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Report: #1329345

Complaint Review: GL Hunt - Fort Worth Texas

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  • Reported By: Yrokayak — Arlington Texas USA
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  • GL Hunt 1606 N Sylvania Fort Worth, Texas USA

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They pride themselves in offering great customer service and have been in business since 1987, however, what they don't tell you is that only applies to new customers not the ones they've already serviced. They also claim that they have a lifetime transferrable warranty, and if anything happens they will come out to take care of it. They are listed on the Good Contractor's list and have an A+ rating from the BBB. Well, that's what comforted us to purchase the home in the first place, we thought that we are in good honest hands if and when the foundation needed any further repairs. 

To start off, the previous owners couldn't transfer the warranty in our name without doing a plumbing test, we said ok not a big deal, although if you think about it why is it needed for a warranty transfer, it's not like I'm asking for service, they said well we want make sure that there's no exisiting damage. Excuse me, if there was, why didn't you fix it? Long story short we did the plumbing test and there were minor issues which we paid for to be fixed. This process took a month, so I thought to gather more information about the work the previous owner completed. I called the company and asked to speak to the Project Manager that oversaw the work, after telling me the story he then tries to sell me a whole new plan of repair claiming that the original plan was a temporary fix, and he recommended having an egineer's report completed.

So I didn't think that a new plan is needed and all I wanted to make sure of is that in fact the foundation needs repair. I called an engineer to come out and do a report; shared all the information with him and he said that there's no need to do any new work. The work previously installed just needs some adjustments and that the way the house is built is on a interesting grading plan, the property is sloped to drain from southwest to northeast. The engineer's report validated my fears of 1. There's been shifting 2. The contractor doesn't want to service the warranty.

I sent the report to company urging them to come and take care of the issue, an admin assistant tells me that the PM is on vacation and we can't schedule the work until he returns, so it will be next week and we will call you back to schedule. Next week comes and goes without a call, so I called them and another admin assistant schedules me 1.5 months out and gives me a date. I asked why so late, it's already been 2 months of just trying to get the warranty and get a service call, she answers with we are busy sir, and that's the earliest we can do. I said ok, fine, we're on the schedule that's all that matters. So yesterday, I get a call from them asking me if it would be ok to move my service date a week out; I said no way...afterall the hoops I've jumped through...I told the Admin that it's not ok and asked to speak to someone in charge, she put on some guy saying he's the GM and that is the same guy that has been delaying everything from the start. He starts off by apologizing, and said no this is not ok, he says sir we are busy this is "our busiest time of the year" so? I cleared my shcedule to make sure I'm available so the house gets fixed...he proceeds to say that's the best we can do.

In conclusion, this company advertises its reputation of customer service and warranty just to get your $$ and afterwards they will do everything you can think of not to service their warranty...In other words, if you are not a revenue generating case, you don't exist and they don't care it is either their way or they highway....disgusting contractor can't keep their word not take care of their customers...Do Not Use!

 

 

This report was posted on Ripoff Report on 09/21/2016 07:54 AM and is a permanent record located here: https://www.ripoffreport.com/reports/gl-hunt/fort-worth-texas-76111/gl-hunt-gl-hunt-structural-foundation-repair-customer-service-warranty-fort-worth-te-1329345. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
0Consumer
2Employee/Owner

#3 REBUTTAL Owner of company

Response to Customer

AUTHOR: G.L. Hunt Foundation Repair - (USA)

POSTED: Tuesday, October 18, 2016

I have very much read and reviewed the file before I ever responded.  I never go in blindly before responding to a situation.  I listened to every recorded call between you and my company, I reviewed the file, and the field notes.  Your filing a complaint on the rip off report and with the Good Contractor's list had absolutely no bearing on how we handled the situation.  Very rarely do we ever have complaints filed, and as you can see you are the first to file a rip off report.  I do apologize we were unable to make you a satisified customer.  However, if you would like to respond or discuss any further please call our office.

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#2 Author of original report

Response to Owner

AUTHOR: - ()

POSTED: Thursday, September 22, 2016

Thank you for taking the time to respond to the report and tell your side of the story, you should’ve taken the time to review the situation prior to escalating this far. Let me set the record straight, in all my business dealings I value two very important things. 1. Honesty 2. Integrity, without the two you can’t say a person has character. So at least we seem to have commonalities there, that’s a great start in my opinion. Furthermore, I’ve never had to go to the extent of filing a report and calling people to resolve an issue and it really bothers me having done so.

I’m glad that the previous homeowner had such a pleasant experience with your company, and nothing would make me happier than for us as the new homeowners to have the same relationship. As mentioned in your answer, we abided by the process and didn’t push back on that at all, just so you know, if you heard different let me know. True, you reached out early and that was received positively for sure, we didn’t argue about the dates or the process. You mentioned the plumbing test, and we welcomed it because as you stated it would give us and you the peace of mind that there’s no water intrusion. Agree with you that the test didn’t pass, however I will push back on your statement regarding the leak. The leak sir was on the south side of the property by the fence due to failed coupling in the sprinkler system away from the home, that’s the water side. As far as, the SS Hydrostatic test completed, it failed as well. However, let’s be clear that it wasn’t due to a leak, it was due to the fact the cleanout cap that is made of rubber had a hole, causing, the hydrostatic test to fail. Let me also add that I’ve had the property tested 3 times including the one your company paid for. The plumber you hired didn’t even attempt to pin point where the leaks maybe. We had two different isolation tests completed. ($150-550) * 2 = ($300-$1100)

The sentence that you mention making the adjustments first than repair the leak was never mentioned by any of your staff member, nor did they ever mention the 90 day wait period. This is the first time I hear of those two stipulations. Let me also elaborate, after we finally repaired the leaks, we went ahead and ordered an engineer’s report ($400), that way we are all on the same page and in fact adjustments are needed…called the company and asked to be scheduled. Had to wait a week prior to finally getting on the production schedule…Why does it take a week to get an appointment?

Currently sir, we doors that will not close or open properly…We have cracks all over the walls in multiple rooms. Put yourself in our shoes, new homeowners out all our hard earned money into an investment that is failing and our only saving grace, cornerstone support don’t seem to care or sympathize…What would you do?

The construction industry is always faced with delays, I know this firsthand as well, but there’s a critical path that you try to manage so that you minimize the impact of unforeseen circumstances. So for your GM to tell me that this is your busiest time of the year, doesn’t really convey a delay. On the contrary, it conveys that the firm doesn’t regard warranty calls in the same manner they regard revenue generating calls. And for him to also tell me that the 10th is the best you can do with merely apologizing didn’t help my frustration.

You’re in business to make money, and trust me I want you to make money and stay in business, I have a personal interest in your success as it relates to my home.

 

As far as you rescheduling the October 3rd date to the 5th that didn’t happen until the Good Contractor’s list representative called your office and talked to one of your staff members. Why didn’t your GM offer that date? Or even said let me look into it and get back with you?

 

The intent of this report is to voice my frustration as it pertains to my experience with your firm thus far…I have the ability to update it and reflect the actions taken by your company to resolve my concerns and frustrations. You mentioned voided warranties…What are you inferring by that?

 

This report was originally filed prior to any of the last paragraph in your rebuttal took place, so I hope you are not trying to insinuate that I’m trying to stab you in the back.

Character and integrity do still matter, but without honesty and respect, there’s neither character or integrity.

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#1 REBUTTAL Owner of company

Response to Rip Off Report

AUTHOR: G.L. Hunt Foundation Repair - (USA)

POSTED: Thursday, September 22, 2016

Thank you for taking the time to file a complaint on the rip off report.  I took the time to review the time line of the situation, as well as all the notes on file, and felt I needed to respond to this complaint.

Yes you are correct we have been in business since 1987 and there is a reason we have an A+ rating with the BBB, a G+ rating with Google, an A rating with Angie's list, and many more positive reviews out there.  We are not perfect by any means because human error does happen on occasion, but we try our hardest to do the best we can for every customer.

This report is innacurate on many levels and I would like this opportunity to explain why.  The previous homeowner of this home had a long standing great relationship with us.  They never had any problems with the warranty transfer as they were the ones that entered into the agreement and understood there was a process.  The process is put in place for a reason to protect both parties in a warranty transfer.  You would be horrified at all the new homeowners that have purchased a home without all the information and end up getting ripped off.  So our warranty insures that all parties are on the same page throughout the process.

The first part of the process starts with the current owner submitting a request to transfer the warranty.  In this case, we received this on June 21, 2016, but unfortunately it did not include the new homeowners contact information which caused a delay in the process.  Once we received the new homeowners information we immeditiately scheduled a warranty transfer appointment for July 14th, 2016.  That date was set to allow the plumbers 2 weeks to get their plumbing test completed. Please see next paragraph.

Along with scheduling a warranty transfer inspection appointment we also order a plumbing test.  Water is the number one source for pier failure.  So any time a service order is called in we order a plumbing test from a third party contractor.  It's free of charge to the customer (which if ordered by themselves would cost between $150 and $550).  The end result will give them piece of mind that their home has no water intrusion and their biggest asset is protected.  Unfortunately, we can not dictate the schedule of the plumber so we typically allow them two weeks before we go out for our inspection to get this test done.  Once this comes back passing we do an inspection.  This way if the home needs adjustments we can get that done for the new homeowner.  In this particular case the home had a major plumbing issue.  The area in which the plumbing was leaking was in the area where the piers were installed.  We would typically go ahead and make the adjustments and then have the homeowner repair the leak.  In this case the water intrusion did not allow us to make the repairs until after the leak was fixed.  We request to wait 90 days after the repair to allow the soil to dry.  This way we can make proper adjustments without inconveniencing the customer again at a later time.

The plumbing repair was made on 7-25-2016.  If we were to follow the warranty protocol we would have scheduled this adjustment on October 25, 2016.  However, since there was a delay in the begining and the new homeowner was already upset by this we went ahead and scheduled the adjustments quicker on October 3rd.

Yes folks, this is the construction industry and anything can happen.  Our goal is to stay on a job and make sure every customer is 100% satisfied.  We ran into a problem at a customers house that caused us to be on the job 5 days more than anticipated.  This unfortunately causes us to push all jobs back slightly.  This doesn't happen often, but we do our best to accomidate as much as possible.  So in this case we did have to move the job to the following Monday, October 10th.  I wish I could make the construction industry fail proof.  I wish I could promise things would be perfect and we would never go over deadline.  Those things I can not promise.  I can, however, promise that your job will be done right.  I can promise that we honor every warranty that is in compliance and we work with every customer to help them during each process.  I can count on one hand the number of warranties that were voided since 1987.  We try our best to never void a warranty.  So you can understand why this report not only hurt me as a business owner personally, but upset me that we have a customer that would go to this extreme to bash my company eventhough we did nothing but follow proper warranty protocol, try to help him even through a major plumbing leak, and even called him back yesterday after we got jobs moved around to offer him a sooner date of October 5th not even know this report had been filed.  If you want to know if you can trust my company....read my reviews, ask for our book of testimonials written by many satisfied customers, and I also have a list of customers you are welcome to call.

"We believe character and integrity still matter."

Owner

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