Complaints

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Foundation solutions 360 was supposed to straighten my wall. They did not. They made it worse and unsafe. I have a lot of documentation if needed.

  

  Business response

  12/29/2023

  To whom it may concern,

  Foundation Solutions 360 has returned to customers home and did repairs until customer was satisfied. It is my understanding that this matter has been resolved with my production manager and customer. 
  

  please advise?

  Customer response

  12/31/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

  Customer response

  12/31/2023

  One of the employees named "******" came to the residence on Tuesday 12-19-23. He was at the residence for 2 hours and 20 minutes. Noon to 2:20. He  installed 5 pieces of 2x4 wood, didn't even attach then with fasteners. I contacted him less than one half hour after he had lift and told him he just stressed out other areas of the I-joists. They are out of perpendicular more than one inch. I have contacted structural engineers and they informed me I-joist must NEVER be have side loads on them. " They are not designed to have that type of capacity on them" I have several other sources indicating the same information. The initial  amateur installers did a pathetic job "blocking" the I-joist (I have many documented photos) . I was lied to about what was to be accomplished and the wall is still not stable. ****** said he would contact me after the first of the year so I am ready to inform him Solution Foundation 360 need to complete the job what was originally claimed.  

  Customer response

  01/02/2024

  
  I wish to include an addendum to my first response that customer was satisfied.
  My satisfaction was not discussed. As stated, ******, not only did very little, he did not do what he said he would do on Thursday 12-14-23, when he came to inspect the job. Twice, he mentioned I am going to try to pick it up, (raise the floor) to take the pressure off of the sill plate. ****** said he would need another worker to assist him in lifting (with 20 ton ****s) but, due to everyone is sick (at work) he came alone. ****** also did not use any cross-bracing as discussed, only wedged 5, 2x4s between I-joist without fasteners.
  
  First and foremost, our research indicates we received improper information by Foundation Solution 360 from the very beginning. Sales representative ***************** claimed and convinced us that supporting a wall with engineered I-joist was an acceptable practice. It is not!
  
  Information from competitor foundation stabilization company's, not only dont recommend side-loading engineered I-joist, they do not do it under any circumstances, claiming that practice is not acceptable or structurally possible.
  During our conversation with ******, he admitted We dont come across this (situation) a lot. **** (the installation *******) admitted he has only done three (3) other engineered I-joist and they were perpendicular to the wall, not parallel to a wall such as ours.
  
  I would like to know how many other jobs, if any, where side-loading engineered I-joists have been satisfactorily performed with ******?
  
  Two different structural engineers firms from Michigan, the *** (International Code Counsel) and the engineer from LP, the makers of our engineered I-joist said They are not designed for that purpose, have no capacity for side loading and should never be attempted without some type of ************** bracing.
  
  Second issue. When the crew, consisting of **** (the *******) and two helpers arrived on Monday 11-27-23. I inquired if ****** was coming and they replied no. The workers came unprepared and admitted so. There was no prior information relayed to them from ****** management about the job, or what was discussed with us on 10-20-23 when employees **************************** and ************ visited the job site. They  analyzed the project, verified what needed to be done and explained what whey would do, which included lifting the floor eliminating downward pressure and excavate soil from the wall including along the tunnel (same wall) an additional 10 ft.
  
  The crew lacked the proper supplies (wood and ****s). Worked only 2.5 hours the first day. Upon arriving Tuesday, the next day, I asked the ******* (****) if he had spoken to anyone pertaining to the job and what need to be done. ***** reply was no, apparently due to being upset from the prior day.
  
  The two crew personal installed the 8, 4 I-beams, 2x8 ceiling planks and blocking. I have many photos which consisted of inept workmanship, leaving 1/8  to 1/4 inches gaps and cuts made on angles for very poor fits.
  
  When the ******* started to applied force to the 3/4-10 screws and **** lb spring with an impact driver, the I-joists were bending the lower portion more than 1 inch to the point of dangerously collapsing the I-joist. **** with his proclaimed 15 years of experience, knew the side pressure was straining the joists to the point of creaking and popping, which caused excessive stress which will eventually cause structural damage.
  
  We discussed other options or alternatives as lifting ****s, he was basically obstinate and more concerned with the attitude he did all he could do and proceeded to back-fill, pack up and leave.
  
  I monitored the movement of the wall inward with a plum-bobs, levels and adjustable parallels between existing floor **** and gas pipe.
  
  The wall continues to be unstable creeping inward.
  
  We have been duped & deceived by *****.
  
  Foundation Solution 360s information flyer claims to Be the best system to support and stabilize the foundation wall, to *********** issues efficiently and permanently, All efforts will be given to lift (*******) or push (wall beams), complete transparency  and customer satisfaction. I find these claims to be false and inaccurate.
  
  I contribute our problems to poor management communication and the fact that this method of bracing is is not commercially recommended and should NOT have been used on engineered I-joist which is parallel to a wall.
  
  Secondly, the job was not properly executed using **** posts to lift the floor to remove the friction on the sill plate, as they claimed they would. Third, the wall was not excavated as they said they would on 10-20-23.
  
  At this point we do not have any trust in ****** to do what they claimed they would originally do and worry about retribution causing permanent damage to our structure.
  
  We need the original solution of lifting and excavate  to resolve the issue to make it right.   

  

  Business response

  01/09/2024

  Today, 1-9-24

  ***** returned and corrected all concerns for ***********. He stated he would reach out to BBB to confirm my last statement.

  

  Business response

  01/09/2024

  Date Sent: 1/9/2024 2:10:14 PM
  

  Today, 1-9-24

  ***** returned and corrected all concerns for ***********. He stated he would reach out to BBB to confirm my last statement.

  Customer response

  01/10/2024

  A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  Good morning *********************

  I will retract my BBB complaint with ****** as of 1-10-24. They did what was originally discussed. It did not meet my expectation to solve the wall problem, but will accept the results. 

  I spent 3+ days correcting the most dangerous issue, which was tantamount to securing the I-Joist with bracing. It is regrettable, but I would not recommend 

  this company to secure a wall as it is evident that ***** is lacking experienced employees. I am grateful that ****** had the integrity to

  identify the problem and take action to resolve it. 

  Thank you ***** for your understanding and the critical work you and BBB do, to keep companies honorable and safe.     

   

  Regards,

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Timeline Throughout the whole process it was under my impression ****** was relying this to *** and any other need to know individuals within fs360. October 19th was first day of service from fs 360 Same day the 19th I was informed by ****** the water main was damaged during service I was told that ****** either made a repair or attempted a repair on the 19th after the city shut up of the water. ****** went back to the property on the 20th of October with the city to turn the water on. Leak from main was still happening. He told me I needed my plumber to make the repair and fs360 would cover any associated costs. ***** plumbing gave a verbal estimate of $500 on the 21st but advised me the line should be replaced in the next 5 years. Based on what I spoke to ****** about we pushed forward with the repair. I wanted it repaired because that would be the easiest solution for all parties. ***** plumbing attempted a repair on the 26th but had to return the following day with the city.October 27th the water was turned on and ***** plumbing said it would have to be replaced and to call terra ***** drilling Friday the 28th Terra ***** gave me a verbal quote of $5500 for the water main service. That quote was immediately given to ****** over the phone on the 28th roughly at 9:55am when ****** called me. I was charged in full by ****** for the foundation work at some point around the 28th before a water main resolution and the job was even completed.Same phone call on the 28th ****** told me he would rely that to the owner and I was to expect a call back next week from the owner. I heard nothing back from *** but I had to schedule the water main service. Water was off at the property for 19 days Service by Terra ***** was completed on the 7th of November. I received my invoice on the 21st of November which was immediately sent to ******. ***** offers $250 to resolve the problem. 5 days before christmas and i now have a $5500 bill.Thanks

  

  Business response

  03/10/2023

  To Whom it may concern:

  *********** hired FS 360 to install 58 feet of waterproofing and 58 feet of wall liner. FS 360 also installed a new sump pump and discharge pipe outside per the work order and pictures provided. *********** signed on September 27th 2022. Work commenced and completed on October 17th 2022. 
  
  *********** paid a deposit of $1,400 via credit card on Sept 28th 2022 and final payment was made on October 22 with 2 transaction in the amount of $1,410 and $4,000 once work was completed. 
  
  During the install process our crew used a jackhammer to break concrete out for the install of drain tile. During the process there was an old water line that started leaking. Our supervisor got the water main turned off and we fixed the line. The next day the water main was turned back on and there was another leak on the line in the basement. ************ had his plumber make the repair of the second leak. We were called back on the 17thof October to finish cementing the remaining concrete in the house. *********** kept $500 from the original price and stated he will have his plumber replace the entire line outside his home to the city connection. 
  
  *********** stated the plumber recommended an entire new line from his home to the outside street. We never did any work outside his home and the recommendation of the plumber to replace the whole line from his house to the street was additional work ************ decided to go ahead with. We did not damage a line that was 60 to the street outside from doing inside work.
  
  Over a month later *********** received the bill from his plumber for nearly $5,000. *********** wanted FS 360 to come out of pocket for this expense. FS 360 never agreed to pay any more money than the $500 *********** kept. *********** decided to get his entire water line replaced by the recommendation from his plumber because of the bad shape the entire system was in. 
  
  If FS 360 was offered to fix the second leak, we would have sent *********** out to just do that fix and *********** would owe us the additional $500. However, *********** chose to replace an entire main outside his house due to the recommendation of his plumber because of the poor EXISTING condition the water line was in. 
  
  All work FS 360 was contracted to do was completed in full. 

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