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:31/12/2023

  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.

  We obtained a quote, signed a contract and reluctantly paid a 50% deposit deposit ($1098.36) hoping to get the work done before winter. Sadly the weather turned and the work could not be completed as planned. On November 1, 2023 I reached out to The Foundations Guys (******** and ****) to discuss my options. ****, my sales rep, noted that our project could be placed in the queue for the Spring. If I request a refund I would lose my place in the queue and likely see a 15 to 25% increase in the cost of the project next year. We waited a couple weeks more but then realize that winter had indeed arrived. I then requested a full refund (we simply need the money now to deal with other projects that are now more pressing). After several attempts to get a refund a wrote to the owner *********************** - and while he agreed to refund the deposit - its been a couple weeks and I have yet to receive anything. **** kindly advocated for me and tried to get a response from accounting but even his email went unanswered. I finally got some attention once I asked for your contact information and I learned today that a cheque had be prepared for your signature.While I am glad to hear I might be getting my refund soon - I have to say, this has been quite the frustrating and disappointing experience.

  Business Response

  Date: 03/01/2024

  Hi *******************

   

    My apologies for the delay in your refund, I will be reaching out to you directly to help resolve this situation.  Thank you for giving us the opportunity to make things right for you.

   

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

  Sales Manager

  The Foundation Guys

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21072182
  
  I am rejecting this response because: the business states that it will only give us our money back if we sign a release agreement that compels us to remain silent on our experience or else they will take recourse. They took our money. They didn't do the work. And they won't give us our money back unless we agree to not tell anyone about their poor conduct as a business? Not ethical.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:27/11/2023

  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.

  I contracted The Foundation Guys ( Raindrop Gutter Guard) to install a new eavestrough with Raindrop Gutter Guard on the front of a new patio roof as well as just the gutter guard on the back roof line eavestrough on the upper storey of the house.Contract: June 6, 2023 Cost: $2502.51 Required 40% deposit of $1068.51 given.Waited one month and then stared calling, left many messages with no return calls. Next was the owner /manager and again no response to phone messages left.i have had the installation done by someone else before the snow flies and I would like a refund of my full deposit. I was unable to upload my contract even though it is saved on my computer. I can mail it if you so wish.I hope you are able to help. Many Thanks in advance. ****

  Business Response

  Date: 20/02/2024

  ***********

    My apologies for the work not being completed, I will work with our accounting department to refund your deposit.  I will reach out to you directly by email as well.

   

  Thanks!

   

  ****

  Sales Manager

  Customer Answer

  Date: 20/02/2024

   
  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,
  
  ******************

• Initial Complaint

  Date:11/10/2023

  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.

  My name is ***********************, I had a job done on August 2/3, 2023, in Pembroke. The job was not done as agreed and I now have an unfinished basement with a more vulnerable system then I had in before, with more risk of flooding. Ever since **** and **** keep saying they will get back to me with a solution, that they would send someone out to inspect the issues I'm currently having with cracking and water coming through the new concrete, and then they don't get back to me this has been going on for weeks, almost months now and this matter has been very stressful on me family. My 3-year son has been sleeping on our bedroom floor since we had a major flood and lost half our house and all basement contents in April, we didn't have any insurance at all. We decided to go with your company to get through this and get it fixed, but it's been nothing but a terrible and stressful experience that's just delayed the process. We originally called the foundations guys to have cracks in our foundation repaired, ********************* showed up to our house and had no idea we only wanted cracked repaired because that's what your website said you guys offer and we were told buy a building inspector that that's all we needed and that out external weeping system was in good shape. He told us that you guys only sells the full basement systems and we didn't want this, first because we didn't need the whole system, we needed cracks repaired and new pumps which I already bought and second price, we didn't have the money (we ended up getting a loan with high interest for the agreed on proposal price). We had other companies in, and everyone was just trying to sell these expensive products that we didn't want or need. As time went on, we decided to go with ***'s proposal because we needed something and figured the extra stuff couldn't hurt. But mainly went with his over other companies because he told us we would be able to go to a single sump system in our house and have the other one decommissioned (we had two one in the front and one in the back) by installing drainage/bleeder lines to manage the water from that area (the front one) to a triple safe in the back of the house. When he came to our house a second time, he seemed sceptical when I reminded him that he said the front system could be decommissioned, I told him other companies never offered this option then he backtracked and reassured us that we could do it like this. Then he guaranteed us it would work and would solve our water issues by managing it to the back pump and we would only have one sump pit in our house now. This was a huge selling point for us to get that other sump out of our son's bedroom and from being noisy under our bedroom, keeping us up all night and the only reason we decided to go with your company. On July 4, 2023, he sent me the final proposal and I signed it and gave it back to him. On August 2, 2023, the install showed up at 11 am and said they were going to get straight to work and just started ripping the basement apart before confirming the work that was to be done. I first noticed there was and issue with the proposal when they were going to put only one M63 pump in my triple safe and the cheaper pump for the second one, when my proposal clearly stated twin M63s. (Im still not sure I got the two m63s in the triple safe). He started talking about putting more pumps and a second system in and I told them about that one supposed to be decommissioned and he said oh. Thats when ****** told me his proposal was different them mine and there was a mix up. He was on the phone and thought he was sorting it out and then he told me that he doesnt understand why *** would ever say that my house could go to a one pit system they said they dont just decommission systems were theres lots of water and that he highly recommends not to, and they wouldnt do it. I said I understand that, But I called you guys as the professional and I was told there was a way to drain the water from the decommissioned area through the underfloor to the back triple safe and he said no thats not in the proposal and that should have never been and option otherwise my basement would leak even more. He told me I needed a triple safe there. I told him we need to sort this out and he made more phone calls. He told me instead of decommissioning it they have a second system in the truck, and they will install it and move it instead of the denomination no no extra charge. So, I thought about it and thinking it was a triple safe like he led me on to believe because he kept saying it needs to be a triple safe there, theres so much water. So, I agreed. After they left for the night I went down to take some pictures of the progress for my documents and first I checked if there were weeping hopes drilled into the blocks (****** previously told me the did before installing the water track, I looked behind it and there werent any and it was already installed, so right there they lied to my face about that, in the morning when I brought it up , they drilled the holes but mostly about the water track or damaged it with the drill bit trying to get it behind it. Second, I noticed that the system in the front of the house was a single pump system, this was not what I agreed on, I have a triple redundant system in there before, two pumps and a battery back up that worked just fine. The only reason I agreed to not decommissioning it and putting in a triple safe was because they told me it was better then what was in there. Sure, but now I have a single pump with no redundancy at a spot that runs every five minutes, if my power goes out its will flood right away. I would have just kept the system I had. I had two new liberty pumps to go in this before the decommissioning was an option that I lost but then the also had a second sump liner and I asked what they were going to do with that, and they said the were putting it in the front that I lost $200 on returning them. In the morning I told then this is unacceptable and there need to be a redundant system their ****** even agreed with me and said at the min the triple should have gone here and this one goes where the triple safe is with a battery back up but in reality, that it should be two triple safes. I told him that what I though t the were putting in and the said this what all they had so they just put this in. I told then that cant leaves this non redundant system in because my power goes out all the time. He said that would be bad and he said h*** call the boss to sort it out and that I need to get a hold of ***. I ask them to not concrete anything in yet because this isnt what was supposed to be here and this doesnt work for my house, my old system should never had come out. He said he would put a battery back up on it and started to but didnt have a battery, so h*** bring one next time hes in town. I called *** and he said not to worry, h*** get a hold of you guys, and this will be sorted out. He said the team is reviewing the contract and issue and this will be resolve immediately. I went downstairs to fine out what they found out and they were concreting everything in. I finally got a hold of **** and he said there was definitely a f*** up with the proposal and that this will get sorted out and he would get back to me but to let the guys finish for now, but it would get fixed, that you guys werent in the business of s******* people over taking their money and walking. I can now see from other review and my experience that so far this was a huge mistake ever agreeing to this product. When the original work wasnt going to be done, I should have had the option to terminate my contract or come up with a new contract agreed upon. When **** or **** do get a hold of me or after I email and call three weeks after the say theyll get back to you the next day. The first time I talked to **** afterwards, he said it would get sorted out and was surprised that **** hasnt go a hold of me yet. When **** I finally talked to **** he asked for picture and told me that you guys already gave me a system for free that what $2600 and would see what more they could do to upgrade it to a triple safe, work on numbers and get back to me. Didnt here back and for weeks. I final got a hold of **** to talk about my floor cracking every two feet and water coming through he said h*** have to send someone out to have a look and that I need someone to come out to see if its possible to do the work of the original proposal make a plan for how that water will be managed and routed and guarantee that it would work, and that you guys work guarantee the work if it failed otherwise why would I go with that now. Ever since this stared, theyve pretty much been super rude to me on the phone, implying Im an idiot for want this in the first place. Im not foundation or water management specialist thats why I called you guys, why was I told this was a thing and then told it by who I was told was a professional, but they continued on my house anyways after they told me they couldnt. **** called me finally saying I owed you guys more money for the single pump and gave me crazy numbers for the triple safe upgrade and then being rude accusing me of changing my story and lying. This is my home and Im just trying to protect it without being taken advantage off. Last I talked to him he said you would get a hold of me. *** also been told that *** doesnt work there anymore which also seems fishy after everything wrong about my proposal. *** also asked to get a hold of you, or you get back to me multiple time but now hopefully this email resolves this. I apologize for the bad grammar and the wording being all over in this email, but I needed to get the whole story out as fast as I can as I swamped in work and as I think about this issue the more stressed and frustrated, I get about it. I had contractors set up for the end of the month, not sure if Im going to lose my deposit or not yet. I heat my house with wood and cant hook up my wood stove since this is resolved and would be nice to stop losing sleep over this as my young kids take most of that already and would be nice for my son to get his bedroom back and get on with life.

  Business Response

  Date: 02/11/2023

  *********************** has been taken care of, we installed what was missing and he paid his entire bill, he was happy with the resolution.  

   

  Thanks

   

  ****

   

• Initial Complaint

  Date:29/08/2023

  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.

  The commencement date of this job started, August 12th, 2021. Shortly thereafter, we noticed that after the ground had settled around the newly installed window well, that all the dirt and stone was now gathering in the window well because it was sliding in underneath. The window well wasn't placed down far enough and they had actually cut it in two to try and remedy the fit. After 3 separate visits, from 3 different sets of people and them having taken pictures each time, they noted that this should never have been done like this, this wasn't the way to complete the job, "we're going to make this right", every conceivable reaction and remedy was conveyed.It has quickly gone from that to not returning emails and phone calls, again being promised that this will be done, that their reputation as a family business etc. depends upon it being done right and resolved. I am at a complete loss. I am unable to finish the side of my home because of the mess that has been created and is incomplete. With what they have done, I am concerned that I will in future run into issues with my weeping tiles and drainage. All that I want is for the job to be completed and properly. The last I heard, "****, he is the Production Manager and the only one capable of helping your situation." A call was made and we were told he was out of the office that day. A message was left that we had called and to please give us a call back. Nothing. That was July 6th. On July 24th, they called to follow up to see whether he had called us and they were told, he had not. Today, August 29th, I have emailed them once again, asking for **** to give us a call. For now, we wait.

  Business Response

  Date: 30/08/2023

  Hello, we have scheduled a service technician to the home on Thursday Sept 21st.

  Customer Answer

  Date: 21/09/2023

   
  Better Business Bureau:
  
  I did want to say that ****, from The Foundation Guys, came out this morning to address the work that needed to be completed on our original job from Aug 2021.
  
  He was very efficient and did a wonderful job. Neat and tidy, as an added bonus. We are very pleased with the results. 
  
  thanks very much
  *************************
  

  
  

• Initial Complaint

  Date:21/08/2023

  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.

  We accepted a quote and paid a 50% deposit ($564) on August 1 to seal a leaking foundation in our house. The work was scheduled to take place August 11 however no one showed up or contacted us to reschedule. Since that day no one in the company - the production manager to the finance person to the owner - has been available to speak or returned any calls. When the wait stretched into another week today, I was informed by the receptionist that no one was there today and she could not be sure if anyone would be there tomorrow. I want my deposit returned immediately.

• Initial Complaint

  Date:16/08/2023

  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.

  I had Foundation Guys come in to look at my basement for leakage. They came in and put in a new drainage system and pump. It was agreed that this product be under warranty and support. However, I have tried to get in contact with them and they out right refuse to respond to (a) email, (b) voice message, (c) fax, (d) text. This is absolutely unacceptable. Be warned : do not deal with this organization, they will leave you high and dry and make it impossible for you to get in touch with them once they take your money !

  Business Response

  Date: 17/08/2023

  Hi,

  We have had multiple phone calls. Our receptionist was verbally abused and sent the call to the Production Manager who spoke to this customer. He is rude and would not let us help him or discuss the issues or concerns he has despite us asking and offering to help multiple times. The Production Manager ultimately told him to have a nice day and to feel free to call back anytime and ask for him personally.

• Initial Complaint

  Date:05/07/2023

  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.

  The transaction took place 10/28/2021 and the reason for the delay in the complaint is I was told the job would be repaired and insulation installed when they could figure out how .Further to this I was told before the job started that their product was valued at R-30.I called them as soon as my pipe in the crawl space froze and burst and I was told they couldn't do anything until March.Since then I have installed some insulation myself as well as 2 space heaters.They removed the entire R-20 existing insulation and replaced it with Silverside R-7.5 Their lesser R- valued product could have been installed over top the existing insulation.I was charged an extra $500.for this removal which is still on my property in large garbage bags.Health issues ,two strokes have presented memory and mobility issues and I did not know of BBB complaint process.It is only a miracle that I was home and heard the water jetting across and hitting the interior foundation wall.I was uninsured at the time and it was minus 30.Their work is far below subgrade and obvious that they knew nothing about insulation nor R-value.They could,in fact,have destroyed my house through their incompetency.

  Business Response

  Date: 16/08/2023

  We would like to send a service technician to the home to investigate and evaluate the issues. Once we have looked it over we will send a crew to rectify the issue.

  Customer Answer

  Date: 18/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made and they have offered to send a technician on Sept first to assess the elements of my complaint. This is a first step to resolving the condition they left my house in.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 22/08/2023

  This complaint has not been resolved in any way.They have not been here to assess any of their damage and I have not received any repair to the condition of my house.Please consider the file open and unresolved.

   

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

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

  Business Response

  Date: 22/08/2023

  We didn't close it. You did forget to mention that you have been scheduled for this Saturday August 26th with us to resolve the issues and we have sent 2 emails confirming that.

  Customer Answer

  Date: 20/10/2023

  Complaint #******** A technician came and has recently told me he is no longer involved with this issue.My crawl space remains in the same unsatisfactory condition they left it in

  Customer Answer

  Date: 23/11/2023

    It is getting colder and there has been no remediation to the removal of all the **20 from my crawl space.Their product which I was informed would be **30 is actually known as Silverside and rated as **7.5.I narrowly escaped the damage from a burst pipe from freezing by arriving home luckily within minutes of this occurring                                                                                      

  Business Response

  Date: 01/02/2024

  Hi

    I have reached out to ************************ and offered a solution which will bring the **Value up to his requested specifications.  I am sending off an updated proposal and awaiting the customers response.

   

  Thanks

   

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

  Sales Manager

• Initial Complaint

  Date:20/12/2022

  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.

  November 10th i got a radon mitigation fan installed, it worked for 3 days. I've been trying to get them to come back and resolve the issue and they are reluctant to come over. I have been calling them weekly asking to speak to the ***** and even his sister the secretary says she cannot reach him...go figure. I spoke to the ******* ******* who keeps giving me lip service and excuses. Meanwhile I paid 2600 for a mitigation fan that is still not working . I found an alternative solution for the mitigation fan (pipe it to my sump pump cover which is 1foot away. It will only require a small amount of pipe, a t connector and a union for removal upon servicing the sump pump but they won't go for it. * want my money back your company is the most unprofessional gang I've had the displeasure of working with. Meanwhile we are stuck living in radon gas...super unprofessional

  Business Response

  Date: 22/12/2022

  I stated that I was unable to give out the *****s phone number without permission. He is out of the country often for business and unable to speak to customers. The ***** has enpowered the ******* ****************** ******* ****, to resolve issues so that he can build his business. The ****** ******* and the ********** ******* were both involved in the situation and this takes time to coordinate with everyone's busy schedule.  ******, please notify the *** that **** sent a ******* ********** this morning to rectify the issue.

• Initial Complaint

  Date:11/10/2022

  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.

  Initial work was done on June 2, 2022 to install a sump pump. This work was not completed to my satisfaction. The work items quoted was not what I expected. As such a change order was done, and an additional deposit of $1,751.95 was taken. The additional work was scheduled for completion on July 11, 2022 - but the morning of, work was rescheduled for August 25. On August 25 a crew showed up with the intent to install a sump pump - not to actually finish the job. They had the wrong work order, and couldn't find it. After speaking with management myself, they were going to expedite the order - they needed to order a custom heat trace line. 2 weeks go by, without any feedback. After several email/phone calls later, it was agreed on September 13 (and confirmed in email) to issue a refund of the deposit ($1,751.95).
  
  A month later, and several emails/phone calls later, there has been no movement on the refund. I had a conversation with one of the managers who was apologetic that the refund hadn't been issued - which I appreciate. That was a week ago, and yet still no refund, and nobody has reached out to me with any questions, or even if there are issues on their end issuing the refund.

  Business Response

  Date: 08/11/2022

  Hi ****,

   

  We have issued your refund.

  Customer Answer

  Date: 08/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18196731, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:23/08/2022

  Type:Sales and Advertising 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 were looking for radon mitigation pump installation for our basement in our family home. Via Google search, we found The Foundation Guys and set up an appointment for an initial consultation on June 8th. A rep from the company named ***** ********* came to our home on June 8th, 2022 and completed a consultation. He prepared and presented to us a quote for $3,123.00 + HST $405.99 = Total Contract Price $3,528.99 to install a radon pump in our basement. ***** requested a deposit of $1,411.60 (40%) in order to schedule the installation date. We paid the deposit on June 14th via ********** (***** took the deposit over the phone). Our installation was scheduled for July 18th, 2022. A day before the installation date, we received a call from ******** ****** stating that our installation had been cancelled and would be rescheduled. It was rescheduled to July 26th, 2022. In the morning of July 26th, we received another call cancelling the appointment. This time, a new date was not rescheduled for installation. Since then, we have contacted Foundation Guys by phone and email requesting our deposit to be refunded. We have been promised call backs, emails and mailed cheque for our refund for over 4 weeks, none of which have materialized. Recently, calls to their main office is going unanswered and we are being ghosted by a company which has taken a hefty deposit and has been unable to deliver services. We are requesting our $1411.60 deposit back immediately. This company is acting on bad faith and taking deposits from customers without rendering services and is refusing to refund our deposit.

  Business Response

  Date: 06/09/2022

  Hi,

   

  Please inform the *** that you have received your refund.

   

  Thank you