"We agree Preston and Roxanne’s communication fell short of our standards. The biggest issue in your review is you stating your relationship with the Engineer was usurped by your contract with Structured. You chose and hired a Third Party professional engineer, asked us to evaluate and bid off said Engineers finding and you even went so far as to decline some of his recommendations. Since our agreement states that ”…The house will be lifted until, in the sole opinion of Structured…further raising will produce or create unacceptable damage to the foundation.” We stopped lifting once new damage occurred. Engineers do not lift houses, they put together a plan that works on paper. No one knows or can anticipate how an individual structure will react to being repaired. That is something you discover as you are repairing a home. When the crew noticed that additional stresses were happening they made the decision to stop lifting and stabilize the property per our agreement. The Engineer certified our repairs as complete; they did not ask us to lift further, they did not even question our repairs, which they do when they feel it is necessary. We also want to elaborate on your conversation with Preston’s Manager, Van. Van spent time with you, he tried to explain the process to you, he apologized to you for Preston’s lack of communication after repairs. He explained repeatedly that he was here to serve you and wanted you to understand your repairs. He only mentioned the lien because he wanted to prepare you in the event you did not pay your bill. Companies have a legal limit of time in Texas that they can protect their financial interest in a property they have repaired. We don't have the luxury of extending that time frame. Again, we apologize for the things we could have done better but we feel you trying to sway potential new customers because of your lack of understanding and half-truths is unfair."

"When the customer called our company out to do an evaluation of his property in December of 2023 he told our analyst that he had recently purchased the home and was worried about a crack. The analyst took elevations and explained that he was concerned that the previous owner may have repaired the cosmetic issues while the foundation was in a down position. He explained that the goal of foundation repairs was to return the foundation to as close to its original horizontal position as possible and stabilize it from future movement. He did say that the goal is never to close cracks, in fact, new cracks may appear during repairs, especially when cosmetic fixes are done to a home in a settled position. The customer authorized repairs and a Third-party professional engineer was hired. The engineer confirmed our repair was reasonable before we installed in February of 2024 and certified the repairs were complete after. When the customer called in April of 24, we scheduled a Quality Assurance Specialist to visit his property. The Analyst explained that sheetrock cracks are typically caused by the framing moving and tearing the sheetrock, whether during settling, or lifting. When we repair a home’s foundation, we do not know the current condition of the framing or how it will react to the lift, or if current cracks will close or new cracks will appear. Our goal, as stated before, is to return the foundation to as close to its original horizontal position while minimizing new damage. Cosmetic fixes are the homeowners sole responsibility after structural issues have been completed."

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"This is a difficult complaint to address. Some of the complaints listed did occur, but the description of them and how they were handled are not even close to being accurate. The complainant has been completely unreasonable and impossible to converse with in a calm and professional manner. He has spoken to five different people within our company who tried to help him with each of his ascending complaints. In each case, he yelled, screamed, and ultimately hung up on each one as soon as something was said that he didn't want to hear. One of our employees even resorted to text only conversations so there would be written documentation moving forward. When we finished with the installation of the roof, the complainant was pleased with the work. The "problems" started after he was billed for some rotten decking that was discovered during the removal of the old roof. Since this was a cash transaction rather than an insurance transaction, the homeowner was financially responsible for the cost of the replaced decking. Once this customer got angry, he was relentless. He began complaining about real and imagined things and items that we were responsible for and some that we are not. We are trying to be patient and satisfy his expectations even though he is making it nearly impossible to do so. Had this been any other customer in the exact same circumstances with the exact same complaints, this situation would have been resolved as soon as we were made aware of any issues. I would suggest that anyone reading this "complaint" and our response, read some of our almost 3,000 5-Star reviews. You will then be able to make a judgement as to whether or not this "complaint" and our response to it is likely accurate or not."

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"Thank you for taking the time to review our company."

"Thank you for taking time to review our company!"