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:04/08/2025

  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.

  On October 23, 2024, Mr. ****** from Redeemers group meet and spoke with my father ****** ****** *** at his address of ********************************************************************** this visit from ********* a survey/ inspection was completed on the foundation. Once Mr. ****** completed the inspection of the foundation, he then informed my father ****** ****** ***, that he will only be able to completed the assessment on the west side of the property because there was a water leak on the east side of the property and stated once repaired he will come back to assess the east side to make corrections. Mr. ****** later completed a diagram that was emailed to my father indicating the issues that needed to be addressed on the west side of the property. It took a couple of weeks for him to get back out due to the cold weather and rain received in ***********. Once Mr. ****** returned on February 5th to install 4 smart jacks and piece of wood coast costing $8,600.00( what we thought was all the damage on the west side of the property, base off the diagram), he then came to my father to inform him that he had located 3 or 4 more places that needed work on the west side of the property and it will cost an additional ****** dollars to finish the west side. My father then said to Mr. ****** why are you just telling me now about these repairs because when we talked and you sent the diagram of what you found the area on the west side was not indicated or discussed. Mr. ****** and my father then went under the house together to show him the new findings. My father then reiterated none of these were documented previously. My father then paid him the ******* and informed him that he would follow-up with ****** because this was not fair. During most of these conversation, I was on the phone with my father because I am the only who support/ handle most of my parents affairs. Later, that afternoon on February 5th, I called and spoke with ******, he said he understood but transferred me to ***.

  

  Business Response

  Date: 04/23/2025

  Thank you for sharing your concerns with us. We understand your frustration regarding the additional work identified after the initial quote, and we sincerely apologize for any inconvenience this has caused.
  Upon review, including our recorded conversations, the initial assessment reflected the issues visible at that time. Our intention is always to provide thorough solutions to protect your home long-term.
  We appreciate your discussion with our Sales Manager and the consideration of the discount offered. Should you wish to revisit this or have further questions, were here to help.
  Thank you again for your feedback. We value your trust and hope to assist you in resolving these concerns.
  

  Customer Answer

  Date: 05/14/2025

   
  

  Good afternoon,

  Please be advised that this goes beyond frustration due to the fact of it being not true. This information was not brought to our attention until after the work was done. Upon reviewing my own documentation and initial conversation, all corrections per your company request was completed nonetheless the initial assessment and diagram received should have reflected all areas of concerns and it did not. However, after speaking with your Sales Manager, I quote ***** ******* I have been doing this for over 15 years and it is easy to miss something, I've done it myself".  One of my responses to him was," I understand what you are trying to say, but, this is a business and unexceptable. After he made that statement I thought to myself this man had degraded the integrity of this company by making that statement. Then I said to him, You don't get to say oh-uh, I made a mistake. We are talking about elders with limited resources and funds, who do not have money to just give away. You failed a customer when you decided to do a poor quality assessment and documentation of your own findings.  And as it relates to the discount that he tried to offer, it would not have been a need to offer a discount in the beginning if the amount was honorable and accurate up front. As I shared, Mr. ****** is on a fixed income with limited savings and he has given all he had to you to save his home only to find out that not even 1/3 was completed. If you would like to start correcting your undermining wrongdoing, you can address and correct this matter by refunding the whole amount paid to you. And I will be fair because you did do something,  I will accept half the payment back and call it even. Because, now I still have to find someone to fix my parents home before they are homeless trusting in you. Should you wish to revisit this or have further questions, I'm here. Thank you again for your feedback. I hope you are willing and able to assist in resolving these concerns.

• Initial Complaint

  Date:04/05/2025

  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.

  Yall charged 14 grand to fix water from coming in my basement and have came to my house several times to fix it and destroyed my basement and foundation and it is leaking worst than before yall put in the system yall can put my house like it was and give the money back this is a scam!

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to share your concerns. We understand how upsetting it is to experience flooding and truly empathize with your situation.
  After reviewing the area, we can confirm that the section of your home protected by our system is not leaking. However, the area affected by flooding is outside the protected zone. Unfortunately, due to obstacles such as plumbing, a water heater, washer/dryer, and a false floor, weve been unable to fully inspect or diagnose the issue without those items being temporarily removed by the homeowner.
  We want to help, but a full evaluation requires clear access so we can determine the source and recommend the right solution. Were happy to revisit once access is available and continue working toward a resolution.
  Thank you again for your feedback, and please let us know how you'd like to proceed

• Initial Complaint

  Date:04/05/2025

  Type:Product 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.

  Initially Redeemers Group installed a system to stop incoming rain from coming into my home approximately 4 years ago and never worked. This summer they installed a larger pump and still not stopping the water. Ive been more than patient.

  

  Business Response

  Date: 05/01/2025

  Thank you for sharing your concerns with us. We understand your frustration , and we sincerely apologize for any inconvenience this has caused. The Groundwater perimeter system installation was completed according to the original scope.  **************** visits were made upgrading the original pump and flood testing surrounding areas, not just our system. Because of the lot placement with two retaining walls, our system is unable to keep up with the flow of water to the area.  As a goodwill gesture, were offered $3760 refund in exchange for a signed mutual non-disparagement agreement which customer agreed to and signed on 4/30/25.
  

• Initial Complaint

  Date:03/06/2025

  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.

  Redeemers Group did some foundation work September 2024, we then had all of the cracks in our Sheetrock repaired. By December 2024 cracks started appearing again. Had annual maintenance done yesterday March 5 2025 and when we showed him the cracks and how our Sheetrock looks as if its going to explode he then told us the work done in September was not done properly and is failing. I spoke with the young mans manager this morning and he was not at all interested or concerned and apparently his worker gave him a different story than he did us while here yesterday. Our house is currently listed for sale and we refuse to put any more money into it. I asked for a refund for the foundation work or for them to have our walls repaired on their dime and he said he will not agree to any of that, even though we were told its their fault. I have reached out to the owner of the company and as of this point have heard nothing in return. The manager is scheduled to inspect on March 18, but given the circumstances I feel as if he should make a point to come asap. Or at least once he was informed yesterday of the faulty work he should have come them or even reached out to us. We need some sort of resolution as foundation work and wall repair from faulty foundation is very costly.

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to ensure that every customer has a positive experience with our services.
  We understand that you have some concerns following your recent conversation with our manager. To address this matter thoroughly and impartially, we have scheduled a follow-up visit with our Service Manager and Director on March 18th. This visit will allow us to review the situation directly and gain a clearer understanding of your concerns.
  While we cannot guarantee a specific resolution at this time, please be assured that our goal is to assess the situation fairly and explore any possible options. We appreciate your patience and willingness to allow us this opportunity to follow up.

• Initial Complaint

  Date:02/07/2025

  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.

  First off their employees broke into my home and stole from me! They continued to come back and crawl into my attic through my storage While I was home!! As far. as the work,Nothing was done per our original written agreement! The drain from under the house was supposed to be dug under the foundation, Its 3 feet above ground! The drain is supposed to end and an outlet by my back fence not. In front of my storage! Under the house the fabric drain was suppose to extend further than it is in the front of the house and the back! They didn't bury this fabric drain with at least the top of it level with the ground! They just threw it on top of the ground! I was suppose to have a large main sump pump and a smaller backup sump pump that was battery powered in case of power outage! I just have one small sump pump!! I am outtraged. At the poor work! But even worse they broke into my house through the storage crawled into the attic pryed up the floor under my hot water heater, which toreup my hot water heater,now it's continually leaking!! Lowered their self's into my back room that was missing part of the sheetrock ceiling due to roof leak and stole about $1000 worth of tools! They also came back and entered same way into my house a couple of times while I was at home without me realizing it untill later!

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out regarding this matter. Our legal counsel has advised that all communications related to this issue be directed through our attorney. In accordance with this guidance, we are unable to engage in direct communication with the customer at this time.
  If the customer has any further questions or concerns, we respectfully request that they direct them to our legal representative. We remain committed to handling this matter appropriately and in accordance with legal guidance.
  Thank you for your understanding.

• Initial Complaint

  Date:08/08/2023

  Type:Product 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.

  Put a deposit down on some work and they wont show up or refund our money.

  

  Business Response

  Date: 08/20/2023

  On 4/6/23, the customer contacted us about concerns in her home via the internet.  We scheduled an appointment and inspection for 5/23/23.  This inspection was performed by our ************* Specialist, and he was able to offer a solution to the problem.  During this appointment, the customer contracted us to inject our PolyLevel system under a concrete slab in the home.  Our Project Coordinator scheduled this to be installed on 8/3/23.  The ************* Specialist, after consulting with the customer in person, confirmed this date with the Project Coordinator.  This is documented. 
  
  On 5/25/23, an installment date confirmation email was sent to the customer.  On 7/24/23, 10 days prior to the installation, another installation date confirmation email was sent to the customer.  This marked the third time that confirmation of the install date had been given.  These confirmation communications are standard company procedures put in place to avoid scheduling conflicts and misunderstandings. 
  
  On 8/3/23, the day of installation, our crew ******* called the customer to notify her that   they were on the way to the home to begin the project.  The customer was very angry. She stated that they were not ready for the project to begin and that she thought the installation date was on the 8/11/23. No work was performed that day.   
  
  The customer began to call our office and demand that we come out on 8/11/23 to begin her installation.  On 8/8/23, our Project Manager called the customer to reschedule her appointment, explaining that since she was not ready on the original date, the earliest we could begin would be 8/29 unless there was a cancellation by another customer.  The customer demanded that we come on Friday (8/11/23) or she wanted her money back.  After explaining that her deposit was non-refundable after 3 business days of the contract being signed, the customer threatened to contact the ******************** and hung up. Despite the very clear 3-day policy that requires multiple written acknowledgements of understanding before a customer signs a contract, we are often flexible on this. Our goal is not to pull a got-you on the deposit. In this case, the demand was 2 1/2 months later. 
  
  Our confirmation communications and our deposit policy are designed to enable us to maintain and follow a rigorous schedule.  This customer was not prepared.  We do understand that sometimes a reschedule is needed, and we work with customers on what is convenient for them. What we cannot do is accommodate one customers demands at the expense of another customers schedule, especially not when so many attempts are made to avoid these types of situations. It isnt about just us or the expenses we had already incurred at that point. Its about other customers relying on us to be at their homes on the days we reserved for them. 
  
  We truly value this customer and are ready to complete this project whenever the customer is ready to schedule it.  

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20439431
  
  I am rejecting this response because: it is not accurate.  On the 23rd ******* came out and scheduled the work to be done on August 11th.   On 8/3 a guy called and said he was on his way over and I said no we wont be here. So he said he would be over later that afternoon and I said no.  My husband has cancer treatments on Thursdays and its Takes hours so we never schedule anything on thursdays.  This treatment is on going and has been going on every Thursday for 2 years.  The guy said we were on his schedule for today and I told we would not be there that we we scheduled for the following Friday. 
  

  on Monday morning I called the office and had to leave a message I ***** called ******* and he said he would have someone call me back too.  No one called and I had to keep calling  the girl on the phone told me the guys phone was broken is why he didnt call.  The scheduling mess up is not the issue.  the issue is that the no one there can get there story straight or return calls in a reasonable amount of time and they lie.  I didnt demand anything I said I wanted to cancel and I wanted my money back,  there is no way they are going to do any work on my house now.  I have engaged another company that actually showed up. And they did pull a got me on the deposit.  
  what comes around goes around.

   

  this will be my last response.  Either they return they deposit and I dont do business with them anymore or they dont and face the bad reviews headed their way,  

   

  Sincerely,

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

  

  Business Response

  Date: 09/07/2023

  Our response and the information within it are accurate.  All scheduling confirmation communications are documented and have been submitted to verify this.  On 5/23, our Design Specialist informed the customer that the next available installation date was on Thursday, 8/3 at 11:00 AM. This date was provided to the customer through text message.  The customer responded to this text message and confirmed that this date would work (screenshot attached).  After this confirmation, the Design Specialist scheduled the work.  On 5/25/23, an installment date confirmation email was sent to the customer. (screenshot attached) On 7/24/23, 10 days prior to the installation, another installation date confirmation email was sent to the customer. (screenshot attached) Both sides agree that on 8/3 our crew showed up, ready to help this customer, and that crew was rejected.  
  
  On 8/8, the customer called to confirm an appointment for Friday, 8/11 and that we had already messed it up a couple of times.  She was angry that we tried to come out two weeks early and that we had her money and refuse to do the work.  There was, in fact, no appointment scheduled for that day.  It was scheduled for 8/3 and we were rejected.  We are unsure where the confusion surrounding the install date came from, but we are confident it was not on our end.  We did not and would not lie to this, or any other customer.  When an angry customer calls, our ************* team is trained to be patient, listen, solve, and reassure that that the appropriate person will contact them.  Sometimes this may be later than the customer desires, but we make all efforts to respond in a timely manner. Our call log (attached) does not show attempts to call us by the customer that were ignored.  
  
  Again, we do understand that sometimes a reschedule is needed, and we work with customers on what is convenient for them.  We try to be as flexible and accommodating as possible.  We have been on standby, ready to reschedule and complete the work that we were contracted to do. 
  *Screenshots of texts and emails verifying this are enclosed, and we leave it to the BBB to decide whether to include those publicly as they include customer data.  
  
  A note from our C.O.O. in conclusion: 
  Our team cares personally for our customers to the extent that there are notes on the customers file that they are dealing with a lot personally and to be mindful of that and handle with extra patience and care. They do this oftentimes, because they want to do something special for the customer outside of the scope of their project to put a smile on their face. Simple but unexpected things like a card or flowers to cheer them up. That is who our team is. We completely understand that life circumstances can make an already stressful repair worse.  After reviewing the recorded phone calls and how at least 2 of our team members were treated, I am caught between a desire to help fix an issue for someone that has a lot of personal stress going on and protecting our team. Verbally attacking our team members is not acceptable. Our team confirmed multiple times on the dates. Our team members listened with patience. Our team members attempted to gain information to see if there was a breakdown in our process that they were potentially not seeing and were shut down as if they were trying to argue. They were not. They were trying to figure out a solution, and to continue assisting when they didnt drop the ball previously. Despite being past the 3-day right of recission, despite our team doing what they can to assist this customer, and despite the costs weve incurred already as a small business to assist this customer, I am choosing to refund the deposit. The reason: up to this date we have been ready to complete the work unlike the claims that weve taken her money and wont show up to do the work. The documentation shows that. I am rescinding that readiness. We respectfully decline to do work with any customer that believes it is ok to treat our team in this manner. Not everyone is our customer, and we are not the right choice for every customer. We wish the customer the best in resolving the issues at her home and will be mailing her deposit to her.  -***********************

  

  Business Response

  Date: 09/11/2023

  Our response and the information within it are accurate.  All scheduling confirmation communications are documented and have been submitted to verify this.  On 5/23, our Design Specialist informed the customer that the next available installation date was on Thursday, 8/3 at 11:00 AM. This date was provided to the customer through text message.  The customer responded to this text message and confirmed that this date would work (screenshot attached).  After this confirmation, the Design Specialist scheduled the work.  On 5/25/23, an installment date confirmation email was sent to the customer. (screenshot attached) On 7/24/23, 10 days prior to the installation, another installation date confirmation email was sent to the customer. (screenshot attached) Both sides agree that on 8/3 our crew showed up, ready to help this customer, and that crew was rejected.  
  
  On 8/8, the customer called to confirm an appointment for Friday, 8/11 and that we had already messed it up a couple of times.  She was angry that we tried to come out two weeks early and that we had her money and refuse to do the work.  There was, in fact, no appointment scheduled for that day.  It was scheduled for 8/3 and we were rejected.  We are unsure where the confusion surrounding the install date came from, but we are confident it was not on our end.  We did not and would not lie to this, or any other customer.  When an angry customer calls, our ************* team is trained to be patient, listen, solve, and reassure that that the appropriate person will contact them.  Sometimes this may be later than the customer desires, but we make all efforts to respond in a timely manner. Our call log (attached) does not show attempts to call us by the customer that were ignored.  
  
  Again, we do understand that sometimes a reschedule is needed, and we work with customers on what is convenient for them.  We try to be as flexible and accommodating as possible.  We have been on standby, ready to reschedule and complete the work that we were contracted to do. 
  *Screenshots of texts and emails verifying this are enclosed, and we leave it to the BBB to decide whether to include those publicly as they include customer data.  
  
  A note from our C.O.O. in conclusion: 
  Our team cares personally for our customers to the extent that there are notes on the customers file that they are dealing with a lot personally and to be mindful of that and handle with extra patience and care. They do this oftentimes, because they want to do something special for the customer outside of the scope of their project to put a smile on their face. Simple but unexpected things like a card or flowers to cheer them up. That is who our team is. We completely understand that life circumstances can make an already stressful repair worse.  After reviewing the recorded phone calls and how at least 2 of our team members were treated, I am caught between a desire to help fix an issue for someone that has a lot of personal stress going on and protecting our team. Verbally attacking our team members is not acceptable. Our team confirmed multiple times on the dates. Our team members listened with patience. Our team members attempted to gain information to see if there was a breakdown in our process that they were potentially not seeing and were shut down as if they were trying to argue. They were not. They were trying to figure out a solution, and to continue assisting when they didnt drop the ball previously. Despite being past the 3-day right of recission, despite our team doing what they can to assist this customer, and despite the costs weve incurred already as a small business to assist this customer, I am choosing to refund the deposit. The reason: up to this date we have been ready to complete the work unlike the claims that weve taken her money and wont show up to do the work. The documentation shows that. I am rescinding that readiness. We respectfully decline to do work with any customer that believes it is ok to treat our team in this manner. Not everyone is our customer, and we are not the right choice for every customer. We wish the customer the best in resolving the issues at her home and will be mailing her deposit to her.  -***********************

• Initial Complaint

  Date:05/25/2023

  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.

  My basement had leaking problems since I bought my home. I sought out companies that could solve this problem for me. On1/17/23 a man from Redeemers group named ********************* came out and looked at my basement and gave me 3 solutions. One being to install a trench along the perimeter of the basement. The second was to also install a trench in all the seam in the concrete floor. The third solution which he indicated was the best choice and would eliminate any chances of water in my basement would include both one and two solutions place installing a sump pump and a dehumidifier to take any moisture out of our basement. We went with the third solution, their very best service and paid them $16000. At the first rain we had we had water in our basement. I took pictures and called them. They said they would come out and fix it. 2 men came out and said the water was from how the dehydrator was set up. They set it up differently and left. Next time it rained water was all over my basement again. I took pictures and called them again. It took nearly a month before they came out. The men found another seam in the basement floor that the put a trench in. The next time it rained my basement flooded worse than it had either of the other two times. I again took pictures and called. A man named ***** said they would have a crew out on 5/24/23. At 3:30 pm I called to ask when they were going to be at the house. I was told by lady that someone had called me and told me that a supervisor had to come out with a crew to look at my basement and it would not happen until June. No one ever called. I asked to speak to the man who sold us the job and asked that he call us . He has yet to call us. I am very disappointed and dissatisfied with Redeemers group. It seems like they got their money and now put me on the back self in making my basement waterproof and living up to their warranty.

  

  Business Response

  Date: 07/06/2023

  We were contracted to address flooding in the customers basement.  ***************** Specialist designed different options for this customer with varying degrees of protection, ranging from addressing the immediate concern, to full basement protection.  The customer selected the design that would provide maximum protection for his basement.  The project was completed on 3/9/23. In the Project Summary, the ******* commented that the customer was satisfied with the work.  The ******* was thorough throughout the project and demonstrated the system working for the customer. 
  On 3/27/23, the customer called explaining that basement is still wet.  On 3/30/23, our Service Tech went out to inspect.  He felt that there was a minor issue with the pump and corrected it.  This was at no cost to the customer.  On 4/6/2023 the customer called the Service Tech stating that the pump was not the problem, and that water was still an issue in the space.  The tech informed the customer he would schedule a date come back out to check on the work.  The customer was unsatisfied that the tech could not get out there on that day, but he emailed pictures of the problem to the tech.  That same day, our Project Manager called and scheduled an appointment for 4/27/2023 and the customer was not satisfied that the appointment could not be made any sooner.  On 4/27/23 we sent the ******* back out to revisit the project.  He found that there was a crack in the slab that was allowing hydrostatic pressure in water to seep up through the crack.  He installed additional feed lines to solve this problem.  This was done at no cost to the customer.
  On 5/10/2023 the customer called and talked to our ************* Manager stating that he was very dissatisfied that his basement still had water in it.  That manager scheduled another appointment for 5/30/2023, that ended up being moved up to 5/25/2023.  After some internal discussion, it was determined that it would be best to have a manager visit the property to determine the best course of action.  This was to ensure that the customer knew that we appreciated his time and business, and that he would be provided nothing short of a remarkable experience.  It was decided to flood the system to determine where the water was coming from.  Our Service Manager called the customer and explained that we would like to have a manager visit and get it fixed once and for all.
  We scheduled that appointment for 6/1/2023.  During this appointment, it was discovered that customer has a drain that leads to a creek.  When the creeks water level is too high, the water flows into the basement through this drain.  This was explained to the customer, and he had a clear understanding of the issue.  On 6/2/2023 the customer sent an email to the Service Manager with the subject: Photo of drain hole in basement floor has been sealed shut with concrete with an attached picture showing the work the customer had done.  On 6/5/2023 the Service Manager sent an email response stating that we would continue to monitor the situation and to let her know, after it rained, how everything looked in the basement.  The customer fully understood this and has not contacted us again, leaving us with the impression that his issue has been resolved.  We are and will continue to be waiting to hear from this customer and if any other issues arise, we are ready to work with him to get them resolved.
  The system that we installed system is functioning as it should. We understand that sometimes issues occur.  We will do all that we can to remedy any problems that arise as soon as we are able.  We understand that sometimes the process moves slower than a customer wants, but there is always maximum effort to get out and help our customers as soon as possible.
  
  It was not until after all of that occurred that we were notified on 6/30/23 that the customer had filed this complaint on 5/25/23. Our understanding is this is already resolved.
  

• Initial Complaint

  Date:09/26/2022

  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.

  I signed a contract for work preformed in first contract. They came out and decided work should be preformed another way. They did not tell me it would be $5k more. House is not complete. Yet they assert work was complete.

  

  Business Response

  Date: 11/15/2022

  We proposed work to stabilize a specific area of concern in the customers home that he wished to address at that time (we werent contracted to stabilize all areas). The installation occurred on 8/23-8/24/2022. The project was completed in full. During installation, the team leader and production manager noted that in order to stabilize other areas of the house the customer would need additional product installed. They discussed this with the customer. The customer understood this at the time they discussed the additional work.  The production manager and team leader let the customer know we would get a new proposal made and sent over to them for the additional work. The customer received the proposal and had a different amount in mind of what the cost would/should be. The customer wanted the work to be done at a lesser cost. We reached out to the customer to discuss the additional work and costs for that work. The customer insisted that price to be reduced. We revisited with the customer that additional areas of work would be additional cost, which is independent from what we were contracted to do.  We arent proposing additional work in order to achieve what we were originally contracted to do. We want to ensure the best solution for the customer's home and that it is completed thoroughly and efficiently, and being forthcoming about other areas of concern that we see is part of that process. 

• Initial Complaint

  Date:08/08/2022

  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.

  Redeemers Group, Inc.3955 *********************************************************** Date prepared 8-28-18 Price - $22,855.86 We experienced cracks in the walls and ceilings, doors not opening and sloping floors in basement. We were told that piers and PolyLevel would stabilize the foundation and slab floor. Redeemers used laser beams to determine what needed to be lifted by piers and PolyLevel. Redeemers stated that if more than 1/4 inch occurred, it would warranted and guaranteed under the contract and would be fixed.WarrantyContractor warrants that the slab piers will stabilize the affected areas against further settlement for 10 years from the date of installation. The Contractor will provide the labor and materials, at no cost to the Customer, to correct the problems with the slab piers. When combined with PolyLevel, the warranty will be extended to a 15 year warranty.PolyLevelContractor warrants that it will lift the slab as much as practical. For concrete slabs raised with PolyLevel, Contractor warrants that the area where the slab of concrete was lifted will not settle more than 1/4 inch for a period of 5 years from the date of installation. If it does Contractor will provide the labor and materials to re-level the area at no additional cost to Customer.Contractor returned on ******** to do additional work and install piers around the chimney. This was an additional cost of $3,951.00. We were still having problems with cracks in ceilings and walls in all rooms on the main level of the house and doors not opening and/or closing properly. This work was suppose to solve at least 90% of the problems and the doors should work properly.Last year, 2021, similar problems occurred. The settlement in the southern part of the basement dropped to 3-4 inches. Doors again would not open. Redeemers came back out and shifted their position of the problem, stating a different kind of stabilization was needed. (Only one option was given to us originally.) Contractor did another walk through taking pictures and examining all areas. Customer was told the cost of repairs would not be as costly as initial contract. A project summary was then sent to Customer with an additional cost of $26,082.91. Contractor states to attempt to restore foundation, walls, and floors to original condition. Also states that because all restoration attempts depend of how the house responds, there is no guarantee of levelness.Customer has called several times to talk with the Contract manager (**) and was told to send him any questions or concerns, and they would be answered promptly. Customer did this and no answer came back. Customer has called several times and was told the person was sick but would answer the questions. This has happened several times, and the last time the Customer called was told ** was absent. ******* (person answering phone) said they had answered questions and have done all they could do. No questions were ever answered and never talked to **. A former employee gave me the number of the President of the company, ***********************. Customer has called him several times, and the phone calls have never been returned.The new Project Summary also states that an annual maintenance is essential in maintaining the system the Contractor has installed and protecting the warranty. Annual maintenance is not included in the project cost. No employee of Redeemers has ever mentioned or offered us an annual maintenance inspection, has ever given us a cost for it, and ever told us what an annual maintenance inspection is.

  

  Business Response

  Date: 09/06/2022

  While the customer purchased a large number of piers, it was not enough for their sphere of influence to support the entire home. In the contract, it clearly says that a separate bid would be required to support the entire home.

  The customer mentions we later said a different type of stabilization was needed. That is a true statement. We were contracted to stabilize portions of the slab that the home sits on. That is what was needed at the time of the original project, and our team will not propose something that is not needed to a customer. What the customer is currently experiencing is the wall in his basement is bowing in from the pressure of the soil around the home pressing in. He needs to stabilize that wall. Piers under the home will not influence a wall that is bowing in. The wall was not bowing a the time, therefore, supporting it was not proposed at the time. Had we proposed that, we would be having a different conversation about a perception that we proposed things that were not needed.  

  Having said that, there is some wording in the contract that leaves room for confusion on the customers side. The statement: Guarantee stability to the foundation, floors, and walls in areas where work is performed is a catch-all phrase for different types of stabilization projects. It is intended to communicate that if we do a wall stabilization project, we guarantee stability in that wall in the areas we worked on. If we do a slab stabilization (foundation), we guarantee stability of that slab in the areas worked on. If we do conventional settlement repair, we guarantee stability on the floors in those areas. We are confident that correct expectations were covered on the front end as to what that number of piers would influence. We have multiple checkpoints for that. In good faith, we will offer to do the wall stabilization for the customer in the chance that there was either a miscommunication, or the wording on what is guaranteed was not clear. The scope is the 2 wall anchors that were proposed to the customer for the wall listed on the proposal he was given. While the crew is there, they will benchmark the areas where slab piers were installed. Our visits to the home have led to the conclusion that it is stable. The customer believes it is not. Benchmarking would be the way to determine if there is additional settlement going on. That *** help determine the customers next steps, and/or if it makes sense for our crew to do something in response to the findings. Separately, benchmarking is how we continue to monitor for settlement to know whether adjustments are needed during annual maintenance appointments. This is 1 service call a year to monitor that. A customer is by no means obligated to do that. That does mean though, that there are no eyes on whether any adjustments are needed. If unchecked and they are needed, cosmetic signs *** begin to appear.  

  There is a mention of cosmetic issues inside of the home that are being experienced in the upstairs of the home. Multiple trips to the home have yielded the same findings- there are issues upstairs based on how the home was built. Separate from that, there is no solution that we can provide (paid or free) from the underside or outside of the home that would influence the upstairs of the home. That has been a consistent communication from the beginning. The expectation that those items upstairs being affected by anything we can do is not something we can do anything about. That has not changed since the beginning, so we do not have a solution to offer for this. For cosmetic issues downstairs that could potentially be affected or improved by our work, it clearly states and we clearly communicate, that there is not a guarantee of that. Our goal is always to stabilize a home. Not to correct cosmetic issues. There is no % of issues that our work will affect. We stabilize areas of a home.  

  As it relates to selling the home, many states require disclosure of any past foundation repairs to a home whether there is currently an issue or not.  

  We recognize it is frustrating to try and reach a team member and not hear back. We apologize for that. The person he was trying to reach was, at that time, on leave, and is not returning. That is not the customers issue; we realize that. It created a frustrating situation for him, and we understand and apologize for that. That is not the experience we want people to have.  

  We will await word from the customer on whether he would like to schedule the wall anchors and benchmarking to be done. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17687356
  
  I am rejecting this response because:
  In the response to the Redeemers Group:  The phrase In the contract, it clearly says that a separate bid would be required to support the entire home, does not exist in my copy of the contract for the initial repairs. However, it does clearly quote the price to ******************************** as well as Permanently Stabilize Floor which is what we agreed to have performed. It also clearly states terms of warranty, which is what the Redeemers Group is now refusing to fulfill. 
  Sincerely,
  
  *******************