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:27/06/2025

  Type:Service or Repair 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.

  Contacted Foundation Guy to repair block foundation. They recommended a drainage system inside, stating problem related to moisture in blocks. Signed and payed a deposit to have work done. However further investigation indicated this work was not needed, and thus canceled the work. Filled the required requested per their process, and have not received reimbursement.

  Customer Answer

  Date: 08/07/2025

  Have been contacted by Foundation Guy, who indicated a refund is being processed. They also sent me a release letter, which they want me to sign. Have

   Included the letter

• Initial Complaint

  Date:16/04/2025

  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.

  Signed a contract on April 2, 2025, was told I can cancel in 10 days for a full refund. Completed the cancelation form and sent it in on April 3, 2025. Received confirmation that the form has been received on April 4, 2025. Calling daily, different excuse daily as to why they haven't issued my *******. Told they can't refund to card, only cheque. Told I would get the refund on Monday the 14, dropped off at my house. No funds received, and I keep calling. Still waiting 2 weeks later and I've had to file a police report for theft and fraud

  Customer Answer

  Date: 17/04/2025

  The company indicated they will refund the money today, April 17

  Customer Answer

  Date: 17/04/2025

  The company provided a refund, just hoping the cheque doesn't bounce.

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Radon mitigation system, contract signed 20 th Jan 25.Deposit agreed at 40%, they deducted full amount, claimed it was an error but did not correct it.System installed on Jan 30th.Issues.The contracted sump pit cover was not provided or installed, no reason given when I pointed it out.The pipe through the dry wall and foundation was not sealed on the inside. When I pointed it out I was told they did not have any sealant. I had to seal it using duct tape myself.I requested a refund for the missing sump pit cover, this was agreed to. A week later the refund was still not forth coming. I was told the owner was away and he needed to sign the cheque.Later still I again requested the refund. They chose to nolonger respond to my emails.The owe me at least $500.I nolonger trust them to come into my home and would settle for a refund.

• Initial Complaint

  Date:16/12/2024

  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 purchased a new Radon pump to be i stalled in our basement. The initial attempt of installation was never completed and the installer left. After multiple attempts to re-schedule, we finally had someone 2 weeks later. The installation was completed but the unit was not done correctly and the unit was leaning, not standing straight. After multiple weeks of asking for help, someone came and spent 15 min and left. He forced the pump and pipes to stand straight and by doing so broke a seal, which now lets radon air being pumped into our basement. I called and emailed for weeks with no resolution. Radon is being pumped into our basement which is a BIG health hazard.

  Business Response

  Date: 23/12/2024

  Hi

    We have gone and completed the repair.  Customer was satisfied with the fix

   

  Thanks!

  ****

   

• Initial Complaint

  Date:13/11/2024

  Type:Service or Repair 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.

  There are two issues that I would like to address with The Foundation Guys 1. During the quoting process i explained to the sales *** that I needed an *-15 insulation installed to qualify for the Greener Homes Grant ******** I was assured that *-15 is what would be used and that it is standard for installation. Note that the quote did not indicate the * value of the product. *-10 Insulation was installed on my walls, I only realized this after I had paid and the technician left. I tried calling to speak to someone and never received a call back, being told by the receptionist that a message would be passed along. 2. I was asked by the technician if I want a copy of my receipt on the the spot O* if i want an email copy. I was told the email copy would arrive within two days. I still have not received the email copy and the work was completed on the 24th of October. I have called a number of times and have consistently been told by the receptionist that it would be sent the next day. I am waiting on this receipt so that I can submit everything for my Greener Homes grant, so this is having a financial impact on me.

  Business Response

  Date: 25/11/2024

  Hi

    My apologies you did not get the R-Value you were initially looking for.  We can come back and double up the insulation that we had initially put on your wall to give you more than the desired R-Value that you were looking for.  You should have received an invoice on November 14

   

  Thanks

  ****

  Customer Answer

  Date: 05/12/2024

  Thank you and apologies for the delay in responding. 

  The business and I have since exchanged emails regarding my complaint and I'm satisfied with the outcome. 

• Initial Complaint

  Date:17/10/2024

  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.

  On April 4th I contracted the foundation guys to insulate my basement. I paid a 40% deposit by credit card and the work was scheduled for early September. This work was part of the elements identified in an energy audit and partially covered by government ***** upon completion. The day they came they determined that could not do it. Within a few days the reached back out to say they could complete the work and I asked them to schedule it within the next week or so to complete before my post-work inspections. They failed to do so and then agreed on the 16th of September to reimburse me as they had failed to complete the contract. They refuse to return the amount to my credit card and wanted to issue a check instead. Despite multiple follow-ups, I still do not have the check (a month later) and thus have no been reimbursed. They claim to have issued the check but won't mail it for security reasons and have not delivered it to my residence in the intervening month (in fact, it took two weeks to issue it as the person who issues checks was away and they failed to inform me of this). This has not been a good experience and I am not convinced they should be refunding on a means that was not the original payment method. I don't understand how they can justify not having refunded me more than a month since they agreed.

  Business Response

  Date: 30/10/2024

  Hi *****

   

    Thanks for reaching out, I understand the delay in getting your refund was not ideal and we apologize for that.  All of our refunds are done by cheque and for security reasons we don't mail out cheques.  I have somebody in your area today and will drop it off to you.

   

  Thanks

   

  ****

  Customer Answer

  Date: 30/10/2024

  Hello, 

  I acknowledge the message from the business but will wait to see if they deliver the cheque this evening and will ensure that it clears my account when deposited.

  I should know by end of week or early next

  Thank you for your help with this

  Best regards

  *****

• Initial Complaint

  Date:16/10/2024

  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.

  An employee visited my house on June 4, 2024 to inspect my crawlspace and he provided a quote. I signed the quote and paid a deposit of $7,810.27 on June 21, 2024 (quote showing deposit paid attached). Workers arrived at my house on August 2, 2024 and after looking at the crawlspace, informed me that the job could not be done as agreed upon in the contract (They said I would now need to remove all the floors on the main level of my house). On September 9, 2024 I emailed the company asking for my deposit back (attached). On three occasions (September 12, 23, and 24, 2024) I called the company and spoke to the receptionist to ask what the status of my deposit refund was. Starting September 26, 2024 there were several more emails with the sales manager about my deposit refund (attached).

  Business Response

  Date: 06/11/2024

  Our apologies for the delay in getting your refund back, due to some staffing changes we were unable to issue your refund in a timely manner.  As communicated yesterday (Nov 5th 2024) The refund will be ready by next week.  Thank you for giving us the opportunity to get better as a company

  Customer Answer

  Date: 15/11/2024

  Complaint: 22429349
  
  I am rejecting this response because:
  
  We still don't have the refund. We had a time limit to reply. We waited another week since last week they said the refund would be issued this week. This is the second time they've said the refund will be "next week" and it hasn't happened. The only explanation we ever get is that the owner is the only one who can issue a refund.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 24/11/2024

  The Foundation Guys have now refunded the deposit in full. My complaint has been resolved. Thank you.

• Initial Complaint

  Date:13/08/2024

  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.

  INITIAL TRANSACTION DATE: 11/1/2023 A proposal with down-payment, was made on the above date, to repair a leak in our basement, to the tune of $12,423.19. My wife and I found that *** extremely high for a small leak, and frankly wanted to have more discussion between ourselves, before proceeding. The salesman (who is no longer there) was very persuasive however, and suggested we defer the work to ******************************* the proposal, which we agreed to. We have had a turbulent year with health issues, and as pensioners finding it hard at times, to make ends meet. We realized we made a mistake, and cancelling was the only option for us. A call was made to **** (Manager) we were cancelling as we couldn't afford to go ahead with the project. He said he would talk to the owner and respond. On July 11th (by Registered mail) we sent the cancellation page of proposal, which we signed, agreeing to pay a 15% cancellation fee. However, because we had never set a date for work to be done, and no materials were ordered for the job, plus the company had the use of our down-payment for a year, we felt $300 would be fair for any admin fees the company incurred. Realizing that probably wouldn't happen, we told **** we will pay 15% fee, you have the signed paper, give us the remainder back. **** has been very quick to respond to emails, but we feel like we are getting runaround at this point. His response is "owner is away, owner back but sick, owner on vacation", apparently owner is the only person who can sign a cheque for this company. Monday, August 12th we were promised a signed cheque, nothing happened. Another email was sent to **** and in typical fashion he responded quickly, "dealing with emergency, will update you shortly." So, still waiting. We have complied with your cancellation policy, please just give us the remainder back!

  Business Response

  Date: 21/08/2024

  Hi,

    The refund cheque was sent out on 08/21/2024.  My apologies for the delay.

   

  Thanks!

   

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

  Sales Manager

  Customer Answer

  Date: 23/08/2024

   
  Complaint: 22136586
  
  I am rejecting this response because: To take the full 15% of the total job estimate is unfair. You did nothing, o% for us and had the use of our money, earning interest for over a year. 15% of the down payment would have been a more reasonable amount to deduct. Yes, we are happy to get something back but feel you could have treated us more fairly. ****** learned.
  
  Sincerely,
  
  **** & *************************

• Initial Complaint

  Date:17/07/2024

  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.

  Foundation guys were to install backup sump pump to existing pump on July 4th, however after noone showed up on the day , contacted company they indicated that they would likely not be compatible with my existing pump and no appointment had been scheduled. I requested refund to which was agreed would be issue the week after by mail.Refund has not been given for deposit and i have reached the company everyday to request ***** the person answering phone always defers to ***** who is is non responsive, and away with either vacation or family emergency - when i contacted sales person ****** he also gives excuse that i need to contact office that he is on family emergency. I have recorded conversations which clearly show they are dodging the issue and avoiding refund.This is unacceptable - i feel i was mislead that the installation would be taken place and provided the deposit only for no booking to be made and now no deposit refunded.Company is misleading and not in good faith.

  Business Response

  Date: 23/07/2024

  Hi *****

   

    When any job comes in we always review the work to ensure that our solution is compatible with your home, in this case your existing sump pump. When we realized the battery back-up would not fit with your existing pump we contacted you and advised you of such.  my apologies on the delay in advising you.  We follow a process for refunds as does every company, I was away from the office on vacation and then I had a family emergency, these things happen as I am sure you can understand.  I know we have since gotten you your refund in full.  Thank you for brining this to our attention and giving an opportunity to get better.

   

  ****

   

  Customer Answer

  Date: 23/07/2024

   
  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.
    Refund has been done 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:28/02/2024

  Type:Service or Repair 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.

  I paid a total of over $4,000 for a radon mitigation system. After 3 no shows for the job, Foundation guys installed half the system and didnt do the other half. They lied to me that they didnt need to do it. The other half of the system I paid for was $950.90. I was told by a former employee who left due to reasons they claim to be bad faith business that the new people doing the install were not trained. I asked for a refund for the job they failed to complete and have been getting strung along with no progress. It has been over a month since the installation.

  Business Response

  Date: 22/03/2024

  Good Morning,

    My apologies for the delay in the refund, your refund will be ready for pick-up in our office on Thursday March 28th.  

   

  Thanks!

   

   

  Customer Answer

  Date: 22/03/2024

   
  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.
  
  Sincerely,
  
  *****************************