Complaints

This profile includes complaints for Acculevel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acculevel, Inc.

  8233 West State Rd 26 Rossville, IN 46065-9582

  
• 

  Acculevel

  1600 Centreville Ave Belleville, IL 62220

  
• 

  Acculevel, Inc.

  115 5th Ave Rochelle, IL 61068

  
• 

  Acculevel

  2605 Emma Ln Mansfield, OH 44903

  
• 

  Acculevel

  441 Cleveland Ave Owosso, MI 48867

  

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:06/04/2025

  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.

  Work *** 6/3/1025. Excavation area was not backfilled properly. Pictures taken 6/4 /2025. Contact at company does not return texts or calls

  

  Business Response

  Date: 06/13/2025

  Thank you for reaching out and informing us of the settling of the dirt....we have already remedied this situation and the area where there was concern is now corrected. 

  We typically allow for the dirt to natural settle but in this situation the air conditioner HVAC unit sat in this area which caused quicker settling of the dirt. We added more dirt to the area and corrected the sinking of the A/C unit. 

• Initial Complaint

  Date:05/28/2025

  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.

  I contacted Acculevel for basement repair. This process was started in November. January the price changed. Then when called out they changed it again. They finally gave me a date 3 months after that (now 5 months in). They show up and have excuses of not doing the job and needing to comeback. They came back a week later changed no plans then gave me a date for another month later. In that time my ceiling has fallen. I told them they obviously don't want to do the job and told them to cancel it. Then 4 days later they are trying to strong arm me in to doing a job they failed to do. I found someone else who can do it in 2 months. They said I had 3 days from the contract signing but they didn't keep their end and do the job before more damage was caused. Now I have to pay extra to repair that damage as well.

  

  Business Response

  Date: 05/29/2025

  We appreciate the opportunity to respond to this customer's concerns and sincerely regret any frustration they have experienced during this process.
  From the beginning, we have remained in consistent communication with the customer regarding the necessary steps required to complete the project. The timeline has been impacted by several critical factors outside of our immediate control, including permitting delays, required engineering assessments, and adjustments to the original scope of work. These adjustments were essential to ensure that the work performed would be accurate, structurally sound, and aligned with safety and compliance standards.
  The changes in price were directly related to these scope adjustments, which were discussed with the customer as new information and requirements became clear. Our goal has always been to provide a thorough and lasting solution, and we have acted in good faith throughout the process.
  The project is currently scheduled to begin on 5/30, and we are prepared to move forward as planned. We do not take lightly the customers concerns about the condition of their property, and we regret that any delays may have contributed to further issues. However, we strongly refute any claim that we attempted to "strong arm" the customer. Our communication has been aimed at fulfilling our commitment and ensuring the necessary repairs are completed properly.
  We remain committed to resolving this matter professionally and respectfully and are available to further discuss any concerns the customer may have.

• Initial Complaint

  Date:05/11/2025

  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.

  2/17/25. Sales *** came out to give me a quote to straighten my walls. I had to wait for my funds. I gave my check to the sales *** 3/14/25. Full payment of $33,819.83. I was advised someone would call me in a week to schedule the work to be done . No call, I made several calls and ended have to file a complaint with the IN office to gat the work started. On 5/1/2025 the cre showed up, I fired them at 2 hours. They were not going to straighten my walls.The work I paid for was to make my walls straight and water proofing. When the crew came to start the project they needed several things that ***** ********** stated would be taken care of by the basement crew. ***** asked how straight could they make the walls. Several laughed and the supervisor stated " we are not making the walls straight, we are going to put a band and plates on so they do not move any further"I called **** from the main office and he sent ***. I spoke with *** and explained to him that this is not what I paid for and I wanted a refund he said he would take care of it and call me later that afternoon. No call was received from ***. I received a call from ****** with a new quote and advised that it was out of my budget. I stated I would like my payment refunded. ****** called me on Friday and advised me that the company was keeping 50% of my full payment with no explanation or Itemized bill. I called **** for further assistance. **** text me stating that ***** VP would be calling me. I did not receive a call from ***** instead I received a call from ****** who abruptly stated he was bringing his director on the line. His director stated he was assigned to make everyone happy I advised him on all the events that had taken place and he stated he would work on it and call on Saturday on his personal phone. He called and offered a new deal at just under *********. I asked for an itemized quote. Have not heard for anyone since

  

  Business Response

  Date: 05/12/2025

   

  Please review....this was an uphill battle from the very beginning. Customer gave us a 1 *********** review after sales *** left the home based solely on what she read, no work was done. 

   

  We appreciate the opportunity to respond to this complaint and provide clarity regarding the project timeline, expectations, and the efforts made by our team to resolve the situation.
  First, we want to express our genuine regret that this customers experience did not meet expectations. Acculevel is committed to high standards of customer service and quality workmanship, and we take all feedback seriously to continually improve.
  Initial Consultation and Sales Process
  On February 17, 2025, our sales ***resentative, ***** **********, visited the property to assess foundation issues, specifically bowing walls. ***** provided a detailed quote for a wall stabilization system with waterproofing, based on the conditions observed and the discussions during that meeting.
  The customer indicated they needed time to secure funding and later submitted full payment of $33,819.83 on March 14, 2025, confirming their intent to proceed with the quoted scope of work.

  
  Standard Project Scheduling Timeline
  A typical project of this size requires approximately 45 days to complete all pre-construction tasks. This includes:
  Obtaining appropriate permits
  Finalizing engineering approvals
  Coordinating internal crews and equipment
  Ordering and scheduling delivery of specialized materials
  While we strive to expedite this process when possible, our goal is always to ensure compliance, quality, and safety. We understand that the customer was eager to get started, and we acknowledge that our communication during this waiting period could have been clearer.
  Work Start and ****************************** arrived to begin the job on May 1, 2025, within the standard project timeline. However, shortly after arrival, the customer halted the work, stating that they expected the walls to be physically straightened to their original position. The method we quoted and were p***ared to install was a stabilization system (using anchors and bracing), which is standard and industry-approved for halting wall movement, not necessarily reversing existing deflection.
  Our team had not begun any structural alterations when the job was stopped. The only activity that had taken place was job site setup.
  Immediate Response and Resolution Efforts
  Upon notification of the issue, our Operations Manager arrived onsite within 20 minutes to assess the situation and answer questions. Afterward, multiple senior team members, including *** and ******, followed up with the customer to better understand their concerns and offer options.
  To meet the newly stated expectation of wall straightening, we developed a revised quote for a more intensive structural project. This new solution required more excavation, labor, and equipment, and came in at just under $50,000. The price was comparable to quotes the customer received from two other ***utable contractors, confirming the pricing was appropriate for the requested scope.
  The customer declined this offer due to budget concerns. We also offered a partial refund, accounting for non-refundable project planning, materials, and labor allocation costs. Unfortunately, we were not able to reach an agreement.
  Final Notes and Current Status

  
  To date:
  Substantial time and company resources have been invested in engineering, logistics, and scheduling
  A partial refund offer was extended in good faith, the customer signed the 3 day right of recission and we were past that date. Due to this we returned 50% of the total job. 
  

  
  Summary:
  This project presented challenges in alignment between initial expectations and the technical reality of the solution quoted. We regret that this wasnt fully clarified at the outset and are taking steps internally to strengthen communication during the sales process to avoid such misunderstandings in the future.
  We remain committed to treating customers fairly, and to standing behind our work and ***utation. While we understand this customers frustration, we believe we made every effort to resolve the matter respectfully and professionally. We wish them the best in completing their home ***airs and are open to further discussion if they wish to revisit any proposed solutions.

  

  Business Response

  Date: 05/14/2025

  We appreciate the opportunity to respond to this complaint and provide clarity regarding the project timeline, expectations, and the efforts made by our team to resolve the situation.
  First, we want to express our genuine regret that this customers experience did not meet expectations. Acculevel is committed to high standards of customer service and quality workmanship, and we take all feedback seriously to continually improve.
  Initial Consultation and Sales Process
  On February 17, 2025, our sales representative, ***** **********, visited the property to assess foundation issues, specifically bowing walls. ***** provided a detailed quote for a wall stabilization system with waterproofing, based on the conditions observed and the discussions during that meeting.
  The customer indicated they needed time to secure funding and later submitted full payment of $33,819.83 on March 14, 2025, confirming their intent to proceed with the quoted scope of work.

  
  Standard Project Scheduling Timeline
  A typical project of this size requires approximately 45 days to complete all pre-construction tasks. This includes:
  Obtaining appropriate permits
  Finalizing engineering approvals
  Coordinating internal crews and equipment
  Ordering and scheduling delivery of specialized materials
  While we strive to expedite this process when possible, our goal is always to ensure compliance, quality, and safety. We understand that the customer was eager to get started, and we acknowledge that our communication during this waiting period could have been clearer.
  Work Start and ****************************** arrived to begin the job on May 1, 2025, within the standard project timeline. However, shortly after arrival, the customer halted the work, stating that they expected the walls to be physically straightened to their original position. The method we quoted and were prepared to install was a stabilization system (using anchors and bracing), which is standard and industry-approved for halting wall movement, not necessarily reversing existing deflection.
  Our team had not begun any structural alterations when the job was stopped. The only activity that had taken place was job site setup.
  Immediate Response and Resolution Efforts
  Upon notification of the issue, our Operations Manager arrived onsite within 20 minutes to assess the situation and answer questions. Afterward, multiple senior team members, including *** and ******, followed up with the customer to better understand their concerns and offer options.
  To meet the newly stated expectation of wall straightening, we developed a revised quote for a more intensive structural project. This new solution required more excavation, labor, and equipment, and came in at just under $50,000. The price was comparable to quotes the customer received from two other reputable contractors, confirming the pricing was appropriate for the requested scope.
  The customer declined this offer due to budget concerns. We also offered a partial refund, accounting for non-refundable project planning, materials, and labor allocation costs. Unfortunately, we were not able to reach an agreement.
  Final Notes and Current Status

  
  To date:
  Substantial time and company resources have been invested in engineering, logistics, and scheduling
  A partial refund offer was extended in good faith, the customer signed the 3 day right of recission and we were past that date. Due to this we returned 50% of the total job. 
  

  
  Summary:
  This project presented challenges in alignment between initial expectations and the technical reality of the solution quoted. We regret that this wasnt fully clarified at the outset and are taking steps internally to strengthen communication during the sales process to avoid such misunderstandings in the future.
  We remain committed to treating customers fairly, and to standing behind our work and reputation. While we understand this customers frustration, we believe we made every effort to resolve the matter respectfully and professionally. We wish them the best in completing their home repairs and are open to further discussion if they wish to revisit any proposed solutions.

  Customer Answer

  Date: 05/14/2025

  The company did not put 45 days of time into my project. I had to call the county about the permit and was told Acculevel had not contacted them. There were no several hours put in to my project nor any material brought to my location or left at the location. 
  I Have hired an attorney to Proceed with legal action.

   

  Customer Answer

  Date: 05/14/2025

  The company did not put 45 days of time into my project. I had to call the county about the permit and was told Acculevel had not contacted them. There were no several hours put in to my project nor any material brought to my location or left at the location. 
  I Have hired an attorney to Proceed with legal action.

   

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The company did not put 45 days of time into my project. I had to call the county about the permit and was told Acculevel had not contacted them. There were no several hours put in to my project nor any material brought to my location or left at the location. 

  I Have hired an attorney to Proceed with legal action.
  
  Regards,
  
  ******* *****

  
  

  

  Business Response

  Date: 05/27/2025

  Unfortunately it seems we are at an impasse as customer has decide to hire an attorney to address their concerns. We have followed our process and the termination process outlined in our agreement. 

   

  Best Regards, 

  ****

• Initial Complaint

  Date:05/10/2025

  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.

  I paid Acculevel $6,490 for crawl space work: weep holes in foundation blocks would direct water into a perimeter geo channel (**) drainage and drain to a sump pump to eject the water. In Dec. 2025, the install crew came on three trips. The soil past the ** drainage became moist after rain. I asked Acculevel to ensure the ** grading properly drained to the sump. On their final trip, they supposedly corrected it.With recent rains, wetness is still spreading from the **, including spots that used to be dry before Acculevel's work; photos 1, 2, and 3 show how it's getting worse. The rains also cause puddles in the crawl (photos 4 and 5). The project manager came to inspect and stated there shouldn't be such wetness past the **. He created a service request, stating "the water being transported through the drainage system is getting stuck" along the north wall. A service tech stated there was "no evidence" of water crossing the **, which is contradicted by the photos. The tech claimed the puddles were coming from beneath a pillar in the center of the crawl; even if true, it fails to explain the water stemming uphill at the **. Wet soil leads down from the ** drainage toward the puddles (photos 5 and 6). I spoke with the service manager, who said water can get past the ** depending on the crawl.I was promised a system that would direct and eject water out of the crawl, but I've received a system that delivers extensive wetness and puddles. Acculevel has given inconsistent explanations: that water is crossing the ** and requires service (as the photos clearly show), that water is not crossing the ** (in clear contradiction to the photos), that water can cross the ** depending on the crawl (which is not what I signed up for). Acculevel employees cannot provide a coherent diagnosis of the problem, much less a resolution. The only fair resolution is a refund, due to Acculevel's inability to fix their critical faults and inability to provide what was agreed on.

  

  Business Response

  Date: 05/19/2025

  Thank you for bringing this matter to our attention. At Acculevel, we take all customer concerns seriously and remain committed to delivering quality service and standing behind our work.
  We understand the customers concerns regarding moisture in the crawl space following the installation of our drainage system. Our records indicate that the original project included the installation of weep holes, a perimeter geo channel (**) drainage system, and a sump pump, all designed to help manage water intrusion as outlined in the signed agreement.
  Following the customers reports of ongoing moisture issues, our team returned on multiple occasions in an effort to investigate and address the situation. Most recently, our project manager conducted an inspection and submitted a service request based on findings that suggested water might be accumulating along the north wall. While our service technician later reported seeing no active water breaching the ** system, we fully acknowledge the customers photo documentation and concerns.
  In keeping with our commitment to customer satisfaction and in accordance with the terms of the agreement, we are scheduled to return to the property on May 27th, 2025, to further inspect and perform any necessary corrective actions. Our goal is to ensure that the drainage system is functioning as intended within the limits of the original scope of work.
  While we acknowledge there have been some differing assessments during our visits, we want to assure the customerand the BBBthat our priority is to resolve any outstanding issues in good faith. We respectfully disagree that a refund is warranted at this stage, as we have not yet completed the upcoming corrective service visit, and we remain actively engaged in addressing the situation.
  We appreciate the opportunity to resolve this matter and will provide a follow-up once the service visit is complete. Our team is committed to ensuring the system performs as designed and agreed upon.

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:

  Regarding case ID ********, an ******************** crew came to my house on May 27th and performed work to attempt to correct the problem and told me by phone what they did. I hope this indeed resolves the issue, and I will continue to monitor the drainage system for signs of defect.
  

  Regards,

  ***** *********

• Initial Complaint

  Date:05/06/2025

  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.

  Basement needs fixed, was told the guy who done the work used wrong sealer. Won't do it until it is bone dry. And here we are with a wet spring. They were told from the beginning we were going to sell house. Our house is on the market with a wet basement, this has cost us a couple of buyer's. I tried numerous times to call all the different numbers I have for acculevel and nobody answers. Left messages and nobody returns a call. So dissatisfied and disappointed. I guess maybe they'll answer for my attorney!

  

  Business Response

  Date: 05/12/2025

  A service was scheduled to return to customers home to complete the epoxy of areas where water is coming in thru the floor. Our service tech was there back in February and informed the customer we would need to return but the floor would need to be completely dry in order for the epoxy to seal up properly. He left his business card for customer to call him directly, I am unsure where the breakdown occurred or why the customer could not get a service scheduled to return. This has been resolved and the service is scheduled. 

  Customer Answer

  Date: 05/22/2025

  This is the first e-mail I've received. They've set up an appointment to fix. Has not been fixed yet. Came and looked, and admitted it was not done right! If it is not fixed, I will talk to my attorney. 

  Customer Answer

  Date: 05/22/2025

  This is the first e-mail I've received. They've set up appointment to fix. Came and looked, admitted it wasn't done right! If it's not fixed correctly, I'll be speaking to my attorney. 

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  This is the first e-mail I've received. They've set up appointment to fix. Came and looked, admitted it wasn't done right! If it's not fixed correctly, I'll be speaking to my attorney. 
  
  Regards,
  
  ******** *********

  
  

  

  Business Response

  Date: 06/16/2025

  The challenge we have is there is water coming up through the basement floor where there are substantial cracking. The floor since our initial installation has been finished with a floor epoxy to try and conceal the cracking and potential water intrusion. We can apply a crack sealing application but it will require the crack to be dry and this is outside of the work that was contracted to complete. Acculevel sent a service tech out and he took pictures of the cracks and the water coming up through the area. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Job was not done correctly the first time. Everybody I have talked too gives me a different story! They used the wrong system, they used the wrong sealer, the cracks in center of floor, abviously have been there all along and was never mentioned until there so called system they installed leaked when we got spring rains. Tired of them scheduling for someone to come, when I tell them it's wet, then they tell me they can't do anything because it's wet! Worst $10,000 I've ever spent! Nothing but excuses!!! 
  Regards,
  
  ******** *********
  

• Initial Complaint

  Date:05/02/2025

  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.

  Accu Level overpromised and underperformed. We reached out to have a simple job performed as part of selling our house. From the start, we were told the work could be performed prior to closing. Due to the timing and this promise, we did not get any other bids. Upon receiving the contract, we paid the deposit within one hour. From this point on, there was no communication from the business that was not initiated by us. We texted our *** and called the office every day from this point on to see when the work would be scheduled. There was no proactive communication whatsoever. Finally, one day before closing, our real estate agent demanded a date to be scheduled and it was two weeks after closing. Thankfully we had a flexible buyer who was willing to close without the work being done. Subsequent to this, on the day the work was supposed to be scheduled, with no notice, it was postponed for another week and the buyer had to find a time to reschedule. This had to be communicated to me by my realtor and not the business. After the work was done, I reached out to our *** to explain how disappointed we were with the customer service. This was verbatim his response: "Please understand this is not our normal scenario and there were people let go/had responsibilities changed because of it." I asked to speak to his manager. Upon speaking with the manager, he said they weren't willing to do anything to make amends for the lack of customer service even with his *** openly admitting that they did not meet their promises. The manager quoted back terms of the contract to me that they are allowed to reschedule and I explained that this was not a contractual dispute, but a complaint about customer service when an employee openly admitted fault and he was not willing to take accountability for his employee. I asked to speak to his manager. This conversation happened two weeks ago and I'm still waiting for that call. Don't use this business if you want any level of customer service.

  

  Business Response

  Date: 05/05/2025

  Thank you for providing detailed feedback about your experience. You reached out to us with the goal of completing a project before the closing date on your home, and based on the information available at the time, our team communicated that this was achievable.
  You submitted your deposit promptly, and the next step should have been timely scheduling and consistent communication. Instead, you found yourself having to initiate contact repeatedly, which created uncertainty around the project timeline. The scheduled work ultimately fell after your closing date, and was then delayed again without direct communication from our teamleaving your buyer to adjust and your realtor to relay updates. We recognize that this process created additional stress during a critical transition for you.
  When you voiced your concerns, our representative confirmed that internal changes were made as a direct result of how this project was handled. Your request to speak with management was acknowledged, but follow-through was delayed.
  While our contract includes provisions for rescheduling due to operational issues, we understand that your concerns were about service quality and communicationnot terms and conditions. Your feedback is clear: expectations were set and not followed through, communication was lacking, and accountability did not meet your standards.
  This experience has been reviewed internally and contributed to process improvements. We appreciate the opportunity to learn from situations like this and improve how we support our customers moving forward.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The Company acknowledge all items I stated in my complaint and said they plan to learn from the experience, but offered no concessions. This is demonstrative of the poor customer service they have admitted to.
  
  Regards,
  
  ******* ****
  

  

  Business Response

  Date: 05/09/2025

  *****, 

  Thank you for your continued attention to this matter.
  We appreciate the opportunity to address your concerns. In our previous response, we outlined the corrective actions taken, including employee training and process improvements, to ensure such issues are not repeated in the future. From a business perspective, we recognize that mistakes can occur, but we remain committed to learning from them and upholding the standards expected by our customers and our business. 
  To clarify, we have fulfilled the terms of the original agreement and completed the work as contracted. While we regret that the experience did not meet the complainants expectations, we believe we have acted in good faith and taken responsible steps to resolve the situation.
  If there are specific unresolved issues or additional steps being requested, we would appreciate clear guidance so we can evaluate and, where appropriate, respond accordingly.
  Thank you again for your time and consideration.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The Company is correct that they met the agreement and completed the work as they outlined in their response; however, my complaint was about the customer service received and promises not kept in regards to timing. They still have not addressed the issues that I outlined in my complaint because I was complaining about poor customer service in which one of their employees directly admitted fault. Their statement that they "...taken responsible steps to resolve the situation" is not accurate because they have taken no steps to resolve the situation directly with me, their customer, as all they have said is that they will try harder next time. They don't actually appear to want to uphold the standards expected by their customers and business because they are not taking any accountability for not meeting expectations that were promised, even when there is hard evidence of their employee admitting fault.
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  Date:04/15/2025

  Type:Order 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.

  On Oct. 21, 2024, we signed a contract with Acculevel for the installation of a sump pump and battery backup system and made a down payment of $826.64. The sales *** told us the scheduling department would contact us "shortly." That didn't happen. It took almost two months and numerous contacts for the company to respond to our request to get this project scheduled. When they did leave a voicemail message saying a crew was available the following morning, we did last-minute rearranging of our schedules and returned the call saying that would work for us. However, we never got a response to our voicemail and no one showed up. In January, we left a voicemail at Acculevel's general number saying we signed a contract Oct. 21, 2024, it was now Jan. 9, 2025, and the company had not placed us on the schedule or responded to our requests to do so. A company *** did respond this time and scheduled the work for the morning of Jan. 30, 2025. We received an email Jan. 29, confirming the appointment. We juggled work and medical obligations so we could have someone present during the installation. Acculevel's crew didn't show up, and no one let us know they wouldn't be showing up. At that point, we requested a refund. One of the reasons we chose this company was its five-year warranty. Given that we couldn't get the equipment installed when they only had half our money, we no longer felt the warranty had value. The person at the scheduling department said a manager would contact us to walk us through the refund process. The manager never contacted us. A week later, we sent an email detailing our attempts to get this project completed and the lack of responsiveness from Acculevel. Again, there was no response to the email or the request for a refund. It is now six months since we signed the contract, and the job has not been completed, our money has not been refunded, and the company has not responded to our request for a refund.

  

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your experience. We understand how important it is to receive timely communication and reliable scheduling, and we are committed to delivering that standard of service to every customer.
  We are issuing a full refund for your down payment, as requested. While we regret that we were unable to complete the project as planned, we respect your decision to move forward with another solution.
  I am actively reviewing the breakdown in our internal processes that led to this outcome. Its important to us to identify exactly where things went wrongfrom scheduling delays to missed communicationso we can prevent similar issues in the future and ensure all customers receive the responsiveness and service they expect.
  We appreciate your patience and the opportunity to make this right by completing the refund. If you have any additional questions or need confirmation of refund processing details, please feel free to contact our office directly.

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** *****

• Initial Complaint

  Date:03/25/2025

  Type:Product 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.

  Never showed up to do job in Oct 21st after me contacting after thay had not showed up said there mistake I wasn't scheduled till Nov. They never showed up in nov either required half down cashed check in September. Spoke to ***** thru email March 5th she responded said she would get back that afternoon. I've yet to hear back from them. When I scheduled appointment I had a dog pen that I removed to complete job. I am elderly I'm on a fixed income I don't have money to be just throwing away I would have never scheduled anything in November living in ******** everyone knows the ground is froze so I couldn't remove my dog pen at that point in time I've asked for a refund since I did not get a job even started or even completed but I can't get any response from the company there's no return calls no return emails I'm begging you to help me get this resolved I do not recommend this company I need the money to be able to hire a company to fix this Foundation issue I thank you for your time ***** ********

  

  Business Response

  Date: 03/26/2025

  We sincerely apologize for the delays and lack of timely communication regarding your project. We understand how frustrating this experience has been, and we take full responsibility for the issue that caused your project to be overlooked.

  Due to a system change on our end, your project was mistakenly placed in a hidden queue, which prevented from following up on and getting scheduled the right way. We deeply regret the inconvenience this has caused you, especially given the time and effort you put into preparing for the job.
  After speaking with you, we are expediting your refund immediately to ensure this matter is resolved as quickly as possible. You should receive confirmation of the refund shortly. If you have any further concerns or need additional assistance, please dont hesitate to reach out to me directly.
  Again, we sincerely regret the frustration this has caused you, and we appreciate your patience while we work to make this right.

  
  

• Initial Complaint

  Date:03/20/2025

  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.

  In November of 2024 I contacted Acculevel to come inspect our foundation and address a leak in our basement.A ***resentative of Acculevel came to check the foundation and leak. The foundation wall was cracked where the leak was and we expected the rest of the foundation would be inspected for other issues. They ARE a foundation ***air company after all. Looking around the basement he seemed to think it was structurally sound and zoned in on the area of the leak. He didn't appear concerned sbout the cracks in the foundation that were apparent at the location of the leak. He made a strong case for installing a basement waterproofing system where they dig a trench inside the perimeter of the basement and install a drainage system, sump pump and dehumidifier. This was $16,769. I couldn't understand how that would fix my leak without fixing the cracks in the foundation, but he convinced me it would. Half way through the installation we still had the leak and it was determined they should ***lace the band board and add some concrete outside.We still had our leak. Another *** from the company did finally come out and said the foundation wall where the leak is needs to be rebuilt at our expense ar around $1200 per sqft. Had this been the original recommendation we would have done that rather than install their waterproofing ********* addition, our rehab crew have now discovered the seal plate on the opposite side of the house Is completely rotted. Obviously the company didn't really inspect our foundation. This no doubt will cost us several thousand more but Acculevel will definitely not be called to do the work. The company will not return our calls or emails. This was a scam!

  

  Business Response

  Date: 03/24/2025

  We want to address your concerns as transparently as possible.
  When our team initially inspected your home in November 2024, we focused on the immediate issue you were facinga leak in the basement. Based on our assessment, we recommended a basement waterproofing system to manage water intrusion effectively. However, as the project progressed, it became clear that additional structural issues, including the need for proper drainage and repairs beyond the interior system, were contributing to the leak.
  Foundation concerns, such as a failing wall or rotted seal plates, are serious and often require more extensive structural repairs. While our team attempted to mitigate the issue, it became evident that rebuilding the wall was necessarysomething we would have recommended upfront had we identified it as the primary issue during the initial inspection. We understand how frustrating it must be to learn about additional repairs after making a significant investment, and we apologize for any miscommunication or delays in responding to your outreach.
  Acculevel takes customer satisfaction seriously, and we never intend for anyone to feel unheard or misled. If youre open to it, wed like to discuss this further and work toward a resolution. Please contact our customer care team at *********************************** and we will ensure your concerns are addressed promptly.
  We truly appreciate your feedback and the opportunity to improve.

  Customer Answer

  Date: 03/27/2025

  The company has responded to my email and plans to suggest a resolution by Monday. So this is neither an acceptance or rejection at this time.

  Customer Answer

  Date: 04/02/2025

  Better Business 

  ID ********

  The response to my complaint which was basically an apology did not satisfy my request for a resolution. Through negotiation with Acculevel however, we were able to agree on a partial refund of $6000 of my payment of $17000.
  For anyone reading this please learn from my mistake. Make sure a thorough inspection of your foundation is done before agreeing to having the basement waterproofing done. The waterproofing does not identify or fix the cause of the problem. It simply routes the water through a drainage system to the sump pump. In our case that was unnecessary. The leak needed to be analyzed and fixed at its source.

  Regards,
  

  ***** ********

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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.

  I have attached pictures and more detailed information in the attachments below. The groups of pictures are the first pictures taken in our contract. The extra individual one's are:1. Shows 2 holes that were created to lift and fill was not sealed over.2 & 3 and last 3 pictures. Front stoop falling apart everywhere including where our eavestroughs were buried right next to the stoop.4. Filler came out of cracked on driveway 5. Some of the pictures showing the gap between the cement pathway and the foundation. Looking to get $3000 of our money back because we were led to believe all the way up to the day they came out to do the work that they were fixing the gap between the sidewalk paths up to the foundation.The areas they used cement to fill in or repaired have cracked and crumbled in areas. Need a different contractor to come out and fix all the repairs and fix our stoop correctly like we paid for. They raised part of the sidewalk too high causing more areas to crack around the front stoop.

  

  Business Response

  Date: 03/21/2025

  Thank you for reaching out and sharing your concerns regarding the work completed at your property. We understand that there appears to be a disconnect between expectations and the final outcome, and we want to ensure we address your concerns thoroughly.
  We would like to schedule a time to inspect the area and review the current state of the project. Based on the information provided, we recognize that multiple lifting attempts have been made in the sidewalk area, and we want to assess the effectiveness of those efforts and determine any necessary next steps.
  Regarding the concerns about material settlement, cracking, and height adjustments, we will evaluate these aspects in person to provide a clear path forward. While results can vary based on pre-existing conditions and environmental factors, we remain committed to assessing the work and discussing potential solutions. If additional material is needed to reinforce certain areas, we are prepared to address that as well.
  Please let us know a convenient time for us to come out and review the project. Our goal is to find a fair and reasonable resolution while ensuring the best possible outcome for your property.
  We appreciate your patience and look forward to working toward a solution.

  Customer Answer

  Date: 03/26/2025

  Mr.J from Acculevel came out to our house today (3/26) to look at everything thing that had been done (and not done) along with some issues that already needed to be refixed.  He was very nice and listened to us.  He said that he needed to talk to their team to see what can be done to fix/or not with the issues that we talked about.  We told him we just want things to be made right.  He said that hopefully Friday we would hear something back from him on this.  So this issue is not resolved yet but in progress. 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Date Sent: 3/26/2025 6:13:20 PM
  

  Mr.J from Acculevel came out to our house today (3/26) to look at everything thing that had been done (and not done) along with some issues that already needed to be refixed.  He was very nice and listened to us.  He said that he needed to talk to their team to see what can be done to fix/or not with the issues that we talked about.  We told him we just want things to be made right.  He said that hopefully Friday we would hear something back from him on this.  So this issue is not resolved yet but in progress. 

  
  
  Regards,
  
  **** ******

  
  

  

  Business Response

  Date: 04/02/2025

  Thank you for bringing your concerns to our attention. Our Operations Manager has visited your home, and we have worked together to find a resolution to address the area of concern. 

  We have taken the necessary steps to implement a fix that will potentially close the gaps in question. Our team is committed to ensuring the work is completed properly, and we will provide an update once the fix is in place. Please know that customer satisfaction is very important to us, and we appreciate the opportunity to resolve this matter.
  If you have any further questions or concerns, feel free to reach out.

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this has been resolved because:

  A BIG Thank you to Jaren T (**** & ******) for coming out to our home to make things right!  On the first day, **** and ****** came out and did an amazing job fixing and repairing what needed to be done.  They ran out of material so **** came out and finished the repairs May 10th and were very happy with his work!  Both my husband and I are very happy with the work they did and met what our expectations were when we originally made the contract with them!!  

  Again ,  we can not thank ***** & his crew, **** & ****** for making things right!!  You did an did an amazing job!!!

  Regards,

  **** ******