Complaints

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:03/17/2025

  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.

  Carolina Foundation Solutions installed a basement waterproof system in our home in February 2025. As a part of the installation, any area where the system is installed is guaranteed with a signed transferrable lifetime warranty against any water entering along the wall where the system was installed. On multiple occasions over the last few months, water has intruded along a wall where the system is installed. We reached out to the company on February 12, 2025 and completed their warranty notification process and provided photos and videos as required. Despite multiple points of contact, no one at the company has addressed the warranty filing. We have been told that "******* in production" has received our complaint. Their process indicates someone will be in touch in 7-10 business days, yet ******* nor her team has reached out. After multiple phone calls to **** ****, the operator, with requests for escalation, a phone call is never returned. In an effort to appease us and probably stop the daily calls and delay the process even more, **** sent a salesman to our house on 3/17/25 who upon arrival, indicated he is not the type of employee that can service this type of request and all he could so is send the photos to ******* in production via the same process I had already initiated. This is unacceptable. We have had water intrude into our home now 3 separate times since the warranty was filed. The company is in violation of their own policy and procedure, their lifetime warranty, and generally poor at customer service

  

  Business Response

  Date: 04/01/2025

  Dear ****** *****,
  Thank you for reaching out and bringing your concerns to our attention. At Carolina Foundation Solutions, we take customer satisfaction seriously, and we appreciate the opportunity to address any issues you have experienced.
  We understand that you have been experiencing water intrusion concerns and have reached out regarding warranty-related matters. To ensure we fully assessed and resolved the issue, our team took the following steps:
  A site visit was conducted on March 18th to evaluate the cause of the water intrusion.
  Based on the assessment, a crew was scheduled to return on March 19th to complete necessary repairs.
  On March 19th, our team installed a section of grate drain near the sump pump to improve water drainage and sealed cracks in the concrete using epoxy. Additionally, we reinstalled the drywall along the affected wall to restore the area.
  We value your trust in our services and are committed to standing behind our work. If you are still experiencing issues or have any concerns, please let us know so we can work toward a resolution. Our goal is to ensure that your waterproofing system functions effectively and meets your expectations.
  Please feel free to contact us directly at ******************************************************* if you have any additional questions or require further assistance.
  Best regards,
  *** *****
  SXO
  Carolina Foundation Solutions
  

  

  Business Response

  Date: 04/01/2025

  Dear ****** *****,
  Thank you for reaching out and bringing your concerns to our attention. At Carolina Foundation Solutions, we take customer satisfaction seriously, and we appreciate the opportunity to address any issues you have experienced.
  We understand that you have been experiencing water intrusion concerns and have reached out regarding warranty-related matters. To ensure we fully assessed and resolved the issue, our team took the following steps:
  A site visit was conducted on March 18th to evaluate the cause of the water intrusion.
  Based on the assessment, a crew was scheduled to return on March 19th to complete necessary repairs.
  On March 19th, our team installed a section of grate drain near the sump pump to improve water drainage and sealed cracks in the concrete using epoxy. Additionally, we reinstalled the drywall along the affected wall to restore the area.
  We value your trust in our services and are committed to standing behind our work. If you are still experiencing issues or have any concerns, please let us know so we can work toward a resolution. Our goal is to ensure that your waterproofing system functions effectively and meets your expectations.
  Please feel free to contact us directly at ******************************************************* if you have any additional questions or require further assistance.
  Best regards,
  *** *****
  SXO
  Carolina Foundation Solutions
  

• Initial Complaint

  Date:02/23/2023

  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.

  - Initial visit was on 1/11/23
  - Paid Deposit 816.19
  - they told us they would lift and secure the unsupported girder.
  - they came and did not repair it correctly and after pointing out the problem, technitian agreed that they would fix it right which they did and after many calls including a no call no show we decided not to work with them and we no longer felt comfortable doing business with them due to the lack of communication and professionalism.
  
  *Please see the very detailed explanation of the terrible experience we had with them attached*
  
  Summary
  - after a month waiting on callbacks and to hear from them they tried to come and perform a repair that we dont authorize and basically giving us no option of losing our money or accepting to allow a repair that is not needed.
  - all we wanted was to part ways and move on but they keep showing their terrible work ethic, bad and dishonest business. So leave us no choice but to reach out to BBB, share our experience as a review to hopefully warn others so they can save time, frustation and money by going a different route with a different vendor.
  
  Please see attached letter with all the details

  

  Business Response

  Date: 03/07/2023

  Good morning,

   

  Despite the challenges of being allowed to address the issues at the home, Carolina Foundation Solutions has resolved the complaint to the customer’s satisfaction.  We have provided a full refund. 

   

  I did attempt to contact you by phone yesterday.  You do not need to respond to my voicemail.

   

  Carolina Foundation Solutions, LLC has and will continue to strive to provide the best customer satisfaction.  We regret that this customer’s expectations were not met during the initial visit.

   

   

  Regards, 

   

  Chet Miller

  Member Manager

   

  

  Carolina Foundation Solutions, LLC 

  Office: 336.395.7050

  Mobile: 336-260-0960