"We appreciate your interest in our products/ services member. I am sorry that we couldn't earn your business this time but hope to assist you in the future with any repair needs you might have. TerraFirma is founded on integrity and customer service. All of our inspections include a thorough examination and a detailed description of the benefits and functionality of our recommended product/ fix. All of the inspections are performed by trained, certified professionals. All of our products/ services are backed with an iron clad warranty. All of our bids are competetive within industry standards. We may not always be the least expensive choice/ option. The bottom line is, TerraFirma is a company that stands behind its reputation (you will get more than you are paying for, we will do exactly what we say we are going to do, and the problem you wanted fixed will be resolved- permanently!) and takes pride in providing our customers with the best service in the industry (the work area will be cleaner than when we arrived, extra care will be taken to avoid unnecessary damages, you won't pay the final balance due until you are satisfied with our work, and we have a customer service department available for timely responses to post- work concerns). There is value in choosing a contractor that understands the importance of earning the trust/ respect of every customer they have by adhering to the values listed above. Again, we appreciate your interest in our products/ services and hope that we can help you out in the future with any foundatin repair needs that may come up."

"TerraFirma is pleased that you were happy with the results of your project member. This is the result we strive for on every job we perform. Foundation projects can often be tricky because it is impossible to see what you are actually dealing with until you have the area excavated and prepped. As was the case with your project, you sometimes find that the foundation is inadequately built or has deteriorated over time to the point that is not stucturally suitable. Unfortunately, this typically causes a delay to the work schedule. TerraFirma will always make sure that the installation of a particular product (in this case- push piers) is performed correctly and attached to an adequate load-bearing surface before any stabilization/ lift is performed. This is the only way to guarantee that the work we perform will permanently fix the problem. All of our crew members are trained, certified, and committed to providing our customers with the best service in the industry. We are glad that Chad and his crew represented this commitment on your project member. TerraFirma greatly appreciates your business and we look forward to assisting you with any future repair needs that may come up."

"TerraFirma is a foundation repair contractor dedicated to customer service and providing the best products/services in the industry. We apologize member for the lag in communication from the initial visit to follow-up with the engineering info. This is not the way we do things. Customers who inquire about scheduling an inspection receive professional treatment from the minute they call in. All of our staff is trained and certified in foundation repair and customer service. We have implemented scheduling software to ensure that all appointments are documented and any follow-up needs are met timely. We confirm every appointment at least 3 times (e-mail and/or phone) to make sure we meet our customer's needs. We enter the results of every appointment into the system as well so that we have the information readily available should a customer call in with any questions or concerns. We send out follow-up letters and e-mails to make sure that the appointment was handled professionally and all needs were met. All of this is done to ensure we don't run into any situations like the one described in the report above. We are sorry that this happened in your case member. The foundation repair solution that was presented to you was a permanent fix. There are a lot of cheaper "band aid" fixes out there. When TerraFirma lifts a portion of a house, we guarantee that the area worked on will not settle again. These projects consist of excavating the foundation out and installing 3" steel pipe into the ground. The reason a house settles in the first place is inadequate soil under the foundation itself. The only way to permanently solve this problem is to take the existing soil out of the equation. The 3" steel pipes penetrate the active layer of soil and get down to suitable load-bearing strata. Steel brackets are then atttached to the home's foundation. We can then raise the strucutre back to its most practical state of recovery. These types of projects are labor intensive and require specialized steel/ hydraulic products. The end result is a stabilized foundation that will allow your structure to stay put. Again, we apologize for the miscommunication you experienced with our company. Steps have been taken to ensure this does not happen again. I hope we have the opportunity to earn your business again should any repair needs pop up. Thank you."

"TerraFirma is pleased that you were happy with the results of your project. We definitely apologize for being late on the first day. All of our employees are trained professionals at what they do. Part of that training is performing customer service. We are continually training on better and more efficient ways to mobilize to the job site (with correct inventory items in hand) and communication. We are not perfect, by any means, but strive to improve each and every day at these aspects of the service we perform. We understand the importance of our customer's time and try to adhere to all promised schedules. Construction projects sometimes run into snags once unforeseen conditions appear after the area is excavated. The most important thing is to get it right and prevent future call backs due to poor craftsmanship. Our goal is to improve on our standing as the most trusted foundation repair company in the industry. Feedback from important customers, such as yourself, provide us the opportunity to make things right and improve on our skills. Again, we are happy you ended up with the result you were looking for and apologize for the glitches along the way. We hope that we have earned your trust and look forward to assisting you in the future with any repair needs you might have."

"TerraFirma is pleased that you gave us the opportunity to quote your basement waterproofing project. We are glad to hear that you had a professional experience with Patrick. All of our inspections involve the customer as much as possible. We strive to make sure that the customer completely understands what we are proposing and why we recommend doing it that way. We document everything that is discussed during the inspection to make sure the project is completed as process once the customer decides to move forward. We ask questions during the inspection to make sure we accomplish everything you want addressed with our work and more importantly, we ask questions to make sure the customer understands what he/she wants accomplished out of the work. This ensures that the customer will be 100% satisfied with the work being done by TerraFirma. We are sorry that we couldn't help you out this time but look forward to the opportunity to earn your business again in the future. We definitely appreciate the recommendation to all of the other Angie's List members. Thank You."

"TerraFirma Foundation Repair is a company that specializes in foundation, basement and crawl space problems. We have a wide variety of products and services that are designed to permanently address and solve these types of problems. We will not attempt to perform services that we do not specialize in or install products that we are not willing to stand behind with the best warranty in the industry. We do not believe this would be in the best interst of our customers or in line with our goal of becoming the most trusted foundation repair company in Oregon. What we do for our customers in cases like the one posted by the Member above is network with other industry related professionals and refer only the companies that have the same principles and dedication to customer satisfaction that we adhere to and demand on every single project we work on. All sub-contractors we refer have been checked out and pre-screened to ensure they meet TerraFirma standards. TerraFirma is dedicated to serving you, the customer, and providing the best home repair experience possible. If turning down the work is in your best interest, that's what we'll do. We, as contractors, value you and want to earn your business and referrals. We look forward to adding the Member's name to the growing list of satisfied friends and neighbors who have chosen TerraFirma to perform (or in this case, assist with) the work on their most valuable investment- their home. Thanks for showing interest in our company Member. We appreciate it."

"Thank you Member for the kind review of the repair we performed on your home. TerraFirma is extremely pleased that you were happy with the work and satisfied with the results. That is our ultimate goal on every project we install! In going over your project at our weekly production meeting, Chad, Greg, Stephen and Kyle all commented on how helpful it was to have the owner of the home interested and truly involved in the project. This definitely increases the likelihood of a happy customer because he/she is involved throughout the process and understands what is happening and why. I am also glad that the guys were able to answer your questions and provide insight into what was going on throughout the project. This is an important step to providing excellent customer service and why we require training and certifications for all of our employees at TerraFIrma. 100% customer satisfaction is what we shoot for on every project/ service we perform. I look forward to adding the Member's name to the growing list of satisfied friends and neighbors who have chosen TerraFirma to perform the work on their most valuable investment- their home. Thank you again Member for the business. We appreciate it!"

"In talking with Chris about the job he proposed for the member above, it turns out that we were not too big for the job but rather the project required some services that TerraFirma does not provide. Tree roots present a very tricky problem that requires an arborist to determine whether or not cutting the roots out will cause damage to/ or kill the tree completely. We see situations all of the time where tree roots are popping up to ground level and cause a "heaving" effect on the foundation that causes cracking in the concrete. Typically, we have customers call up an arborist to assess the situation and remove the problem tree roots prior to us coming out and stabilizing the foundation. Once the tree roots are removed by a specialist, the void that is left can allow the foundation to be left hanging in the air unsupported. This is when TerraFirma comes in and installs underpinning to provide adequate support for the foundation. TerraFirma performs projects on all types of structures, both big and small. What we won't do is perform work that we don't specialize in. This is in line with our goal of becoming the most trusted foundation repair company in the industry and providing our customers with 100% satisfaction. TerraFirma appreciates your kind words above and thanks you for your interest in our company. Hopefully, we can assist you in the future with any repair needs you might encounter."

"We are sorry that we were unable to help you out with the crack in your patio foundation. We strive to provide all of our potential customers with the proper diagnosis/ fix and perform a service at a fair price. In conducting an inspection, TerraFirma looks for a way to fix the cosmetic issues(ie-cracking) by addressing the reason why the concrete cracked in the first place. Differential settlement and unsuitable soils create a wide variety of problems when it comes to concrete foundations. Customers often think that a crack in the concrete is a simple fix or can be filled with epoxy/ grout and everything will be ok. The problem is that this is a "band-aid fix" in most cases and will only re-appear in the future because the root problem was not addressed. Settlement cracks appear when the soil becomes saturated and "swells" up or when the soil dries out and "shrinks" down. TerraFirma's support systems are designed to permanently fix the problem and address the reason why the cracks occurred in the first place. Oour underpinning systems are installed to depths that go beyond the active layer of soil and get down to suitable load-bearing strata where your foundation/ patio can be permanently stabilized and, in most cases, raised back to a more level condition. Often times, projects end up being bigger and more expensive than customers expect. I can assure you that this isn't because we are making them bigger to make a project more profitable. The projects are the size/cost they are because we feel that what we estimate is what it will take to do the project right- no more, no less. It is our goal that every project we do work on ends up with you, the customer, 100% satisfied. Again, sorry that we were unable to perform the work on your patio. Hopefully we can assist you in the future with any repair needs you might have. Thank you for showing interest in our products/ services."

"TerraFirma appreciates the kind words and wants to thank you for showing interest in our products/ services. Some of the potential projects we look at, unfortunately, don't need any of the products or services we provide. While that doesn't make us happy, we will not take on a project unless it involves something that we specialize in. What does make us happy is satisfied customers. So, even if we can't do the work, we want every customer to end up with a rewarding repair project. We do this by networking with other professionals and compiling a list of "TerraFirma Approved" companies that we are willing to refer out on projects we don't handle. We only recommend companies that show the same dedication to customer satisfaction and quality control that we abide by on every project we perform. This ensures that you, the customer, will be satisfied and receive the right type of service for your particular needs. Hopefully we can assist you in the future with any repair needs you might have. Thanks again for showing interest in TerraFirma. We appreciate it."

"We appreciate the kind words. TerraFirma prides itself on providing each and every customer with an outstanding experience. We are glad that you recognized our dedication to professionalism. Thanks!"

"TerraFirma is glad that you were happy with your experience. We definitely do not try and push anything onto our customers. We will make recommendations on the proper way to fix your foundation problems. While we definitely hope to earn your business and perform the work ourselves, we will give advice and point our customers in the right direction. Thanks again for the report and hopefully we can help you out again in the future."

"TerraFirma prides itself on being a highly reputable and ethical company. It is our foremost concern that our employees our honest and open, and that our customers are satisfied with all aspects of their interaction with our company. This employee is no longer with the company. In an effort to ensure no misdiagnosis or unscrupulous practices, we have a hands-on diagnostic process with the home owner. In addition, all our findings are now reviewed by an independent engineer to validate the results and confirm the solution prior to work being preformed. We are very sorry about your experience and assure you we have taken the appropriate actions to eliminate any future issues."

"TerraFirma is glad that you got what you paid for. We are built on integrity and appreciate when customer's give us a review reflecting that. We are also glad your house isn't going to slide down the hill now! When lifting a structure that has settled over time, sometimes windows and doors become out of alignment. These doors/windows maybe were even put in after the settlement had occurred. Once you lift the foundation back to level, these items will be off. The important thing is that you have a stable foundation now and can fix the cosmetic things once and for all. We appreciate the feedback and look forward to assisting you in the future with any repair needs."