Waco Foundation Repair, Inc.

We will be specifically opening up piers # 23-& 8-your paperwork with pier map has piers numbered to give you the idea and what we discussed on my original visit

Thank you for your responseThe foam was checked by the manufacturer and again by the technician before installing it and it was up to specifications, we had been in contact with both during the entire process and have detailed photos of the work performedWe understand your concerns that it took some time for the technician to install but the sofa had to be UN-upholstered to gain access to the the foam core underneathA thorough inspection was done on the springs, cushion and everything was intact and operationalThe repair work order was signed from the technician showing a satisfactory jobAt this point the manufacturer will not re-address the cushion as the work order is now complete

Complaint: ***
I am rejecting this response because: Ashley at Waco Foundation Repair called me and made an appointment with me to have *** *** come to my home to resolve the issues of my complaintThe time was set for 2: PM on 6/28/No one from Waco Foundation Repair came to my home that day and no one called explaining why or to rescheduleThis is the 3rd time this has occurred since the work was done at my residenceMy complaint is still unresolved
Regards,
*** ***

Complaint: ***
I am rejecting this response because:From: *** *** [mailto:o***] Sent: Wednesday, February 01, 12:PM To: info Subject: COMPLAINT #*** Hello, My name is *** * ***. I have a complaint pending with Waco FoundationTo this date I have not received a return phone call from anyone at this company in monthsI must get this matter taken care of nowThis is beyond bad management/work, this is we don't care we got your moneyWhat are my options? Please help me! Sincerely *** * ***
Regards,
*** ***

WFR fully intends on taking care of the needed warranty work so rest assure we willI cannot stress enough to you that past jobs, weather, being short stafed has played a huge factor in a lot of customers getting rescheduled but again it will be taken care ofThank you

Would like to meet with *** *** as she stated that a former employee *** had met with her and left little to none info or notes on what needed to be donei have no problem backing any and all warranty issues if there are anyplease have *** *** contact *** at office to set up a time for
me to look at property so that I can get an idea of what we need to addressthank you and sorry for the inconvenience.*** ***President

Im a little thrown off gaurd by this complaint after I pulled the file from the last visit we had on 10/14/over a year agoThe notes that I made on my file with visit was not to make any adjustments to the piers that were installed in but just water more around the foundation in which as
part of the warranty is something that the customer should do on a regular basisNow if something has made a change since then I will be more than happy to make any and all necessary adjustments requiredIf so please call the office to set this up and speak with ***Thank you

Complaint: ***
I am rejecting this response because: ***, we didn’t discuss anything on our original visit. You were running late and ran through here in about minutes. You said you would call me to let me know what needed to be done and what date you could schedule it for. I have yet to receive a call from you. This is the first we’ve had any description of what you are proposing to doWe have the drawing of the piers from the original quote but never received a revised drawing with the internal piers drawn in. Can you please send us a copy of that? We would appreciate itJust looking at the drawing we have, we don’t understand why piers 1-aren’t being looked at? We have serious cracking and dropping on that side of the house. We’re also concerned about piers 13, 14, and 19-because of uneven door jams, cracking, and you can feel the slope in the floor. We’re also concerned about at least one of the internal piers. You can see the drop in the ceilingIf you feel you need to come look at the house again, please give us a call. You can call my husband’s mobile number ***Otherwise our question now is, who will address the concerns or questions we have concerning the additional piers? We do want that June 16th appointment. However you can see we have additional questions
Regards,
William & Joella Mckeel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: At this point we can't accept or reject his response because...

we still don't know if he's actually going to show up to do the work.  He's already been a no show twice.  We want to know exactly what his company is going to do.  We've asked repeatedly for an explanation of the scope of work they plan to do.  And have not received anything in response.  The only reason we know anything about the June 16th date is because of what Revdex.com sent us.  He has yet to contact us about that date (which is ANOTHER month later now) and see if this date will work for us. 
Regards,
[redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because:In response to the complaint reply I have filed with the Revdex.com; In their response to the complaint, Waco foundation repair stated that I fabricated part of this ordeal. However this is not the case. First, the issue was not with how long I waited for them to come out to my home. The original issue was requesting a call back from management or the owner, which I never received. On Tuesday April 26th 2016, Waco Foundation Repair was scheduled to be at my home 8 am. At 9:45 they had still not arrived. I called the office and the receptionist told me they were running behind. It would after 3pm when they would arrive to start the repairs. She advised me that I would receive a call 30 to 40 minutes before they were to arrive. At about 4:35 pm they were still not at my home. I made a quick run to the convenient store. Please note this store is less than 1 mile from my home. At 4:45 I received a call from the receptionist telling the crew was at my house. I informed her I was right up the road at the store. I also told her I would have been at my house if I would have received the call to tell me they were on their way. I was home within five minutes from that phone call. The start of this job did not require Waco Foundation Repair to have access to the inside of my home. My second issue with their response is the hole right out door. As I stated this was a repair job for them to fix a pier that was under warranty.  I do not know anything about foundation repair. It is frustrating knowing that this company cannot complete a job to its fullest. I was told specifically by the supervisor that they would be returning the next day to fill the hole that was left behind. It still has not been filled. If I have paid in full for this service, then I expect the job to be fully completed. In the email response from Waco Foundation Repair, [redacted] stated that on numerous times that I called in and stated that the hole was open and just needed to be adjusted. That is 100% un true. The supervisor over the crew doing the work on April 26th is the same supervisor that came to my home prior to the repair date to assess the damage. He knew that the hole was not open. I don’t feel it is my job to open and prep a hole for a company that I have already paid to repair my foundation. My resolution remains the same. I want the work that was under warranty repaired. I want the hole right out my door that I use daily to be filled.
Regards,
[redacted]

We will get Mr [redacted] on schedule to come back again to work on this hole as soon as my next available date is open.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I understand that you accepted the word of an unqualified repair person. Just because he signed a form saying my couch is OK doesn't remedy the fact that I will need to now spend my own money to find a more qualified repair person to fix my brand new $4000 couch. In addition to using two vacation days to babysit the unqualified repair person now I have to spend a lot of my own money to fix a brand new defective product from Palliser. You should inform [redacted] and your customers that products and service from [redacted] are unacceptable and should be avoided at all costs.
Regards,

We have already stated that we would come back and address the hole issue. due to ALL of the rain we have got we are running extremely behind but fully plan to get to this. Please call our office as we will have to fit this in so it may be with short notice. thank you [redacted]

As I sent in the email earlier the warranty was never transferred into your name. the is a form that has to be filled out in order for out "LIFETIME TRANSFERABLE WARRANTY" to be valid with the home and has to be done within 10 days of closing on the property when you purchased it. This home has...

changed owners now 3 times with you and has never transferred from anyone and we have no record of this happening. If I had the proper documents for the transfer I would be more than happy to do that for you. Otherwise a fee will need to be paid to reinstate that warranty. So its not that I wont stand behind the work or the warranty but there is procedure to follow in doing this and if the sellers would have done their part and disclosed all the correct paperwork to you other than a copy of a check this would not have been an issue.

Complaint: [redacted]
I am rejecting this response because: I have been waiting for over a year and a half for them to get me on and keep me on their schedule. I have been polite and patient for too long. My wood floors are being ruined by the huge hump that runs through my dining & living rooms and I have begged and pleaded for a resolution. I will not wait for a call that never comes any longer. I need to get my house on the market since I have already moved to another state. I have made the owner of Waco Foundation Repair aware of this. I cannot get any response at all from him except for the canned "We are working to get you on the schedule". Just give me back my money and I will find someone else to do the work.
Regards,
[redacted]

Mr [redacted]-My apologies to you for our schedule being so far behind in which is the case. first it was all the rain and now it has been previous jobs that are taking more time than allow for. we strive to do our best and take care of each customer personally and fully intend to back any warranty we...

put in place. as you stated I have spoke to you personally but like I said I fully intend on taking care of this its just I need you along with many others to be patient with our schedule due to us just be over loaded and only have so many people working and so much daylight during the day. again I fully intend to take care of and will be in touch with you as soon as we can get out. thank you. [redacted]

We are sorry you are having issues. However, we have not received any contact regarding the severity of the issues since your last service order when we advised you of the watering. If you will please contact our office at [redacted], I would be more than happy to return, look at the issues and...

address it. I apologize for any inconvenience you have had, but rest assure we will take care of the problems you are having.Thank you and we look forward to your call.[redacted]

Mr [redacted] I will be more than happy to come look at this. I cannot control concrete from cracking and I believe we have had several conversations in regards to this. It has been a few years and I know that since we did your job there has been massive flooding that not only you but a lot of my...

customers have experienced problems that are not at fault by poor workmanship. I cannot control mother nature and that I do know when that job was done it was satisfactory to my knowledge a few years back. I will be more than happy to take a look to see if there is a solution on my end I am a few weeks on booked with appointments so let me know a good time. Thank you

I have emailed you personally and let you know that we are behind as I am with everyone. I plan on getting to you within the next 2 weeks. Thank you and our office will be in touch.