Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:10/08/2024
Type: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.
In March of 2024, while under contract for my current home - myself and the seller agreed to have structural work done by Straightline as requirements to close under FHA. Straightline chose to not do an inspection, and use an inspection done by a competitor. I contacted Straightline in May, 2024 to have the warranty transferred - since the initial work had to obviously be done under the sellers name - and I began to notice the floor begin to sag under where a pier was installed. After a month of waiting, I finally had the warranty transferred and was told I would be contacted to schedule. Between phone calls, and emails from May 12th to June 20th - Straightline would either ignore me or tell me that the Project Manager was on vacation or on another job, or give me the names of individuals who would supposedly contact me but never did. I sent an email on June 20th requesting action be taken. ***** finally came out after this for 5 minutes to take pictures of the pictures I had already sent them, and they ignored my concerns as there are several concerns with the quality of work performed by Straightline - from the helical piers installed, to the underground drainage (which has no grate or access to it and already caused our basement to fill with water), and it is even questionable as to whether they even did the mud jacking - as there are no holes that were drilled as stated in their contract, nor was there any noticeable movement in the slab. During this time, I was meeting with an independent Engineer on other work that needed to be performed, and we discovered Straightline never even pulled permits with the city and told my realtor that it was not necessary after seeing an email from him. After informing ***** of this, he has chosen to not respond to me in a little over two weeks, the last communication being Sep 20th. Frankly, I am tired of Straightline as no action has been taken by them except for subpar and dishonest work, as all of it needs to be fixed.
Business Response
Date: 10/10/2024
While we can agree that there was some time in between phone call/email response time initially, it was largely due to the fact that our project manager whom was familiar with this project, was on an extended vacation and took some time to get back to Mr. ******** However, upon his return, and scheduling allowed, *** (PM) and ***** met and discussed the course of action, which led to a re-visit of the home by *****, to gather additional information. Once *** had the information, ***** emailed Mr. ******* to advise him that we needed to schedule a crew to make some post adjustments. ***** attempted to schedule Mr. ******* on multiple occasions through email (at least 4 emails) as well as text for over a month, and Mr. ******* was never available on the days that we attempted to schedule the crew. We are very much willing to attempt to schedule the post adjustment, and will do so at the earliest time available for both Mr. ******* and Straight Line Construction. We are in no manner attempting to avoid the situation or take the proper action, we just need Mr. ******* to cooperate and coordinate a schedule date that accommodates us both. We are a second generation family-owned company that has been in business for 42 years and pride ourselves on our honesty and integrity and have every intention of remedying this situation with Mr. ********Customer Answer
Date: 10/17/2024
Complaint: 22395268
I am rejecting this response because:***** attempted to schedule once on August 13th, and wanted to send someone the very next day giving me less than 24hr notice. Due to my job, I am unable to fulfill that. Then waited 2 days to respond to let me know when would be best next which he tried to do the next Thursday. Again, I am one person and have commitments with work. Due to several previous experiences of them taking weeks upon weeks to respond - didn't think it was going to be so soon, so I asked him if it could be later. Then ***** didn't reach out again until September 20th, and wanted to schedule again. He waited almost a month to get back to me, and at this time had had several other professionals come look at my property. When I let him know what the Structural Engineer let me know, and the fact that Straightline didn't pull permits with the city - crickets from *****. Hence why I submitted the complaint to BBB several weeks later, with still no response. ***** never reached out through text, and if we are going to say that Straightline attempted to reschedule, it was only 3 times.
But again, this response proves that Straightline continues to ignore critical aspects of the work that was completed. Complaints that I have shared with them - more than once. No permits pulled, no proof of them even performing the mudjacking, incorrect installation of underground drainage system, and all they want to do is come lift the flooring with helical piers and posts that are unpermitted. Then they try to shift the blame by saying that I am being uncooperative when I have given them several attempts since July of 2024 to address my concerns of other important aspects of the work that they completed, yet all they respond with "we can lift the floor."
Again
Sincerely,
Aaden *******Business Response
Date: 10/23/2024
We can continue to go back and forth about who said what when, however our objective is to resolve the issue. We understand that this most likely will involve more than solely adjusting the posts. Please contact me directly to get this scheduled so we can resolve this matter. Thank you for your cooperation. We look forward to resolving this as soon as possible.Customer Answer
Date: 11/01/2024
Complaint: 22395268
I am rejecting this response because: In regards to the last message - I have no idea who I am contacting regarding this matter.
Sincerely,
Aaden *******Business Response
Date: 11/05/2024
Please feel free to contact myself, ****** *****, or *** ***** to help to resolve this matter.
************
Lauren Extension-1001
*** Extension-1003
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Customer Answer
Date: 11/22/2024
[[BBB transcription via email]]
Hello,
I submitted complaint with ID ********. I just wanted to give a follow up - I reached to out the emails listed by the company to get a resolution on November 8th and still have not heard back from them. Just wanted to let you know as this has been consistent from the start and wanted everyone to know the lack of communication and follow through from them. More importantly because I never got a chance to answer their last response.
Thank you,
Aaden RamirezBusiness Response
Date: 11/22/2024
Good morning,
I believe Mr. ******* means November 18th, not 8th. Please see attached. *** responded to him this morning as he has been out of the office on jobsites all week and just received his email this morning. *** asked for Mr. ******* to let him know when he is available to meet to come to a resolution.
Thank you,
****** *****
Customer Answer
Date: 11/22/2024
Complaint: 22395268
I am rejecting this response because: Can you please just address my concerns in a timely manner and not have me go through the BBB every single time? I did not make a mistake. I reached out to you, ****** on November 6th and then to *** on November 18th. Please see attached file.
Sincerely,
Aaden *******
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