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:29/05/2023

  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.

  We had Soil Lock Services come in to assess issues with the foundation of our house, cracks in the foundation and a concrete deck that needed to be raised. They were confident that they could fix our issues. After 3 days of work on our house, our contractor has found that the foam that they sprayed is crumbling, not solid and the cracks were not completely filled and sealed allowing water to still seep in. They also caused damage to our ***** trough when the concrete deck was lifted and a wood beam hit it. We were told "it is not our job to look up". We now have to pay a new company to fix what they did and finish what they started. They have held up the work on our house for over a week as we tried to set up 2 meetings with them that they cancelled. They have not inspected their shotty work but did mention that they had issues with their product the day that they were working on our house. No resolution was offered by them other than to say that they will no longer be involved in our project. We have incurred costs of the equipment that was rented by the contractor that was waiting to complete outside drainage work while the ********* owners cancelled two meetings with **. We are trying to sell our house and this has been a horrible experience that could affect our future in the long term based on the amount of money that we now have to spend to fix their mistakes. We would like a refund of what we have already paid them ($4715) plus the costs that have accrued for equipment rentals by the contractor that have been sitting idle for over a week.

  Business Response

  Date: 06/06/2023

  ***** and ***************************, 
  
  We empathize with your frustration; however, it is important to reiterate that Soil Lock Services has consistently and clearly communicated our terms and conditions. Our communication efforts have been thorough, ensuring that our clients are well-informed about our policies.
  
  We want to emphasize that we have made it clear on multiple occasions that accessible foam does not undergo the same pressurization process as foam beneath the slab and that the solution to this problem was a simple re-spray. While the concrete cracks injection was only partially completed, we made the decision not to charge ***** and ***** for any of the product or labor involved. Furthermore, no cancellation fees were applied, despite their agreement to proceed with spray foam insulation at a significantly discounted cost, as well as discounting the entire amount of the void fill charges that were successfully completed as well. 
  
  Unfortunately, there were specific costs incurred for this project, amounting to over $6,800, which include materials that were specifically ordered and stored for the insulation job that has been cancelled, and void fill material which we have proposed to credit. These concessions have been made in the spirit of an amicable resolution and were a proposed settlement to this issue, if the Johnstones reject our proposal we will be forced to re-evaluate our position and charge to the full extent of our agreement to recover costs to date.
  
  The terms and conditions were clearly outlined in the estimate provided by ***** and included on our end as well, ensuring clarity and convenience for all parties involved. We have also attached the email chain, which contains an email from ***************************** acknowledging and agreeing to the terms and conditions.
  
  It is important to note that Soil Lock Services does not bear any responsibility for the cost of rental equipment, as the drainage work could have been completed externally, considering that the deck has already been successfully lifted, and our scope of work does not interfere with drainage-related tasks. The contractor, only required the equipment on site for two days and any additional charges due to mismanagement are not the responsibility of Soil Lock Services. The scope of work for Soil Lock Services is limited to void filling under the foundation and lifting of the deck, both of which have been completed.
  
  Regrettably, at this time or in the future due to reasons listed above, no refunds will be issued.
  

  Customer Answer

  Date: 08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This business has caused ** to incur more, and increasing expenses due to the work that they have not completed and also due to the work that they did complete. Their product is crumbling and falling apart and does not stand up to what was agreed upon. The work was half completed and this company has chosen not to inspect the previous work that was done. They offered the solution to simply spray in more foam without inspecting the issues that we have brought up. As the drainage work had begun, a 10 foot long, 5 feet deep trench had been dug at the side of the house and due to the foam that had already been injected and disturbed the foundation of the house, caused the outer wall of the foundation to become unstable, therefore delaying the continued work on the drainage. The continued cancellation of meetings by soil lock caused work to come to a stand still for a week, thus incurring more costs for rented equipment for work that could not continue while we waited on ********* to inspect these issues, which they chose not to do.

   

  we will be taking this matter further than BBB and are not satisfied with this response.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/06/2023

  ***** and *****************************,
  
  We appreciate your feedback regarding the scope of work completed by Soil Lock Services Inc. We would like to address your concerns and clarify our position to ensure a clear understanding of the project.
  
  Scope of Work: Our agreement with you clearly outlined that our services were limited to void filling and lifting of the deck. During our initial meeting, we emphasized that no lifting of the house should be expected from our work. We have fulfilled our commitment by lifting the deck and filling the crawl space slab as agreed.

  Drainage Work and Associated Delays: It is important to note that the responsibility for the drainage work and any associated costs or delays lies solely with the owner. We did not have any involvement in the drainage work, and it falls outside the scope of our agreement.

  Terms and Conditions: The terms and conditions listed in our estimate accurately reflect our stance on this project. Additionally, we did not charge for the cancellation of the spray foam insulation or the partial crack repair.

  Defamation Claims and Legal Actions: We hope to address any misunderstandings or disputes amicably. However, if the Johnstones continue to make baseless claims defaming Soil Lock Services, we reserve the right to take legal action. In such a scenario, we would seek to collect the full amount agreed upon in the contract, including the void fill material, spray foam insulation, partial crack repair, and any legal costs resulting from this issue.

  Halting the Work: We would like to clarify that, in our professional assessment, halting the work was not necessary at any point during this project. We understand that delays can be frustrating, but it is essential to note that the responsibility for coordinating the work and ensuring smooth progress lies with the contractor hired by the Johnstones. We cannot be held accountable for the contractor's actions or decisions.

  Pre-existing Drainage Problems: The pre-existing drainage problems that are being addressed were not directly related to the work performed by Soil Lock Services in the crawlspace or deck. 

  Appointment Requests: We understand the importance of accommodating our customers' schedules, however upon reviewing our records, we would like to clarify that we did not receive any formal meeting requests from you throughout the duration of the project. While we strive to be flexible, appointment requests made outside of business hours are handled on a case-by-case basis. 

  We value our customers' satisfaction and aim to address concerns promptly and professionally. We hope this clarification provides a better understanding of the project and our position. 

  Customer Answer

  Date: 08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not agree.
  
  Sincerely,
  
  *****************************