Complaints

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:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of last year (2024) I paid Olshan a little over $13,000 to install two sump pumps at my house to collect water from my gutters and run pvc pipes out to the street. The work was guaranteed for one year. I pointed out to the gentleman, **** *******, Certified Structural Technician, (and the other technician who was here) who wrote the order that there was 3,000/4,000 square feet of roof service feeding into 3 down spouts from the gutters off the back porch and there was a lot of run off.I called on or about May 1st this year and told them the system off the back porch wasnt able to keep up the volume of water. They send a technician out, Mr. ****** he checked everything and said he thought the feed line to the pump was too small and he would report it to the office and someone would be in touch. No one called so I called him back in a few days and he said they had had that problem in the past and concluded that the pump was too small to carry that volume of water. Again someone would call. I didnt hear back from anyone until I received a call from a Mr. ******* last Tuesday or Wednesday. He said the pump was too small and they would install a larger one for an additional $1,800. I told him I wouldnt pay that much to cover up their mistake of under sizing the equipment. I hung up after several minutes of listening to him rant and rave but got a voice message from him a few minutes later which said he wanted to have someone come out and assess the problem. He asked me to call and schedule a time which I did, left a message havent heard from him. I have called two more times but no one has returned my call. I think its fair for me to pay the difference between the existing 1/2hp pump and a 3/4 one if thats what they recommend, that cant be over $200 or $300 max. And extend the warranty a year and replace the feed line if the pump is not the problem. Im not willing to pay an additional installation fee, Ive already to paid to have it installed.

  Customer Answer

  Date: 05/30/2025

   

  I chose Olshan because of their reputation and expertise in the field and I thought they would stand behind their warranty. I pointed out the large roof area that fed into the gutters and expected them to design a system that could handle the heavy amount of runoff. I think my offer to pay the difference for a larger pump is reasonable, Im not asking for anything free. I had a less expensive bid for the job but I thought Olshan was the ******** in the industry.

  
  

  Business Response

  Date: 06/27/2025

  The potential solution for this issue is to install a new sump pump/pump pit with discharge pipe.  The cost of that installation is $1800.00, which Mr. ******* offered to split the cost of with the customer.  It is stated in our Agreement that we can't control flood conditions, and unfortunately, ten months after installation DFW has had a substantial amount of severe weather.  

• Initial Complaint

  Date:04/15/2025

  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.

  On March 10, 2025 I had my foundation repaired. They did a fantastic job and I left a wonderful review with the company and on Google.On March 11, I received a call from Jasmine at Olshan's stating that I had overpaid for my service by $629.00. The check I gave to the ******* was in the amount of $12,890.58. She gave me 3 options. #1 - I could write a new check, #2 - I could have them mail me my refund, and #3 - They could have someone deliver my check to my home. I didn't want to write another check, so I chose option #2. She said it would go out that afternoon. I also informed her that I still had not gotten a receipt for my foundation repair. She said it would be emailed to me. Didn't receive it, and never received a check in the mail. On March 18, I called to let them know I had not received a check, nor a receipt. I was told someone would call me back. That didn't happen. I have called at least 7 times since then and nobody would call me back. On March 28, I called and asked for a supervisor. I was transferred to Jasmine and she said she would give my message to her manager and I would get a call back. Nobody called me back. However, on March 28, 2025 someone from their office finally emailed me a receipt. It was marked PAID for the amount of $12,261.58. After several more calls requesting Jasmine or a manager, they were always in a meeting, on the phone, or out of the office and they kept telling me they would call me back. That didn't happen. On April 10, 2025, a manager named ***** called me to let me know that another check was mailed on April 3rd. I told her I did not receive it and to have that cancelled as well, and deliver a check to my house. That didn't happen. April 15, 2025, I still don't have a check, and nobody has called me back.

  Customer Answer

  Date: 05/24/2025

  My issue has not been resolved. I received a check from Olshan in the amount of $1,329.00.  This is $700 more than what I anticipated.  It looks like they gave me my deposit back, as well.

  I want to thank you for processing my complaint and helping to resolve my issue.  You came through for me, and I very much appreciate it!

  ***** ****

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint with Olshan in ******* due to the fact that the company closed office in my state, and this is the location I found as Olshan headquarters.During February 2025, we noticed that our basement was leaking along the perimeter of the wall. We located our paperwork from Olshan which was provided by the prior homeowner. This includes Olshan's Wall Lock Lifetime Warranty, and Water Lock Lifetime warranty for our address. We attempted to contact them by phone, and have left multiple messages with no response. Through a service request email, a representative told us we are "outside of the service" area and was completely unhelpful. I will upload the email thread, as well as the documentation for the Water Lock and Wall Lock lifetime warranty certificates which specifically state "This warranty is completely transferrable to all future owners of the home" and "if any adjustments are required during the life of this home our company or another designated Wall Lock contractor will re-tighten all areas". Olshan needs to uphold their contract. If they do not have a firm in this area, they need to send a Wall Lock contractor.

  Business Response

  Date: 03/05/2025

  Unfortunately, this complaint is for work completed outside of Olshan Foundation Repair of Dallas's service area.  The customer appears to be located in *********  Olshan Foundation Repair of Dallas is independently owned and does not service warranties held by other vendors. 

  Business Response

  Date: 04/07/2025

  Unfortunately, this complaint is for work completed outside of Olshan Foundation Repair of Dallas's service area.  The customer appears to be located in *********  Olshan Foundation Repair of Dallas is independently owned and does not service warranties held by other vendors. .

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Olshan Foundation completed work on my foundation without the required city permit and inspection.The City of ********** requires permits for foundation work. In FW, it is the responsibility of the foundation company to obtain a permit before the work is completed and an inspection after the work is completed. I requested a copy of the permit and the inspection from Olshan when the foundation work failed approximately six months after the work was completed. Olshan has not produced the permit or the inspection, in all these months and after many requests. If the foundation work was completed without the required City permit and inspection, the unpermitted work will have to be reported when my house is sold and will significantly decrease the value of my house. I began requesting a copy of the permit in March of 2024. As of today, I have not received a copy of the required documents and the City of FW does not have a record of the required documents. I paid $14,000 for the foundation work. In the last email I received from Olshan, May 10, 2024, the general manager said, "The permitting department is reaching out to the City of Ft. Worth with the scope of work that has been completed at your home to make sure it is reviewed, and the engineer signs off. As that comes through, we will provide that information to you. The city itself does not come out and do any type of visual inspection." I have contacted the **************** numerous times. They have no record of a foundation permit or inspection for my house, and no record of Olshan working to secure any docs pertaining to my house, as the general manager said was the case. I asked Olshan to provide the name of the person at the City of FW the company is working with, but was not given a name. I asked for Mediation through ************** then emailed Olshan and called and notified the general manager's secretary of the request for Mediation. Olshan never responded to my request for Mediation.

  Business Response

  Date: 04/16/2025

  I have attached the City of ******************* Inspections "Construction Plan Review Comments" showing the permit was closed and "finaled" back in May of 2024.  Please feel free to reach out to us if you have any additional questions.

• Initial Complaint

  Date:12/13/2024

  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.

  November 30th We met with a representative from Olshan Foundation. We went over the assessment, and scope of work including the estimate for the service. The deposit was $700. We were concerned that there was legal issues with the previous home owner being liable for the damage and the representative assured us that they would put a hold on everything including the check we wrote. we agreed to put everything on hold because this would take time to go through the legal discovery and that deposit would be used to start the process including permits which is a time limited item. a week after the agreement was made, they cashed the check. Ive made several calls to the office requesting a call back from a supervisor (since im told by their staff that a supervisor must be used in this instance) yet their supervisors have yet to return my calls. they have sales **** call, but by their own policy, only a supervisor can deal with this issue. so far ive been told that there is no way, nor intent to return the money. no services have been rendered for which the money was designated, and its was their idea to put everything on hold. they just decided to go against what they recommended and cashed the check. side note, i have specifically asked for a copy for the contract a couple times now and that has been kept from us as well. we met on Nov 30th, agreed to put everything on hold on Dec 1st. Dec 11 they cashed the check. and today. Dec 13, we still dont have a copy of the contract. I do not have a contract as it has yet to be provided. but i do have recordings of our phone calls that verifies everything ive stated and will provide them upon request

  Business Response

  Date: 12/19/2024

  Our office received one call from Mr. ********** on December 12th, and a follow up call was made to him by ****** **** the same day in regard to his request for the deposit money to be returned.  I have included a copy of the Agreement that does have the customer's signature on it, and details that the $700.00 deposit is non-refundable.  Unfortunately, there is no way for us to "hold deposits", nor would there be any reason to withhold a document that was signed by the customer himself.  Mr. ********** is more than welcome to reach out to our office at ************ at his earliest convenience to provide us with an updated email address if he is still not in possession of the executed document.  I have emailed the address we have on file.

  Customer Answer

  Date: 12/19/2024

  I am rejecting this response because:   as i stated in the original complaint. The check was written with the promise that it would be held and not deposited until we resolved the legal issue. This was absolutely a shame and upon clearly specific request for a call back from the supervisor, it was pawned off on a sales rep. **** ridiculous that it takes me filing a BBB report to get a response from managent. This behavior(in regard to the money) is absolutely deceitful and predatory in nature. Thus I am asking for my money back

  Customer Answer

  Date: 12/19/2024

  I need to ask. So I just realized I very likely have audio recording supporting my claim. Can my response to the business be edited so they are aware and do we have a way to send the video?

  Business Response

  Date: 12/19/2024

  I apologize; however, it is unclear what exactly the customer is stating he has in audio recordings as evidence of.  We have not denied cashing the check, as it was a non-refundable deposit that is clearly defined in the signed Agreement with the customer.  If there was a discussion about holding the payment and not depositing it until further notice, please feel free to email us at **************************************************** and we will be happy to review.  We will return the deposit paid if that was previously agreed to by any of our staff.  Our notes show that the Agreement was not cancelled and is pending scheduling due to Mr. ********** seeking legal counsel regarding disclosures at the time of purchase of the property.

  Customer Answer

  Date: 12/19/2024

  I am rejecting this response because:   Okay i will be very clear. Prior to signing i voiced concern for legal liability of the previous owner. (This is what the recording proves) your *** assured me that if I sign over a check and contract, olshan would hold it and not cash it until we were able to explore the legal implications and decide to begin the work. You then cashed the check immediately the next morning. I will provide you a copy of the recording at my earliest availability. Yes I signed the contract, with the assurance that it wouldn't be cashed until we were ready to move forward. I'm only comminating through the BBB to have a 3rd party involved to show i tried, and give you a chance to see the situation as it is. No hear-say, Your employee committed that you (olshan foundation) would not cash the check. I'm willing to accept that you were unaware and thus I requested to speak with a manager. Yall elected to not have a manager speak with me so now I have to move onward. If olshan is unwilling to return the funds they obtained under false pretense then my only option is to raise awareness of these practices publicly. As for not canceling the contract. I had hoped we could resolve this and move forward but it's clear that's not your intent 

  Business Response

  Date: 02/05/2025

  We voluntarily decided to refund the customer the deposit as a onetime courtesy.  The check was issued 1/16/2025.

  Customer Answer

  Date: 02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service 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.

  My home has a cable lock system of which I have a lifetime warranty. I have been trying to contact this business by phone and email for the last 6 months. Each time I call any number listed for the business it doesn't route me anywhere and it hangs up the call. I emailed them and they never emailed me back as well. The interior of my home is sinking and I need some answers.

  Business Response

  Date: 10/25/2024

  I noticed that your information shows an Oklahoma address.  Was the home that had repairs located in OK or in the DFW Metroplex?  If your repairs were made in ********, unfortunately, you are outside of our service area.  There is an Olshan location in that area and their telephone number is ************.  Please feel free to reach out to us at ************ anytime between 8am-5pm Monday-Friday.  We are happy to help!

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service 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.

  The complaint is about Olshan not responding after the initial assessment.We bought the property in 2016 and called to confirm the warranty transfer was successful and were told if we noticed any cracks in the walls or doors that won't shut properly to call and they would come out and fix the problem at no cost to us as per the warranty. In July of this year, we did notice cracks starting to form in the same places that had been patched from the previous repair so we called. We were given the # to the warranty department and to speak to Jasmine the following Monday and she would help us. We called and she was very helpful in setting us up a meeting with ***** so he could take measurements and get the team scheduled to make the adjustments. The appointment was for July 25th, but ***** asked us to reschedule for July 31st. The cracks were becoming worse, but we were confident Olshan would get the issue fixed. ***** came on the 31st and confirmed the house had shifted in the same places the previous work was done, but apparently the information from the work in 2008 was not in their system. He only had information on the repair that was done with the warranty in 2016.I have the documents I was sent about the warranty which includes the original contract and schematic of the work done in 2008. I did not have the info from the 2016 repair and asked for a copy of that info and ***** told me he could get that to me. He was also having issues with his work tablet and said he would have to call us when he got into the office to schedule the team to come out. We got an auto text Aug 5 saying he scheduled a meeting with us at 7pm. I texted him to ask about it and got no response and nobody showed up at 7. We have also called the office several times in the last 2 weeks and she seems genuinely confused why ***** isn't getting back to me. I called Aug 19 and asked for a manager and was told they were in a meeting, but would call me back. I have still not gotten a call.

  Customer Answer

  Date: 08/21/2024

  The company reached out to me and set up an appointment to discuss the adjustments included in the warranty and they suggested adding more pilings as well. 

• Initial Complaint

  Date:04/09/2024

  Type:Product 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.

  On Feb 19, ****** **** sold me a "solution" to my sinking concrete patio and sunroom. The work was completed on Mar 7-11. The issue was that my concrete patio does not have rebar reinforcement and is sinking and cracked. We discussed replacing the concrete, but he recommended instead a cheaper solution to place piers and seam the cracks. He assured me this solution would be "epoxy-ready" so that I could extend the life of my patio. The solution he sold me was $11k. Replacing the concrete was more like $25-30k. So based on his recommendation, I agreed to the repairs. After the work was done, my patio / sunroom is still a mess -- and I believe I'm still going to have to replace the concrete. The concrete is still completely cracked and uneven -- the seaming they did was completely surface level and didn't even cover all the cracks. I've had two different, independent epoxy guys come look at it, and neither will touch it -- they are telling me it would cost $15k+ for them to get it looking better, but it still wouldn't be perfect. They are also telling me they would have to rip out the seaming that Olshan did because it was done so poorly. They are also concerned about continued movement. On Apr 1, I tried reaching out to Olshan and no one will return my messages. I want my money back. I want someone to call me THIS WEEK and offer to make this right.

  Business Response

  Date: 12/19/2024

  Our records indicate that work was completed in March of 2024.  Since that time, we show no records indicating any contact has been made with our office in attempt to schedule a warranty evaluation or express concerns with the repairs completed.  We would be happy to send out a technician to review the current state of the patio, and if adjustments are needed under our warranty, we will be happy to remedy the situation.  Please feel free to reach out to our office at ************ Monday-Friday between 8:00AM-5:00PM in order to schedule an inspection.

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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 am attempting to contact Olshan Foundation of Dallas concerning an installation they did at my house. I have tried to contact them repeatedly. They will not respond to my online emails. They will not return my calls. They are apparently trying to avoid talking with me about the issue. This is not right.

  Business Response

  Date: 08/01/2023

  **************** has asked us about some doors that are in the house away from the actual work that was performed. We have sent **************** the drawing of this homes showing what area the pilings affect the house. We did go out and adjust some doors and a sign of goodwill. We also went out and took out the glass door on Saturday that they requested us to heip them with. Please tell me what your concern is. I have not received any messages from **************** so apologize if I have missed anything. Please be detail in expressing your concerns.

  Customer Answer

  Date: 08/01/2023

  I am rejecting this response because:   

   

  I am rejecting this response because:   
  
  Does not correspond to anything done at my house. They must have the wrong file. My issue is with the root barriers which were installed in front and back. This has nothing to do with pilings or doors. If they had contacted and talked to me, all this confusion could have been avoided. I am still willing to talk with them by phone. Otherwise, the complaint is in place.

• Initial Complaint

  Date:09/22/2022

  Type:Order 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 are a general contractor and had to have this company come out to to do warranty work as well as new work for an 80 unit condominium complex. We have been attempting to work with them since January and the reports were supposed to be completed by June in order to move forward with this project. They are not responsive and have repeatedly lied about their intentions of producing reports in a timely manner for us to complete our contractual obligations. The delays are starting cause unnecessary financial burdens. Richard Solsberry has been our contact person as well as his manager Paul both promised these reports would get done in a timely manner which did not happen. What we are seeking is for them to finish the job before we are forced to resolve this by legal means.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/23) */
  This is not a Dallas specific customer. I believe this should be sent to the Olshan Houston office.