Complaints

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• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 hired Foundation Worx to repair a sagging hallway in our home. Their repair in 10/2023 didnt fix the issue and created a large bulge in our bedroom floor, putting our home under stress. We called the business and emailed the owner with our concerns. Their salesman reviewed the project, saying it was done correctly and we needed to let our house settle. There was no offer to make adjustments, even at our expense. A structural engineer reviewed the project and confirmed it didnt resolve or even properly address the issue. Per the Right to Repair Act, we sent a letter to Foundation Worx certified mail on 3/18/24. After no response, I emailed the owner ***** ***** on 5/8/24. I explained the construction defect made by their team and the damage this caused our house from being under stress for several months. I asked for a refund and offered for him to come review the project himself. ***** verbally apologized to us after completing his review. On 5/21/24 he sent a formal response refusing accountability and claiming the issues were caused by a previous improper repair. This was not mentioned before the project nor in the contract. Foundation Worx never advised us there was a risk our home could be damaged by their team due to a repair by the homes previous owner. ***** finally offered to repair the issue but didnt respond to our reply. We engaged with another company to repair the issues Foundation Worx created. We notified ***** and again requested a refund, which was not given. Per their contract, Our goal is to help you correctly diagnose your problem, come up with a custom solution and install the solution the right way - the first time. Also, and when there are issues - we work diligently to make things right. These contractual obligations werent fulfilled. They didnt repair our home, they broke it further, then refused us a refund and didnt offer a repair until 6+ months later, while our home experienced significant further damage from their project

  Business Response

  Date: 02/15/2025

  Here is the original reply to ******* and ***** ********* in May, 2024:

  We appreciate the opportunity you provided on March 15, 2024 for us to inspect the issues related to your construction defect claim. The following is our response to your construction defect claim and our on-site inspection.
  
  Floor system installation and question of "lift"
  Our inspection on March 15, 2024 concurs with the structural engineer statement that "the work was done professionally and in accordance with the proposal submitted."  His conclusion that our installation was unnecessary and did not remediate the issue cannot be substantiated by him, since he was not there to know the original location of settlement that was noted in the bedroom at the time of our first inspection.  The following locations, especially noting the sagging in the bedroom, were listed as follows in the Overview on the original contract:
  1. Some of the floors on the right side of the home have settled. 
  2. The floor in the bedroom has settled the most.
  3. In the crawlspace there is already a single support post on the center sill. 
  4. There are multiple joists that have been sistered in to attempt to fix the settling. 
  5. There is a column that is not on a proper footing. 
  6. The joists are 2x6 and are over spanned.  
  The bedroom floor system settlement was one of the main reasons for the location of the support system locations. Both the bedroom and hallway have a 12ft dropped beam system in place for this reason.
  
  Previous improper repairs: 
  The structural engineer did not refer to the previous improper sub-floor and framing repairs that were found that likely have added to the wood memory response to the new support systems. Pictures of these sub-floor blockings have been attached. These previous repairs would be responsible for lifting the floor system, since they have already caused the sub floor in these areas to be higher than recommended.  
  Our installation team has been asked multiple times to confirm that they only brought the adjustable steel posts to tension. They have denied lifting 1" at any point. Even a stabilization of the floor to tension only could result in a high spot in the bedroom or hallway due to the improper blocking that was found. The goal is for the dropped beam to touch each floor joist for proper support.  The "wood memory" of the 2x6" joists unfortunately responded to this stabilization attempt. 
  
  Drywall damage:  
  This result is unfortunate and is rare.  However, this issue falls under our contract section Disclaimers:
  
  Note: Framing can retain a "memory". When jacking or leveling a crawl space house we will make a reasonable attempt to level the floors. When binding or memory is present we may not be able to level exactly.Note: All footing excavations are not to exceed 18 in depth to encounter soils exhibiting adequate bearing pressure. In the event that unsuitable soil is encountered, the owner and engineer will be informed. 
  Foundation Worx, LLC., will make every reasonable effort to protect the interior and / or exterior finishes, however, shall not be responsible for damages to sheetrock, plaster, tile, wood trim, brick,concrete, landscape, etc., as a result of its work unless otherwise stated in above proposal.
  
  5. HOLD HARMLESS. You acknowledge and agree that the Services are inherently dangerous and are sought to help remedy pre-existing foundation,structural and/or water damage to the Property. As a material inducement for the Company to enter into this Contract notwithstanding the danger and risks associated with the Services, You hereby agree to indemnify, defend and hold harmless the Company, and each of the Company's owners, employees, contractors,agents, and successors, and assigns, from an against any of the following occurrences, except to the extent that such occurrences are caused by the Company's sole negligence: any concrete staining, dust, plastic deformation (wood or concrete), damage to surrounding amenities/utilities, and damage to plant life.
  
  Competitor Bids:
  The (3) proposals included from industry competitors have not been submitted as "repairs" or as a response to "construction defects" but are new floor systems entirely.  Foundation Worx offers solution-based proposals that directly address areas of settlement and do not include "one-size-fits-all" systems that other sales teams are often required to push. 
  Foundation Worx addressed the areas of settlement and did not see the need at the time of the inspection for a full floor system dropped-beam system. The competitor proposals included are not apples to apples comparisons but are a different sales approach that we encounter with these companies consistently. 
  ?
  
  Proposed Solution:
  Foundation Worx proposes to schedule a floor-leveling repair, to lower the high area in the bedroom and make any adjustments needed.  A zip-level will be used to ensure as much accuracy as possible. Interior drywall repairs should be delayed until the floor leveling has been completed for 1 month, to allow for the joists and sub-floor to respond. We can supply all that you requested and offer a permanent solution as you laid out.
  
  Again, we appreciate the opportunity to resolve this matter. We look forward to your response. 

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22945582
  
  I am rejecting this response for the following reasons:
  - Foundation Worx should have proposed a floor-leveling repair immediately after the defective project completion in October 2023.
  - As already communicated to ***** in June 2024, we hired another company to correct Foundation Worxs faulty repair.
  - We have repeatedly requested a refund, and this is the only resolution that is acceptable at this point.
  
  Had ***** taken our issue seriously in October 2023 when we emailed him directly about the defective construction, we would have gladly accepted any adjustments and additional repairs to correct the bulge in our floor that his team created.
  
  ***** did not reply to our email in October 2023, and the salesman that reviewed the completed project did not offer any solutions, leaving us with a bulge in our floor that clearly needed remediation.
  
  Over the next several months, as we spent time and money following the necessary steps to seek a resolution that Foundation Worx denied us in October 2023, we watched our house sustain additional damage caused by the pressure to our primary bedroom floor from their faulty repair.
  
  In compliance with the Right to Repair Act, we sent a certified letter to ***** and Foundation Worx. ***** did not respond within the ********************* the Act. ***** only chose to respond to our concerns when faced with a potential lawsuit.
  
  Foundation Worx is asserting improper sub-floor and framing repairs that existed prior to their installation created the bulge in our bedroom floor. They did not communicate this to us at any point prior to the project.
  
  Given the consequences of this previous repair that ***** asserts caused the damage to our home, this is crucial information his team should have detected and made us aware of before the installation.
  
  The competitor bids were specifically tailored to address the sagging hallway issue that Foundation Worxs project failed to correct, as well as the additional sagging elsewhere in our home caused by the pressure of the bulge in our bedroom floor that Foundation Worx created.
  
  The structural engineer's conclusion that Foundation Worxs "installation was unnecessary and did not remediate the issue" was indeed substantiated by him because the issue still existed at the time of his inspection, as well as when ***** inspected. The issue was not resolved by Foundation Worx.
  
  The contract states that Foundation Worx is not liable for any damage unless caused by the companys sole negligence. The company was negligent in correcting the issue we hired them to correct, and by refusing us timely repair of the additional issue they created.
  
  Bottom Line: We paid Foundation Worx to repair a sagging hallway in our home. Their project did not repair the sagging hallway and caused additional damage to our home. When the owner was notified, he did not respond and his company chose not to resolve the issue in a timely manner. Since they did not correct the issue we hired them to correct and we had to pay someone else to do this, we should be given a full refund.
  
  Sincerely,
  
  ******* *********