Power Jack Foundation Repair

Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ Mr [redacted] stated in his complaint that they heard a loud pop and they found a crack on the exterior wall of the homeThis happened right at months after the original repairs were madeIn those months, we have experienced earthquakes, flooding, and droughts in our stateAll of these can cause the foundation to settle in other areas of the home Mr [redacted] seems to be confused about what our warranty covers and what it does not coverWe installed piers to support the Southwest corner of the houseOur warranty does state the following: "Should the area WHERE THE PIERS ARE INSTALLED settle to a degree which represents a decrease in the structural integrity, Power Jack will re-raise the area of the structure at no additional charge to the owner." The problem is that THE AREA WHERE THE PIERS ARE INSTALLED IS NOT SETTLINGIt is properly supported and has not moved since we originally did the workIt is the Northwest corner that is settling and we did not pier that area because it was not needed at the timeJust because we repair one area of the home does not mean that if another area of the home settles, it will be covered under warranty alsoThat would be like a tire shop only repairing one flat tire on a vehicle but yet being held responsible when a totally different tire goes flat on the same vehicle months later Mr [redacted] offered to pay 1/price of the additional piers needed to repair the area that has new movementIf he really felt like we were at fault and our warranty should cover this work, why would he offer to pay 1/price of the new work to be done? I didn't feel that it was right for our company to take a loss on something that was not our fault so I gave Mr [redacted] a full price estimate of repair equaling a total of $After receiving complaints and visits to our office by Mr***, the owner of the company and I decided that we would try to work with Mr [redacted] and offer the additional piers needed for $each at a discounted total of $In the complaint, Mr [redacted] stated that it seems to him that we admitted guilt and accepted responsibility by lowering the price on the new quote from $to $That is simply not trueHe and I both have a copy of the bid that was provided with a total of $on itAnd we, in no way, are admitting guilt nor accepting responsibility in this situationWe were simply trying to work with Mr [redacted] so that he would be a satisfied customer and things would not be taken to this levelThat's just the type of company we areAnd even after all of this, Mr [redacted] would not accept our offer to do the work, at a discounted price, on a different part of the home, that we have not done any work on before We feel that we have gone above and beyond what should be expected of our company in this situationWe do not feel that we should be held responsible for something that is not our faultAnd we feel that our company repairing an entirely different area of the home at no additional charge is completely unreasonable The bottom line is that the area of the home that we repaired is covered under warrantyThat area is not settling There is a different area of the home that is settling We have not repaired that area so there is no way that we can cover that area under a warranty Additional work needs to be done to the new area of movement and it costs money to do that additional work

I am sorry that you do not feel that your concerns have been properly addressedI will have our Superintendent, [redacted] ***, contact you as soon as possible and put in motion any adjustments that can be madeThank you for your business.Power Jack Foundation Repair

Complaint: [redacted] I am rejecting this response because: The work was not done years agoIt was done in July I hired them to tell me what the ENTIRE foundation neededTheir salesman crawled all around underneath my house a few weeks prior to the work being doneWhy didn't they tell me, as professionals, all of what my foundation needed to be done right? There is no way that the house changed so much from end of July to March There is a lot of rotted wood that I should have been told aboutI hired what I thought was a professional to fix my house rightWhy didn't I get that? I should not have to become a foundation expert to check their work & make sure it is rightI did not hire them just for one section of the house, I hired them to take care of the entire foundation, so when they told me it needed a new center beam & some shims, why would I say it needs more?? Again, I am not the professional! Why did they use wood shims instead of steel shims?? This is not even up to code regulations! The new owner is using a new company to get the job done RIGHT, so your warranty is uselessI got ripped off & I want my money back Regards, [redacted]

I am very sorry to hear that you are unhappy with the work that was doneI will have our Superintendent, [redacted] ***, scheduled to come out to your home ASAP and see what we can do to helpThank youPower Jack Foundation Repair

I will personally make sure the concrete is repaired within the next two weeks

Complaint: [redacted] I am rejecting this response because this letter is in no way representative of the in-depth conversation that was held on July 20, with [redacted] *** Not only is this response insufficient, but Mr [redacted] promised us he would provide us information that supported WHY warranty work did not need to be done This letter is generic at best, insulting at worst.We discussed the structural engineer's report with Mr*** This letter does not even acknowledge the contents of that conversation It seems as if a hastily devised response was submitted simply because we filed a complaint with the Revdex.com.This letter is indicative of the lack of customer service and lack of adherence to commitments that we have received from Power Jack from the moment we requested warranty adjustments Regards, [redacted] ***

Power Jack performed the work that we were contracted to do, and we stand by that workWe do not "under quote" jobs and do less than is necessary as that is obviuolsy counter to or stated purpose of fixing foundations and being a profitable companyNever, in our plus years of being in business and repairing thousands of homes have we ever used wood shimsAs you say, they are out of code and were used mostly back in the 60's and 70'sWe understand the sale of a home can be stressful and wish you the best of luck moving forward

We are sorry that you don't feel that your concerns were addressed in a timely mannerI will get our Superintendent, ***, on this right away.Thank you for your business

[redacted] called, but did not take responsibility for the problems his company has caused to our home and did not even set up an appointed time to come look at the situation - he said his company would come and look at the situation ONLY when they have some other business in our areaThen he said he was going to have his guys use some waterproof concrete and repair it this time but would never repair it again - his company made the mess and should take responsibility if they don't repair it properly! This is more of Power Jacks terrible customer service - basically telling us that our need is not important enough for them to get to it promptly and they will not stand behind their lifetime guarantee of their work! Meanwhile, our cracked up, unleveled patio concrete, which is a result of their sloppy patchwork, is a danger to my wife! There are chunks of this that are totally loose and would be so easy for her to end up falling because of it (I sent some pics for you)From our past dealings with this company, it will be months before they ever come, if they do come at all I would not recommend this foundation repair company to anyone!

I am sorry to hear we still have some unresolved issuesI will get on this immediately and have the superintendent call to schedule and appointment that fits in your schedule to line out the steps to bring this to a conclusion.Thank you for your business

I am sorry you are not happy with our response to dateI will have our General Manager, [redacted] , call you ASAP to help work out a plan of actionI promise you we will do our best to get this resolved as quickly as possiblePower Jack Foundation Repair

I'm sorry to hear of your concernsI will have our superintendent, [redacted] ***, call and schedule a time to inspect the home and map out what needs to be done going forwardThank you [redacted]

Attached

We are sorry that you are not satisfied with the time frame for your next appointment with usUnfortunately, the date of 10/that we offered did not fit in your scheduleNow that we have been to your home on 9/9/and 10/9/to make sure we have designed a solution to address all of your
concerns we are anxious to get out and perform the workThe date you were given in December was a "placeholder" date, as our schedule varies from day to day and is always changingAs soon as spot opens up from one of these changes we will call you to offer you a date sooner than the "placeholder" dateThat usually occurs within two weeks of getting on the scheduleI hope to be able to call to offer a new date by this Friday, the 16th, and will work on this personally to make sure all options are exploredWe appreciate your business and will work hard to make sure we get out there as soon as possible

We are sorry that you did not get the sales price you were looking for on your homePower Jack only worked on one hallway underneath the house (apporximately feet of beam with concrete blocks and reshim) and did not do any work to the exterior of the homeIf now, years later, the exteriror or
other areas of the home need additional work then that would obvioulsly not be covered by the warranty on the limited repairs that were performedHowever, the warranty on the work that we did do is still in effect and fully transferable to the new homeownersIf this area needs adjustment it is fully covered under the warranty and we'd be happy to schedule any adjustments

I am sorry you are not satisfied with the level of service you have receivedOur superintendent, who has been to your home on a couple of occasions, has written the letter you requested and we will be emailing it to you todayAlso, if you could send us the engineers report you reference we will be
happy to take a look and perhaps consult with him. Thanks. Power Jack Foundation Repair

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.We have been working with *** for years, with no resolution of our problemRegards,
*** *** ***

Complaint: ***
I am rejecting this response because: Power Jack did use wood shims on my house and did not inform me of ALL of the work that was necessary to repair my houseI requested a quote to repair whatever was necessary because I did not know what it neededHad you informed me of ALL of the repairs necessary & then I turned that down, it would be my n own faultPower Jack was supposed to inform me so that I could make the appropriate decisionThe work that was done was not all that was needed but I didn't know that, at the timeI thought I was working with a reputable company that would take care of my foundationNot the case
Regards,
*** ***

We will call to schedule a time to come out and see if there was damage to the sprinkler system caused by Power JackWhile it is company policy not to respond to sprinkler issues months after a job was completed, we are making an exception and coming out to take a lookUnfortunately, with the
unprecedented rains we've had in the Metroplex we are running a little behind and doing our best to catch up

I'm sorry to hear of your concernsSuperior customer service is one of our top goals, and I'm sorry we didn't meet those expectations in this caseI'm glad, as you stated, that we are scheduled to come to your house and make any necessary adjustments on the 18th and fully honor our warranty
on the piers that we installedWhile the warranty doesn't cover the installation of any new piers, it does warrant the piers we did install against future settlement, and we will continue to honor that warranty for the life of the home. Thank you for your business. Power Jack Foundation Repair