Straight Line Foundation Repair & Drainage, LLC

Here is our response to the last comment by Straight Line Foundation Repair we received on 3-1- It took approximately six months for us to receive a final response concerning our requests for paperworkIn August of 2015, we began requesting a copy of our foundation reports and plumbing test results through voicemail messages left at the office of Straight Line Foundation After not receiving the information, we also began sending email requests to Amy Thomas (receptionist) which began on: 9/30/12:49:P.MCentral Standard Time Subj: www.straightlinefoundationrepair.com [redacted] My email - Requesting a copy of our paperworkWe were told that she would forward our email request to “***” (the installer)It wasn't until January of that we heard from the installer that they had no report or test results as our tests and evaluations were never performed We understand that companies can make mistakes and we appreciate that they have accepted faultHowever, they also have to accept the responsibility of the damage caused by their error On the day of the pier installation, they mislead us to think that they had obtained all the necessary information from a Certified Engineers report for correct pier installation and a pre- installation plumbing evaluation to rule out existing pipe instability However, NONE of the required testing and evaluations were performed prior to the pier installation although we prepaid for those servicesThey had no Engineers Report for correct pier placement and no plumbing stability results to evaluate pipe stability For the company to continue with pier installation without the appropriate professional Engineers recommendation and guidance, placed our home at risk for structural damage to foundation and bricks, and plumbing line stress and leaksUnfortunately, both the homes structure and plumbing has been damaged Although we did receive an apology from Straight Line in January for not ordering an Engineers Report prior to the installation of our piers in August 2008, there was no mention of concern for the structure or safety of our home The deception from Straight Line Foundation began the day the piers were installed with an “empty client folder” We were told at the time of the pier installation that no problems had been detected during the testing and evaluations performed by the plumber and engineerHow did the company know that there were no concerns, if no tests had been performed and no Engineers Report ordered? How would the workers know where to correctly install the piers for MY home without a placement plan or verification, provided by a Certified Engineers Report? In reference to the home’s elevations, the company came to our home approximately three times, but elevations were not taken at every visit Straight Line Foundation is wrong regarding the installation placement they performed on our homeWe received evaluations, and recommendations with diagrams, from professional foundation repair companys and Certified Engineers, that DID NOT support Straight Line Foundations placement of piers as an independent installation, and should not have been installed on one side of the homeAll of the evaluations we received supported the concerns of structural damage to the home, due to the pier placement performedThe new evaluations showed that the installed piers were too dramatic and incorrectly placed resulting in brick and plumbing damage, and separation of the home from the foundationThe company came to our home approximately three times, no reference was made as to when photographs were taken, or if they were taken before or after the pier installation Also, we were told that there was nothing in our client folder to forward to us or refer to Straight Line Foundation made no reference of, or offer to, pay for “a 3rd party engineer (of our choosing)”They only offered to reimburse us for the prepaid Engineers Report AFTER we requested a refund of money we had paid them They now need to reimbursement us for the prepaid Engineering report and plumbing tests, both pre and post, the pier installation they performed, and the damage to the home resulting from the incorrect pier installation by Straight Line Foundation We’re unsure as to where they came up with the amounts they listed as a “demand” for reimbursementWhen their deceptive practices became apparent to us, we requested full reimbursement for the amount we paid to Straight Line FoundationWhen they refused to accept responsibility for the results of their actions, we requested that they not only reimburse us for the amount paid to their company but also, the cost of the repairs from the damage caused by their incorrect pier installation The comment that Straight Line has “tried over and over to resolve this with her” is incorrectThe only offer they have made, is to reimburse us for a paid Engineers ReportNo offer was made for reimbursement of the paid pre and post plumbing testsNo offer was made for the incorrect placement of piers No offer was made for the structural damage and plumbing instability caused by their incorrect pier installationTo assume that the reimbursement of an Engineers Report, would be an appropriate exchange for all of the other costs and damages associated with Straight Line Foundation Repair errors and deceptions, is unrealistic and unethical We agree that this was a preventable and unfortunate situation that occurred at the fault of Straight Line Foundation We have accepted there apology, however that does not release them of their responsibility to pay for the damage their mistake causedOur requests for reimbursement of our costs are very reasonable and fairStraight Line Foundations comment of “our company has tried to make right” involves only offering a verbal apology and reimbursement of an Engineers ReportHad we known at the time of the pier installation that the plumbing tests and Engineers evaluations had not been performed, we would not have consented to the pier installationWe were told that day of the pier installation that no problems had been detected during the testing and evaluations by the plumber and engineerWe trusted Straight Line Foundation with our homeWe trusted in them to be an honest company with integrity

The last response from Straight Line Foundation repair shows a desperate plea to convince the consumer to ignore the facts of the past responses.The statements that they made are falseWe accept that their original error possibly occurred as a mistake, however the continued misrepresentation shows DECEPTIVE BUSINESS PRACTICES.As with any mistake that is made, as a business or consumer, the one who made the mistake is responsible for the resultsThey need to reimburse us for the money invested in their company to correct the foundation, as well as payments made to other company's necessary to correct the problems their work causedThat amount is now over 9, [redacted]

The most serious concern of this complaint regarding Straight Line Foundation Repair, is their business deception and contractor fraud We were mislead and deceived the day of the pier installation when we were told that the plumbing tests and the Engineer evaluation had detected no problems, when no testing or evaluation had been scheduled or performed Further deception was discovered in that the following legal requirements were not performed by Straight Line Foundation Repair prior to beginning our job: They had not registered with the City as qualified foundation repair specialists to perform the work They didn’t have an original engineering report/design required by the City They didn’t apply for and pull the permit required to perform the work They had never hired a 3rd party Engineer to construct an Engineers Report necessary for accurate and safe pier placement to allow structural safety They didn’t have the plumbing evaluated for stability through prepaid plumbing safety tests They didn’t schedule a Final Inspection by the City, of work performed The failure of SLF to follow these requirements have resulted in structural damage to foundation and bricks, and plumbing line stress and leaks of which they are legally and financially responsible Our expectation of Straight Line Foundation Repair, based on our consultations, their website information and their preprinted handouts, was to have the most professional, accurate result while maintaining the structural safety of our propertyBased on their deception and lack of collected information, it would not have been possible to achieve what they promised to us and what we paid for We request reimbursement for the prepaid Engineering report and plumbing tests, both pre and post, the pier installation they performed, and the amount we paid to correct the damage to the home’s structure and plumbing resulting from the incorrect pier installation by Straight Line Foundation We understand that companies can make mistakes and have accepted their apology, however, they are responsible for all damage to our property caused by their error and all associated costs for repair or replacement, including reimbursement for the unauthorized pier placement along with prepaid testing and professional evaluations

4-
We contacted
Straight Line Foundation Repair to evaluate the stability of our homes
foundation
months after the loss of a family member who
lived in the house
One of their technicians came to our home, looked at the
brick, took measurements and said that our foundation was in need of repairHe
later submitted an estimate that consisted of concrete piers, with the
majority placed on one side of the house
The estimate also included a 3rd party Engineer
evaluation and Instructional Report, and a pre and post plumbing hydrostatic
pressure test to ensure plumbing stability for a final cost of
July 30,
Straight Line Foundation was hired to address our homes
foundation problems based on the following agreement;
1.
They would install piers based on the
instructions of an Engineering Report provided by a 3rd party
certified Structural Engineer, combined
with Straight Line’s Foundation initial inspection performed months prior (4-18-2008)
2.
a pre
plumbing report to confirm plumbing stability
3.
a post plumbing report to detect any plumbing
damage
Based
on this information we agreed to pay which included the Engineers
Report, pre and post plumbing tests, and the installation of piers with a
lifetime warranty
We were told at the time of the pier installation that no
problems had been detected during the testing and evaluations by the plumber and
engineer
After the installation we paid the agreed upon amount
We were not given information, or told, about proper maintenance
of the piers, watering needs, drainage requirements, either before or after the
installation of the piersNo issues or concerns were brought to our attention
or asked of us to correct, prior to, or after, the installation of the piers
May-
In May, we began
remodeling the home’s interior and exterior
We chose not to live in the home during the full remodel but
remained there part timeAs the remodel progressed, we became aware of the
walls, brick and foundation damage that had occurred after the pier
installation
We notified Straight Line of our concerns and asked that
they evaluate the homeA technician came to the home and wrote in his notes
that all installed piers were holding and in good shapeHowever, we questioned
his comments after reading his notes in that If the piers were holding and in good shape,
how could the house be ”moving” as he
stated in his letter? He resorted to accusing leaves and lack of gutters on the
home, as the culprits for the house movement
He mentions that he sent an estimate for additional piers,
gutters and “cutting a swale” (we don’t know what that means) Although we HAVE NEVER received an estimate for gutters or cutting a
swale, we did receive an estimate weeks later, for an additional piers
that were priced higher per pier then what we had originally paid per
pier
Unfortunately, we didn’t receive a copy of his
notes when he returned in May or we have questioned them at that time
September
At request
of Straight Line, at our expense, we had a plumber evaluate our plumbing to
rule out a leakUnfortunately
the plumber didn’t perform a “hydrostatic pressure test” and although his findings couldn’t be used to
determine a plumbing leak, a copy was submitted to Straight Line Foundation for
their records.
We insisted that a technician
return from Straight Line to further evaluate the problem.He looked at
the ground and touched the dirt where the piers were installed commenting that
the piers were stable and functional. I didn’t understand how he could determine
pier stability that way, nor did the landscape technician or the roofer that
was there, but no elevations were
obtained that day
After repeated requests for the notes and the
original Engineers Report, and plumbing test results, we received the notes
four months later, although the notes didn’t look like the notes we had seen
and signed in May, and no pictures were taken at the time as was
stated by one of his comments in his notes
We never
received a copy of the Engineers Report or plumbing tests
After
months of continued requests for the initial documents and test results,
Straight Line admitted that an Engineers Report was never obtained and plumbing
tests were never performed, before or after, they installed the piers! They did not offer to send out Engineers to
assess the damage or correction needed, and we did not request that they
provide free service to usDue to their continued lies and extent of property damage,
we wanted nothing to do with this company
During that
time, we had the foundation evaluated by experts that stated the necessity
and requirement of an Engineers Report
for proper pier placement and structural safetyThey confirmed our
fears that damage had occurred to the structure of the home, foundation, brick,
chimney and plumbingA water system evaluation and pressure test, confirmed a
leakage in the plumbing and was submitted to Straight Line Foundation for their
records
The new
evaluations performed proved that the installed piers were too dramatic and
incorrectly placed causing a shift of weight toward the anterior/lateral corner
of the home resulting in buckling bricks,
broken pipes and separation from the foundation
We’ve been
instructed that the installation of the piers should not have been performed without
possession of the Engineers Report that
was promised, and paid for, and said to have been completed based upon an
Engineers evaluation providing instructions for the installation
We contacted
Straight Line Foundation and requested that they refund our money paid based on
their deception, failure to disclose
information, property damage
They
apologized for the lack of Engineers Report, not the deception, and offered to
reimburse the for the missing reportNo offer was made to repair the
damaged property, correct the pier
placement, or any other solution that could have helped us with the horrific
outcome
We have
since hired a Foundation company, Masonry, and Plumbers to repair the damages
We request reimbursement
of to cover some, but not all, of our losses
This
behavior constitutes a violation of the Texas Deceptive Trade Practices and
supports that our contract be null and void resulting in a return of all money
invested for the service performed and damage resulting from the deceptive
service
Regards,
*** ** ***

I would like to start off by saying that yes, we made an honest mistake by not ordering engineering on this jobLike I've said before, as soon as I realized this mistake I let Ms.*** know and tried to make it rightThere was NEVER any deception, as she keeps sayingI never tried to hide anything from Ms***I've only tried to make things rightI've offered over and over to have a 3rd party engineer out to her home at my costThis would prove 100% that the original work we did was done correctlyHaving a 3rd party engineer out would also prove that our original work caused NO damage to her homeShe has refused to do that
Like I said before, was a mistake made, yesWas it intentional, absolutely not! Did that mistake cause damage to her home, noWe are a stand up company with a great reputation for being honest and always trying to do the right thingWe have hundreds and hundreds of happy customersWe have an A+ with the Revdex.com and take that very seriouslyIt would never be the intention of Straight Line or it's employee's to ever deceive anyoneThat is not who we areI hope Ms*** will reconsider our offer that still stands

I've offered a resolution that Mrs. [redacted] has rejected. At this point, there has been absolutely no proof that the piers we installed caused damage to Mrs. [redacted]'s home. All elevations on the side of the home where we placed piers show that that side is stable. This was also confirmed by the other company that went out (as per their diagram with elevations provided to us by Mrs. [redacted]). Mrs. [redacted] claims that we did not offer to have an engineer of her choosing out to look at her home (that we would pay for). This is simply not true. We offered to reimburse her for the original engineering she was charged for and have an engineer go out and look at her home.
Her demand for 13,900.00 is unreasonable. She wants us to pay her almost 4 times the amount of the original job we did. She did not maintain her home properly and because of this, the other side of her home has shifted. At this point, Mrs. [redacted] does not seem willing to allow an engineer to come out and certify that we did not damage her home. I would be more than happy to pay for that.

The last response from Straight Line Foundation repair shows  a desperate plea to convince the consumer to ignore the facts of the past responses.The statements that they made are false. We accept that their original error possibly occurred as a mistake, however the continued misrepresentation shows DECEPTIVE BUSINESS PRACTICES.As with any mistake that is made, as a business or consumer,  the one who made the mistake is responsible for the results. They need to reimburse us for the money invested in their company to correct the foundation, as well as payments made to other company's necessary to  correct the problems their work caused. That amount is now over 9,000.00. 
[redacted]

Mr. [redacted] call our office on or around 7/19/2017 to let us know that he had a plumbing repair done. He said that the plumbing leak (per the plumber) was due to the "lifting" of the foundation. He asked that we reimburse him for the cost of repairs to a separated pipe. I explained to Mr. [redacted],...

that per the contract he signed, we are not responsible for any plumbing repairs due to the lifting of the foundation. I also explained that this is standard practice across the board for any foundation company. I explained that when you are lifting a house back to "as close to level as possible," there is always a chance that pipes can separate and or plumbing can break. He asked that I call the plumber that went out and found the leak. I explained that calling the plumber would not change my position, but I would call and speak with him. When I called the plumber he explained that there was a separated pipe that was probably caused by the lifting of the foundation. I told him that it was always our practice to let the customer know if we saw a break in the plumbing as a courtesy to the homeowner, but that we don't always notice breaks. I explained that we have a 3rd party plumber come out and test do a post hydrostatic test after repairs are completed (which we did). In that post test the plumber found there were "leaks present in the sanitary sewer system but no leaks present in the domestic water system. Mr. [redacted] was sent a copy of this test after our repairs were made. I asked him if it was possible that the pipe could've still been in tact when we left but about to break and that when Mr. [redacted] turned on his shower the water pressure could've completely separated the pipes. He agreed that that could've been what happened. The plumber also confined that he worked with several other foundation companies and that their policy is as ours. Foundation companies can not be responsible for pipes that break due to lifting a house. I tried to call Mr. [redacted] back to let him know that I spoke with the plumber. He did not answer. He said if he didn't answer to email him, so I did. I explained in my email that I spoke with the plumber but I could not reimburse him for plumbing repairs.  Thank you,[redacted] Straight Line Foundation Repair

Here is our response to the last comment by Straight Line Foundation Repair we received on 3-1-2016.   It took approximately six months for us to receive a final response concerning our requests for paperwork. In August of 2015, we began requesting a copy of our foundation reports and plumbing test results through voicemail messages left at the office of Straight Line Foundation.  After not receiving the information, we also began sending  email requests to Amy Thomas (receptionist) which began on: 9/30/2014 12:49:24 P.M. Central Standard Time Subj: www.straightlinefoundationrepair.com [redacted] My email - Requesting a copy of our paperwork. We were told that she would forward our email request to “[redacted]” (the installer). It wasn't until January of 2016 that we heard from the installer that they had no report or test results as our tests and evaluations were never performed.   We understand that companies can make mistakes and we appreciate that they have accepted fault. However, they also have to accept the responsibility of the damage caused by their error.   On the day of the pier installation, they mislead us to think that they had obtained all the necessary information from a Certified Engineers report for correct pier installation and a pre- installation plumbing evaluation to rule out existing pipe instability.  However, NONE of the required testing and evaluations were performed prior to the pier installation although we prepaid for those services. They had no Engineers Report for correct pier placement and no plumbing stability results to evaluate pipe stability.   For the company to continue with pier installation without the appropriate professional Engineers recommendation and guidance, placed our home at risk for structural damage to foundation and bricks, and plumbing line stress and leaks. Unfortunately, both the homes structure and plumbing has been damaged.   Although we did receive an apology from Straight Line in January 2015 for not ordering an Engineers Report prior to the installation of our piers in August 2008, there was no mention of concern for the structure or safety of our home.   The deception from Straight Line Foundation began the day the piers were installed with an “empty client folder” . We were told at the time of the pier installation that no problems had been detected during the testing and evaluations performed by the plumber and engineer. How did the company know that there were no concerns, if no tests had been performed and no Engineers Report ordered?  How would the workers know where to correctly install the piers for MY home without a placement plan or verification, provided by a Certified Engineers Report?   In reference to the home’s elevations, the company came to our home approximately three times, but elevations were not taken at every visit.   Straight Line Foundation is wrong regarding the installation placement they performed on our home. We received 11 evaluations, and recommendations with diagrams, from professional foundation repair companys and Certified Engineers, that DID NOT support Straight Line Foundations  placement of piers as an independent installation, and should not have been installed on one side of the home. All of the evaluations we received supported the concerns of structural  damage to the home, due to the pier placement performed. The new evaluations showed that the installed piers were too dramatic and incorrectly placed resulting in brick and plumbing damage, and separation of the home from the foundation. The company came to our home approximately three times, no reference was made as to when photographs were taken, or if they were taken before or after the pier installation.  Also, we were told that there was nothing in our client folder to forward to us or refer to.    Straight Line Foundation made no reference of, or offer to,  pay for  “a 3rd party engineer (of our choosing)”. They only offered to reimburse us for the prepaid Engineers Report AFTER we requested a refund of money we had paid them.   They now need to reimbursement us for the prepaid Engineering report and plumbing tests, both pre and post, the pier installation they performed, and  the damage to the home resulting from the incorrect pier installation by Straight Line Foundation.                                         ...⇄ We’re unsure as to where they came up with the amounts they listed as a “demand”  for reimbursement. When their deceptive practices became apparent to us, we requested full reimbursement for the amount we paid to Straight Line Foundation. When they refused to accept responsibility for the results of their actions, we requested that they not only reimburse us for the amount paid to their company but also, the cost of the repairs from the damage caused by their incorrect pier installation.   The comment that Straight Line has “tried over and over to resolve this with her” is incorrect. The only offer they have made, is to reimburse us for a paid Engineers Report. No offer was made for reimbursement of the paid pre and post plumbing tests. No offer was made for the incorrect placement of piers.  No offer was made for the structural damage and plumbing instability caused by their incorrect pier installation. To assume that the reimbursement of an Engineers Report, would be an appropriate exchange for all of the other costs and damages associated with Straight Line Foundation Repair errors and deceptions, is unrealistic and unethical.   We agree that this was a preventable and unfortunate situation that occurred at the fault of Straight Line Foundation.  We have accepted there apology, however that does not release them of their responsibility to pay for the damage their mistake caused. Our requests for reimbursement of our costs are very reasonable and fair. Straight Line Foundations comment of  “our company has tried to make right”  involves only offering a verbal apology and reimbursement of an Engineers Report. Had we known at the time of the pier installation that the plumbing tests and Engineers evaluations had not been performed, we would not have consented to the pier installation. We were told that day of the pier installation that no problems had been detected during the testing and evaluations by the plumber and engineer. We trusted Straight Line Foundation with our home. We trusted in them to be an honest company with integrity.

It did not take me 6 months to respond to her regarding the engineer's report. It was not until she asked me for a copy of her report that I realized it was not in her file. It took me about 3 days to research every 3rd party engineer we use to confirm that I had, by accident, not ordered it. I called Ms. [redacted] immediately after and let her know. She is correct in the fact that I apologized (over and over) for the mistake I had made. She is also correct that I did not apologize for the "deception"(as she calls it) because there was absolutely no deception. I NEVER hid the fact that I accidently did not order engineering. Her claim that [redacted] went out and did not take elevations the second time he went out to her home are completely false. She walked through the home with [redacted] when he took elevations. Ms. [redacted] claims that the original piers were not installed correctly. That again, is false. She says that she had 11 other companies out that all said this. The only proof she sent was a diagram from one company. That diagram shows that our original piers are holding great and that she needs new piers and drainage. That diagram shows the new work needs to be done in the exact place of the home that we told her new work was needed. She claims that [redacted] did not take pictures when he was at her home. You can actually see Ms. [redacted] standing in one of the pictures [redacted] took of the house. Ms. [redacted]’s claim that we altered paperwork after she signed it, is just simply not true.
I have offered to have a 3rd party engineer (of her choosing) go out and look at her home. I have offered to pay for this engineer and to reimburse her for the engineer report that she previously paid for. She has refused. Her demand of (first) $13,900.00 and now $9,400.00 are unreasonable. I have tried over and over to resolve this with her. My original offer still stands. This was an unfortunate situation that our company has tried to make right. She has refused any and all reasonable attempts to resolve this matter. I again apologize to Ms. [redacted] for my mistake and hope that she will reconsider our original offer.

The most serious concern of this complaint
regarding Straight Line Foundation Repair, is their business deception and
contractor fraud.
We
were mislead and deceived the day of the pier installation when we were told that the plumbing tests and the Engineer evaluation had detected
no problems, when no testing or evaluation had been scheduled or performed.
Further
deception was discovered in that the following legal requirements were not
performed by Straight Line Foundation Repair prior to beginning our job:
1.     
They had not registered with the City
as qualified foundation repair specialists to perform the work.
2.     
They didn’t have an original
engineering report/design required by the City.
3.     
They didn’t apply for and pull the
permit required to perform the work.
4.      
They had never hired a 3rd
party Engineer to construct an Engineers Report necessary for accurate and safe
pier placement to allow structural safety.
5.     
They didn’t have the plumbing
evaluated for stability through prepaid plumbing safety tests.
6.     
They didn’t schedule a Final
Inspection by the City, of work performed.
The
failure of SLF to follow these requirements have resulted in
structural damage to foundation and bricks, and plumbing line stress and leaks of which
they are legally and financially responsible.
Our expectation of Straight Line Foundation
Repair, based on our consultations, their website information and their preprinted
handouts, was to have the most professional, accurate result while maintaining the
structural safety of our property. Based on their deception and lack of collected
information, it would not have been
possible to achieve what they promised to us and what we paid for.
We
request reimbursement for the prepaid Engineering report and plumbing
tests, both pre and post, the pier installation they performed, and the amount
we paid to correct the damage to the home’s structure and plumbing resulting
from the incorrect pier installation by Straight Line Foundation.
We understand that companies can make mistakes and have accepted
their apology, however, they are responsible for all damage to our property
caused by their error and all associated costs for repair or replacement, including
reimbursement for the unauthorized pier placement along with prepaid testing
and professional evaluations.

Job was completed on 7-30-2008Straight Line was contracted to install 14 concrete pressed
piers. Straight Line determined the piers were needed by using a digital zip
level to take readings throughout the home. Eight of the 14 being on the right
side of the home. Six of the piers around the...

garage area.  At the time piers were installed the house
was vacant. All 14 piers were installed. Initial and Final elevations
were taken before and after the work was completed. 5/22/2014Ms. [redacted] called our office and said that cracks were
forming and she wanted to have foundation checked. [redacted] went out and found
that the house was still vacant and not being maintained properly. There were
gutters on part of the home but they were falling down and broken. The downspouts
were not connected and water was pouring straight onto the foundation. Other
parts of the home had no gutters at all. There were leaves piled up on the side
of the home and there was not proper drainage. [redacted] explained without proper
drainage and no gutters, the house was moving. [redacted] took elevations with a zip
level. After taking readings, he let Ms. [redacted] know that the elevations on
the side of the home where we originally installed piers were still holding. He
let her know that because the house was vacant and not being maintained the
house had dropped in the front of the home and 10 new piers were needed on the
front of the house. [redacted] took several pictures of the home and wrote
everything down and Ms. [redacted] signed it. [redacted] sent over a new estimate for 10 new piers, gutters,
and cutting a swale to divert the water away from the home. He also advised
that she have her plumbing checked for leaks. 6/14Ms. [redacted] emailed and asked for a discount on the 10 new
piers that needed to be installed. We let her know that no discount could be
given for the new piers. 9/30/14Ms. [redacted] had a plumber come out and sent us a report
showing there were no leaks found. [redacted] went back out to the house again.
[redacted] found that the gutters were still not installed and drainage had not been
addressed. He let Ms. [redacted] know that this was causing the new issue on her
home and she had to get it addressed. He took elevations again and found that
the original piers we installed were still holding and no adjustments were
needed on them. He wrote all of this down again and again Ms. [redacted] signed
it.   1-9-15Ms. [redacted] emailed and asked for a copy of her original
diagram and engineer’s report. I pulled her file to get all of her paperwork to
send to her. I could not find her engineer’s report. I saw on our “property
checklist” that we keep in the file that I had ordered engineering on 7/25/2008
(we always write down the date we order anything for a customer so we have a
record of it). I then called the 3rd party engineering firms that we
used back in 2008 to see if they had a copy of the report. All companies
confirmed that they had no record of the report.  Back in 2008, we faxed all of our requests to
the engineering firms. I immediately called Ms. [redacted] and let her know of my
mistake. I offered to reimburse her for the original engineer’s report and have
to also have a 3rd party engineer come out (at Ms. [redacted]’s
convenience) to look at our original piers installed and to also show her that
new piers were needed. She declined and told me because of my error she wanted me
to give her the 10 new piers and swale for free. I told her I could not do
that. I explained again, that I would reimburse her for the original engineer’s
report ($450) but could not give her over $3000.00 worth of new work for free
(like she was asking). We hung up with nothing being resolved. 2/23/2015Ms. [redacted] emailed me and stated that she wanted a full
refund of the original work ($4830.00). She stated in her email that she wanted
this money on or before 3/1/2015. I let her know that I could not do that. 3/2015We had our lawyer look over everything and decided to send a
letter along with a check for $450.00 (the cost of the engineer’s report that
was not done) to Ms. [redacted]. We never heard anything back until 10/2015. 10/2015Our lawyer received a letter from Ms. [redacted]’s attorney
demanding that we pay Ms. [redacted] $9,500.00. In the letter her attorney
included a new estimate from another foundation repair company for piers (that
she wanted us to pay for). The estimate was for $6000.00 for new piers. The
piers this new company had on their diagram were in the same place we told Ms.
[redacted] new piers needed to be installed back in June 2014. She also had a receipt
from a new engineer that she apparently paid.  I feel that this is further proof that the 10
new piers DID need to be installed. The new company also recommended drainage
(in the exact spot we told her drainage needed to be installed). All the elevations
the new company took also show that the area where our original piers were
installed are still holding. Ms. [redacted] is now saying that the original piers that were
installed by our company caused damage to her home. This is false. She says she
had several companies and engineers that will attest to this but we have yet to
see any documentation to prove that. The documentation she has provided only
proves that the 14 original piers we installed are doing what they are supposed
to be doing. I will agree that I made a mistake and somehow the original
engineering was not ordered. Our company takes this very serious. We have since
done a full audit of all of our past files. This was a onetime occurrence.  I sincerely apologize that this happen to Ms.
[redacted]. I tried over and over to come up with a reasonable solution with Ms.
[redacted]. Her demands have been unreasonable. She is now asking in her Revdex.com
complaint for almost $14,000.00.  Our position
is the same. We will gladly reimburse Ms. [redacted] in the amount of $450.00 for
the original engineering and pay for a new engineer to come out to look over
her home.