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:09/02/2024

  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.

  September 3, 2019 I hired ****** **************************** to design a foundation repair project resulting in retaining Foundation Repair of CA. I expected FRoC to stand by their Life Time Warranty Contract.I put my home on the market 2023 only to lose over $300,000 because the final permit for the foundation work was not complete. Foundation Repair of Ca. Had the nerve to tell me its my fault, they didnt honor their contract because I chose a flaky architect. To get the Final Permit signed off Foundation Repair of Ca. would not stand by their work, and instead made me pay for their work to be XRayed, The Lifetime warranty I have with them states they are responsible for obtaining the final permit. NOT THE CUSTOMER.I continued to lose money on the sale of my home. The owner pulled men off the job when they were to be finished that day because I would not pay the $10,000.00 until I had the Final Permit in my hand.Foundation Repair of Ca. charged me $10,375.00, $887.50 for the company Safe2Core to scan the work.The contract signed between myself and Foundation Repair of Ca. states The customer is responsible for the total costs of all permit (s) and permit management fee of $275.00 for foundation Repair of Ca to handle the full permit application process of submitting, receiving, communications, etc, with the city, county or jurisdiction.The Warranty is transferable but useless without the Final Permit.Bullying and rudely Foundation Repair of CA. forced me to pay $11537.50 to get the Final Permit so my house could finally sell. I trusted this company to follow through with their contract, did not bother to even close the file of my account because they knew they did not have the final inspection. I hadnt heard from them, so assumed everything was taken care of until I put my home on the market. It was a terrible time for me. The owner and the staff treated me so disrespectfully and prolonged the entire ordeal coming to an end. Contract page 5/10

  

  Business Response

  Date: 09/03/2024

  We are writing in response to the complaint submitted regarding the foundation repair work completed by Foundation Repair of CA at the complainants property.
  
  We take customer satisfaction very seriously and deeply regret that this customer was dissatisfied with the outcome of their project. We strive to deliver excellent service and clear communication throughout all our projects, and we believe it is important to clarify some of the points raised in the complaint.
  
  Project Background and Permitting Process:
  Foundation Repair of CA was contracted to install push piers at the complainant's property, which we successfully completed. As part of our contract, we also managed the permit application process, including submission and communication with the city. However, the final permit approval required a letter from the customers hired engineer, which was not provided. Despite our repeated efforts to contact the engineer on behalf of the customer, we received no response, making it impossible to finalize the permit without additional steps.
  
  To assist our client in resolving this issue, we identified and coordinated with a new engineering firm willing to provide the necessary documentation to satisfy the citys requirements. This led to additional work, including excavation and load testing, which were outside the original scope of our contract. These steps were necessary to meet the citys demands, which arose due to the non-responsiveness of the customers original engineer.
  
  Warranty:
  Our Warranty covers the work we performed, and we remain committed to standing by that warranty. If any issues were found during the citys inspection, we would have addressed them promptly as part of our warranty commitment.
  
  Customer Agreement:
  It is important to note that, as part of the agreement to complete the additional work necessary to secure the final permit, the complainant agreed to remove all negative online reviews of Foundation Repair of CA and to refrain from posting any further negative reviews in the future. This agreement was documented in writing and signed by the customer. This can be provided upon request.  Despite this agreement, the customer has continued to post negative reviews, which misrepresent the events and our efforts to resolve the challenges caused primarily by the absence of their original engineer.
  
  Respect and Communication:
  We are deeply concerned that the customer felt disrespected during this process. We have thoroughly reviewed our interactions and believe we acted professionally and in good faith throughout the project. Our team worked diligently to navigate the complications that arose, none of which were due to our workmanship or failure to fulfill our contractual obligations.
  
  We are committed to resolving any remaining issues in a fair and equitable manner. However, we respectfully request that the complainant honor the terms of the agreement they signed, which includes refraining from posting negative reviews that do not accurately reflect the situation.
  
  Thank you for your attention to this matter. We look forward to your assistance in resolving this issue.
  
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22227993
  
  I am rejecting this response because:

  We take customer satisfaction very seriously and deeply regret that this customer was dissatisfied with the outcome of their project. We strive to deliver excellent service and clear communication throughout all our projects, and we believe it is important to clarify some of the points raised in the complaint.
  GOOD CUSTOMER CARE SHOULD NEVER INCLUDE BLAMING THE CUSTOMER WHO HIRED THE ENGINEER, BY A FRIENDS SUGGESTION, WHO IN TURN HIRED THEM (COMPANY RECEIVING COMPLAINT).
  
  Project Background and Permitting Process:
  Foundation Repair of CA was contracted to install push piers at the complainant's property, 
  (CONTRACTED BY THE ENGINEER I HITED, WHO CAME HIGHLY RECOMMENDED TO ME)
  
  which we successfully completed. As part of our contract, we also managed the permit application process, including submission and communication with the city. 
  (COINCIDENTALLY, THEY LEFT OUT THE COMPLETE WORDING OF OUR CONTRACT. ..TO HANDLE THE FULL PERMIT APPLICATION OF SUBMITTING, RECEIVING, COMMUNICATION, ETC. WITH THE CITY, COUNTY OR JURISDICTION.) 
  
  However, the final permit approval (ALWAYS) required a letter from the customers hired engineer, which was not provided (BY THE ENGINEER!!!!!)  Despite (EVERYONES) repeated efforts to contact the engineer on behalf of the costumer we received no response, making it impossible to finalize the permit without additional steps. (THE COMPANY COMPLETELY BLAMED ME, KNOWING THEY WERE RESPONSIBLE FOR OBTAINING THE LETTER FROM THE ENGINEER.
  WHY ELSE WOULD THEY HAVE AN IN HOUSE REALTOR TO CONSULT AND A TROUBLESHOOTING GROUP ON HAND TO TAKE CARE OF THESE SPECIFIC URGENT PROBLEMS THAT COULD HAPPEN. THIS COMPANY NEEDED TO CLOSE THE ACCOUNT AS BADLY AS I DID, TO SELL MY HOUSE. 
  To assist our client in resolving this issue, we identified and coordinated with a new engineering firm willing to provide the 
  work, including excavation and load testing, which were outside the original scope of our contract. These steps were necessary to meet the citys demands, which arose due to the non-responsiveness of the customers original engineer. 
  (THE ORIGINAL WORKERS WERE OUT DOING THR WORK TELLING ME I SHOULDNT BE CHARGED FOR THE WORK. 
  THEY WOULD NOT STAND BY THEIR OWN WORK AND HAD ME HIRE A COMPANY THEY WORK WITH OFTEN, TO X-RAY THE PIERS AND SUCH THEY THEMSELVES INSTALLED. I STARTED ASKING QUESTIONS WITH THE CHANGE ORDERS COMING IN. THE WORKERS WERE CALLED OFF THE *** IN THE MIDDLE OF THE DAY. EXTREMELY UNPROFESSIONAL, CONSIDERING I WOULD RATHER HAVE THE SIGNED OFF PERMIT IN MY HAND BEFORE I PAY THE COMPANY. THE COMPANY THAT WAS RESPONSIBLE FOR IT IN THR FIRST PLACE. THEY TOLD ME THE ENGINEER DROPPED THE ***** SO I DROPPED THE ***** IT HURT.)
  
  Warranty:
  Our Warranty covers the work we performed, and we remain committed to standing by that warranty. If any issues were found during the citys inspection, we would have addressed them promptly as part of our warranty commitment.
  (THEY KNEW THE FINAL INSPECTION WAS NOT DONE. THEY DID NOT EVEN CALL THE CITY UNTIL THEY FINISHED THE WORK THEY DID NOT COMPLETE.)
  
  Customer Agreement:
  It is important to note that, as part of the agreement to complete the additional work necessary to secure the final permit, the complainant agreed to remove all negative online reviews of Foundation Repair of CA and to refrain from posting any further negative reviews in the future. (FREEDOM OF SPEECH, SHOULDNT I WARN OTHER CONSUMERS?) This agreement was documented in writing and signed by the customer. This can be provided upon request.  Despite this agreement, the customer continues with 
  negative reviews, which misrepresent the events and our efforts to resolve the challenges caused primarily by the absence of their original engineer.
  (IT COULD ALL HAVE BEEN SOLVED THE FIRST DAY THE COMPANY OUT TO ASSESS THE ISSUES. INSTEAD HE PULLED FROM MY PROPERTY HIS WORKERS SAYING I OWE SO MUCH FOR THIS SERVICE..WHICH IS COVERED IN MY LIFETIME WARRANTY.)
  
  Respect and Communication:
  We are deeply concerned that the customer felt disrespected during this process. We have thoroughly reviewed our interactions and believe we acted professionally and in good faith throughout the project. Our team worked diligently to navigate the complications that arose, none of which were due to our workmanship or failure to fulfill our contractual obligations.
  (I HAVE INCLUDED COMMUNICATIONS BETWEEN MYSELF AND THE COMPANIES EMPLOYEES SHOWING THEIR LACK OF DILIGENCE TO SOLVE ANY CONTRACTUAL OBLIGATIONS.)
  
  We are committed to resolving any remaining issues in a fair and equitable manner. However, we respectfully request that the complainant honor the terms of the agreement they signed, which includes refraining from posting negative reviews that do not accurately reflect the situation.
  (IF THEY FINANCIALLY REIMBURSE ME FOR THE WORK THAT WAS CLEARLY THEIR RESPONSIBILITY, I WILL NO LONGER POST NEGATIVE WORDS ABOUT THIS COMPANY.)
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/02/2024

  We regret that the complainant remains dissatisfied with our response and would like to address the concerns raised.
  
  Blaming the Customers Engineer:
  We apologize if our response gave the impression that we were blaming the customer for hiring the engineer. Our intent was to clarify that the project completion was delayed due to the lack of necessary documentation from the engineer, not to place blame on the customer. While we did not hire the engineer, we made extensive efforts on behalf of the customer to obtain the required documentation to finalize the permit.

  Permit Application Process:
  We acknowledge the customer's reference to the contract language. Our role was to handle the permit submission, communication, and coordination with the city. However, the final permit approval required a signed letter from the customers engineer, which we were unable to obtain despite numerous attempts. This was beyond our control, as it was the responsibility of the customers engineer to provide that documentation. We took further steps by engaging a new engineering firm to help resolve the issue and complete additional work outside the original scope of our contract, all in an effort to assist the customer.
  
  Work Performed and Communication with the City:
  The customer raises concerns regarding the additional work and change orders. The additional steps were mandated by the city to meet permit requirements, following the non-responsiveness of the original engineer. We coordinated with a third party to ensure the piers were tested properly, ensuring the integrity of the work performed. The delay was not due to our work but the lack of required documentation, and we aimed to resolve the situation as quickly as possible to assist the customer in selling their home.
  
  Warranty and City Inspection:
  Our warranty covers the work we performed once a project is paid in full, and we remain committed to standing by that warranty. As previously mentioned, we would have addressed any issues found during the city inspection. Unfortunately, the inspection could not be finalized due to the outstanding documentation from the original engineer, which is why additional steps were necessary.
  
  Customer Agreement:
  We understand the customer's frustration regarding online reviews. However, the removal of negative reviews was part of an agreement signed by the customer in exchange for additional work performed to resolve the permit issue. This agreement is documented in writing. While we fully respect the customers right to free speech, we believe it is important that any public statements reflect the full and accurate scope of the situation. We remain committed to resolving any valid concerns and maintaining transparency.
  
  Respect and Communication:
  We take the claim of disrespect seriously and have reviewed all communications between the customer and our team. We strive to treat every customer with professionalism and respect. If the customer feels otherwise, we sincerely apologize. Our team worked diligently to resolve the complications that arose, none of which were due to a failure on our part to fulfill our obligations.
  
  Resolution:
  We remain willing to resolve any outstanding concerns in a fair manner. We also reiterate our request that the customer honors the terms of the signed agreement, which included refraining from posting negative reviews that do not fully reflect the situation.
  
  We appreciate the opportunity to address these concerns and hope for a constructive resolution moving forward.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22227993
  
  I am rejecting this response because:

  We regret that the complainant remains dissatisfied with our response and would like to address the concerns raised.
  (IF THE BUSINESS WOULD MAKE IT RIGHT AND REIMBURSE ME THE AMOUNT OF MONEY I HAD TO PAY OUT OF POCKET TO GET THE FINAL PERMIT SIGNED OFF BY THE CITY WHICH HAS CLEARLY BEEN STAYED IN THE CONTRACT) 
  
  Blaming the Customers Engineer:
  We apologize if our response gave the impression that we were blaming the customer for hiring the engineer. 
  (BLAMING ME IS EXACTLY WHAT THEY DID. NO INTERPRETATION HAD TO BE MADE-text from whom I was to only contact with
  EXAMPLE: 
  Hi ***,
  
  Yes, xxxxx does handle the process of getting the project however the requirements that the city is requesting is from your engineer.
  
  The city is requiring your engineer to submit a final letter. Since YOUR engineer is not providing that information.
  
  We reached out to another engineering company and they are willing to put their name on the line for YOUR ENGINEER.
  
  In order for the city and the engineering company..the city does need to see our completed work.
  
  If there is something wrong with our work once it is unearthed that is something we will handle at that time.
  
  We did our part for the project. This issue is caused by YOUR engineer not responding and submitting what is being requested and required by your city building department.
  
  I DID NOT USE BOLD PRINT OR CAPITALS BEFORE. HOW IS THAT SHOWING ANY EMPATHY OR AN OUNCE OF WELL DO WHAT WE CAN TO HELP THE CONSUMER)?
  Our intent was to clarify that the project completion was delayed due to the lack of necessary documentation from the engineer, 
  (THE PROJECT WAS DELAYED BECAUSE THEY DID NOT PROCURE THE PROPER DOCUMENTATION AND THE ******* LOST HIS MOTHER IN A TRAGGIC JETSKI ACCIDENT, VERY BERY SAD. FROM THERE THE **** WAS DROPPED.)
  not to place blame on the customer. While we did not hire the engineer, we made extensive efforts on behalf of the customer to obtain the required documentation to finalize the permit.
  (THE BUSINESS NEEDED THE FINAL PERMIT AS BADLY AS I DID TRYING TO SELL MY HOME.  I THOUGHT IT WAS ALL TAKEN CARE OF)
  Permit Application Process: 
  We acknowledge the customer's reference to the contract language. Our role was to handle the permit submission, communication, and coordination with the city. However, 
  (THE REFERENCE TO THE CONTRACT LANGUAGE SHOULD BE STRAIGHT FORWARD AND MEAN WHAT IT SAYS.)
  
  the final permit approval required a signed letter from the customers engineer, which we were unable to obtain despite numerous attempts. 
  (THE BUSINESS IN QUESTION WAS RESPONSIBLE FOR GETTING THE LETTER AND FINALIZING THE PERMIT, AS THE CONTRACT STATES. NOT THE CONSUMER)
  This was 
  beyond our control, as it was the responsibility of the customers engineer to provide that documentation. We took further steps by engaging a new engineering firm to help resolve the issue and complete additional work outside the original scope of our contract, all in an effort to assist the customer.
  
  (FORGIVE MY IGNORANCE, THE BUSINESS NEEDED THE CITY AND COUNTY TO SIGN OFF ON THEIR WORK REGARDLESS!!! THE EFFORTS ALLEGEDLY PUT FORTH WERE FOR THEMSELVES AND NOT THE CONSUMER. WHY ELSE PULL YOUR GUYS OFF THE *** THE DAY THEY WERE TO BE FINISHED AND MEET WITH THE CITY INSPECTOR? 
  BECAUSE I WOULDNT PAY UNTIL FINAL PERMIT WAS IN MY HAND!)
  
  Work Performed and Communication with the City: 
  The customer raises concerns regarding the additional work and change orders. The additional steps were mandated by the city to meet permit requirements, following the non-responsiveness of the original engineer. We coordinated with a third party to ensure the piers were tested properly, ensuring the integrity of the work performed. The delay was not due to our work but the lack of required documentation, and we aimed to resolve the situation as quickly as possible to assist the customer in selling their home.
  (QUICKLY AS POSSIBLE? PULLING YOUR MEN OFF THE *** SET EVERYTHING BACK. THE BUSINESS MADE SURE I PAID FOR THEIR THIRD PARTY TO X-RAY THE WORK THEY WOULD NOT GIVE THEIR WORD AND STAND BY!)
  
  Warranty and City Inspection: 
  Our warranty covers the work we performed once a project is paid in full, and we remain committed to standing by that warranty. As previously mentioned, we would have addressed any issues found during the city inspection. Unfortunately, the inspection could not be finalized due to the outstanding documentation from the original engineer, which is why additional steps were necessary.
  (THE BUSINESS IS IN CHARGE OF SETTING UP AND GETTING INSPECTION JUST LIKE THEIR CONTRACT STATES.)
  
  Customer Agreement:
  We understand the customer's frustration regarding online reviews. However, the removal of negative reviews was part of an agreement signed by the customer in exchange for additional work performed to resolve the permit issue. This agreement is documented in writing. While we fully respect the customers right to free speech, we believe it is important that any public statements reflect the full and accurate scope of the situation. 
  
  (I DIDNT STRETCH THE ***** WHEN I SPOKE OF THE TREATMENT I RECEIVED)
  
  We remain committed to resolving any valid concerns and maintaining transparency.
  Respect and Communication:
  We take the claim of disrespect seriously 
  
  (NOT BY IGNORING A CUSTOMER AND BLAMING THEM. I FELT SO WRONGED AND COULDNT TURN TO ANYONE BUT THEM, THEREFORE I WAS COMPLETELY TAKEN ADVANTAGE OF)
  
  and have reviewed all communications between the customer and our team. 
  
  (PLEASE READ xxxx CORRESPONDENCES TO ME,  IT MAKES YOUR NEXT STATEMENT FALSE)
  We strive to treat every customer with professionalism and respect. If the customer feels otherwise, we sincerely apologize. Our team worked diligently to resolve the complications that arose, none of which were due to a failure on our part to fulfill our obligations.
  
  Resolution:
  We remain willing to resolve any outstanding concerns in a fair manner. We also reiterate our request that the customer honors the terms of the signed agreement, which included refraining from posting negative reviews that do not fully reflect the situation.
  
  We appreciate the opportunity to address these concerns and hope for a constructive resolution moving forward.
  
  *****, this did not have to be taken as far as it did for free speech. Contracts and agreements were made, Im simply asking they stick to their word and reimburse me the funds it took for me so the business could receive their final permit.
  (RESOLUTION:
  I WILL ALSO REITERATE OUR SIGNED AGREEMENT:  THE BUSINESSES SIGNED AGREEMENT TO HANDLE ALL THINGS RELATING TO OBTAINING FINAL PERMIT. 
  THE FAIR AND RIGHT THING TO DO IS WHAT THE EMPLOYEES SUGGESTED: THE BUSINESS DROPPED THE ****, NEEDED THE PERMIT TO CLOSE THE ACCOUNT BUT BLAMED IT ON ME AND PUT ME THROUGH H*** FINDING MONEY I DIDNT HAVE TO COVER S LIFETIME WARRANTY PROBLEM. 
  I WANT MY MONEY BACK FOR THIS EXHAUSTING AND POORLY HANDLED SITUATION.)
  THE MOST IMPORTANT THING TO YOU IS I KEEP MY MOUTH SHUT ABOUT YOU DROPPING THE **** AND BLAMING THE CUSTOMER.  SO PAY BACK WHAT YOU WRONGFULLY TOOK FROM ME!
  ID APPRECIATE THE OBVIOUS SOLUTION.
  IF THIS BUSINESS AGREES TO FULL REIMBURSEMENT FOR THE WORK RECENTLY DONE, THEN THERE IS NO REASON BOTH CONTRACTS SHOULDNT BE HONORED.)
  What is $11,500 to me is obviously nothing to them but a Yelp review.
  

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

• Initial Complaint

  Date:03/11/2024

  Type:Order 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 signed the contract with CA Foundation July 10 2023. At that time I applied for and was granted funding from the funding agency "***************", the CA Foundations recommended funding agency. Work Stated in September and 2 beams were installed under the house and all pins were replaced. We were hoping that would do the trick, unfortuantly when the house was raised another beam needed to be put in, in another part of the house. Third beam was installed in October. This lead to a fouth and final beam being installed in Feburary of 2024. Before the final beam was installed, I was asked to pay in full before the permit was applied for. I said no, that I would be happy to pay in full as soon as the final permit was approved. CA Foundations then asked if they could write me a check for $500, and I could release funding while waiting for the permit. I declined. Then CA Foundations said I should have been paying in stages. I reminded them that I was using their funding agency and that the agency does not pay draws and only pays in one lump sum at the end. CA Foundations, then said they would not apply for the permit addedment for the final stage until I paid all funds, save the $500. I replied I will happily pay all funds when the permit is finalized. I then found out that the second stage permit had not passed. I was then emailed a one page "updated" contract, that at the top said it was 18 pages. I requested the rest of the contract to read before I signed. The next business day, ** Foundations put a Mechanics lien on my house. I have been happy with the work, the funds are secured and waiting, I just want the permit approved before I release funds as per #** page 4 of our contract. Substantial completion all necessary permits and approvals....

  

  Business Response

  Date: 03/18/2024

  We do recommend the services of *************** as an optional funding agency. Securing financing through *************** is ultimately the homeowner's choice and only one of many financing options they could have chosen. ******************** asks the homeowner to sign a completion certificate upon funding, however they are a 3rd party agency and they do not supersede or replace the terms of our contract.  

  On Page 4 line item #**, it does specify that completion of the project is defined as when all permits have been signed off, but that does not affect or dictate our company's payment structure requirements. As part of our contract, we have a separate payment structure that was signed and agreed to on 7/10/2023 which outlines when each payment is due. On page 7 line item number 17, the contract states "contractor shall have the right to stop work if any payment shall not be made to the contractor when due; contractor may keep the job idle until payments due are received."

  Since *************** supplies all funds in one lump sum, we informed the client we would reimburse her the final $500 fee as that portion of the progress payments had not been satisfied. In order for us to be able to move forward with the final inspection, however, we do need to collect the balance that is currently outstanding in the amount of $26,485.92.

  To date, we have only collected a deposit and partial permit fees.

  As for the "updated contract" being referenced, we are required to update the first page of the *** to include all permit fees and change order amounts to meet their requirements for funding. We are also required to make sure any payments made outside of funding are not included on this as *************** needs the amount being funded by them to match the amount on the contract. This updated form does not replace the agreed upon contract and is solely used to meet ********************'s funding requirements. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21419399
  
  I am rejecting this response because: as per the contract, page 2 #5, the $500 fee is the remaining balance due after final inspection. You are wanting me to pay in full, minus $500, without a final inspection. As I stated before, I will be happy to pay in full once the final inspection has been completed. 

  Back to the funding, the original contract was signed first, once the contract was in place, we applied for the funding. When the first installment was due on August 24th, I recieved an email, I responded that we had applied for and been approved for credit. The response back was "My apologies. I was not aware that your project was financed. Thank you for bringing this to my attention. I will work with ************************* and I will take care of the paperwork on my end. No other installments were asked for. 

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

  

  Business Response

  Date: 03/25/2024

  We would like to apologize the confusion on this matter.  Unfortunately, succuring financing does not negate our original signed contract. We suggest a financing partner solely as an option to aid our customers with obtaining the financial resources to complete their projects. We apologize for the confusion caused by the email you received from our office stating we would take care of the "paperwork" on our end. The "paperwork" referenced was not referring to a new payment structure or revised contract. It was simply communicating that we would update our internal notes regarding payment as a lump sum rather than incremental so you would not be asked again about lack of payment.  If there were to be an updated payment structure, a change order would have been issued to revise the original contract agreement. While we make every effort to work within ***************'s payment structure, including lump sum payments and refunding the $500 payment that is not yet due to stay within our contractual agreement, we are not able to move forward with a final inspection without payment for the work performed.  We hope this helps clarify the matter so we can find resolution and move forward to complete this project.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21419399
  
  I am rejecting this response because:

  In your response, you are saying, the company realises that payment will be made in a lump sum. Great, that we can agree on. Now you are asking me to pay the lump sum minus $500 to stay within the contractual aggreement. But the contract states, all of the money is due except for the $500 after the final inspection. No inspection has yet to take place. You are asking me to pay the lump sum minus $500 before the final inspection, contrary to our contract. I am more than happy to pay all monies due including the $500 after final inspection. The money is approved and sitting with the finance company and I too would like to move forward and complete ASAP.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/09/2022

  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.

  Foundation Repair of Cal. (them) were unable to fulfill their contract with me. Signed a contract with them to ************** my front porch as per agreement.Workers came to my place of residence at ********************************************************. on June 11th, 2022 Workers were not able to make repair. Concrete cracked more during attempt to repair. They advised me that if the concrete did crack they would stop, which it did. They stopped told me they could not make repair without more damage being done. So they packed up and left. I called Foundation multiple times requesting a return of my down payment of $150.00 10% of estimated cost $1,500 .00. To date I have not received my refund. I spoke with the salesman who took my order. I spoke to a **** and a ********. ******** tried to tell me my window to cancel my order had past. I informed her I did not try to cancel. I fully expected the work to be done. Their own workers stopped the work and left. That, that clause she refereed to, did not apply to me. I read the entire contract and no where is it stated that I would forfeit my down payment if the work was not completed.

  

  Business Response

  Date: 12/13/2022

  Hello *******,

   

  I'm glad our team was able to connect with you yesterday and resolve your concerns. Again, we apologize that you had not yet received your refund. I have attached a copy of the receipt showing your refund has been initiated. You should see it in your account soon. Please let us know if you have any other questions or concerns.