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:10/29/2024

  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.

  On 8 Aug i turned in a ***** Dry humidifier to Erickson Foundation for repair. I paid a $300 deposit. At that time, the timeline for repair was a few weeks. The employee indicated she would email the receipt of the deposit, which she did NOT. I followed up in mid Sep, since i had no contact or a status. They told me it the unit was in their shop, when i drove there, it turns out they were wrong and it was not back from repair. Since that time, i have called them roughly 5 separate times to get a status, and the employee never knows the status, and pledges to find out after talking with their manager. She never follows back up with them. They strike me as extremely unorganized, and lack attention to detail. At this point, i want a refund of my $300l

  

  Business Response

  Date: 11/04/2024

  Hello *** ******, 

  We apologize for any miscommunication, or lack of, regarding the repair of your SaniDry dehumidifier. Please note, your unit is with the manufacturer and your units mechanical warranty claim is directly with them. Although we have no control over the time it takes for the manufacturer to repair the unit and ship it back to our warehouse, we do understand the frustration of having to wait this long for the repair to be completed. Our service department manager, ****** *****, has previously offered you a free set of SaniDry filters, a $128 value, as well as free delivery of your unit once we do receive it back from the manufacturer.  These are not standard offers, as again, your warranty claim and repair is directly with the manufacturer and not with Erickson Foundation Solutions, and we did not and cannot guarantee an exact date of when the unit will be repaired. 

  We are also in contact with the manufacturer on your behalf asking them to expedite this repair, though they are limited themselves due to back orders of parts. We promise to keep you updated on the status of your unit once the manufacturer updates us.

  Thank you,

  Matt Erickson

  Erickson Foundation Solutions

• Initial Complaint

  Date:10/31/2023

  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.

  They had completed work crawl space under my house. When they had completed the work (or so we thought) we found that they had left cement all over the yard where they had mixed the cement, as well as over towards the back of the yard. They had installed a sump pump on an uphill incline so that it drains the water from under the house back to the pump. They also damaged my gate and did not inform me. When I brought this to their attention, they agreed that this should not have happened. The fence installer corrected the problem with the fence at no charge. They advised that they would remove the cement, and the sump pump. They offered me $1,000.00 to take back the pump, it costs almost $2000.00. This was on 10/17/23. They have not responded since then. This is very poor customer service, on their part. I am seeking removal of the pump, and refund on $1500.00.

  

  Business Response

  Date: 11/10/2023

  Mrs. ******, Thank you for
  reaching out to us and for choosing Erickson Foundation Solutions for your
  crawlspace and waterproofing needs.  I appreciate this opportunity to address your concerns again, and hope that we can come to a better understanding.  We
  have been in business for nearly 45 years, serving many thousands of homeowners
  over those years, and we take a great deal of pride in the work that we do.  We have maintained such a high rating with the BBB precisely because we work so hard to satisfy our customers with quality service.

  As hard as we try, we are
  not perfect.  Though the vast majority of
  this large project was completed without any issue, our team did acknowledge
  that some small mistakes were made, and we immediately took steps to correct
  them.  Specifically, as you mentioned:
  
  1.  A very small amount of washout stone (about a shovel’s worth) was left at the edge of your yard when the crew washed off their concrete tools and inadvertently forgot to pick that up.  When you brought this to our attention, our project manager immediately returned to your home to personally fully remove and clean that up. 

  2.  One morning during the project, our crew asked that you move your car over to give them access to park at your driveway, but you declined to move it and told them to park on the other side.  When they attempted to bring the truck in where you directed, a tire hit a bump in the driveway, causing the truck to catch a protruding bracket on the fence pole.  As I understand it, the bracket was not damaged, but shifted about ½” to the left.  Our project manager offered to move the bracket back, but you chose to have your fence installer do that instead and he did that for free.  It was a relatively minor incident, but we acknowledge that it shouldn’t have happened, we apologized, and we did take steps to make it right with you.
  

  To our knowledge, both of these issues were fully resolved,
  so they really aren’t at issue here. 
  From what I can gather, you were ultimately unhappy about the water that
  is being pumped out of your crawlspace and into the yard.  Our contracted scope of work with you
  included, among a number of other things, the installation of a sump pump to
  remove the water in your crawlspace.  The
  contract included installation of up to 10’ of buried drainage line to get that
  water away from the house.  During the
  project, you asked our team about extending the drainage line further away from
  the house.  Though exterior drainage is a
  landscape issue that we do not typically deal with, our team quoted you a price
  to extend the drainage line beyond what was originally quoted to you.  You were very unhappy that we would charge a
  price to do that, so our team actually offered to do it for you at no cost, as
  a gesture of good faith.  But you
  declined their offer and told us that you were planning to regrade or landscape
  the yard differently anyway.  It was at
  this time that you instead demanded that we remove the sump pump system and
  give you a full refund for it.

  However, the sump pump was operating correctly—it was
  effectively removing the water from your crawlspace.  It was installed correctly, exactly as per
  the specs of the contract, and operating as designed.  Water being pumped out into your yard may not be ideal, but we didn't put the water on your property--we successfully got it out of the crawlspace under your home.  We explained that the sump system should not
  be removed because the water would once again cause major issues to your home's structure in your
  crawlspace.  We also explained that we
  could not offer a refund to remove installed products that were installed
  and operating correctly.  Upon your
  insistence, our project manager did offer you a partial refund to remove the
  sump system, despite the fact that it really is needed, there was nothing wrong with it, and it would
  cost us more than the refund amount to remove it.  While we regret that you were not satisfied
  with our offer and felt that you should get a larger refund, we do stand by it as more than fair.

  I should also point out that we maintained complete communication
  with you both during and after the project, responding in a timely manner to every concern you
  raised.  On October 17 we did answer your
  demand for a refund on the pump with our final offer to you, which you
  declined.  You did not reach out to us
  again after that, and we considered the matter closed.

  At this time, we feel that we have provided you every
  service that you contracted us to do, and we are confident that we completed
  the work with a high level of quality and customer service.  We made efforts to address every concern you
  raised, and it was our goal to provide you with satisfaction.  Indeed, our team went above and beyond for
  you by providing over $3,000 worth of extra structural posts and beam at no
  extra charge to you.  I regret that we
  were not able to satisfy you despite our best efforts, but I am convinced that
  our team did everything they reasonably could to provide you with the best
  outcome possible.  We stand by the work and
  systems we installed for you.  We do not
  agree to remove the properly installed sump system and provide a $1500 refund
  for that work.

  Customer Answer

  Date: 11/17/2023

  Reply to Erickson Foundation.

  !. Who did his employees speak with as it wasn't me.  IF your work is so good why are there so many complaints?

        No one asked me to move my car, and what does this have to do with the workmanship.

  2. Your project manager did not clean up the cement as it is still there...

  3. As for the gate all she wanted to do was spray paint the damaged area.

  4. Your crew asked if they could bring in the trucks so that they would be closer to the house and not have to carry everything the length of the house. The truck was LEAVING when it hit the fence, as he was to close on one side. Then proceeded to hammer it to close. There was no protruding object on the fence it was the SCREW holding it together, look at the photos.

  5. The sump pump, it was not put in correctly. Look at the photos, the green lid was not screwed in and when your employer, ROGER, came out admitted it was incorrect. He and Alice suggested rocks in the bottom of the hole and around the green lid as it was flowing in the wrong direction. As for your offer to add onto the 10ft. your employee did not tell me what the cost would be but "at what we charge per foot, it really isn't worth it"

  6. I replied to your offer and never received a reply from your company, so I sent this:

  ******** ******<********@comcast.net>
  
  10/24/2023 12:01 PM
  
  
  To  ****** ********   Copy  ********@comcast.net  
  
  Could I have at least a professional curtesy reply?

  Though I am fully unsatisfied with your company, to end this I am willing to take your offer of $1000.00. Please have the check delivered the day they come to take it out.

   

  Word of mouth does a lot for businesses and do not feel that yours will fare well.

   

  ******** ******
  ?
  
  
  
  

  Customer Answer

  Date: 11/17/2023

  
  
  Complaint: 20******
  
  
  
  

  Reply to Erickson Foundation.

  !. Who did his employees speak with as it wasn't me.  IF your work is so good why are there so many complaints?

        No one asked me to move my car, and what does this have to do with the workmanship.

  2. Your project manager did not clean up the cement as it is still there...

  3. As for the gate all she wanted to do was spray paint the damaged area.

  4. Your crew asked if they could bring in the trucks so that they would be closer to the house and not have to carry everything the length of the house. The truck was LEAVING when it hit the fence, as he was to close on one side. Then proceeded to hammer it to close. There was no protruding object on the fence it was the SCREW holding it together, look at the photos.

  5. The sump pump, it was not put in correctly. Look at the photos, the green lid was not screwed in and when your employer, ROGER, came out admitted it was incorrect. He and Alice suggested rocks in the bottom of the hole and around the green lid as it was flowing in the wrong direction. As for your offer to add onto the 10ft. your employee did not tell me what the cost would be but "at what we charge per foot, it really isn't worth it"

  6. I replied to your offer and never received a reply from your company, so I sent this:

  ******** ******<********@comcast.net>
  
  10/24/2023 12:01 PM
  
  
  To  ****** ********   Copy  ********@comcast.net  
  
  Could I have at least a professional curtesy reply?

  Though I am fully unsatisfied with your company, to end this I am willing to take your offer of $1000.00. Please have the check delivered the day they come to take it out.

  Word of mouth does a lot for businesses and do not feel that yours will fare well.

  ******** ******
  ?

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 12/13/2023

  Our crew, service team, project manager, and service manager have all been to the property on multiple visits to respond to customer concerns and address any issues that there may have been with the installation.  They did, in fact, take care of those issues.  There simply is nothing wrong with the installation of the sump pump, and it is operating as intended.  Despite this, we did make a good faith offer to remove the pump and give a partial refund of $1,000.  Unfortunately, the customer refused this offer by phone, and we never received any further correspondence from her to the contrary--until we received this complaint to the BBB several weeks later (and over 6 weeks after the sump system was installed).  The system has been in full operation since installation.  I have attached photos of the completed sump system as installed.  Our signed contract includes a warranty that all labor and material installed under the contract will be free of defects, and we stand by our warranty.  If there is any problem with the operation of the system, we will stand by our work and correct the problem.  In conformance with our contract and our warranty, we have already made multiple visits to the home, at which we confirmed and demonstrated that there are no defects with the system or the installation, and that it is operating correctly.  We do not provide return refunds for installed systems.  And while we made a limited time, good faith offer to give a partial return refund, the customer refused that offer.  We will continue to honor the warranty on the installation we provided, but do not agree to refund any cost of the installation.

  Customer Answer

  Date: 12/15/2023

  Thank you for the follow up, the system is not being used. As all it does is move the water out to the spout and then that rolls back to the pump. It is sad that such a large company can make up so many stories.  However, what comes around goes around and they will feel the effects of their errors.