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:12/03/2024

  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.

  This complaint primarily arises out of my contract between Terratec, Inc., dated April 4, 2019. Terratec performed exterior pier installation at the left front corner of my house to stabilize the foundation. In late 2001 or early 2002, the brickwork in the front left corner showed evidence of additional foundation movement. Installation of crack monitors showed ongoing widening of this crack, which extends to the top of the second floor brickwork, and widening sheetrock cracks in corresponding areas inside the house. Terratec came out at least once and I believe on more than one occasion to look at the situation, then inspected the pilings in August 2024, but has not repaired the ongoing damage.
  I separately contracted with Terratec for installation of piers at the back left corner of my house, which was performed on the same mobilization in August 2024. Terratec has not completed its restoration of my property from that work and, based on the failure of its prior work and its unwillingness or inability to make warranty repairs, I question whether the new work will be effective.
  On November 7, 2024, I emailed the company advising that I would like to discuss the situation and agree on a repair plan by Monday November 11, and have all work completed by Friday, November 15. I sent this to the company email address and copied my salesman, who responded that he would make sure the proper person at the company received it. Prior to this, advised Terratec that I felt it appropriate for me to withhold payment on the new work until the warranty issue was resolved. As of this writing, December 3, 2024, Terratec has made no effort to respond to me, thus forcing me to take this step in an effort to get Terratec to live up to its obligations.

  Business Response

  Date: 12/09/2024

  The residence was visited on 10/07 and the original piers were checked and holding pressure at 3000psi. I instructed the crew to pressure the piers to 4000psi, which resulted in no change of depth and we tied the piers back off. The last communication I had with Mr. ******, there was a question of whether or not the area had moved or not. My guy in the field said he was unable to mortar that area in the original visit and doesn’t believe it had opened up any more. Mr. ****** said he had an engineer to place a crack monitor on the area. I asked to see the pictures of the monitor that were taken at the time of installation. This is standard procedure when installing so you may document the progress. We have not seen these as of yet. We believe we have honored our warranty by coming out and rechecking the piers and making sure they are at 3,000psi and that the new piers in the new area of concern were installed properly as well and carry the lifetime warranty once the bill for that work is paid  

  Mr. ****** informed us of soil settlement in the area that we excavated to perform the redo check and put in new piers. 
  as well as an irrigation line they was damaged. It states in our proposal terms and conditions that we are “not responsible for damages to utilities and/or obstructions that are encountered during installation procedures, marked or unmarked”

  Myself or someone will contact Mr. ****** within the next 48 hours to schedule a date for the soils to be replaced to bring the area back up. 

  Customer Answer

  Date: 12/15/2024

  I do not agree with the response of Terratec for the following reasons.

  1. Terratec states that the crack has not moved, but its own salesman has seen the crack monitor readings in my bedroom, which show movement. I received photos from the engineer who placed the monitors since I last spoke with "Eddie" at Terratec. I did not send them to Terratec because it did not follow through on repairs to the soil around my foundation and sprinkler system as promised and, when I tried to get it to follow up, Eddie quit taking my calls or returning my calls. This after Eddie assured me he was taking personal charge of my issues. Due to the width of the crack, I have had to caulk it to avoid water intrusion and have had additional trim installed around one upstairs window where the brick wall separated from the window frame by more than one inch. I had requested that, to meet its warranty repair obligation, Terratec raise the foundation to close this crack, as it states in its contract is a possibility and as its salesman told me it could do. The foreman on the warranty repair told me this was not possible so Terratec has done nothing but check the pressure on its pilings in response to my warranty claim.

  2. The warranty says nothing about pier pressure. It warrants the work performed and states that settling other than by earthquake, other acts of God (some of which are enumerated) or man-made conditions will be repaired "to correct any defect in workmanship or material that may have occurred in order to stabilize such area." Terratec does not assert that any of the excluded conditions caused the additional settling here. The warranty excludes consequential damages but does not exclude damages to the structure itself. I do not have the training to know why the original work failed. The fact that it failed, however, demonstrates that Terratec did something wrong. Rechecking the pilings and finding that they are holding pressure (and I have to rely on Terratec for this) does not relieve Terratec of its stabilization and repair responsibilities. 

  3. I see nothing in the 2024 contract that allows Terratec to bury sprinklers.  The 2019 contract does not contain the language about utilities or obstructions that Terratec cites. It does exclude "cosmetic work or any other work" but does not mention placing the property back in its general prior condition or discuss irrigation lines. More importantly here, Terratec undertook to repair the irrigation lines, leading me to understand that work would be completed.  I specifically remember the job foreman standing in the excavation for the new work reconnecting one pipe. In that same area, Terratec simply buried one sprinkler head under several inches of dirt, such that I could not locate it. It ran underground for a week while i was out of town before I knew there was a problem.

  In the location of the warranty work, Terratec had to cut a  3/4" irrigation pipe and covered it up when closing the excavation without reconnecting it or letting me know it was not going to reconnect it. This resulted in water in my basement and wash in the area when my sprinkler system operated with this open pipe for a week while I was out of town. There is  a 14" deep hole hole at my foundation where the pipe is and another 9" hole nearby, as well as  various areas where the soils has settled and cracked. Without ever claiming this work was not its responsibility, Terratec repeatedly agreed to repair all of this but has not does so. After several delays and more calls from me, it did sent two workers out, but instead of making repairs, they said they were there to look at the problems and see what they needed for the repairs. Despite telling me they would be back with the materials and would make the repairs later that day, they never showed back up.

  4. The Terratec response was sent to me on 12/10/. In its response Terratec stated it would contact me within 48 hours. As of tonight, 12/15, it has not contacted me. 

  Customer Answer

  Date: 12/16/2024

   I do not agree with the response of Terratec for the following reasons.

  1. Terratec states that the crack has not moved, but its own salesman has seen the crack monitor readings in my bedroom, which show movement. I received photos from the engineer who placed the monitors since I last spoke with "Eddie" at Terratec. I did not send them to Terratec because it did not follow through on repairs to the soil around my foundation and sprinkler system as promised and, when I tried to get it to follow up, Eddie quit taking my calls or returning my calls. This after Eddie assured me he was taking personal charge of my issues. Due to the width of the crack, I have had to caulk it to avoid water intrusion and have had additional trim installed around one upstairs window where the brick wall separated from the window frame by more than one inch. I had requested that, to meet its warranty repair obligation, Terratec raise the foundation to close this crack, as it states in its contract is a possibility and as its salesman told me it could do. The foreman on the warranty repair told me this was not possible so Terratec has done nothing but check the pressure on its pilings in response to my warranty claim.

  2. The warranty says nothing about pier pressure. It warrants the work performed and states that settling other than by earthquake, other acts of God (some of which are enumerated) or man-made conditions will be repaired "to correct any defect in workmanship or material that may have occurred in order to stabilize such area." Terratec does not assert that any of the excluded conditions caused the additional settling here. The warranty excludes consequential damages but does not exclude damages to the structure itself. I do not have the training to know why the original work failed. The fact that it failed, however, demonstrates that Terratec did something wrong. Rechecking the pilings and finding that they are holding pressure (and I have to rely on Terratec for this) does not relieve Terratec of its stabilization and repair responsibilities. 

  3. I see nothing in the 2024 contract that allows Terratec to bury sprinklers.  The 2019 contract does not contain the language about utilities or obstructions that Terratec cites. It does exclude "cosmetic work or any other work" but does not mention placing the property back in its general prior condition or discuss irrigation lines. More importantly here, Terratec undertook to repair the irrigation lines, leading me to understand that work would be completed.  I specifically remember the job foreman standing in the excavation for the new work reconnecting one pipe. In that same area, Terratec simply buried one sprinkler head under several inches of dirt, such that I could not locate it. It ran underground for a week while i was out of town before I knew there was a problem.

  In the location of the warranty work, Terratec had to cut a  3/4" irrigation pipe and covered it up when closing the excavation without reconnecting it or letting me know it was not going to reconnect it. This resulted in water in my basement and wash in the area when my sprinkler system operated with this open pipe for a week while I was out of town. There is  a 14" deep hole hole at my foundation where the pipe is and another 9" hole nearby, as well as  various areas where the soils has settled and cracked. Without ever claiming this work was not its responsibility, Terratec repeatedly agreed to repair all of this but has not does so. After several delays and more calls from me, it did sent two workers out, but instead of making repairs, they said they were there to look at the problems and see what they needed for the repairs. Despite telling me they would be back with the materials and would make the repairs later that day, they never showed back up.

  4. The Terratec response was sent to me on 12/10/. In its response Terratec stated it would contact me within 48 hours. As of tonight, 12/15, it has not contacted me.

  Sincerely,
  Clarke ******

  Customer Answer

  Date: 01/16/2025

  This is to update you on my issues with Terratec, Inc. As agreed, Terratec returned to my house and unearthed a sprinkler head it covered up, reconnected a spirnkler system line, and filled in various holes left by their work.  Contrary to our understanding, Terratec has sent no one to  discuss my warranty claim, the most serious part of my complaint. Terratec has made no effort to contact me otherwise about this. Additionally, it failed to clean out the sprinkler system line of the mud in it caused by their failure to connect it before closing up the hole so the sprinklers in that area do not work. The workers on site said they were told not to make such repairs. I will send Terratec the bill for these repairs. I hope that the BBB can prevail upon Terratec to honor its clear warranty obligations.

  Business Response

  Date: 04/21/2025

  Terratec has performed all work in accordance with our warranty. Upon possible settlement occurrence, we went back out and performed the deep excavations to the existing piers, repressurized the piers, and covered them.  The soils consolidated after the backfill. We then sent guys back out to add additional soils to match existing grade.  Terratec also installed new piers in an additional area as contracted.  All warranties remain. 

  Customer Answer

  Date: 04/22/2025

  Terratec has not fulfilled its warranty obligations and instead misstates what those obligations in an apparent effort to avoid its responsibilities. The ongoing settling of my house despite the work by Terratec has resulted in damage to the house, for which Terratec is responsible under its warranty. 

  Customer Answer

  Date: 04/23/2025

   I am rejecting this response because: Terratec has not fulfilled its warranty obligations and instead misstates what those obligations in an apparent effort to avoid its responsibilities. The ongoing settling of my house despite the work by Terratec has resulted in damage to the house, for which Terratec is responsible under its warranty. 
  
  
  
  Sincerely,
  Clarke D

• Initial Complaint

  Date:11/04/2024

  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.

  The company was to remove any insulation with mold, spray and remove mold from the underlying foundation structures, seal the area, and put a barrier over the entire crawl space. They did not remove the insulation, not sure about the mold mitigation, did not seal the exterior vents, nor did they place a moisture barrier under the entire crawl space. I have paid 75% of the bill and explained that I would not pay the rest until the work was completed. Since then they have threatened to fake me to court but I just want the work done and I will pay the $2k balance but I want the work they promised done.

  Business Response

  Date: 01/08/2025

  Attached you will find the quote for a new floor liner, seal vents, remove fallen insulation, and debris. Terratec has performed everything we were contracted to do. Attached are the pictures of the project from our last visit on October 25, 2024 where we installed hangers for any insulation that was hanging. 

• Initial Complaint

  Date:08/11/2022

  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.

  Terratec failed to fully correct my home's settlement problems even though I hired them 11.5 years ago. They tried a few structural remedies, but the one that partially worked in 2019/2020 did not work well on my home's northeast corner. For the past 2 or 3 years I have asked Terratec to fix the home's corner. They installed a few movement indicators, and checked them a few times. Now they do not respond to me nor even give much attention to my lawyer's letter. I paid them a lot of money in Feb 2011, and more money later, and more money after that. They do not provide me with a schedule or updates. I guess 11.5 years isn't long enough for Terratec to fix my home, and paying so much money upfront (per their policy) was probably not a good idea for me. Has Terratec abandoned me?
  
  Recently Terratec told my lawyer that they needed a consulting engineer (who they said was not available) to work on my home corner problem. Well, a certain consulting engineer did do an assessment of the corner in Jan. 2022 with Terratec, and he asked Terratec to increase the monitoring, which Terratec did NOT do. On Aug. 10, 2022 I personally spoke face-to-face with this consulting engineer who said he has continued to work with Terratec on other projects, and indicated he had the time to work on my house, but was awaiting Terratec direction and information. Thus, Terratec wasted 7 months (Jan to Aug) without addressing the engineer's requests nor taking any other action to correct a 11.5 year old problem.
  
  I am an old partially disabled Veteran with declining health. I hired Terratec when I was 61 and will be 73 soon. Sometimes I wonder if Terratec will have my home fixed before I die. Terratec has not demonstrated a sense of urgency.
  
  How would you rate the technical competence or customer satisfaction of a "foundation stabilization" company that has taken 11.5 years to not fully fix a problem on a 2500 sq-ft home?

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 8, 2022/08/19) */
  Thank you for the reminder
  Me *******'s statement is Pretty factual minus a few details that don't weigh too heavily on the issue at hand. I spoke with Mr. ******* at the beginning of the year and shortly after our conversation one of my family members went through some major health issues. My office informed Mr. ******* of the issues and that we would be taking care of the front corner of his home once I was back at work. Those health issues have recently been resolved and now I will have my office reach out to him to schedule the final repair to his home.
  Thank you
  ***** ********

  Customer Answer

  Date: 02/10/2023

  
  I am rejecting this response because:

  8/11/22 file ********, I complained about Terratec, Inc not fixing my 2500 sqft home foundation after 11.5 years. I paid them a lot of money, they made several remedy attempts, but problems continue. 8/18/22 Terratec’s Owner’s response, in part, read: “Mr. *******’s statement is pretty factual minus a few details that don’t weigh too heavily on the issue at hand … now I will have my office reach out to him to schedule the final repair to his home.”. THAT WAS 5 MONTHS AGO !!! Not much has happened. I request the BBB keep my complaint(s) open until I notify the BBB that Terratec fixed my home. This BBB Complaint is that 1) there has been almost no progress in 5 months, 2) after a full year, the Terratec engineering consultant still does not have information he requested to evaluate my home, and 3) Terratec basically ignores me & my home’s on-going problems. So, I hired a new advisor, a Lawyer. 1/19/22 (A YEAR AGO) Terratec’s engineering consultant was at my home with Owner, Chris Morrison. At that time the consultant asked Morrison to get some additional movement measurements, as well as provide data on my home’s foundation history. Morrison agreed to do that, … but very little happened. 9/15/22 a Terratec Inspector did inspect my home. He answered my phone calls for about a month, then he stopped, and no more contact. 12/16/22 Terratec informed my Lawyer that a further engineering evaluation was STILL NEEDED and that the necessary files were provided to their current consultant (the one from 1/19/22). HOWEVER 1/11/23 I called this consultant who told me he DOES NOT HAVE what he requested from Terratec!!! So a year after the consultant’s request, Terratec failed to provide him with the right information!!! This consultant again requested the same information from Terratec that day, Jan 11, and said he had the skill and time to address the problems. 1/24/23 the consultant told me that he had NOT HAD ANY RESPONSE to his 1/11/23 request.

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