Complaints

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• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had STL Polyjack complete work on my garage and my study room on July 24th, 2024. I paid them $3,500.00 to complete both areas. They agreed to level both the garage and the study room. Prior to the poly jacking, all my duct vents were functioning perfectly. It was after the procedure that my wife and I noticed two of our rooms became devoid of air due to the vents no longer functioning. As a remedy, we had to install window air conditioners to cool those rooms.Upon contacting the poly jacking company about the issue, they visited my home and performed an inspection using a camera inside the vents. They demonstrated uncertainty about the problems found and expressed willingness to pay for a third-party inspection.When an independent inspector examined the vents, they documented that the main vent was bent and one of the vents was disconnected. The only logical deduction from this finding is that the damage happened during the poly jacking process.When I forwarded this information and quote for repairs to the ************ company, I received a dismissive response. They downplayed the issue, suggesting they did not see any pictures of the damage and stating that it was unlikely they were responsible for it. Their proposal was to reimburse me for the work done only near the damaged area, which is significantly less than my quoted repair cost.I have instructed the inspector who discovered the damage to send his photos to the poly jacking company. However, my subsequent attempts at contacting the ************ company have not been successful.Thank you for your assistance. I am hopeful that action will be taken accordingly in order to rectify this situation.

  

  Business Response

  Date: 10/22/2024

  We are always responsive to the client and we will correct any mistakes we make. We have examine the work performed and it was done exactly as it should have been done with no deviation from standard practice. We did lift the concrete slab to the desire height as contracted. The inspection report from the **** contractor did not specifically cite blockade in the ductwork nor did any videos show any foam in the ductwork that would indicate that it is our company's fault. We need more proof if it is our company's fault and the estimate from the client had other charges that were unrelated to repairing the ductwork.
  
  This was all our response to the client.
  
  "I tried to give you a call to discuss this matter a bit, but it went straight to voicemail.  If you would like to talk on the phone, let me know when would be a good time tomorrow to call and I can try to work that out. 
  
                  So, I reviewed the estimate and photos from the hyper duct company.  There doesnt seem to be any photo of crushed or dented ducts, nor any photos of any foam blocking the passage.  This is not to say its impossible, Im just saying we have no proof that our foam did this directly.
                  Secondly, the notes on the estimate say suspected microbial growth and heavy buildup of organic debris and rust, and says it includes a coating to stop rust and prevent future mold growth.  On one hand, there is no specific mention of a blockage or damage from foam.  Also, if the ductwork was compromised by rust spots, holes, or loose connections (due to dropping slab) prior to us being there, then the foam may have found its way in there, but in that case, there is no way for us to have known the ductwork had any previous deficiencies.
                  I would never tell someone that this couldnt happen, but it is also a rare occurrence.  I would have said something like it wont hurt or crush the ductwork itself, and that we can usually hear a distinct sound when it does expand into ductwork or piping, so we should be able to hear that if it starts and pull out in time.  The problem is, whether it is because of compromised rust holes, loose connections that allowed the foam in, the lifting floor separating sections of the ductwork, or if it was something else entirely, we heard none of those noises, no sounds of stressed or compressing ductwork, and no visible damage or foam blockages from our scope cam or the duct company.
                  With all of this being said, we definitely still do not want to leave you high and dry. We want to do what we can to help.  Im authorized to offer you a full refund on the interior slab ($1500) plus $500 to either go towards a second opinion from another duct company, or any other solution you decide on.
                  I do apologize again for the unfortunate circumstances.  This is a rare occurrence, and without a thorough inspection of ductwork prior to lifting, there would have been no way for us to have known it was compromised.  Again, if you would like to discuss further, you can either email me back, or let me know when would be a good time to call you tomorrow."

  Customer Answer

  Date: 10/22/2024

  Complaint: 22393144
  
  I have reviewed the business' response and am rejecting it because:
  

  "Hyper duct said you can contact them for any information. He also took pictures of everything. I am 110% sure it was from this job." Not in this case. I responded twice to the email the provided. Those are attached to this response. I also tried calling after receiving this email in question which goes straight to voicemail (which I stopped leaving because I never get a call back). I prefer email because then I have time stamped responses (or lack of in this case).
  
  
  Sincerely,
  
  ****** ****