Complaints policy
If a job booked through this site has gone wrong, this is the timetable we hold ourselves to and where you can go if it isn't enough.
| Step | Who | By when |
|---|---|---|
| You call (256) 870-2453 and ask for a callback about a problem, or email hello@rocketcityfoundation.com with the address, the date of the inspection or the work, what was agreed, what happened and any photos | You | Whenever you notice it; if a crew is still on site, say so and it is dealt with that day |
| A person acknowledges the complaint and names who is handling it | Us | Within one business day |
| A site visit for anything about workmanship, so the problem is looked at before it is discussed | Us and the contractor | Scheduled in that first call |
| A written answer: what was found, what will be done, and the date it will be done by | Us | Within ten business days |
| The repair, if it falls under the contractor's workmanship warranty or a manufacturer's warranty on a pier system or pump | The contractor, with us staying on it | On the date in the written answer |
| A written explanation if the problem is not covered, and what your options are | Us | Inside the same ten business days |
The work itself is done by an independent contractor under the agreement you signed with them, but we booked it and we chose them, so we take complaints about both. When the fault lies with the contractor, we raise it with them for you and stay involved until it is put right. If you are not satisfied with where that lands, you are not obliged to stop with us. The Alabama Home Builders Licensure Board (hblb.alabama.gov) licenses residential contractors for jobs at or above its $10,000 threshold and takes complaints about them; the Alabama Attorney General's Consumer Interest Division (alabamaag.gov) takes consumer complaints generally; and for permitted structural work, City of Huntsville Building Services or the building office that issued the permit can look at the inspection record. Nothing on this page narrows any right you have under your contract or under Alabama law.
Insurance is a separate matter. Where a claim is involved, the insurer decides coverage; the contractor documents the damage and we do not promise what a policy will pay, and no one connected with this site will waive or absorb a deductible. A complaint about how a contractor handled a claim comes to us; a complaint about the insurer goes to the Alabama Department of Insurance. Every complaint, what was done about it and when, is kept on file for two years, and we read those files when deciding which contractors keep receiving bookings. A pattern of complaints ends the arrangement.