TerraFirma Foundation Systems Inc

For the last few months, the TerraFirma team has been working with Mr*** to reach a satisfactory resolution to his complaintOne of the reasons why thousands of homeowners in the Pacific Northwest have trusted us with repairing their homes is because we treat everyone with respect, and we
always listen to our customers and ensure that all of their needs are met. We’ve been in constant communication with Mr*** ever since he made his complaint, and we believe that it’s important to exercise discretion in order to keep conversations productive with himWe don’t believe it would be fair to any parties involved to release information or respond to accusations that are currently being sorted out through proper channels. Thank you for reaching out to us, and if you have any questions, please don’t hesitate to contact us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Subject: Complaint *** Hi there, I recently filed complaint number *** with the Northwest office of the Revdex.com regarding TerraFirma Foundation Systems Inc of Roseburg, OR. I’m writing because my complaint has been automatically closed, but the business has subsequently followed up with me directly and we have reached a satisfactory conclusionWould you mind updating the file to reflect that? Many thanks, *** ***

Complaint: ***
I am rejecting this response because:This complaint was filed before legal proceedings were initiated - I expect a full response to the claim We are closing in on the 60-day mark before this response was finally received from Terra Firma which is outside the bounds of Revdex.com protocol, likely an attempt to manipulate the system and avoid a response under this "justification" to a very accurate claim I consent to have all consumer information shared.I look forward to clearly illustrating to all Oregon and Washington homeowners the truth about how Terra Firms conducts business
Sincerely,
*** ***

Good Morning – We would like to request additional time to resolve this complaint.  This customer is often out of town on business and we have been unable to connect with him directly.  Our COO has left him messages and his email indicates that he is looking forward to speaking with...

him.  Our hope is that we will find a common ground and fully intend to work with Mr. [redacted] until we can reach a resolution. Can you please update our file as we are actively working directly with the customer for resolution.   Thank you,   [redacted] – Director of Customer Experience TERRAFIRMA FOUNDATION SYSTEMS 761 NE Garden Valley Blvd. | Roseburg, OR | 97470  D: (541) 492-2402 | Fax: (541) 229-405     The information contained in this message may be privileged, confidential and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify your representative immediately and delete this message from your computer. Thank you.

Complaint: [redacted]Revdex.com and Oregon/Washington Homeowners,
Please note that I am now addressing TerraFirma’s first
“real” response to a complaint filed roughly 110 days ago (and the response is
still riddled with missing facts and untruths). Months went by before their
lawyer responded with a regurgitation of carefully vague talking points, not
about whether they caused the damages, but about the extent of their
responsibility. The mantra I’ve seen from TerraFirma is “lie to get by”, unfortunately
for them this behavior isn’t sustainable and will soon catch up with them.
Their response is wholeheartedly rejected, the missing
facts are expected though, given our experience with TerraFirma thus far. At
this juncture, given the numerous opportunities we have offered TerraFirma to step
up and do the right thing we now look forward to our upcoming legal engagements
where TerraFirma staff will be under oath and we see if they actually perjure
themselves.
Before I step through my response, I should note that
TerraFirma staff has already admitted negligence throughout this nightmare scenario
repeatedly in front of wide audiences who will testify to this in court. Additionally,
many of these conversations were captured in varying formats by said attendees
and will likely be part of the conversation when we decide to move this
discussion to public forums.
Our Response:
On January 5, 2017, prior to their
inspection, TerraFirma represented that they would perform “a thorough
inspection on both the inside and the outside of the property. [The Inspector]
will be able to diagnose the problems you are facing, the reason(s) they are
occurring, what options are available, and provide you with a written estimate
for any work that (we) may need completed.” TerraFirma’s website also claims
among other things that they will provide a free inspection by “specialized
in-house foundation experts” who have “warranted solutions for structural
issues of all types.” Based on TerraFirma’s representations, we extended the
inspection period on a home we were evaluating for purchase, so we could
receive their analysis.
After TerraFirma inspected the residence, we
asked whether additional work would need to be performed on the foundation. In
response, the TerraFirma representative explained that the foundation was in
good shape and only needed a sump pump for the water intrusion issues. Therefore,
based on these representations, we made an agreement wherein they were hired to
install a sump pump at the residence and did not require any additional
foundation work as part of close (Inspection results were given in front of a
wide group in attendance).
TerraFirma then attempted to install a sump
pump at our new home and did so incorrectly (admitted to by field staff with
witnesses). Therefore, immediately after installation, severe flooding took
place in our basement and it was then determined that the solution for repair
was a whole new foundation slab in addition to the sump pump.
On or around March 20, 2017, to remedy their first
mistake, TerraFirma removed the basement slab of our home to install a new one.
Unfortunately, Terra Firma failed to adequately support the house when removing
the slab and also cut the main supporting beam in the basement. This took place
after a lengthy meeting between TerraFirma, the general contractor, and
engineering staff to ensure this result wouldn’t happen and to avoid this very outcome.
TerraFirma understood the main supporting beam couldn’t be cut and did so
through sheer negligence causing serious property damages throughout the entire
home, including but not limited to: separation in the hardwood floors; cracks
and ripping in the drywall and ceilings; damage to doorframes and floors
separating from baseboards. Also, the floor on the main level of the home
sloped noticeably to one side.
After damaging the basement slab, the
interior, and exterior of our home, Terra Firma agreed to repair the damage
they caused. Because the basement was a finished space, we made it clear that when
they poured the new slab we could not lose any ceiling height. Terra Firma agreed
and therefore, on or about April 17, 2017, they poured a new basement slab.
After the new basement slab was poured, it
was discovered that even with the additional planning and assurances from TerraFirma
staff that we would not lose any ceiling height, they had, again through pure
negligence, poured the slab too high resulting in a significant loss of ceiling
height, rendering the new space basically uninhabitable.
We agreed to have TerraFirma fix their next
mistake and pour another new basement slab to remedy the height issue. In
removing the faulty floor slab, significant damages to the west, south, north,
and east foundation walls occurred due to the intense jackhammering work, which
shook the entire house for an extended period of time therefore, worsening the
problems to the rest of the home as described in previous paragraphs.
Lastly, to comment on one other component of
the claim that centered on the lewd behavior witnessed at our home in which TerraFirma
staff urinated in our garden when we were away, street view, in front of our
neighbors. The TerraFirma response says that they discovered no evidence
of such behavior but will continue their investigation. This is false, there
was no investigation. In actuality when this transpired and neighbors
approached us about the situation I reached out directly to the chief operating
officer of TerraFirma and was told by him that he didn’t believe the report. I offered to have him
speak directly to the neighbor who witnessed this disgusting behavior and he
promptly declined. Let me say this another way, the COO of a company that just
caused hundreds of thousands of dollars of damage to my new home through pure
negligence treated us with immense disrespect. This is the epitome of the
behavior I’ve seen from this company, it is clear they do not value their
customers.
Oregon homeowners, you tell me - If you hired
TerraFirma to inspect a home you were evaluating for purchase prior to close
and they told you after their inspection that your foundation was in good
shape, that only a sump pump was needed to fix a small leak… and when you hired
them to complete this “small” job they proceed to improperly install the sump
pump causing additional flooding, then they tell you they need to remove the
foundation slab of the home to fix their previous mistake, but in doing so
negligently cut the main support beam of the entire home causing ripple effect
damages throughout the home from the basement to the 3rd floor… then
to fix that mistake they pour a whole new slab, but pour it much too high even
after preemptive meetings and promises from field staff this wouldn’t happen…
next, they rip their new slab out with lengthy home shaking
jackhammer work… this is followed by a wall of the home collapsing… and after
all of this they claim that they only caused damage to one of the four walls of
the home and that is all they feel they are responsible for… what would you
say? That’s what happened to us and the answer is that no woman or man in their
right mind would agree with this ridiculous TerraFirma assessment.
Signed,
[redacted]