By Jerri Stroud, BBB Editor
Jason Courtney started mudjacking in high school, when his dad and a partner began a concrete leveling business as a part-time endeavor in 1987. He went to college with plans to become a doctor. But after he finished college, his father asked him to work for the business for a year before going to medical school. He’s never looked back.
The Courtneys and a partner launched Helitech Waterproofing & Foundation Repair as a full-time business in 1992. They later bought out their partner, and in the mid-1990s, they expanded into commercial work and civil construction.
Helitech now has 169 employees in four offices offering residential and civil construction work. The residential division serves customers in Missouri, Illinois, Iowa and Kentucky. The civil division serves the Midwest as well as southeast and mid-Atlantic states. Some employees have been with Helitech 20 years or more, and the average tenure is eight to 10 years.
“Our vision was to base this on faith and family,” Courtney said. “We treat employees like family and are involved in their personal lives. It’s been an amazing journey.”
Helitech has developed customer relations management software to track and ensure communication with the client from the initial phone call through the satisfaction survey at the completion of every project.
“The goal was to take the customer service experience from good to great, for every customer,” Courtney said. “We want everything to be as instantaneous as possible. We want the customer experience with Helitech to be easy and painless.”
Courtney says the company takes care of each client as if they were the only client, and he says the call-back percentage for customers needing to resolve service issues is less than 3 percent.
“If you call and you have an issue, we can respond with same-day service,” he said. “We pride ourselves on using technology to get to people as fast as we can. We want every customer service issue handled within two service days.”
Each product has a dedicated crew, foreman and superintendent to increase customer confidence as the project proceeds. When the work is completed, a supervisor walks through the project with the customer to explain the installation, address questions and to make sure the company is meeting the customer’s expectations. Upon completion, each customer receives a survey to rate the team’s performance.
Helitech has a severe weather action team to assure it’s prepared for any storms that threaten to flood homes in their service areas. The team makes sure that all hands are available to respond when the phones start ringing.
Courtney said the company and its owners have Christian values, but you don’t have to be Christian to work there. The company does want employees who believe in and practice integrity and honesty.
“You’re going to see our values in me and other people around the company,” he said. “We do whatever we need to do to make the customer experience not just good, but great.”
Several Helitech employees have participated in mission trips to Haiti, and the company makes donations or sponsorships for numerous local organizations.
Helitech Waterproofing & Foundation Repair, 8251 Bunkum Road, Caseyville, Ill. 62232
President: Jason Courtney
Mission Statement: At Helitech, we provide great services and solutions for our customers, while continuing to be a God-focused, family-friendly company that cares for each and every employee. Helitech strives to serve its employees and their families by establishing a great work environment and company policies to build character, strengthen people, and promote family.
Our friendly, knowledgeable, and professional staff comprised of project specialists, customer service, and safety representatives help educate, problem-solve, and alleviate stress for our customers. Our vision is to be the recognized and trusted leader of the basement waterproofing and foundation repair industry. Being an industry leader means we will achieve customer service excellence, exceed safety requirements, and utilize guaranteed, American-made products alongside superior installation practices.
BBB prepares profiles of BBB Accredited Businesses and BBB Accredited Charities as part of its TORCH Awards process. Helitech Waterproofing & Foundation Repair is a winner of the BBB St. Louis 2016 TORCH Awards.