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Complaint Details
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Initial Complaint
12/26/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
In October, 2022 I hired this company to repair the foundation on my home. The foundation repair was to come with a lifetime transferable warranty. To date, I have not had any issues with the work that was performed by the company.My issue is that over a year after the job was done and I paid for it, they are now attempting to implement a change to the terms of the warranty and charge a $150.00 warranty inspection fee if there are any problems that do occur. On December 20, 2023 the business owner sent a mass email to myself and numerous other customers that effective December 1, 2023 he would be charging $150.00 inspection fee for warranty claims. This was not part of our original agreement when I hired them to do the work and if he had tried it then, I would have hired another company to do the work. This "warranty inspection fee" is unheard of with other reputable foundation repair companies. Myself and several other customers have replied to the email to say that we disagree with the change to the terms of our warranty, but there has not been any reply from the business owner.
Business response
12/27/2023
Dear BBB staff
To may it concern.
Please find attached the Transferable Lifetime Warranty. We do not charge to honor our warranty. If we have to fix or redo the foundation, we do not charge for any future repairs on the piers installed by us.
We did not mention if our I spections are free or not, thats why we sent a notification by email that inspections are not free. Many home homeowners agreed to pay the foundation inspection.
If we notice that exist an issue in the foundation repair made by us, it is gonna be repaired at zero cost, under the lifetime warranty.
Foundation Inspection has a $150 fee.
Foundation Repairs warranty is covered at zero fee
Thank you very much
**** OROZCO
Orozco Foundation Repair
************
Customer response
12/28/2023
Complaint: 21050583
I am rejecting this response because: The business is changing the terms of the warranty AFTER the work has been done and the business has been paid. This is fraud. The email from the business clearly states "we will be implementing a change in our policy."
Regards,
***************************Business response
12/28/2023
Tell us why ****,
Your foundation repair has a lifetime warranty.
You have to take care of the foundation watering program to make it worth.
I am not doing any change in your warranty, I am not gonna change your warranty. If you read your service agreement it doesn't mention that inspections are free. Any policy mentioned and signed by you in your service agreement still applicable.
You don't have to be worried about it.
Any other service or matter not mentioned in the service agreement has a fee or charge to be done.
Your Foundation was fixed and paid in full, your warranty still as originally you signed up for.
Show me that any future inspection is free of charge and I will honor it for you. I am not changing your warranty terms or conditions.
Thank you for letting me know about what are you trying to do in your bank. Please read again your service agreement about disputes and arbitrations.As I told you before several times, your lifetime warranty and your service agreement still valid and the value of your foundation repair terms did not change.
.
...Customer response
12/28/2023
Complaint: 21050583
I am rejecting this response because: This business is trying to retroactively change the terms of my warranty. The highlighted portion in the attachment is an excerpt from the email received from the business and it clearly states "Effective December 1st, 2023 we will be implementing a change in our policy. Moving forward, there will be a nominal fee of $150.00 associated with any warranty inspection requests." This change IS NOT part of our original service agreement. It is unethical for a business to change the terms of their warranty - including charging additional fees - after the deal has been done and paid for. You cannot retroactively make changes to our agreement. You can make changes to your policy and make the change effective with new customers moving forward. If you want to change the terms of our service agreement and charge additional fees that were agreed upon, then I want to change the amount of money I paid you for the job.
Regards,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.