Advanced Foundation Repair

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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]

Arch has a deceptive 'lifetime' warranty that cant be transferred to a new owner after 30 days.
I purchased a house that had foundation work previously done by Arch. When I went to sell the new owners wanted the warranty transferred, so I called Arch to do so. They said it cannot be done since it expired and no transfer was done when I purchased the house. They said it is the homeowners responsibility to transfer or the warranty expires. They describe this as a transferable lifetime warranty. It shouldn't be called lifetime if in fact it does not last that amount. Instead they hope you dont transfer then their 'lifetime' warranty expires.. making it limited not lifetime and they then try to sell a limited warranty to you. I dont need work done and neither does the new owner but we simply want them to stand behind their lifetime guarantee and transfer the warranty. Otherwise they are dodging responsibility for future issues

Company's response below:Mrs***,In response to complaint #***. We began this roof Christmas week which was the week agreed upon by the owner. It was a metal roof with a lot of detailed work which is very time consuming to begin with. The job also entailed siding
replacement and a complete rebuilding of the chimney chaseTo make matters worse, after removing the old roof which was in bad shape, we found a large quantity of rotten wood that had to be changed outIn hindsight, Christmas week was a bad choice of time frame to begin the job because, unbeknownst to me, the metal roof supplier was shutting down their business for the entire Holiday from Christmas through New Years. The delivery of the metal roof panels and accessories was incomplete and when we tried to get the additional materials needed to complete the job we found that the metal roof Supplier, *** *** ***, would not be open for business again until January 4th. The job had to be put on hold because of this unfortunate series of events. When the supplier did re-open we had to wait a few more days for them to deliver the special order materials needed to finish the job. On top of this we had rainy conditions to deal with causing further delays. We did have tarps on the skylights but due to windy conditions some of the tarps blew off and resulted in some minor leaking around the skylights. To my knowledge no major damage occurred. I was in contact with Mr*** throughout this process and he was quite understanding and patientthat is why I was surprised to hear about this complaint. It turns out that he did not write the complaint. The complaint was apparently written by his *** and he was not even aware that she did itWe did move forward with the project once the materials were delivered and I pulled all manpower from different jobs to make this one a priority, including working on the weekend in an effort to get the job done. We did complete the job but are currently waiting for a meeting with the *** *** to see about some additional fasteners he wants us to installThis should be resolved within the next few days. It is important to note that we did not require the customer to pay any money as a deposit and to this day have yet to ask for any money at all as it is our policy for our customers to pay upon completion. *** *** ***

I have a Lifetime Warranty on the foundation work from Advanced Foundation Repair (AFR) on my home.

When cracking issues began to appear, I called AFR and paid $75.00 for an inspector to come out to see the issues I have with the foundation work they did. There are cracks along the foundation wall are where Advanced Foundation Repair repaired the foundation in 2013, and cracks in the kitchen adjacent to this wall. The cabinets were and still are separating in the corner and I have new cracks appearing almost weekly inside my home and a new crack that appeared this past summer, 2018, along the same foundation wall. This inspector said the issues I have are related to the attic! (?)

Then I called again, and another inspector appeared who agreed that I did indeed have foundation issues, but said "let's wait until the summer's over and see if that helps the foundation." (?) As mentioned above, a very large new crack has now appeared and I have reasoned, "waiting for the summer to be over" has not remedied the problem, but has made it much worse. He also went on to say that he would talk with the owners and would get back to me with a resolution. I had already told him that I was not as trusting as before because of what I was told by the first inspector, (whose statement to me, appeared to be rather foolish!)...that my "issues were related to the attic," to which he disagreed and agreed with me, that it was the foundation wall to which Advanced Foundation Repair (AFR) had worked on was the issue. He also stated that I "could TRUST HIM, he will get it resolved!" When I did not hear back from the second inspector in several weeks, I called AFR and spoke with CS (name withheld) who pulled my file and told me that the second inspector had written a report that there was "nothing wrong with my foundation." I explained to her the above, but have never heard anything else from AFR.

I verified with both of these inspectors that the watering for my foundation was adequate, and they both said "Yes." I also have an extensive watering system especially designed to water the foundation. I also have gutters around the whole perimeter of my home.

I forwarded an email on 01/06/2019 at 9:44AM requesting to hear from AFR by Friday, 01/11/2019 in reference to these issues. No response.

As mentioned, there is now a new crack from the ground foundation, up the wall of my home...not from the attic towards the ground...meaning: the issues with the cracks in my foundation outdoors and indoors, have nothing to do with the attic!

Also BE AWARE...that the Lifetime Warranty backed by the Texas Foundation Warranty Trust, DOES NOT APPLY UNLESS ADVANCED FOUNDATION REPAIR GOES OUT OF BUSINESS. MY OPINION IS, THAT THIS IS A BIT MISLEADING! (Verifiable by Texas Foundation Trust's website)

I had another foundation company come out to give me an estimate for the wall that Advanced Foundation Repair has a "Lifetime Warranty" on, and their estimate was approx. $6,000.00!

We did very promptly respond to her leak issue and successfully repaired the leak which was a leak at the chimney flashing Although new chimney flashing was not included in her proposal we did install new flashing to fix the problem and we did not charge her for itWe also, at her request,
payed a licensed electrician to inspect the light fixture where some if the water from the leak had dripped through We do take steps to prevent rodent intrusion We are not, however, a pest control company and our warranty does NOT cover pest control Rodents can be very persistent and can find ways into the attic especially at the soffits and eaves You hear a lot about unethical contractors who take advantage of customers and the Revdex.com is set up to help prevent thatI assure you that I have not built my business over the past years by being unethical While it is never good to have an unhappy customer there is a point at which customers cross a line and begin to take advantage of the contractor. I believe that this customer demanding that we pay for her pest control is such a case*** ***Tell us why here

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

2009 foundation repair plan&procedures implemented by Arch were inadequate&inappropriate.Arch is refusing to repair the foundation under the warranty.
*2009, hired Arch for a foundation repair for property located at *** Park *** XXXXX. Arch rep was Gilbert ***
*Arch completed the repairs in Nov 2009.
*Arch issued to us the engineer's report & lifetime warranty certificate on 11.25.2009
*We noticed foundation issues reappearing in 2013.
*In 2014 contacted Arch & reported to them foundation issues reappearing in 2013 & worsening. Arch inspected the foundation May 2014. Arch indicated the issues were new issues and not covered under the 2009 repair & lifetime warranty. We requested add'l info. Arch never provided to us info regarding the causes of the reappearing foundation issues; or the basis for indicating that these were new issues and not covered under the 2009 repairs & lifetime warranty.
*Also in May 2014, Arch attempted to sell us an add'l repair product. Arch rep was Mike Palmer.
*Again contacted Arch in July 2017.
*Arch inspected the foundation on 9.11.2017. During the inspection, the inspectors (head inspector was Ben *** observed, measured & photographed cracks & other problems. Also, they reported to me a measured .8 increase in elevation. They asked when these foundation issues started reappearing. I responded in 2013 & that in 2014 we contacted Arch due to the issues worsening; that Arch conducted an inspection May 2014. I also asked for involvement of the engineer.
*During 9.25.2017 phone call with one of the Arch inspectors regarding their 9.11.2017 inspection, this inspector relayed to me that Arch needed to undertake additional repairs.
*On 9.26.2017, that same inspector forwarded to me the following via an email: "After taking my elevation readings back to my office, to thoroughly analyze the measurements-I have concluded that the work we did has not moved since we installed supports. No warranty work is needed at this time."
*On 9.27.2017, I responded to that same inspector detailing my disappointment in his response & why I was perplexed about his response of 9.26.2017.
*I have not received a response to my 9.27.2017 email.
*Arch reports were either not issued; and/or, facts were not provided to support Arch subsequent contention that the foundation issues we reported in 2014 & 2017 and that Arch inspected in 2014 & 2017 are new and not covered under the 2009 repair; and/or, do not accurately reflect the observations & measurements reported to us by reps of Arch.
*The conditions that caused the foundation issues prior to the 2009 repair are the same conditions that exist now with the exception of the 2009 foundation repair.
*I expect the 2009 foundation repair plan & lifting procedures to have considered & incorporated solutions to address those conditions prior to the 2009 repair.
*That the new condition is the 2009 foundation repairs. That the foundation issues that started reappearing in 2013 and worsened in 2014 and that we reported in 2014 & 2017, must be directly attributable to the type of piers, improper depth and construction implemented by Arch.
*We contacted Arch in 2014 & 2017 and attempted to resolve the matter with them. As of today, Arch is being non-responsive and is refusing to repair the foundation under the warranty that was issued to us as part of the 2009 repair.
*10.3.2017 email (cc Arch), contacted the engineer that worked w/Arch on the 2009 foundation repair. Via 10.5.2017 email, Engineer referred me back to Arch & indicates he would inspect foundation for $500. Also, it appears Arch did not engage engineer about 2014 & 2017 issues we reported to them.
*I intend to contact the Arch GM directly today, via email.
*We attempted to contact The Texas Foundation Warranty Trust (Trust); however, we can't locate an email, phone number or address for them. The Trust has a website but no contact info. Trust issued the warranty jointly with Arch.
*Foundation issues are worsening. We don't want to void the 2009 warranty by hiring another company.
*We paid $6025 for the 2009 repairs.