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

  2605 Emma Ln Mansfield, OH 44903

  
• 

  Acculevel

  441 Cleveland Ave Owosso, MI 48867

  
• 

  Acculevel

  1600 Centreville Ave Belleville, IL 62220

  
• 

  Acculevel, Inc.

  115 5th Ave Rochelle, IL 61068

  

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: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.

  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,

  ***** *****

  t. 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.

• 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.

  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.*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: 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.

  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. 

  und the front stoop.

  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.

  

  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: 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,

  **** ******

• Initial Complaint

  Date:03/12/2025

  Type:Product 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 response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  

  Business Response

  Date: 03/13/2025

  Thank you for your feedback. We understand your concerns and want to assure you that we take all customer matters seriously. As mentioned, we have already processed a full refund for you and have communicated directly with the building inspector to ensure everything is in order. We appreciate your patience and understanding during this process. We strive to offer the best solutions for our customers and are always here to help with any further questions or needs you may have. Thank you for bringing this to our attention, and we wish you the best in your future projects.

• Initial Complaint

  Date:03/05/2025

  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.

  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. 

  I especially appreciate that Acculevel indicated they understand the root cause and have made improvements to ensure it doesnt happen to other customers in the future. 
  

  Regards,

  *** ******

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this to our attention. We understand how important it is to have your warranty documentation in hand, and we regret any frustration caused by the delay. We recently transitioned to a new system, which unfortunately led to some unforeseen issues, including the processing of warranty paperwork and call handling.
  We want to assure you that your warranty has been sent, and we have reached out directly to explain the situation. Additionally, we have already addressed the issue internally regarding communication gaps and are implementing solutions to prevent this from happening in the future.
  We appreciate your patience and your business, and we remain committed to ensuring you have everything you need regarding your foundation stabilization. If you have any further concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:02/19/2025

  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.

  My aunt and I contacted Acculevel to come out and waterproof my basement in July 2024. After getting the quote of 18k we decided to proceed with the work being done as I was selling the house and it needed fixed. When they finished the first time no final walk through was done and the basement still leaked. ***** came out and took pictures and said he would get with his manager to resolve the issues. (He never did and lied to us several times) As the basement continues to leak I reached out again so they came back and tapped the walls. (Still leaks) so they came back and looked at it again and stated that they will have them come out again and fix the issue. They came out and put a dehumidifier in my basement and left. Called back again as the basement is still leaking and they came and completed ripped out the fast track draining system as they installed it wrong and it wasnt connected (have pictures of this).. after not being able to sell my house for 6 months due to dealing with this company coming in and out while trying to have house showings and people not wanting to buy it due to the basement not being properly done, I asked for a discount of 5k or more (preferably a complete refund). **** the manager told me he would only give me 1k off.. I asked to speak with his manager in regards to the discount offered and he told me that would not be happening and hung up the phone. To this day Im still dealing with the company and a leaky basement. I would NEVER recommend this basement company to anyone else.

  

  Business Response

  Date: 02/25/2025

  We appreciate the opportunity to address your concerns and sincerely regret the challenges you faced during this process. Our team has worked to resolve the issues, and we understand the frustration caused by the delays and miscommunication. Moving forward, we are implementing a new process to enhance communication and ensure a world-class experience for every customer. We value your feedback as it helps us improve, and we remain committed to delivering quality service. If theres anything further we can do, please dont hesitate to reach out.

• Initial Complaint

  Date:02/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Acculevel come assess a sagging floor at my house. ******* ******* was our salesperson, and it felt like he took advantage of there being a disabled person living at the house and created a sense of urgency and pushed us into making a quick decision, and ultimately we signed a contract that day to install a steel I-beam where the sagging was occuring. A condition of that contract was that ********** would come back out in 6 months and jack up the floor more after it had settled. That should have been 4 months ago, and I did not hear from Acculevel until I reached out to them. I have left dozens of messages, for **** and **** at the office, and for my salesperson ******* *******. I have on three occasions been able to contact ****, and he always says he will let the office know and call me right back, which is not the case. Acculevel needs to take accountability for their work and follow up on it.

  

  Business Response

  Date: 02/25/2025

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them and are committed to ensuring your satisfaction. A service call has already been scheduled for March 14th to complete the necessary adjustments. Additionally, we have spoken with you directly and resolved the previous communication issues. Please dont hesitate to reach out if you have any further questions or concernswere here to help!

• Initial Complaint

  Date:02/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $3150 on deposit. They said they were refunding it back . Not a lot of cooperation when I try to reach out to them. They ignore my phone calls and messages.

  

  Business Response

  Date: 02/14/2025

  We understand the concerns the customer has had with the issues revolving around getting the work completed and the time frame to refund the customers initial down payment. This has be reconciled and all money has been refunded to customer and the account has been cancelled. The refund was issued on 2/12/2025 and the customer should see this back in their account in 5-7 business days. We have found where the issue was in our system and have put the proper measures in place to prevent this from occurring in the future. We apologize for the inconvenience and the time it took to get to a resolution. 

• Initial Complaint

  Date:02/10/2025

  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.

  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. 
  
  I have asked, on several occasions, to be supplied a written estimate for repairs. Instead acculevel broke off communications. What concerns me is 1. I was told (by the representative) acculevel knew the crawlspace needed a drain and pump but did not discuss this option with the owners. 2. If another company completes the work, the warranty could be voided. 3. I do not trust acculevel will give a fair price for the repair that should have been done or discussed with recommendations during the original contract. 
  
  Regards,
  
  ** *********-*****
  he ***air a 2 months after moving in. I have contacted the company on several occassions. I asked for a written estimate several times. I asked if I could have another company fix the problem, the response was "as long as it doesn't interfere with warrantied work" in order to fix the problem, another company would have to mess with the encapsulation! This puts me at the mercy of AccuLevel. Since then, Acculevel does not respond and has not given a written estimate to complete what they should have fixed during the first ***air. The previous owners are saying Acculevel presented them with a promise to fix the water problem and never told them the crawlspace also needed a drainage and sump pump system. For $60,000, it should have been included. The Acculevel *** never came back to reseal the encapsulation he pulled back and to date, have NOT given a written estimate for the ***air. Other companies are unwilling to do the ***air stating it may void the warranty.

  

  Business Response

  Date: 02/17/2025

  We appreciate the opportunity to clarify the situation. The work completed by Acculevel was contracted and agreed upon by the original homeowner, and all services outlined in that contract were completed and paid for in full.
  Our team thoroughly assessed the issue you reported and determined that the pooling water in the crawlspace is unrelated to the work originally contracted. While we strive to be as transparent as possible during consultations, we can only address the specific scope of work agreed upon at the time of service.
  We apologize for any miscommunication and understand your concerns regarding obtaining additional repairs. We remain open to discussing solutions and providing a written estimate should you wish to proceed with further work. If you would like to revisit your options, please email me directly @ ********************************** and I will have an estimate created that will work in conjunction with your original warranty from the original work that was completed. 
  Our goal is always to provide quality service and long-term solutions, and we regret that your experience has not met expectations. Please feel free to reach out directly so we can work toward a resolution.

  I have attached the original agreement that shows a diagram breakdown of the work that was agreed upon. 

  

  Business Response

  Date: 02/20/2025

  We understand your concerns about the crawlspace and the options that were discussed during the initial contract. Our team strives to be transparent about all available solutions that we uncover at the time of the initial inspection which was communicated to the original homeowner which was based on our inspection of the home at that time.
  We also understand your worries about the warranty and the potential impact of working with another company. Please know that any work done by a third party could affect the warranty, but we are happy to discuss your options further to ensure you're comfortable with the solutions we offer.
  In regards to the written estimate, we are committed to providing clear and fair pricing, and you should have received a written estimate which was provided to you by our Service Manager ****. Our goal is always to build trust with our customers and provide the highest level of service.
  Please continue to work with **** and he will update your account in the system as to what our next steps will be. 

  Customer Answer

  Date: 02/22/2025

  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. 
  
  Acculevel has finally sent a written estimate.  If another company can make the repair for less, AccuLevel  will (potentially) void the warranty.  Acculevel has created an unfair advantage.  Acculevel is forcing their customers to use their services.

  The contact person said they will call me back to discuss the pricing after talking to another agent. I am waiting for that call. 

  
  Regards,
  
  ** *********-*****