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:03/21/2025

  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.

  8-28-2024 I hired EPP Foundation repair to water proof the front of my house which they did. But they told me that if I had any problems or need them to come clean the sub pump to call. I called the salesman to tell him there’s a lot of sand in the bucket, he promised me along with the supervisor that he would come show us how to clean it and he would clean it the first time without paying the first time. Since he told me that he and the business phone they will not answer. I have called many many times with no response and I’ve left many messages to both the business and the sales man *****.
  My husband and I finally figured out how to open the top and cleaned it we both were bleeding from trying to get the hose of vacuum in there. The design is not made for the customer to take care of it ourselves because they charge $200 to come out, that’s why ***** said he would show us how.
  The floor where they jackhammered they cemented over the drain was not smoothed out making the floor a complete mess. Not to mention the mess that was left when they finished. If I would have known these things I would have went with a different company. So now the problem is if a problem arises and I need to use their warranties they won’t answer my calls.
  I pray no one else uses this company and have to go through the same thing.
  I’m not looking for a refund, I want them to stand behind work.

  

  Business Response

  Date: 04/02/2025

  FYI:  I have our Service and Warranty Manager contacting C**** ****** today, to offer to come out and perform a service on her sump pump and pit.  If she doesn't need that service we will come out on the 1 year anniversary of the original installation and perform a service visit free of charge.  We do offer annual service plans to our customers, at a cost, so that this periodic maintenance can be performed.  Mrs. ****** did not purchase this plan when she accepted the bid, even though it was spoken about and offered by our Foundation Specialist, *****.  Otherwise, it is the customer's responsibility to maintain the upkeep of any product installed or service performed by Epp Foundation Repair

  

  Business Response

  Date: 04/02/2025

  ****** thank you for bringing this issue to our attention.  We apologize for not responding to your concerns sooner and forcing you into a situation where you had to make a complaint with the BBB.  Our Service & Warranty Manager, ******, should be contacting you today to resolve this issue.  I believe it is his intent to offer to come out soon, and perform maintenance on your sump pump and pit.  If this service is not needed, we will visit your home around the one year anniversary of the original installation to perform that service free of charge.  We do offer Annual Maintenance Plans to our customers, at a cost, to do this maintenance on a regular basis, otherwise the maintenance of your pump and pit is solely your responsibility.  Please let ****** know of any other issues you may be having and we will do our best to remedy said issues.

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

  Customer Answer

  Date: 04/09/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:07/30/2024

  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.

  I used EPP foundation repair to poly lift part of my garage floor, a section of my driveway and the front step of my home. The front step was the most expensive part of the project. I was told, “99% of the time we get the concrete to lift no problem” then a few weeks later when the crew came to lift the problem areas the front step was not even lifted an inch but other concrete was affected near the step that was fine and needed no work done. I was instructed by the crew to call the office of EPP foundation repair and tell them what the deficiencies were and “they would make it right.” That is what I did. I called and was told that I was misled and not properly informed when I was seeking compensation for the poor work done. If I was misinformed by an employee of your business that in itself deserves an explanation. I was told I am expected to pay full price for the quote I was given yet only 2/3 of the job was done to standard.

  

  Business Response

  Date: 08/12/2024

  Hello *****

  We apologize for the inconvenience of not getting the results you were looking for, and then not reaching a satisfactory resolution to your issue.  We try to do our best, with every customer, to give the best service possible and it sounds like you did not receive our best!  The last Foundation Specialist you spoke to will be giving you a call today to help get this issue resolved.  Please accept our apology for the mixed messages you received from our company, we will do our best to get this issue resolved for you.  Have a good day.

  Customer Answer

  Date: 08/12/2024

  I have received compensation for my dissatisfaction from EPP foundation repair and have no complaints.

• Initial Complaint

  Date:07/06/2023

  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.

  We hired Epp last summer (2022) to do some external waterproofing on our basement. We continued to get water in our basement after the work was completed which I understand is something that is out of their control. However, when inquring about the issue Epp then proceeded to tell us 9 months later that the issue with the water was the slope of our dirt outside our house. Never once did they mention the slope when they were doing the work and when they took all the dirt away from the house to do the waterproofing nor suggest we get it fixed. After several emails, they agreed to come out and fix the slop and put in another draining area. They indicated in the email that they would remove a small retaining wall, removed dirt to fix the slope and then put in a drainage box for the area. What they did was come out and remove dirt, throw the rock back on top and the retaining wall was not fixed but rather had a piece of plywood set in front of it and no draining box appears to have been installed. We are still getting water in our basement and they are not responding to emails. We paid them around 5K to do this work.

  

  Business Response

  Date: 07/11/2023

  ******,

  We are very sorry to hear that we were unable to solve the water issues that you were, and still are, having.  It is always our goal to provide our customers with exceptional service, and to solve the issues their homes are having, so that peace of mind can be restored.  We understand that your home is your biggest investment, and you need to take care of that investment.  Unfortunately, we were unable to accomplish any of the objectives I've just listed, and for that we are sincerely sorry.  Your original Foundation Specialist, our Service and Warranty Manager, and our Director of Production visited your home yesterday, 07/10/2023, to re-evaluate what was going on with your home, and have come to the conclusion that a full refund was warranted, as we would be unable to solve the water issues due to incorrect grading on the outside of your home.  It is our hope that you can take that money you invested with us and and put it towards the grading that is needed.  

  One of our core values here at Epp is "Extreme Ownership," meaning we have to own everything in our world, and with that ownership, we have to own the fact that we could not provide the level of service you should expect from a contractor, and that we would expect from ourselves.

  The refund check will be printed and sent to you by end of day today.  We hope that you will accept our apology, and we wish nothing but the best for you and your home.

  Sincerely,

  The Epp Foundation Repair Team