ComplaintsforRedeemers Group, Inc.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Put a deposit down on some work and they wont show up or refund our money.

  

  Business response

  08/20/2023

  On 4/6/23, the customer contacted us about concerns in her home via the internet.  We scheduled an appointment and inspection for 5/23/23.  This inspection was performed by our ************* Specialist, and he was able to offer a solution to the problem.  During this appointment, the customer contracted us to inject our PolyLevel system under a concrete slab in the home.  Our Project Coordinator scheduled this to be installed on 8/3/23.  The ************* Specialist, after consulting with the customer in person, confirmed this date with the Project Coordinator.  This is documented. 
  
  On 5/25/23, an installment date confirmation email was sent to the customer.  On 7/24/23, 10 days prior to the installation, another installation date confirmation email was sent to the customer.  This marked the third time that confirmation of the install date had been given.  These confirmation communications are standard company procedures put in place to avoid scheduling conflicts and misunderstandings. 
  
  On 8/3/23, the day of installation, our crew ******* called the customer to notify her that   they were on the way to the home to begin the project.  The customer was very angry. She stated that they were not ready for the project to begin and that she thought the installation date was on the 8/11/23. No work was performed that day.   
  
  The customer began to call our office and demand that we come out on 8/11/23 to begin her installation.  On 8/8/23, our Project Manager called the customer to reschedule her appointment, explaining that since she was not ready on the original date, the earliest we could begin would be 8/29 unless there was a cancellation by another customer.  The customer demanded that we come on Friday (8/11/23) or she wanted her money back.  After explaining that her deposit was non-refundable after 3 business days of the contract being signed, the customer threatened to contact the ******************** and hung up. Despite the very clear 3-day policy that requires multiple written acknowledgements of understanding before a customer signs a contract, we are often flexible on this. Our goal is not to pull a got-you on the deposit. In this case, the demand was 2 1/2 months later. 
  
  Our confirmation communications and our deposit policy are designed to enable us to maintain and follow a rigorous schedule.  This customer was not prepared.  We do understand that sometimes a reschedule is needed, and we work with customers on what is convenient for them. What we cannot do is accommodate one customers demands at the expense of another customers schedule, especially not when so many attempts are made to avoid these types of situations. It isnt about just us or the expenses we had already incurred at that point. Its about other customers relying on us to be at their homes on the days we reserved for them. 
  
  We truly value this customer and are ready to complete this project whenever the customer is ready to schedule it.  

  Customer response

  08/20/2023

   
  Complaint: 20439431
  
  I am rejecting this response because: it is not accurate.  On the 23rd ******* came out and scheduled the work to be done on August 11th.   On 8/3 a guy called and said he was on his way over and I said no we wont be here. So he said he would be over later that afternoon and I said no.  My husband has cancer treatments on Thursdays and its Takes hours so we never schedule anything on thursdays.  This treatment is on going and has been going on every Thursday for 2 years.  The guy said we were on his schedule for today and I told we would not be there that we we scheduled for the following Friday. 
  

  on Monday morning I called the office and had to leave a message I ***** called ******* and he said he would have someone call me back too.  No one called and I had to keep calling  the girl on the phone told me the guys phone was broken is why he didnt call.  The scheduling mess up is not the issue.  the issue is that the no one there can get there story straight or return calls in a reasonable amount of time and they lie.  I didnt demand anything I said I wanted to cancel and I wanted my money back,  there is no way they are going to do any work on my house now.  I have engaged another company that actually showed up. And they did pull a got me on the deposit.  
  what comes around goes around.

   

  this will be my last response.  Either they return they deposit and I dont do business with them anymore or they dont and face the bad reviews headed their way,  

   

  Sincerely,

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

  

  Business response

  09/07/2023

  Our response and the information within it are accurate.  All scheduling confirmation communications are documented and have been submitted to verify this.  On 5/23, our Design Specialist informed the customer that the next available installation date was on Thursday, 8/3 at 11:00 AM. This date was provided to the customer through text message.  The customer responded to this text message and confirmed that this date would work (screenshot attached).  After this confirmation, the Design Specialist scheduled the work.  On 5/25/23, an installment date confirmation email was sent to the customer. (screenshot attached) On 7/24/23, 10 days prior to the installation, another installation date confirmation email was sent to the customer. (screenshot attached) Both sides agree that on 8/3 our crew showed up, ready to help this customer, and that crew was rejected.  
  
  On 8/8, the customer called to confirm an appointment for Friday, 8/11 and that we had already messed it up a couple of times.  She was angry that we tried to come out two weeks early and that we had her money and refuse to do the work.  There was, in fact, no appointment scheduled for that day.  It was scheduled for 8/3 and we were rejected.  We are unsure where the confusion surrounding the install date came from, but we are confident it was not on our end.  We did not and would not lie to this, or any other customer.  When an angry customer calls, our ************* team is trained to be patient, listen, solve, and reassure that that the appropriate person will contact them.  Sometimes this may be later than the customer desires, but we make all efforts to respond in a timely manner. Our call log (attached) does not show attempts to call us by the customer that were ignored.  
  
  Again, we do understand that sometimes a reschedule is needed, and we work with customers on what is convenient for them.  We try to be as flexible and accommodating as possible.  We have been on standby, ready to reschedule and complete the work that we were contracted to do. 
  *Screenshots of texts and emails verifying this are enclosed, and we leave it to the BBB to decide whether to include those publicly as they include customer data.  
  
  A note from our C.O.O. in conclusion: 
  Our team cares personally for our customers to the extent that there are notes on the customers file that they are dealing with a lot personally and to be mindful of that and handle with extra patience and care. They do this oftentimes, because they want to do something special for the customer outside of the scope of their project to put a smile on their face. Simple but unexpected things like a card or flowers to cheer them up. That is who our team is. We completely understand that life circumstances can make an already stressful repair worse.  After reviewing the recorded phone calls and how at least 2 of our team members were treated, I am caught between a desire to help fix an issue for someone that has a lot of personal stress going on and protecting our team. Verbally attacking our team members is not acceptable. Our team confirmed multiple times on the dates. Our team members listened with patience. Our team members attempted to gain information to see if there was a breakdown in our process that they were potentially not seeing and were shut down as if they were trying to argue. They were not. They were trying to figure out a solution, and to continue assisting when they didnt drop the ball previously. Despite being past the 3-day right of recission, despite our team doing what they can to assist this customer, and despite the costs weve incurred already as a small business to assist this customer, I am choosing to refund the deposit. The reason: up to this date we have been ready to complete the work unlike the claims that weve taken her money and wont show up to do the work. The documentation shows that. I am rescinding that readiness. We respectfully decline to do work with any customer that believes it is ok to treat our team in this manner. Not everyone is our customer, and we are not the right choice for every customer. We wish the customer the best in resolving the issues at her home and will be mailing her deposit to her.  -***********************

  

  Business response

  09/11/2023

  Our response and the information within it are accurate.  All scheduling confirmation communications are documented and have been submitted to verify this.  On 5/23, our Design Specialist informed the customer that the next available installation date was on Thursday, 8/3 at 11:00 AM. This date was provided to the customer through text message.  The customer responded to this text message and confirmed that this date would work (screenshot attached).  After this confirmation, the Design Specialist scheduled the work.  On 5/25/23, an installment date confirmation email was sent to the customer. (screenshot attached) On 7/24/23, 10 days prior to the installation, another installation date confirmation email was sent to the customer. (screenshot attached) Both sides agree that on 8/3 our crew showed up, ready to help this customer, and that crew was rejected.  
  
  On 8/8, the customer called to confirm an appointment for Friday, 8/11 and that we had already messed it up a couple of times.  She was angry that we tried to come out two weeks early and that we had her money and refuse to do the work.  There was, in fact, no appointment scheduled for that day.  It was scheduled for 8/3 and we were rejected.  We are unsure where the confusion surrounding the install date came from, but we are confident it was not on our end.  We did not and would not lie to this, or any other customer.  When an angry customer calls, our ************* team is trained to be patient, listen, solve, and reassure that that the appropriate person will contact them.  Sometimes this may be later than the customer desires, but we make all efforts to respond in a timely manner. Our call log (attached) does not show attempts to call us by the customer that were ignored.  
  
  Again, we do understand that sometimes a reschedule is needed, and we work with customers on what is convenient for them.  We try to be as flexible and accommodating as possible.  We have been on standby, ready to reschedule and complete the work that we were contracted to do. 
  *Screenshots of texts and emails verifying this are enclosed, and we leave it to the BBB to decide whether to include those publicly as they include customer data.  
  
  A note from our C.O.O. in conclusion: 
  Our team cares personally for our customers to the extent that there are notes on the customers file that they are dealing with a lot personally and to be mindful of that and handle with extra patience and care. They do this oftentimes, because they want to do something special for the customer outside of the scope of their project to put a smile on their face. Simple but unexpected things like a card or flowers to cheer them up. That is who our team is. We completely understand that life circumstances can make an already stressful repair worse.  After reviewing the recorded phone calls and how at least 2 of our team members were treated, I am caught between a desire to help fix an issue for someone that has a lot of personal stress going on and protecting our team. Verbally attacking our team members is not acceptable. Our team confirmed multiple times on the dates. Our team members listened with patience. Our team members attempted to gain information to see if there was a breakdown in our process that they were potentially not seeing and were shut down as if they were trying to argue. They were not. They were trying to figure out a solution, and to continue assisting when they didnt drop the ball previously. Despite being past the 3-day right of recission, despite our team doing what they can to assist this customer, and despite the costs weve incurred already as a small business to assist this customer, I am choosing to refund the deposit. The reason: up to this date we have been ready to complete the work unlike the claims that weve taken her money and wont show up to do the work. The documentation shows that. I am rescinding that readiness. We respectfully decline to do work with any customer that believes it is ok to treat our team in this manner. Not everyone is our customer, and we are not the right choice for every customer. We wish the customer the best in resolving the issues at her home and will be mailing her deposit to her.  -***********************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My basement had leaking problems since I bought my home. I sought out companies that could solve this problem for me. On1/17/23 a man from Redeemers group named ********************* came out and looked at my basement and gave me 3 solutions. One being to install a trench along the perimeter of the basement. The second was to also install a trench in all the seam in the concrete floor. The third solution which he indicated was the best choice and would eliminate any chances of water in my basement would include both one and two solutions place installing a sump pump and a dehumidifier to take any moisture out of our basement. We went with the third solution, their very best service and paid them $16000. At the first rain we had we had water in our basement. I took pictures and called them. They said they would come out and fix it. 2 men came out and said the water was from how the dehydrator was set up. They set it up differently and left. Next time it rained water was all over my basement again. I took pictures and called them again. It took nearly a month before they came out. The men found another seam in the basement floor that the put a trench in. The next time it rained my basement flooded worse than it had either of the other two times. I again took pictures and called. A man named ***** said they would have a crew out on 5/24/23. At 3:30 pm I called to ask when they were going to be at the house. I was told by lady that someone had called me and told me that a supervisor had to come out with a crew to look at my basement and it would not happen until June. No one ever called. I asked to speak to the man who sold us the job and asked that he call us . He has yet to call us. I am very disappointed and dissatisfied with Redeemers group. It seems like they got their money and now put me on the back self in making my basement waterproof and living up to their warranty.

  

  Business response

  07/06/2023

  We were contracted to address flooding in the customers basement.  ***************** Specialist designed different options for this customer with varying degrees of protection, ranging from addressing the immediate concern, to full basement protection.  The customer selected the design that would provide maximum protection for his basement.  The project was completed on 3/9/23. In the Project Summary, the ******* commented that the customer was satisfied with the work.  The ******* was thorough throughout the project and demonstrated the system working for the customer. 
  On 3/27/23, the customer called explaining that basement is still wet.  On 3/30/23, our Service Tech went out to inspect.  He felt that there was a minor issue with the pump and corrected it.  This was at no cost to the customer.  On 4/6/2023 the customer called the Service Tech stating that the pump was not the problem, and that water was still an issue in the space.  The tech informed the customer he would schedule a date come back out to check on the work.  The customer was unsatisfied that the tech could not get out there on that day, but he emailed pictures of the problem to the tech.  That same day, our Project Manager called and scheduled an appointment for 4/27/2023 and the customer was not satisfied that the appointment could not be made any sooner.  On 4/27/23 we sent the ******* back out to revisit the project.  He found that there was a crack in the slab that was allowing hydrostatic pressure in water to seep up through the crack.  He installed additional feed lines to solve this problem.  This was done at no cost to the customer.
  On 5/10/2023 the customer called and talked to our ************* Manager stating that he was very dissatisfied that his basement still had water in it.  That manager scheduled another appointment for 5/30/2023, that ended up being moved up to 5/25/2023.  After some internal discussion, it was determined that it would be best to have a manager visit the property to determine the best course of action.  This was to ensure that the customer knew that we appreciated his time and business, and that he would be provided nothing short of a remarkable experience.  It was decided to flood the system to determine where the water was coming from.  Our Service Manager called the customer and explained that we would like to have a manager visit and get it fixed once and for all.
  We scheduled that appointment for 6/1/2023.  During this appointment, it was discovered that customer has a drain that leads to a creek.  When the creeks water level is too high, the water flows into the basement through this drain.  This was explained to the customer, and he had a clear understanding of the issue.  On 6/2/2023 the customer sent an email to the Service Manager with the subject: Photo of drain hole in basement floor has been sealed shut with concrete with an attached picture showing the work the customer had done.  On 6/5/2023 the Service Manager sent an email response stating that we would continue to monitor the situation and to let her know, after it rained, how everything looked in the basement.  The customer fully understood this and has not contacted us again, leaving us with the impression that his issue has been resolved.  We are and will continue to be waiting to hear from this customer and if any other issues arise, we are ready to work with him to get them resolved.
  The system that we installed system is functioning as it should. We understand that sometimes issues occur.  We will do all that we can to remedy any problems that arise as soon as we are able.  We understand that sometimes the process moves slower than a customer wants, but there is always maximum effort to get out and help our customers as soon as possible.
  
  It was not until after all of that occurred that we were notified on 6/30/23 that the customer had filed this complaint on 5/25/23. Our understanding is this is already resolved.
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract for work preformed in first contract. They came out and decided work should be preformed another way. They did not tell me it would be $5k more. House is not complete. Yet they assert work was complete.

  

  Business response

  11/15/2022

  We proposed work to stabilize a specific area of concern in the customers home that he wished to address at that time (we werent contracted to stabilize all areas). The installation occurred on 8/23-8/24/2022. The project was completed in full. During installation, the team leader and production manager noted that in order to stabilize other areas of the house the customer would need additional product installed. They discussed this with the customer. The customer understood this at the time they discussed the additional work.  The production manager and team leader let the customer know we would get a new proposal made and sent over to them for the additional work. The customer received the proposal and had a different amount in mind of what the cost would/should be. The customer wanted the work to be done at a lesser cost. We reached out to the customer to discuss the additional work and costs for that work. The customer insisted that price to be reduced. We revisited with the customer that additional areas of work would be additional cost, which is independent from what we were contracted to do.  We arent proposing additional work in order to achieve what we were originally contracted to do. We want to ensure the best solution for the customer's home and that it is completed thoroughly and efficiently, and being forthcoming about other areas of concern that we see is part of that process. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Redeemers Group, Inc.3955 *********************************************************** Date prepared 8-28-18 Price - $22,855.86 We experienced cracks in the walls and ceilings, doors not opening and sloping floors in basement. We were told that piers and PolyLevel would stabilize the foundation and slab floor. Redeemers used laser beams to determine what needed to be lifted by piers and PolyLevel. Redeemers stated that if more than 1/4 inch occurred, it would warranted and guaranteed under the contract and would be fixed.WarrantyContractor warrants that the slab piers will stabilize the affected areas against further settlement for 10 years from the date of installation. The Contractor will provide the labor and materials, at no cost to the Customer, to correct the problems with the slab piers. When combined with PolyLevel, the warranty will be extended to a 15 year warranty.PolyLevelContractor warrants that it will lift the slab as much as practical. For concrete slabs raised with PolyLevel, Contractor warrants that the area where the slab of concrete was lifted will not settle more than 1/4 inch for a period of 5 years from the date of installation. If it does Contractor will provide the labor and materials to re-level the area at no additional cost to Customer.Contractor returned on ******** to do additional work and install piers around the chimney. This was an additional cost of $3,951.00. We were still having problems with cracks in ceilings and walls in all rooms on the main level of the house and doors not opening and/or closing properly. This work was suppose to solve at least 90% of the problems and the doors should work properly.Last year, 2021, similar problems occurred. The settlement in the southern part of the basement dropped to 3-4 inches. Doors again would not open. Redeemers came back out and shifted their position of the problem, stating a different kind of stabilization was needed. (Only one option was given to us originally.) Contractor did another walk through taking pictures and examining all areas. Customer was told the cost of repairs would not be as costly as initial contract. A project summary was then sent to Customer with an additional cost of $26,082.91. Contractor states to attempt to restore foundation, walls, and floors to original condition. Also states that because all restoration attempts depend of how the house responds, there is no guarantee of levelness.Customer has called several times to talk with the Contract manager (**) and was told to send him any questions or concerns, and they would be answered promptly. Customer did this and no answer came back. Customer has called several times and was told the person was sick but would answer the questions. This has happened several times, and the last time the Customer called was told ** was absent. ******* (person answering phone) said they had answered questions and have done all they could do. No questions were ever answered and never talked to **. A former employee gave me the number of the President of the company, ***********************. Customer has called him several times, and the phone calls have never been returned.The new Project Summary also states that an annual maintenance is essential in maintaining the system the Contractor has installed and protecting the warranty. Annual maintenance is not included in the project cost. No employee of Redeemers has ever mentioned or offered us an annual maintenance inspection, has ever given us a cost for it, and ever told us what an annual maintenance inspection is.

  

  Business response

  09/06/2022

  While the customer purchased a large number of piers, it was not enough for their sphere of influence to support the entire home. In the contract, it clearly says that a separate bid would be required to support the entire home.

  The customer mentions we later said a different type of stabilization was needed. That is a true statement. We were contracted to stabilize portions of the slab that the home sits on. That is what was needed at the time of the original project, and our team will not propose something that is not needed to a customer. What the customer is currently experiencing is the wall in his basement is bowing in from the pressure of the soil around the home pressing in. He needs to stabilize that wall. Piers under the home will not influence a wall that is bowing in. The wall was not bowing a the time, therefore, supporting it was not proposed at the time. Had we proposed that, we would be having a different conversation about a perception that we proposed things that were not needed.  

  Having said that, there is some wording in the contract that leaves room for confusion on the customers side. The statement: Guarantee stability to the foundation, floors, and walls in areas where work is performed is a catch-all phrase for different types of stabilization projects. It is intended to communicate that if we do a wall stabilization project, we guarantee stability in that wall in the areas we worked on. If we do a slab stabilization (foundation), we guarantee stability of that slab in the areas worked on. If we do conventional settlement repair, we guarantee stability on the floors in those areas. We are confident that correct expectations were covered on the front end as to what that number of piers would influence. We have multiple checkpoints for that. In good faith, we will offer to do the wall stabilization for the customer in the chance that there was either a miscommunication, or the wording on what is guaranteed was not clear. The scope is the 2 wall anchors that were proposed to the customer for the wall listed on the proposal he was given. While the crew is there, they will benchmark the areas where slab piers were installed. Our visits to the home have led to the conclusion that it is stable. The customer believes it is not. Benchmarking would be the way to determine if there is additional settlement going on. That *** help determine the customers next steps, and/or if it makes sense for our crew to do something in response to the findings. Separately, benchmarking is how we continue to monitor for settlement to know whether adjustments are needed during annual maintenance appointments. This is 1 service call a year to monitor that. A customer is by no means obligated to do that. That does mean though, that there are no eyes on whether any adjustments are needed. If unchecked and they are needed, cosmetic signs *** begin to appear.  

  There is a mention of cosmetic issues inside of the home that are being experienced in the upstairs of the home. Multiple trips to the home have yielded the same findings- there are issues upstairs based on how the home was built. Separate from that, there is no solution that we can provide (paid or free) from the underside or outside of the home that would influence the upstairs of the home. That has been a consistent communication from the beginning. The expectation that those items upstairs being affected by anything we can do is not something we can do anything about. That has not changed since the beginning, so we do not have a solution to offer for this. For cosmetic issues downstairs that could potentially be affected or improved by our work, it clearly states and we clearly communicate, that there is not a guarantee of that. Our goal is always to stabilize a home. Not to correct cosmetic issues. There is no % of issues that our work will affect. We stabilize areas of a home.  

  As it relates to selling the home, many states require disclosure of any past foundation repairs to a home whether there is currently an issue or not.  

  We recognize it is frustrating to try and reach a team member and not hear back. We apologize for that. The person he was trying to reach was, at that time, on leave, and is not returning. That is not the customers issue; we realize that. It created a frustrating situation for him, and we understand and apologize for that. That is not the experience we want people to have.  

  We will await word from the customer on whether he would like to schedule the wall anchors and benchmarking to be done. 

  Customer response

  09/13/2022

   
  Complaint: 17687356
  
  I am rejecting this response because:
  In the response to the Redeemers Group:  The phrase In the contract, it clearly says that a separate bid would be required to support the entire home, does not exist in my copy of the contract for the initial repairs. However, it does clearly quote the price to ******************************** as well as Permanently Stabilize Floor which is what we agreed to have performed. It also clearly states terms of warranty, which is what the Redeemers Group is now refusing to fulfill. 
  Sincerely,
  
  *******************

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2020, we paid Redeemers Group $28,580.26 to lift & level our house foundation. This job was to install ************ as an overall solution to fix the movement issues we were facing in order to close existing cracks but after they installed their products, they have caused more damage and added frustration because they refuse to follow through with their agreement to honor their 25 Year satisfaction guarantee & permanently stabilize our foundation as promised. Redeemers has been a nightmare to deal with and have caused more damage to our home then refuse to fix the issues (they drilled a hole in our water pipe, broke title, ripped carpet/got mud in carpet, title bulging, wider cracks opened in walls, rude technicians, failed to make appointments). The product we paid them for didn't even address was we were told would be fixed by their service. We have been escalating our ongoing issues with Redeemers since 2020 to Current Year 2022, but each time they come out, it's just excuses after excuses, so we are going around in circles with this company and keep getting nowhere. We have made in good faith every effort to contact Redeemers (all contact dates attached document) to have them resolve the issues and now they ignore our phone calls. Redeemers has totally failed to perform the work promised and paid for in a workmanlike manner and according to standard practices in the industry resulting in additional physical damage to the property and a reduction in the market value of the property. Further, Redeemers has failed to perform its guaranty and warranty obligations as stated in the parties' agreement, to provide the labor and materials, at no cost to customer, to correct the problem with the foundation piers. All Key dates are in document with pictures of damage are attached in this complaint. We are tired of dealing with this company and just want a full refund.

  

  Business response

  06/20/2022

  We dont appear to have access to any attachments or photos that complaint references as being included.

  
  Summary: We have, at no expense to them, sent technicians, crews, and managers out to the home on numerous occasions to assess the complaints given by the original customer and new homeowner. It is 155 miles one-way to this customer, and we paid for the time, labor, fuel, etc. for every additional visit to the customers home. We do that because its important to us to correct anything we didnt get right, honor our commitments, and naturally we want people to have a great experience. The conclusion of those visits,along with every step and contracted work, is noted below in detail. We have honored our warranty, and have not dodged this customer. We are very transparent about expectations on lifting versus leveling, cosmetic issues, and that fixing one area of a home doesnt prevent future issues in other areas of the home. This is the reason that when we inspect a home, we give an option to address only the immediate concern or an option to address the immediate concern AND protect the rest of the perimeter of the home at the same time. (Customer declined this option on the front end). It is similar to replacing 2 tires versus replacing 4 tires. Replacing the 2 does not mean that there wont be an issue with the remaining 2 in the future. If there is an issue with the remaining 2 tires and those are not given to the person for free, that would not be considered not honoring a warranty or making excuses. We are looking at a similar situation here. We have recommended slab piers to help stabilize the areas where poly was placed.They will need the slab piers due to the house being built on top of sand. The only reason we know the house is on top of sand is because we drilled into the pipe. When the tile was moved to reach the pipe that needed to be fixed that's when we found it was all sand underneath. Sand is an issue for just poly to hold, it will need to be a slab pier with poly combination. The customer did not want to pay for slab piers. Understand that there was no way for us to know on the front end that we would encounter sand, so our inspector did not have a reason to include this in the original proposal. Had he done so, it would have been questionable, because he would not have had a substantiation for the larger project size. We do not sell solutions to customers that we dont have evidence that says something is needed.
  The initial cracks that were in areas throughout the house did not close at the initial installation of the piers. In those areas, the cracks have remained the same size as they were when we first placed the piers. The piers have tested fine each time we have checked them. Those areas have been stabilized. That is specifically what we are contracted to do. A further dynamic in this scenario is that we contracted to do work with original homeowners, and the new homeowners were not part of the original conversations, contracts,understanding, etc. The scope of what we originally were contracted doesnt change based on a new homeowners perception about what that work should be or prevent.
  
  Step by step notes in our system:
  2/29/20 We received a lead from the internet that they have existing cracks over doors and windows and separation between wall and ceiling in kitchen. We called and left a message. We noted that we would re-call on 3/1/20
  3/3/20 We scheduled a sales appointment for 3/19/20.
  3/19/20 Initial sales appointment took place. Our ************* Specialist created a proposal for the customer. The proposal included push piers, concrete removal and replacement for some of the piers, and poly placement.These were to address specific areas of the home.
  3/20/20 The customer approved and signed the proposal. The initial project date scheduled was for 5/5/20-5/8/20.
  3/20/20 An update to the proposal was done, (same day savings applied) the customer approved and signed.
  Contract explicitly reinforces what is reviewed in inspections clearly and in large font in the main section of the contract-not the fine print. See points 2-4:
  Contractor Will:
  1.) Remove and haul away any landscaping in the work area. Not responsible for replacement.
  2.) Attempt to restore foundation, walls, and floors to original condition. Because all restoration attempts depend of how the home responds, there is no guarantee of levelness.
  3.) Guarantee stability to the foundation, floors, and walls in areas where work is performed. Lifting to level is not guaranteed. (Length of warranty for each product can be found in the warranty section of contract).
  4.) Attempt to correct cosmetic issues. Some cosmetic issues will resolve themselves, while others will not. During lifting, pressure can cause new cracks to form.
  5.) When piers are purchased, contractor will install piers to any depth necessary at no additional cost to the customer.
  Recommendation Notes:No recommendations as the customer purchased the full project to fix the house (in the areas of existing/current issues). A separate quote may be necessary if the customer wants to PROTECT any other parts of the home from future, unknown damage.
  
  Project Data Sheet notes generated by ************* Specialist after inspection for the crew doing the installation:
  Job Details: Piers and poly back fill where piers go. Poly around the middle wall that adjoins to the bathroom, in the hallway around the doorway to the hall from the den to try and stabilize and lift that area. This is to lift these areas to close-up the crown molding and cracks. They know lifting is not guaranteed. 3 bushes in the back yard need to be moved. Hand digging only; Sorry guys. No room to get the excavator back there. You may be able to get around the large bushes/trees and install the piers
  anyways. No noticeable exterior cracking that I could find. All interior cracking around windows. They
  had most of them mudded and painted multiple times and they kept opening.
  
  See 4 & 5 / Contract Notes: Customer is aware of the following: 1) They are responsible for moving all belongings at
  least 10 feet away from the work area for the polylevel and push pier crews, 2) Responsible for replacing
  any flooring that has to be drilled through; customer can have it pulled up prior to installation date and
  possible salvage any hard word or carpet, 3) the concrete, where we replace it near the front door and
  garage where push piers are being installed, will not look the same as the surrounding concrete and it is
  impossible to do so, 4) be aware that new cracks in the drywall may form during the lifting process, but know that they are rare and the customer is responsible for fixing them, 5) lift is not guaranteed because we do not know how the house will react (see warranty for Push Piers). When the new home owner buys this house, they need to call us to have the warranty transferred into their name. Customer asked about fixing the driveway. I told them it needed to be replaced due to the extent of damage that has already occurred.
  
  3/24/20 Our customer care team spoke with customer. She needed scheduling to occur late and said if there still is a need, she may have to delay it even further due to covid. For now, we scheduled production for 5/5-5/8.
  5/5/20 The ******* crew went out on and started placing the push piers through 5/7/20.
  5/8/20 The poly crew went out and started placing poly. Full scope of the project completed.
  8/13/20 One of our service technicians went out to assess some cracks that were resurfacing in areas where the work was performed. This was at no expense to the customer.
  11/18/20 We sent out a poly crew to do follow-up warranty work for the poly portion of the project. Notes say that the warranty work went well,only problem was a water line we drilled into, but it is fixed now.  This was at no expense to the customer.
  3/10/21 ******** is selling the property to her parents. The closing date is planned for 3/12-3/15. She wishes to transfer the warranty. The install was performed in 2020. We informed ******** that she will need to provide payment for the warranty transfer when it approved. She understood and provided us with the new owner's information. We will contact her back to confirm when closing took place and will update things on our end. We will send the transfer docs over to her parents once approved. ***** and *********************** are the new owners.
  3/18/21 The warranty transfer payment was processed.
  4/6/21 We received a call from *************************** stating her complaints. She and her sister ******** sold their home to their parents recently and are upset about issues that have occurred at the home. Cracks spreading, tile damaged and a pipe was previously damaged and never repaired by us. (These complaints were not mentioned to the customer care specialist when ******** and she spoke back in March.) ******* said we had been out a couple of times and she is upset. ******** wanted to speak with a manager, the customer care specialist told her she could transfer her to a manager. She explained to ******* that she will need to schedule a service appt. but, in the meanwhile, will arrange to speak with a manager as well. ******* says both she and her sister ***************************** signed the loan for the work performed last year.
  4/7/21 After speaking with a manager they confirmed that a ******* or poly crew needs to go out not a service technician.
  4/12/21 At first, we were planning on a poly crew to go out but after further conversation and assessment we concluded that a ******* crew should do pier testing. After speaking with *******, we need to send ******* out first, not poly. Poly has come out a few times and said the piers need to be evaluated.
  4/13/21 We noted to assess poly and pier work. Per *********************** (former owner and daughter of *********************, the current owners) our crew busted a pipe and did not achieve the lift assured. She is still heavily involved in the house, she will be at the appointment as well.
  4/29/21 Notes about cracks spreading, tile damaged and pipe previously damaged and never repaired by us. We scheduled a follow-up appointment for the ******* crew to come out and check the piers and areas of work.
  6/23/21 We sent out our ******* crew to do follow-up warranty work on the piers. The ******* crew pressure tested the piers and found no issues.The ******* crew determined that the poly crew needed to come back out and reshoot in the areas of concern. They took three photos of areas of concern.Two new cracks by the master closet door and one in the kitchen. This was at no expense to the customer.
  6/24/21 We received a call from **************** stating they are upset about the work that completed yesterday. Her husband wants to speak to management regarding this.
  6/24/21 The project manager spoke with customer today (ref 6/23 warranty-pier testing). He did not like the team's response. He stated, there are new cracks in his home. The front has pulled away from the house, and said our team told him there is nothing wrong. He has built homes, yet he is not an engineer. He thinks something is wrong with his foundation. He also talked about our past visit that we left floor damage and did not fix it. He is just NOT happy with Redeemers right now and was expecting a solution with the amount of money he has spent. He would like to say he could recommend us to his neighbors. (Note- he was not our customer).
  8/31/21 Customer ***** called to speak to the project manager.Went over what he needed. He said he has more cracks in the walls. Told him that we are coming back out in Oct for warranty work. He was happy with that.
  10/19/21 One of our poly crews went back out to do warranty work on the poly. Cracks over doors and windows. Separation between wall and ceiling in kitchen. There was a note to check on the cracked tile for this appointment and to meet with a manager about it. This was at no expense to the customer. A manager said fixing the tiles and pipes is not included in our contract. However, we did get the pipes fixed and placed the tile back in place.The next step would need to be to place slab piers and poly in those areas but the customer would have to pay for those. 
  
  01/18/22 Customer called and spoke with the project manager saying that the cracks in their master bedroom and kitchen where the work was done is getting worse. Never had them repaired and says he notices that the cracks are getting bigger.
  01/20/22 We scheduled for a service technician to go out and assess the cracks in walls in areas we have product have gotten worse. Said the cracks never closed when crew was there and have now gotten worse. The customer brought up a complaint about cracks forming on the wall at the back of the house by the kitchen & laundry room. We did not place products in that area; it was not part of the initial scope of work.
  
  2/2/22 One of our service technicians went out to assess everything. This was at no expense to the customer.  2 different team members have given a consistent message to the customer about how the house is built on top of sand and that they will need slab piers in order to stabilize the areas where poly was placed. The customer has expressed that they do not want to pay for any more work and that it should be included. 
  
  3/8/22 ******* service technician went out to assess the conditions. This was at no expense to the customer. The service technician discussed they found the same conditions and situation that day.  
  
  May 2022- BBB complaint received. At this point in time we have spent thousands and thousands of dollars trying to address the customer's concerns which seems very different than unwillingness to honor what the warranties cover or unwillingness to help. 

  Customer response

  07/01/2022

  Complaint: ********: I am rejecting this response because: The Redeemers Group has not fulfilled its warranty obligations relating to the residence located at 17 ************., ********, **.  At the homeowners request, Redeemers Group inspected the home on March 19, 2020.  The owner asked Redeemers Group to fix the problems noted.  Redeemers Group made recommendations to fix the home and submitted a contract to the owners, which the homeowner signed and then paid the full purchase price.  We relied on the Redeemers Group to fix the ********* is why we hired them. On page 6 of 9 of the contract dated March 20, 2020, Redeemers stated: 
  Recommendations to Your Project Notes: No Recommendations as the customer purchased the full project to fix the house.  A separate quote may be necessary if the customer wants to PROTECT any other parts of the home from future, unknown damage We purchased the entire package ($28,580.26) that was recommended by Redeemers to fix the house.  Redeemers did not recommend any additional work, unless we wanted to fix future, unknown damage.  However, it is the areas that were to be repaired and that were addressed by Redeemers that have continued to deteriorate after the repairs were made. After waiting the prescribed period of time, we paid (at our expense) to have the cracks existing on March 20, 2020 and that reappeared in the same areas after March 20, 2020, repaired by third parties.  Those cracks have since reappeared and additional cracks have appeared in areas where Redeemers performed the guaranteed repairs. The warranty provides Contractor warrants that the foundation piers will stabilize the affected areas (up to a 4 radius from the center of the pier bracket) against further settlement for ***************************************** else Contractor will provide the labor and materials, at no cost to Customer, to correct the problem with the foundation piers.  We understand that the warranty only applies to the areas where there was stabilization work performed.  However, it is those areas where the Redeemers Group provided stabilization work where the damage continues to exist and occur. Redeemers Group complains that it has incurred costs attempting to address the problems.  However, the warranty expressly states that the repairs will be provided at Redeemers expense. We do not agree that the house was built on top of sand but even if it was built on top of sand-- the warranty does not exclude houses built on sand and we were not advised at the time we paid $$28,580.26, that we should determine whether the house was built on sand before proceeding with the work in order to have an effective warranty.   In fact, the contract states that there are no recommendations. Redeemers Group should refund the entire purchase price because the repairs have totally failed and the warranty has failed of its essential purpose, in that Redeemers Group has refused or been unable to perform the work as originally agreed and warranted. Sincerely, ***************************

  

  Business response

  08/02/2022

   

  The customer has unfortunately sought legal action which is their right, and because of that, further communications regarding this case will need to be handled between our attorneys.

  Customer response

  08/04/2022

  Complaint: ******. I am rejecting this response because:
  Redeemers once again failed to fulfill its obligations under the parties contract or to  accurately state was has occurred.  Redeemers has falsely stated they have no obligation to fix our home, Redeemers has failed to actually fix our home as they promised in our contract and Redeemers has  continued the same unethical actions in response to the correspondence from the BBB.  When Redeemers continued to mislead and misconstrue the facts  in response to the correspondence from the BBB, we did consult with a lawyer.  The lawyer sent a notice of breach of warranty to Redeemers as required by law, in order to preserve our rights against Redeemers.  As you know, merely filing a complaint  with the BBB does not preserve a consumers legal rights.  Further,  I am sure the BBB does not recommend or  encourage consumers to forego protecting their legal rights and remedies, when a business has demonstrated to the consumer and the BBB that the business cannot be trusted to fulfill its contractual obligations in an ethical business manner.  It is about business trust and ethics in the marketplace.    As you might expect, Redeemers has not responded in any way to the correspondence from our attorney.  Redeemers has not denied that its work was inferior, it has not denied that the defects that existed in our house that they promised to fix continue to exist and have become more pronounced and Redeemers has not denied that it breached our contract.  Consistent with Redeemers lack of business ethics,  Redeemers statement to the BBB that we have initiated  legal action is not true.  We have not yet initiated legal action against Redeemers.  Once the BBB tells us that Redeemers will not fix our house as they promised, we will then consider taking legal action (utilizing the legal rights we have preserved) and I hope the BBB would let other consumers know that Redeemers has not demonstrated the business ethics and trust expected of an accredited BBB business. 
  Sincerely,
  ***************************

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The start date for this project by the redeemers group was Sep 22, 2021 and end date was Sep 23, 2021. We were originally quoted 4 days of work. The contract price was for $31,637.47. Of the balance, we paid $9,491.24 as a deposit. And we paid $10,146.23 the day the job was completed. The redeemers group was contracted to stabilize our foundation and encapsulate our crawl space and put in a dehumidifier and sump pump. The dispute I have is that we have noticed that some of the work that was done concerns us. At least one of the beams appears to be supported by a single beam and the one that butts up to it is not level. I want someone to daughter assure me that the work was done correctly and we don't have a reason to be concerned or assume responsibility for the work that was not done correctly. I have been calling and emailing the company for the last week and have not received the answers I seek. I'm very disappointed with the customer care that I've been shown.

  

  Business response

  11/09/2021

  Business Response /* (1000, 8, 2021/10/29) */ On Wednesday, September 22, we sent one of our teams to start the customer's project, completing it on Thursday, September 23. We installed our products exactly as we proposed in the contract: we encapsulated the crawl space and stabilized the foundation in the specific areas contracted. The project was explained to the customer during our initial assessment of the home while the proposal was created by one of our system design specialists. Our system design specialists thoroughly go over the proposal with the customer, ensure they are fully aware of the process, and explain how our work will achieve the results they are looking for. Our team leads review the proposed work again with the customer at the start of the project in case anything was unclear and answer any questions they may have at that time. When this customer's project was complete, the team lead's notes state that his understanding was the customer was happy, with no further comments or concerns from at that time. We recognize these are complicated systems that customers aren't used to discussing like we are every day, and sometimes despite explaining them, we may not always leave with the customer fully understanding to the extent that we thought. It is important to us that our customers have the peace of mind they are seeking. The customer called us following day on Friday, September 24. This is when the customer voiced a couple of questions and concerns about the project. They wanted to know the voltage for the breaker box the electrician would be installing for them. This is something our team lead, system design specialists, service technicians, or production manager are equipped to answer. This call was taken by our customer care team. They reached out to the team lead to verify the information to send over to the customer. The customer called back on Monday, September 27; they had not heard back from us yet and were looking for answers. At this time, they brought to our attention that there was a plumbing leak issue they had not noticed before in the crawl space. Redeemers Group recorded the concerns raised by the customer, escalating this to our leadership team to get this resolved as quickly as possible for the customer. Our leadership called the customer on Friday, October 01, to confirm that a service technician was scheduled to come out to review their project and explain the product placement and how it works. This was done on Monday, October 04. The details of this appointment are: The customer was confused about the product placement and expectations. Our understanding is her main frustration was based in a lack of understanding of the system and the areas in which we would be able to influence with the product. 1) A concern with the baseboards was in an area in which we did not perform work; it was an area on the opposite side of the house. 2) The water that was on the Cleanspace liner was from when we spliced into the plumbing line and the customer used the shower. We had asked the customer not to do so while we were working for this reason, but nonetheless, we are able to clean the water up afterwards. The Team Leader forgot to clean it up before they left. Our service technician took care of this at the time of his service appointment. (It was about 1/2 gallon of water.) 3) The customer was concerned about the appearance of the SmartJack system. Due to our utilization of the Joist assist brackets, it made the system appear to be installed strangely. However, we utilize these brackets not only to disperse pressure against the wood but to achieve desired height differences. This customer had settlement that someone attempted to correct cosmetically from above. For this reason, we had to use the brackets in varying heights to achieve the desired result against the joist. (We were able to lift over an inch in most areas we attempted stabilization.) Our understanding on where we are today: Our service technician was able to clear all of this up with them at the time of the appointment and both new homeowners are happy with the company and our service technician's information pass off. On 10/4 the customer emailed us "Yes he was just here, and he has done a fantastic job! I feel much better after his visit today. He showed me how everything is level, gave me the warranty information and the voltage information too." We are glad to be able to bring that peace of mind and get this fully resolved for the customer. Consumer Response /* (2000, 10, 2021/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate how this issue was addressed.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/30/2021 a redeemers tech came to look at my crawl space. I called because I had water under my home where redeemers did work. The drain line ws not installed by them properly. I asked the tech (Raheem) to have a manager contact me as I did not agree with his assessment and trying to charge me an additional $3000 to fix what they had already installed. Raheem stated a manager would contact me in 24 to 48 hours. I recieved no call. The following Tuesdy after no call I spoke with ***** at Redeemers. He stated he would have someone call me asap and transferred me to voice mail of **** (manager). I left a voice mail. 3 weeks no call. Called ***** back each week. He said he would esculate the issue and someone would call me. No call back. I called again the following week. I finally got a call from **** on 7/20/2021. He stated he never got a message to call me. I asked him to get someone to my house and get this resolved. Nobody has come and no call from **** as of 7/30/2021

  

  Business response

  09/16/2021

  Business Response /* (1000, 8, 2021/08/31) */ The customer accepted our credit offer as an appropriate apology for where we dropped balls here and poor communication. We realize that we aren't able to undo what didn't go well here to turn it in to a remarkable experience, but we think (hope!) from our last conversation with her that she understands we care and weren't trying to ignore her. She gave us a lot of valuable feedback from a customer's perspective. For that we are grateful. We walked her through her system and the importance of annual maintenance. Our takeaway is she knows her system is functioning properly, and the dehu does not need to be replaced or an additional one installed. Dehu is under warranty and operational.

*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. ↩