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:11/03/2023

  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.

  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 am not going to respond to accusations.  I am not misleading.  I am paying in total $18K for a project done on my home that will assist my home in raising the value of my home.  The only thing I have at this time is an estimated invoice.  I do not have anything in writing that shows that the items corrected on my home were indeed corrected.  This female respondent references email.  The communication did not take place in an email.  The female respondent has never spoken to me until this information being shared with the BBB.  I am being sent texts.  When I was visited and given the results of my home before the work ever started, I told **** that I am going to want to see this sort of "presentation" once all is done, so I can include this with my home repairs to show what all has been done on the home.  We sat in my living room and discussed this, and he assured me I would have a detailed summary of all the work and that I would have all the work warranted.  A simple invoice that was an estimate is not sufficient in showing my mortgage what work was actually done.  In the texts from the office and from ****, I was told that I would get a summary of the work done.  I still have yet to see it.  I do not count the job done until someone tells me what all is done and shows me how it has been completed.  **** walked through to look at the work, but nothing else.  To provide written confirmation along with before and after summary of completed work for customers is just good business and honest work.  I have been up front on my expectations all along.  What is interesting is I have had to wait repeatedly for feedback, I was actually billed after I have paid $14K as though I had not paid any money.  I have all correspondence.  I have not been confused at all by my communication with AccuLevel, but clearly, there has been many incidents of confusion administratively on that end.  My request is not out of line and the minimum on a project of this size.  AccuLevel may not promise this to customers, but it was understood to me that I would receive this long before work was ever done because I made it clear, I wanted it.  If AccuLevel refuses to provide this to their customers then my complaint belongs right here.
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 11/03/2023

  In all honesty, we find your complaint to be misleading.  The evidence of a final inspection and before & after photos are not items we promise to customers.  Despite this, your project advisor has gone above & beyond his job requirements to work with you on these items.  Two days ago, you sent us an email stating that the walk thru went well. This would indicate that weve satisfied your condition, correct?  
  
  As for the warranty paperwork you are insisting we send to you: warranties are not valid until your invoice is paid in full.  We have refused to send these documents to you, as they would be deceptive at best (and fraudulent at worst). 
  
  You also said in your email that I stated I would pay in full by Dec 1. I have not refused payment.  We did not agree to extending your payment deadline (nor did you discuss this proposed change in terms with us).  When you signed the contract, you accepted the stated terms and conditions, which include that payment is due upon receipt.   This means that once the work outlined in the contract is completed, your full payment is expected.  As we completed the repairs at the end of September, your invoice is overdue by more than 30 days. Please note that if we have to turn your acount over to collections, the warranties may be forfeited entirely.

   

  
  

  Customer Answer

  Date: 11/20/2023

  I am not satisfied.  I have emailed ********** several times because ******** who you contract with to provide funding for your projects is not honoring the 1 year agreement that I signed and that was offered to me as part of this project. So, the issues just continue. ******** says I am to notify AccuLevel to have them contact them.  I have done this a couple times with **** and no response and no resolve.  Once I receive what I agreed to on this project, I will agree that it is done.  This is yet another issue that I did not agree to.  Sadly and from the various reviews I see about AccuLevel, you prefer to argue rather than mitigate the situation.  I am surprised BBB stands behind AccuLevel at this point.  I expect to receive what I was told I would receive.  There is nothing difficult about this situation, nor is it trivial.  Honor your word.  It does not require a head of marketing to figure this out.  

  Customer Answer

  Date: 11/20/2023

  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.]

  I am not satisfied.  I have emailed ********** several times because GreenSky who you contract with to provide funding for your projects is not honoring the 1 year agreement that I signed and that was offered to me as part of this project. So, the issues just continue. ******** says I am to notify AccuLevel to have them contact them.  I have done this a couple times with **** and no response and no resolve.  Once I receive what I agreed to on this project, I will agree that it is done.  This is yet another issue that I did not agree to.  Sadly and from the various reviews I see about AccuLevel, you prefer to argue rather than mitigate the situation.  I am surprised BBB stands behind AccuLevel at this point.  I expect to receive what I was told I would receive.  There is nothing difficult about this situation, nor is it trivial.  Honor your word.  It does not require a head of marketing to figure this out.  
  
  Regards,
  
  *******************

  
  

  

  Business Response

  Date: 11/17/2023

  The female respondent is Acculevels marketing manager, and is responsible for responding to all reviews and complaints.  She meets with all of the appropriate Acculevel personnel, and formulates our company response based on the information gathered.

  Your project advisor does not recall promising you a written summary, but he was happy to provide one when asked.  Since you objected to communication by text, he emailed this summary to you instead.  He also included the photos as an attachment (he says hed texted these previously).  He confirmed that you received these items on Nov 16. 

  Per our previous conversation, the payment terms for your project were due upon receipt.  Having met the conditions you specified, we expect to receive final payment on or before Wednesday, November 22.  We will, of course, respond promptly to payment in full with your applicable warranty documentation.  
  

  However, if we do not receive final payment by the date specified, we will begin the collection process. 
  

  
  

  

  Business Response

  Date: 11/22/2023

  In your original complaint, you stated that we were pursuing you for payment when you had 30 days to pay.  You said we were not honoring the contract because we werent providing the following materials: 
  1. Before & after photos of the job site
  2. A written summary of the work performed
  3. Warranty paperwork
  

  We explained that these items were not listed in your contract, that they are not materials we normally provide, and that it is not possible to provide warranties before they are made valid.  We also pointed out that our payment terms are clearly outlined in the contract.  The terms are not 30 days; the balance is due when the work is complete.  As your crawl space repairs were done on September 27th, your payment is now 8 weeks past due.

  In an effort to resolve the situation amicably, we worked with your project advisor to ensure that he sent you the materials he could (before & after photos and written summary). 

  Youre now stating that were not honoring the financing agreement you made for a portion of your bill.  We offer financing through a third party financial group called GreenSky but we do not control who is approved, the interest rates offered, etc. We have spoken with them and confirmed that you were approved for 12 months financing with 0% interest, if you make monthly payments and pay the balance within the promotional period.  If these are not the terms you are receiving, please let the financing department know that when you make your final payment to us.  If you do not make this final payment this week, we will resume the collections process on Monday, November 27.   

• Initial Complaint

  Date:10/10/2023

  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.

  We would have trusted you to make another attempt. We asked you several times to go fix the issue before we hired another company. The basement flooded 3 more times before I hired someone else. There was little to no communication with anyone! 

  

  Business Response

  Date: 10/18/2023

  We are very sorry to learn that our repairs were not satisfactory and that you did not trust us to make another attempt.  We are saddened that you hired another company in our place, although we do understand why you did so.  In reviewing your conversations with us, we admit we did not communicate with you as well as we should have.  Your invoice has been revised, and we will be using your customer experience as a training opportunity for our employees.  We sincerely hope your basement remains dry, and that you are happy in your home for years to come.    

• Initial Complaint

  Date:08/29/2023

  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.

  This complaint has not been resolved. They have not continued to contact me after the day of the service like he claims in the response. He has been emailing me and I am trying to come to a resolution. As well as they are now trying to take me to collections for an unpaid bill that is in dispute now. The files attached to my original complaint shows that they have not reached out to me but I have tried reaching out to them and have got nothing back.anything else until the floor is finished. He told me to give him some time to think about the situation and figure out what to do from here with the job not getting completed like planned. The whole point of doing this was to not have to pour more concrete on top and now probably might have to just to be able to make it livable. I understand things happen but I received no communication after that day with no reasoning. I attempted multiple times to contact him through calls and texts. I got nothing back. So my renovation at my home has been at a halt since then. Which is a big problem for my timeline. Even if I had to end up pouring more concrete on top, then they needed to tell me that so I could continue with my project. I would like a partial refund for the job not being fully completed and the trouble and inconvenience this has caused. I have still not received any type of communication from the company on resolving this issue.

  

  Business Response

  Date: 09/14/2023

  We're sorry that you have not received the level of communication you expected, and that ************ were not as successful as hoped. As you've noted, additional lift is not possible; slabjacking is a great repair method, but it is not infallible.

  Your project advisor, *********************, regrets that you have been waiting on additional correspondence; he mistakenly believed he'd answered your questions, and did not realize he was causing you further delays.  ***** has attempted to call you, but has not been able to reach you. 

  However, our Quality Control Manager has emailed with you, and is offering you a credit of $1500 towards your bill.  ********************* also recommends that a floor leveling product is your best option for an even surface.  Could you please let us know if this is an acceptable resolution to your complaint?  

  Customer Answer

  Date: 09/25/2023

  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 complaint has not been resolved. They have not continued to contact me after the day of the service like he claims in the response. He has been emailing me and I am trying to come to a resolution. As well as they are now trying to take me to collections for an unpaid bill that is in dispute now. The files attached to my original complaint shows that they have not reached out to me but I have tried reaching out to them and have got nothing back.

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

  
  

  

  Business Response

  Date: 09/26/2023

  **************************,
  
  We apologize if our response was unclear.  At the time we completed work at your home, you asked about additional lift.  Your project advisor (PA) called you and discussed the issue, and explained that additional slabjacking was not recommended.  He believed he'd answered your questions.  On June 19th, your financing group informed our accounts receivable (A/R) that the work was not completed.  At that time, your PA called and tried to review the issues, but did not receive a response.  You are correct that he did not call you repeatedly; he did not want to harass you, and expected you to return his call if you wanted to speak to him.
  
  Our A/R clerk attempted to reach the financing group to discuss your invoice.  They informed us that they had no additional contact with you, either. Two months passed, without any communication from you to us. Your financing group and our A/R conferred at the end of August and determined that they needed a response from you to ************************ reached out to you, and it's at this point that you filed a complaint with the BBB.  Our quality control manager promptly reached out to you to discuss the situation, and the two of you began exchanging emails.  However, you stopped responding after sending him an email on Sept 12.  He has emailed back to you, but heard nothing further.  We also repeated our offer to you via this BBB forum, with no response.
  
  The BBB initially closed this complaint because you did not answer us, nor did you respond to their inquiries.  On September 25, we sent you notice that we would have to send you collections for non-payment; at this point, we have been trying to resolve your complaint and process payment for 3 months. That appears to be what prompted your most recent message.
  
  We care about our customers, and we do all we can to meet their needs.  But we are not a nonprofit; we expect payment for work done. We have made an offer to compensate you for your frustration, which you have declined.  Please answer the email from our QC manager, and help us resolve the situation.  We would prefer not to send your invoice to collections, but we do need you to be an active participant in the conversation. 

   

  

  Business Response

  Date: 09/28/2023

  **************************-

  For the record, the financing company called you about your outstanding account, then contacted us when they did not hear from you.  This is a standard business practice in every industry that offers financing options.

  The call log you uploaded clearly shows that our company representative (your project advisor) placed multiple calls to you on multiple occasions.  All of the phone calls you have highlighted are from your project advisor; his name, phone #, and email are clearly listed on the signed contract you have also uploaded. 

  If you did not want to speak to him, you were well within your rights to contact our office and ask to speak with someone else regarding your situation.  You have not done so; we have thoroughly audited all of our call logs and have no record of you reaching out to us after ************ were scheduled.

  The repairs were made on June 9th, you spoke to your ** and were unhappy, then stopped responding to him and did not return his calls.  You complained to financing on the 19th, but refused to take calls from your PA that he made in response to the complaint.  If you wanted to discuss additional repairs, options, or your dissatisfaction with the repairs we made, why did you refuse to engage with us? You left the situation unresolved for two months, then filed a complaint with the BBB.  

  At that point, our QC Manager contacted you promptly, and began an email conversation. You rejected his initial offer, both on this forum and in email, then stopped answering us, as well as the BBB. When we didn't hear from you, we started the collections process; now you have written in again, still complaining about our lack of communication.  

  The situation is this: we completed the contract to the best of our abilities, clearly advising you that lift can be attempted, but not guaranteed.  We have not received payment for these services.  We understand that the repairs did not fully accomplish what you had hoped, and we offered to resolve this with a partial credit. You declined, but have not presented an alternative for us.  We are seeking an amicable resolution to this situation, but we ask that you actively and consistenly participate in the discussion through to its conclusion.

  Customer Answer

  Date: 09/27/2023

  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.]
  No voicemail or message was left for me from your company that you claim to have called me. I should not be contacted from the financing company about the unfinished work that your company has made. I have already told them that the work has not been done. If you claim to have contacted me by phone, other than the financing company, then a message should have been left for me so I could call back. I did receive a voicemail from the financing company but I have not had the chance to call them back because I have been trying to deal with this issue with your company directly to get this resolved. I did respond to the quality manager's offer and explained how it was not good enough with all the problems this has caused and will continue to cause me. I have not responded to the quality manager's email after he declined my counter-offer due to not knowing how to handle this from there since I have been trying to get this resolved and seem to get nowhere from here. Also, as explained before, I did receive a phone call the day of the project on June 9th but was only explained that they weren't sure on what to do from there and he would figure out a different way to get it finished and contact me back. However, I was left with no other contact since except from the financing company which I explained to them I was waiting on a response on finishing the project that wasn't finished. The text message I attached to my complaint and the voicemail I left for him after I attempted calling clearly shows that I was not told anything about not being able to finish. I was under the impression something else could be done. So when the text and voicemail was left, that should prompted someone to contact me explaining nothing else can be done to complete the project due to the issues.
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They quoted basement waterproofing and the work they would do to that effect. Mastic application was integral to the job quality, and The singular reason they got the job. Other vendors stated hey could not do this; but ACCULEVEL assured me on multiple occasions that this would not be an issue for them. They received the job and deposit accordingly. They made me remove my back deck, antennae, and then busted out existing concrete to take one pass with an excavator to then admit they could not actually do they work that they had promised on multiple occasions. This could have been determined without issue by starting on the other side of the house, instead they wanted to commit me further. I was offered no compensation or knock down on price until I told them not to come back the next since they couldnt do the scope of work they had previously stated. Despite being told to not send anyone back out, the workers showed back up and continued to do subpar work. Trash was left in the drainage trench which I as the homeowner had to remove. They did not even block in a section of foundation that they had quoted, instead stretching a vapor barrier over that and leaving that holding back all the dirt up to the grade. When pressed for permits, they claimed they didnt know anything about that. They caused damage to a water pipe in the digging process too, but didnt want to fix it right because that would get the city involved. They were supposed to replace deck posts and fence posts as well, but now Im left high and dry. They also left the antennae for me to deal with. When pressed for follow up on these existing issues, I was sent an automated payment reminder. I will be filing legal action against them, and I no longer believe for a second that these 5-star reviews are anything other than bots or paid comments. I have photos that corroborate my position from every point and will attach those if able to as well.

• Initial Complaint

  Date:08/08/2023

  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.

  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. 
  
  You state you are not qualified as a structural engineer then you should not be giving quotes to potential customers as you are not qualified. You had no problem coming out and to look at the house and telling us the house was fine but the garage needed foundation work. However you refuse to put that on the bid. 

  You simply are not qualified for foundation repair. 
  
  Regards,
  
  *******************************

  
  

  

  Business Response

  Date: 08/09/2023

  *********, we are sorry that we are unable to provide the documentation youre seeking.  We are a foundation repair company, which means we are qualified to assess your homes foundation for potential damages and make repairs within the confines of our knowledge and experience.  

  But we do not have the same qualifications that a structural engineer possesses.  If we provide the type of statement you're requesting, we would be falsely representing  our company and our expertise.  We discuss the differences between a contractor and an engineer in greater detail on our blog: ***************************************************************************;

  If you need a statement confirming that your home is in sound condition, this will require the services of a structural engineer.  Unfortunately, we do not have one on staff, so we cant provide a more specific recommendation, but you can find one through your states ******************************** (**********************************).  
  

  We genuinely appreciate that you trusted us to evaluate your home for potential foundation issues, and wish you the best of luck in the sale of your home.

• Initial Complaint

  Date:08/03/2023

  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.

  Acculevel has come out and fixed the issues. This complaint has been resolved ep us happy. But yet they have only gave promises and no follow through

  

  Business Response

  Date: 08/17/2023

  Good afternoon, *******!

   

  I just heard back from the salesman working with *****************  She's happy with the repairs made, and said that she considers the issue resolved.  We asked her to notify the BBB, so hopefully you'll hear from her soon!

   

  Thank you,

  Kelly 

  Customer Answer

  Date: 08/17/2023

  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. 

  
  Acculevel has come out and fixed the issues. This complaint has been resolved 
  
  

  Regards,

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

• Initial Complaint

  Date:05/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  This company continues to ignore the actual issues. The post was included in the original contract. Additionally pulling the retaining wall damaged the post so badly it has to be removed. According to the contractor we have had to hire to fix everything damaged by ******** the sidewalk shows no evidence of slabjacking and has sunk even further. It is impossible to deal with this company. I have spoken with at least 4 different people, each one asking the same questions and none providing answers. They still haven't said why a piece of equipment was sent to the house nor have they bothered to pick it up. The damage caused by the incompetent work is costing me $6000 to fix. At this point, I don't believe I should pay them any more money at all.
  
  Regards,
  
  ***************************

  
  t, he stated it was a thank you gift, it was not. On May 3, ******** sent me a text and an email requesting final payment. I texted and emailed back stating the work was not satisfactory and needed to be fixed before I would pay them any more money. On May 5, **** had looked at the pictures from the company and requested pictures from me to see what needed to be done. I sent pictures the same day. About May 8, I received a call from ******** stating that someone would be at my son's house to work on May 11 at 1 pm. On May 11, I received a call from the worker that he would be there about 10 am. As I had a meeting at that time, my husband met with him. That worker stated he was only there to fix the crack in the sidewalk. Instead, he walked the property with my husband, taking pictures of the issues. On May 24, after not hearing anything more from the company, I called **** regarding the status and he texted me saying he forwarded the information to the office again. As of this date, I have still not heard anything.

  

  Business Response

  Date: 07/06/2023

  After an extensive review of the property in question, we have confirmed that we have completed our contract with ******************** as agreed. 

  1. The retaining wall has been stabilized, as we promised (straightening was not the service chosen).  The column mentioned in the complaint was not part of the scope of work, nor is it not something we could repair. 

  2. All of the concrete slabjacking was completed, but the desired lift was only achieved in one section. The other portions were stabilized and should not settle further.  

  We would be happy to make an additional attempt at lift (under warranty coverage); however, we will require that invoice be paid in full before we will schedule additional service visits. It is our sincere hope that ******************** will agree to these terms, and allow us to schedule a service visit soon.  
  

  
  

  Customer Answer

  Date: 07/26/2023

  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 damage caused by the retaining wall being straightened necessitated the removal of the brick post and replacement of the stairs. This should result in some type of credit. If the post was not in the contract, then the salesperson lied because we definitely discussed it. Additionally, the salesperson did not explain about any potential damage being caused by the retaining wall method being used by this company. No one has tried to call me in the last month. This is one of the most dishonest companies I have ever worked with and as a retired Contracting Officer with the ********** of Engineers, I have dealt with a lot of contractors. Additionally, they continue to ignore the machine part (valued at $500.00 according to the invoice) that was sent to the house. Based on this information, I would expect a credit of $2000 which is the cost of repairing the damage caused as discussed above.
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 07/26/2023

  Unfortunately, we have been unable to speak with the customer further.  Our sales manager has made multiple attempts to reach ********************, without success. 

  Our goal is always to provide the best possible customer service, and to be fair and respectful in our interactions.  However, we do not agree that the column was included in our repairs.  We have uploaded the itemized portion of the contract, the drawing of planned work, and details given to the customer.  There are no discussions of column repair.  The plans were to stabilize the retaining wall next to the garage, by using a combination of helical tiebacks and wall anchors.  We also agreed to repair the sidewalk and steps leading to the front and back door, by slabjacking and crack sealing.  

  The column in question is built entirely out of brick.  We recommend that brick structures be repaired by masonry experts, as our repair methods are designed for concrete foundations.   We have provided before & after photos taken by employees that show no significant change in the columns location or condition due to our repairs.  

  As for the slabjacking at the front of the home, the attached photos show a series of drill holes that we created and used to inject the stabilizing foam below the concrete.  We understand that the desired lift was not achieved, but this is a possibility that is clearly noted in the contract.  We would be happy to schedule a service visit (covered by warranty) to make an additional attempt; however, that warranty is not valid until the invoice is paid in full. 

  

  Business Response

  Date: 08/08/2023

  On June 21, our sales manager made an appointment to come to your property.  His goals were to review the work we had done and address any concerns you had.  ********************** made a 3 hour drive, called you when he was 30 minutes away, called when he arrived, and called yet again when no one would come to the door.  He eventually left, after photo-documenting the slabjacking of the front walkway that was discussed as a point of contention. You are correct that he has not called you since that afternoon.  He was confident that you had his contact information, and would reach out to him when you were willing to talk.  You have not done so. 

  If you did not want to engage with **********************, you could have reached us by email, office phone number, or via the contact us form on our website.  All of these options are readily available both in the official paperwork you were given and through the public domain. However, the only communication weve received has been via the BBB.  We have done our best to respond to your complaints and encourage an honest exchange of factual information.  You have not provided any documentation that supports your claims that the steps were damaged by our repair methods, nor do we have any proof the column was included in our scope of work.  

  Acculevel approaches every homeowner with a genuine concern for their wellbeing and the health of their home.  We sincerely regret that weve been unable to resolve this situation amicably, but we cannot progress if you refuse to engage in the process. 

  Customer Answer

  Date: 08/09/2023

  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. 
  
  Wow! Your company continues to amaze me by not addressing the actual complaint and continuing to bring up new issues. The only reason I knew someone tried to contact me on June 21st was because of the area code of the number left in my records. ********************** did not actually speak with me on June 21st. There was a call at 12:39 pm at which time I was at work and could not answer the phone. No message was left. There was another call at 8:03 pm at which time I was at a family gathering and could not answer the phone. No message was left. At no time did ********************** make an appointment with me. Additionally, I did not return these calls because there was no name associated with the number on the call record so I had no clue who was trying to reach me and no messages were left. So I have no clue why ********************** would decide it was my responsibility to contact him. I did not start my complaint with BBB until I had spoken with 4 different people in your company, each of whom wanted to come and take pictures which had already been taken by 2 people. The salesperson promised the moon and couldn't even deliver the stars. There was never any mention of potential damage that could be caused by adjusting the retaining wall, and the one time I had an appointment with someone to come and fix everything they were only there to repair a crack in the sidewalk and had no clue about any other issues. As I mentioned in my previous message, the damage caused by the movement of the retaining wall left an unsafe issue that could potentially cause the homeowners insurance to be cancelled and needed to be fixed immediately. I spoke with people from your company during the months of May and June without anyone being able to address the issue or speak on behalf of the company. Each person I spoke with told me that they needed to speak with someone else before they could get back with me. The $500.00 part you had send to the house is still here and you have not addressed this at all. I spent $2000 repairing the damage that caused the safety issue and am simply asking that you discount my bill by this amount. That does not include all of the time and effort I had spent trying to get some type of resolution before going to BBB. You also continue to ignore this request. You can end all of this by giving me a $2000 discount on the bill and sending someone to get this part.
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 08/21/2023

  Respectfully, we have to disagree.  We are not ignoring your requests, nor are we avoiding the issues you have raised.  
  1. One of our vendors incorrectly sent a part to your home; we believed they would send postage-paid materials for its return.  When that did not happen, we expected ********************** to retrieve it during his visit.  Since his attempt to meet with you also fell through, we had your project advisor stop by your home and collect it from your husband.  
  2. The front walkway and stairs were slabjacked, and we have uploaded photos that clearly show this was done.  As stated in your contract, while lift is attempted, it may not always be achieved.
  3. The column you accuse us of damaging was leaning significantly before we began work.  It is not part of the scope of work we agreed to, per the contract you signed.  We have uploaded a copy of this contract (with information redacted to protect privacy).  We have also uploaded photos taken before and after our repairs that show no changes to the column or its location occurred.
  

  As for credit to your bill for damages done: 
  1. You have not provided documentation that the property was surveyed for damages after our repairs, nor any proof that any instability was found.  
  2. You have not provided quotes from contractors showing repairs were necessary, nor proof that such required work has been performed. 
  3. Until now, you have not mentioned any issues with homeowners insurance, and you did not include any documentation from your policy holder that shows our work had caused any concerns.
  4. Factually speaking, aside from your own statements, we have no indication that our repairs had a negative effect on your home. 
  We have fulfilled the contract as agreed, and payment was due at the time of completion.  Without any evidence that we are negligent, we cannot be expected to reduce your financial responsibilities. 

  Customer Answer

  Date: 08/24/2023

  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. 
  
  You are correct in that the brick post was leaning; however the post was actually leaning toward the driveway. When you lifted the retaining wall, it caused the brick post to lean toward the porch steps and your photo indicates the cracks and damage caused that made it unstable. I do not have anything in writing from the contractor stating it was unstable, only his word. I used *******'s *************, **********, **. The work associated with the brick post included dismantling the brick posts which in turn caused replacement of the stairs because the brick post was attached. As you say, you performed slabjacking even though it did absolutely nothing in any of the areas that were done and your contract allows you to just say you did the work even though it didn't improve anything. So I also hired the contractor to replace the sidewalk that was supposed to be leveled with the slabjacking. The overall estimate for everything was $6500 so I was estimating the cost associated with the brick post issues. If need be, I can send copies of my cancelled checks. I am requesting relief for the issues with the brick post. 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 09/07/2023

  Thank you for the offer, but sending ** copies of your checks is not necessary.  When one of our service technicians was in the area last week, we asked him to stop by and photo-document the new stairs & walkway.  This is enough to confirm that you had additional work done after our repairs were made (including the removal of the column).  

  We have uploaded a settlement & release form; we ask that you review it, then sign and return it to us.  Well then credit the requested $2000 to your invoice.  We hope this will conclude this situation to your satisfaction, and allow the BBB to close this complaint as resolved without publishing.  (Publishing the complaint would violate the agreement.) 
  

  
  

  Customer Answer

  Date: 09/08/2023

  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:05/06/2023

  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.

  September, 2022 Acculevel came out to my property in ************. The original accessor/inspector **** came and did a full workup of my home and documented how to ensure levelness throughout my entire home as well as full encapsulation, **** also was questioned about water build up around the home and advised that a drainage system wasnt advised due to cost and my home sitting semi high on a hill. I agreed to his $26,755.00 contract. Unbeknownst to me, the inspector **** completely missed multiple areas of unlevelness throughout the home, and water build up has occurred in my brand new encapsulation! A second inspector was sent to my home, *******, I believe and he did affirm that multiple areas were missed upon the original workup, and that honestly it was going to be somewhere in the ballpark of an additional $10,000-30,000 to have everything done correctly. Absurd! I am a customer who trusted in a company who should know what they are doing. Since trusting Acculevel with their completed project I have continued my home renovations and replaced a roof, sprayed my walls of close cell insulation, installed all new drywall, *************, placed my trim and set my doors. The thought of having them come back out to fix any issues they drastically missed could cause $10,000+ dollars in damages to my home at this point. The encapsulation was completed following the first structural repair, however the crew who laid my water proof barrier down left so many materials below the barrier that attempting not to poke holes through the barrier is a daunting task, water build up has occurred on top of the new barrier due to very poor seams and their tape job, the dehumidifier has not been operable for over 3 months and they tied in their drain line to my HVAC pump system and its overflowing causing tons of moisture and mold to start up. I have much more to say but am limited on wording. I expect this company to accept the $11,000 Ive already given and forgo the remaining.

  

  Business Response

  Date: 06/08/2023

  As of June 8th, *********** only unresolved complaint is the unlevel flooring in one section of his home.  Our QC manager met with ****************, reviewed the entire property with him, and they have agreed to the following:
  

  1. A $1000 discount of the final bill, for not including this section in the original estimate.
  2. **************** will pay the remaining balance of his invoice.  
  3. Once the original work is paid in full, we will install an additional support beam that is needed to fully address the section still needing repair. 
  

  It is always our goal to provide 5 star customer service to our customers.  When we make a mistake, we want to make things right.  We appreciate *********** cooperation and consideration, and we look forward to making the additional repair for him.