call back to schedule.
  
  
  
  Sincerely,
  James S*****

  

  Business Response

  Date: 08/09/2024

  Mr. S*****, I have been notified that our crew is scheduled to be at your home tomorrow Aug. 10 to take care of the issue. Please let me know if you need anything else. Thanks 

  Customer Answer

  Date: 08/12/2024

  I am rejecting this response because:  Per BBB rules, i must within 5 days since contact.

  team came out on the 10th as planned.  walked around the house, showing the issues - they saw what i was needing and agreed.

  being in the South, the heat was already at 100 degrees, with extreme heat warning stating the heat continuing to go up. 

  Being nice, i explained they could come back when it was not as hot, to which they were thankful, and was told by the installer they would be here today, August 12th.

  I was here at my house, and did talk to the crew.  Somehow reported back that i was not here, when i talked to Alberto and another gentleman

  Currently rescheduled for this coming Saturday the 17th.

  I will make my updates after they come back,  and this is completed to our satisfaction

  Not sure what the communication issues are at Cantey.  Everyone has been nice that i have dealt with, there is just a break down between install crews and management.

  I want to be able to give a positive review, but this work must be completed.

  Sincerely,
  James S*****

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 met with Sullivan B***, a Salesman and Representative of Cantey Foundation Specialist on
  July 3rd, 2024 at my residential home in Charlotte, NC. A Contract Proposal was drawn up by
  Mr. B***, and required a $1,200.00 Cash Deposit. During the initial meeting, Mr. B*** did not
  explain the "Cancellation Policy" with his company. The main reasons for cancelling the proposed contract was two CRITICAL AREAS in my home, which were NOT included to be waterproofed by Cantey Foundation Specialist. I submitted two Emails regarding this oversight to Mr. B*** and his designated Site Coordinator; Mark Scott, which conveyed the message that I was cancelling the proposed contract. I CANCELLED WITHIN THREE BUSINESS DAYS, INCLUDING THE JULY 4th, Holiday. I also phoned the Charlotte, NC Office and left a message. Please investigate my complaint. Thank You.

  

  Business Response

  Date: 08/01/2024

  A refund for the full deposit is being returned. Our RM in Chlt sent an email and left a voice mail for the customer. Checks are cut and mailed on Friday so they should expect to receive the refund the first part of next week. We apologize for any misunderstanding on our end. Thank you. 

   

  Customer Answer

  Date: 08/02/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Sylvia G*****

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Cantey was hired to help with some foundation settling and to help mitigate water that was collecting in the crawl space.
  
  Bo, the sales agent came out and worked up a proposal to help solve several issues with leveling inside the home and for the water mitigation.
  
  The original crew came out and completed the work, or so I was advised. A few months another contractor was hired to help run a gas line and advised me that there was pooling water. It was later found out that the second of two sump pumps has been placed, but the electrical contractor they hired did not run a line to is, resulting in the pooling water.
  
  Additionally, a service door they replaced was found to be faulty. Dustin from Cantey came out to address the issues. They claimed that the work they did was up to far and that it was the electrical contractor who was sent out that failed. I rebutted that they hired them, not me, and therefore they were responsible for auditing that work, which was never completed.
  
  During this time I also shared about the indoor leveling issues and Dustin admitted the support beams were not placed correctly. A new crew was sent out to re-work the access door and level issues as well as verify the pump was working.
  
  This firm was rather confrontational to work with as well, Dusitn criticized the access door, not realizing his firm installed it, he had to be shown by me they had done that work.
  
  They advised me additional visits were going to be needed and that the leveling would take time. It has now been two years. Alex from their team has been out twice, and each time we have spoken about the poor results inside. On the last trip a few months back he stated that he would not have ran the beams as they were and would work with Dustin to figure out a solution, I have not heard back since.
  
  This repair is not been completed, the indoor leaving appears to be worse now then when we started and this firm does not seem intent to help.

  

  Business Response

  Date: 05/23/2024

  Good afternoon, I have spoken with our Regional Manager as well as the tech that came out to your home. Dustin, the RM in the upstate, let me know that he will be meeting with you on June 4th to figure out what we can do to rectify the situation. Feel free to call the office if you have any other questions in the meantime. Thank you. 

   

  Customer Answer

  Date: 05/23/2024

  I am rejecting this response because.

  We have yet to meet to receive the matter, as 5 days is less than the date the RM is scheduled to meet, I advise we retain the open status until that meeting.

  This system seems limited in that I al neither accepting or rejecting the effort, simply not ready to close the files until actions are completed.

  Sincerely,
  Matthew R*******

• Initial Complaint

  Date:05/17/2024

  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.

  11 May 2024
  I contracted with Cantey to repair cracks in my driveway and garage floor. When they completed the job the cracks had been dramatically enlarged, and NOT repaired./filled. They responded by telling me there was a misunderstanding in the expected result. My understanding was that I hired them to fill in/ remove cracks in the flooring…..not increase the size of the cracks. I’m requesting either a refund or a resurfacing of my garage floor. They have stated there is nothing they can do

  

  Business Response

  Date: 05/19/2024

  I spoke with the concrete division manager Chase and he informed me that he met with the customer on Wednesday and that Cantey is refunding him 10% of the job cost. The check was sent out on Friday May 17th. Please let me know if I can be of any other assistance. 

   

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Cantey Foundation Specialists to lift the concrete on my front walkway by my front steps and to lift the concrete on one section of my driveway to facilitate water flow off of my driveway. They sent a rep to my home to review my concrete and he said they could lift my concrete. They came to my home on March 29, 2024 to perform the work.
  The front walkway: they lifted it only about 1/4 of an inch where it had settled 2.5 inches. They said it was binding on the steps. I asked about cutting the concrete to provide some relief and/or using a jack to help with the lifting, they said they would not use anything but the foam injection material. This is my problem, they did not use all of the tools at their disposal to lift my concrete.
  The driveway: they basically only lifted one small section of the driveway, which actually caused the ponding of water worse. Here too they said it was binding and they said they could not cut the concrete to provide any relief. The did not lift any of the other part of the driveway that was in the scope of work. And again here, they did not use all of the tools at their disposal to lift my concrete.
  I reached out to the rep who gave me the initial estimate and he said regional management would be in touch with me. I have heard nothing from regional management so I am reaching out to you, the BBB, for assistance in getting my concrete lifted.

  

  Business Response

  Date: 04/11/2024

  GM. Our production manager spoke with the customer yesterday and he is scheduled to go back out to the home on the 22nd along with a crew to see what we can do fix the problem and get the needed lift.  Thank you. 

  Customer Answer

  Date: 04/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Regina,
  Thank you and the BBB for your assistance in my complaint. I have received a call from Cantey, and we have a date of April 22 for them to return to my home to try and rectify the issue. But I will wait until the 22nd to draw any final conclusions. 
  Best regards,
  David A*****
  
  

  Customer Answer

  Date: 04/23/2024

  Regina,
  Cantey came out to my home today to address my concerns about their work the first time they came out on March 19, 2024.
  Today the crew, led by a manager, Luke McNair and a crew, were able to lift my front walk to nearly it’s original level, which was a lift of 2.5 to 3 inches.  This was a very good result.  
  They also worked some on the driveway and were able to lift it as well.
  I am now good with their work and I am considering my concerns addressed with a favorable outcome.
  I want to thank you and the BBB for your assistance in helping me getting this issues addressed.
  
  Best regards,
  David A*****

• Initial Complaint

  Date:02/23/2024

  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.

  We used Cantey Foundation Specialists services about a yr ago & 1 of their jacks blew out our master bath tile floor. They did pay to fix it. We then hired them again in Oct 2023 for a $20K job which involved installing steel beams & jacks in our crawl space to support sagging wood beams. Our wood countertop warped after our recent install of beams & jacks by their company. It's been a long road but we got close to a settlement w/Will Farmer from Cantey. I struggled to get estimates from woodworkers & finally did get 1 without them seeing the job, all they had was my basic measurements of length & width. They based it on building & installing a new countertop kitchen w/a simple install. I was happy to get any estimate as Will was waiting for it so I sent it to him (It was $5700). Will got the company to agree to pay the $5700 & although I considered it, I wanted the woodworker to see the job first. The price did go up. Although he stuck to his original price to build it, he had to increase the price to cover the cost of the demolition of the old one and removal of all the woodwork around the two columns and replacing and painting them. He also would have to build the new countertop in two pieces to fit around the columns. He would have to install it and glue the two pieces together and sand it and finish it here in the house. I gave the new estimate of $8,097.23 to Will along with an estimate from another company for $10,650 on January 29th. He said he would get back to me shortly. It's been over three weeks. I've been trying to reach him but he won't reply. I think Will may feel that I"m trying to pull a fast one on him but as I've said in a text to him, he can call the companies I've sent to him and get the details. We also sent this email to Barry R*******, another employee of Cantey, also with no response. All I wanted was to get the full job done. We feel that we jumped the gun and shouldn't have sent the first estimate, which clouded the issue.

  

  Business Response

  Date: 02/27/2024

  Our General Manager Dillon Creed has spoken with Mr. G****** and he will personally be meeting with him on Thursday the 29th at 9:30 am to see what we can do to address his concerns. Thank you. 

• Initial Complaint

  Date:11/21/2023

  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 chose Cantey foundation for my crawlspace encapsulation, sump pump installation and sensor monitoring for the crawlspace that was installed August 2023. For starters I physically showed the installation crew chief where my phone and internet entered the house. About 30 minutes after starting the project they called and said the lines were cut. I had to contact my provider to repair the lines into my home. After they completed I entered the crawlspace and there was multiple areas where sunlight could be seen meaning it wasn’t fully encapsulated. They patched the areas. I emailed and called several times explaining I was getting a warning that the humidity under the house was too high. Someone finally responded and it took two weeks for them to inspect. A tech did come and inspect and said it was operating as it should. The humidity sensor did work after he left. Now I am receiving notices daily that the humidity level is higher than the system setting. I took screenshots of the system notification and text them to the tech and emailed Cantey and have yet to receive a response. My experience so far is once you pay them, they don’t care about follow up service. Attached is the last months readout showing the humidity levels being too high.

  

  Business Response

  Date: 11/27/2023

  Good morning. I reached out to our GM and Service Manager last week. Our Service Manager, Ryan Way, let me know this morning that he has a meeting scheduled with Mr. S**** Tuesday 11/28 in the afternoon to find a resolution to his concerns.  

  Thanks 

   

  Customer Answer

  Date: 12/11/2023

  The service tech did come to the house and said he adjusted the settings.  It is staying below the set humidity, but it is running constantly as can be seen from the attachments.  This can only mean that the crawlspace is not sealed as it is suppose to especially when outside humidity levels are just a few percentage points over the setting.  I am still not satisfied with the crawlspace encapsulation and suspect that they either done a poor job on the installation or the dehumidifier is defective or both.

• Initial Complaint

  Date:10/30/2023

  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.

  When meeting with the company representative at my home, November 2, 2022, I told him the reason for my call was to have my floors leveled. I showed him the main arc in the floor that needed fixing. He went under the house and came back with pictures which he said were other issues in my foundation. I agreed to have these corrected as well. After they finished the work, the floor was not level. I called, and a representative came back with another person to check the floors. One of them went under the house with a battery-operated tool, made some noise and they left. In addition to what they said they did, the original crew damaged my sewer cleanout; and covered it with two old flowerpots. I will need a plumber to repair it which will be costly. I called and they said they would come and fix it, but they never did. The last time I called about leveling the floors the person I spoke with said in a loud voice, "We do not level floors" and hung up. There has been no contact since.

  

  Business Response

  Date: 11/03/2023

  I am responding to confirm that our Regional Manager has reached out and spoken with the customer. We have a scheduled meeting next week for our RM to meet with the customer at their home and discuss the issue to see what we can do. Thank you. 

• Initial Complaint

  Date:10/06/2023

  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.

  8/18/2023 Contract to repair 3cracks in my concrete carport, stabilize and protect, lift and level. Power washed concrete which made pitted places on concrete. The sealant put in cracks runs out of the cracks when wet. My carport concrete is in worst shape now than before the work was done. I would like my money back. For the amount I paid my concrete should never look like it does. I don't see anyway it can be repaired by Cantey. Now I will have to find a specialist who can fix it. Thank you

  

  Business Response

  Date: 10/10/2023

  I have spoken to our production manager and he is scheduled to meet with the customer this afternoon to see what we can do to rectify her issues. Thank you. 

  

  Business Response

  Date: 10/11/2023

  We do have you on the schedule to come back out on Friday to resolve the issues. Please reach out directly if you any other specific questions and I would be glad to help as well. Thank you. 

  Customer Answer

  Date: 10/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  I don't want to close the complaint until after Friday and I am satisfied with the work they do on Friday. I appreciate the response from the business and BBB.
  
  Sincerely,
  
  
  
  Mary R******

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  12/16/22 I had a consultation & made a $4361.90 deposit w/ Ken Taylor after discussing stabilizing the foundation of a new construction. Installation started 01/19/23 & was completed 1/20/23 the final payment $17,447.59 was made upon completion. I was told by Estavan Lopez that within a few days I would receive the pier logs & photos from the production department. A few days went by on 01/25/23 I reached out to Ken for ETA, he stated that Estavan should be sending the documents & that I should have them 01/26/23. Estavan was very unresponsive when it came to communication via text or email I tried to reach him several times. on 02/01/23 I received an incomplete pier log, he completed the pier log for the 2nd time on 02/09/23 there was some discrepancies in the 1st & 2nd log. I informed both Estavan & Ken & received no response. By this time my patience has ran very thin, 02/15 I called the office & got directed to the production department. I was told someone would call me, they didnt! I called back 2/16, later that day i got text from Matt Williams requesting the engineer's info. in which I provided to him. 2/22 I followed up with Matt via text since I hadn't heard anything back. Now he really blew my top! he responded to me 2/23 "that he made progress with the permit. The only thing holding it up now is that the county is saying that it's a watershed area & the permit is still pending." WAIT! the permit that you SHOULD HAVE HAD BEFORE YOU BEGAN THE WORK? the permit that you requested on 02/23 after the work was completed? at this point I feel like this company is trying to insult my intelligence & is wasting valuable time during my construction process. I'm paying interest on useless work. It should not take a month to provide a pier log that details the scope of the work that was performed. It's absolutely ridiculous, unacceptable, certainly was not stress-free experience as they proclaim putting emphasis on the awards, ratings, reviews in the initial visit.

  

  Business Response

  Date: 03/09/2023

  Sorry, I did speak with the Regional Manager after he was able to talk with you. He has informed me that the cost of the permitting has been refunded and an additional refund in the amount of $2200 is being processed as well to cover other expenses that were incurred. Please let us know if you have additional questions and we will be glad to help in any way that we can. Thank you. 

  Customer Answer

  Date: 03/09/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  F******* ********