Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had Kennedy and Son come out to adjust the piers under the H31**37323731363835**H. We signed a contract with ****, the owner. They also did an encapsulation under the home to keep out any mold, moisture and water. They did this for $25,249.00, this included the dehumidifier and installing it. The unit that was put in is sold at ***** for $269.00 was warranted for 3 years and after 3 years when I had them to finally come out and check my floor. At this time they said that my dehumidifier was not working at all. so the plastic sheeting that was pout on the walls for the encapsulation was falling down. They were to put it back up at no charge., it was under warranty. They were to adjust the piers at no cost also. So all I owed them for was the dehumidifier which they charged us $2185.00 for the new unit. They had put the old unit on their truck, but I ask for it to be set in my garage. I proceeded to plug the old unit in and it worked fine. So I feel like they took advantage of us. We are in our late 70&#**;s. I called to tell them this and to say my piers are not right. The man that came out said they couldn&#**;t adjust them anymore it could cause cracks the walls. I had asked him to bring us a copy of the receipt showing it had been paid and a copy of the warranty. He said they emailed them to us. I am not good with the computer or cell phone enough to get this printed. No one gave us a copy. When ****** was here on 10-1-24 he said the old dehumidifier didn&#**;t work because it was sitting in water. We had no way of checking for ourselves if the old unit was working or not.

  Business response

  12/10/2024

  12-10-2024  Mr. **** Kennedy called BBB to offer his reply. He said he and two other technicians went to the home two weeks ago and check the crawl space. The encapsulation was fine and the dehumidifier was working fine, but they did see a small leak they offered to repair.  

  Please let BBB know if this settles your complaint. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue: Failure to honor warranty and lack of communication Details:On September 6, 2022, Kennedy and Sons Structural Solutions was contracted to install piers (Stabil Lift Assemblies) in our crawl space. As per the warranty agreement provided by the company, they were to make adjustments if required in the future.Currently, the piers installed in our crawl space need adjustments. To address this, we have made multiple attempts to contact the company for the necessary rectifications.Chronology of Events:First Contact: On 9/26/2023, we reached out to Kennedy and Sons via phone call to explain the issue and request the necessary adjustments. We were told that we would receive a callback, but no callback was received.Second Contact: On 9/29/2023, we made a second phone call. Again, we were promised a callback, but none was received.Third Contact: On 9/30/2023, in an effort to escalate the matter and seek resolution, we emailed the project manager who supervised our installation. However, there has been no response to our email to date. Forth Contact: On 10/02/2023, we made a third attempt to contact the company via phone. As with previous instances, we were assured of a callback, but none was received.Conclusion:Kennedy and Sons have consistently demonstrated a lack of responsibility and responsiveness. We are deeply disappointed with their failure to honor the warranty agreement, leaving us with a product that requires adjustments. Their inability to address our concerns or even provide a simple callback has not only caused us inconvenience but also questions the integrity of the company's commitment to its customers.

  Business response

  10/24/2023

  Unfortunately the 3 days our customer our customer was trying to reach us just happened to be during a time that we had switched over to a new phone answering system and the bugs were still getting worked out. Since the learning of his issues we have had a crew out to resolve them and i would assume the complaint will be removed. 

  For our future potential customers reading this i want you to know that your concerns and questions both before and after the sale are important to us. That is why i provide my personal contact information including my cell phone number to call me day or night. As it has been with my family for almost 80 years now you are NOT just a number. It is our goal to be your long term partner and confidant beyond the work we do. 

  I am available for any questions anyone may have. 

  Sincerely 

  **** Kennedy , President 

  Kennedy and Sons Structural Solutions 

  ************ personal cell

  **************************************** personal email

  www.TrustKenendy.com website 

   

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Kennedy and Sons to complete a chimney repair project in early November. Originally, the ******* and crew on the project were completely unequipped and lacked the experience to do the job. This--along with sheer lack of oversight by the project manager--culminated in a large water leak in our bedroom. They brought ServePro in to mitigate the water damage; however, they have since been unresponsive and unhelpful in terms of getting this resolved and completing the terms of the original contract, even though they pushed me for payment of over 80% of the total cost before the water leak ever occurred.The final straw: Instead of contracting a master gas fitter to cap the gas fireplace line (so that we'd be able to keep our stove and 2nd fireplace operational) the original ******* turned off our main gas line and removed the fireplace himself. Because of this, we have been without a stove for the duration of this project. As of a little over two weeks ago, we are finally in position to reinstall the fireplace and turn the gas back on, however, the project manager has failed to set up a licensed professional to come and do this. This is even after my contacting him nearly every day over these two weeks about doing so. They are not doing their jobs as contractors, clearly do not care about the inconvenience this is causing my family and I, and have not fulfilled the terms of our contract after an exorbitant amount of time. I believe after this extended period I am entitled to a refund for a job not done. I have given them more than enough leeway in this ridiculous situation, but now enough is enough.

  Business response

  03/08/2023

  3-7-2023  

  The original work was to give the area of the chimney below ground Structural support however after beginning the work it was determined the entire internal framework of the structure was severely deteriorated due to lack of maintenance. At this point we decided to go outside our normal expertise and try to help resolve the situation. This process was a delicate one as we did not know the extent of damage until the work area was opened up. It did take longer than expected, at least one employee was relieved of employment and we did encounter storms during the process. We believe that no matter what happens it is our responsibility to see a job through even if the bottom line is not a positive one on paper so that is what we are continuing to do with this project. In an effort to please the home owner we have allowed the customer to hire the roofer and stone masons of his choice at our expense. The project is on schedule and should be completed this week. I personally available for any concerns or questions ************ or ************************************* I appreciate the patience and understanding of ********** and his family through this project. 

   

  *******************************/ ********** ********************** and Sons Structural Solutions. 

  Customer response

  03/12/2023

   
  Complaint: 19341249
  

  We are still waiting on reimbursement above the contract amount for items I paid out of pocket and for carpet cleaning to be scheduled. I have no reason not to expect these things will happen, but I have to respond within 7 days and do not consider the complaint closed until they are.
  
  Sincerely,
  
  *********************

  Business response

  03/13/2023

  Yes we are continuing to work with ********* to get his work completed and hopefully exceed all expectations. I am personally monitoring and reporting to ********* to ensure his satisfaction. He expressed a concern with his carpet needing cleaned after our work was finished so we went ahead and scheduled the cleaning last week for a professional cleaning service to come in at their earliest available appointment (this week) or we would already be closed out with the contract. I appreciate the willingness of ********* and his family to work with us in getting their home restored back to a safe and livable condition.

  Should anyone have any questions or concerns i am available for discussion at my personal email ************************************ or ************. We care for the community and our commitment to serving it with our 78 year family heritage, reputation and expertise. 

  Have a blessed day,

  **** Kennedy, President 

  Kennedy ******** Structural Solutions 

   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted Kennedy and Sons to replace a large portion of our driveway. Work started on 11/14/22 and was supposed to take a week. We paid half in advance (over $12,000). They tore up our driveway on 11/14/22 and inadvertently knocked down a retaining wall in the process. Then they asked for over $6000 in progress payment & subsequently did not return for over a week. They have not shown up to work in over 2 weeks (have not even come by to check on the status). Yes, the weather was bad for 10 days, but the project shouldve been completed prior to the rain. Weve had 3 days of dry weather this week and no one has worked. They wont return calls or texts, or they reply with empty promises. Weve basically given them a $20,000 loan to tear up our driveway and leave their trailer and supplies at our house.

  Business response

  12/30/2022

  Thank you for the opportunity to respond,

  ***** to receiving this complaint i had already voluntarily reached out personally to *************** because i was aware and concerned  I am happy upon request to give a final report of the Baxters project once the job is completed (concrete is scheduled to pour/finish today 12.30.22 and job completion by 1.9.22 weather contingent) the extended time lines of the job. We are continuing to work effortlessly to complete the project. I do not believe in giving excuses but i will state facts as to an explanation of the time delay, monies paid, and customer communication.

  Quickly after entering into the contracted work on or about November 16 we encountered unforeseen issues including damage to a retaining wall that changed not only the work scope but the required time specialty sub-contractors needed to fulfill the work. All of the work being performed (concrete driveway removal, earth grading and restoration of concrete) is very weather contingent and the specialty contractors needed are in very high demand with the new construction boom. Since the beginning of the work scope change we have encountered approximately 13 (12 consecutive) days of rain and record freezing temperatures that not only effected the work site conditions but also the road travel  conditions. These combinations  has not allowed the ground to dry out suitable for the needed work in a desired time line. Furthermore we have had both Thanksgiving and Christmas holidays fall during this time line.

  In response to monies paid to date this is a auto-generated draw pay structure that is in their contract as the job progressed and is the same similar pay structure our company has operated under for 78 years. The payments are based off of job performance percentage, are voluntary and they have no current bearing on job performance or time delays. Furthermore although the work scope, man hours and materials did increase past the original contact price the Baxters have not been issued a change order for additional cost. 

  I accept responsibility for the Baxters expectations of timely update reports not being provided to them and we have corrected this by giving scheduled updates 2 times a day (calendar work days) by our operations manager and on-site reports from the sub-contractor and job ****** (when present). I too have personally made a point to communicate with both *************** and *************** daily since my volunteered call with them. In conclusion and hindsight given the time of year our team should have done a better job of preparing the Baxters ahead of time for the possibility of delays due to any knowns and possible unknown factors as well as taking the time to understand their expectations of progress reporting. As a company that cares for its customers and community we are taking note to any needed changes to our processes and are working tirelessly to exceed the Baxters expectations.

   I am happy upon request to give a final report of the Baxters project once the job is completed (concrete is scheduled to pour/finish today 12.30.22 and job completion by 1.9.22 weather contingent)

  As always my cell number is on every contract for the customers use and I am always personally available for any questions or concerns from customer. Anyone in the public is welcome to contact me with questions or concerns as well at ************************************ or ************.

  Thank you for the opportunity to respond and may *** continue to bless our obedience,

  **** Kennedy, President 

  Kennedy ******** Structural Solutions 

  www.Trustkennedy.com

  Customer response

  01/03/2023

   
  Complaint: 18604944
  
  I am rejecting this response because the excuses made in this response are inaccurate.  I am happy to provide a timeline from Day 1 through today with temperatures, precipitation info, contact from company, and work done at site.  Since Thursday 12/30/22, there has been significant progress made in the job.  However, this was after much pressure on my part.  Mr. Kennedy seems to be trying to get the job finished, which I appreciate, but if the company does not change the way they do business and acknowledge mistakes, others will continue to have complaints.  I would also like to point out that all additional work they have done at no cost to us is because of mistakes Kennedy and Sons made, not additional requests by us.  They knocked down the retaining wall that was supposed to remain and be anchored .  They demolished the backyard and side yard.  They left tons of concrete on the existing driveway for nearly 2 weeks and then left a huge pile of gravel on it for 2 weeks after that.
  
  Sincerely,
  
  ***********************

  Customer response

  01/13/2023

  Kennedy and Sons has completed our job, and we have paid in full.  It will take some time to determine if they did quality work and did not rush the job.  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had house structural issues. **** Kennedy said he could resolve the structural issues. **** Kennedy installed fixed structure supports under our house. We continued to have level issues causing damage to drywall and ceramic tile, floors and doors within the house. After MANY phone calls and numerous no show appointments a Kennedy team finally came and releveled the floors several times. This was a manual process because the floor supports were not adjustable. Never did these adjustments resolve the house support issues and we continued to have house damage.December 2021 Kennedy decided the solution to the issues was to remove the structural supports they installed. Let the house settle a couple months and reinstall adjustable supports. December 2021 the fixed supports were removed. We are now having further drywall, ceramic tile, floor and door damage. During this process Kennedy damaged our ********* connections and damage our crawl space sealing performed by AFS. We had to pay ********* for those repairs. We have been desperately calling since March 2022 to get Kennedy to install the adjustable supports. Whoever I talk to says someone will call me back. I have received one call back from ************************* on 9 June 2022. He said he would call back about scheduling 14, 15, or 16 June 2022. I have not received a call back from Kennedy. It seems Kennedy is not capable or has the desire to resolving the structure issues as they guaranteed.I would like a full refund of $23,950 from Kennedy and Sons Structural Solutions so we can find another company to perform the work resolving the structural issues.

  Business response

  10/05/2022

  10-5-2022   

   

  I just spoke to Mr. ********* the customer in question and he confirmed that they are happy. I asked that he report that to the BBB. 

  
  

  **** Kennedy, President

  Kennedy and Sons Structural Solutions

  ************

*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. ↩