Complaints

This profile includes complaints for Helitech Waterproofing & Foundation Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Helitech Waterproofing & Foundation Repair

  8251 Bunkum Rd Caseyville, IL 62232-2105

  
• 

  Helitech Waterproofing & Foundation Repair

  625 Feise Rd O Fallon, MO 63368-3582

  
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  Helitech Waterproofing & Foundation Repair

  6971 Eastgate Blvd Lebanon, TN 37090-6005

  
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  Helitech

  1910 5th St Lincoln, IL 62656-9149

  
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  Helitech Waterproofing & Foundation Repair

  7200 E US Highway 40 Kansas City, MO 64129-1306

  

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:07/06/2025

  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.

  It would be helpful to have a specific date to for the repairs to be done. I have out of town trips planned July 13 -17 and again in August. Also, I would like to have it in writing that the existing repairs be completely redone. This was what the trouble shooter assured me was the appropriate measure to ensure a successful outcome. I will have the plumbing repaired but expect to be reimbursed in a timely manner. ch. I notified Mr. **** of this when I messaged him on July 1. He responded by saying for me to have it repaired and send the invoice to him because they don't pay plumbers directly. I believe it is their responsibility to fix their mistakes.

  

  Business Response

  Date: 07/06/2025

  To whom it may concern,

  
  

  We were notified of the repairs needed to be made and put in a work order immediately to get those corrected. We continued to look forward to trying to move up the homeowner and get this issue resolved as soon as possible. As we know the inconvenience, we continue to stand behind all warranties and honor those as agreed upon in the contract.

  
  

  Unfortunately, during the original install, a faucet was used that was on the older side and now has a small drip. Helitech offered to compensate the homeowner and recommended them to get a quote or invoice from a local plumber. Helitech will reimburse the homeowner for said invoice. Helitech does not pay a third party due to liability reasons as well, as protection for the homeowner.

  
  

  Once again, we apologize for the inconveniences and have continued to make the corrected items addressed as needed as soon as possible. We have been in  communication with the homeowner every step of the way and are still committed to making sure the homeowners issues are resolved 

  
  

  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/16/2025

  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.

  In May of 2024 and on February 13, 2025 salesmen came to our property (************************************) to provide a customer proposal for the ********************** of water intrusion in my crawlspace. It was discussed that a dry crawlspace was the goal of the work completed and no mention of grade being a cause. At no time was a water test completed to determine where ALL the water intrusion could be occurring. The salesmen made assumptions and completed the proposals. On March 4-5, 2025, a total of 33 feet of cracks were repaired and a dehumidifier was installed for a cost of $10,511. On April 23, 2025 I discovered that crawlspace still leaked. I have spoken with a customer service tech who inspected the property and **** ****, the customer service manager. I have reiterated the reason I hired Helitech was based on the trust and reputation this company upholds. I have made it quite clear in every contact from the initial phone call to the latest contact that I hired Helitech to provide me with a dry crawlspace. They should have determined ALL sources of water intrusion as part of the initial proposal for repairs. I am not an expert on foundations and I hired Heliterch as experts to completed a job and provide me with a dry crawlspace. They state that the cracks they repaired are not leaking (if they were even the source of intrusion) but I do not agree they provided the service I paid for, a dry crawlspace. Helitech should have determined the source of water intrusion and prepared a customer proposal to include *********************** of the found source. I paid Helitech $10,511 to provide me with a dry crawlspace and they failed to perform the job I hired them to do. I was told by **** **** that he would call me on Wednesday, May 14, 2025 and discuss his findings. Rather than call, on May 15, 2025 he sent an email denying that Helitech is responsible for the current water intrusion and any additional work to stop the water intrusion would would be at my cost.

  

  Business Response

  Date: 05/21/2025

  To whom it may concern,
  
  I am writing on behalf of Helitech to provide an update regarding the recent repairs and inspections carried out at the property of Mr.*****.
  
  On 04/17/2024, Helitech received a request from Mr. ***** regarding potential repairs to leaking cracks and pipe penetration points.Following this, site visits were conducted on 05/02/2024 and 02/13/2025 to inspect the identified areas. After the 2nd visit in Feb of 2025 Helitech proposed repairs to the leaking cracks and pipe penetrations as pointed out by the homeowner as the source of the problem.  The agreed-upon repairs were completed by Helitech on 3/6/2025.
  
  On 4/23/2025, Mr. ***** informed Helitech that water had been found in the crawlspace, and a service inquiry was put in place. **** ******* went out on 05/09/2025 to review the work and see what was happening with the area.  During the service inspection **** was able to confirm that all repairs that were recommended and performed by Helitech were functioning properly, with no warranty-related issues identified.  To be sure that the cracks that were injected were no longer leaking he did run a hose on the outside of the home to verify that the cracks again were not leaking.  When setting up to run the water **** also noted concerns with the grade around the home and a gutter downspout at the rear of the home. Shortly after starting the hose water began coming in over the top of the foundation wall thus explaining the water Mr. ***** had seen.  Again, none of the repaired cracks leaked from the hose test.  It was then discussed with Mr. ***** that the grade of the home had been raised over time and is now above the top of the wall thus causing a separate problem outside of the work recommended by Helitech.
  
  After careful review of the documentation and site conditions, we stand by our initial assessment that the crack repairs were necessary due to signs of water infiltration in the affected areas. While there was no active water intrusion observed during the initial inspection, we acknowledge the challenges in predicting future leakage without ongoing signs.We also identified improper grading and potential gutter issues as significant factors contributing to the moisture concerns.
  
  To address this issue Helitech recommends the customer remove the excess soil around the home and properly grade the yard away from the house.  The gutter downspout should also be buried to carry water away from the foundation.  This additional work was not part of Helitechs original plan of repair and therefore not covered under the warranty expressed in the signed contract.
  
  Per the agreement Helitech had recommended these items initially on the contract that the customer signed and agreed to:
  ********************** recommends all downspouts discharge at least 10ft from the foundation and all grading have a positive slope away from the house. HELITECH recommends cleaning and maintenance of gutters to prevent overflow.
  HELITECH recommends customer correct the negative grade that may also be contributing to the water issue in this area.
  
  I would like to also point out that Mr. ***** had Helitech testify on his behalf in a lawsuit that he filed against the previous owner shortly before the communication on 4/23/2025.  Mr. ***** was unsuccessful in getting the previous owner to pay for any repairs and after leaving the courtroom made a statement to the effect that Helitech caused him to lose the case because we could not specifically say that the previous owner knew of this problem.  This doesnt impact Helitechs ability to cover our warranty and carry out any repairs covered under the warranty, but might speak to Mr. ***** filing this complaint.
  
  Should you have any further questions or require assistance,please do not hesitate to reach out to us. Thank you for your attention to this matter.
  

• Initial Complaint

  Date:02/05/2025

  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.

  Complaint: 22903922
  
  I have reviewed the business' response and am rejecting it because:
  Helitech has improperly held $4,532 of mine since November, 2024. This money constitutes nearly the stated cost of the entire project ($4528). Helitech has not done any of the promised work.  Indeed, they only began contacting me once I filled a complaint through the BBB. None of their messages addressed the financial errors that were made. Rather, they focused on scheduling a day to complete the project. In short, helitech has not complied with their stated policy of collecting payment for their work once a project is completed. I believe that Helitech should respond by refunding my money as a fair way to admit to and compensate for their errors.
  
  
  Sincerely,
  
  ******** ****K. AN INVOICE WILL BE PROVIDED TO THE CUSTOMER FOR COMPLETION OF THAT PORTION OF THE WORK.

  

  Business Response

  Date: 02/12/2025

  We're truly sorry for the inconvenience that has been caused and owe Mrs. **** an apology. We've discovered that a clerical error occurred when changes were made to the agreed contract of your project. Unfortunately, these alterations didn't make their way over to our scheduling department after the modifications. In our attempts since we were notified of this error, we've left several voice messages and emails in order to arrange the scheduling of your project. Furthermore, we've also paid a home visit in an attempt to establish contact. We are eager and waiting on your response. Please let us know how you would like us to move forward with your project. We're dedicated to ensuring your satisfaction and look forward to hearing from you soon If you chose to continue with the contracted work. 

  
  

  

  Business Response

  Date: 02/18/2025

  Mrs. ***** we apologize for the error and will issue refund immediately due to the clerical error. We understand your frustration and except full responsibility for the error. If you have any further questions, please contact Helitech directly to resolve. 

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/16/2024

  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: 22565900
  
  I have reviewed the business' response and am rejecting it because:
  
  Please provide evidence that the siding was inspected as well as evidence that the ONLY water intrusion was at the top of the foundation and not elsewhere.  It is the opinion of many contractors that the water was intruding from the siding and been a problem for many years as documented by the same exact water spots on our bathroom wall.  We hired Helitech to prevent water entering our basement walls and your company fell short of its promise.   
  
  Sincerely,
  
  ****** ******s an issue in *******, there would be evidence of rotting floors and he further stated that there is no rotting floor whatsoever.Several contractors reviewed our issues and all quickly concluded that the water is (and always has been) from the siding. We hired and paid an additional $4,500 to repair the damaged flashing under the front exterior of our home and the installer clearly noted (and documented) proof of water at the level of the siding (the invoice as well as photos are included). Also included are photos of rotting wood near the edge of the wall.We expect a full refund ($6913.54) and we sorely regret hiring this company that we trusted. I have attempted to contact them multiple times to resolve this with little to no response from the company.

  

  Business Response

  Date: 11/25/2024

  To Whom It May Concern:
  
  I am writing on behalf of Helitech regarding the recent communication we received from Mrs. ****** concerning water intrusion issues at her property, specifically in the dining room area.
  
  Helitech completed a comprehensive home inspection in December 2021, during which we identified and addressed water intrusion concerns in the basement area. During the inspection Helitech found water intrusion over the top of the foundation wall, damage to the sill plate and downspout extensions that were not in good working condition and had signs of water building up in the area of concerns. Our representative, ***** ******,worked closely with Mrs. ****** to develop a solution that included the installation of new downspout extensions, an exterior sill plate drainage system, and repairs to the sill plate. The work was carried out by our production team in January 2022, and Mrs. ****** expressed satisfaction with the results.
  
  9/26/2024 Mrs. ****** has experienced new water intrusion issues above grade, unrelated to the work completed by Helitech in 2022. During a recent inspection conducted by our supervisor, *** ******, it was determined that the current system installed by Helitech remains in good working order, and the new issue appears to be a separate matter.
  
  While we sympathize with Mrs. ******** frustration, we must clarify that the recent water intrusion problem was not present or detected during our initial inspection and subsequent work in 2022. Helitech stands by the quality of our completed contract obligations and respectfully declines any request for a refund relating to the new issue.
  
  We deeply regret any inconvenience this situation has caused Mrs. ******* We value our customers' satisfaction and trust we are dedicated to upholding our professional standards.
  
  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to contact us directly
  

• Initial Complaint

  Date:10/04/2024

  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.

  May 9th 2024, Helitech came out to install a sump pump at my mother's home. While they were doing the outside install they cut a gas line that was to our outdoor light, saying that it wasn't marked (it was) and also stating it's a private line and it's not their responsibility.

  

  Business Response

  Date: 10/10/2024

  To Whom it May Concern
  I am writing on behalf of Helitech regarding the recent installation project at Mrs. Love's residence on May 9, 2024. As agreed, upon, Helitech conducted an inspection and installed a sump pump pit and discharge line system at the property. During our initial discussions, both Helitech and Mrs. Love were made aware of their respective responsibilities to ensure a smooth project execution. Specifically, the contract outlined that the homeowner was responsible for locating any private utility lines in the work area before our team began the installation.

  On May 2, 2024, Helitech followed standard procedure by initiating the process to locate all public utilities. Then, on May 7, 2024, our customer care representative confirmed the installation date with Mrs. Love and reminded her of her responsibilities as outlined in the contract.

  On May 9, 2024, Helitech’ s production team arrived on-site to prepare for the installation. The public utilities were properly marked, and the team began the excavation process cautiously, using hand tools. However, during trenching, the crew unexpectedly encountered an unmarked private secondary gas line, resulting in a disruption. We immediately communicated with both the homeowner and the gas company.

  Upon further investigation, it was confirmed that the gas line in question was a private utility line, located outside of the marked public utilities. While we understand the inconvenience and potential cost implications, Helitech cannot be held responsible for damage to private utility lines that were not marked, as the contract clearly stated that marking private lines was the homeowner’s responsibility.

  Given this, we respectfully request that this complaint be dismissed, as it does not represent a valid claim against Helitech. For clarity, we have attached photographic evidence showing the properly marked public utility lines and the affected private gas line.

  Helitech values its clients and always strives to deliver projects smoothly and professionally. We appreciate your understanding and cooperation in this matter.

  If you have any further questions or require additional information, please feel free to contact me directly.
  

  
  

  

  Business Response

  Date: 10/18/2024

  I hope this email finds you well. I am writing to address a
  concern regarding a recent complaint that will be posted on our company's
  profile. We believe that the complaint in question is invalid and does not
  accurately represent the situation that occurred.
  
  The complaint pertains to an issue regarding a private utility line that was
  not properly marked, resulting in what we believe was a misunderstanding on the
  part of the complainant. In light of this, we kindly request your assistance in
  removing this particular complaint from our profile on the website.
  
  At Helitech, we place great emphasis on maintaining a positive reputation and
  ensuring that any feedback or reviews about our services are fair and accurate.
  We take pride in the quality of work we deliver and strive to address any
  concerns or issues our customers may have in a prompt and satisfactory manner.
  
  We trust that you will review this matter with fairness and understanding, and
  we would greatly appreciate it if you could assist us in resolving this issue
  by removing the complaint from our profile.
  
  Thank you for your attention to this matter. Please do not hesitate to reach
  out to me if you require any further information or clarification.
  
  Warm regards,

• Initial Complaint

  Date:05/28/2024

  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: 21771804
  
  I am rejecting this response because:As to Helitechs list of what they call outstanding issues. There are question repetedly asked of Helitech that have been left unanswered and ignored. These questions were clearly voiced in a conference call with Production Manager **** *****, myself, my fiancee ****** and home construction expert ******* *******. Also in an Email conversation with Helitechs Production Manager **** Vollenger on May 23 and 24th. Reputing the list as provided by Helitech. We asked that Helitech be spcific on what portion of wall is to be replaced. There is a dispute as to how much of the newly built foundation wall is to be replaced. The question of "what will the joint of the two sections of wall will be. Has been left ignored and unanswered. A flush **** joint is unacceptable. We as a customer have paid ********************** to have a crack in the foundation be removed. Not to be replaced with a new crack/seam. 

  The homeowner built and placed supports under this section of the home five years prior to this work be preformed by Helitech. During the demolition and construction of the foundation. The Helitech work crew solely used these supports to support our home. Helitech has ignored the question of "What engineer viewed and gave the approval to use these supports?" This question has been left unanswered and ignored.

  An electrical junction box was removed without any prior approval from us. The wires to the junction box were just cut off leaving bare electrical wires exposed at the junctoion box. Obviously no trained electrician did this. When asked in the phone conversation with **** ***** on 5/17 and in emails to Helitech. What electritian was used to remove and what electrician will be used to replace the electrical line? Has been ignored and unanswered. The requst by us in phone as well as email conversations. That the team who worked on our home not be allowed to return due to the incompetent nature of the work done. Has been ignored and unanswered.

       We are happy to see that every aspect of this botched job has been agreed to by Helitech Production Manager **** ********** in an Email on May 22. The wall incorrectly constructed, The ******** and beams that were to support three floor joist and only supported two, the 8' beam and 2 ******** did not come into contact with the joist that it was intended to support, the electrical line for a pigtail tie into a generator was removed by 

  an untrained Helitech employee and that in no way were the supports attached to the floor joist as required. All of this along with the fact that the two ******** that only supported two instead of three floor joists was confirmed to be a Engineering flaw by Helitech in our phone conference. A single ******** placed directly centered under all three joist would be set to close to the retention wall. 2 ******** would be needed on both sides of the failing floor support to proplery distribute the weight without further damaging the homes foundation. An obvious flaw in Engineering or the transfer of information by Helitecs Project Specialist ***** *******. 

  
  

  
  

   General **************** ***** claim that we never refuted the list of adjustments proposed by Helitech is oulandish at best. The claim of simple "Adjustments" by Mr. ***** is offensive. A excavation of a homes foundation, removal and replacement is a major job. The blunders of the Helitech team given the duty to properly preform the work as described in our contract. The fact that in no way did Helitech do any work in leveling the floors as described in our contract. Has been clearly defined in our email conversations. Payment was made and no service was rendered. Payment for work not preformed is ridiculous. Helitech has in no way shown they posses the ability to do such work properly. These truths in no way 

  .gives us trust in Helitech to do further work on our home. Me personally be present to oversee the work being completed by Heiltech is not possible. Losing my income for that time would be a penalty to me the consumer. Request for reimbursement of my time to do so has been ignored and unanswered.

  The request for reimbursement of funds is in the hope that a competent company can do the work ******* was contracted to do. 
  
  
  
  Sincerely,
  
  ****** ***

  the floor joist as our contract states. Grading, seeding and straw was never attempted as contracted. The failures of workmanship, engineering, customer support and supervision from *******. Have been agreed to by both parties. Trust between we the customer and the business has been broken by Helitech. The contractual agreement has been broken by Helitech. No clear resolution has been expressed by Helitech as requested in writing by the customer. The customer is requesting that all funds given to Helitech. Minus the cost of four Helic Peirs. Be returned to the customer.

  

  Business Response

  Date: 06/10/2024

  On 4/9/2024 Helitech Project specialist ***** ******* completed a full inspection of Mr. **** residence and proposed solutions to address concerns at the residence.   
  Helitech returned to the homeowners residence on 5/9/2024 to complete our contracted work. The scope of work included rebuilding a portion of the foundation with block walls,installing 1 helical pier, adding a secondary support beam, and 4 HSC support posts on rock footings. The project was completed on 5/14/2024.
  
  Following the completion of the project, Mr. *** contacted Helitech regarding the work carried out at his residence. In response to the homeowners feedback,our production Superintendent, Mr. **** *****, conducted a site visit on 5/16 to discuss and address the homeowners concerns. Subsequently, a detailed list of items requiring attention was discussed in a phone conversation on 5/17,during which Helitech expressed our willingness to revisit the customers home to address the outstanding issues. Helitech notified Mr. *** via email to confirm the list of items to be addressed.  Mr. *** never refuted the list of items that were outstanding, instead, Mr. *** responded with a refund demand and a threat to contact the BBB and Attorney General (which he has).
  Despite Helitechs Production Manager and General Manager reaching out to Mr. *** on 4 or more occasions from 5/21 5/29, he refuses to let us back on site to correct the issues and do further investigation without an unreasonable refund.
  
  As of the most recent correspondence on 5/29, Mr. **** ***** reiterated our commitment to resolving Mr. **** concerns and expressed Helitech s readiness to dispatch production crews with management oversight to their property. We remain eager to rectify the outstanding issues and ensure Mr. **** satisfaction with the completed project.
  
  

  

  Business Response

  Date: 06/28/2024

  Helitech has consistently requested dates and times to visit the site and proceed with the necessary adjustments. While we acknowledge the homeowners concerns , it is important to note that certain questions can only be accurately answered once we are onsite and commence the process. In addition, the extent of wall removal and replacement required is contingent upon a thorough evaluation of the original wall build. It is crucial to clarify that the assertion of a **** joint being sufficient is inaccurate and does not align with standard construction practices.
  
  We are committed to resolving these matters and have reiterated our willingness to address the issues with Mr. *** multiple times. Our original proposal clearly outlines the scope of work and the specific inclusions. Given the prevailing circumstances, we believe that engaging in mediation might be the most effective way to bring this matter to a swift and amicable resolution.
  
  We kindly request the homeowners cooperation in facilitating the scheduling of a meeting with Helitech to finalize the necessary adjustments and clarify any outstanding queries.
  We look forward to working together to reach a mutually agreeable resolution.

  Customer Answer

  Date: 09/23/2024

  Complaint: 21771804
  
  I have reviewed the business' response and am rejecting it because: this response was also submitted to the Attorney General of ***************. Helitech is stalling in the hopes of no response from me on this matter. We are waiting for a mediator from The ****** to take this case. Or the State of Kentucky Attorney General to take action. That is the next step unless Helitech decides to take responsibility for it's horrible action and settle this case.
  
  
  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 12/13/2024

  01/03/2025  KH: Called the consumer, no response, unable to leave a message due to their vm not being set up.

  01/08/2025 KH: I spoke with Mr. ****** ***, he stated to me that there has been no resolution with the business, he stated that he has tried to allow the business to come back to finish the job at a time suitable for him, and they refused. He is a truck driver, who is on the road for more than 60 hours a week and was trying to work with the business to have his complaint resolved, he has informed me that he now does not trust them to follow through and is seeking a refund and he needs to hire someone else to complete the job.

  03/7/2025 KH: ************** to discuss the business response from my mediation meeting with them on 3/6. he has informed me that what general manager, Mr. ***** offered in the amount of a refund for $1,750 on a job that cost $33,000 was not completed satisfactorily and expressed was unacceptable he also mentioned the business's refusal to visit on his day off. I explained to *** that if he chooses not accept the refund, that the business has agreed to proceed to arbitration. *** indicated he was open to moving towards arbitration as the refund was not satisfactory. I advised that his complaint would now be moved to Mediation Director and that he would receive and update, and/or an ATA for him to sign and be sent back to BBB as soon as possible.

   

  

  Business Response

  Date: 01/14/2025

  01/14/2025 KH: Called the business, spoke with *******, she stated complaint handler was not available, but would send a message with provided contact & complaint information to **** **** for a return call.

  3/5/2025 KH: Mediation Email has been sent to **** ****.

  3/6/2025 KH: Spoke with **** **** and General Manager **** ***** during our brief mediation meeting, and they are willing to offer a $1,750 refund but prefers Arbitration for any further disputes on this complaint if consumer decides to disagree. They both have expressed a desire to inspect the issue in question before agreeing to any refunds, Mr. ***** stated they have also previously requested to visit but have not received a suitable response from the consumer and has been difficult to coordinate with due to his schedule. I will move forward with contacting consumer to discuss this.
  
  

   

• Initial Complaint

  Date:05/28/2024

  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.

  On April 9, ********************** from Helitech assessed the situation He identified that the system was probably clogged and needed to be flushed out, requiring a second technician for the job. ********************** also informed my wife that all the containers along the wall would needed to be remove for them to do their job. Despite this, when ********************** returned two weeks later, he came alone. During this visit, he informed me that the blockage was in two locations: near the basement exit door, approximately 3 feet from the ********, and another uncertain location behind the drywall along the west wall. He instructed me to remove the drywall, which I agreed to do promptly.Helitech suggesting the installation of piers to prevent mud from entering the basement, attributing the issue to a shift in the house foundation. This proposed solution did not address the immediate problem of water backing up in the basement. I contacted ********************** to emphasize the urgency of resolving the drainage issue, but he insisted that installing piers was necessary and offered no immediate solution for clearing the existing mud from the drainage system.As of today, May 27, 2024, 48 days after the first inspection and 71 days since my initial call, Helitech has neither addressed the drainage problem nor contacted us to resolve the issue, despite several major rainstorms exacerbating the situation.Subsequently, a personal acquaintance with expertise in similar systems assessed the situation. He discovered that the issue was caused by a groundhog burrowing near the foundation, not a structural shift. After addressing this, my basement has not flooded, even after multiple significant rainfalls.Helitech's refusal to honor their warranty and their focus on selling an unnecessary solution is unacceptable. They have failed in their duty to provide appropriate service under the warranty and have caused undue stress and potential damage to my property. should have not had to pay someone else.

  

  Business Response

  Date: 06/03/2024

  Helitechs **************** manager ***************** conducted a site visit to address the issues **************** has experienced. During this visit, a comprehensive discussion took place, leading to the mutual agreement on a plan of action.This plan includes maintenance on the current waterproofing system, which is covered under warranty, as well as an additional project that the homeowner has decided to purchase.
  
  We sincerely apologize for any lack of follow-up or communication from our end during ****************** previous experience. Please rest assured that Helitech is dedicated to achieving 100% customer satisfaction and providing exemplary service to all our valued homeowners. As such, we are pleased to inform you that the concerns raised have been effectively addressed and resolved.
  
  In light of the agreement reached, we consider this matter officially closed.We greatly appreciate the homeowners understanding and cooperation throughout this process. Furthermore, we are pleased to acknowledge that **************** has agreed to remove the complaint, indicating the homeowners satisfaction with the proposed resolution.
  
  

• Initial Complaint

  Date:12/07/2023

  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.

  Dear BBB, 

  Thank you so much for your help! We are all really lucky to have you all as a resource!

  I have already been contacted by Helitech, and they are working on fixing the work to correspond to the original agreement. I was wondering if I could pause the complaint process and see how the work goes before proceeding. They seem very concerned about appearing to fail to respond to the complaint, and they are already being very proactive. 

  Many thanks!

  ***

  to listen for cracking and that they would try to elevate the stairwell as much as possible -- this was not really possible given the height of the pier that they brought. It was also clear to the team that two piers (nevermind the one pier that they actually brought) were inadequate for the objective of elevating the stairwell, and that the initial design was flawed. The team also did not cover the drain in the basement, allowing cement dust to enter. The drain began draining very slowly. The piers also are not fixed to the frame of the house, as they should be.In short, the initial bid seemed inadequate to the objective of the work, the team that came to complete the project was poorly informed and ill prepared to complete the work, they did not install two piers as stated in the contract, and they did not properly prepare the worksite to protect the drain.

• Initial Complaint

  Date:12/01/2023

  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.

  3 piers were putI in our Basement May 2023. A few months later basement is cracking up and down walls and all on the floor around the Piers. There is even a large crack from inside the basement going all the way outside the house. We have been paying off loan. Had worker come back out in September to look the damage and He tried selling us a 13,000 project for what he said was bowing walls. Amount was requested from loan company and was denied due to us getting other bids and them saying walls not bowed and that piers were put in wrong spots. Helitech management came out to look at house and they said basement walls not bowed and we did not need that done. Management also said that he cannot fix anything w basement due to not knowing what’s going on and that we would have to pay for it if we did. The worker that originally gave us quote for first job did NOT save our measurements so they have no measurements to go off of to even see how basement has changed. They can’t give us any answer about what happened other than we are trying to prevent this from happening again and that we have no record of what the measurements were. Here are pictures of what happened after pier placement and the two w dogs are a picture of it not have cracks before project was done.

  

  Business Response

  Date: 12/07/2023

  To Whom It May Concern:
  ***** And ******* ********* contacted Helitech 1/30/2023
  reporting he had cracking in his foundation walls that had previously been pier
  by another company in 2007 and then again in 2020. He reported there was a
  repaired crack that had been epoxied and injected that had cracked back open
  and 2 more cracks as well located on the front wall. The company who installed
  the piers were no longer in business.
  On 2/2/2023 a Helitech project specialist completed a full
  inspection with Mr. ********* and presented his findings. At the time of the
  appointment Helitech recommended 3 addition piers to be installed on the front
  wall starting the spacing of the previous companies’ piers. Mr. *********
  agreed with the proposal and entered into a contract with Helitech to install 3
  Resistance Piers on the front foundation wall. This work was to be performed
  from the interior of the home. During the inspection the Helitech specialist
  documented the multiple cracks on the front foundation wall which included
  adding a date next to the crack and taking a photo. The basement floor also had
  noticeable cracks throughout the basement including cracking through the
  previously installed pier locations.  
  On 2/3/2023 a $100.00 deposit was received via credit card
  to lock in the agreed upon price and the homeowner would finance the remaining
  balance of the project cost.
  On 2/22/2023 Helitech requested funds for the remaining
  required deposit amount as agreed upon per the signed contract. The homeowner
  approved the release of the funds in the amount of $3297.36. The Remaining
  balance of $3197.38 would be due after completion of the project.
  On 2/22/2023 Helitech submitted to the city of St. Peters
  Missouri for a permit as required for the agreed upon contract.
  On 3/10/23 Helitech Scheduling contacted Mr. ********* to
  give a tentative time frame of the 2nd or 3rd week of
  April 2023. 
  On 3/28/2023 Helitech customer care dept contact the
  homeowner to finalize the install dates and due to homeowners’ availability, an
  install date of 4/25/2023 was given and confirmed.
  On 4/17/2023 a final confirmation was made for the install
  date of 4/25/2023. This was sent via email.
  On 4/25/2023 a Helitech production crew arrived to complete
  the install of the 3 resistance piers to be installed as agreed upon. The
  install had no issues and was installed per Helitech specs and the city permit
  and inspection passed to close out the agreed upon contract.
  In September 2023 ***** contact the project specialist with
  concerns as 1 new crack had appeared on the front wall over the last pier
  location. The project specialist set up a visit per the request of the
  homeowner to perform a 2nd inspection. During this visit the project
  specialist completed an inspection which showed a rotation of the front
  foundation wall and provided a proposal for wall stabilization.
  Helitech never requested funds from the finance company
  pertaining to the 9/20/2023 proposal.
  On 10/16/23,    The
  homeowner called into the Helitech office.  He said we did work for him, we installed
  piers and now he is having more damage since the piers were put in, he said
  that his specialist came out and looked at it some time ago. He would like a
  supervisor to come out this time and look to see the damage of it and would
  like to get a 2nd opinion from Helitech.
  During the request to send a Helitech service technician out
  to the home a customer care rep made an error in scheduling and tired to
  schedule the appointment for the proposed work vs a normal service appointment
  this error was caught the appropriate contact was made a service appointment
  was scheduled for 10/20/2023
  On 10/20/2023 Helitech sent out a senior service tech to
  perform a full inspection which included shooting a transit and taking
  benchmarks to determine foundation position. This included the technician
  adding several more benchmark pins to have greater data points. During this
  inspection it was noted the front wall has rotation but the is an outward
  rotation which is common when settlement of a foundation occurs and it was
  determined wall stabilization was not needed. The Helitech service tech
  returned to the office to review findings with management. After reviewing the
  information, a 2nd meeting was setup with the homeowner.
  On 11/3/2023 Helitech Service Manager and Service technician
  visited the residence to go over findings and concerns. During this visit Mr.
  ********* stated he had 3 other companies perform inspections that recommend
  more piers throughout the home. Mr. ********* stated he believes his original
  Helitech specialist should have recommend more piers and requested 1 or 2 piers
  be installed at not cost to the homeowner. During the visit it was observed
  damage in drywall located throughout the middle of the home which included the
  kitchen area. Measurements taken from the previous visit were discussed with
  the homeowner and shown to the homeowner that also showed the center beam/ post
  were lower than the foundation walls which could be cause for the damage
  throughout the center of the home. A recommendation of returning in 3 months to
  shoot a final set up numbers before any recommendation were made was agreed
  upon.
  On 11/15/2023 Helitech service manager spoke to ***** again
  regarding the concerns at this time ***** became agitated and said that this
  was not acceptable, and he is not happy with the way this is playing out. I
  explained to him the information as I see it. I also explained to him that his
  request for Helitech to pay for additional services would not be acceptable and
  future work would be at a cost to the customer he was not pleased with that and
  said we are changing the story, and he does not agree with anything we have
  said or done, he also now claims the piers are failing. When i told him that
  was never the case, and his request was for us to add piers he got really
  upset.
  I also disputed the claim he keeps making about trying to
  take more money out for the new project we bid and explained to him the request
  for funds was due to the fact that the piers never got approved for the final
  payment.   I also asked him if he spoke to accounting, he
  said no. He claims the full amount has been paid and he has been paying on the
  amount. I told him that was not the case and he hung up on me. I verified all
  information with our accounting department, they have proof that only the first
  half was paid and the rest was declined. I Left voicemail on both numbers after
  ***** hung up on me.
  To date the final payment for the previous project that was
  completed on 4/25/2023 has not be received and the homeowner has an outstanding
  balance of $3197.38. Helitech accounting has spoken to the homeowner multiple
  times to clear of the confusion with the financing and the claims that were
  made that Helitech tried to open a 2nd loan. Helitech has never
  tried to open a 2nd loan nor draw funds for this loan the only
  request made to the finance company has been regarding the original project.
  I have included photos to show the previous damage that was
  present prior to Helitech performing any work at the home.
  As well as verbiage per the agreed upon contract to address
  some of the homeowner claims. On Page 5 of the contract, you will find the
  Addendum which states Cosmetic damage may occur during lift. For example, old
  cracks may open, new cracks may appear and door and windows may have to be
  realigned. This is a natural phenomenon of lifting a structure. Helitech is not
  responsible for these repairs.
  After a lift, cosmetic repairs to your structure should not
  be attempted until (6) months to a year has passed. The structure needs time to
  adjust to the new elevation. Of course, we will lift slowly and with extreme
  care, however, it is still faster than the settlement you are experiencing.
  Helitech will install monitoring pins (bench marks) in work
  area. Customer acknowledges this if for Helitech’s internal use only.
   I have also attached
  the current invoice that shows the remaining balance that has not been paid in
  full as of 12/7/2023
  Helitech has fulfilled its obligation contractually and
  provided additional recommendation to monitor the home to the customer at this
  time.
  Helitech
  requests that this Homeowners complaint be stricken from the record. The
  homeowner’s complaint is not valid nor truthful and is a misrepresentation of
  the facts.
  
  

• Initial Complaint

  Date:06/27/2023

  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.
  
  *************************************************

  

  Business Response

  Date: 06/28/2023

  To Whom it may concern:
  ****************** contacted Helitech 6/2/2023 for a home inspection pertaining to foundation concerns. Helitech scheduled an appointment for 6/6/2023 for a Helitech technician to complete the inspection as requested.On June 5th ****************** called and requested the appointment to be cancelled. The appointment was cancelled on June 5th and the refund process was turned into the Cancellation/ refund department. Helitech was contacted the following week by the homeowner to follow up on the refund. ************* the Helitech representee followed up with accounting to see when the refund would be processed.
  ****************** did call and speak to ************** on a few occasions following up on the refund. The refund was issued within 14 days of being contacted by ******************. The Transaction was finalized, and homeownerscard was credited on 6/27/2023.

  ************ the **************** Manager follow up with ***************** on 6/28/2023 to verify that he has received the refund. ****************** has received the refund credit. At this time ****************** is satisfied with the outcome of the transaction.

  
  Transaction Info
  Date
  ************************* - REFUND 444078
  Receipt Number
  Invoice Number
  6/27/2023 10:49 AM
  
  
  270904
  Totals
  Subtotal
  Total
  ($300.00)
  ($300.00)
  Card Refund
  Card Brand
  Card
  Amount Tendered
  Visa
  Card ending in 0131
  $300.00
  
  Helitech has provided the copy of the transaction that cleared on 6/27/2023.
  Helitech requests that this customer complaint be stricken from the record. Helitech followed all protocol regarding what the customers state requires in regards to Cancellation process and refunding of the deposit. We believe this is not a valid complaint and request removal of complaint at this time.