Complaints

This profile includes complaints for Advanced Foundation Repair, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Foundation Repair, LP

  5601 W Jefferson Blvd Dallas, TX 75211-3861

  
• 

  Advanced Foundation Repair LP

  10192 E Interstate Highway 10 Converse, TX 78109

  

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:11/08/2024

  Type:Sales and Advertising 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 am an attorney by profession, but right now, I am contacting Advanced Foundation Repair (AFR) as a homeowner who had a lifetime warranty on foundation work transferred over to her/her home. I am very unsatisfied with the work and customer service provided by *** thus far, and I am filing this complaint with the BBB to hopefully get my situation resolved amicably. Almost a year ago, my husband and I filed a warranty claim with *** because we noticed that the house was shifting. The house was shifting around the area where AFR had installed certain steel pillars and we believed that their prior work, which had a lifetime warranty, needed repairs. ***** Check, the engineer who visited our home on 11/20/2023, agreed that the house was shifting but told us that he believed the house had "plumbing leaks" and that AFR's work from 2015 was fine. Since 11/20/2023, the cracks on the interior of our home have expanded, with pieces of the roof even falling to the floor and this house now has more doors that don't close. I find it very disappointing that when ***** Check came to the house when we noticed that the house had foundation issues, he said that it was probably due to leaks, without any hard evidence pointing to that or doing any tests, almost to try to circumvent AFR lifetime warranty. 4 days ago, I heard two loud thuds, coming from the area where again AFR installed pillars in 2015 and I am almost certain that the loud noise was one of those pillars giving out. Alarmed, I contacted both ***** Check and *************** day via email, telling them the issues and demanding they send someone out here to check, and repair. Neither ***** Check or ****** from the ********* has responded to my email from 11/5/2024. Before I escalate this issue, as the attorney I am by profession, I am filing my complaint here with the BBB to see if the foundation repair work gets addressed ASAP. Also, a plumbing company recently came to the property, and confirmed there are "no leaks."

  

  Business Response

  Date: 11/12/2024

  Good afternoon,

  We are in receipt of the complaint. In order to properly review the issues that are going on, we must schedule a new visit to check what the current elevations are. Once we go out we can review and respond to what the current issues may be.

  If the consumer agrees for us to visit the home, we will schedule for ***** ****** to go out and inspect the home at no charge. Consumer can respond to this complaint to set up an appointment or she can reach out to **************************************************************************************************************.
  

   

  Customer Answer

  Date: 11/14/2024

  I do not accept the response made by Advanced Foundation Repair to resolve my complaint because ***** ******, the person that they offer to come inspect the foundation is not a certified engineer. She is not the appropriate professional to come inspect the work that I am requesting AFR come repair immediately. Through the pictures I uploaded, one can clearly tell that AFR lifted this home way too high when they performed their work back in 2015. You can see that in the picture one of the walls is now not in the ground, because the work that was performed by this company was not performed well or to the correct engineering standards. When I filed a warranty claim a year ago, ***** Check, who is also not a licensed engineer, provided me and my husband with a letter stating that there were "no foundation issues" yet ***** Check upon searching the ************************ person search today is also not an engineer. I don't know how Advanced Foundation Repair sends people to homes that are having foundation issues that are not qualified to render or evaluate a foundation, especially if warranty claims are being filed because the job that was done, was done incorrectly and allows them to write letters to homeowners with lifetime warranties stating opinions when these people are not qualified to render foundation evaluations. I'd like for Advanced Foundation Repair to provide me with the Engineering Report of the work that was performed in 2015, and my whole home's file, because clearly the work that was performed was below engineering standards by them, as lifting the house way too high, was clearly going to cause other more severe damage to not only the area of the home, that they worked on, but the whole structure of the house, damages that could amount to close to tens of thousands of dollars and for which I will seek compensation if my compliant is not addressed. If Advanced Foundation Repair is not going to take this complaint seriously, and send out an engineer to inspect their faulty work back in 2015, and tell me what they're going to do to correct the foundational problems they have caused, then yes, I'm certainly going to not only look into filing a complaint with the ***********************, but also filing suit. The response to my serious complaint is clearly not to send out ***** ******. I'd ask one last time that Advanced Foundation Repair take my complaint seriously, send out an appropriate certified professional who is qualified to do a foundation review of the home (not ***** ****** who does not have an engineering license or ***** Check who also lacks a license to provide engineering opinions) and provide me ASAP via my email which is **************************** with my whole home's file with them, including the Engineering Reports of the work that they performed in 2015, because in the documents I was provided I am missing the Engineering Report, and I'd like to know who performed the site visit in 2015 and signed off on the work when the house was clearly lifted way too high back then. 

  

  Business Response

  Date: 11/15/2024

  Foundation repair companies in ***** are not required to use licensed engineers for the purpose of an inspection. Advanced Foundation Repair usually creates the repair plan and reviews with an engineer for permitting purposes. All warranty inspections are performed in house by one of our representatives.These representatives are not licensed engineers and are not required to be.The consumers request to have a warranty inspection done by a licensed engineer is declined.
  Advanced can offer to send one of our senior inspectors who has been in the foundation repair industry for more than 30 years. We will make sure to have them out with in one week from when the consumer approves.
  Consumer can also choose to hire an engineer and send to Advanced with the engineers recommendations.
  In response to the request for paperwork, we have attached what we can find so far. We did work at this property for the first time in 2005. We gave a bid for 32 pilings and the homeowner chose to only do 19. In 2009 We went back and adjusted all 19 pilings. In 2015 we added 11 new steel ********** November 2023 we visited the home and sent the elevations and report to the current owner. Please be aware that in December of 2019 our company went through a ransomware attack. Unfortunately, there is some information that we lost and did not get back.
  Please let us know which option the consumer chooses, and we can move forward.

  Customer Answer

  Date: 11/19/2024

  I am rejecting this response because:  Thanks for providing the attached paperwork. I will allow for your representative with the 30-years experience you mention to visit my property as a good faith effort to try to resolve this dispute with Advanced Foundation Repair (AFR) amicably, without starting the process of filing a legal claim against you yet. I have a very busy schedule, and need to travel out of town next week, for my work. So, I would appreciate if you could schedule the inspection for either Friday, November 22, 2024 or Monday, November 25, 2024. Please let me know if that works for you. Obviously, having a representative from Advanced Foundation Repair inspect your prior foundation work, is NOT a solution or a release by me to the issues I have raised in this BBB complaint, and I want to make that very clear. I know for a fact that the foundation work that was done in ************************************************************* code, because the back side of the house was lifted way too much (my bedroom wall is off the ground right now) and that foundation work caused serious structural damage to the rest of my home as there are now gaps in the floor and trim and slopes in my flooring. Today the back side of the house where AFR performed their work in 2015 is measuring +3 from a reference point, and when ***** Check, visited my home, last year, he knew this. Yet, he failed to tell me, as their customer, that the reason for the shifting of the house could be because the steel pillars installed by AFR were raised too much, and they needed to be adjusted. Rather, ***** Check told me to investigate plumbing leaks, which as I've already shared with you is NOT what is going on, as 2 plumbing companies have tested both my water line and my sewer line and said NO LEAKS. Thus, the only logical conclusion, is that the work performed by you, AFR, in 2015 needs further work, revisions, corrections ASAP. Recently, I have also discovered that the engineer that certified AFR's work in 2015, *** **** *****, with license number, *****, who performed the engineer report, works for your company, or an affiliate business of your company's, Foundation ***************. Mr. ******* report certifying that the work was completed in a workmanlike manner, and to code, therefore, strikes me as very disingenuous. It's one thing for a foundation company to consult with their own in house engineer in the beginning regarding a foundation plan, but its another thing, that at the completion of the contractor's work, their very own in house engineer, comes and inspects their very own foundation work to state that everything was done to correct workmanlike manner and code. If that does not create a conflict of interest, I don't know what would And I believe it would be impossible for a jury to believe that Mr. ******* report was unbiased, especially with all of the evidence thus far showing that the house was truly lifted way to high. As I stated in the beginning, I would like for you to repair the very horrible work that was done to my house ASAP, because that is the fair thing for Advanced Foundation Repair to do and I am willing to reach a resolution with you at this stage amicably. I also am expecting for action to be taken no later than December 3rd, 2024 to repair the work and level this homes foundation. If not, I will have no option but to file a complaint with the **************************, and go public on all of this, including letting the City and the *********************** know that the engineering reports which are submitted are submitted by a company that y'll own. Most importantly, I will pursue legal action to seek compensation for my wasted time, emotional distress,having to pay another company to make the necessary repairs or in the alternative, seek compensation for the amount of value my house has lost because my home had sloppy foundation work done. I look forward to hearing from you soon, and learning what repairs you will make, to fix my home's current foundation issues by the timeline I have shared, which is December 3rd, 2024.  
  
  

  

  Business Response

  Date: 11/25/2024

  Consumer has reached out to our company directly after she felt like we were taking too long to respond. We responded to consumer to avoid any further delays in what the consumers expectations for response were. We set up an appointment with consumer for 11/26 at 10am with our senior inspector. He will be there to handle the inspection and take new elevations. Consumer wishes to have this resolved by 12/03. Our warranties are still reviewed by another senior *** before submitting a response for warranty issues. Due to the Thanksgiving Holiday, and a lot of our staff being out until 12/03. We will not have a response back regarding the warranty until 12/08.

  Advanced wants to keep all communication through the BBB and is requesting that the consumer only respond through the BBB until matter is closed or resolved.
  

  

  Business Response

  Date: 12/04/2024

  Good afternoon,

  Attached you will find the elevation surveys from November 2023 and November 2024.
  
  When comparing the two surveys, you can see that in 2023, relative to the front door, the back wall of the house was 1 to 1.6 inches higher. Making the same comparison approximately one year later in 2024, the back wall is now 1.6 to 2.0 inches higher. This information indicates that the back of the home is experiencing upward movement.
  
  The continuous upward movement in the back of the house is causing a depression in the rear center of the home. There are no pilings in the area of the depression. Our warranty, which covers settlement, does not cover upward movement. Additionally, the warranty only covers adjusting existing pilings,and therefore, does not cover the rear center depression. We have also attached a copy of our warranty agreement with consumer.
  
  The consumer's request to adjust the steel pilings at her home cannot be approved.

  Customer Answer

  Date: 12/08/2024

  I wanted to follow-up on the warranty claim for the steel pilings that are causing the serious foundation and structural issues to my house. ***** ******* was indeed here at the house on November 26, 2024, and I appreciate your Company sending him here, within a few days, of my BBB message being forwarded to you by the BBB. I can say genuinely that I do appreciate ***** **** working with me diligently on getting that done with such short notice.
  Id actually like to take the opportunity here to commend ***** as well for being very professional evaluating the inside and outside of the house and listening to me and my husbands concerns regarding the 11 steel pilings that were installed by Advanced Foundation Repair (AFR) in 2015. From what I could tell, with my interaction with *****, I think he too was in agreement with us at the end of his visit that the pilings on the back side of the house need to be readjusted.
  While I wait for your response on my warranty claim, I also want to let AFR know that I recently had a Structural Engineer inspect my foundation last week and the Engineer mentioned that the pilings AFR had installed would need to be lowered to fix the issues my home was having. The Engineer suggested that only by lowering the pilings, the house would come back down from the back. The structural Engineer said that either one of two things could be going on, the first, was that the pilings were raised too much in 2015, and the second, being that the pilings were installed incorrectly.
  I asked the Engineer what was needed to correct the situation,since I was in communication with you, and the Engineer suggested that the easiest, most practical way, to resolve said issues, is for AFR to come, and lower the back side, but the Engineer was going to think about how the best way to do that should be. I will be receiving an Engineer Report shortly and will be happy to provide it to you so that it can serve as guidance, if and when AFR repairs.
  I as a non-Engineer could tell that the pilings were failing, and that repair work was needed, because of all of the interior structural issues I was seeing in my house, and the visible cracks on the exterior of the foundation slab, which is why I contacted yll back in 2023 making a claim, but ***** Check never put us on notice that we were experiencing foundation issues, and since then, the situation has only gotten worse. Having now consulted with a professional engineer licensed in *****, not a foundation company, who says that the pilings need to be lowered, I am 100% expecting for AFR to repair. Let me know if this is what your Company is going to offer **** and how your Team would go about the work. As Ive said before, I want to reach an amicable resolution, but I am prepared to take legal action, if necessary as well, which is why I have also gone ahead and hired a 5 star rated Structural Engineer to provide me with a report. I have done my part, under Texas Property Code allowing AFR to visit my home, and take the measurements and observations needed, and now the only thing that is left is for AFR to tell me whether you will be repairing or not.
  Given that the foundation issues are causing my family and I to be very concerned about damage, I would appreciate it if you could let me know what the process is going to look like now, that AFR knows that I am requesting that repairs be made, and that I have shown you my good faith efforts in trying to resolve this amicably as well by having a representative from your company come take a look at what is going on. Now that it has been a week or so, since the Thanksgiving break, what is going to be AFRs response and how fast can the repair work get started. ***** **** has been very good at keeping me appraised, so I trust that I will hear from you shortly, as she said I would receive a response to the structural/foundational issues that I am complaining about by December 8, 2024. 
  

  Customer Answer

  Date: 12/09/2024

  I am rejecting this response because:   

  I wanted to follow-up on the warranty claim for the steel pilings that are causing the serious foundation and structural issues to my house. ***** ******* was indeed here at the house on November 26, 2024, and I appreciate your Company sending him here, within a few days, of my BBB message being forwarded to you by the BBB. I can say genuinely that I do appreciate ***** **** working with me diligently on getting that done with such short notice.
  Id actually like to take the opportunity here to commend ***** as well for being very professional evaluating the inside and outside of the house and listening to me and my husbands concerns regarding the 11 steel pilings that were installed by Advanced Foundation Repair (AFR) in 2015. From what I could tell, with my interaction with *****, I think he too was in agreement with us at the end of his visit that the pilings on the back side of the house need to be readjusted.
  While I wait for your response on my warranty claim, I also want to let AFR know that I recently had a Structural Engineer inspect my foundation last week and the Engineer mentioned that the pilings AFR had installed would need to be lowered to fix the issues my home was having. The Engineer suggested that only by lowering the pilings, the house would come back down from the back. The structural Engineer said that either one of two things could be going on, the first, was that the pilings were raised too much in 2015, and the second, being that the pilings were installed incorrectly.
  I asked the Engineer what was needed to correct the situation, since I was in communication with you, and the Engineer suggested that the easiest, most practical way, to resolve said issues, is for AFR to come, and lower the back side, but the Engineer was going to think about how the best way to do that should be. I will be receiving an Engineer Report shortly and will be happy to provide it to you so that it can serve as guidance, if and when AFR repairs.
  I as a non-Engineer could tell that the pilings were failing, and that repair work was needed, because of all of the interior structural issues I was seeing in my house, and the visible cracks on the exterior of the foundation slab, which is why I contacted yll back in 2023 making a claim, but ***** Check never put us on notice that we were experiencing foundation issues, and since then, the situation has only gotten worse. Having now consulted with a professional engineer licensed in *****, not a foundation company, who says that the pilings need to be lowered, I am 100% expecting for AFR to repair. Let me know if this is what your Company is going to offer **** and how your Team would go about the work. As Ive said before, I want to reach an amicable resolution, but I am prepared to take legal action, if necessary as well, which is why I have also gone ahead and hired a 5 star rated Structural Engineer to provide me with a report. I have done my part, under Texas Property Code allowing AFR to visit my home, and take the measurements and observations needed, and now the only thing that is left is for AFR to tell me whether you will be repairing or not.
  Given that the foundation issues are causing my family and I to be very concerned about damage, I would appreciate it if you could let me know what the process is going to look like now, that AFR knows that I am requesting that repairs be made, and that I have shown you my good faith efforts in trying to resolve this amicably as well by having a representative from your company come take a look at what is going on. Now that it has been a week or so, since the Thanksgiving break, what is going to be AFRs response and how fast can the repair work get started. ***** **** has been very good at keeping me appraised, so I trust that I will hear from you shortly, as she said I would receive a response to the structural/foundational issues that I am complaining about by December 8, 2024. 
  

   

  Customer Answer

  Date: 01/29/2025

  Dear Better Business Bureau representatives, I apologize for my late response. My work schedule as an Attorney can be very demanding at times, and I have had A LOT of work since November of 2024. Unfortunately, Advanced Foundation Repair refused to honor the warranty on their foundation work so it would be correct to mark this compliant as UNRESOLVED because they are not honoring the warranty for the foundation issues that my home is having because of their own contractor work. Their refusal to honor the warranty was communicated to me through this BBB portal on December 9, 2024, so I believed that you had all of the information required to mark this complaint as UNRESOLVED. Unfortunately, as a consumer, I am very disappointed in Advanced Foundation Repair because even their own representative ***** *******, who visited the home in December of 2024, and saw the horrible work that Advanced Foundation Repair did to the back of the house, told me he was worried about the state of the steel pilings that Advanced Foundation Repair had installed just through his own visual inspection. However, Advanced Foundation Repair has refused to honor the warranty since then and point blank told me that my request to have them lower their steel pilings which they installed way too high was DENIED. It is very important to note, also, so other Consumers are aware is that Advanced Foundation Repair CANNOT PROVE that the steel pilings were installed correctly, as they allege. Advanced Foundation Repair does NOT have the measurements of the work they did after installing the steel pilings in this house in 2014. That is, they had their own Engineer, by the name of *** *****, sign off on this work back in 2014, but said Engineer did not include in his report to the County or to the homeowner at the time what the measurements were after the steel pilings were installed. So, Advanced Foundation Repair representing here that my request to correct the horrible work they did is DENIED is completely unsubstantiated as they have no evidence whatsoever to prove that the foundation issues my house is having is not a result of their horrible contractor work. If anything, all the signs in this house point to that, Advanced Foundation Repair raised the house way too high when they were hired by the previous homeowner, and that is what has caused the horrible foundation issues to the back of the house, obviously raising a house way too much from the back would cause other issues, but tis all arises from the horrible work they did to the back when they installed the steel pilings. Moreover, I must stress here that the Engineer that did not take the measurements of the house elevations after the work was done in 2014, works for Advanced Foundation Repair. If that does not create a conflict of interest, I don't know what does, because any reputable Foundation Repair company would have an INDEPENDENT Engineer verify that the work was done correctly and also have a report on hand with the measurements AFTER their contract work was complete. However, in my case, we have an Engineer by the name of *** *****, that works for Advanced Foundation Repair (his paycheck comes from them) that signed off on the work by providing the required Engineering Report to the County, but his report, does not include the measurements after the work was done to verify that this house was not raised MUCH MORE than what was needed when Advanced Foundation Repair was here in 2014. For the record," Advanced Foundation Repairs own website, states, Foundation Inspections, LP, an affiliate of Advanced Foundation Repair" is who inspects their own work....So, they not only contract foundation services, but they also have their own company that inspects the foundation of their own work after it is completed.... Mr. *** ***** works for said affiliate company of Advanced Foundation Repair thereby creating a very clear conflict of interest for the Consumer....EVERYTHING that Advanced Foundation Repair has done, and how they have conducted themselves, after I submitted two warranty requests with them, one in October 2023, and another in or around October 2024 regarding the foundation issues my house was having having, is precisely the type of sketchy behavior that the BBB was made to flag down for Consumers and their protection. I will definitely be taking legal action against this Company, because they have no right to deny a warranty claim when they themselves are suspiciously lacking evidence that my house was not raised too much when they installed the steel pilings, which is corroborated by their own measurements they took of the house in October 2023 and now November 2024. It will be a very easy lawsuit for me to file and win under the Deceptive Trade Practices Act, breach of warranty, breach of contract, negligence, intentional infliction of emotional distress, etc. Also, BBB please be aware that Advanced Foundation Repair's response as to why the measurements of their work was missing after they installed the steel pilings was because of an alleged hack to their computer system, but their own Engineer *** ***** does not have the measurements either, as he should have. They have NO WAY of proving that their steel pilings were installed correctly as they claimed for my denial of the CLAIM, and their REFUSAL TO DENY MY CLAIM will not hold up in Court or with a JURY for that matter either as their Warranty Claim language is not even specific as to what is covered, and what is not. Settlement can work either or, by the way, and the point of my CLAIM is that the work that was done in this house in 2024 was NEGLIGENTLY PERFORMED, and it has only gotten worse over time.  

• 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.

  Our foundation is failing and cracking while still under warranty with MI. They sent ***** Check out to our home to check the foundation. He came out initially in November 2023 and said he needed to come back in 90 days to take second set of readings; he came back out in March of 2024. We received his report on April 2, 2024 that the house was performing normally. Even though there are very clear deviations in our home. You can see it in the tile on the floor and the very clear and very LARGE separation in the ceiling. We had a contractor come out to do some remodeling for us and as soon as he walked in, he looked up and said maam I dont know if you know this but your foundation is failing. He told me he couldnt in good conscience do any remodeling until the foundation was repaired due to them using the current measurements and that if we later fixed the foundation and there stuff shifted we would not be covered under their warranty because its not an install fail. Contractor 2 came out said the same thing he had ***** and set them on the floor and they rolled. He stated that is not supposed to happen. We reached back out to MI they sent ***** out again on Friday Nov 1, 2024 where he lied in the report saying he did a visual examination on interior and exterior he did not. I have cameras surrounding the home. He walked in placed the machine in a few spots and left he looked at NOTHING. Even when I tried to show him the cracks on the initial visit he refused to look saying, when a house is lifted above 10ft if there is damage on the first floor there will be damage on the second level so there is no need to go upstairs I said okay and he went on. We cant even close the doors upstairs anymore and when we purchased the home in 2021 that was not the case. There were no cracks in the tile or ceiling and in some spots the tile is buckling but according to ***** this is normal.

  

  Business Response

  Date: 11/11/2024

  Good Afternoon, the consumers request to settle is to have repairs made. We have conducted a search of our records and do not see that we have had any business transactions with this customer. We have not found any contracts or payments to reflect that this customer has done business with our company.

  
  Please reach out if there is any other information submitted that reflects that we have had a business transaction with this consumer.

  
  Thank you!

• Initial Complaint

  Date:07/23/2024

  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.

  I purchased my home 6 years ago with Pulte/Centex Home builder. I filed a original work order September 2023 because I noticed I am having cracks in my tile inside my home, cracks in the slab, the plywood upstairs is uneven under the carpet and I have cracks above the ceiling. Pulte keeps sending the same company Advanced Foundation Repair and same Technician ************** Check to my property to do an exterior and interior examination as well as foundation readings to report back to Pulte. He has came out to my property October 2023, February 2024 and July 2024. Each time he has came out hes been in and out of my residence within 15 minutes and reports back to ***** that he has done a full assessment of my property in the interior and exterior areas. He is very deceiving because he has not done full assessments and my security footage shows hes in and out of my property without doing an exterior inspection. What he tells me and what he reports back in writing to Pulte is very contradicting. Hes told me several times I am having foundation issues but reports that my foundation is in tolerances specified by the **** and he doesnt recommend any foundation repairs at this time. I have expressed to Pulte my frustration and safety concerns having several children with so many different cracks now thats expanding all in different areas of my tile all around my house now. My youngest child already got injured from the expanding cracks. Moving forward I recently had another foundation company(Pinnacle )come out to inspect my property July 19,2024 and their findings is that my property is in need of foundation repairs and due to their readings I wouldnt be considered within tolerances by the ****. They explained well what is happening with my foundation and how its moving. I have photos from a year ago to now all the continuous growth in damages thats occurring because I feel Pulte is trying to find ways to not follow through with the 10 year structural warranty.

  

  Business Response

  Date: 07/30/2024

  To whom this may concern,

  Advanced has searched their records and can not find any record that shows that this client is an Advanced customer. We have not done work at this home address and we can not locate any contract between Advanced and this owner. Please let me know if you need any additional information.
  

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising 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 am a 93 year old widow who had foundation work done on my home by Advanced Foundation (AF) in 2011 and again in 2014. At the time, I received a Lifetime Warranty on the work that was done. I had my Daughter, ************************* contact AF in 2023 because I was having trouble with the door in my garage and the front door of my house. Both doors were difficult to open and now the front door will not close at all. I am not able to lock my house when I leave because of this issue. The manager from the San *************** **************** came out to survey the issue after our 1st complaint. The original work had been done by Mr. ******* ******* My daughter waited a month and we had no response from AF. She called the San ************** several times and was never able to reach someone. She then called the ************* and was told that Mr. ***** had not found any issues with the foundation of my home and that the floor was level. I told them there was no way the floor was level. My washing machine overflowed one time and the water on the floor travel from my washroom into my kitchen and living room. AF than sent out a 2nd representative to check the issue. His name ************************* apparently from the San Antonio ******* ****************** came out to survey my home on Feb. 20, 2024. He stated to me that the issue was likely due to the steel piling that was installed at the front door or maybe even the garage. My daughter has contacted ****************** five times asking for an update. He states that ****** from the ************* should be in contact with us. It is now the end of June and we still have the issue with no resolution in site. It is a big safety concern for me to not be able to close and lock my front door. Please help me with this issue. You will need to contact my daughter since I am not able to talk on the phone due to hearing issues.

  

  Business Response

  Date: 07/12/2024

  To whom this may concern,

  AFR has been to this property. in our opinion, the home does go through seasonal changes. The elevations taken are not indicative of foundation settlement in the area of work that is under warranty. However, in order to try and help the customer. AFR proposes adjusting the 2 pilings by the front door to try to get the door to function properly. The work will be done under the supervision of an experienced supervisor. Please understand that adjusting these 2 pilings will be done on a best effort basis and may not fix the door issues. When reviewing the issue with the interior door from the garage to the home, it does no appear that we have a piling near this area based on our plans. However once there, the supervisor can assess the area and if he thinks adjusting another piling to get this door to work properly, then we can try on a best effort basis. If homeowner agrees please let us know the best way to get the work coordinated. 

• Initial Complaint

  Date:05/30/2023

  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.

  Signed a $10,000 contract with Advanced, they finished the work but the interior piers were done incorrectly. I paid $5000 before the job started, after Advanced finished they asked for the balance. I told them I was not happy with the interior piers...they promised to make it right. Before they corrected the sloppy work, they filed a lien on the house for the $5000 balance. Once they corrected the sloppy work on the interior piers I told them I would pay the $5000 balance ...they said I now have to pay $5500 to cover the legal fees. What type of company would file a lien AFTER they know their customer is NOT happy with the service? They refused to remove the lien without the extra legal fees.

  

  Business Response

  Date: 06/07/2023

  We completed foundation repairs on the subject property on 10/19/2021. The contract was for $9,975 and there was an approved change order for additional work in the amount of $950. The total amount due was $10,925. In the complaint the consumer states that the interior pilings were done incorrectly. We have an engineers certification that did not note any issues.See Crosstown report attached.

  10 of the 19 pilings were installed through the slab. The cut outs in the slab were patched after the lift was completed. The issue the consumer noted to our office was related to the level of the patches.

  Our company continued to work with the consumer until we got the patches fixed correctly.
  

  Our contract with the consumer includes the following information:
  *Final balance is due when substantial covering is complete.
  *Amounts not paid on time are subject to interest.
  *After we place a mechanics lien, consumer must reimburse contractor for the cost of filing and releasing the lien.
  *If full payment is not timely made, all warranties are void.

  Our company fixed the patches on 07/29/2022. Consumer did not pay until 03/2023.

  Our company already waived the interest and allowed this consumer to keep his warranty. We only asked for the balance owed and the cost of filing and releasing the lien. We do not believe that we owe any further refunds/credits.

  Customer Answer

  Date: 07/01/2023

  I just saw their response, I was not happy with their work until mid August 2022.  I asked them to remove any extra interests charges and attorney fees on 8/17/22.  After they refused I got my attorney involved, it took several months for both attorneys to agree.  They did drop the interest charges, but not the attorney charges.  

  Bottom line, I did not plan to pay in full until I was happy...they chose to lien the property knowing that I was not happy.

  They are not acknowledging the fact that I was unhappy with their service at the time the lien was filed.

  I am not satisfied with the current BBB outcome.

• Initial Complaint

  Date:11/25/2022

  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.

  * During foundation repair did additional work on floating slab concrete patio that caused additional damage.
  * After repair on floating slab concrete patio new damage was reported.
  * Advanced Foundation Repair admitted they did not have expertise in floating slab patios.
  * Advanced Foundation Repair conducted a follow up inspection and have document recommending they make adjustments to pier supporting floating concrete slab work conducted.
  1. Lowering pier installed under concrete patio slab which caused patio to crack .
  2. Filling dirt under slab that was left unfilled after work was done.
  * When it came time to rectify the problem they sent a waiver saying they are NOW NOT recommending these adjustments and further damage is highly likely.
  * I have made over 5 requests to provide solutions to rectify the situation including bringing in a service provider with expertise. They have not provided any further solutions and it is apparent did not have the expertise to do the work originally conducted.
  * I am no longer getting a response from Advanced Foundation Repair

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/12/12) */
  To whom this may concern, We have been dealing with this customer for several months. Please see attached correspondence. AFR does not recommend that the corner patio pier be lowered. Our adjustment would be to LIFT the pier so it is more even with the rest of the slab but still leaving some slope for proper drainage. However, since a crack has formed around this pier, we believe that there could be additional damage to this corner. We have given this customer recommendations on how to fix his patio and have referred a couple companies that we believe can help. However, the customer still asserts that we have not offered any help.

• Initial Complaint

  Date:10/24/2022

  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.

  We had Advanced Foundation Repair inspect and recommend a solution to our foundation issues. The foundation work was done July 2023. When completed we had an independent structural engineer inspect the foundation work. He stated the work completed did not remedy the issue and recommended additional work be completed by Advanced Foundation Repair. We contacted Advanced Foundation Repair several times by phone and left detailed messages wishing to determine the next steps. We never received any response from the company (not a phone call, voice mail, email, text, written document). We began looking for another company to complete the foundation work. We just received a letter from an attorney stating that a lien had been placed on my property and I was responsible for additional fees and interest. It is very irritating that the company had time to contact an attorney but didn't have time to contact me so we could complete this work. Poor business practices. Unprofessional. Buyer Beware!

  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/04) */
  To whom it may concern,
  
  We have requested the job file from our scheduling department to review your concerns. We will be getting back to you as soon as possible.

• Initial Complaint

  Date:10/06/2022

  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.

  In December, 2020 we purchased an older home from a flipper in Plano, a well known trouble area for foundations. The flipper had Advanced Foundation Repair do extensive work to level the house. Warranty was transferred to us. Later discovered that Advanced had been working on this foundation since 2005. Repeatedly requested copies of previous work scheduled but never received anything. In October 2021 noticed columns separating from ceiling, doors sticking, and cracked sheetrock. Called for appointment and paid their $75 service fee for evaluation. Wasn't satisfied with what we were told, and hired an independent engineer to evaluate and independent plumber for leak test. Advanced ignored engineer's recommendations and sent a salesman out who convinced us a tree root barrier would solve all our problems in 6-10 months. This cost $2000 but considered it cheap if it worked. NOT. They also did some adjustments on several of the piers that were under warranty. At the time they did that, kitchen cabinets separated from the ceiling and stone cabinet top cracked in two places. Also more doors won't open/close. June 2022, we left for our summer home feeling confident all would be good when we returned in Oct and discovered kitchen baseboards separated from floor, double oven had shifted and broken cabinet and trim, doors still won't close, and cabinet drawers won't stay closed. Called for appointment and told it would be December, but I insisted I needed immediate attention and scheduled for Oct 6 with another $75 service fee. I told receptionist I would pay after I heard the evaluation. Rep arrived and wouldn't step inside until I paid. I told him I'd pay after he gave me a recommendation or he could go back where he came from. He yelled back at me as he left he couldn't work with me/ My opinion, Company has made so many mistakes and errors on this house they're trying to excuse themselves of any more obligation. House is still unlevel and all Advanced wants is more $$$.

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/10/19) */
  To whom it may concern,
  
  Advanced Foundation Repair has received your complaint via mail today October 19th, 2022. The job file has been requested from our scheduling department to review your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no resolution, only a statement that they have received the complaint 12 days after It was filed and they've requested information from their own files.
  
  
  Business Response /* (4000, 9, 2022/10/28) */
  To whom it may concern,
  
  We understand your concern, we know you would like to resolve this issue as soon as possible and so do we. Therefore, We will have a Customer Service Agent contact you right away and work with you in finding a solution to this issue.
  
  
  Consumer Response /* (4200, 11, 2022/11/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have contacted the company with our response. Unfortunately you don't allow enough space for all my complaints. I wouldn't recommend anyone doing business with Advavced Foundation Repair.
  
  
  Business Response /* (4000, 13, 2022/11/10) */
  To whom this may concern,
  Please see attached correspondence between Advanced and the homeowner. We will review the data that we have up until 2021. Current data is on hold until the customer pays the service fee and allows us to return.
  
  
  Consumer Response /* (4200, 15, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Received a note from Advanced Foundation that they are reviewing our case and that the person that needs to respond was out of town but would contact us by the 14th. It's now the 16th and we've received no reply.
  
  This company is not attempting to address our complaints but simply offering more delaying techniques to avoid the dispute. In my opinion, they will simply continue to offer lame excuses until I give up and go away. If I fail to answer, they win with no repercussions.
  
  I repeat. This company has yet to offer an acceptable resolution to our foundation problem.
  
  
  Business Response /* (4000, 20, 2022/12/06) */
  ***Document Attached***
  To whom this may concern, We have reached back out to this homeowner. See attached email. We would like to visit with him and review the data we have on his home and answer any of his questions.
  
  
  Consumer Response /* (4200, 22, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, Advanced Foundation took almost 3 months before they even agreed to look at our foundation problem and offer any solutions. Since they refused to help for such a lengthy period of time, we have virtually voided any warranty we have with their company by hiring another foundation company to fix our problem. Work should be completed tomorrow, December 16 and our house is finally level. At great expense and expended time and effort, we solved our own problem.
  Our complaint against Advanced Foundation is not settled and is now in the hands of our attorney. WE DO NOT recommend anyone waste their time or money dealing with this company. This delay and added expense we've incurred could have been avoided if Advanced had originally leveled this house according to industry standards years ago with the original owners.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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.

  Our builder hired this company to lift our home after extensive foundation damage. Their communication is absolutely horrible. They will promise to call you back in a few minutes and then never call you back (Beatrice and others). It is 4 months after our house has been lifted with piers and we have no warranty from them whatsoever. They also installed a sump pump and we have no warranty information about that either. We have also been asking for documentation of the work done on our house for over 2 months to turn in at our tax hearing tomorrow and as of today we have nothing from them. Run don't walk this company is so unprofessional it's unbelievable. The builder gave their permission for all of this information to be released so this is nothing short of negligence on their part not to get the information to us. We have made over 10 phone calls and emails requesting this information. The owner of the company met with us personally and talks a good game but don't trust them. Your home is one of the most important investments you will ever make, do not trust this company with it.

  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 7, 2022/09/26) */
  To whom it may concern,
  
  Advanced Foundation Repair has received the complaint via mail today September 26th, 2022. The job file has been requested from our scheduling department so I can review the concerns.
  
  
  Sincerely, Jaime *******.
  Executive Assistant to CEO