Complaints

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• Initial Complaint

  Date:05/30/2023

  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.

  May 13th we received our first email and promptly paid deposit of $750, the work was started the following Wednesday. We finished total payment of $3750. The invoice states INCLUDED on itemized payment column "licensed structural engineer report", "Licensed transferable warranty certificate" "replace wood beam", "adjust or install foundation concrete piers".Princeton city Inspector stopped all work due to the company not having a permit, which they need a engineering plan to file a permit. The company proceed to finish working after Inspector left. We did not get a new beam, they installed a few 2"6" joists to replace missing 2"x12" joists and 3 new piers. We were told the city does not need permit because they didnt replace piers, but they did. We were told the engineer could not take measurements with no floor and we would get warranty info after. This is not a new concept you need a engineer to develop a plan how to safely repair a foundation for longevity and by building code, then the city needs a permit to inspect the work for accuracy.I've had multiple discussions with the city Inspector and director for Princeton, regarding this.

  Customer Answer

  Date: 06/08/2023

  We've paid an additional $440 to get permitting and an engineer plan, they have sent out engineer company and are refusing to get permitting till I remove complaint. 

  Customer Answer

  Date: 06/08/2023

  I will contact the city Inspector tomorrow about the permit. And update as soon as something changes. I'd prefer this complaint be resolved in getting the work done so we can finish the repair of our home. I am no longer interested in getting a refund from the contractor. This has cost too much money and time $1k per week of temporary living so we will be pursing this further if it is not resolved. 

  Business Response

  Date: 06/12/2023

  We are officially registered with the city and consistently assist our customers with the permit process. As per the owner's request, we will take care of obtaining the necessary permits.
  Regarding your property, there was a water leak, and the floor has already been opened and the plumbing fixed before commencing our work. We kindly request that you refrain from misdirecting the Better Business Bureau (BBB) with any inaccurate information.
  After you have made the payment for the permit, we initiate the permit process promptly. We kindly ask you to reinstall the floor, as it will allow the engineer to conduct a final inspection and provide the necessary report.

  Thanks

  Customer Answer

  Date: 06/13/2023

  This city Inspector has come and failed the inspection, the joists that was replaced was cut too shallow, no on-site engineering plans. We went to the city, the permit was submitted but has failed. The permit has failed because the engineering plan is not correct / is covering "flooring" repairs. So again we do not have an active permit for foundation work. DfW eagle has refused to give us any documentation, including; second invoice for $450, engineering report / plan, warranty information. The company has further added that we have changed the building plans to only flooring. I have kept all documentation, emails, sms communications from DFW Eagle Foundation. I have reached out to cross *****************, whom was hired by DFW to get engineering plan for the work that was already done. They have reached out to DFW Eagle pertaining to why they have not given the homeowners the paid for report, regardless of being correct. I am waiting for one of their supervisors to assist us. The city directed us to the Open Report Request, which we have submitted a request to gain copies & access to what was submitted to the city for permitting. 

  Customer Answer

  Date: 06/15/2023

  I am rejecting this response because:  The physical work was done on the 05/17/23 and to this date 06/15/23, we do not have an active permit that has been properly processed by the city. From 06/13/23 I still have an actively failed inspection for foundation and for not having engineering plans or permit on site, and for the overcut joist that has not been replaced. I myself, have spent yesterday and today speaking to Crosstown Engineering the 3rd party company DFW Eagle Foundation hired for the engineering report. I have had them call, yhe city and DFW Eagle because we paid for a report, that we to this day do not have physically in our hand. I do not have a second invoice for the extra $450. The city of Princeton inspector ***************************** stopped the work on 05/17/23 for not having a permit, DFW Eagle continued the work after the inspector left. We have had to drive and call the city of Princeton numerous times, yesterday we drove there, the summited permit failed due to the engineering plan only cover the flooring not the work done. The city of Princeton needs the floor open to inspect the (3) joists, (3) piers repaired, replaced and added. Just like the plumber has a rough-in inspection before anything can be closed up, I can not close the floors. I have sent in documentation of the work being stopped, the failed inspection, photos and emails from DFW. Each week that this is not done, as per the city of Princeton we cannot continue repairing our home. This is costing us over $1k per week at a hotel for temporary living. We have paid Dfw in full $5200. As of right now $4750 + $450 + (4 wks of temporary living) = $9200. We've already paid for the next 2 wks so $11,200. As of right now again we do not have the failed joist over the plumbing line fixed, we do not have the permit, we do not have the on-site engineering plan, and we do not have a passed city inspection so that we can continue work. 

  Customer Answer

  Date: 06/19/2023

  Attached : open records request to the city of Princeton. So I can get legal access to copies of the permit application and the unaccepted Engineering report/ plan. Crosstown Engineering can't give me the Engineering report & plan even though it took multiple phone calls and texts to get it fixed MYSELF for resubmission for permitting. They asked DFW for permission to give me the information I paid "twice for" which they were denied. I will call city later today to see if it has been resubmitted to attach to the failed permit. If it hasn't I will call Crosstown Engineering to see if they can reach out to DFW again to give me the report so I can do it myself. 

  Attached images: #5. On the failed inspection, "water ponding around pier" i resolved on MYSELF around 2 of 3 piers installed by DFW. You can see the joist that is over cut on the left. It is still not fixed nor has DFW reached out to my fiance or I about when they will fix the overcut joist the installed. 

  Customer Answer

  Date: 06/19/2023

  Attached : open records request to the city of Princeton. So I can get legal access to copies of the permit application and the unaccepted Engineering report/ plan. Crosstown Engineering can't give me the Engineering report & plan even though it took multiple phone calls and texts to get it fixed MYSELF for resubmission for permitting. They asked DFW for permission to give me the information I paid "twice for" which they were denied. I will call city later today to see if it has been resubmitted to attach to the failed permit. If it hasn't I will call Crosstown Engineering to see if they can reach out to DFW again to give me the report so I can do it myself. 

  Attached images: #5. On the failed inspection, "water ponding around pier" i resolved on MYSELF around 2 of 3 piers installed by DFW. You can see the joist that is over cut on the left. It is still not fixed nor has DFW reached out to my fiance or I about when they will fix the overcut joist the installed. 

  Customer Answer

  Date: 06/21/2023

  Attached: payments to *** Eagle Foundation, communications attempts between my fianc and DFW, for fixing the failed joist.  

  We still Do not have a permit, engineering plans on-site/ submitted/ or in hand, or a fixed joist that is overcut. 

  At this point we will be seeking legal assistance or action due to DFW Eagle Foundation Repair **** Refusal to finish work or continue work. 

   

   

  Customer Answer

  Date: 06/21/2023

  Update : I have called the city of Princeton, they are approving the permit after I had to deal with the 3rd party engineer myself to get it to reflect the work DFW Eagle actually did. After I get the open records request packet for the old engineering report and new one I will attach. Then I will do DFWs job and make sure there is a permit and engineering plan on-site. We've had to extend our temporary living so now our insurance has paid over $8000 since hiring DFW Eagle. A refund at this point is hardly compensation for a job that way "finished" on May 17th, that doesn't pass inspection and isn't considered done by the city for us to continue. 

  Business Response

  Date: 06/26/2023

  The owner initially didn't pay for the city permit but has now agreed to do so. We have been assisting the owner throughout the permit process, and we have recently obtained the city permit. (today)
  Currently, we are waiting for the owner to reinstall the floor, after which we can proceed to send an engineer for the final report.

   

  
  

  Customer Answer

  Date: 06/26/2023

  Attached: email from ***, Email response from me(2), picture of the two page permit posted in the window of the house from the plumbing permit.

  a copy of the first page was sent from DFW, I will go get the full permit form the city and post as the city requires. I still do kot have a copy of the engineering plan and am waiting for the city open records request to be completed since DFW has still refused to send that over. 

  the joist is still NOT fixed, the foundation work has still NOT passed city Inspection, we still CANNOT continue the repair of our home. We have extended our temporary living for an additional 2 weeks, bringing the total to $8000 since may17th. We are almost double what we paid in the actual work due to DFWs delay and refusal to follow the cities requirements. 

  Customer Answer

  Date: 06/26/2023

  I am tired of waiting so i went to the city of Princeton after I sent the last update and got the full permit myself. 2 site cards which were not sent that specifically state "POST THIS CARD IN A CONSPICUOUS AND ACCESSIBLE LOCATION" (3 pages total) not the 1 page I was finally sent. You can also clearly see that permit was issued 6/22/2023 last week on Thursday. An additional delay that wasn't already from may 17th when the city said stop all work till you get a permit.

  Regardless I do not have the engineering plans on site, nor do I personally have copies yet. The city development cannot give me those, I have to go through the city secretary which I already have. The engineering company cannot because DFW did not allow them to give us copies. 

  I paid them to do a job and yet here I am yet again, doing it for them. 

  Customer Answer

  Date: 06/26/2023

  I am tired of waiting so i went to the city of Princeton after I sent the last update and got the full permit myself. 2 site cards which were not sent that specifically state "POST THIS CARD IN A CONSPICUOUS AND ACCESSIBLE LOCATION" (3 pages total) not the 1 page I was finally sent. You can also clearly see that permit was issued 6/22/2023 last week on Thursday. An additional delay that wasn't already from may 17th when the city said stop all work till you get a permit.

  Regardless I do not have the engineering plans on site, nor do I personally have copies yet. The city development cannot give me those, I have to go through the city secretary which I already have. The engineering company cannot because DFW did not allow them to give us copies. 

  I paid them to do a job and yet here I am yet again, doing it for them. 

  Customer Answer

  Date: 06/26/2023

  I am tired of waiting so i went to the city of Princeton after I sent the last update and got the full permit myself. 2 site cards which were not sent that specifically state "POST THIS CARD IN A CONSPICUOUS AND ACCESSIBLE LOCATION" (3 pages total) not the 1 page I was finally sent. You can also clearly see that permit was issued 6/22/2023 last week on Thursday. An additional delay that wasn't already from may 17th when the city said stop all work till you get a permit.

  Regardless I do not have the engineering plans on site, nor do I personally have copies yet. The city development cannot give me those, I have to go through the city secretary which I already have. The engineering company cannot because DFW did not allow them to give us copies. 

  I paid them to do a job and yet here I am yet again, doing it for them. 

  Business Response

  Date: 06/26/2023

  The owner initially didn't pay for the city permit but has now agreed to do so. We have been assisting the owner throughout the permit process, and we have recently obtained the city permit. (today)
  Currently, we are waiting for the owner to reinstall the floor, after which we can proceed to send an engineer for the final report.

  Customer Answer

  Date: 06/26/2023

  Attached: email from ***, Email response from me(2), picture of the two page permit posted in the window of the house from the plumbing permit.
  a copy of the first page was sent from DFW, I will go get the full permit form the city and post as the city requires. I still do kot have a copy of the engineering plan and am waiting for the city open records request to be completed since DFW has still refused to send that over. 

  
  the joist is still NOT fixed, the foundation work has still NOT passed city Inspection, we still CANNOT continue the repair of our home. We have extended our temporary living for an additional 2 weeks, bringing the total to $8000 since may17th. We are almost double what we paid in the actual work due to DFWs delay and refusal to follow the cities requirements.
  
  I am tired of waiting so i went to the city of Princeton after I sent the last update and got the full permit myself. 2 site cards which were not sent that specifically state "POST THIS CARD IN A CONSPICUOUS AND ACCESSIBLE LOCATION" (3 pages total) not the 1 page I was finally sent. You can also clearly see that permit was issued 6/22/2023 last week on Thursday. An additional delay that wasn't already from may 17th when the city said stop all work till you get a permit.

  
  Regardless I do not have the engineering plans on site, nor do I personally have copies yet. The city development cannot give me those, I have to go through the city secretary which I already have. The engineering company cannot because DFW did not allow them to give us copies. 

  
  I paid them to do a job and yet here I am yet again, doing it for them.
  

  
  

  Business Response

  Date: 06/26/2023

  Our work order process is quite simple. We recommend reaching out to your previous contractor and requesting their assistance in completing the plumbing work and restoring the flooring.
  Once these tasks are completed, we can dispatch an engineer to conduct a final inspection and provide a comprehensive report.

   

   

   

   

  Business Response

  Date: 06/28/2023

  We have been assisting homeowners since day one, and now that we have received the city permit, we are actively working on the schedule to continue providing our support.

  Customer Answer

  Date: 06/28/2023

  Like I said I had reached out to the secretary for the city of Pr***eton, to file an open records request. As well as speaking to the Director of development for the city of Pr***eton in person today. I have received copies of;

  -  the original permit application - 05/28/23 - which was not accepted due to the missing engineering report/ plan, being filled out ***orrectly, missing information & DFW EagleFoundationRepair was not registeredin the city of Pr***eton to do work. You can see the cities requirements for foundation. The city wrote in, in blue ink pertaining to what the eventual engineering report stated 45sqft of flooring. Which has nothing to do with work that was done.

  --Crosstown Engineering report & plan - 06/13/2023 - which was not submitted till even later because even though we paid it was not done. The notarized document has been crossed out because it was not accepted. The work that the engineering report does not reflect the (3) joists and (3) piers.

  - Crosstown Engineering report & plan - 06/21/2023 - after speaking to the engineering company and the engineer who stamped the plan, I myself fixed what was told to them. Dfw Eagle only told them about the flooring, which has nothing to do with their work done. After Crosstown had helped us get the issues resolved, they attempted to get DFW Eagle to release the information to us. DFW Eagle Foundation refused to let them give us the engineering report & plan even though it is required on-site for inspection. 

  DFW Eagle Foundation Repair *** has sent one email, which I've already sent a picture of. They have not reached out to us after several attempts, regarding the failed joist that they installed. 

  Business Response

  Date: 07/05/2023

  Our work order process is quite simple. We recommend reaching out to your previous contractor and requesting their assistance in completing the plumbing work and restoring the flooring.
  
  Once these tasks are completed, we can dispatch an engineer to conduct a final inspection and provide a comprehensive report.
  
  We have been assisting homeowners since day one, and now that we have received the city permit, we are actively working on the schedule to continue providing our support.