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:02/22/2024

  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.

  When I bought my home about 4 years ago AAA Guardian Foundation repair came and repaired my foundation. After they left doing a very questionable job, i contacted the owners and discussed the issue with them, which was that they left my 2 story house unlevel by almost 3 inches. Which is ALOT on a house. The contact with them was ongoing for months, now they have blocked me from even their social media for sharing pictures of what they did to my home. My windows have over a 1 inch gap on one side and no gap on the otherside. My entire window frames are slanted instead of rectangular. My floor is extremely sloped. My roof began to leak where its coming apart from the stress for the house pulling away from its self. I called repeatedly to get it corrected. I was talked to very badly by both owners and lied to. I have recordings of how they spoke to me on more than one occasion when i was requesting them to come see the condition their crew left my home in, and pictures of the damages to my home due to their negligence. I cannot not use my den at all due to this issue. I have 2 quotes from other foundation companies to repair the damages they have caused which will cost me many thousands more. They have already communicated to me that they will not honor their warranty and repair the wrongly executed procedures on my foundation. So i would like my money returned so i can pay a more reputable company to fix my home. This damage has cause my electric bill to sky rocket anywhere from ***** to ***** dollars a month due to cold air pouring in all winter and the same for summer. I have those bills as proof as well. I am not the only one they have done this way. Please if you can help me resolve this i would be extremely greatful. I never want them to touch my house again. They sent out a crew that I could not communicate with because i speak only english and their crew spoke only spanish. I am Hispanic, but do not know spanish at all.

  

  Business Response

  Date: 02/29/2024

  We inspected the property on 1/20/20 and determined that 14 piers were needed. This estimate was given to the realtor. The realtor stated that now because of the type of loan they were getting, they needed to get a structural engineer. An engineer came out on 3/9/2020 and wrote up a repair plan of 10 piers. We performed the recommended work on June 9th, 2020. The work that was performed was signed off by **************** as "perfect, Thanks!".
  On July 7th, 2020 the Engineer went back to inspect the work and stated everything was good. And because the structure has endured Pre-repair foundation differential movement, residual differential elevation or other cosmetic issues may remain following the foundation limited repairs, such as interior and exterior wall distress, door sticking, and doorway leaning. 
  We went back on 9/8/2020 to do a 90day follow-up, which we do on every property, met wife at the property and she stated that she didnt have time for us to do an inspection since she was taking the kids to school. Even after we confirmed the date and time of 9:30am with her, the day before. 
  We did go back on 10/2/2020 and agreed to lower 2 piers per the customers request.
  On 11/9/2020, The Client had the engineer write up to lower *******, per the clients request. AAA Guardian Foundation Repair reached out to the Structural **************** and asked what this was about. They said this was written up per the clients request. The client kept calling asking that they write this repair plan up. They never went back to the home to do an inspection for the adjustments. The client was adamant that they write up the adjustment plan. AAA Guardian Foundation repair agreed to make the adjustments on 12/28/2020, but the client must sign a document stating that the client understands that it was to improve the performance of the foundation and is not intended to level the foundation. The contractor determined the amount of elevation correction needed based on the reaction of the structure during the lift in order to minimize damage and additional stress. (please see attachment)
  We arrived at the home on 12/28/2020 @ 845am. We knocked multiple times, called numerous times, and waited. Finally, the Client called the office back and stated that they didnt want to do the repairs at this time because something had come up and that they would call us. AAA Guardian left the property.
  On 6/22/21 the client contacted the office and stated that they wanted us to come and inspect the property again, because they were not happy with the measurements. We informed them that we had tried to make the adjustments on 12/28/2020 but you cancelled the repair work. We did oblige the client and went to the home on 6/29/2021 @ 9am. They met us at the door with smiles and asked us to come in. Once we entered the property and shut the door, the client began using profanity and yelling. We calmly asked them to talk civil.They demanded that we tell them why their property was *************. We informed them that as we have stated in the past and as the engineer stated also, the slab was pour incorrectly and we have to take in consideration of the fireplace that is attached to the slab. And dramatically moving the Slab would jeopardize the structure of the fireplace, but we were willing to make the adjustments at their request, they would just have to agree to waive us from liability if and when something goes wrong. The Client became even more angry. We felt threatened,as the yelling became more aggressive. So, AAA Guardian Foundation Repair representatives left the property for our safety.
  As far as our crew goes, the race of our employees is irrelevant. We have only 1 person that speaks to the clients, which is the *******.Since the ******* oversees the job and this also keeps the confusion away. ******* and owner work together, and they do speak English. The color of ones skin shouldnt matter when performing work.
  We havent heard from the client since 6/29/2021 until this year, February 2024. At which time we were informed that the client was trying to get a video air on the news station about how he was wronged, and at the same time posting on our social media page about how he was wronged and shoddy work done on our end. WE HAVENT NOT HEARD FROM THE CLIENT AT THE OFFICE SINCE 6/29/2021.
  We have tried multiple times in the past to appease the client, but Im not willing to put my employees in a situation where they could be harmed or threatened. We have followed the repair plan per the engineer, as the engineer is in agreement that the structure was poured incorrectly and the repairs, we made are satisfactory to their request.

  Customer Answer

  Date: 05/21/2024

  I made a complaint about this company and they responded with the accusation that they did not finish the job because they felt threatened in my home. However after the phone calls and the drama from the wife of the owner, I knew it could become a his word against her word situation and linely i would look like the bad guy. So from the moment they stepped into my home the entire conversation where they claim they felt threatened till the time they left my property was audio recorded to protect me in the case they would make false accusations simply because i do curse while speaking. While it may be offensive, i was not threatening anyones well being at any point. In which I am now greatful to have those recordings still on file. Further more never at any point while doing business with this company did they or the engineer inform me that my house would not be level after the work was done. We did make several calls throughout the process to be clear and concise about the expected result of the work to be performed. I was assured everytime my house would be level. I had questions and i needed to fully understand what nearly 10 thousand dollars would be paying for. The reason i was so concerned is because when it was all said and done. My biggest fear came to fruition. House not level !!! Well, did i cuss a bit. Sure ! They tried to talk to me as if i should be ok with shoddy work and having to deal with people that i could not communicate with. Skin color is no issue. Im a mexican. Nor am racist against my own race..... Language is an issue when i cant speak with someone who is jacking up my house. Yep, thats stressful. So, they have made every assurance i should trust them. Then when their work was clearly not what they promised, they now have an issue with me as a person. AAA Guardian Foundation Repair LLC and Cross Town Engineering both promised results that i did not get. As per usual, its me, the customers fault. Shame Shame Shame.

  Previous complaint against AAA Guardian foundation repair LLC response

  

  Business Response

  Date: 06/03/2024

  Please see attachment