• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about Feb 2009, I replied to a business card left on my door regarding foundation repair. I called **** Foundation and scheduled an appointment for them to come evaluate my concern. We agreed on a price of ****** dollars for a lifetime, transferable warranty. Initially, when I would call for an "adjustment" to the foundation, they were fairly promt to come do warranty work. I have recently called for service several times and ** told warranty work is done when they are not busy with regular work. I can't seem to get any action from them. The office lady will schedule an appointment and twice they have not shown up, nor called to reschedule. Their failure to respond to my concern has cost additional money to me for plumbers to repair a broken pipe due to foundation shifting, which could have been avoided had the adjustments been made.

  Business response

  01/25/2023

  We told **************** that we are operating with one crew right now and the schedule is running behind not just for warranty work but for new work as well.  We are short staffed and withing the last year or so we have dealt with members of our crew having to be out because they were covid positive on several different occasions.  We are trying to doing the best we can with the crew that we have at this point.  That is what was explained to the customer.  He is still on our schedule for his repair to be done.  He is acturally on the schedule for March 31st.

   

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to request Waco Foundation Repair (***) to refund my deposit as there is property ownership change before foundation work started. My property needed full scale remodeling/innovation, and foundation has to be fixed before any other remodeling work to begin. You can imagine if you fixed door and window first and foundation last, all the frames very likely needed to be redone since foundation and base shifts. On Oct 26 2022, I got foundation repair estimates from Waco Foundation Repair (***). I called *** staff ***** and got the information that my project will not be able to start until one month or two months because their current working orders and schedules. In order to have *** put my project in work queue, I was requested to make a deposit which is 50% of the foundation repair project cost. I made the deposit to on Oct 28, 2022 for amount of $5,712.50 to ***. On Nov 2, I asked *** to send me updated estimate because one of the sections will be demolished and no need to do any foundation repair for this out-of-scope section. The update estimate should reflect the section reduction and less amount of cost comparing with the original quote. On the same date Nov 2, ***** from *** mentioned " I will try to get over to you today. Will have to get sq footages of add on first to make material adjustments as to what I would allow for." also at the same day, I encountered financial difficulties and had to consider sell the property. So on Nov 3, I emailed ***** saying "Please hold on the leveling job as there is potential ownership change coming for this property. Please call me if you have questions". I did not hear from *** since then. The property sell closing was on Dec 27. After holiday, on Jan 3 I sent email to ***** and mentioned I have sold the property and requested for a deposit refund. I also called the *** office on Jan 3 and talked to the office lady about the situation. I talked to *** office lady again on Jan 5 and Jan 10 to ask for their update, but the office lady did not know the progress and stated only ***** dealing with refunds and she will let ***** know that I have called. But no one called back to talk about the progress at all. Since the property ownership is changed, no actual work done by *** yet, I expected to have my deposit refunded. Attached is the email communication and my deposit payment transaction.

  Business response

  01/13/2023

  On October 27, 2022, ********** signed a contract with Waco Foundation Repair to have foundation repaired at ************************************************************ 76708.  Our company requires that a 50% deposit be made when the contract is signed to insure a spot on our work schedule.  The customer paid the deposit on 10/27/22 and at that time she was informed that the crew would not be able to begin work for 4 weeks which she agreed to, and she was put on the schedule.  On 11/4/22 we received a phone call and an email asking us to put the work on hold.  The first week of January she called requesting a refund.  The contract she signed states that once a deposit is made that it is non-refundable.  She requested the work to be put on hold just a week after signing the contract, if she had not requested the hold, the work would have been completed by the time she requested the deposit.  We have been waiting since 11/4/22 to get the go ahead to move forward with the project and did not hear anything from her until the first week of January.

  Please see the attached contract where she signed and initialed the #3 stating that deposits are non-refundable.

   

   

  Thank you,

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

  Customer response

  01/13/2023

  Complaint: 18713811
  
  I am rejecting this response because: in the contract, it does not mean it is reasonable and should be supported at all circumstances. In this case, the communication is promoted as it can go, WFR has been notified as situation allows, as WFR responded in email work is scheduled end of Nov, WFR was notified to hold project on Nov 3( which one week after deposit made and there weeks before project event possible to start, and according to foudnation companies I called around, it could take even longer as city permits process normally delayed) and WFR did not even has latest elevation and foundation scope map (since WFR acknowledged the one section in original scope needs to be taken out, they should send me an update map and new cost estimate, I did not got a new estimate and I did not get a new map either). WFR did not lost a thing. They did not even ask me how it goes, is everything still on schedule etc. I have to sell the property and I informed WFR right after closing. Ownership changed makes it impossible to start the foundation work on others property, is not it? 
  
  Regards,
  
  *********

  Business response

  01/25/2023

  Customer signed a contract stating that refunds are non refundable.  We will be more than happy to apply the funds to future foundation repair projects, or if she has no future projects coming up we will refund her 50% of the deposit amount within 30 days.

  Customer was told we could start the project within 30 days but she cancelled it before we could start the work.

  Please see attacheched documents that were signed by customer acknowledging that we do not do refunds.

  Customer response

  01/27/2023

  Complaint: 18713811
  
  I can only respond with my comment by rejecting the response from service provider. If I accepted the respond I will not be able to add my comment to the thread.

  Firstly, as per email communicated with WFR ***** on Nov 2 and Nov 3 (see email communication attached), WFR acknowledged there was a scope reduction(addition on the right side of the property will not be part of the final work scope). From initial proposal (as attached), $1800 is for "remove / replace sole plate at addition on right side), also "Install new 4x6 treated beam throughout" also including the addition part.  as WFR claimed the deposit is 50% of total cost, then WFR needs to returns deposit of the difference between received deposit and adjusted deposit that based on the latest work scope. this part alone is more than $900 (>$900 should be refunded to me completely for this part) 

  I do not think I will have any work in **** any sooner, according to WFR proposed refund solution. total refunds from WFR needs to reflect (extra deposit charged because scope adjustment) plus (50% deposited as per adjusted scope). 

  Customer response

  02/01/2023

  Complaint: 18713811
  
  I am rejecting this response because:

   

  Complaint: 18713811
  
  I can only respond with my comment by rejecting the response from service provider. If I accepted the respond I will not be able to add my comment to the thread.

  Firstly, as per email communicated with WFR ***** on Nov 2 and Nov 3 (see email communication attached), WFR acknowledged there was a scope reduction(addition on the right side of the property will not be part of the final work scope). From initial proposal (as attached), $1800 is for "remove / replace sole plate at addition on right side), also "Install new 4x6 treated beam throughout" also including the addition part.  as WFR claimed the deposit is 50% of total cost, then WFR needs to returns deposit of the difference between received deposit and adjusted deposit that based on the latest work scope. this part alone is more than $900 (>$900 should be refunded to me completely for this part) 

  I do not think I will have any work in **** any sooner, according to WFR proposed refund solution. total refunds from WFR needs to reflect (extra deposit charged because scope adjustment) plus (50% deposited as per adjusted scope). 

  
  
  Regards,
  
  *********

  Business response

  02/09/2023

  We received an email on 1/27/2023 stating that case number ******** had been closed.

   

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Waco Foundation Repair (WFR) came crew out on Wednesday, March 23, 2022 to start the work. They dug ten holes and started the leveling, but then were called to another job and said they would be back on Friday, March 25, 2022. The crew showed up on March 25, 2022, for about 3 hours, did a little bit of leveling, and then said they were called off to another job again, leaving have ten holes that were left open in the back of our house (one of which is right outside the back door, which cannot be used in case of an emergency). The crew broke the *** drain pipe with the shovel when digging the holes. The crew finished the work Monday, March 28, 2022. I was told that you would repair it and was asked if they could cut it to repair it. I gave permission to do so but it was not fixed. On 3/28/2022 crew was getting into and out of the hole and was using the *** pipe as a step. I witnessed him stepping on it more than once. I saw that the crew had wrapped a plastic bag around the pipe and then they recovered the hole. When I asked the crew leader if they had fixed it, he said that they re-glued it. I noted on the form that I had to complete that this was a concern. I was waiting for my plumber to come out and repair the pipe before paying for the job, as this was negligence and was not related to the actual leveling done on the house. The charge was $300 for the plumber to repair the broken pipe. Then the company charged a $161.25 late fee less than 24 hours after the work was completed. It has been impossible to get the owner ***** on the phone to discuss the issues we have been dealing with and this whole scenario has been a mess. They also need to send the updated invoice with my concerns and signature on it before I pay.

  Business response

  03/30/2022

  The terms you have recommended are not acceptable by my company and will only accept full payment of $1625.00 for final payment in which is stated on contract. Also per our emails that it is clearly stated that we are not responsible for plumbing lines , sheetrock , brick cracks pipes etc and is initialed by all customers on line #2 at bottom of contract. Further more you signed off on the work that the work was done and acceptable to you and turned in to my *******. As far as the pipe is concerned again we are not plumbers or equipped to make repairs other that the "favor" we tried to do to stop a drip in a line for you that you gave us permission to cut. The plumber invoice looks as if you could have made that yourself at home being it has no company name on it by the way. Further more and to end this the fact that you called me a coward and made a threat to meet you face to face for payment is not in my relm of doing business that way nor all the social media slander you did in regards about this job and said i was just another shady business i have. I will only accept the terms based on contract for final payment of $1625.00 in which you can mail or call in to make over phone but as of now the warranty is void and lien is being filed for non payment and or not paying and withholding partial payment for something we are not responsible for as stated on contract you signed.  

  Customer response

  03/31/2022

  Complaint: 16946917
  
  I am rejecting this response because: 

  1. On both forms of the contract, we did not sign "I have received and understand copies of Expectations of Underpinning and Foundation Maintenance." Not only was this form never provided nor signed for, either on February 11, 2022 or on the date of job completion on 3/28/2022, but the damage to the drain pipe was not caused in any way by the movement of the foundation when the house was leveled. It was caused by a negligent worker who hit the *** drain pipe with his shovel, cracked it, and then proceeded to step on it to get out of the hole several times. This is similar to a worker breaking a window with a shovel. It is the responsibility of the business to take care not to cause collateral damage to items around the work space. 

  2. As to the plumbing receipt, it was provided by the plumber. Your comment on whether it looks professional or not has no bearing on this case. Your receipts and "contract" looks professional, but you are wholly unprofessional and will not return phone calls or come back out to the job site to discuss the job with the customers. Your receipt is worth less than the paper it is printed on because you do not honor your own contract. I am attaching the cashier's check and receipt for the plumber as well as a copy of the cashier's check I have for the remainder of the balance for you. 

  3. I never intended or made any type of threat to you or your person. I simply stated that you, being the "President of Waco Foundation Repair", could come out and get the check in person. My intent was to have you look me in the eye when I gave you the check. That is it. If you feel threatened by that, then that is something you can and should seek some counseling for, as it probably has more to do with your shady business practices than anything else. 

  4. As to the claimed slander, you are completely wrong. I have simply outlined what it has been like working with this company in a review. That is part of doing business in an area. You are open to customer reviews. Be careful about accusing someone of something without sufficient proof. I simply gave an outline of what happened in my review, including your unprofessional email responses. Please look up the definition of slander before you accuse someone of it. 

  5. You claim that you offer a lifetime transferrable warranty, but the minute a customer wants you to return a phone call or wants you to repair something you damaged, you void the warranty. This is also a shady business practice, as it is completely at your discretion and is punitive. Here is what your website states regarding warranty: 

  Warranty

  Repair maintains the best warranty in the industry. Our repairs are covered for the lifetime of the structure. If ownership of the house is transferred, the foundation repair warranty applies to the new owner. Waco Foundation Repair will, at no cost to the homeowner, correct any defects in workmanship or materials that *** have occurred to stabilize the foundation. Please contact us for more details.

  
  Regards,
  
  *************************

  Business response

  04/05/2022

  like i said i have stated what i need to and have signed contract and completion work signed off on. You are more tyhan welcome to go to my website for the foundation maintenance guide and expectations of underpinning as it is a lot of paper to print out. Again you wanting to meet face to face i just dont feel the need. you told my ******* your wife was on way home and would pay the day we were done because you did not have a check so to speak. you could have very easily mailed payment in but again here we are arguing over a pipe that we are not responsible for. So like i said i stand at the fact that i have not recieved payment in amount of $1625.00 as stated on contract and have filed for lien for that non payment so be expecting that in mail. Please do not contact me again in regards to this matter. 

   

  Thank you i have nothing further to discuss with you. 

  Customer response

  04/05/2022

  Complaint: 16946917
  
  I am rejecting this response because: we are willing to pay the full amount if you will honor the warranty.
  
  Regards,
  
  *************************

  Business response

  04/13/2022

  If the amount is paid in full of $1625.00 i will honor warranty but i have also placed a lien on property just as i said so that will be $300 to have likened released. I can provide lien if needed. So balance will be $1925.00. 

   

  Thank you. 

  Customer response

  04/19/2022

  Complaint: 16946917
  
  I am rejecting this response because: This is an unacceptable price for us, as we have already had to pay an extra $300 to fix an issue caused by the workers. If your crew had broken a window with a shovel handle, I would assume that you would pay for the repair. Just because you state (but did not give us the documentation stating it) that plumbing issues are not covered, this issue was not caused by the house being leveled. The house moving is not what broke the pipe--the worker hit the pipe with his shovel and then proceeded to use the pipe several times as a step to get out of the hole. I would have been okay with fixing it myself if your supervisor had not told me he would fix it because they broke it. Therefore, we are only willing to pay the price of $1,625, which is more than fair.
  
  Regards,
  
  *************************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I began some home renovations in early Dec that included drywall repairs, painting & estimate for new flooring. The flooring installers noticed what appeared to be foundation issues. They suggested having the foundation checked out by a professional. So, I contacted Waco Foundation Repair for an evaluation & estimate for repairs. The estimated cost of repairs was $8,400 & they required half of that amount up front. The owner said they may be able to start work the week of Dec 27. I wrote them a check for $4,200 & signed a contract on 12/16/21. I proceeded with ordering new flooring with the expectation the foundation repairs would be completed in a reasonable length of time. The week of Dec 27 came & went with no contact from them on a new date. I had to repeatedly call them to ask when they would be starting. Each time, the response was "we hope to get to you the week of XYZ." This same pattern went on repeatedly for weeks with no work done & no communication initiated by them. In the interim, a friend told me about their botched repairs by ********** had to bring in an attorney for resolution. So, I made the decision that I didn't want to proceed with WFR. I requested ********************* of my $4,200 deposit through the receptionist on 2/8/22. As far as a refund, she said she would have to check with the owner & get back with me. She called back & said they would be coming 2/9/22 to start work. I called 2/9/22 around 8:05am & the owner answered. Previously, I had only been able to speak to the receptionist. I advised him I wanted to cancel & to refund my deposit. I told him not to come to my house for repairs. He said he would have to get with his CPA regarding a refund. He remarked the contract said there is no refund if work is scheduled. Work didn't get "scheduled" until I requested to cancel. I didnt initial the section in the contract about no refund because it wasnt pointed out or explained to me. A demand letter was sent 2/15/22 by my attorney to WFR.

  Business response

  03/11/2022

  and your refund is being processed but due to the fact you hired an attorney and he wants $900.00 for the letter is ridiculous so until my attorney gives me the best advise as to what to do then your attorney stated i had 60 days to respond to that. its in the attorneys hands not mine this could have been very simple had you not canceled a job the day my guys were in route to your home that you were fine with the day before. 

  Customer response

  03/16/2022

  Complaint: 16800616
  
  I am rejecting this response because: I can't say with certainty at this point that Waco Foundation Repair is going to refund my deposit of $4,200. I am unable to consider my complaint resolved until I have the $4,200 in hand. 
  
  Regards,
  
  ***************************

  Business response

  04/05/2022

  your refund was sent certified 4/5/22

  Customer response

  04/08/2022

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

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They hold the warranty to the foundation repair done on my house. They have made more than 6 appointments dating a year ago until now, for servicing my warranty.They never called or messaged that they werent going to make appointments until the last one. We had an appointment for 10/22/2021 . They emailed me and said they could make it.I need the warranty work completed so I can repair my bathrooms and plumbing issues. I have explained numerous times that they were affecting my health and welfare by failing to complete theyre warranty work as promised.I know of others who have had issues with this company for over two years. They contacted BBB and the company came out and resolved the issue.I am requesting that resolution take place within two weeks so I can repair items on my end.They do not do what they promise.My next step is legal action.I would like to avoid that if possible.Please help

  Business response

  10/27/2021

  We at Waco Foundation Repair strive to take care of every customer with the most time effective  schedule that will allow. With that being said when you work outside we run into delays with a lot of things like weather and most of all all jobs do not go according to plan and take a little longer. We have lost multiple crew members to COVID and hiring extra is just not as easy anymore because no one seems to want to work anymore. I will get to you and all other warranty issues as fast as i can because like you i have 50 more waiting as well. My apologies on this and will do my best to get to this within the next 30 days is best i can do. Thank you for the complaint as we all strive to work as hard as we can to resolve each matter as quick as possible and that usually is a timing constraint!

  I will have the office contact you with our first available date.

  Customer response

  10/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only if they call, schedule a new appointment and keep the schedule. They have not kept any appointments and only notified me one time out of several that they could not make the appointment. I also have expressed my plans to do other required repairs on my home ,all hinging on theyre repairs being completed in order for me to proceed. This was expressed a year ago. I will be glad to claim resolution when my repairs are totally completed within 30days., as of right now Friday evening at 8:19 pm I have heard nothing from the office about scheduling.

  
  Regards,
  
  *************************

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waco foundation repair Refuses to come service the warranty on the house leveling. Have called multiple times they have told me they would be here this day or that never show come up with later that never show come up with an excuse as to why they didnt show. has been going on for over has been going on for over 2 years.

  Business response

  07/08/2021

  This is nothing that we are refusing to do we are VERY BEHIND due to poor weather conditions that constantly throws us off schedule when we work outside for a living. We due our best to stay on track but at end of day we will get to you. We get to the worst ones first and if i remember correctly your home was in need of very little adjustment but is on schedule for JULY 30th for the afternoon. and always feel free to call my personal cell at ###-###-#### rather than go through this step and simply ask when you have been rescheduled for. As everyone in town i am short staffed myself. Thank you!!

*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. ↩