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:05/07/2025

  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.

   
  Complaint: 23289972
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******-*********

  

  Business Response

  Date: 05/27/2025

  On April 11, 2025, LRE Foundation Repair performed a PolyLevel injection service under your pool deck to address existing cracking and settlement. Prior to beginning work, our team reviewed the scope and disclaimers outlined in the signed contract, including the following requirement: Customer Will: Mark any private utilities that may be hidden underground.
  As part of our process, *** provides customers the opportunity to purchase private utility locating services or utility insurance for added protection. In this case, those options were declined. Unfortunately, when private linessuch as pool plumbing or irrigationare not marked, there is always a risk of unintentional contact during subsurface work.
  
  We understand a leak was discovered near one of the injection points following the service. While we regret the inconvenience, we must reiterate that LRE is not liable for damage to unmarked or unidentified private utilities, as clearly stated in the agreement.
  We thoroughly reviewed your concerns and escalated the matter to our management team. However, based on the signed agreement and documentation, *** cannot reimburse the cost of the repair.
  We aim to be as transparent as possible before and during our projects. If you have any further questions about the contract terms or available protections, we are happy to discuss them

  

  Business Response

  Date: 06/19/2025

  On April 11, 2025, LRE Foundation Repair performed a PolyLevel injection under the pool deck to address existing cracks and settlement. Before any work began, we reviewed the contract and scope of work with the customer. The contract which was signed prior to the project clearly states that the homeowner is responsible for marking all private underground utilities, including pool plumbing and irrigation lines.
  Due to the nature of subsurface work, we strongly recommended that a private utility locate be completed prior to installation. That recommendation was declined.
  Unfortunately, when private lines are not marked, there is always a risk of unintentional damage. While we regret that a leak occurred near one of the injection points, the responsibility for identifying and marking those lines lies with the homeowner, as outlined in the signed agreement.
  We have thoroughly reviewed the matter and escalated it internally. Based on the documentation and scope of the contract, *** will not be reimbursing the cost of the repair. We have no further comment at this time.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23289972
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******-*********

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23289972
  
  I didn't include emails stating they were willing to compensate for the leak. They stalled for a month with we are sorry let see what we can do. Also they didn't let my husband know about if they drill a leak. The salesperson only said remove all the objects on the pool deck.
  The general manager I text and spoke too also said he was willing to help. Then he switched up with the higher up was not willing to pay anything. I ******* the company he is the higher up.

  We did not go over any paperwork about lines or utilities under the pool before the work began. After the work was done 
  No box was check about utilities or plumbing. 
  

  
  

  
  

  
  
  Sincerely,
  
  ******** *******-*********

• Initial Complaint

  Date:02/04/2025

  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.

   
  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 for now until completion of the trouble-shooting of the possible cause of water intrusion. 
  
  Sincerely,
  
  ****** *********sistance and was informed that the concerns would be addressed to the management team or the person , *****, who came by for inspection would be returning my call. I called multiple times to follow up on the water leakage but no success. Until another month after, on December 27, 2024, ********* from the production team called and reassured me that she will get back to me to provide a schedule to re-evaluate the drainage. Another month passed and still no call received as promised. On January 27, 2025, I called LRE again and spoke with ***** and was informed that ********* was not in the office that day would come back remotely the next day and the day after. Four days passed and still no call received so I called again and spoke with ****** who reassured me that ********* or the supervisor would call me back but no call from *** received. Given the length of time since this issue was addressed and still no resolution, I am filing this complaint to BBB. Thank you.

  

  Business Response

  Date: 02/10/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any delays in communication and understand how frustrating this situation has been for you. At LRE Foundation Repair, we take customer concerns seriously and want to ensure we provide the best possible resolution.
  Our Operations Manager, *******, has been in contact with you, and we are currently scheduling a crew to return to your property. During this visit, we will apply additional Drylok to the affected area to help mitigate any potential water intrusion. While our French drain system is designed to divert water away from the foundation, it does not completely prevent water intrusion in all circumstances. Based on our previous inspection, the system is functioning as intended, and there may be other contributing factors to the issue.
  We appreciate your patience and will continue to communicate with you throughout this process. If you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:12/04/2024

  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.

  I had LRE foundations do a crawlspace encapusulation and structural work in January 2024, and paid them over $22,500 for this job. Around July, the dehumidifier in the crawl space started to become very loud inside the house, disturbing my sleep and daily life. I called *** and a technician came, told me that the machine had a number of errors and that it was due to water damage and so I had to make an insurance claim with my homeowners insurance. I called LRE back multiple times over the course of the next few months, and never received a call back. On Nov. 21 I called again spoke with ********* she promised that Gherris, the manager, would call me that same day, but that didnt happen. I called again on Nov. 25 upset, spoke with ******** and her manager and they had Gherris call me, who promised me he would get it resolved but did not seem to have a record of the prior visit or the multiple calls I had made. Gherris sent a technican on Nov. 26, who inspected the machine. He was in the house and heard the noise, and recorded it on his phone. I followed with Gherris on Nov. 26th and didn't hear back. I followed up again on Nov. 2 and finally spoke to him. He fabricated that the technician was in my house on Nov. 26, which was not true, and that he was in the phone with the technician during the inspection and there was no issues and I had to send a video of the noise, again a fabrication since the technician stood with me in the house, heard the noise and recorded it. This is completely unacceptable treatment of a customer who paid over 22K and a breach of ***'s contractual warranties and obligations. I need this resolved immediately as it continues to disturb my daily life in my own home.

  

  Business Response

  Date: 12/04/2024

  Weve reviewed your concerns and want to address them directly. Earlier today, our General Manager, **** ******, reached out to discuss the situation and work toward an amicable resolution. Unfortunately, the call was ended prematurely on your end. Despite this, we are still taking steps to assist you.
  
  Its important to note that the issue with your dehumidifier stems from flood damage, which is explicitly excluded from coverage under the terms of the warranty outlined in your signed agreement. Typically, the cost of replacement in such a case would be addressed through a claim with your homeowners insurance. While we are not contractually obligated to replace the dehumidifier, we are choosing to do so as a courtesy and in good faith.
  We have scheduled our *******, ****, to visit your property on Friday, December 13th, to replace the dehumidifier at no additional cost to you. He will arrive between 9:00 and 10:00 a.m. and will call ahead before arriving. If you have any questions or need to reschedule, please contact our office. 
  
  We do ask for your cooperation and a respectful approach when working with our team. We are committed to resolving this issue but expect professionalism in return.
  

• Initial Complaint

  Date:09/30/2024

  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.

   
  Complaint: 22357566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********ing on other things that always turn out not to be the culprit of the water coming in. I sealed the step cracking that he said was the issue, as well as the seal around the 1 window on the side of the house where water enters. Water still entered after. Recently supervisor ***** came out, met with us and told us that he thoughtore drylock needed to be done to prevent leakage. He was to get in touch with ******* and talk to him about his analysis. ******* came back and decided that it had to be my roof leaking. I disagreed and he was cordial about it. He said he would get with ***** to discuss further. At that time I decided to my roofing company in to do a roof analysis. Was told by them that there were no issues with health of my roof. After weeks of reaching out to both supervisors, and office staff ******. The only response I have had was that both supervisors were on vacation, and that she was trying to get answers. This has went on for weeks.

  

  Business Response

  Date: 10/21/2024

  We sincerely apologize for the ongoing issues you have encountered with water intrusion in your home. Your feedback is important to us, and we appreciate your patience as we have worked to address your concerns.
  ******* and ***** have visited your property multiple times to investigate the source of the water issues. During our most recent visit, we confirmed that the drainage system we installed is functioning properly. We understand the importance of this matter and want to assure you that we have done our due diligence to assist you.
  As discussed with ********, there are still cracks in the block walls that may be contributing to the water intrusion. We appreciate your efforts in replacing the windows, which is a positive step. To further assist you, ******* delivered approximately 3.5 gallons of Drylok to help seal any remaining areas that may allow water to enter. We encourage you to clean the surfaces and follow the instructions for applying the Drylok for the best results.
  At this time, we believe we have provided all possible solutions based on our assessments. Thank you for your understanding, and we wish you the best in resolving these concerns.

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising 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.

   
  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.

   

  ****** the business manager personally came out to my property and apologized for the miscommunication. He advised he would make it right and I really appreciate his willingness to do so. *** put us on the schedule next week to fix some of our concerns. I am thankful for the response!
  
  Sincerely,
  
  ******* *******

  they can back up their warranty, so that they can fix the issues he saw on the property. After a couple days of calling them, the *** project manager named ***** and designer **** went onsite and they did not want to resolve the issue. We escalated the issue with the manager over them, ******, and he advised he would set up an appointment to come on to our property to figure out a resolution. After trying to set up an appointment via email multiple times he has not responded to any of my messages and has yet to resolve the issue we have on our property. We went with the company thinking it was knowledgeable on French drain installation and that they would back their warranty, if there were any issues but, I have been met with a company who does not want to come into a resolution. LRE foundation does not want to back up the warranty we have and does not return emails to try to fix the issue. We are out of $6,000 dollars and not happy with the outcome of the service we received.

  

  Business Response

  Date: 09/23/2024

  As outlined in our agreement, we were called to address water intrusion into your home and to extend the downspout line. We installed the EZflow system and applied sealant against the house, as discussed, and extended the discharge line from the downspout. Were pleased to confirm that there has been no water intrusion into your home, which was our primary goal.
  
  We understand that you are experiencing some puddling in a different area of your yard, which was not part of the original scope of work. While the solution we provided is functioning as intended, we did offer additional services at a discounted rate to address the new issue, but we cannot provide these services for free.
  
  Our General Manager will be reaching out to you again to see if we can find a compromise that works for both parties.

• Initial Complaint

  Date:03/06/2024

  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.

  I had work done by this company on 02/14/24. I paid over 4000 to get this job done. I noticed around the 2 week **** that my driveway is still spilling. I have made contact with the company in regards to this matter. I took pictures sent it to them. Never got an update on whether they would send someone out to look at it. Very disappointed in the level of customers service about this issue.

  

  Business Response

  Date: 03/11/2024

  We appreciate the opportunity to address the concerns raised by ******************** regarding the settlement of their driveway. Upon reviewing the situation, we acknowledge a delay in our communication process and sincerely apologize for any frustration this may have caused. We have since reached out to the customer and scheduled a warranty revisit for March 18th with **************, *****, to assess and address the settlement issue promptly. We value your positive feedback on ****** and want to ensure your complete satisfaction. We are actively working on improving our communication processes to avoid any future delays. If you have any further concerns or questions, please feel free to contact us directly at **************. We are committed to resolving this matter and appreciate your understanding. Thank you for bringing this to our attention.

• Initial Complaint

  Date:02/01/2024

  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.

   
  Complaint: 21227713
  
  I am rejecting this response because:

  In my previous communication I attached the warranty document that was given to me before I bought the house and that I confirm with LRE of its validity. The insurance company has nothing to do with the warranty they only paid for the work done and it was the previous owner's insurance. The warranty is offered by LRE and this is part of what it says:

  " What is the Coverage Period for My Warranty?
  Coverage under L.R.E.s warranty lasts a lifetime from the date the monitoring report is issued. This is a transferable limited lifetime warranty, so whether you decide to remain on your property or eventually move, the property is warranted for the lifetime of the property.The two main components of these obligations include: 1. the new property owner(s) notifying L.R.E. of the transfer of title to property. 2. producing the original signed contract /work authorization and warranty documentation,all within 30 calendar days of the transfer of the title to property."

  Nine years after they fix the sinkhole, I buy the house and the owner tells me that the house had a sink hole problem but that it was already fixed by LRE and that there was a lifetime warranty that it will cover any future problem. I called LRE to verify the information, and they told me that everything was ok that they will transfer the warranty to me.

  Why they transfer a warranty that for them was already expired? Why didn't they tell me that I was not eligible for it before I purchased the house? This is no logical they are just trying to evade their responsibility.

   

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

  

  Business Response

  Date: 02/26/2024

  The customers insurance company only provided a (5) year warranty. This job was performed in 2015. Our Service Manager spoke with the customer and relayed this information and suggested they get in touch with Citizens for further assistance or to open a new claim. It is our understanding that the original engineer is no longer associated with these types of projects. However, a different engineer has offered his assistance, which would be at the customer cost. We are happy to answer any questions the customer may still have.

  

  Business Response

  Date: 03/26/2024

  Thank you for providing additional information regarding your concerns. We appreciate your patience as we work to address this matter. Upon further review and clarification, we understand that the warranty initially provided through Citizens MPR Insurance for the work completed on your property was for a period of five years. We apologize for any confusion or misunderstanding regarding the terms of the warranty. However, in light of the situation, we are committed to honoring the lifetime warranty for your property. We understand the importance of standing by our work and ensuring the satisfaction of our customers. We appreciate your understanding and willingness to work with us to resolve this matter. Our team is dedicated to ensuring that your property is properly monitored and inspected according to the terms of the lifetime warranty. We have scheduled our technicians to visit your property for inspection on 4/1/24 at 1pm.
  If you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 04/04/2024

   
  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. Making clear that the lifetime warranty will be available for ever and that it will be transferable to another future owner if the house is sold.
  
  Sincerely,
  
  *************************