Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 9, 2023, The Foundation Specialists made repairs on my concrete driveway and sealed it to protect it from the elements. After the winter, I noticed additional pitting in the driveway. On 3/8/24, I called TFS, who came and inspected the driveway on 4/10/24 and told me this happened because they had applied the sealant incorrectly. He said they would have to remove the sealant and apply it again, so I agreed. On 5/24/24 they came and pressure washed the driveway, but later told me some of the sealant was still there, so they'd need to do it again. No one contacted me after that. I called and asked to speak with a supervisor, who said he wanted to inspect the driveway. On 6/17/24, TFS scheduled an appointment for 7/11/24, and they have now cancelled that appointment. My driveway is damaged. Not only is the sealant TFS applied not working, by their own admission, but sealant cannot be reapplied because of the sealant that remains on the drive, even though that sealant is not protecting my driveway. This leaves my driveway susceptible to further damage this winter.

  

  Business response

  07/10/2024

  Hello,

  Firstly, we want to apologize that there have been unforeseen circumstances with your project, but rest assured TFS will do everything in our power to make it right. We currently have you scheduled for a follow up on 7/25 to address any ongoing issues and develop a plan of action. If that date doesn't work, please give us a call directly so we can reschedule. We are dedicated to ensuring our customers are satisfied. If any other issues arise, we encourage you to reach out and ask for a member of management. We will ensure your issues are resolved.

  Best,

  The Foundation Specialists

  Customer response

  07/11/2024

   
  Complaint: 21967080
  
  I am rejecting this response because:

  The follow-up meeting happened this morning.  ************************************* recommended a shorter-term sealant instead of the long-lasting sealant I paid for, and which will also turn my driveway a milky-white color.  I am getting a second opinion from another company to become better informed by a more objective source before deciding which direction to take.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/12/2024

  Our production manager has been to the job site to determine what the issue was and the best way to move forward to keep our promise to the homeowner. 
  

  Internally, we have escalated this issue to our Director of operations, and will continue to work with this customer to find a suitable outcome. 

  Customer response

  07/17/2024

   
  Complaint: 21967080
  
  I am rejecting this response because:  I want to keep the complaint open till I receive an outside opinion from another company on the situation with my driveway.  This is scheduled for 7/23/24, after which I'll be glad to speak with TFS' director of operations.  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/18/2024

  We last visited with ******************* on 7/15 and gave her some options on how we can best remedy her ongoing issues. She told us that she will reach back out to us when she has come to a decision. TFS remains steadfast in our commitment to serving our customers, and will continue to work with ******************* until she is satisfied. We are very sorry for the issues that have occurred, but remain dedicated to ensuring she is satisfied and any fault that belongs to TFS we will continue to take full responsibility for. While we appreciate ******************* wanting to keep her complaint open until her issues are solved, we do not believe there is a need for a rejection as we are still continuing to work with her and address her concerns as we have since day one. We hope that she will reach out to us soon so we can move forward with her project. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home was built sometime in the 1940's I called TFS to come look at some serious sags we agreed that they would raise the floor to provide support from the basement. We set a payment plan to accommodate my limited income...In the basement they placed an I beam with supports under/onto the sub floor thus creating more dips and speed bumps in my main floor. The wood planks are now separating and there is creaking and groaning where there never was before. Furthermore on the main floor if anything is put against the wall it will tilt forward several inches. They also broke up my basement concrete slab floor to install their posts, they told me this was absolutely necessary, it now seeps water where they broke the cement. Water never seeped up from the ground like this before. The I beam that they placed is going the opposite direction of the main floor joist not even supporting the main issue. They offered to come "fix it" by raising their support posts which I said no knowing this would only increase the hump in my main floor since the supports they placed were not even on joists or in proper place. I've had this accessed by several companies all of which said the installation was wrong and would have to be repaired to correct the original problem let alone the new problems of my wood floor separating etc. I do not trust TFS to fix this properly.I am a 64 yr old disabled disabled veteran and on a very limited income and I know this issue needs fixed so I can even bring my furniture into the house I don't have the money to continue to pay TFS for their shoddy work and pay to have the needed repairs done. I have paid a little over $1000 towards the bill. However I need my floors repaired so that I may just live a normal life in my house.

  

  Business response

  03/28/2024

  Hello,

  First I just want to say, we are so sorry to hear that you are still experiencing issues with your home. According to our records, we have reached out to you and offered to have a manager come to your home to see the issues at hand and provide a solution. These appointments were cancelled at your request. (2/20/24)

  I have escalated this matter to our Production Director and he will be reaching out to you to see how we can try and find the best fix for your issues. 

  We assure you that we will do everything in our power to make the situation right, and that we will follow through on our promise to solve any issues that we quoted work and you paid for. 

  We hope to speak with you soon to find a resolution.

  Best,

  TFS - The Foundation Specialists

  Customer response

  04/02/2024

   
  Complaint: 21499050
  
  I am rejecting this response because:

  I do not trust them anymore, they have treated me like I'm ignorant and, I have no desire for them to come to my home be insulting treat me like a fool then proceed to "fix" the issue when they have already told me all they can do is raise the metal support posts which would only increase the current issue of floor humps.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired TFS for a two part project. First part was done on January 22 to bury downspout to carry water away from front porch, no problem. Second part was to lift front porch. They arrived on January 23, 2024 to begin work. Process involved spraying polylevel foam under concrete porch to raise it up, ran out of polylevel. Had sprayed around 800 pounds under porch and no lift yet. Came back on January 24, 2024 to finish. Ran out of polylevel again, another ***************************************** the process, created a major crack in the porch. Stated they would return on January 25. On the 25th the office called and stated they would return on the 26th. In the meantime, we noticed a strong chemical smell in the house, especially in the basement where my son sleeps. On the 26th we woke to a really bad smell all through the house, smelled like a sour dirty ashtray. Called TFS to report the smell, they stated the foam should not smell and to monitor over the weekend and let them know if it was still there on Monday the 29th and they would send someone out. Crew had other jobs and would return on Tuesday, January 30. Went out the front door later that afternoon and we found the smell, the foam was smoldering under the porch. Smoke could be seen on porch and basement. Called and TFS came out to check it. in order to get to foam they had to cut out a section of the porch right under the front door. TFS returned on January 30 and raised porch but put another large crack across the porch. I called and talked to Project Manager and they are going to fill the cracks and pour concrete into the hole they made to stop the foam from smoldering. I told him I did not want the porch just patched up from the cracks and hole they made. I feel they made a mess of my front porch and should either tear it out and pour a new one or give me a total refund of money paid so I can hire someone to do it correctly. Project Manager said all they could do was repair it.

  

  Business response

  02/27/2024

  We have been in contact with ***************** regarding her complaint. We take these issues very seriously, and a production manager is scheduled to to visit with her today on 2/27/2024. 

  We will ensure that her issue will be resolved or she will be refunded. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TFS came out on 6/2/2023. We were concerned that our concrete porch was sinking. Design specialist, *****, also told us that one of the outside porch walls covered in brickwork was bowing. ***** worked up an estimate for the project. We agreed and signed a contract. At the end of June, the workers came and did the piers for the bowing wall first. A couple weeks later, they came out to lift the concrete part of the porch. One side of the porch went fine. Unfortunately the front side wouldn't lift but they kept pumping polyfoam in. The bricks on the outside started blowing out. On 7/13 the production manager, ******, came and inspected the work. He informed us that he wanted the brick ***** they normally work with to come out and remove the brickwork and try lifting the concrete again. Time went on and the brick ***** was busy on other jobs. In the meantime, ****** said he'd have the TFS workers come back and try lifting it first and then have the ***** fix whatever was ruined. On 10/6, TFS came to pump more polyfoam in. The workers decided it was a bad idea and aborted. Finally the ***** came on 11/10 and did a wonderful job fixing the brick. On 12/28, TFS came and did some caulking. Ever since, we have not been able to get ahold of ****** to discuss the refund for the unlifted part of the concrete. He does not communicate well and we feel like we're being ignored.

  

  Business response

  02/20/2024

  We are so sorry to hear about this experience. We have reached out to our production managers and we will have ****** contact you asap. We encourage you to reach out to our office and ask for a manager if you have any other questions. We were unaware that you had reached back out and assure you we would never ignore a customer request. We appreciate your business and will do whatever is necessary to make this right!

  Customer response

  02/21/2024

   
  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

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were having moisture issues in our crawl space. Called TFS and the rep came out, did an inspection and made the recommendation for repairs. My wife and I accepted. TFS came, did the job in three and half days. They encapsulated the crawl space and installed several support ****s along with a pump and a humidifier. Two weeks after completion in the evening, the far end of the house just shuttered and a big pop occurred. Called TFS, a single rep came out and looked and stated a floor joist has snapped in the center. I purchased the material and the TFS rep and I repaired the joist. The rep then did an inspection and recommended about $30,000 more for repairs. A few months later, a crack in the wall appeared to be getting bigger they should would close up with all the floor supports installed. TFS sent a team out, they made adjustments, did an inspection and stated we had more floor joist that have fractured. This has all taken place since the initial **** supports were installed. The TFS crew stated they would prepare an estimate for repairs. Am I to pay for repairs caused by their installation? None of the mentioned issues was mentioned on initial inspection and installation. All these issues have ocurred after the installation. TFS should own up the issues brought on by their service and repair the issues and not charge for the repair.

  

  Business response

  12/11/2023

  *****************,

  We are so sorry to hear about your experience with TFS. After looking into this, we discovered that a crew is currently at this home making repairs free of charge. This home had extensive termite damage to the wood that the jacks we installed were touching. This is unfortunate, but there is no way TFS could have known this. However, our crews are currently working diligently on this home to repair make all necessary repairs, completely free of charge. We take great pride in redefining our customers experiences with contractors, and we value every job we receive the chance to work on. 

  We hope that our solution to these problems will help you feel more confident in your home's foundation and the initial services we provided. If you ever need more assistance, we will be here to guarantee our work and ensure you and your home are taken care of. 

  Best Wishes,

  TFS - The Foundation Specialists

  

  Business response

  12/11/2023

  *****************,

  We are so sorry to hear about your experience with TFS. After looking into this, we discovered that a crew is currently at this home making repairs free of charge. This home had extensive termite damage to the wood that the jacks we installed were touching. This is unfortunate, but there is no way TFS could have known this. However, our crews are currently working diligently on this home to repair make all necessary repairs, completely free of charge. We take great pride in redefining our customers experiences with contractors, and we value every job we receive the chance to work on. 

  We hope that our solution to these problems will help you feel more confident in your home's foundation and the initial services we provided. If you ever need more assistance, we will be here to guarantee our work and ensure you and your home are taken care of. 

  Best Wishes,

  TFS - The Foundation Specialists

  

  Business response

  12/11/2023

  *****************,

  We are so sorry to hear about your experience with TFS. After looking into this, we discovered that a crew is currently at this home making repairs free of charge. This home had extensive termite damage to the wood that the jacks we installed were touching. This is unfortunate, but there is no way TFS could have known this. However, our crews are currently working diligently on this home to repair make all necessary repairs, completely free of charge. We take great pride in redefining our customers experiences with contractors, and we value every job we receive the chance to work on. 

  We hope that our solution to these problems will help you feel more confident in your home's foundation and the initial services we provided. If you ever need more assistance, we will be here to guarantee our work and ensure you and your home are taken care of. 

  Best Wishes,

  TFS - The Foundation Specialists

  

  Business response

  12/11/2023

  *****************,

  We are so sorry to hear about your experience with TFS. After looking into this, we discovered that a crew is currently at this home making repairs free of charge. This home had extensive termite damage to the wood that the jacks we installed were touching. This is unfortunate, but there is no way TFS could have known this. However, our crews are currently working diligently on this home to repair make all necessary repairs, completely free of charge. We take great pride in redefining our customers experiences with contractors, and we value every job we receive the chance to work on. 

  We hope that our solution to these problems will help you feel more confident in your home's foundation and the initial services we provided. If you ever need more assistance, we will be here to guarantee our work and ensure you and your home are taken care of. 

  Best Wishes,

  TFS - The Foundation Specialists

  

  Business response

  12/11/2023

  *****************,

  We are so sorry to hear about your experience with TFS. After looking into this, we discovered that a crew is currently at this home making repairs free of charge. This home had extensive termite damage to the wood that the jacks we installed were touching. This is unfortunate, but there is no way TFS could have known this. However, our crews are currently working diligently on this home to repair make all necessary repairs, completely free of charge. We take great pride in redefining our customers experiences with contractors, and we value every job we receive the chance to work on. 

  We hope that our solution to these problems will help you feel more confident in your home's foundation and the initial services we provided. If you ever need more assistance, we will be here to guarantee our work and ensure you and your home are taken care of. 

  Best Wishes,

  TFS - The Foundation Specialists

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my basements jacks replaced last month and also got a quote to fix a sag spot in my dining area. Tfs came out and put 7 jacks in and attempted to raise my floor. They did more damage to the sag area than good. They popped a joist off the girder and caused a huge hump in my dining Room floor about two feet from the sag spot. The crew agreed that the spot was horrible but asked me to wait until it had a chance to settle. I attempted numerous times to have the manger come out because it is still horrible and Is horrible to walk on. Its hard to get a picture of the hump since my flooring is dark but you can feel it when you walk on it. I cant believe the manager I spoke with and *********** **** have not taken care of this. Why should other peoples floors be repaired before mine. My lay down flooring is starting to warp and now that will have to be replaced. Next step is to file with the courts if this doesnt get resolved. Its not a minor problem and I am very unhappy with the contact from this company.

  

  Business response

  09/07/2023

  Hello,

  Our managers have been made aware of this issue and have spoken with you directly to schedule a visit to resolve these issues. We apologize for the lag in the communication about your issue. We did have a week long period where our system was down and we couldn't access customer information. However, this is no excuse for letting you go this long with no response. We look forward to coming to your home tomorrow and getting to the bottom of this. We hope you will be satisfied with the solutions we are able to provide. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The salesperson told us that they could fix our broken concrete and make it level and come together again. The technicians that worked on it said they could not level the concrete and it actually separated even further away causing a larger gap. I contacted the TFS representative and also discussed our displeasure with the salesperson. They both indicated that there was nothing further they could do and would not consider a partial refund. We paid a total of $2732.00 for the entire job. This work took place on 10/20/2022.

  

  Business response

  10/27/2022

  We administered a refund that the customer is satisfied with.

  Customer response

  10/27/2022

   
  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,
  
  *************************

*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. ↩