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:11/13/2024

  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.

  We own a pier and beam, ranch style home built in the 80's. It had a neat underpinning of concrete block painted the same color as our siding. In March of 2024 we hired Risen Construction to level our home prior to a remodel on a bathroom. We put our trust in them after 3 other quotes partially because of their name and what he thought they stood for, the positive reviews on social media and the three respectful young men who came to our home for the assessment. We never saw them again. We had researched leveling to get an idea of what it entailed. The crew arrived on March 14th lead by the owner ***** ******** and the man who appeared to be the crew leader, ******. We were told that a back corner of our house was 3 inches higher so the rest of the house had to be raised 3 inches and they began. We were also told that a beam had mold (we had already been advised of this) and that it would be treated. They raised it a section at a time. This resulted in extensive drywall damage totaling $800. ****** said this was how it had to be done. By the end of the first day we were told that the moldy beam would have to be replaced, adding $750. to our original quote of $3500. plus $300. for materials. After they left we were shocked to see they had destroyed most of our underpinning leaving broken blocks. At the end of the second day we were told they were done. We found that the majority of our underpinning was destroyed leaving gaps in our foundation and the house was not level. The floors had low spots and some door would not close. After three more visits March 18th, March 28th and Labor Day Sept. 2nd, It still wasn't level. They said it was the best they could do and that our house was old. On the third visit they broke some siding with a shim and didn't tell us. They made a shambles of our crawls space with broken blocks and bricks. I found cigarette butts in a **** bed and most of those plants destroyed. The last visit, ****** was rude. We had to hire someone else.

  

  Business Response

  Date: 11/13/2024

  Its all been settled and a check was sent 

  the Employee listed has been let go 

  Customer Answer

  Date: 11/18/2024

  This unfortunately is not the case. Nothing is settled. Although partial reimbursement has been promised it has not been received. Additionally, they only want to reimburse labor for the men we hired and not material at $418. Risen charged us $300 in materials and we found where they used old wood, old broken plywood and old roof shingles which they apparently believed was suitable to hold up a home. We have supplied copies of the receipts and photographs. We can only take their word on the employee status. We felt this complaint was a suitable starting point after weeks of unreturned phone calls to my husband and a lack of response to an email and message on messenger. We only hope for them to do the right thing. As we don't wish to drag this out further. 

  Customer Answer

  Date: 11/18/2024

  I am not able to submit attachments using this media so if necessary will try a different method.

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because:   This unfortunately is not the case. Nothing is settled. Although partial reimbursement has been promised it has not been received. Additionally, they only want to reimburse labor for the men we hired and not material at $418. Risen charged us $300 in materials and we found where they used old wood, old broken plywood and old roof shingles which they apparently believed was suitable to hold up a home. We have supplied copies of the receipts and photographs. We can only take their word on the employee status. We felt this complaint was a suitable starting point after weeks of unreturned phone calls to my husband and a lack of response to an email and message on messenger. We only hope for them to do the right thing. As we don't wish to drag this out further. 
  

  

  Business Response

  Date: 11/18/2024

  We spoke to them both and they wanted 2500$ for the work that was done after us which we wrote out in a check we had it ready at the office. They insisted on us mailing it. The agreed upon 2500 has been mailed. As requested 

  Customer Answer

  Date: 11/19/2024

  Below is a copy of the email I sent to them on 11/11/24. Within 20 minutes of me sending the email, ***** called my husband at work. He was distracted as he is training someone. He had forgotten about the materials issue. We felt we needed to send the email to clarify several things. Yes, I did insist on them mailing any refund as did my husband. I was surprised to get a call from *******. During all this she has not reached out.  She wanted me to drive to another town, to an address she wanted to give me to pick up a check and I refused. When I asked how much the check was she told me $2500. I called my husband about the amount he said he was rushed talking to *****, forgot about the materials and also told ***** we would not be driving anywhere to pick up a check. 

   

  Dear ***** and Trinity,

  
  
       I wanted to let you know that I have reached out to **** but have not heard back but have already told her to expect your call after your conversation with *****. However, they have 5 children who will all be out of school today for the Holiday. I might add they are under no obligation to participate. ****** phone call to you this morning was well over a week after he last spoke with you Trinity. We had expected to hear from you instead of having to reach out again. 
  
       In case my photos sent on messenger or ***** wasn't clear when you spoke, we are at this time only asking for you to reimburse us for the cost of labor and materials which totaled $2918.54. We should not have had to hire someone else to complete this work. ****** told me the third and 4th visit that the result we had was the best they could do. In fact, on the 4th visit he told me he was wondering why they were out again as he had already told me that was all they could do. I was surprised that someone had not told him.  I said the house was still not level and they had left a mess underneath that needed to be cleaned up. He said he wasn't going to listen to me being critical of their work. His tone was such that he alerted my big dog who came and sat next to me. I don't know if ***** and ****** noticed or remember that we have video/audio cameras set up all around our house. 
  
       I think we have been quite patient and accommodating, providing pictures and receipts to help facilitate this request. Attached are a few photo's of ***** working on the foundation and a pile of debris used by your people when attempting to level our home. I think you might agree that old roof shingles and broken plywood are not acceptable. If you like, I can also provide photos of the more than $800. dollars worth of dry wall damage before and after repair and the damage to our siding when one of your people shoved a shim through it and didn't bother telling us it had happened. When I asked ****** why they didn't raise the house all at once, which would have prevented the drywall damage, he told me it was because he didn't have the manpower or materials. You see, when we researched home leveling it all showed the house raised all at once. We were not aware there was another method so when ****** asked me "are you ready for this" I replied I was because I was ready for what I thought was going to happen, not what occurred. 
  
       We would appreciate a prompt response and look forward to hearing from you. We are still willing to meet with you if ***** is willing or you can come out and inspect the work he has done at our convenience but have no intention of waiting months for that to happen. We are counting on Risen Home Leveling to do the right thing by us.
  
  
  Sincerely,
  
  ***** and ***** *******
  
  
  Get Outlook for Android
  

  
  

  Customer Answer

  Date: 11/19/2024

  I am rejecting this response because: 

  Below is a copy of the email I sent to them on 11/11/24. Within 20 minutes of me sending the email, ***** called my husband at work. He was distracted as he is training someone. He had forgotten about the materials issue. We felt we needed to send the email to clarify several things. Yes, I did insist on them mailing any refund as did my husband. I was surprised to get a call from *******. During all this she has not reached out.  She wanted me to drive to another town, to an address she wanted to give me to pick up a check and I refused. When I asked how much the check was she told me $2500. I called my husband about the amount he said he was rushed talking to *****, forgot about the materials and also told ***** we would not be driving anywhere to pick up a check. 

   

  Dear ***** and Trinity,

  
  
       I wanted to let you know that I have reached out to **** but have not heard back but have already told her to expect your call after your conversation with *****. However, they have 5 children who will all be out of school today for the Holiday. I might add they are under no obligation to participate. ****** phone call to you this morning was well over a week after he last spoke with you Trinity. We had expected to hear from you instead of having to reach out again. 
  
       In case my photos sent on messenger or ***** wasn't clear when you spoke, we are at this time only asking for you to reimburse us for the cost of labor and materials which totaled $2918.54. We should not have had to hire someone else to complete this work. ****** told me the third and 4th visit that the result we had was the best they could do. In fact, on the 4th visit he told me he was wondering why they were out again as he had already told me that was all they could do. I was surprised that someone had not told him.  I said the house was still not level and they had left a mess underneath that needed to be cleaned up. He said he wasn't going to listen to me being critical of their work. His tone was such that he alerted my big dog who came and sat next to me. I don't know if ***** and ****** noticed or remember that we have video/audio cameras set up all around our house. 
  
       I think we have been quite patient and accommodating, providing pictures and receipts to help facilitate this request. Attached are a few photo's of ***** working on the foundation and a pile of debris used by your people when attempting to level our home. I think you might agree that old roof shingles and broken plywood are not acceptable. If you like, I can also provide photos of the more than $800. dollars worth of dry wall damage before and after repair and the damage to our siding when one of your people shoved a shim through it and didn't bother telling us it had happened. When I asked ****** why they didn't raise the house all at once, which would have prevented the drywall damage, he told me it was because he didn't have the manpower or materials. You see, when we researched home leveling it all showed the house raised all at once. We were not aware there was another method so when ****** asked me "are you ready for this" I replied I was because I was ready for what I thought was going to happen, not what occurred. 
  
       We would appreciate a prompt response and look forward to hearing from you. We are still willing to meet with you if ***** is willing or you can come out and inspect the work he has done at our convenience but have no intention of waiting months for that to happen. We are counting on Risen Home Leveling to do the right thing by us.
  
  
  Sincerely,
  
  ***** and ***** *******
  
  
  Get Outlook for Android
  

  
  

   
  

  Customer Answer

  Date: 11/22/2024

  Despite their statement to BBB and in response to this complaint that a check had been mailed, to this date no check has been received. I also learned that on 11/10/22 they spoke to the contractor that actually leveled the house after they failed, I had provided them with the contact information. They were able to confirm the work was done and asked the contractor to meet them here at our home so he could show them how he did it, as training. When my husband first spoke to them about refunding part of our expenses, Risen had indicated to my husband they wished to do this as well as apologize in person "shake his hand" and do the right thing by us and we were agreeable. This never happened either and despite telling our contractor they would be in touch, they have not heard from them again as of 11/21/24. 

  

  Business Response

  Date: 11/25/2024

  Was sent didnt hear back from the other contractor " until after the agreement was made for the **************************************************** getting the check Iv been making myself for than available for them to get this resolved I met again with them today and i was told it was resolved.

  this picture is not for public posting as it has both mine and there information on it 

  11-25

  Customer Answer

  Date: 11/26/2024

  We have reached a mutually satisfactorily agreement and successfully resolved the matter by direct communication outside of BBB. We thank BBB for assistance.