Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/13/2024
Type: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 had our house leveled in October 2022. We our now trying to sell the house and found the pillars have settled and no longer supporting the house. We have tried to contact them and they have not returned any calls or emails. We had another company inspect the house and we need ****** to adjust the pillars. The other inspectors also said the work was substandard with the pillars sitting directly on the ground. As a side note we believed we were getting a lifetime guarantee, but we're shocked to discover it was only one year. Biggest complaint right now is them not returning our calls.
Business Response
Date: 11/14/2024
we have no missed calls from this customer in our phone system that records all numbers calling in and all call when we receive them. Mrs. ******* stopped by the office yesterday and was given a service date immediately. she signed a contract and had her warranty document that both said in multiple spots that it was a 1 year warranty, how that was a surprise to her I'm not sure. also she had pictures of the post which are on concrete bases not on the ground, this is standard practice across the industry. sub par install or product is blatantly false. our product is designed to be easy to adjust after install hence the 1 year warranty.Initial Complaint
Date:08/08/2024
Type: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 we bought our home in 2011 we were told that we had a lifetime warranty on our foundation from Olshan. We have 6 pilings inside of our home. Olshan has been out to my home 4 times prior to this most recent visit. Each time they come out they only address the 3 pilings on the outside of the slab. They bust the concrete and dig the sand out. Then they raise their pilings. Never once in the 13 years I've lived her have they opened and lifted the other 3 towards the middle of my slab leaving all the weight on the 3 I stated earlier. Now this last time they came out they told me that my slab needed to be replaced in that room. In my opinion my slab would have never received unfixable damage if they would have raised the slab correctly lifting all the **** points instead of just those 3. They want me to pay $9500 dollars for them to replace my slab when they're the ones too lazy and in too big of a hurry to do the job right. Also my house has been like this for 6 weeks now and no one from olshan will call me. I've had to make every call and I've had to pursue this. This whole thing has been very unprofessional on their endBusiness Response
Date: 09/06/2024
I have visited with **************. we went and repoured his concrete and added more pilings free of charge. customer said he is happy with the solution.Initial Complaint
Date:07/17/2024
Type: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.
Foundation Repairs were made to my house on 08-25-2023 by Olshan Foundation Solutions. Around March 12, 2024, I was having some yard work done and noticed the crack in the outside brick that was closed had reopened plus an additional crack. I reached out to Olshan and an appointment was scheduled for 03-14-2024. The representative came out and evaluated the cracks and stated that he would have his scheduler reach out to me to have the Olshan warranty crew come out and repair the cracks. ***** scheduled my warranty appointment, after I had to reach out to her, for 05-27-2024 which was a holiday; therefore, the crew did not show up until 05-28-2024. The crew was able to close the original crack but not the new one. One of the crew members suggested one of the pilings was not set correctly by Olshan when they did the original work. I then sent a text with a picture attached to Certified Structural Technician ************************* @ ************ and General Manager Director of R&D - ***************** @ ************ in order to get advice on how to resolve the issue but have not received a response to date. I reached out to ******************* on 05-29-2024 for an explanation as to why they were not able to close the new crack. ***** stated they cant always be closed I explained that it was not originally there. She stated that she didnt have my folder but will give me a call back. I still have not received a call back from ***** either. The response time with the above agents were above and beyond when trying to get my business but now that we are operating under the warranty plan, I feel that I am being ignored. I also wanted to add that I had my sidewalk repaired and it is more of a trip hazard now then it was before the repairs were made. I am asking that they follow up as Olshan agreed to and as the warranty requires. I also ask that they make the repairs they are responsible for as the warranty requires.Business Response
Date: 08/16/2024
I am un aware of any pictures from *************** but will take care of this personally and will have her put on my schedule as soon as possible to get this issue resolved. we are not in the business of ignoring our customers and I strive to always give a 5 star experience.Customer Answer
Date: 08/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************************************************************Olive Branch, ** 38654Initial Complaint
Date:09/28/2023
Type: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.
Hello Im sorry to write this complaint but I have too .I invited Olshan into my home for a complete estimate of needed repairs to my foundation. What I was told with my family present that a complete estimate of my full foundation with diagram was done.The cost to me would be $5,400.00 The job was done I paid and incorrectly thought the job was complete. My son ********************* lives at the home I discovered that the when he sat on the sofa the leg of the sofa fell thorough the floor! The sofa now sits on a board.I called ***************************** complaining greatly he came back out to now " inspected the living room floor "which resulted in giving me a NEW estimate of $10,000.00 to complete the job via email. I was enraged to say it lightly he confessed he did not inspect the living room floor or bedrooms as shown in his diagram and apologized. I expected Olshan to complete the job as paid and contracted ; to not give me a new bill for $10,000.00 added cost to complete the job I already paid for.Please address this complaint fairly as your contract and commercials boost. I did contact your office in Memphis who has not addressed this complaint to date.Thank you ************************************** ************ Olshan Foundation *************************************************** of Memphis, LLC (dba Olshan Foundation Solutions), hereinafter called CONTRACTOR, enters into this agreement on this Sept. 13, 2023, with: *************************, hereinafter called OWNER to provide labor, equipment, and materials for the work herein upon the structure located at:************************************************************************************************** Owner's Contact ************************* ************** ******************* Certified Structural Technician ************************* ************** ***************************************************** Product List Conventional Foundation Quantity Carbon Fiber I-Beam 40 ft Safe Adjust Support Stations Up to 6 ft incl precast pad Base Price: ****************** 1 ************ Warranty 12 Subtotal $10,000.00 Total $10,000.00 Payment Balance $10,000.00Customer Answer
Date: 10/09/2023
I have included diagram from American standard of the work missed by ***** with their quote of how much it cost to finish job.
The beam which goes the length of the house is broken. ***************** the contractor for ***** is stating the only work he did was to correct the kitchen floor this beam is part of fixing the kitchen floor it is the main support of the house.Which also connects to the beam(cracked) in the rear of the house under a bed room.There fore this is a dangerous over sight.I have numberous pictures of cinder blocks not touching etch.
I want oshin to finish the job with no cost to me or at best very little.
Thank you
************************* ************
Business Response
Date: 10/10/2023
***************** had us come out to a rent house that she does not live in. she never met the tech there, she had the tenant show us the issues. we sent a contract and scope of work for the area that we were shown. she now wants us to work on a different area and repair portions of the home that were never quoted and are not covered by any warranty. you cant repair one room of your home and expect the entire house to be covered. we came back out and inspected the new area she is complaining about. on the other side of the house. again she was not there for the inspection. we gave her a quote for these new repairs. we will not do the work for free or at a discount as we are not responsible for an area we didn't work on.Customer Answer
Date: 10/10/2023
Complaint: 20618080
I am rejecting this response because:
Sincerely,That response is a total LIE I & my husband WAS THERE. I rent the house to my son &family .Mr ******** is a black pastor who told me his life history.He arrived on time He didnt go under the house.said he had skinny Hispanics to do that. I was there when the work was done. He told us what he did was all that was needed to the foundation .The kitchen still is rolling I have pictures various other contractors diagram after his work,I called him on his cell complained ..,,, he has sent me a text saying he come back plus my son also owes the house.life estate . Run the title. Now please give me a breech of contract lawyer thank you
**************************************Business Response
Date: 10/11/2023
our contract states that we are only responsible for the scope of the work in the contract ( see "Scope of work" in terms). we will be more than happy to address any warranty issues on the area we worked on. which have not been an issue or mentioned until now. but we will not warranty or pay for repairs in an additional area that was not included in the original scope of work.Customer Answer
Date: 10/13/2023
The manager is set to come to my home Oct 18 2023
too hopefully solve problems do not close complaint
thank you
Customer Answer
Date: 10/25/2023
***** manager met me at the address and agreed to finish project.stated that **************** has been reasigned. Date to complete project is Nov 9 ***** I will contact you if this has been completed as agreed.Customer Answer
Date: 11/14/2023
Thank you,the work has been finished.
Initial Complaint
Date:03/17/2023
Type: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.
As a Realtor now. I grew up in the Memphis area , for years I heard of Olshan ,saw the commercials with ******************* the whole bit, so I recommended them on a house in AR. that I had listed to a home owner, they gave an estimate to shoot a sealer in the ground at the basement wall ,it was supposed to seal against the water intrusion ,which at the time was small , after the process was completed ,we closed on the home & new homeowners moved in ,then we had a hard rain about a week later it was like someone opened a faucet in the basement of this home, as the listing agent I contacted the company in Memphis and kept getting the runaround from the office girl, I have 0 tolerance for someone giving me the runaround, we get enough of it from Washington. So I wouldn't recommend Olshan to come in from Memphis and waterproof a dog house. They should refund the new homeowner and let them hire a reputable company to fix it correctlyBusiness Response
Date: 03/17/2023
**************** is not the owner of the home or the warranty and did not pay for the contracted services provided at this address. We have been out and assessed the issue and are working with the *********** owners to resolve this issue. We worked them in this week and are scheduled to do more work for the new owner next week.Customer Answer
Date: 03/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***********************249 ***************************, ** 72529-2601 ***
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