Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Orozco Foundation Repair May 19, 2022. They installed piers and gave us a Life Time transferable Warranty. We recently had them come out to the property to do a warranty inspection because of cracks we found in the walls close to where they had added piers. Their ***resentative (******) measured and agreed an adjustment was needed and told us we would need 3 additional piers and quoted us a price of $1850. He advised us to have a hydrostatic test done to ensure that there was not a leak causing the problem. He offered the name of the plumber Orozco worked closely with and we agreed to use them. The *** assured us they would honor the warranty and if a leak was found they would work with the plumber to get both problems accomplished. We were told the test failed. We called **** Orozco to schedule the adjustment and he told us because the test failed he would not do the repair unless we paid again for the foundation work and warranty. The contract we have does not stipulate this. He then said we failed to maintain the foundation by not having gutters or soaker hoses. We have both. We feel this company is coming up with excuses not to honor the warranty. We only want this company to honor the quote and work their *** assured us would be done. We are having a second company do a hydrostatic test to verify their findings since they do not seem to be entirely honest.

  

  Business response

  10/25/2024

  WHOM IT MAY CONCERN, 

  ***** ******

  DEAR CUSTOMERS.

  October 22, 2020 was our first foundation repair free estimate at ******************, the homeowner decided to wait to do the repairs.

  On March 10th, 2022  we did  the second free estimate, the homeowner decided to go with us until May 19, 2022 to install 14 piers. then h instructions             e had a folder with paperwork and maintenance recommendations and asked him to do the plumbing test  just to be sure the sewer or any pipe is leaking.

  May 28th, 2024 we did a warranty inspection, recommending a plumbing test because the hose needs 3 new extra piers and 7  piers  reset.  ****** talked with ****** about the plumbing test and a flooding problem in front in the house because the slope runs to the front of the house.  We just waiting on ****** decision until September 23, 2024 for a new inspection asking him for an isolated test because our inspector noticed something was wrong.  we referred a licensed plumber that found the plumbing test failed. it voids his warranty because the negligence to take care of the plumbing test since the begin, plus the big pond or flood in front of his house. Gutters is ok with proper downspouts, soaker hoses are ok even though are installed properly, plus the drainage system to prevent flooding. 

  Once I explained everything to ******, he started insulting me, hanged up the phone, telling me bad words, totally out of control and good manners. Texting me his threats, asking to honor the warranty (in really bad words). He needs to reinstate his warranty and follow our recommendations 100% to keep the soil stable to prevent cracks or foundation problems.

  Cordially

   

  **** Orozco

  OROZCO FOUNDATION REPAIR.

   

   

  Customer response

  10/28/2024

  Complaint: 22433492
  
  I am rejecting this response because we have maintained the foundation as required by using soaker hoses and grading the lawn towards the culvert on the property.  The house is equipped with gutters and downspouts directed away from the house.  We were asked to do the hydrostatic test only after this last visit from their representative.  We had not heard of this test before then.  It is not written in the service agreement as a requirement or a condition of making our agreement void.  We had not been instructed to have the hydrostatic test done when the foundation was first repaired in 2022.  In the foundation maintenance printout it clearly sates specifically "In case of a pier and beam foundation" checking and repairing plumbing leaks.  We had no reason to believe a hydrostatic test was necessary nor were we advised to do so, we have a concrete slab foundation.
  
  Regards,
  
  ******* ******

• Initial Complaint

  12/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October, 2022 I hired this company to repair the foundation on my home. The foundation repair was to come with a lifetime transferable warranty. To date, I have not had any issues with the work that was performed by the company.My issue is that over a year after the job was done and I paid for it, they are now attempting to implement a change to the terms of the warranty and charge a $150.00 warranty inspection fee if there are any problems that do occur. On December 20, 2023 the business owner sent a mass email to myself and numerous other customers that effective December 1, 2023 he would be charging $150.00 inspection fee for warranty claims. This was not part of our original agreement when I hired them to do the work and if he had tried it then, I would have hired another company to do the work. This "warranty inspection fee" is unheard of with other reputable foundation repair companies. Myself and several other customers have replied to the email to say that we disagree with the change to the terms of our warranty, but there has not been any reply from the business owner.

  

  Business response

  12/27/2023

  Dear BBB staff

  To may it concern.

  Please find attached the Transferable Lifetime Warranty. We do not charge to honor our warranty. If we have to fix or redo the foundation, we do not charge for any future repairs on the piers installed by us.

  We did not mention if our I spections are free or not, thats why we sent a notification by email that inspections are not free. Many home homeowners agreed to pay the foundation inspection. 

  If we notice that exist an issue in the foundation repair made by us, it is gonna be repaired  at zero cost, under the lifetime warranty.

  Foundation Inspection has a $150 fee. 

  Foundation Repairs warranty is covered at zero fee

  Thank you  very much

  **** OROZCO

  Orozco Foundation Repair 

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

  Customer response

  12/28/2023

  Complaint: 21050583
  
  I am rejecting this response because: The business is changing the terms of the warranty AFTER the work has been done and the business has been paid. This is fraud. The email from the business clearly states "we will be implementing a change in our policy."
  
  Regards,
  
  ***************************

  

  Business response

  12/28/2023

  Tell us why ****,
  
  Your foundation repair has a lifetime warranty.
  You have to take care of the foundation watering program to make it worth.
   I am not doing any change in your warranty, I am not gonna change your warranty. If you read your service agreement it doesn't mention that inspections are free. Any policy mentioned and signed by you in your service agreement still applicable.
  You don't have to be worried about it.
  Any other service or matter not mentioned in the service agreement has a fee or charge to be done. 
  Your Foundation was fixed and paid in full, your warranty still as originally you signed up for.
  Show me that any future inspection is free of charge and I will honor it for you. I am not changing your warranty terms or conditions.
  
  
  Thank you for letting me know about what are you trying to do in your bank. Please read again your service agreement about disputes and arbitrations.

  As I told you before several times, your lifetime warranty and your service agreement still valid and the value of your foundation repair terms did not change.

  
  .
  
  ...

  Customer response

  12/28/2023

  Complaint: 21050583
  
  I am rejecting this response because: This business is trying to retroactively change the terms of my warranty. The highlighted portion in the attachment is an excerpt from the email received from the business and it clearly states "Effective December 1st, 2023 we will be implementing a change in our policy. Moving forward, there will be a nominal fee of $150.00 associated with any warranty inspection requests." This change IS NOT part of our original service agreement. It is unethical for a business to change the terms of their warranty - including charging additional fees - after the deal has been done and paid for. You cannot retroactively make changes to our agreement. You can make changes to your policy and make the change effective with new customers moving forward. If you want to change the terms of our service agreement and charge additional fees that were agreed upon, then I want to change the amount of money I paid you for the job.
  
  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. ↩