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:05/23/2025

  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.

   
  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,
  
  Tramiko *****ued moisture and mold buildup in the affected area. When I contacted Frontier and spoke with a supervisor, I was told there was nothing that could be done, as the original technician may have determined a barrier was unnecessary. This decision was made without my knowledge or consent, and I was not given the opportunity to approve or decline the installation of a barrier.I am extremely dissatisfied with Frontier Foundations handling of this matter. I believe the lack of transparency and omission of critical information has not only caused ongoing issues in my home but has also created the impression that the work was intentionally left incomplete to prompt additional service needs in the future. I am not seeking compensation, however, I do feel its fair for the barrier to be installed as it should have been without me being responsible. Which i was quoted approximately $1540 for. I have 2 small children and my son and I have severe asthma and this is unsafe.

  

  Business Response

  Date: 06/17/2025

  Good morning!
  
  We reached out immediately and directly after the complaint was received and offered to remove 27ft of drywall and install 27ft of Cleanspace wall vapor barrier at no cost. This service was completed on 6/6/2025. 

  Thank you!

• Initial Complaint

  Date:05/22/2025

  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.

  Frontier has made me an offer that I accepted.  Please drop this complaint.  I consider it resolved.

  

  Business Response

  Date: 05/23/2025

  Mr. *******, 

  I'm so sorry to hear that this drainage hasn't been enough to accommodate the runoff into your pool area. Our service manager will be reaching out to you today to see if we can find a solution for you. If you have a quote or information from your landscaper that you would like to share, please feel free to post here or email to us. He's happy to review that before the call so we are all on the same page. 

  Thank you!

  Customer Answer

  Date: 05/30/2025

   
  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:03/20/2025

  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.

  I made no derogatory comments. I told ***** that he was lying that there was no moisture because I already had that checked by a professional and I told ****** to stop jumping on my floor like it was a trampoline where they had broken the joists and he came out from the crawl space having made changes when I told him not to and I told him not to take that **** under there with him but he did. I told ***** that I was considering filing criminal charges on ****** for what he did to my home creating more damage by moving that **** that I told him not to touch. I never called anyone a name I never said it derogatory word I just told them the truth that they were lying about saying it was all wood rotted. If it were wood rotted why would they put ****** under it because that would be a criminal offense which would include jail time because the amount they charged me if they were just jacking up a rotted house and taking my money. They will withdraw the derogatory comment or there's going to be some serious legal action. My attorney is calling me back in 10 minutes so they better act fast. One thing I will not tolerate is a liaranged both jacks as a matter of fact per my building inspectors reports. On March 20th ***** from frontier foundations came out to look under my home and take measurements inside my home to see how the floors are not plumb at all and to see the damage underneath and he came out from under after being in there ********************************************************************************************************************************************************************************* ***********. Nevertheless the building inspector says that all the cracked joists are from overjacking. I want the home repaired and frontier foundations gentleman named ***** said that it is not their fault and they didn't do any damage to my home. He said it's humid under there and my building inspector said it's not. I want the home repaired to the building inspectors specifications which he did specify in his reports or frontier foundations can pay $20,000 to me so I can have a contractor fix my home.

  Customer Answer

  Date: 03/24/2025

  I asked ***** ****** from frontier foundations for his business license and his insurance and he refused. He said "get your **** to get it". He has no respect for the law obviously and no knowledge of what he is and is not permitted to do. I don't know that they can be trusted after what they've done to my home twice now. I need to explore the criminal charges but I will get back with you before the 10 days is up

  Customer Answer

  Date: 03/25/2025

  Every time frontier foundation is under my home I have the inspector come out to see what they've done because they have changed the jacking and the inspector just left since ***** has been here. He is writing up his report and he said it appears the jacks were let down even more since ******* been up under my house on the 20th. This has changed everything again. The inspector said he can see more damage to more joists now since ***** obviously has let the jacks down more on the 20th. I asked him to write up a full report and explain exactly what needs to be done and he also explained to me from looking at the original contract with frontier foundations they don't even have their figures correct on how far to put the jacks. It appears they may have measured from the wrong wall. For the inspector to come and inspect their work what they may do to repair this situation there is going to be a fee. Not to be cruel but they obviously cannot be unsupervised they can obviously not be trusted when I tell them not to change anything and yet they do. Before they were under the house and after they were under the house every single time I have paid the inspector to come and verify any changes and he has verified the changes that they have made when I asked them not to. I don't know what the inspectors fee would be for them to do what he suggests needs done. I may have the report in hand tomorrow Wednesday 26th. I will be happy to forward that as soon as I get it in my hands. Then that should be the one that we go with to complete the repairs.  

  

  Business Response

  Date: 03/24/2025

  Dear ***************************************************** ********,
  Based on the instructions from your home inspector, we are happy to sister the joists that are positioned directly under your beam where necessary, at no cost to you. According to our records, this includes 7 joists at no cost.
  
  We do encourage you to consult with a structural engineer or general contractor as recommended by your home inspector. While we are willing to move the beams and jacks to the locations as your home inspector instructed, we would need your inspector to be present and a release of all liability for your home in taking instructions from someone who is not a licensed structural engineer or general contractor.
  
  Lastly, there is significant evidence under your home indicating a long-standing issue with moisture (mold, wood rot, water lines, and standing water to the left of the entrance of the crawl space door, etc) so while the humidity levels may be lower at this moment, we do highly recommend you consider our original proposal from 2022 of a full encapsulation for a healthier home and to prevent further damage in the future. As you have directed derogatory remarks toward our employees, we request all future communication be directed to our General Manager.
  
  Please let us know when you would like to get this scheduled. We are happy to assist.

  Customer Answer

  Date: 03/28/2025

  I have a question for the BBB. I have asked someone to contact me and I have not received a response. Time is of the essence. I provided a final inspection since frontier foundations specialist ***** had been under my home. It is listed as reinspection2. I need to be sure that frontier foundation has received that and that they understand that that's what we need to go by. This is only because every time the representatives go under my home they change the setting of the jacks and then there's a change to another part of the floor because of that. This is why it's very important to go by reinspection2. Please would someone contact me from the BBB before time has expired to respond to this complaint. **********.

  Customer Answer

  Date: 03/26/2025

  Every time the frontier foundation folks are out they seem to change things such as lower the jacks and they seem to cause more damage and I have attached a copy of the final inspection. Before they came I had an inspection after their ****** lowered the jacks after being told not to I had an inspection which proved he lowered the jacks and caused more damage then ***** came and apparently lowered the jacks again again causing more damage as verified in the final inspection which is attached. If the frontier foundation folks can get someone to do this work and sister these ***** completely all of them that they cause damage to and repair the insulation and the hanger on that ducting over there as stated in the inspection then I would accept their offer to fix it. Now a general contractor is going to have to inspect this once they're done and I would expect them to pay for that. At least pay me back for the general contractors inspection. Not to be rude or rub salt into a wound but they have proven time and time again they cannot be trusted and that they obviously do not know what they're doing. I don't want my home damaged anymore. So this is my final answer I will accept their offer but they're going to need to pay the contractors fee as well.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23095865
  
  I am rejecting this response because:
  Frontier foundation says nothing about all the other things they ruined like the hanger for my ventilation the insulation around the ventilation and how it's laying on the ground. The floors have to be put back to plum. With the broken joists as they are the floor is heaved up and my rollator rolls away if I let go of it and that's my only means of walking. 
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/31/2025

  We are offering to sister the joists and move the jacks wherever your home inspector wanted them at no cost to you, no other work was requested. We have called your inspector and he has not called us back. You have contacted your attorney, we dont know how we can help you. If you change your mind and would like the work done please have your home inspector return our call and we will schedule this work.

   

  thank you.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23095865
  
  I am rejecting this response because:
  Frontier foundations suggested I consult a general contractor; I did and the general contractor report is attached. It's obvious from the previously provided building inspector reports and the general contractor report that frontier foundation was not able to complete this job correctly in the first place and now they have caused much much damage. Very expensive damage to my home. Therefore they are not able to fix what they have damaged. It will take a professional.
  Sincerely,
  
  ******** ********

• 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.

  Frontier foundations and crawl space repair was supposed to come out and level a portion of my driveway with polyfoam and fill in the cracks on 10-28-24. They came out, put the foam under the driveway, filled the cracks a little, but they did not level it at all. It is still very much unsafe. I paid $2709 for them to do this and they didn't even do what I was told they were going to do which was level my driveway!

  

  Business Response

  Date: 11/04/2024

  *********, 

  I'm so sorry the results were not as you expected. Thanks for letting us know and for taking the time to speak with our Production manager. We look forward to seeing you on Friday when our crew will return to see if we can make some improvements.

  All our best, 

  Frontier Foundation & Crawl Space Repair

• Initial Complaint

  Date:08/05/2024

  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 service manager has reached out, I am with my father in law to schedule a time when he would be able to meet with the service manager to view the damage. he water got out. He assured us he would fix it on Friday. His crew was supposed to come and do that on Friday. My father in law and brother in law went over to the house to meet them to ensure that the work was complete. My brother in law went underneath the house and saw water standing at the front of the house which it should not have been coming that way based on the product sold. When Frontier showed up, they stated it was not their fault and that they would not be helping us out. We have been on the phone trying to get this resolved and at least back to where we were before we got started. This has not happened. ******* and his crew made it seem like we should know how different items would work. We were sold a product that promised to keep mold and the house safe. It failed to do so. They have been unwilling to work with us, and it has cause a large amount of damage to a house that is for sale.

  

  Business Response

  Date: 08/06/2024

  We are very sorry to hear about the issues youre experiencing. Please know that your concerns are important to us. Our Service Manager will be reaching out to you shortly to address the situation and work towards a resolution.
  
  Thank you for your patience.

  

  Business Response

  Date: 08/08/2024

  **********************, 

  We've been trying to reach you to discuss this. If you have a moment, please connect with *****, our Service Manager, at ************. Thank you so much!

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22094558
  
  I am rejecting this response because:

  I have attempted to reach ***** and left a voice message. Please call me back or call ***************************** at ************.I have been busy at work and have been unable to get back. ******* is able to meet up though more freely. 

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

  

  Business Response

  Date: 08/15/2024

  Good afternoon, 
  
  Our Service Manager, ***********************, was able to meet with you and your family yesterday. He offered to correct any water issues by replacing the door your dad installed with an Everlast crawlspace door, Everlast well system, relocate the sump pump system to the area the water is collecting, test the perimeter drainage systems and make any corrections needed, and clean up the water and mud stains in the crawlspace at no cost to you. 
  
  It is our understanding that you have refused these services and have instead decided to contact an attorney. We respect this choice, but should you change your mind to allow us to perform the services above and provide this resolution, please let us know. 

  Thank you. 

  Customer Answer

  Date: 08/18/2024

  I met with ***** (manager at Frontier) on Wednesday. He came to the house and went underneath the house to assess the damages. He stated that the pumps were put in the wrong place, and that he would be willing to move those to the lowest spot which they should have been previously. He also offered to fix the door and dig the ditch at no charge. He stated that the boards were bad prior to the start of work by Frontier. I asked why we were not told about that. He stated that his company only tells people and fixes situations that the customer knows about. This does not make sense. No one would go to a doctor for a sinus infection and not want to know about things like cancer. When pressed, he basically said that if they would have told us that and offered a price, no one would have fixed the board. We had called out Frontier to ensure that we did not have mold and to ensure that our floors were fixed properly. We would have paid the extra to make sure that the house was safe. This is a very deceptive practice. I appreciate the offer to fix some of the items, but we worked with ******* first and when he started making promises that he would not keep, we escalated the issue. We never got a call back until I filed the BBB complaint. At this point, Frontier's creditability is shot. We had multiple contractors come look at the items done wrong. We were quoted a price of $17,000 to replace all of the work that Frontier had done. We will also be out the cost of the board being repaired which according to the contractor were messed up due to Frontier's inability to install the humidifier and other items properly. There are approximately  16 board that may need to be replaced. I am not sure of what the cost would be for this since the contractor said that some of the board might be fine after they are dried out. My family would like a refund of the $20,000 spent with Frontier since they incorrectly installed the items and neglected to tell us about the damage done to floors (that was supposedly there before) . When we were sold this product we were guaranteed that we would have no problems and that the squeaky floors and possible mold would not happen. This was not done. We would like the board to be replaced, as well. The house has been unable to sell due to the shoddy work that Frontier has done. We had a contract with a couple previously, and it passed inspection back in March, so this would lead us to believe that the boards were not messed up then.

  

  Business Response

  Date: 08/20/2024

  **********************, 

  I feel that you would agree that the first issue that needs to be resolved before anything else can be addressed is drying out your crawl space and taking care of any water issues. At no cost to you, we would like to address this necessary step. Our offer still stands to provide you with a new crawl space door, well, move the pump and clean up all the water. Once this issue has been resolved it will allow the crawl space to dry out and will reduce the moisture in your floor joists, and at that point we can work with you on the floor joist issue. We are willing to work with you and ask that you also work with us by allowing us to provide services that would remedy your complaint. We do all have the same goal - to fix your home. 

  We look forward to working with you to get these issues resolved. 

  Thank you, 

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

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22094558
  
  I am rejecting this response because I have given many opportunities for this. We did this previously, and each time when I thought the issue was going to be resolved by Frontier, they have refused to fix the issue. ******* has the ability to solve this early on, but someone came and refused to work to dry the area out, fix the door, or do anything for us. At this point, my family and I would rather work with a different company since Frontier has failed to do what it has promised it will do and also placed blame on us for the issue happening. At one point, we were told the door not being fixed was on us and the board damage was already done. I wish we could have had transparency and honesty from the start. Without this, the process has been escalated. We have spent a large amount of time trying to get something fixed that should have been done right the first time. The system was put in the wrong spot for it to correctly drain from underneath the house. Due to this error, we have been caused harm. We want to be made whole for the problem, so we can get it fixed correctly without someone saying that we should be experts and know how things should be done or what other issues might occur. We do not work in foundation specialty fields, so we trusted the experts which proves to have been a costly mistake. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/28/2024

  Frontier has been communicating with ******************************* for a few weeks regarding his BBB complaint. We have offered to completely fix any issues he has encountered plus provide many additional products and services (that he did not install in the first place, despite our recommendations) at no cost to him. No matter what we have offered him, he is refusing to accept any fix we could provide and only wants $20,000. We performed all work as laid out in the contract and feel that we have exhausted our options in providing a remedy for him.
  

  
  

  Customer Answer

  Date: 08/28/2024

  How is this closed? The company has not answered fully the complaint. They did very shoddy work, and now are saying that they fulfilled their contract. They are offering to complete work that should have been done in the first place. We gave them at least three chances to do this. They failed on all opportunities, and they did not even respond to calls or any other information until I filled the complaint. This has been an issue with many others as we have seen on the BBB page. We spent $20,000 of our hard earned money to work to resolve an issue to only be sold a product that was not satisfactory. Their salesperson guaranteed that they would stand behind their product and their solution would fix this. When they saw and admitted that they installed it incorrectly, they wanted to sell me a product that was $13,000 more. It seems like they can make promises all day long, but they do not stand behind their product. What are my avenues for seeking justice on this?

• Initial Complaint

  Date:03/08/2024

  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.

  December 2023 I contracted with Frontier to level my house. I financed $12,000 through ****************** for the work performed. In February 2024, I contacted the company to have them repair equipment they installed which had started to malfunction. The proposed work in the contract was not done and now I am faced with getting the work done anyway. I have had 3 more contractorsc come out and give me quotes for the work which still need to be done. I have pictures of the work performed by Frontier versus the work they really performed.I am looking for a path forward. My home is my livelihood.

  

  Business Response

  Date: 03/12/2024

  ****************, 

  Thank you for contacting us. A manager will be reaching out to you before the end of the day today to discuss so we can better understand what work was not done and to reach a resolution. We will talk to you soon. Thank you!

• Initial Complaint

  Date:09/27/2023

  Type:Order 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 contract was signed on Feb. 14, 2023. Work was started in March 2023. It was done in three different phases. We were told to put down 25% of the money and the balance to be paid at the end. They ask for money at the the end of each phase. Cracks in the bricks still exist. Sticking doors in the house was a problem. We still have sticking or doors that don't close. Sagging / slopping floors before job started. We still have slopping floors. In the crawl space a moistier barrier was put down and they put it on top of the ******* cable line so that you now will not be able to move the cable to put the tv in a different place in the living room. They said they would come back and correct all of the problems. They never came back. I called again on July 24, 2023 and ask to speak to the owners. They said they were not in and told me that they would take care of the problems. I have not heard a word back from them.

  

  Business Response

  Date: 09/29/2023

  ********************,

  Thank you for bringing this to our attention. I'm sorry your experience with our company has caused frustration! We tried to reach out and left a message yesterday and we will continue to reach out until we can connect and come to a solution. Please be on the look out for a call from our production team. We look forward to connecting with you. Thank you!

  

  Business Response

  Date: 10/13/2023

  Morning! We reached out to this customer as soon as we received the complaint from the BBB and set an appointment to meet at his home and review any issues. We are currently doing some additional work for him and will update when this is complete and client is happy with the results. Thank you!