Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i am a very disappointed customer of IFR. Recently i trusted IFR for Foundation Repair at my house **** ******* . ****** , ***** , Crew members did the work and has not taken proper precautions and hit my gas pipeline which cause gas leak and fire department shutdown my gas on Nov 21st and i was promised by IFR plumber will be send plumber for inspection . my family with 4 kids (8 year special needs autistic kid, 6year daughter, 4 years son and 19 month infant kid ) was with out heat and cooking gas for 1 week thanks giving week house temperature was ***** 58 degress f. on 30th November i have been told by IFR manager ******** that its a pre existing broken pipe not a fault by crew member with out any testing and hung up phone on me which i was convincing her saying my gas bills from past 6 months are very minimum and no signs of gas leak by atmos gas meter or found by any atmos gas crew members before .i trusted IFR because of good reviews and good message about customers and clearly mentioned on IFR website if we broke any plumbing during our work we wil fix it.Please help a family resolving this issue ss we are with out heat and cooking gas from 1 week and I did GAS test through plumbing company clear saying leak from 3 to 4 places where crew members dig the ground near gas pipeline to install piers.Plumbing company estimation to replace gas line is $12000 as that is the only solution for my property. i purchased this property on may 2023 and has inspection on property on all appliances and they was no gas leak reported in my house inspection my atmos gas bills are less the $50 for past 6 months and place where the gas leak happen after foundation work digging does not have any signs of dead grass/brown spots/ any smell of *********** prior to work i have attached pic of ground prior to work.i am attaching all evidences i have to prove broken gas line is not a pre existing condition.please own your fault either replace my gas line or reimburse the amount

  

  Business response

  12/15/2023

  Dear Mr ******************* understand the urgency and concern you must be feeling regarding the gas leak at your home. We want to express our deepest empathy for the inconvenience and potential risks this situation has caused you.
  
  Upon inspecting your gas system, our experienced plumbers have determined that the system is old and unrepairable. We regret to inform you that it is no longer up to city code and poses a significant safety risk. The fact that the old system is covered in carpet to prevent ground leakage indicates that it was installed using methods that were common over 50 years ago.
  
  To ensure the utmost safety, we took the necessary precautions by sending two separate plumbers to inspect your home at our expense. Both plumbers arrived at the same conclusion - that the system is outdated, old, and very fragile, with several worn-out areas. Understanding the seriousness of the situation, we followed our standard protocol by contacting the fire department and ************* as part of our commitment to safety.
  
  Before proceeding with any repairs at your home, we also called in a line locate service as part of our standard operating procedure. This service marks all gas lines and city utilities that are underground, although it is important to note that their markings are an approximation and not a guarantee of the exact placement of the lines. We want to clarify that the line locate company accepts no responsibility for any misplacement of the marked lines. Every effort to minimize potential gas line breaks was made by our company. 
  
  The first paragraph of our general conditions agreement that you initialed, clearly states if any leaks occur in any sewer, water or gas lines due to the raising or accessing, contractor is not responsible to cause such leaks to be repaired and owner waives all right for such. 
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding during this time. If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  
  Sincerely,
  
  *************************
  Integrity Foundation Repair  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Integrity fixed my foundation several years ago. Over time theyve had to come back and make adjustments, Im told by other companies because it wasnt done right in the first place. They didnt put piers deep enough. A couple of years ago they came out and rather than lowering as they were supposed to they raised it. Since then, the last 2 years, my house has pitched forward bring it off the floorbut it does sit back down again. Last year they wanted to drill through my tile and foundation which will cause particles of tile and concrete to settle everywhere, causing damage to my lungs and thousands of dollars in repairs ins wont cover so I declined. This year I have 12 piers, ALL under warranty that need adjusting. They now want to drill through my tile and foundation in 7 placesagain thousands in uninsured repairs. My doctor says breathing that in will do irreparable damage to my lungs. So Im being told that unless I let them do that they refuse to come adjust the 12 piers under warranty. They say theyll just have to come back and make more adjustments later. Well, I have a lifetime warranty theyre refusing to honor because I cant take the health risk nor can I afford the repairs. The girl in a recorded conversation was so rude about yelling at me then hanging up the phone on me. I tried to talk to other people in the office and she refused to let me. I truly need the ***************************************************************************** and tear up my floor in 7 places spreading harmful tile and concrete residue everywhere including through my ventilation system too much of a health risk So Im asking that they honor the warranty on the12 failing piers ASAP

  

  Business response

  11/13/2023

  Dear ******************,
  
  Thank you for bringing your concerns regarding your foundation repair to our attention. We sincerely apologize for any inconvenience you have experienced and we are committed to resolving this issue to your satisfaction.
  
  In order to address your concerns thoroughly, we would like to offer to pay for an independent structural engineer to evaluate your home. This will provide an unbiased assessment of the foundation repair work that has been done and help us identify any potential areas of improvement.
  
  We would also like to express our regret for any health concerns you may have experienced. We were unaware of these concerns until reading your complaint, and we take them very seriously. If you could provide us with more details regarding the specific health issues you have encountered, we will make it a priority to address them promptly.
  
  Please be assured that we value your satisfaction and are committed to rectifying any issues you may have experienced. We appreciate your patience and cooperation in this matter and look forward to resolving it to your utmost satisfaction.
  
  Best regards,
  *************************
  Integrity Foundation Repair

  Customer response

  11/25/2023

  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.
  

  ******************* and his employees have been very good and kind me, coming to make adjustments to my house. Im very grateful and thankful! Im under the impression, from talking to his office, and from his swift responses that Integrity will continue to work with me in the future ~~so Im also thankful for that! 
  
  Thank you so much !
  
  *************************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/1/22 Contract for foundation repair. Their contract stated I also had to pay an additional $400 for a plumbing inspection and any repairs needed to be fixed within 30 days or my warranty was void. They never did the inspection I paid for and thought they completed as I wasnt to pay until the contract was complete. I then had plumbing issues in April that cost $1000 that would have been discovered had they done the inspection. The repair was a direct result of the piers installed and I would have fixed it if they did what they charged me for. I believe this is their responsibility and I have a recorded conversation of the company taking full responsibility for not scheduling the inspection. They refuse to return my calls and are quite rude and NOW the owner said it was my responsibility to follow up. He knows hes wrong and refuses to speak to me or return my calls.

  

  Business response

  05/31/2023

  Per our contract that she has signed,  it clearly states that IFR is not responsible for any plumbing leaks.  Customer never called to reschedule to have plumbing test done.  It is impossible to tell if a plumbing leak is the direct cause of foundation repairs.  The customer was refunded the $400 for the plumbing test that had not been performed.  No one has refused to speak to her.  We are unable to speak to her because she has threatened a law suit.

  Customer response

  05/31/2023

  Complaint: 20123898
  
  I am rejecting this response because: I have requested to speak to the owner numerous times. These requests have been made to *********************, ********, *****, ********, and *****. I threatened to speak to a lawyer because no one cares. These requests go back to November when the job was messed up from the beginning.  They didnt even know the job wasnt done for 2 weeks even though I spoke to the office twice wanting to make sure I didnt need to do anything else and spoke to ***** and he assured me it was all taken care of and the job would be complete. *** was supposed to be completed 11/1 and the week of the 15th they called with attitude demanding money for a job they didnt even finish. Holes all around my house and no one knew or cared about any of it. They need to be held accountable for their breach and horrific business practices. 
  
  Regards,
  
  *************************

  

  Business response

  06/06/2023

   Per our 3 page contract that was signed by the homeowner,  it states that we are not responsible for any plumbing issues after the foundation repairs therefor, we will not pay for the plumbing repairs.  We have refunded the $400 for the plumbing test.

  Customer response

  06/06/2023

  Complaint: 20123898
  
  I am rejecting this response because: Nothing is resolved. If and when I actually see a refund check, I will deposit. Your responsibility in my opinion is that you stated in the contract, YOU would require an inspection. I would have scheduled this on my own if you didnt have this in your contract as a requirement already. Because of this negligence, when the pipe had been compromised with the lifting of the house which has been confirmed with a reputable company, you put me and my house at risk. 
  
  Regards,
  
  *************************

*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. ↩