If something's gone wrong
Here's how to tell us about a problem with a job booked through Gateway Foundation Works, what we'll do and how quickly.
Last revised November 2026 · Questions: hello@gatewayfoundationworks.com
Raising it
Phone (314) 932-9816 and say it's about a complaint, or email hello@gatewayfoundationworks.com. Please include the house address, the date of the inspection or the work, what you were told, what actually happened and any photos. If the crew's still at your house, say so and we'll deal with it that same day.
Our timeline
- Within one business day: a person confirms we've got your complaint and tells you who's looking after it.
- Within ten business days: you get a written reply saying what we found, what we'll do about it and the date it'll be done.
When the complaint is about workmanship, we go and look before we debate anything. If the fix falls under the crew's workmanship warranty or a product warranty, we arrange it. If it doesn't, we explain why in writing.
Who answers for what
The repair is carried out by an independent contractor under the agreement you signed with them. We booked it and we chose that contractor, so we take complaints about both. If the issue is with their work, we take it up with them for you and keep at it until it's settled. The referral disclosure sets out the arrangement.
If we can't put it right
You can take a complaint to the Missouri Attorney General's Consumer Protection Unit (ago.mo.gov). For work done under a permit, the building office that issued it, such as the City of St. Louis Building Division or St. Louis County, can look at whether the work met code. You can do either at any point; you don't have to wait for us first.
