Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home knowing it had foundation issues. Half had been corrected a couple of years ago by Olshan. I had them complete the job. They paid $25k. I paid $30k. A few months after completing the job in July, I noticed the mortar was cracking again, windows could not be shut, etc. So, I requested a meeting. I was out of town, so they met with my niece. The person stated we should have been told to tear down the chimney and pillars and start over. We were never told that. So, I asked to meet with someone else. ***** came to meet me. He named everything under the sun besides them as the reason for the shift from the mortar was mixed wrong to he was not sure if the main beam in the house had been supported adequately when built, etc. He said he would come out periodically and measure. He was very loud and angered easily when I questioned him. I never saw him. He presented me an engineers report which was first time I ever saw it. I had the entire floor replaced with ******** tiles back in August. The main bathroom was not completed until three weeks ago. I noticed a few weeks back that the floor had cracked in the master and the hallway. Once again ***** came out. He measured the home and said this house is still moving because you havent done what was told previous owners regarding water flow in the yard. I said how am I supposed to know whether they did what was told or not? The owner is dead, and wife knows nothing. He flailed his arms and started yelling at me in my own yard. That it was not his responsibility to tell me that. Really? I bought the warranty for the previous work done. My niece and contractor who were with me were concerned he was going to strike me and were appalled that a rep of the company would speak to someone who had spent $55k total on a home in such a manner. He was yelling and stormed out of the house. I have no resolution to date with an obvious shifting home. The value is home is over $400k. Not a shack.

  

  Business response

  03/31/2023

  Please see written statement attached.

  

  Business response

  03/31/2023

  Thank you for contacting me concerning **************** and her concerns regarding her home.  I want to assure we stand behind our work and warranty and want to work with you and **************** to find an amicable resolution that is fair to both parties.

   

  I thought it might be helpful to provide a timeline of events concerning the home **************** now owns located at ******************************************************************.

           07/21/2020 Report by ***********************, PE (Attached) Engineer recommended installing 48 pilings and addressing drainage issues.

           10/19/2020 Work performed by Olshan for Mr. and ***************. Contracted to install 24 of the 48 recommended pilings. (Contract attached)

           06/30/2022 **************** purchases home and transfers the warranty. **************** was provided with the contract, drawing and warranty paperwork from the previous owner at this time.

           07/11/2022 Work performed for **************** (Contract attached). 12 pilings near the rear of the home and 6 on the left front corner. These were pilings recommended in 2020 but not installed.  

           08/10/2020 Olshan returned for a service appointment to address concerns of ivy growing through the floor. Olshan recommended grading the yard to drain water away from the home. The same drainage work was recommended by ***********************, PE in 2020 as well as making sure gutters worked properly. **************** had the gutters replaced however the downspouts discharge directly in the rear of the home which has caused heaving across the back. Please note this is in an area of the home where Olshan has not installed any pilings and therefore is not covered by a warranty.

           11/09/2022 Olshan returned for a service appointment to address the cracking of the fireplace and sticking shower door across the back of the home. This is in the same area where the new gutters are dumping water and causing a heave. We do not have any pilings near the shower.

           11/28/2022 Appointment with ***************************, General Manager to discuss continued movement. **************** was provided the original report by *********************** and asked to review it because it shows the area of her concern is not in an area where pilings are installed. The area of Dr. ******* concern is heaving rather than settling.

           02/27/2023 - Appointment with General Manager to discuss continued movement. **************** was asked if she had reviewed the original report by ***********************. **************** said she had not.

  I hope this timeline is helpful. To say it more plainly, the work performed on Dr. ******* home by Olshan during and after her ownership was installed to prevent the home from settling. The problem the home is now having is related to excess water around the home that has resulted in a heave. To exacerbate the problem, the lot the home sits on slopes from back to front resulting in any water that lands behind the house travels under the slab.

  The Olshan Warranty provides solely:

  If any adjustments are required during the warranty period due to settling, Olshan will adjust areas previously underpinned by Olshan subject to Warranty Terms and Provisions.

   In addition the warranty, specifically excludes, movement due to heave.

  THIS WARRANTY EXCLUDES ALL OF THE FOLLOWING: Any movement of the foundation not due to settlement such as Heave or horizontal movement. Heave is defined as the swelling of the soils resulting in differential uplift of the structure and horizontal movement may be caused by soil erosion, creep and or slough of the soils. These conditions may be caused by excess moisture from plumbing leaks, poor drainage (surface and subsurface), flooding, rising water table, trees or their removal, or other causes. Maintaining proper drainage, plumbing and landscaping is the responsibility of the owner.

  Considering the above, we want to assure you that we want to work with the BBB and **************** to find a solution that works for all parties. We have offered to pay for the ***********************, P.E. to meet with **************** to discuss her concerns, however **************** has not taken us up on this offer.

  I hope I have answered your questions concerning this matter and look forward to resolving this matter with your help. Please let me know what you think the next steps should be.

  Regards,

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

  General Manager

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basement leaked called olshan came out price 23000$ dollars yea anyway 3 days cutting up basement floor adding pumps holding tank cut hole in concrete in front installing drain line first big rain have puddles in basement floor a i told them it was coming through floor but still puddles Man came out said well pump cant handle water then was told gutters drain were in wrong place told me problem was be because I left gutters off have to mow lawn anyway did not turn out good I wish they would have told me gutters were in wrong place would have saved 23k got in truck drove away never to be heard from again also tore up door have pictures how I dont know *** I asked nobody new anything what a shock waste of money if was a reasonable amount but 23 k dam not happy

  

  Business response

  09/21/2022

  Good Afternoon,

  We have spoke with ******* at the BBB. We will be reaching out to ************** to schedule an meeting with the General Manager and a representative from our *********** location to help rectify the situation.

  Thank you,

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

  Office Manager

  Olshan Foundation Solutions

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

*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. ↩