Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/20/2025
Type: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.
Company will not honor it's limited warranty to 'provide the labor and materials, at no cost to Customer, to make any necessary adjustments to SmartJacks'.Customer Answer
Date: 03/20/2025
Contacted company 4 times to get necessary adjustments to SmartJact since crack in wall above door and floor is sagging. Each time they say a maintenance fee of $200-240 is required to do necessary adjustments when company warranty states that it is at no cost to customer. They do not call back when they say say they will.Customer Answer
Date: 03/31/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 04/16/2025
***,
Thank you for bringing your concerns to our attention.
Our records indicate that your project did not include a waterproofing system, and therefore, it does not fall under the terms of our warranty. However, we understand you have concerns regarding the SmartJack system installed in your home.
While your current request does not qualify for free service under the warranty, as a gesture of goodwill and commitment to customer education, our General Manager, *****, is willing to personally accompany our technician, ********, to your home to assess and perform a complimentary SmartJack adjustment as well as remove any fees for the service performed on February 28th, 2025, if that is what you are requesting. During this visit, ***** will also walk you through how SmartJack adjustments work and help you better understand the system and its maintenance.
Please let us know a convenient time for us to schedule the visit. We are happy to assist in ensuring your system is functioning properly.
Sincerely,
**** *******
Customer Answer
Date: 04/19/2025
I am rejecting this response because: The SmartJack warranty in my contract has no reference to a "waterproofing system" any where. The company did call and leave a phone message on 4/15/25 from the production manager stating he "wants to reach out to make things right". I returned his voice mail three times and left a call back message. I called the company and left a message with office also the week of 4/14/25. No one has returned my calls this week and this is typical for the last two months when I talked to four different people at the company. Their response is always that I will get back to you about this problem.Business Response
Date: 04/22/2025
Thank you for your response, ***. We apologize for the delays and lack of follow-up you've experienced. That is not the level of service we aim to provide, and we understand your frustration.
To move forward and resolve this matter, we have scheduled a visit with our Operations Manager, ***** *********, on the afternoon of May 1, 2025. ***** will personally inspect the system, complete any necessary SmartJack adjustments at no cost to you, and provide a clear explanation of the system's performance and maintenance.
We appreciate your patience and the opportunity to make this right.
Sincerely,
**** *******
Customer Answer
Date: 04/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
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