Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 01-16-2025, I had Acculevel to my home to waterproof my basement. While waterproofing, they hit and destroyed my main sewer line coming into the home. This sewer line is not hidden. It is clear that there is a drain in the floor and you can see which way the pipe goes. The drilled into the floor directly behind a stand up pipe coming out of the floor. They are trying to say that I am liable and want me to pay for a sewer line that they damaged. Then they were saying they would take care of it. Then they changed their mind again and said that I am liable. My sewer line still has not been repaired.

  Customer response

  01/25/2025

  This complaint has been resolved.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our wall reinforced on November 1st with 5 carbon straps, bottom anchors and neckties. We paid $4,978. I never feel compelled to write reviews like this, but I feel like I have to in this case. This is hands down, the sloppiest job I have ever seen. There is epoxy everywhere - on the ground, all over a carpet, on our brand-new window. The epoxy on the walls is just slopped on and truly looks like a child applied it. My wife called about the window and the seemingly permanent damage to the floor and elsewhere. They sent a tech out. He acknowledged that the job was really sloppy and said that he didn't like to see jobs like this or something to that effect. The window was pushed out of place and is off track - I think it's broken. He took pictures and said that a manager would be in contact with us. So far, we haven't received a call. He glossed over the damage to the floor and other items in vicinity to the wall. My wife asked if the plastic could be removed that covered the epoxy, to which he replied yes. He proceeded to demonstrate how we should take it off and ended up cutting his finger on the sharp and jagged epoxy. He said that we should use goo-b-gone to remove the epoxy that is on the window and all over the place. Bottom line is someone needs to make this right. I can't describe the disappointment I felt when I saw what was done to the basement.

  

  Business response

  12/19/2024

  We deeply apologize for the experience youve had with the recent work performed at your home. This is not the level of service we strive to provide, and we sincerely regret that the job was not completed to the standards you expect from us. Our Service Manager has already been in touch with you to address these concerns, and we are committed to resolving the issues.We will do everything possible to make this right. Thank you for bringing this to our attention, and again, we apologize for the inconvenience and frustration youve experienced.

  Customer response

  12/30/2024

  Nothing has been done to resolve this issue.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Acculevel was originally contracted to perform a slab jacking job on my back patio over 6 months ago.Acculevel originally came out May 2nd, 2024 to perform the job, but arrived early and without notice to perform the job while I was not home. I was not satisfied with the work and notified Acculevel on May 6th that the patio was not level and provided pictures, but never received a response.I contacted Acculevel again on May 28th and May 29th, but did not receive a response.I received a request from Acculevel on June 25th to make the final payment, and informed Acculevel I was still waiting on the work to be completed.I followed up with Acculevel again on June 26th and 27th, and did not receive a response.I followed up again on June 28th and was told "service would be getting ahold of me soon."I followed up on October 15th after clearly having been forgotten about again requesting a refund, and did not receive a response.On October 25th, I finally received a phone call from Acculevel from an individual who was not familiar with the history of my project. I have since had multiple phone calls and email exchanges with this individual who on November 12th said Acculevel would need to arrange for a technician to visit my home "since the work has already been completed" which Acculevel is aware is not true. I made Acculevel aware of this again on November 12th. The state of the patio has significantly deteriorated since May 6th. I followed up again on November 27th and have not received a response.

  

  Business response

  12/15/2024

  We sincerely apologize for the frustrations and delays you've experienced. Your concerns are important to us, and we understand the urgency of resolving this matter. Our Service Manager will be in touch with you soon to address the situation and work toward a resolution. Thank you for bringing this to our attention, and we appreciate your continued patience as we work to make this right.
  

  Customer response

  12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Acculevel has still not reached out to me and I have not received a refund. I have been in communication with multiple individuals from the company dozens of times over the last 7 months. Acculevel has been well aware of this since May. There is no reasonable argument to be made that Acculevel was not aware of this and Acculevel has done nothing to indicate to me that this is either important or that they are treating this with any sense of urgency. I have been repeatedly ignored by Acculevel and am still awaiting a response to emails sent on November 12th and November 27th.
  
  Regards,
  
  ****** *****

  
  

  

  Business response

  12/19/2024

  We sincerely apologize for the lack of communication and for the frustration this has caused. This is not the experience we want for our customers, and we deeply regret that your concerns have not been addressed in a timely manner. Please reach out to **************************************** so we can direct you to the appropriate department to resolve this matter as quickly as possible. We appreciate your patience and will prioritize getting this issue resolved for you.

  Customer response

  12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Acculevel still has not reached out to me which they said they would do in their initial response. I sent an email on 12/24 as requested and am still waiting on a response. I have yet to receive my refund.
  
  Regards,
  
  ****** *****
  

  

  Business response

  01/10/2025

  Thank you for your feedback. Our Service Manager has made multiple attempts to contact you to resolve this matter and process your refund. Please ccontact us directly at your earliest convenience so we can promptly address this for you.

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I assume you are referring to ****, who I responded to via email this morning.
  
  Regards,
  
  ****** *****

  
  

  

  Business response

  01/21/2025

  Thank you for your patience. Your refund was mailed out today, January 21, 2025. We apologize for any inconvenience caused by the delay and appreciate your understanding.
  

  Customer response

  01/28/2025

  Better Business Bureau:

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

  I have receieved a refund check in the mail.
  

  Regards,

  ****** *****

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/21 signed contract to stabilize garage. gave deposit.11/8 called Mr. ****** for update. answer delayed for holidays, not sure which holiday he was referring to. approx. 11/18 called Mr. ****** again told me he would get back to me after he called the office. Mr. ****** never returned my call. approx.11/19 called the main office and left a message for the existing projects manager with phone number etc. this person also never returned my call. now the temps are in the teens which from my understanding concrete will not dry properly. Mr. ****** told me they would be able to get this done in three weeks before the cold set in. i was misled about this. i had no intention of doing this project in the winter. Mr. ****** was aware of this. acculevel did not complete, start or schedule the project as requested they refuse to return calls. they took my deposit and depostited it 10/23 promptly. nothing else has been done in the past 5wks [plus. i no longer wish to do buisness with this company. i find it reasonable that they return my 2k and have this be the end of it. bottom line they took my money did no work .do the right thing acculevel return my deposit

  

  Business response

  12/19/2024

  We sincerely apologize for the delays and communication issues youve experienced. We understand your frustration and regret that we did not meet your expectations. We want to assure you that we are currently processing your refund and will ensure it is completed promptly. Your concerns have been noted, and we are committed to improving our service moving forward. Thank you for your patience, and again, we apologize for any inconvenience caused.
  

  Customer response

  12/19/2024

   I am good with getting the refund and putting this behind us.  I am waiting for the refund at this time. Hopefully it gets processed soon. I will let you know when i get the check. Thank you.  *****. c.  12 -19- 24

  Customer response

  12/30/2024

  Still waiting for the check. Should be here in 7-10 busines days per acculevel from ***** -24. **

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acculevel was contracted for the property located at **************************************************************** to perform house leveling services on February of 2024 with contractual warranty services for ongoing adjustments for a period of 24 months. I **** ******* purchased the home in July 2024 and upon moving in noticed the house could use an adjustment. I contact Acculevel on at least ********************************************************************************************************** rescheduled. On the 10 occasions I contacted them via email, voice mail or on very rare occasion spoke to the branch service manager but overall they have been non responsive to schedule and perform warranty work or make arrangements for service call. They refuse to return calls or respond to emails. I believe the work does not stand up to their promissory commitment.

  

  Business response

  12/19/2024

  We sincerely apologize for the challenges youve faced in trying to schedule warranty services. Your experience does not reflect the level of professionalism we strive for. To ensure your concerns are directed to the appropriate department, please reach out to us at ***************************************** Our team will prioritize resolving this matter promptly. Thank you for bringing this to our attention, and we appreciate your patience as we work to make things right.
  

  Customer response

  12/30/2024

  I never heard a response back from the business that I made the complaint about. As I had looked at the original, I should have expected a response. Is there any additional recourse I have to obtain a response from the business?

• Initial Complaint

  11/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In August, 2024 we contracted with Acculevel of *********, IN to install 3 trench drains in our sidewalk and have them drain into a French drain that they would also install that would exit into our lake in ******, **. Additionally, they would widen the trench drain in our driveway. For this we provided them with a 50% down payment of $3,795.30 It is now November and they have performed no work, they no longer answer their phones, and never return a call when I get through to their voice mails.Their lack of professionalism is unbelievable and unacceptable.I am at wits end trying to get some resolution to this issue.I have called their office daily, called the project mgr., left voice mails and emails and continually get no *********** this point I dont trust them to provide quality or timely work.I want to cancel the contract and have my deposit refunded.This has been a very troubling and expensive experience!

  

  Business response

  12/19/2024

  We sincerely apologize for the frustration and inconvenience youve experienced. Our service manager has been in touch with you to address your concerns and work towards a resolution. Please know that we are committed to making this right and appreciate your patience as we work through this matter.
  

  Customer response

  12/26/2024

  Better Business Bureau:

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

  Regards,

  ****** *****

• Initial Complaint

  11/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Calling to follow up on work completed last year. Unable to contact anyone to even speak to let alone have someone come out. Extremely unprofessional.

  

  Business response

  11/13/2024

  Were very sorry to hear about your experience and the difficulties in reaching us. We have scheduled your service appointment. Thank you for giving us the opportunity to make this right! 
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 14. 2024 I signed up for services to have my basement wall replaced. They scheduled for sept 16. On the 16th 15 min before they were supposed to arrive acculevel rep ****** text me and told me they would have to reschedule. I explained a notice would have been nice since I had to clear things out and remove my cellar door. I also rescheduled work and babysitting to be there. The next date was Oct 14, set to arrive between ***** in the morning. Showed up at 10 to start. Acculevel provided no contractors to help them . The crew was supposed to have concrete blocks delivered, they never showed, supposed to have a dumpster did not show till the next day. Crew had to go and buy materials themselves. The third day I had police banging on my door at 8 am because they left their trailer in the middle of the road and to top it off they are still not done. So what should have been completed in 2 days, 2 weeks later they still have not cleaned up from the job. There is a probably 8x4 pile of dirt they have not got out of my yard. This is blocking my garage and huge hazard to my grandkids and myself. They are telling me they cant get to it till November. When I started complaining they will not answer my calls or complete the work. I have tried to speak to ***** ******* and *** and no one will return my call. Do not deal with this company. I can see why there are so many complaints on here

  

  Business response

  10/29/2024

  Were very sorry for the delays and challenges youve experienced throughout this process. Please know were taking your concerns seriously and have scheduled a crew to come out and complete the remaining work on November 7th. We apologize for the inconvenience and the extended timeline, and were committed to making this right. Thank you for your patience.

  Customer response

  11/08/2024

  Well they promised to be here nov7@ noon. As of today Nov 8 it still has not been completed. This company is awful. Do not trust them with anything. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Acculevel was hired to perform a professional-level rim joist replacement. The Project Advisor informed me that I needed to disassemble my storage room shelves because the house would be jacked up. However, the house was not jacked up, and the replacement of the rim joist and seal plate was not carried out correctly.A contract was signed to replace 15 feet of the joist; however, only 7 feet required replacement, and only 4 feet of the rotted seal plate was actually replaced. Additionally, the original seal plate and rim joist were not cut at a 90-degree angle, and the new rim joist and seal plate were not cut to match the angles of the originals. Instead, straight-cut wood was installed, leaving openings on the exterior of the house. Furthermore, no anchor bolts were installed after one anchor nut was cut off, instead of drilling a 1/2-inch hole in the replacement seal plate I provided.I contacted Acculevel about this issue on Tuesday, October 22nd, and was informed that service would need to be rescheduled, but no estimated time frame was provided, especially with the weather changing soon. Consequently, I reached out to my credit card company to dispute the charge, as the lack of a professional repair is unacceptable, particularly given Acculevel's specialization in foundation ***********, nearly a week later, I still have not received a status update. I contacted the Project Advisor again today (October 28th) to emphasize the urgency of completing the task correctly and to express my concerns about the disarray in my home, as I have not been able to reassemble my storage room, dryer vent, and sump pump.I would like the job to be completed correctly. However, if Acculevel is unable or unwilling to provide the professional service I have paid for, I request a refund of $1,000 to GreenSky and $1,000 to my credit card. That said, I prefer to have the job completed correctly this week, as it will soon be too cold to remove the siding from the house.

  

  Business response

  10/29/2024

  We sincerely apologize for the issues you've encountered with the rim joist replacement and for the delay in our response. We understand your concerns, and our crew is scheduled to come out to your home on October 30th to address these issues and complete the job as specified. Thank you for your patience, and please let us know if theres anything we can do to make this right in the meantime.

  Customer response

  11/01/2024

  Better Business Bureau:

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

  No further action is needed.

  Please close this compliant.  On Wednesday, October 30, 2024, they had returned and resolved the problem as expected.  No further action is require being the work performed was satisfactory.

   

  Regards,

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

• Initial Complaint

  10/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract Signed and $7,500 deposit provided on a ~$25,000 job on September 16th. I was told work was supposed to start potentially as soon as September 24th with a 4-6 week timeline for the project. As of October 21st I had yet to receive a start date despite asking multiple times. Communication had slowed and then completely stopped. A temporary wall to support the house was not constructed (that was supposed to be completed as soon as possible). I stressed the importance of a firm start date from the beginning as I needed to order windows and siding as soon as possible do be done following Acculevel's work. I have yet to be refunded my money on 10/24 despite cancelling the project effective 10/18 and providing written notice on Monday 10/21.Additionally, this company looks to have a repeated pattern of attempts to defraud customers of their deposits. They have unenforceable language in their contract that they use as scare tactics and to bully consumers. I was also a victim of a bait and switch scheme with what was to be provided. I was led to believe I would be receiving poured concrete and block foundation at a certain price and sent the contract. When I opened it, I discovered it was a completely different solution that had been previously discussed but was not as desirable.

  

  Business response

  10/29/2024

  We apologize for the delays and communication issues you've experienced. We understand your frustration and are very sorry for any inconvenience caused. A refund for your deposit was processed back to your card last week. Please dont hesitate to reach out if you have any additional questions or concerns, and again, we apologize for not meeting your expectations.

*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. ↩