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United Structural Systems

2111 Boat Factory Rd, Pleasant View, Tennessee, United States, 37146-8107

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United Structural Systems Reviews (%countItem)

Warranty not honored
USS Issue. Address: 107 *** St Suite 100, Murfreesboro, TN XXXXX

My wife and I bought our home about 10 years ago. One of the agreements in that purchase was that the addition to the house had a foundation problem, and it was to be fixed with a lifetime warrantee; should we have future issues later.

Well, USS came out and was contracted to do the job. Over the years they have had to come out several times. When finally the owner came out and went under the house, he saw that it needed extensive repairs done that should have been caught on the front end when we purchased the home.

Prior to this time, as I stated USS came out several times putting in a number of pins. Some of those pins, I was told actually cracked the foundation, causing it to be uneven, but that the pins were doing what they needed to do to take care of the floor being level.

Now, the last two years, we have had movement again in this same area. We have a large crack on the corner of the wall; the floor is bowing as well. With several attempts to get them to come back out, we got a letter in the mail stating they have done all they can, with a dollar amount of what they have spent.

I don't believe I am misunderstanding the agreement, but to date, our addition has not gotten resolved and is getting worse. Essentially, they have told us not to bother calling or reaching out any longer.

Desired Outcome

USS, seemingly did not evaluate this job correctly from the start. I would like for USS to correct the issue they initially missed and finish the job.

United Structural Systems Response • Jul 02, 2020

USS adamantly denies the statement that USS is not honoring contracted work and the following response will provide
clarity to what the contracted warranty covers and prove the level of concern, detail and responsiveness that USS has
given to the recipient (***'s) regarding their warranty for the contracted repair.
There are several misleading statements that were submitted by the consumer that must be addressed while explaining
USS's defense to this claim.
1) In the opening paragraph it is written, "My wife and I bought our home about 10 years ago. One of the
agreements in that purchase was that the addition to the house had a foundation problem, and it was to be fixed
with a lifetime warrantee; should we have future issues later" Important to note that USS was not a part of any
real estate agreement between the seller and buyer. USS was contracted to install steel piers on a settling
addition that was added to the existing home structure. This 7 steel pier installation was to stabilize the
foundation in the area of contracted work. The contract reads that USS is not responsible for the degree of lift
and that the works guarantee covers vertical stabilization in the area piered. It also clearly states that USS is not
responsible for interior damages. The cost was $7,000 and was to be paid through escrow. USS completed the
contracted work and was paid in full through the closing attorney and the ***'s were issued a warranty as per
the contract.
2) In the second paragraph it is written, "Well, USS came out and was contracted to do the job. Over the years they
have had to come out several times. When finally, the owner came out and went under the house, he saw that it
needed extensive repairs done that should have been caught on the front end when we purchased the home."
Important to note that USS has ALWAYS responded when asked to come out for "warranty" work. USS has
responded to the concern that the foundation was continuing to settle and has performed various testing of the
contracted and warrantied system. It has been explained verbally through USS service/warranty department
that the addition was poorly framed at construction and that many of the issues that the ***'s continue to call
USS out for are unrelated to USS's contracted scope of work and the contracted warranty. The ***'s have been
communicated to numerous times that there are framing issues to both the floor, walls and ceiling that are a
result of poor workmanship by whomever built the addition and that the ***'s should seek the guidance of a
reputable contractor and/or structural engineer as these issues are unrelated to the contracted scope of work.
The ***'s continued to ignore the statements by USS but continue to call and make false claims that the
foundation is continuing to settle. USS ownership decided to send a USS commercial construction division out
to the ***'s residence and installed Drilled Micro-Piles that insured the foundation was secure and anchored
into competent "bedrock". Please note that the ***'s have never been billed for any additional work or service
(even though the majority of the visits have been unwarranted as it relates to the CONTRACT). This additional
work (Drilled Micro-Piles) still would not resolve in the ***'s mind that their foundation is not moving, and they
continue to ignore that there are other issues with the addition that are unrelated to the contracted work. After
receiving a formal, written request to again address the ***'s presumedly warranted issues, USS decided to
have an owner meet with the ***'s onsite to again review their concerns. The writer of this Revdex.com response is the
owner of USS, and the one who met at the ***'s home. Upon my visit, I (***) offered the ***'s one final
free scope of work to solidify that the foundation was not moving and that was to add additional steel piers, at
NO COST. I spent the time to again point out their areas of concern and what the cause was and that they
needed to hire an engineer or obtain a reputable contractor to resolve their framing issues. It was also stated
that this would be the last time USS would respond to an unrelated issue, but that USS would always continue
to honor our contracted scope of work. During the USS owner's visit with the ***'s, USS also provided free
shoring to the floor framing of the addition. This free and unwarranted work was another example of USS going
above and beyond the scope of the contractor. The ***'s are implying that USS failed to recognize that
additional work was required, and that the USS owner admitted this while he was at their residence. Because
USS was not a part of the real estate agreement between the seller and buyer and is unaware if the buyers
(***'s) did their due diligence to hire a home inspector....we have no idea if the ***'s should have caught these
additional issues on the front end of their purchase with the seller. USS IS NOT A HOME INSPECTOR NOR AN
ENGINEERING COMPANY NOR DO WE ADVERTISE AS SUCH.
3) In the third paragraph it is written, "Prior to this time, as I stated USS came out several times putting in a number
of pins. Some of those pins, I was told actually cracked the foundation, causing it to be uneven, but that the pins
were doing what they needed to do to take care of the floor being level." Important to note that USS has
nothing to do with the floor being level. As stated above our scope of work is to stabilize the foundation and
prevent future settlement. The contract as stated above clearly identifies that USS does not guarantee that the
FOUNDATION can be leveled. Whatever floor issues the ***'s are having is not under USS contracted work and
or warranty. Yes, the ***'s foundation has cracks. These cracks are why the seller contracted with USS to
stabilize the foundation. The statement in the ***'s paragraph is misleading when they say "USS came out
several times putting in a number of pins".....they are implying that USS misdiagnosed on the front end, when in
actuality, USS is proving that the foundation is secure and that the ***'s need to move forward with addressing
the other issues. It is important to note that USS has made multiple site visits and provided free work that would
typically cost $16,000 all while knowing that our previous scope of repair has arrested the problem and satisfies
the contracted scope and warranty.
4) In the fourth paragraph it is written, "Now, the last two years, we have had movement again in this same area.
We have a large crack on the corner of the wall; the floor is bowing as well. With several attempts to get them
to come back out, we got a letter in the mail stating that they have done all they can, with a dollar amount of
what they have spent." Important to note that USS has successfully stabilized the foundation. The issues the
***'s have stated to the Revdex.com, are not areas of USS's scope of work or warranty. The issues the ***'s have stated
are framing related and a result of poor workmanship by whomever built the addition. USS is not responsible for
issues outside the contract.
5) (SEE ADDENDUM) Staying with this same paragraph and under the argument that USS has no fault and that the
claims filed are false. USS would like to provide the Revdex.com with the most recent letter of correspondence that USS
sent as a response to the ***'s continued request to address their non-warrantied concern. (see attached
Addendum) We have stated early on that we want to clear up anything misleading. We feel that the ***'s have
gone beyond misleading to the Revdex.com when they stated "we got a letter in the mail stating that they have done all
they can, with a dollar amount of what they have spent." As you read the attached letter, you will note that it
clearly spells out everything that has been written in this Revdex.com response and why USS feels the complaint is
misleading, as you will find that NO WHERE in the letter does it state that USS has done all we can with the
dollar amount we have spent.
6) (SEE ADDENDUM) In the final paragraph it is written, "I don't believe I am misunderstanding the agreement, but
to date, our addition has not gotten resolved and is getting worse. Essentially, they have told us not to bother
calling or reaching out any longer." Important to note that USS has exhausted our efforts to prove to the ***'s
that our contracted scope of work is performing. USS has never stated that we will not honor our warranty. We
have never said or written "not to bother calling or reaching out any longer", but have rather provided our
recommendation for the ***'s to consult a structural engineer, and our willingness to meet with their engineer.
WHILE THIS CASE HAS BEEN OPENED TO THE Revdex.com, the ***'s have again called USS in a frantic tone that the issues
have gotten worse AND AGAIN USS responded, despite the false claims written to the Revdex.com about us, only to get out and
find that there are no on-going problems with the contracted scope of repair.
Consumer's Desired Resolution: it is stated, "USS, seemingly did not evaluate this job correctly from the start, I would
like for USS to correct the issues they initially missed and finish the job."
USS Desired Resolution: Homeowner's understanding of the contract and what it covers Homeowner understands
that USS was not responsible for a "home inspection" and only performed repair to stabilize the settling foundation of
the addition Homeowner understands that USS has gone above and beyond to insure that the contracted work is
satisfied
If the homeowner contracts a structural engineer, USS will still agree to meet with the engineer in order to explain all
repairs performed to date, so that the engineer can assist the homeowner with how to move forward with the proper
way to rework the framing of the addition, due to sub-par workmanship by others. The good news for the homeowner
is that this addition is now supported by a solid foundation, as a result of, the contracted work and lifetime warranty provided by USS.

A USS representative came to my home today to evaluate a problem. This young man Mitch C
was excellent, professional, knowledgeable and very respectful. He immediately got to work and then informed me of my problem. He was the fourth person to look at my problem. He quickly identified my problem. This is the company that I will be going with they are amazing the young man Mitch C was outstanding.
Diana S.

United Structural Systems Response • May 12, 2020

Diana, We appreciate you taking the time to share your experience with USS. We are blessed to have a team of honest, dedicated employees, like Mitch. We will be sure to share your kind words him. Thanks for trusting USS!

GREAT COMPANY! From start to finish everything went timely, and smoothly. We feel blessed to have had Chip as our project manager. He was very knowledgeable, professional, "HONEST", as well as a great listener to address explain and,help with our concerns. We had cracking in our walls forming, and needed structural support "NOW" before serious damages would occur. He checked the entire house inside, outside, and under. Chips drawings were amazing, and 100% accurate. His quote included the drawings, pictures, and fixes to address our needs without trying to over sell us on unneeded items!!!! Therefore we received quality knowledgeable help to address our real needs, and NOT A SALESMAN!
Much to our surprise an appointment was sent soon after for the work to begin. John was our foreman. He called prior to coming making us aware of his location time before arriving to our home. John was prompt and ON TIME! The crew came equipped with all the supplies, and tools needed for the job.
They worked hard, fast, and without causing any damages. The area was cleaned, and neat when the work was completed. Each of the crew were wonderful, respectful, hardworking people. Their workmanship was so good that USS should not only feel proud but give them each a raise. REALLY!
Now for the company itself and how good their ethics are.
They DO NOT ask for any money or payments until the job is completed!!!! There are no misleading or hard sales tactics used!!!! They do not tell you: if you sign up today we will take 10% off the cost of your charges.
Everything is done fairly, timely, without hidden costly, and HONESTLY from start to finish.

We can't THANK USS, Chip, John, and the entire crew enough for all their help, honesty, and hard great work!

United Structural Systems Response • Jan 27, 2020

Juanita, THANK YOU for taking the time to share your experience with USS. We are blessed to have hardworking, dedicated employees, like Chip, John and his crew, who go above and beyond for our customers. We will be sure to share your kind words with them and the entire USS team. It was a pleasure working with you. Thanks for trusting USS with your home's repair!

I chose this company due to hearing their advertisements on Talk Radio and from the recommendations from people I know. I had an underground water main break right outside our underground basement walls. We had water coming into our basement from the walls and our insurance recommended we call someone to come assess the foundation damage. I explained this to the lady I made the appointment with and she scheduled someone within the week. I took off of work and an after an hour of the appointment time I called to see why no one had shown up. The person who answered the phone told me the appointment had been cancelled because the notes said the issue was a water main break and they do not provide plumbing services. I explained to them I had told the lady I spoke with when making the appointment that our water main had been fixed and I was calling them to assess our foundation damage. They explained the notes did not reflect this. I asked them if they typically cancel appointments without notifying the client and they said they had. I asked them who they spoke with when they cancelled because they only had my contact information and they skipped answering the question. Another person was then put on the phone who said they don't provide the services I needed and I had to explain (again) I was not calling for them to fix my water main but assess the damage the water main bust had caused. They said they would try to get someone out to my house but 30 minutes later I received a call saying they couldn't get anyone to come out that day. The lady I spoke with said they had an employee who lived close to where I do and would send him in two days though it was his day off. The man showed up two days later and glanced around the area we had the most water coming from and he asked if we had cracks in our walls upstairs (we didn't). We showed him some cracks we had on the basement walls but he said they were normal and due to the settling of our house. We asked him about another area we saw water lines running from when the water main had burst and he said it was due to the settling of our foundation and wasn't a secondary damage area (though he didn't go over and look). On his way out we asked him about some cracks on the floor of our basement but he said they weren't anything to worry about and were normal. He was at our house for a total of 15 minutes and he said he didn't believe there was any foundation damage. Our insurance said there wasn't any other businesses that dealt with foundations and since he said it was fine, closed our claim. A couple weeks later we had a large amount of rain and water poured into our basement from the walls where it had when the water main busted. I took everything away from the wall where we had water coming in and you can clearly see moisture from where the foundation is damaged and mold is now taking over. I am very disappointed at how I was treated throughout my experience with this business especially because I had heard such great reviews about how pleased others have been from their service including the other reviews on this site. I would never recommend this company to anyone. I have made sure to let everyone I know about my experience with them and to never use this company.

United Structural Systems Response • Dec 30, 2019

Ms.,

We are sorry to hear about your experience with USS and apologize for the initial misunderstanding when scheduling your appointment. A communication note was filed to your record on 9/17 @ 10:50 am from our Customer Care Associate that a voicemail was left for you detailing the reason needed to cancel the 9/19 appointment. Again, we apologize that this message was not received and resulted in additional stress. The Project Manager who met with you on 9/21 noted that he saw hairline cracks at the time of his assessment, which did not necessitate the need for a structural repair quote at that time. If you are open to discussing this further, please contact our main office at (615) *** and ask to speak with Shannon. We'd greatly appreciate the opportunity to make things right and work toward earning back your business.

Kindly,
USS Management

We recently had work done to lift a front porch that was sinking below the brick line. Garrett was the employee that came to do the work. He explained every detail, was polite, timely and professional. He worked slowly and methodically to ensure that as he was lifting the concrete, that he did not damage the brick surround. We are extremely pleased with the work. Garrett left the site neat and clean. We are scheduled to have additional work done this week and are hopeful that the team they send is just as great as Garrett was. We hope that Garrett is recognized for doing such a great job! and would recommend your services to anyone that needs concrete lifting.

United Structural Systems Response • Aug 15, 2019

We appreciate you taking the time to review USS. Your kind words and recommendation mean the world to us. We will be sure to pass them along to Garrett. Thank you for trusting USS with your porch repair!

Damage done at my home during contracted work. "Reimbursed" with unsigned check from business that I can't deposit/cash without a company signature.
On April 4, 2018, workers from United Structural Systems (USS), of ***, ***, *** XXXXX, (XXX) XXX-XXXX, were at my home at ***, Hendersonville, *** XXXXX, to install floor jacks in the crawl space. A service for which I agreed to (and did) pay $5,000.00.

At one point during the installation, my television service went out, so, I called *** (I have the *** service) to come out and diagnose the situation.

I was told that the Modem, Router and boxes were all fried. After replacing all of those for free, he found that the television still had no signal. He spent 5-6 hours trying to figure out what was wrong. He drove to several locations in the area to see if perhaps a remote circuit might be the problem, and it was not.

When the *** Tech returned to my home, he went into my crawlspace to track the incoming cable. What he discovered was that the cable had been damaged when the floor jacks had been installed. One of the USS workers, in attempt to repair it, tried taping it back together. Unfortunately, two of the wires were touching each other, and obviously that was not a good thing, and it blew out all of the *** equipment, and fried my TV.

After all the damaged *** equipment had been replace, he tried the TV again. This time, there was a very brief signal with no volume. After he restarted the TV again, the volume returned, but then the TV shut off for good and that was the end of that.

Mr. ***, the *** Sr. Tech that came out, advised me that the wires the USS worker had taped together under the house, had fried all of their (***'s) equipment, and my TV. He further stated that he actually was supposed to bill for the equipment they had to replace since it wasn't ***'s fault it went out, as well as the time it took to replace it, but later told me that he was able to get a waiver for those charges.

I contacted *** of USS, and after explaining the situation, she asked that I replace my TV, and forward her a copy of the receipt, and that she would have me reimbursed.

On April 19, 2018, I forwarded to *** the receipt for replacing my TV from ***, in the amount of $800.85.

I heard absolutely nothing back from *** or any rep from USS. I had to leave town do to my work and had my mail on hold at the Post Office. When I returned, 7 weeks later, there was a check in the mail dated April 30, 2018 in the exact amount of $800.85. The problem was, the check wasn't signed. No signature at all.

On June 13, 2018, I emailed *** the following.....

"Hello. I just got back in town after being gone over a month. Your reimbursement check in the amount of $800.85 was in my mail. Unfortunately, my bank won't accept a check that's not been signed by the authorized person writing the check. Please reissue."

I will send you a photo in separate email.

Thank you

***
==========================
The response I received shortly after my sending the above message was a "I am out of the office until Monday, 6/18" message. Well, today is June 27, 2018, and I've still heard nothing from *** since mid April.

When USS completed their work at my house in early April, I immediately paid them what was agreed to and what I owed, $5,000.00, no questions asked. They ruined my TV, agreed to reimburse me for the new one, and here we are almost 3 months later, and all I have to show for it is a check with no signature and no response to my emails. This should have been resolved within 2-3 days of receiving the receipt for my TV, not 3 months later.

While I believe that the work they performed on my home was satisfactory, it's not about that, it's been my experience that their customer service is all but non existent, thusly, it would be very difficult for me to recommend them to anyone.

Desired Outcome

Immediate, and I DO mean immediate reimbursement with a valid check in the amount of $800.85!

United Structural Systems Response • Jul 03, 2018

Our Accounting department received this notification and has reissued a 2nd check in the amount of $800.85. The original payment was processed along with approximately 250 checks from USS's Account Payable department. Our accounting manager was surprised to hear of this oversight, and regrets that this unsigned check was not caught when enclosing the payment to be mailed.

In review of our notes for this client's account, USS immediately granted the request of the homeowner to replace his television, without hesitation. On 4/13, a voicemail message was left for the client to please submit the receipt so that the accounting department could issue a check. On 4/19, the receipt was received from the homeowner. On 4/30, payment was mailed to the homeowner for this reimbursement. Upon our first notification on 6/13 from the homeowner of our oversight, and slight processing delay due to several employee's summer vacation overlaps, a second check has already been mailed to our client.

I am so thankful for the work that was done by this group due to a problem in my yard. I am relieved to have found the answer to the problem and to get it corrected. I feel like I have the value of my home back.

Kenny came out to look at the situation and give me the initial quote. He explained things so well and prepared me for the process ahead. I felt very comfortable and confident in his knowledge and how he treated me as a customer. Mary was also patient and helpful in coordinating the schedule.

The guys doing the actual digging/filling were so nice to work with. They kept me informed and were willing to answer questions thru the process . They were so pleasant and personable. Everything was left looking good and entirely cleaned up - which says a lot after such a big project.

They made this a great experience in a tough situation!
I would highly recommend them to anyone in need of their type of services.

United Structural Systems Response • Feb 02, 2018

We appreciate you taking the time to write this review. Your kind words and recommendation mean the world to us. We will be sure to pass them along to Mary and Kenny. Thank you for trusting USS with your home's repair!

Great job by USS. Kenny W came out and estimated the project. He was courteous, on-time and professional. His team showed up exactly when they said they would. Completed the project in the time estimated at the cost they had quoted. Left the site clean. I asked a few questions while they were working and the guys were again, very courteous and helpful. I would highly recommend this company. My neighbor also had a good experience which is where I got the recommendation.

United Structural Systems Response

Thank you for trusting USS with your home's repair and for taking the time to share your experience! We appreciate your kind words and recommendation. It was a pleasure working with you!

Several years ago after a protracted dry spell, a corner of our home sank enough to cause separation in the mortar joints of the concrete block foundation and cracks in the brick veneer. I don't remember how we discovered USS, but Jason M (who we discovered was a friend of our daughter's family) came to make repairs. This involved removing brick, anchoring and jacking up the corner section, repairing the mortar joints,mind replacing the brick--quite an involved undertaking. It was completed professionally and we were completely satisfied with the completed job.

Based on this positive experience, we again called USS for help when the 3 brick steps leading to our front porch settled approximately 1.5 inches, Kenny W surveyed the job and made recommendations for the repair. This involved working in confined spaces on either side of the steps between shrubbery and the front wall. The USS crew (sorry I was gone and failed to get their names) completed the job, refitting the steps and repairing the concrete joint. I have no idea how they did it so neatly, but that's why you call a professional! Great job.

Should we need work in the future, USS will do it. That is the best recommendation I can make.

United Structural Systems Response

Your recommendation means the world to us. Thank you for taking the time write this review and for trusting USS with your home's repairs. We appreciate your kind words and will be sure to pass them along. It was a pleasure working with you!

I would like to send a compliment to the Revdex.com about
Jason Z who is project manager for the USS,2111 Boat Factory Rd.,
Pleasant View, TN 37146.

I called two companies to get an estimate and also recommendation for my
aggregate walkway and driveway. I already had one company come out and
Jason made an appointment for the next week. Jason with USS was so
thoughtful when he called to tell me that he was running 20 minutes
behind and told me how sorry he was. He said I will be at your home in
20 minutes. He had been held up at his previous appointment.

When he got here and I opened the door, immediately I felt completely at
ease.....his attitude , manner, cleanliness, neatness. First of all I
wanted him to look at a section of my walkway that was buckling. I had
been told by the other company and a neighbor that it just needed to be
leveled. After checking it out and digging a little he told and showed
me where I had a big tree root causing the problem. He was very
professionally told me his company only did leveling and he was so
sorry. We looked at the rest of my drive and the part I was concerned
with was broken into pieces. Again he couldn't help but called someone
who could help with all of it and reassured me. He sincerely cared.

It was so refreshing to have a contractor that was down to earth,
honest, likeable, knowledgeable, responsible, service oriented,
reliable, professional, trustworthy and caring. I have never had this
type of person to bid on a project or do work for me. Jason is a
rarity. He also gave me his card and told me to call him if I ever
needed help. Any company would be more than proud to have an employee
like Jason.

United Structural Systems Response

Thank you for taking the time to share your experience with USS. We appreciate your kind words and will be sure to pass them along to Jason.

I just wanted to send a message to the USS team to say thank you to everyone involved in the repair work done on the foundation of my house. Due to the financial investment I was going to incur, this was not an easy decision for me to make and one that I would be making on my own. At the onset, I did seek quotes from other companies in order to ease my mind and to assure myself that I went with the best company. While USS did not supply the lowest quote for the job, it was USS that I opted to go with for the project. In the end, I placed my trust in the leadership of Aaron W to have my best interest in mind. His willingness to talk to me and educate me on the problems I was facing along with his professionalism and knowledge were key factors in my decision. On 101117, the team of Billy C. and Sam were sent back to my house to make some additional repairs. Billy was great at explaining the additional work they would be doing and very helpful to me in advising me on things I needed to do as the homeowner to assure products that were installed and covered under warranty remained in operable condition. Both Billy and Sam were extremely easy to deal with and their information and guidance was greatly appreciated. I feel that the entire team went above and beyond what was expected during this process and for that I am extremely grateful. I cannot express enough just how much I appreciate the help of all involved.

I wish USS much continued success in the future. As a customer, I can honestly say that how nice everyone treated me during this process along with the education I received played a crucial role in making this a pleasurable experience.

United Structural Systems Response

Thank you for taking the time to write this review. We appreciate your kind words and will pass them along to Aaron, Billy and Sam. It was a pleasure working with you!

I found USS to be very honest and of high integrity. Project Manager Mitch came out to my home for a free evaluation and gave me an honest opinion of my situation and did not try to sell me anything I did not need. I was very happy with their service and I would recommend USS to a friend. I will be using USS for any of my foundation service needs.

United Structural Systems Response

THANK YOU for this review. Your recommendation means the world to us. We will be sure to pass along your kind words to Mitch. It was a pleasure working with you!

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Address: 2111 Boat Factory Rd, Pleasant View, Tennessee, United States, 37146-8107

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