G.L. Hunt Foundation Repair

Complaint: [redacted] I am rejecting this response because:After speaking with the adjustor from USAA to confirm exact amountsWe were able to discuss all expenses which are listed below: 1) The invoice from Lenz Contracters: $6252) The total estimated amount from USAA: $Total Amount: $If this amount can be agreed upon to cover all my expenses, I will go down to the office first thing Monday 7/18/to sign any documentation necessary and the complaint can at that point be considered resolved Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: They never sent those letters on the attachment, The holes are due to loose dirt use to back fill the excavation, I do not have loose dirt around my house, it is clay and rocksThe loose dirt they put in is the problemThey fixed the holes on the north of the house, but I still have one on the south side, they are not too wide, but they are deepthe holes are about 5" diameter.They never contact me when I called, I just found garden dirt around the hole.Last week, they said they came by, but they did not call me to let me know anything I had to call them, then they act very defensive, since the beginningAgain it is the loose dirt without compaction that is causing the sinking.I am not satisfied with the answer, since is plagued with allegations Regards, [redacted]

We have attempted to work with Mrs [redacted] and communicate with her since 5-13- When we started this journey with Mrs [redacted] the repair plan was thirty concrete piers The repair plan was put in place based on an engineers recommendations The problem started arising in Mrs [redacted] was having issues with her home We ordered a plumbing test to be performed at our cost and it came back failing We recommended her to have that leak repaired and allow the the soil time to dry before adjustments were made Mrs [redacted] didn't believe there was a leak or our recommendations so we ordered another engineer, [redacted] , in which we paid for to visit the home and evaluate it He stated in his report that there was significant plumbing leaks causing the piers to move and to be unstable He also recommended mud pumping at that time, but in order to do this you must have the leaks repaired The customer refused to do this Our warranty states that we have the option to set aside the warranty if the pier failure is due to a leak that has not been repaired within days However, we wanted to work with Mrs [redacted] because we understood her financial circumstances We continued to try to service the home and help her maintain it and in we ordered another engineer report from Goode Engineering He recommended the mud pumping again and internal piers to stabilize this home The homeowner decided to have the internals installed but would not repair the leak or do the mud pumping Then in she continued to have issues due to the plumbing leak She hired her own plumber that passed her plumbing, and at the time we accepted that without argument or investigation We continued to service the home and in recommended the mud pumping yet again, but the homeowner would not repair any leaks on the property and mud pumping can not be done if there is an active plumbing leak Then in Dalworth plumbing passed her plumbing test The homeowner admitted later in that the test was never performed She talked them into just signing off on the test However, we hired a third engineer, [redacted] , to visit the home and he stated her home was not being maintained properly and pier adjustment We made those adjustments at that time The homeowner wanted Dalworth out again to do the post plumbing test which not knowing of the prior agreement of fraud, we went ahead and agreed to this Dalworth again passed the plumbing test again The engineer again visited the home in and stated the homeowner was still not maintaining her property correctly However, G.LHunt decided to worth with the customer and went ahead and made adjustments to her home During the repair process the crew found an active leak on the home We completed our work and told the homeowner at that time she must have that leak fixed before we would come back out to the home to make adjustments In 2016, the homeowner called for adjustments She claimed the repairs to the plumbing had been made We called another plumbing company, Aramendia, to do the plumbing test any way to check her plumbers results due to the history on this home Aramendia stated she failed in the static drain line which is where she was showing to have failed many times before We sent her a notice of the failed plumbing test and gave her days to repair it [redacted] Vaughn, the Regional Manager, spoke to Mrs [redacted] who was upset She claimed she wanted to sue Dalworth for passing her test all those years and asked for ***'s help building a case against them Aramendia claimed the camera locate found the home had been failing for many years due to tree roots wrapping around the pipes [redacted] reminded [redacted] of their prior conversation where [redacted] admitted Dalworth never actually performed test it was there agreement to just sign off on it [redacted] told her she would not get involved in a claim against Dalworth G.LHunt is not plumbers and this needed to be addressed between the two plumbing companies [redacted] then explained she could not afford to make the plumbing repairs to her home [redacted] knowing her history with the company and her financial circumstances offered to pay for a portion of the repairs to help her out The total cost of the plumbing repairs were a little over $20, After another conversation with the homeowner she stated she has known she had a leak but she didn't have the money to address it so she kept trying to hide it Then in the same conversation she claimed she didn't have a leak and it was our fault the piers kept failing [redacted] thought she might have been on a medication causing her to have memory issues so she thought it would be best to end the call at that time Then later we received a call from Aramendia Plumbing stating they are walking away from the job The homeowner was belligerent and threatening a lawsuit on them because they would not help her file a lawsuit on Dalworth Plumbing Later the homeowner contacted us to say she had the repairs made, however, it was just a wax ring around the toilet At this point we have had multiple engineers, our project manager, and multiple plumbers stating there was a leak much bigger than a wax ring on a toilet so we told the homeowner that we required a camera locate with video to show there was no leak before we would agree to move forward This request was made on 2-9- The customer stated she agreed and we sent out [redacted] with Service Squad to do a locate He left the home and called us and stated he would not perform the test The homeowner had another plumber that was a friend of hers on the property That plumber was threatening him and making him feel uncomfortable as if his life was threatened At that point we told the homeowner she would need to contact a plumber that was licensed to do the plumbing test Throughout all of these years all we have asked is that we have a test with a camera to prove without a doubt that the home has no plumbing leaks Water in excess or in it's absence is the leading cause to pier failure Typically if a leak is not fixed within days G.LHunt has the right to set the warranty aside In this case we have worked with this customer since trying to get her to repair these leaks We have visited the home over times trying to resolve the issue that would have never been an issue at all had the plumbing leak been repaired I have attached a copy of the timeline including the dates and times we have spoken with the customer We have set her warranty aside due to non compliance She was informed of this on multiple occasions this year verbally, in writing, and in an emailWe have communicated with Mr [redacted] on the following occasions this year:2-9-at 9:am she spoke with [redacted] about a her service order request 2-15-at 12:pm she spoke with [redacted] in regards to the pressure and camera test on her plumbing 2-20-at 8:am she spoke with [redacted] because she needed to reschedule her plumbing test 2-20-at 9:am [redacted] called her back to reschedule her plumbing test per customers request 2-23-at 2:pm [redacted] spoke with her about sending her information on her home 3-3-at 2:pm [redacted] talked to her because she never got the email with the information on her home We had the wrong email address so we resent the email to the correct address_________________________________________________________________________...⇄ is the timeline to the history on this home: 5-13- Original contract sold to [redacted] Concrete Piers6-3- An engineer report was ordered by G.LHunt Recommended watering programs and terrain shaping because of too much moisture Also, recommended additional lifting to the home6-22- Release form signed by customer releasing G.LHunt of any liability and damages due to additional lifting G.LHunt did not feel the property should have been lifted any more.8-5- Dirt Order10-21-Engineer signed off on work performed and said home was as level as expected10-29-Dirt Order12-3- Dirt order/ ***'s name was introduced in the paperwork as [redacted] 3-21- Service Order6-11- Service Order8-4- Service Order10-7- Engineer Report [redacted] - Stated there was significant plumbing leaks.10-7- Plumbing Leak - Customer Sheet stated Plumbing leak in the sewer line Recommended mud pumping but [redacted] needed to get the sewer line fixed first She was refusing to get the plumbing fixed or pay for mud pumping.3-3- Service Order6-10- Service Order11-14- Engineer Report Goode Engineering - Recommended installing internal piers and mud pumping if there was any voids under the home However, any unresolved plumbing leaks would need to be addressed.11-28- Contract - Sold internal piers 1-19- Service Order - Movement due to a plumbing leak.3-19- Dirt Order3-21- Plumbing Test Passed5-18- Service Order6-19- Service Order9-22- Dirt Order7-14- Dirt Order8-7- Dirt Order3-18- Service Order4-1- Dirt Order9-21- Service Order2-2- Proposed Steel Piers, Mud Pumping, 8-4- Plumbing Test - Passed with Dalworth9-12- Questioned [redacted] about the passing plumbing test and the soil saturation [redacted] said Dalworth did not test the lines they only had her sign off on passing test.10-1- Engineer - [redacted] said she was not maintaining the home properlyAlso recommended adjusting piers.10-17- Service Order7-20- Plumbing Test - Passed Dalworth We now know this was fraudulent.8-21- Engineer Report - [redacted] recommended a watering system.10-27- Service Order - [redacted] said production crew found a leak.5-24- Failed Plumbing Test - Aramendia on Static Drain5-24- Day Notice Sent for failed plumbing test6-10- [redacted] agreed to pay a portion of the plumbing repairs She was supposed to get a quote from Aramendia and we would let her know what we will pay She wanted to sue Dalworth for passing her, because Aramendia said she has had a leak for a long time Several pipes broken from tree roots wrapping around the pipes.6-13- Day notice sent for failed plumbing6-13- Conversation - [redacted] and [redacted] spoke about plumbing leak [redacted] said she knows she has leaks The pipes break all the time because they are old Then she changed the story and said she never had a leak the piers just keep failing I thought she was on medication 6-21- Aramendia walked away from job [redacted] threatened a law suit on them because they won’t help her with her lawsuit against Dalworth and she continues to change her story.8-15- Plumbing Repairs - [redacted] said it was just the wax ring around the toilet.2-9- Requested she get a leak locate with camera.2-23- Camera locate – Service Squad went to do the camera test and there was already a plumber there [redacted] who works for Service Squad claimed the plumber was threatening him and he refused to do anything on the property and left At that point we told the homeowner she would need to get a leak located performed by a master licensed plumber and submit the video footage However, until that is received we are setting her warranty aside We are waiting for this video footage to proceed

Complaint: [redacted] I am rejecting this response because: Every plumber we have spoken to indicate that the plumbing test results sent on a sewer line with no pressure is such a small leak that the additional cost is not necessaryGL Hunt sent out their salesman, [redacted] , he reviewed/crawled under the house and verified there is no leakHe reviewed the house leveling and they are sending a team out on Monday 10/to do a minor adjustmentWe will see what happens with this adjustment before I feel the situation is resolvedAt no time did anyone every say the house needed longer than daysThe release we finally signed was not applicable to our situation but was one that they needed before [redacted] would come outAfter Monday I will update you on the situation Regards, [redacted]

Thank you for your response I have read the concerns and feel as though we addressed them in our previous response However, as stated before in our previous response we are willing to work with you I emailed you and have received no response In your complaint you stated you haven't received an email from me so I believe there is a breakdown between our emails somehow Please email me at [redacted] I do much of my communication through email so there is never a misunderstanding as to what we have agreed upon or the expectations

Complaint: [redacted] I am rejecting this response because: Unfortunately that amount will not doYou are under the impression that USAA is taking responsibility for this water leakage in my homeBoth USAA and myself feel you are responsible based on the photos/video and other proofAs far of not taking responsibility, well you claim you did not dig or work on that side of my home but physical evidence says otherwiseAlso, I have repeatedly asked for the documentation from the Date of service in Jan and you repeatedly sent me my contract from Dec As a large company, I know you keep more information on file (i.ethe fist and last meter readings done in my home and even names of the crew assigned to my home)I know you are withholding documentation regardless what you are claimingUSAA is expecting to be reimbursed for the amount they issued in the check ($2525.76)For that reason my only acceptable offer will be for the entire amount of the damages which is totaling $and that is because as a company you need to held liable for your negligenceIf this amount cannot be agreed upon, I will move forward with this Revdex.com complaint and will inform the USAA subrogation team that you are not complying so they can move forward in their process Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
As they did mention, $was offered to be put toward my $deductibleThey were also pretty adamant that no work was done on that side of my home when there was obvious physical evidence along with photos and video evidenceAlso, the foreman that was on the job told us they even lifted our AC slab as a courtesyApparently, this company either does not keep all their proper documentation about the people they hire to do work at customers homes or they don't want to take responsibility for the negligenceI continously asked the company for my records and was continuously sent either the initial contract signed month before my services or incomplete documentation with scribbling and areas crossed out on the papersAfter speaking with my husband and other professionals it is in my best interest to not accept the termsThe terms provided by Gl Hunt only benefit the companyThey ruined my daughter's carpet and my brand new wooden floor which I had installed less than a year agoThe warranty I had on my floors is now voided because moisture was found under the floor due to this companies negligenceSo I now have a $bill to Lenz ContractingAs well as the possibility my rate can go up since I'm filing a claim with my InsuranceSo I in no way win or feel this issue is resolvedThey will have to pay for all my damages at the point which is estimated at approximately $3800.
Regards,
*** ***

We began to resolve this matter by sending of our employees to identify what issues Ms*** was having and to take picturesI reviewed the scope of work that was done at her home and we did not do work on the side of the home where her A/C system is locatedHer complaint was that the A/C
Drain line was clogged, and that it caused water to back up into her daughters room.I couldn't determine how we could have possibly caused this, but since she was adamant that one of my men did something on that side of the house and I couldn't prove that wasn't the case I offered to help herShe had mentioned that she had already filed an insurance claim and her deductible was $We agreed to resolve the issue if I would pay the deductible and she would sign a liability releaseI spoke to her the day after this to confirm the details and since then she has stopped answering my emails or my calls and we can not reach the customer

Please send me copies of the invoice from Lenz Contractor's and USAA detailing the expensesOnce I receive the documents I will respond quickly with how we will move forward

Ms***, After reviewing the documentation sent over here is our best and final offerWe will offer you $This covers the total out of pocket expense you incurred (Lenz contracting and Deductible with USAA)The USAA paperwork clearly shows that you have already filed a claim and will be receiving a check for the actual cash value totaling $I would like to remind you that G.LHunt Foundation Repair did not do work on the side of the home where the A/C system is and that we still do not believe that the water damage was our fault to begin with. I began attempting to resolve the issue because I care about how our company is perceived and we care about customer serviceIf you are ready to accept we will have the settlement amount and the paperwork ready at the San Antonio OfficePlease call me at 817-222-and we will coordinate a time for you to come by

Complaint: ***
I am rejecting this response because: I am simply providing the requested documentationNo terms have been agreed upon at this moment.
Regards,
*** ***

1) She stated her contract said that we would repair any cracks in the brick or sheetrock Please review the contract I have attached It states that we will do caulk around the windows and mortar between the bricks in effected areas It does not state we will repair the sheetrock
Please see the 2nd page of the contract where it states the warranty In the first paragraph it specifically states we are not responsible for the sheetrock On that same page the customer, *** ***, has signed she read and understood the terms 2) We did put a small hole in the wall by accident, and asked how she would like it handled She said her general contractor had already repaired it so she didn't need us to do anything Typically, in this case we would have sent out our handy man to make the repairs, but we were not given the opportunity to do so.3) She stated one end of her hallway is 2" lower than the other end, and that we did not "level" her home We do not "level" homes we stabilize them Our goal is to get them within tolerance of 1% tilt We did this as you can see in the second attachment where it shows the original readings and the post readings In addition, you can see that there is no reading that states 2" difference from one side to the other She ordered an engineer report on her home before we were hired Our instructions were to follow the engineer report, but in addition the engineer was unable to crawl beneath the home due to no available crawl space This is why we had to excavate under the home to do the work.4) She stated we caused a leak Our crews are very skilled in installing floor beams, and do our best not to cause any plumbing leaks or damage Plumbing leaks and excess water intrusion is the number reason why foundations fail so it's not in our best interest to create this problem and not fix it Going unfixed would have caused a lot of unnecessary warranty adjustments on our part, and a headache on the customers part This is also the reason we offer free post plumbing test Please see the next paragraph.5) We offer a free post plumbing test to all customers We do this because plumbing is not meant to move Many times when we are adjusting foundations it can cause a plumbing pipe to break if we have to move the foundation too much We called the customer and send text messages which we have copies of on file requesting to schedule a post plumbing test We finally got in touch with her and had an appointment scheduled on the 12th of April and the customer called to cancel the appointment She stated at the time she was waiting on her insurance company to get back to her before she scheduled She has not called us back to reschedule at this time We would never no show a customer to do a post plumbing test This is a statement.6) At this point the customer has not paid us for any work completed The balance owed is $20, Please read our contract warranty terms of what we are responsible for and what we aren't If she did not agree to the terms she should not have signed them Please read the sign off paperwork The customer signed off that the work was completed to her satisfaction and she did not request any changes to be done at that time At this point what we would be willing to do is hire the engineer she originally hired for us to follow his repair plan to come back out to determine if any additional adjustments are needed If he feels we need to do any additional shimming on the home we will be happy to do so as this is covered under the warranty in her plan However, if he states no adjustments are needed and the home is stabilized at this time or once we complete the repairs we would expect the payment be made in full The warranty states the payment must be made in full within days of completion as to avoid the voided warranty If we are unable to get the engineer out there and complete this process in that time we are willing to extend this deadline additional days However, if we complete everything on time we would expect payment in full as per our contracted agreement

Complaint: ***I am rejecting this response because: I am simply providing the requested documentationNo terms have been agreed upon at this moment.
Regards,
*** ***

We have left Mr*** a voicemail to discuss the situation with him but have not received a responseThe terms of the customers "Lifetime Warranty" require him to maintain that his plumbing system is leak free and that the drainage conditions on his property are adequateThis is no different
than Ford requiring you to change your oil in order to maintain your vehicles warranty.As of 5/29/Mr*** was sent a letter notifying him that his warranty was set aside until the plumbing issue was correctedWe are willing to work with the customer to resolve this issue, but the root cause of his problems must be addressed, in accordance with the terms and conditions of the warranty, before than can happen. - *** ***General Manager

Complaint: [redacted]
I am rejecting this response because: They never sent those letters on the attachment, The holes are due to loose dirt use to back fill the excavation, I do not have loose dirt around my house, it is clay and rocks. The loose dirt they put in is the problem. They fixed the holes on the north of the house, but I still have one on the south side, they are not too wide, but they are deep. the holes are about 5" diameter.They never contact me when I called, I just found garden dirt around the hole.Last week, they said they came by, but they did not call me to let me know anything I had to call them, then they act very defensive, since the beginning. Again it is the loose dirt without compaction that is causing the sinking.I am not satisfied with the answer, since is plagued with false allegations.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:After speaking with the adjustor from USAA to confirm exact amounts. We were able to discuss all expenses which are listed below: 1) The invoice from Lenz Contracters: $6252) The total estimated amount from USAA: $3775.76 Total Amount: $4400.76 If this amount can be agreed upon to cover all my expenses, I will go down to the office first thing Monday 7/18/2016 to sign any documentation necessary and the complaint can at that point be considered resolved.  
Regards,
[redacted]

Mrs. [redacted] job was completed on June 28, 2016.  We always tell the customer we offer free dirt orders for up to a year as long as they are in compliance with the warranty.  We also provided her with Foundation Maintenance packet that you can see on the contract she initialed that she...

received.  In addition we explained she needed to properly water around her foundation as well as install gutters around her home.  These are maintenance items that the homeowner agrees to when signing the contract.  She has gutters on the front of her home, but they are filled with leaves and debris causing obstruction. On August 8, 2016 she called in for a dirt order.  We sent the foreman out to the home, and he sent pictures back of huge ruts in the yard in areas we did not do work.  This means the home is not being properly watered and maintained.  The pictures also showed all the plants around the perimeter as well as the grass were all dead.  We explained to the customer again how important it is to properly maintain the home, we went over the packet, and showed her where she signed that she understood.  We went ahead and did the dirt order at that time, because she agreed to do her part in maintaining the home.  On September 19, 2016 she called again explaining there were sink holes.  We scheduled a dirt order, and when our foreman arrived at the home to find the foundation was still not being properly watered and the gutters had not been installed.  We once again went over everything with the customer as well as showing her what not watering the foundation properly does to the soil as well as not have gutters does to the soil around the home.  Even though the dirt cracking and eroding was not G.L. Hunt's responsibility we still honored a dirt order.  We followed up our conversation with a letter explaining everything to her and asked that she please take care of her home.  Since that time we visited the home once more in the year 2016.  On the last visit we told the customer we would not do any further dirt orders until she was in compliance with her warranty.  This means watering the foundation during dry season and installing gutters for the rainy season.  When she recently called again we made another visit to the home.  Please see pictures attached.  She still does not have gutters in the area the soil is eroding, everything is overgrown and dead, and you can see the home is not being properly maintained.  She was sent another compliance letter that states all we are asking is that she install gutters and maintain the home and we will be happy to come out again with a dirt order.  Unfortunately, at this time we will not do any additional dirt orders until the homeowner starts maintaining the home in compliance with her warranty.  We have explained this again and we have followed it up with another letter.FYI, it would not allow me to add any additional documents, but I have more pictures.

We have attempted to work with Mrs. [redacted] and communicate with her since 5-13-1999.  When we started this journey with Mrs. [redacted] the repair plan was thirty concrete piers.  The repair plan was put in place based on an engineers recommendations.  The problem started arising in...

2003.  Mrs. [redacted] was having issues with her home.  We ordered a plumbing test to be performed at our cost and it came back failing.  We recommended her to have that leak repaired and allow the the soil time to dry before adjustments were made.  Mrs. [redacted] didn't believe there was a leak or our recommendations so we ordered another engineer, [redacted], in which we paid for to visit the home and evaluate it.  He stated in his report that there was significant plumbing leaks causing the piers to move and to be unstable.  He also recommended mud pumping at that time, but in order to do this you must have the leaks repaired.  The customer refused to do this.  Our warranty states that we have the option to set aside the warranty if the pier failure is due to a leak that has not been repaired within 30 days.  However, we wanted to work with Mrs. [redacted] because we understood her financial circumstances.  We continued to try to service the home and help her maintain it and in 2006 we ordered another engineer report from Goode Engineering.  He recommended the mud pumping again and 12 internal piers to stabilize this home.  The homeowner decided to have the internals installed but would not repair the leak or do the mud pumping.  Then in 2007 she continued to have issues due to the plumbing leak.  She hired her own plumber that passed her plumbing, and at the time we accepted that without argument or investigation.  We continued to service the home and in 2012 recommended the mud pumping yet again, but the homeowner would not repair any leaks on the property and mud pumping can not be done if there is an active plumbing leak.  Then in 2014 Dalworth plumbing passed her plumbing test.  The homeowner admitted later in 2016 that the test was never performed.  She talked them into just signing off on the test.  However, we hired a third engineer, [redacted], to visit the home and he stated her home was not being maintained properly and pier adjustment.  We made those adjustments at that time.  The homeowner wanted Dalworth out again to do the post plumbing test which not knowing of the prior agreement of fraud, we went ahead and agreed to this.  Dalworth again passed the plumbing test again.  The engineer again visited the home in 2015 and stated the homeowner was still not maintaining her property correctly.   However, G.L. Hunt decided to worth with the customer and went ahead and made adjustments to her home.  During the repair process the crew found an active leak on the home.  We completed our work and told the homeowner at that time she must have that leak fixed before we would come back out to the home to make adjustments.  In 2016, the homeowner called for adjustments.  She claimed the repairs to the plumbing had been made.  We called another plumbing company, Aramendia, to do the plumbing test any way to check her plumbers results due to the history on this home.  Aramendia stated she failed in the static drain line which is where she was showing to have failed many times before.  We sent her a notice of the failed plumbing test and gave her 90 days to repair it.  [redacted] Vaughn, the Regional Manager, spoke to Mrs. [redacted] who was upset.  She claimed she wanted to sue Dalworth for passing her test all those years and asked for [redacted]'s help building a case against them.  Aramendia claimed the camera locate found the home had been failing for many years due to tree roots wrapping around the pipes.  [redacted]  reminded [redacted] of their prior conversation where [redacted] admitted Dalworth never actually performed test it was there agreement to just sign off on it.  [redacted] told her she would not get involved in a claim against Dalworth.  G.L. Hunt is not plumbers and this needed to be addressed between the two plumbing companies.  [redacted] then explained she could not afford to make the plumbing repairs to her home.  [redacted] knowing her history with the company and her financial circumstances offered to pay for a portion of the repairs to help her out.  The total cost of the plumbing repairs were a little over $20,000.  After another conversation with the homeowner she stated she has known she had a leak but she didn't have the money to address it so she kept trying to hide it.  Then in the same conversation she claimed she didn't have a leak and it was our fault the piers kept failing.  [redacted] thought she might have been on a medication causing her to have memory issues so she thought it would be best to end the call at that time.  Then later we received a call from Aramendia Plumbing stating they are walking away from the job.  The homeowner was belligerent and threatening a lawsuit on them because they would not help her file a lawsuit on Dalworth Plumbing.  Later the homeowner contacted us to say she had the repairs made, however, it was just a wax ring around the toilet.  At this point we have had multiple engineers, our project manager, and multiple plumbers stating there was a leak much bigger than a wax ring on a toilet so we told the homeowner that we required a camera locate with video to show there was no leak before we would agree to move forward.  This request was made on 2-9-17.  The customer stated she agreed and we sent out [redacted] with Service Squad to do a locate.  He left the home and called us and stated he would not perform the test.  The homeowner had another plumber that was a friend of hers on the property.  That plumber was threatening him and making him feel uncomfortable as if his life was threatened.  At that point we told the homeowner she would need to contact a plumber that was licensed to do the plumbing test.  Throughout all of these years all we have asked is that we have a test with a camera to prove without a doubt that the home has no plumbing leaks.  Water in excess or in it's absence is the leading cause to pier failure.  Typically if a leak is not fixed within 30 days G.L. Hunt has the right to set the warranty aside.  In this case we have worked with this customer since 2003 trying to get her to repair these leaks.  We have visited the home over 26 times trying to resolve the issue that would have never been an issue at all had the plumbing leak been repaired.  I have attached a copy of the timeline including the dates and times we have spoken with the customer.  We have set her warranty aside due to non compliance.  She was informed of this on multiple occasions this year verbally, in writing, and in an email. We have communicated with Mr. [redacted] on the following occasions this year:2-9-17 at 9:40 am she spoke with [redacted] about a her service order request 2-15-17 at 12:56 pm she spoke with [redacted] in regards to the pressure and camera test on her plumbing 2-20-17 at 8:55 am she spoke with [redacted] because she needed to reschedule her plumbing test 2-20-17 at 9:48 am [redacted] called her back to reschedule her plumbing test per customers request 2-23-17 at 2:25 pm [redacted] spoke with her about sending her information on her home 3-3-17 at 2:21 pm [redacted] talked to her because she never got the email with the information on her home.  We had the wrong email address so we resent the email to the correct address. ________________________________________________________________________________...⇄ is the timeline to the history on this home: 5-13-99   Original contract sold to [redacted].  30 Concrete Piers6-3-99     An engineer report was ordered by G.L. Hunt.  Recommended watering programs and terrain shaping because of too much moisture.  Also, recommended additional lifting to the home6-22-99   Release form signed by customer releasing G.L. Hunt of any liability and damages due to additional lifting.  G.L. Hunt did not feel the property should have been lifted any more.8-5-99     Dirt Order10-21-99 Engineer signed off on work performed and said home was as level as expected10-29-99 Dirt Order12-3-99   Dirt order/ [redacted]'s name was introduced in the paperwork as [redacted]3-21-01   Service Order6-11-02   Service Order8-4-03     Service Order10-7-03   Engineer Report [redacted] - Stated there was significant plumbing leaks.10-7-03   Plumbing Leak - Customer Sheet stated Plumbing leak in the sewer line.  Recommended mud pumping but [redacted] needed to get the sewer line fixed first.  She was refusing to get the plumbing fixed or pay for mud pumping.3-3-04     Service Order6-10-05   Service Order11-14-06  Engineer Report  Goode Engineering - Recommended installing 12 internal piers and mud pumping if there was any voids under the home.  However, any unresolved plumbing leaks would need to be addressed.11-28-06  Contract - Sold 12 internal piers 1-19-07    Service Order - Movement due to a plumbing leak.3-19-07    Dirt Order3-21-07    Plumbing Test Passed5-18-07    Service Order6-19-07    Service Order9-22-07    Dirt Order7-14-08    Dirt Order8-7-08      Dirt Order3-18-09    Service Order4-1-99      Dirt Order9-21-11    Service Order2-2-12      Proposed 6 Steel Piers, Mud Pumping, 8-4-14      Plumbing Test - Passed with Dalworth9-12-14    Questioned [redacted] about the passing plumbing test and the soil saturation.  [redacted] said Dalworth did not test the lines they only had her sign off on passing test.10-1-14    Engineer - [redacted] said she was not maintaining the home properly. Also recommended adjusting 22 piers.10-17-14   Service Order7-20-15     Plumbing Test - Passed Dalworth.  We now know this was fraudulent.8-21-15     Engineer Report - [redacted] recommended a watering system.10-27-15   Service Order - [redacted] said production crew found a leak.5-24-16     Failed Plumbing Test - Aramendia on Static Drain. 5-24-16     90 Day Notice Sent for failed plumbing test6-10-16     [redacted] agreed to pay a portion of the plumbing repairs.  She was supposed to get a quote from Aramendia and we would let her know what we will pay.  She wanted to sue Dalworth for passing her, because Aramendia said she has had a leak for a long time.  Several pipes broken from tree roots wrapping around the pipes.6-13-16     90 Day notice sent for failed plumbing6-13-16     Conversation - [redacted] and [redacted] spoke about plumbing leak.  [redacted] said she knows she has leaks.  The pipes break all the time because they are old.  Then she changed the story and said she never had a leak the piers just keep failing.  I thought she was on medication.  6-21-16     Aramendia walked away from job.  [redacted] threatened a law suit on them because they won’t help her with her lawsuit against Dalworth and she continues to change her story.8-15-16     Plumbing Repairs - [redacted] said it was just the wax ring around the toilet.2-9-17       Requested she get a leak locate with camera.2-23-17     Camera locate – Service Squad went to do the camera test and there was already a plumber there.  [redacted] who works for Service Squad claimed the plumber was threatening him and he refused to do anything on the property and left.  At that point we told the homeowner she would need to get a leak located performed by a master licensed plumber and submit the video footage.  However, until that is received we are setting her warranty aside.  We are waiting for this video footage to proceed.

Typically we tell customers to not make any cosmetic changes to their home for atleast six months to a year.  Ninety days is not near long enough.  The house has to go through the weather changes to full adjust after the initial work is completed.  She stated in the complaint that she...

could not see the leak and that there is no leak.  As you can see in the attachment done by Pronto Rooter they indicated there is a leak in the Static Test.  This test is a leak in the sewer line which you would not see it's underground.  When there is water intrusion beneath the ground, whether you can see it or not, it causes the soil to swell beneath the home causing movement. The customer was asked to do a leak locate to determine where the leak was and how bad it was.  The customer refused.  We offered a solution of having them sign a leak waiver.  Please see attached.  Once that was signed we would agree to go to the home and do an inspection, but we do not guarantee that we will make adjustments.  Please see the contract attached.  You will see where the customer signed the warranty that she understood our provisions with the plumbing.  The number one reason a house moves is too much water or not enough water causing the soil to swell and shrink which causes the home to move.  We do not feel we have done anything wrong.  The policies we put in place are because of over 30 years of experience in this industry studying the soil vs water.  This is why our contract is very upfront with what our policy is on plumbing leaks.  Many many times if a customer fixes a plumbing leak, whether it's in the potable line or the sewer line, they will see their house stabilize within 90 days once the soil has dried out.  We have tried to educate and explain this to the customer but they are refusing to listen and allow us to help them resolve the issue.  We have an appointment scheduled on 9-29-17 to do an inspection and evaluate the home again.  However, if the water problem is not addressed then the home will never stabilize.

Complaint: [redacted]
I am rejecting this response because: Every plumber we have spoken to indicate that the plumbing test results sent on a sewer line with no pressure is such a small leak that the additional cost is not necessary. GL Hunt sent out their salesman, [redacted], he reviewed/crawled under the house and verified there is no leak. He reviewed the house leveling and they are sending a team out on Monday 10/9 to do a minor adjustment. We will see what happens with this adjustment before I feel the situation is resolved. At no time did anyone every say the house needed longer than 90 days. The release we finally signed was not applicable to our situation but was one that they needed before [redacted] would come out. After Monday I will update you on the situation. 
Regards,
[redacted]