Complaints

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• Initial Complaint

  Date:01/28/2025

  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.

  Olshan’s last appointment at our house was January 2025. Olshan has been to our home over a dozen times due to the incorrect design they sold us as first time home buyers in 2022. The house got worse and worse every time they came out. We were promised drywall compensation and were even asked to submit quotes, as Olshan admitted, it was their incorrect layout that caused the damage. (They discovered this 2024) Olshan also admitted what they sold us, wasn’t actually what our home needed. It needed fireplace support. But instead they sold us these extra SAP’s and jacked our home up in the wrong places. Thankgiving 2024 they finally uninstalled the poles causing damage, and left them on the ground under our home. They did boxed out the fireplace for us, while we waited for them to pay my drywall guy and refund the money for unused parts they sold us. The guy came every other week ATLEAST to our home to tell us everything was submitted and he was the guy with the authority to help us get our money back, since discovering Olshan poor design was indeed the cause of the hump in our floor. Two weeks ago he came for the last time and told us to start calling the office manager to cut our refund. Since he was done with work. Within days, office manager says sorry, we’re okay abandoning the SAP’s because the money from your initial job is gone and they weren’t employed there at time of payment. I don’t know where else to turn. We just want refund for abandoned parts. They wanted to randomly put them back up but we can’t trust them to do the right thing so we want our money and for them to take their parts back. We only want refund for six SAP’s to feel resolved.

  Business Response

  Date: 02/25/2025

  This homeowner had work done
  in 2019 that came with a one-year warranty. Olshan Little Rock kept going out
  to adjust the home every year since we did the work without charging the
  homeowner. It was determined that the main area of concern in the home was a
  beam that was found to adjusted too high which caused sheetrock damage to the home. The Olshan crew removed some support stations that were sold to the
  homeowners in 2019 to help adjust the home back to where it needed to be. The
  homeowner refused to allow Olshan to move those support stations to other areas
  in the crawl space to help support their home and insisted that they did not
  want those support stations stood back up (they are currently laying on the
  ground not providing support).
  
  Thus, they are claiming two different things:
  
  We caused the cosmetic
  cracks when we adjusted their house the last time by lowering the support
  stations, all while trying to help this homeowner live better as it was 4
  years after the warranty had expired. I explained that in our Terms and
  Conditions in the agreement that they signed spelled out that Olshan is
  not responsible for cometic damage due to adjusting the home’s foundation.
  Olshan “overcharged”
  them by installing 5 Safe Adjust Support Stations” that are currently not
  being used and they are demanding a refund for those Safe Adjust Support
  Posts. All the while, they have been out of warranty for over 4 years.
  
  I spoke with the husband and explained our position. He
  disagreed with me but understood that Olshan went above and beyond trying to
  help his family by doing all the adjustments for free, while he did not have a
  warranty.
  
  I reached out
  and left a voicemail with the wife and have not received a response. I am not surprised they
  took to the BBB about this situation, trying to get us to pay for their cosmetic
  damage to their home, which our agreement clearly states is a homeowner issue,
  and a refund on products that were purchased back in 2019 that have been out of
  warranty for over 4 years.
  
  

  Customer Answer

  Date: 02/26/2025

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

  Olshan is still lacking accountability and honesty. We did not even live in this home in 2019. We didn’t  purchase our home until 2021. This alone shows their willingness to try to invalidate us. 

  Olshan continues to act as if it is our fault they originally installed parts on a main beam that were not needed. We trusted them with our home and peace of mind. If they would have taken care of us properly from the beginning, we would have NEVER needed the adjustments. Olshan is trying to claim they didn’t adjustments out of kindness. This is a claim to save face. They were doing them because the crew and new project manager continued to tell us something was not right.  I’m sure the company isn’t even aware of how many times one employee came to our home. This employee asked us to provide estimates for drywall repairs after he deemed this Sheetrock has been damaged by them. I would not turn in an estimate if I was not told to submit it.  We only needed the adjustments year after year because they never mended their original mistakes.  How could we trust them to just randomly put the SAP’s in new location? Of course I refused. Which is why we would prefer a refund. Would you trust a company to do more to your home if it took years for them to comprehend what they did wrong in the first place? It took them years of unnecessary adjustments due to their errors.  It should be very clear to see, they did not do our home justice. 

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 02/27/2025

  I sincerely apologize for any confusion regarding the dates.
  To clarify, I have now uploaded a copy of the signed agreement, which was
  executed on April 6, 2022. This agreement stipulated that the installation work
  would begin on May 9, 2022. As a result, Olshan's warranty coverage expired on
  May 9, 2023.
  Any visits made to the ***** residence after that date were
  conducted solely as goodwill efforts and at no cost to the homeowners.
  Additionally, due to the home's construction—specifically, the interior wall
  not being built directly on top of the main beam—some challenges arose during
  adjustments.

  
  The following post-warranty visits were made to assist the
  ***** family:
  October 28, 2024 – CST assessed the
  current situation.
  November 8, 2024 – Olshan sent a crew to
  adjust the Safe Adjust Support Stations ($2,500 in free labor).
  November 22, 2024 – Olshan adjusted the
  Safe Adjust Support Stations to box out the chimney, adding 12 feet of
  beam and four Safe Adjust Support Stations at no charge to the homeowner
  ($4,200 in free labor and materials).
  December 12, 2024 – Olshan adjusted the
  Safe Adjust Support Stations beneath a bedroom door ($2,500 in free
  labor).
  January 9, 2025 – Olshan made a final
  adjustment to the Safe Adjust Support Stations at no charge ($2,500 in
  free labor).

  
  By documenting these visits—conducted well beyond the
  expiration of the original warranty—we aim to demonstrate that Olshan has gone
  above and beyond in its efforts to assist the ***** family. Any discussions
  that contradict the terms of the signed agreement are speculative and do not
  establish liability on Olshan’s part.

  
  The primary issue in this complaint, which the homeowners
  acknowledged upfront, is that the warranty expired on May 9, 2023. At one
  point, Olshan was willing to relocate unused Safe Adjust Support Stations to
  other areas of the home to provide additional support. However, the *****
  family has since expressed distrust in Olshan’s intentions. Given that we are
  well outside the warranty period, have allocated significant resources to
  assisting this family at no cost, and that the signed agreement explicitly states
  Olshan is not liable for cosmetic damage, there is no obligation to accommodate
  further demands.