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:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home “inspection” by Virginia Foundation Solutions (VFS) resulted in a contract signed electronically 12-5-22. The work began Jan 24 & completed Jan 27, 2023: marked paid 2-13-23.
  The contract stated there would be a supervisor present at final to inspect and collect final payment. No VFS Supervisory representation there other than the same hard-working crew.
  The VFS Representative who came at my insistence to collect the final payment denied there was/is a problem with an obvious gap between the exposed portions of the perimeter foundation brick wall and the concrete decking. He returned with bags of top soil/mulch and concrete grout. He applied the concrete grout along the back brick wall, which has since separated. Now there is also a + 2” gap along the front of the house as well between the soil and the perimeter foundation brick wall. The gaps can allow water accumulation in those areas.
  We noticed damage throughout our home, far more than simple cosmetic sequela from foundation settling. Sept 29 & Oct 6 VFS sent, at my request, customer service reps to examine what we were experiencing. They had access to the exterior, interior and the crawl space of my home. I provided a written list of what we had noticed to date & they took many pictures. We wanted VFS to send an agent able/in a position within the company to inspect the property damage and, in writing, offer us a way to reconstruct our broken home. The “answer” they provided, was how much more money VFS would charge to remediate their damages. Nothing in writing, still.
  The City of Newport News responded to my phone inquiry regarding the Building Permit and Inspection process. I understand that my home was re-inspected on/about Oct 10th and VFS was contacted about work the Inspection revealed as incomplete. On Oct 31, my home/their permit is listed as “Failed” Building Final Inspection.
  There has been no further contact from any of their agents to date.

  

  Business Response

  Date: 11/13/2023

  Virginia Foundation Solutions is
  currently working with ***** ****r in an effort to resolve the customer
  complaint. An appointment has been scheduled for our Operations Manager to
  perform a site visit to meet with the customer, evaluate the situation and
  begin discussions on how to best resolve the situation that has occurred. The
  meeting is set for November 27, 2023 at 11 am, we will follow up with the BBB
  after our meeting with ***** ****r.
  
  

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   The "supplemental beam" that was a concern for both myself, and apparently the City Inspector was fully functional ,albeit ugly, prior to the push piers being installed. Whatever subsequent damages have occurred are beyond the "minor cosmetic" and well into major structural that would not be reasonable for any property owner to expect as a normal ordinary outcome of what was sold to me to "fix" my home. 

  VFS did nicely repair the supplemental beam as they noted on Dec 18,2023. They also took out and replaced the concrete decking from one pier in order to make needed adjustments according to them. They also moved a "Benchmark" pin at another location 4 1/2 inches down. The benchmarks were initially explained to me as a way for them to determine the integrity /levels of the piers; I am left to wonder why this one was changed.

  I too, have pictures to share but no staff with the computer experience to create these documents. VFS has  three sets of photos of the interior and exterior of my home.

  
  
  
  Sincerely,
  
  
  
  Becky *****

  

  Business Response

  Date: 01/18/2024

  The entire scope of work that Virginia Foundation Solutions
  (VFS) performed was on the exterior of the home and did not involve the
  crawlspace. The supplemental beam was installed by others without a permit or
  inspection and on dry stacked blocks with an improper footing. VFS only installed
  push piers on the exterior of the structure to stabilize the perimeter
  foundation and any issues occurring above the crawlspace has nothing to do with
  us or the work we performed.

• Initial Complaint

  Date:11/18/2022

  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.

  Virginia Foundation Solutions did a job for us from October 3-5, 2022. The job consisted of: encapsulating crawl space; cleaning crawl space; adding dehumidifier; replace subfloor in bathroom and part of hallway; remove toilet; remove vanity and sink. After the job was completed, we were not able to locate the isolation valves in order to turn on the water for the sink. When I called the company, I was informed that I needed to call a plumber as the company has to cap off the water lines to the sink. We received one estimate from AW plumbing for ********! Why should I pay to fix this plumbing issue, which was caused by Foundation Solutions? Please advise.

  

  Business Response

  Date: 12/06/2022

  Virginia Foundation Solutions (VFS) was contracted to perform a crawlspace encapsulation and crawlspace structural work. The crawlspace structural work included installing a supplemental beam with 3 additional SmartJacks (support columns). VFS also rebuilt the flooring system in a bathroom that included replacing the subflooring and floor joists in that area. The scope of work included removing the toilet and bathroom vanity (sink & cabinet) in order to properly replace the subflooring and joisted underneath those items. In order to properly remove the vanity (sink & cabinet) requires that the water lines and drainage pipe be disconnected. The installation crew had to cap the water supply lines in order to remove the vanity and prevent water from leaking in the work area. When VFS removes a bathroom vanity we try our very best to only cap water supply lines when it is absolutely necessary to lessen the impact to our customer when we complete their project. Unfortunately, VFS is not a plumbing company and therefore does not reinstall bathroom vanities or toilets when it is necessary to perform work in a bathroom area. The contract states that "the customer is responsible for reinstalling all removed cabinets, vanities and shelving after job completion and that VFS is not responsible for any damage that occurs during the removal process". Plumbing work is most times involved in the reinstallation of the toilet and vanity and falls under the responsibility of the customer.

  Customer Answer

  Date: 12/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like the company to consider my estimates for repairs. I will submit both estimates as soon as I receive them.
  
  
  
  Sincerely,
  
  
  
  ******* *************