Complaints

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late December of 2021, Helitech was hired to resolve water leakage into our home. They assured us that water was seeping in from the foundation at the wall directly above the basement wall (which had evidence of water leakage). In early 2022, Helitech installed a Hydrawall 2000 (a shallow exterior drain installation). Please review the contract for full work details. Two years later, water is still leaking through the upper level wall into the same basement wall (photos included). The water pattern and location is identical to that during 2022 and in addition, water was discovered under the flooring in the same area Helitech investigated in late 2021.Helitech was contacted and on 9/27/24, their superintendent, ***, was sent to investigate. *** was shown the water on the subflooring as well as water stains on the wall in the basement. He stated that he believes it is a "new problem" and that it is "impossible to know where water is coming from". He also stated that if this was an issue in *******, there would be evidence of rotting floors and he further stated that there is no rotting floor whatsoever.Several contractors reviewed our issues and all quickly concluded that the water is (and always has been) from the siding. We hired and paid an additional $4,500 to repair the damaged flashing under the front exterior of our home and the installer clearly noted (and documented) proof of water at the level of the siding (the invoice as well as photos are included). Also included are photos of rotting wood near the edge of the wall.We expect a full refund ($6913.54) and we sorely regret hiring this company that we trusted. I have attempted to contact them multiple times to resolve this with little to no response from the company.

  

  Business response

  11/25/2024

  To Whom It May Concern:
  
  I am writing on behalf of Helitech regarding the recent communication we received from Mrs. ****** concerning water intrusion issues at her property, specifically in the dining room area.
  
  Helitech completed a comprehensive home inspection in December 2021, during which we identified and addressed water intrusion concerns in the basement area. During the inspection Helitech found water intrusion over the top of the foundation wall, damage to the sill plate and downspout extensions that were not in good working condition and had signs of water building up in the area of concerns. Our representative, ***** ******,worked closely with Mrs. ****** to develop a solution that included the installation of new downspout extensions, an exterior sill plate drainage system, and repairs to the sill plate. The work was carried out by our production team in January 2022, and Mrs. ****** expressed satisfaction with the results.
  
  9/26/2024 Mrs. ****** has experienced new water intrusion issues above grade, unrelated to the work completed by Helitech in 2022. During a recent inspection conducted by our supervisor, *** ******, it was determined that the current system installed by Helitech remains in good working order, and the new issue appears to be a separate matter.
  
  While we sympathize with Mrs. ******** frustration, we must clarify that the recent water intrusion problem was not present or detected during our initial inspection and subsequent work in 2022. Helitech stands by the quality of our completed contract obligations and respectfully declines any request for a refund relating to the new issue.
  
  We deeply regret any inconvenience this situation has caused Mrs. ******* We value our customers' satisfaction and trust we are dedicated to upholding our professional standards.
  
  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to contact us directly
  

  Customer response

  11/26/2024

  Complaint: 22565900
  
  I have reviewed the business' response and am rejecting it because:
  
  Please provide evidence that the siding was inspected as well as evidence that the ONLY water intrusion was at the top of the foundation and not elsewhere.  It is the opinion of many contractors that the water was intruding from the siding and been a problem for many years as documented by the same exact water spots on our bathroom wall.  We hired Helitech to prevent water entering our basement walls and your company fell short of its promise.   
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 9th 2024, Helitech came out to install a sump pump at my mother's home. While they were doing the outside install they cut a gas line that was to our outdoor light, saying that it wasn't marked (it was) and also stating it's a private line and it's not their responsibility.

  

  Business response

  10/10/2024

  To Whom it May Concern
  I am writing on behalf of Helitech regarding the recent installation project at Mrs. Love's residence on May 9, 2024. As agreed, upon, Helitech conducted an inspection and installed a sump pump pit and discharge line system at the property. During our initial discussions, both Helitech and Mrs. Love were made aware of their respective responsibilities to ensure a smooth project execution. Specifically, the contract outlined that the homeowner was responsible for locating any private utility lines in the work area before our team began the installation.

  On May 2, 2024, Helitech followed standard procedure by initiating the process to locate all public utilities. Then, on May 7, 2024, our customer care representative confirmed the installation date with Mrs. Love and reminded her of her responsibilities as outlined in the contract.

  On May 9, 2024, Helitech’ s production team arrived on-site to prepare for the installation. The public utilities were properly marked, and the team began the excavation process cautiously, using hand tools. However, during trenching, the crew unexpectedly encountered an unmarked private secondary gas line, resulting in a disruption. We immediately communicated with both the homeowner and the gas company.

  Upon further investigation, it was confirmed that the gas line in question was a private utility line, located outside of the marked public utilities. While we understand the inconvenience and potential cost implications, Helitech cannot be held responsible for damage to private utility lines that were not marked, as the contract clearly stated that marking private lines was the homeowner’s responsibility.

  Given this, we respectfully request that this complaint be dismissed, as it does not represent a valid claim against Helitech. For clarity, we have attached photographic evidence showing the properly marked public utility lines and the affected private gas line.

  Helitech values its clients and always strives to deliver projects smoothly and professionally. We appreciate your understanding and cooperation in this matter.

  If you have any further questions or require additional information, please feel free to contact me directly.
  

  
  

  

  Business response

  10/18/2024

  I hope this email finds you well. I am writing to address a concern regarding a recent complaint that will be posted on our company's profile. We believe that the complaint in question is invalid and does not accurately represent the situation that occurred.
  
  The complaint pertains to an issue regarding a private utility line that was not properly marked, resulting in what we believe was a misunderstanding on the part of the complainant. In light of this, we kindly request your assistance in removing this particular complaint from our profile on the website.
  
  At Helitech, we place great emphasis on maintaining a positive reputation and ensuring that any feedback or reviews about our services are fair and accurate. We take pride in the quality of work we deliver and strive to address any concerns or issues our customers may have in a prompt and satisfactory manner.
  
  We trust that you will review this matter with fairness and understanding, and we would greatly appreciate it if you could assist us in resolving this issue by removing the complaint from our profile.
  
  Thank you for your attention to this matter. Please do not hesitate to reach out to me if you require any further information or clarification.
  
  Warm regards,

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9, ********************** from Helitech assessed the situation He identified that the system was probably clogged and needed to be flushed out, requiring a second technician for the job. ********************** also informed my wife that all the containers along the wall would needed to be remove for them to do their job. Despite this, when ********************** returned two weeks later, he came alone. During this visit, he informed me that the blockage was in two locations: near the basement exit door, approximately 3 feet from the ********, and another uncertain location behind the drywall along the west wall. He instructed me to remove the drywall, which I agreed to do promptly.Helitech suggesting the installation of piers to prevent mud from entering the basement, attributing the issue to a shift in the house foundation. This proposed solution did not address the immediate problem of water backing up in the basement. I contacted ********************** to emphasize the urgency of resolving the drainage issue, but he insisted that installing piers was necessary and offered no immediate solution for clearing the existing mud from the drainage system.As of today, May 27, 2024, 48 days after the first inspection and 71 days since my initial call, Helitech has neither addressed the drainage problem nor contacted us to resolve the issue, despite several major rainstorms exacerbating the situation.Subsequently, a personal acquaintance with expertise in similar systems assessed the situation. He discovered that the issue was caused by a groundhog burrowing near the foundation, not a structural shift. After addressing this, my basement has not flooded, even after multiple significant rainfalls.Helitech's refusal to honor their warranty and their focus on selling an unnecessary solution is unacceptable. They have failed in their duty to provide appropriate service under the warranty and have caused undue stress and potential damage to my property. should have not had to pay someone else.

  

  Business response

  06/03/2024

  Helitechs **************** manager ***************** conducted a site visit to address the issues **************** has experienced. During this visit, a comprehensive discussion took place, leading to the mutual agreement on a plan of action.This plan includes maintenance on the current waterproofing system, which is covered under warranty, as well as an additional project that the homeowner has decided to purchase.
  
  We sincerely apologize for any lack of follow-up or communication from our end during ****************** previous experience. Please rest assured that Helitech is dedicated to achieving 100% customer satisfaction and providing exemplary service to all our valued homeowners. As such, we are pleased to inform you that the concerns raised have been effectively addressed and resolved.
  
  In light of the agreement reached, we consider this matter officially closed.We greatly appreciate the homeowners understanding and cooperation throughout this process. Furthermore, we are pleased to acknowledge that **************** has agreed to remove the complaint, indicating the homeowners satisfaction with the proposed resolution.
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Helitech, because our stairwell at the center of the house settled about two inches and was causing sloping in the floors around it. Helitech recommended the installation of two piers in the basement, which would then be extended to elevate the stairwell. The installation team arrived and was friendly and professional. Unfortunately, they were not aware that the objective of the work was to elevate the stairwell, and they initially installed only one pier. They did not initially try to extend the pier (they thought the pier was there to stabilize the existing piers). When they were informed of the work objective, they made it clear that the work plan was inadequate to meet the challenge. They then tried to extend the pier. In doing so, one of the existing piers was unbalanced, and my impression is that they re-installed this second pier. The pier that they had brought was too short. They reached the full length of the pier without elevating the stairwell. We had been told to listen for cracking and that they would try to elevate the stairwell as much as possible -- this was not really possible given the height of the pier that they brought. It was also clear to the team that two piers (nevermind the one pier that they actually brought) were inadequate for the objective of elevating the stairwell, and that the initial design was flawed. The team also did not cover the drain in the basement, allowing cement dust to enter. The drain began draining very slowly. The piers also are not fixed to the frame of the house, as they should be.In short, the initial bid seemed inadequate to the objective of the work, the team that came to complete the project was poorly informed and ill prepared to complete the work, they did not install two piers as stated in the contract, and they did not properly prepare the worksite to protect the drain.

  Customer response

  12/12/2023

  Dear BBB, 

  Thank you so much for your help! We are all really lucky to have you all as a resource!

  I have already been contacted by Helitech, and they are working on fixing the work to correspond to the original agreement. I was wondering if I could pause the complaint process and see how the work goes before proceeding. They seem very concerned about appearing to fail to respond to the complaint, and they are already being very proactive. 

  Many thanks!

  ***

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 piers were putI in our Basement May 2023. A few months later basement is cracking up and down walls and all on the floor around the Piers. There is even a large crack from inside the basement going all the way outside the house. We have been paying off loan. Had worker come back out in September to look the damage and He tried selling us a 13,000 project for what he said was bowing walls. Amount was requested from loan company and was denied due to us getting other bids and them saying walls not bowed and that piers were put in wrong spots. Helitech management came out to look at house and they said basement walls not bowed and we did not need that done. Management also said that he cannot fix anything w basement due to not knowing what’s going on and that we would have to pay for it if we did. The worker that originally gave us quote for first job did NOT save our measurements so they have no measurements to go off of to even see how basement has changed. They can’t give us any answer about what happened other than we are trying to prevent this from happening again and that we have no record of what the measurements were. Here are pictures of what happened after pier placement and the two w dogs are a picture of it not have cracks before project was done.

  

  Business response

  12/07/2023

  To Whom It May Concern:
  ***** And ******* ********* contacted Helitech 1/30/2023 reporting he had cracking in his foundation walls that had previously been pier by another company in 2007 and then again in 2020. He reported there was a repaired crack that had been epoxied and injected that had cracked back open and 2 more cracks as well located on the front wall. The company who installed the piers were no longer in business.
  On 2/2/2023 a Helitech project specialist completed a full inspection with Mr. ********* and presented his findings. At the time of the appointment Helitech recommended 3 addition piers to be installed on the front wall starting the spacing of the previous companies’ piers. Mr. ********* agreed with the proposal and entered into a contract with Helitech to install 3 Resistance Piers on the front foundation wall. This work was to be performed from the interior of the home. During the inspection the Helitech specialist documented the multiple cracks on the front foundation wall which included adding a date next to the crack and taking a photo. The basement floor also had noticeable cracks throughout the basement including cracking through the previously installed pier locations.  
  On 2/3/2023 a $100.00 deposit was received via credit card to lock in the agreed upon price and the homeowner would finance the remaining balance of the project cost.
  On 2/22/2023 Helitech requested funds for the remaining required deposit amount as agreed upon per the signed contract. The homeowner approved the release of the funds in the amount of $3297.36. The Remaining balance of $3197.38 would be due after completion of the project.
  On 2/22/2023 Helitech submitted to the city of St. Peters Missouri for a permit as required for the agreed upon contract.
  On 3/10/23 Helitech Scheduling contacted Mr. ********* to give a tentative time frame of the 2nd or 3rd week of April 2023. 
  On 3/28/2023 Helitech customer care dept contact the homeowner to finalize the install dates and due to homeowners’ availability, an install date of 4/25/2023 was given and confirmed.
  On 4/17/2023 a final confirmation was made for the install date of 4/25/2023. This was sent via email.
  On 4/25/2023 a Helitech production crew arrived to complete the install of the 3 resistance piers to be installed as agreed upon. The install had no issues and was installed per Helitech specs and the city permit and inspection passed to close out the agreed upon contract.
  In September 2023 ***** contact the project specialist with concerns as 1 new crack had appeared on the front wall over the last pier location. The project specialist set up a visit per the request of the homeowner to perform a 2nd inspection. During this visit the project specialist completed an inspection which showed a rotation of the front foundation wall and provided a proposal for wall stabilization.
  Helitech never requested funds from the finance company pertaining to the 9/20/2023 proposal.
  On 10/16/23,    The homeowner called into the Helitech office.  He said we did work for him, we installed piers and now he is having more damage since the piers were put in, he said that his specialist came out and looked at it some time ago. He would like a supervisor to come out this time and look to see the damage of it and would like to get a 2nd opinion from Helitech.
  During the request to send a Helitech service technician out to the home a customer care rep made an error in scheduling and tired to schedule the appointment for the proposed work vs a normal service appointment this error was caught the appropriate contact was made a service appointment was scheduled for 10/20/2023
  On 10/20/2023 Helitech sent out a senior service tech to perform a full inspection which included shooting a transit and taking benchmarks to determine foundation position. This included the technician adding several more benchmark pins to have greater data points. During this inspection it was noted the front wall has rotation but the is an outward rotation which is common when settlement of a foundation occurs and it was determined wall stabilization was not needed. The Helitech service tech returned to the office to review findings with management. After reviewing the information, a 2nd meeting was setup with the homeowner.
  On 11/3/2023 Helitech Service Manager and Service technician visited the residence to go over findings and concerns. During this visit Mr. ********* stated he had 3 other companies perform inspections that recommend more piers throughout the home. Mr. ********* stated he believes his original Helitech specialist should have recommend more piers and requested 1 or 2 piers be installed at not cost to the homeowner. During the visit it was observed damage in drywall located throughout the middle of the home which included the kitchen area. Measurements taken from the previous visit were discussed with the homeowner and shown to the homeowner that also showed the center beam/ post were lower than the foundation walls which could be cause for the damage throughout the center of the home. A recommendation of returning in 3 months to shoot a final set up numbers before any recommendation were made was agreed upon.
  On 11/15/2023 Helitech service manager spoke to ***** again regarding the concerns at this time ***** became agitated and said that this was not acceptable, and he is not happy with the way this is playing out. I explained to him the information as I see it. I also explained to him that his request for Helitech to pay for additional services would not be acceptable and future work would be at a cost to the customer he was not pleased with that and said we are changing the story, and he does not agree with anything we have said or done, he also now claims the piers are failing. When i told him that was never the case, and his request was for us to add piers he got really upset.
  I also disputed the claim he keeps making about trying to take more money out for the new project we bid and explained to him the request for funds was due to the fact that the piers never got approved for the final payment.   I also asked him if he spoke to accounting, he said no. He claims the full amount has been paid and he has been paying on the amount. I told him that was not the case and he hung up on me. I verified all information with our accounting department, they have proof that only the first half was paid and the rest was declined. I Left voicemail on both numbers after ***** hung up on me.
  To date the final payment for the previous project that was completed on 4/25/2023 has not be received and the homeowner has an outstanding balance of $3197.38. Helitech accounting has spoken to the homeowner multiple times to clear of the confusion with the financing and the claims that were made that Helitech tried to open a 2nd loan. Helitech has never tried to open a 2nd loan nor draw funds for this loan the only request made to the finance company has been regarding the original project.
  I have included photos to show the previous damage that was present prior to Helitech performing any work at the home.
  As well as verbiage per the agreed upon contract to address some of the homeowner claims. On Page 5 of the contract, you will find the Addendum which states Cosmetic damage may occur during lift. For example, old cracks may open, new cracks may appear and door and windows may have to be realigned. This is a natural phenomenon of lifting a structure. Helitech is not responsible for these repairs.
  After a lift, cosmetic repairs to your structure should not be attempted until (6) months to a year has passed. The structure needs time to adjust to the new elevation. Of course, we will lift slowly and with extreme care, however, it is still faster than the settlement you are experiencing.
  Helitech will install monitoring pins (bench marks) in work area. Customer acknowledges this if for Helitech’s internal use only.
   I have also attached the current invoice that shows the remaining balance that has not been paid in full as of 12/7/2023
  Helitech has fulfilled its obligation contractually and provided additional recommendation to monitor the home to the customer at this time.
  Helitech requests that this Homeowners complaint be stricken from the record. The homeowner’s complaint is not valid nor truthful and is a misrepresentation of the facts.
  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/3/23 paid $300.00 with debit card by phone for an appointment to assess a building foundation. I cancelled the appointment two days before it was to occur and was assured I would receive a full refund. Have made numerous calls and received numerous promises that the refund is on its way, all to no avail.

  

  Business response

  06/28/2023

  To Whom it may concern:
  ****************** contacted Helitech 6/2/2023 for a home inspection pertaining to foundation concerns. Helitech scheduled an appointment for 6/6/2023 for a Helitech technician to complete the inspection as requested.On June 5th ****************** called and requested the appointment to be cancelled. The appointment was cancelled on June 5th and the refund process was turned into the Cancellation/ refund department. Helitech was contacted the following week by the homeowner to follow up on the refund. ************* the Helitech representee followed up with accounting to see when the refund would be processed.
  ****************** did call and speak to ************** on a few occasions following up on the refund. The refund was issued within 14 days of being contacted by ******************. The Transaction was finalized, and homeownerscard was credited on 6/27/2023.

  ************ the **************** Manager follow up with ***************** on 6/28/2023 to verify that he has received the refund. ****************** has received the refund credit. At this time ****************** is satisfied with the outcome of the transaction.

  
  Transaction Info
  Date
  ************************* - REFUND 444078
  Receipt Number
  Invoice Number
  6/27/2023 10:49 AM
  
  
  270904
  Totals
  Subtotal
  Total
  ($300.00)
  ($300.00)
  Card Refund
  Card Brand
  Card
  Amount Tendered
  Visa
  Card ending in 0131
  $300.00
  
  Helitech has provided the copy of the transaction that cleared on 6/27/2023.
  Helitech requests that this customer complaint be stricken from the record. Helitech followed all protocol regarding what the customers state requires in regards to Cancellation process and refunding of the deposit. We believe this is not a valid complaint and request removal of complaint at this time.

  
  

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *************************************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2/20/23 out for estimate demanded $412.47 to be put on schedule,said wanted more estimates.Said would never be on schedule in future if no payment now.Paid. Finally got contract 2100 by email. 2/22/23 emailed and texted rejection of contract as another has 10 yr warranty, much cheaper. As of 3/1 money not returned, rep claims returned 2/23/23 . This is false. I am 65 yo who is glad I rejected them and will turn this over to ******** *******. Will forward emails to BBB

  

  Business response

  03/13/2023

  To all that this Concerns
  
  Helitech provided a proposal to Mrs. ******* during the visit that took place on 2/20/2023. During the visit Mrs. ******* was presented with solutions to the issues reported and found by the Helitech Estimator. During the visit Mr. ******* explained to the homeowner what the next steps were if she wanted to move forward with the proposal provided. After going over the contract on the front porch Mrs., ******* decided to move forward with the proposal which includes a signed contract and a 33% deposit to start the scheduling process. At no time did the Helitech estimator tell the homeowner that if she didn’t sign that day Helitech would no longer do business with said homeowner. Over 35 years in business this has never been a policy for Helitech and many homeowners decide to move forward days or weeks after the initial visit.
  Mrs. ******* entered into a contract on 2/20/2023 with Helitech waterproofing & Foundation repair for a Concrete leveling repair which included Polyjacking at her residence. Mrs. ******* contacted the Helitech Estimator on 2/22/2023 to have her project cancelled. Mr. ******* the Helitech estimator turned in the cancellation as requested by the homeowner. On 2/23/2023 the cancellation was entered into the system and refund procedures proceeded. Mrs. ******* was issued a full refund of the deposit as it was within the 3-day rights to cancel.
  On 2/25/2023 Mrs. ******* reached out to the Helitech estimator regarding the refund of the deposit. Mr. ******* responding to the homeowner to confirm that cancellation has been turned in and is processing the refund.
  On 2/28/2023 Mrs. ******* reached out again to the estimator regarding the refund. The Helitech estimator verified from Mr. ****** who processed the Cancellation that it was received, and the process of the refund started on 2/23/2023 as previously stated. Mr. ******* updated the homeowner once again with this information. At this time the homeowner told Mr. ******* she would get the Attorney general involved if she needed to.
  On 3/2/2023 Helitech received the BBB complaint from Mrs. *******. Helitech Service Manger immediately reached out to the homeowner to discuss her concerns and to provide information on the refund process and emailed the homeowner a copy of the transaction regarding the Refund. Mrs. ******* was demanding payment be received by 12pm on 3/2/2023 or she would file a complaint with the attorney general. After further discussion the issues Homeowner agreed to wait on the refund and not file the complaint with the attorney general.
  I have provided the documentation to show the refund has been processed. The refund process can take between 7-14 days. 
  

  Helitech requests that this customer complaint be stricken from the record.  Helitech followed all protocol regarding what the customer’s state requires in regard to Cancellation process and refunding of the deposit. We believe this is not a valid complaint and request removal of complaint as Helitech
  
  
  Transaction Type Credit Refund
  Stan ****
  AuthID
  Invoice Number ******
  Card Last Four ********** ******** ***** ****** ***** ***
  Cancelled - ****** ******* *****
  Subtotal $412.47
  Refund USD $412.47
  
  
  

  
  

  

  Business response

  03/13/2023

  To all that this Concerns
  
  Helitech provided a proposal to Mrs. ******* during the visit that took place on 2/20/2023. During the visit Mrs. ******* was presented with solutions to the issues reported and found by the Helitech Estimator. During the visit Mr. ******* explained to the homeowner what the next steps were if she wanted to move forward with the proposal provided. After going over the contract on the front porch Mrs., ******* decided to move forward with the proposal which includes a signed contract and a 33% deposit to start the scheduling process. At no time did the Helitech estimator tell the homeowner that if she didn’t sign that day Helitech would no longer do business with said homeowner. Over 35 years in business this has never been a policy for Helitech and many homeowners decide to move forward days or weeks after the initial visit.
  Mrs. ******* entered into a contract on 2/20/2023 with Helitech waterproofing & Foundation repair for a Concrete leveling repair which included Polyjacking at her residence. Mrs. ******* contacted the Helitech Estimator on 2/22/2023 to have her project cancelled. Mr. ******* the Helitech estimator turned in the cancellation as requested by the homeowner. On 2/23/2023 the cancellation was entered into the system and refund procedures proceeded. Mrs. ******* was issued a full refund of the deposit as it was within the 3-day rights to cancel.
  On 2/25/2023 Mrs. ******* reached out to the Helitech estimator regarding the refund of the deposit. Mr. ******* responding to the homeowner to confirm that cancellation has been turned in and is processing the refund.
  On 2/28/2023 Mrs. ******* reached out again to the estimator regarding the refund. The Helitech estimator verified from Mr. ****** who processed the Cancellation that it was received, and the process of the refund started on 2/23/2023 as previously stated. Mr. ******* updated the homeowner once again with this information. At this time the homeowner told Mr. ******* she would get the ******** ******* involved if she needed to.
  On 3/2/2023 Helitech received the BBB complaint from Mrs. *******. Helitech ******* ****** immediately reached out to the homeowner to discuss her concerns and to provide information on the refund process and emailed the homeowner a copy of the transaction regarding the Refund. Mrs. ******* was demanding payment be received by 12pm on 3/2/2023 or she would file a complaint with the ******** *******. After further discussion the issues Homeowner agreed to wait on the refund and not file the complaint with the ******** *******.
  I have provided the documentation to show the refund has been processed. The refund process can take between 7-14 days. 
  

  Helitech requests that this customer complaint be stricken from the record.  Helitech followed all protocol regarding what the customer’s state requires in regard to Cancellation process and refunding of the deposit. We believe this is not a valid complaint and request removal of complaint as Helitech
  
  
  Transaction Type Credit Refund
  Stan ****
  AuthID
  Invoice Number ******
  Card Last Four ********** ********
  Entry Method KEYED CNP
  Cancelled - ****** ******* *****
  Subtotal $412.47
  Refund USD $412.47
  
  
  

  
  

  Customer response

  03/13/2023

  Complaint: ********
  
  I am rejecting this response because:While I did get money back ,it was only after sent all info to bank to dispute the charge and contacted BBB. I maintain  the sales tactics and pressure to give money if ever want on schedule occurred. I maintain the response of company  to simply repeat money was returned when it was not while not escalating issue. I highly question claim that it takes 14 days when ******* can do so in 48 hrs. I do not take lightly the actions of this company.
  
  
  
  Sincerely,
  
  ****** *******

  Customer response

  03/13/2023

  Complaint: ********
  
  I am rejecting this response because:While I did get money back ,it was only after sent all info to bank to dispute the charge and contacted BBB. I maintain  the sales tactics and pressure to give money if ever want on schedule occurred. I maintain the response of company  to simply repeat money was returned when it was not while not escalating issue. I highly question claim that it takes 14 days when ******* can do so in 48 hrs. I do not take lightly the actions of this company.
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Helitech was contracted to repair foundation work, to take place over four days. Prior to showing up, pictures were sent to verify work area was ready, my sales rep contact said everything looked great. When the on-site crew showed up, they indicated to me they were unable to work since the area was not ready. After showing the emails indicating approval, I was handed a piece of paper to sign, abdicating responsibility if they damage anything. My choice in that moment was either sign it and get the work done, or not and be out of luck. So, under duress, I signed whatever they gave me to sign in order to have the work started that day. All work they did was partial and left more to do than if it was done right the first time. Don't forget about their mis-drilled foundation holes they had to patch, and now I have to explain when I sell my house. Work began on a Thu, and was to be done on the following Tue. This did not happen due to their apparent continued failure of machinery. Work was completed the following Friday, a total of seven days on-site. On day four - the day work was originally scheduled to be finished, rain came down hard enough to pour through an unsealed drill-hole, into my basement. Literally, pouring out of the wall next to the exposed electrical wire they left hanging creating a fire hazard, which I fixed and cleaned up that night. This day also surprised me with what felt like a threat left by one of their employees, indicating "h8 it here!" with a skull drawn next to it on a foam pad. What would you do, as a homeowner, with your basement in shambles, and a hostile work crew in your house? Once the crew left, I was left with going through my yard to pick up the equipment and tools left behind so I didn't damage my mower. Months down the road, work finally may be finished after they had to fix concrete issues twice. Six months of no laundry room, no bathroom, no rec area for the holidays. Lots of anxiety, stress & concern for my safety.

  

  Business response

  02/24/2023

  Helitech entered into a contract with ****** *** 8/24/2023. The contract as stated was for 10 wall anchors with 2 anchors having C-Channel for wall stabilization that has a lifetime of the structure warranty. Helitech was also contracted to install 51 Lf Basement waterproofing and 350 sq ft of wall coverings which has a lifetime of the structure warranty. During the install a Change order was submitted to have all anchors installed with C-Channels for no addition costs.

  On September 7^th Helitech reached out to Mr. *** to give homeowner the tentative timeframe for his install.

  • 1st contact: text: My name is ******; I will be your Customer Care Liaison here at Helitech. I wanted to let you know that we tentatively have you on schedule around the 3rd or 4th week of October. This time frame is subject to change but I will be in touch every few weeks with an update.

  On September 22^nd 2022 a 2^nd contact was made in reference to the install date and prep work needed;

  Good afternoon, I hope this message finds you well. I wanted to go over the prep work requirements for your project a little more in depth. As previously mentioned, please review pages 2 and 3 of your contracts for any prep work needs. Please be sure to have all items out of the work area in order for our crew to complete your Helical Wall Anchors and Basement Waterproofing projects. Customer will remove and replace carpet, baseboards, washer, dryer, shelves, water heater, appliances, and all other items away from walls to provide a ten (10) foot work area. Including all wall coverings, wall framing, and any other obstacle covering the areas to be repaired. Any areas of the basement that have drywall, baseboards, framing, or other materials against the basement walls will need to be removed above the floor for drainage system installation. All personal items should be covered with plastic, tarps, or other materials to protect from dust during construction. It is important to note that ALL prep work needs to be completed before the crew arrives to avoid a delay in completion. As soon as I have a specific date for you, I will share it- this will be approximately 2 weeks before the crew is scheduled to arrive. Currently, you are tentatively on schedule for the last week of October or first week of November. This time frame is still subject to change. I will stay in touch with any updates. I have also attached a document with common private utilities and how to get them marked. Please look at the document and make sure to have all applicable lines located. It is better to err on the side of caution and have all relevant lines located to avoid them being hit while we are digging. Please let me know if you have any questions. ****** *****

  On September 23^rd Mr. *** replied to an email regarding the prep work.

  • Hi ******, When ***** *** was here, he said I might be able to leave a couple of walls up which run perpendicular to the wall being repaired. Can you check with him and see if this is the case? He said with the screws being 5 feet apart I can probably leave these two walls up. Thanks, **** Please reach out to customer directly at ************. Thank you, ****** *****

  Mr. *** is correct as his sales estimator confirmed that the perpendicular walls could remain in place. This was confirmed on September 23^rd.

   

  However, upon arrival, and walk thru with the Foreman of the job, it was determined that more of the finished wall were going to need to be removed. The Foreman onsite walked thru the options with the homeowner which included being rescheduled and Mr. *** having the walls being removed or Helitech could remove walls as needed to complete the job.  The homeowner agreed to have Helitech remove the walls and signed the required change order this was completed at no addition cost.

  The Projects was scheduled for 4 days originally however due to unforeseen circumstance, the job did take longer to complete. Work took place on 10/20,10/21,10/24,10/25,10/26,10/27 and on 10/28/2022.

  Helitech’s priority is to make sure the job is completed as contracted and we strive to meet deadlines however in some cases, to do the job correctly, it takes more time.  Helitech committed the additional time to this project without additional charges to the customer.

  Helitech has remained in contact with the homeowner every step of the way with multiple contacts from management and site visits to correct any issues that had risen from the install. During these conversation and visits, Mr. *** never once stated that the production team members created a hostile work environment nor that he felt threatened for his safety.

  Additionally, Helitech’s crews did not draw pictures or hidden messages in Mr. ***’s foam board.  Mr. *** also mentioned to Helitech’s Customer Service Manager that his anxiety was triggered partly because of videos on our website showing Helitech employees enjoying skeet shooting.  Mr. ***’s  “stress” and “anxiety” over things outside of his actual project experience are not the responsibility of Helitech.  Our crews were professional and completed the work contracted.

  On 2/20/2023 Customer Service Manager reached to Mr. *** to discuss his concerns as listed in this complaint. During the call the homeowner stated he is requestioning a credit of ½ of his remaining balance that is still owed to Helitech for his continued stress and anxiety. During this phone conversation the customer service manager verified all products are in good working condition as contracted and no further work is needed. Homeowner agreed all issues are resolved with the installed products.  Helitech will continue to Honor the lifetime of the structure warranty as stated in the contract.  Homeowner agreed to a return phone call on 2/21/23 and the phone called ended.

  On 2/21/2023 Helitech Customer Service Manager informed Mr. *** that we would not be refunding him $5,000 for stress and that his warranty is valid for the life of the structure.  And that final payment for work completed is due.

  Customer response

  03/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  On Monday Feb 27, Helitech indicated payment in full has been rec'd and considers the project completed in full per the contract, with no further issues to resolve.
  
  However, on Friday March 3, large amounts of rain fell in my area. This resulted in water leaking through three of the "finished" holes drilled by Helitech. See video for second (March 3) time this has happened.
  
  On March 3, at about 9:57am, I called Helitech's Cust Serv Mgr, **** ****, and informed him of the leaks.  Helitech requested I send pictures, and I sent the one to him I could at the time (10:16am). Tony indicated he would show up, along with Tech **** ********* to inject something else into the wall. Earliest I was informed Helitech could be onsite is Monday March 6, between 1-3pm as the injection could not be used in rain. Uncertain why this was not included on initial project install.
  
  Also, some of the cement is still showing signs of water staining in the concrete poured from Helitech the first time, partially patched the second time, then partially replaced the third time out.
  
  My questions:
  
  Had I not caught this, and the (estimated) 30+ gallons of water I emptied from the pictured buckets over the course of the entire day of March 3 had spilled into my basement and ruined any carpeting, furniture, electronics, etc., would these damages/replacement costs be covered by Helitech's warranty as well, or would I be responsible as the homeowner?
  
  When I build my walls back up, is it safe to put electrical boxes on that wall? Or only above the height of the anchors?
  
  Sincerely,
  
  ****** ***

  

  Business response

  03/07/2023

  To Whom it may concern,
  Helitech’s Customer Service Manager was contacted by Mr. *** on Friday March 3rd, 2023, reporting at that time 3 anchors had started leaking. During the conversation Helitech asked if Mr. *** if he could send photos of the water intrusion that had occurred. During the phone conversation Mr. ****, the customer service manager promptly found an open availability and scheduled a Service visit to address the water intrusion.  Mr. *** was given Monday March 6th 1-3pm for a service appointment to address the water intrusion. 
  Monday March 6th, 2023, Helitech arrived as scheduled. During the visit Helitech added Injection material to further seal around the all-Helical anchors. This was done at no addition cost and covered under the warranty. Helitech also replaced a small section of concrete that appeared damp in the laundry room.
  Mr. **** walked the homeowner through the repairs performed under the warranty. At this time no further issues are reported or found with the installed system and all warranties are still lifetime of the structure.
   Helitech has fulfilled its obligation contractually and Helitech has made all necessary repairs as agreed upon.

  Customer response

  03/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I keep trying to get this closed, however I'm currently awaiting the delayed delivery of the final invoice marked complete from Helitech. As with another instance regarding invoices, multiple attempts of communication are required to get the information requested. Unfortunately the speed at which they can produce an invoice when you owe them money vs when you have a request varies.
  
  Also, during the last visit from the Helitech team, I was told they were unable to access the back yard, probably due to a gate with a sticky latch.  This was opened for Helitech, and in the event they did not go back and take pictures of the holes drilled (and filled) by Helitech above the soil-line, pictures of these holes have been attached.
  
  And Helitech, again, left behind another item on-site.  Again, they failed to clean the job site, leaving behind the cutting tool. This time by the Customer Service Manager himself.
  
  Once I have all documentation indicating my contractual obligations have been met, we will look to move on.
  
  (Speaking of which, how many times has Helitech used the word "contract",and how many times have they used the words "we're sorry" in all their responses here?)
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/24/2022 Amount Paid $15.602.00 Waterproofing Foundation Repair They warranty the water wouldn't get into basement again and it did, Water got into the basement Twice already They said twice that they are coming but they never come. in the meen time water is still getting into the basement

  Customer response

  09/13/2022

  As I was saying in March, the *************** was hired by me to carry out a project to prevent water from entering my basement. At that time my basement was empty, but when they finished carrying out the project, their guarantee was that the water would not enter. more to my basement and based on that position I made constructions in my basement of laundry room walls, but when July arrived the water entered my basement again so I called them again and they said they had installed a bad system in my house and that they needed to change it, the year I asked what was going to happen to the walls of the rooms that I had already built, they told me that they would break down those walls to be able to fix the bad system that they had installed, but that they would rebuild the walls that they would break last week they finished the project to change the system again so that the water does not enter my basement but today they tell me that they do not They will be in charge of rebuilding the walls that they broke, that will be my responsibility and that was not what was agreed upon. So my complaint today is that they are not responsible for fixing the walls that they broke, because if they had done a good job from the beginning, that would not have happened.

  

  Business response

  09/16/2022

  Helitech has been in constant communications with ************** from the time he called regarding his concern with our work.  Helitech has completed all warranty repairs at Mr. ****** home as of 9/9/2022 and is working with ************** on damages.  

  Thank you, 

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are an elderly couple in our 80's on a fixed income that called Helitech to provide a solution for water slowly leaking through stress cracks in our basement. Helitech's solution for a dry basement was to fill 2 stress cracks and lift the foundation 1.5 inches. We paid $26K for this solution. They sent an out of town crew to do the work and since they left, the basement now floods with mud and running water. A basement that never had more than a trickle of water, now floods with the smallest of rains carrying in a river mud and silt. The backyard now has standing water with every rain due to very poor grading.The crew damaged the existing sump pump drainage system when lifting the foundation, caused bowing to the rear wall as a result, improperly graded the yard, did not adhere the membrane to the foundation, did not install drainage from the sump pump/gutter systems properly, sold a solution that did not solve the problem-in fact it CREATED major problems. They created a pathway for water to enter/damage our home. I have called many times for a resolution with great patience They do not answer their phone and rarely respond.They did send a supervisor out last Friday who told us to reread our contract- he was super busy with new work this week that was a priority over my flooding basement and compromised house structure. He said would try to get back to us. No call back yet. No one is in their office either. My wife is in poor health and we are on a fixed income. We used our savings to make sure our home was secure and dry. We trusted their word. Helitech's sales person sold us a solution we did not need and left us with tens of thousands of dollars of damage that we cant afford to fix not to mention endless stress and worry. A second, independent contractor and a structural engineerboth separatelyconfirmed Helitech's negligence in the work perfomed on our home which is causing structural damage now. We want a full refund so that we can repair the damage done.

  

  Business response

  09/19/2022

  Helitech has fulfilled its obligation contractually and provided additional solutions and repairs to the home. Helitech made all necessary repairs as agreed upon. Helitech has completed all work as of 9/13/22.  *** ****** as well as his daughter were both present during final inspection and has agreed that all work has been completed to satisfactory conditions. Thus, closing out the work needed to make repairs. At this time, we find no reason to return to the home. Helitech has resolved all concerns listed in the complaint.
  Thank You.

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