Complaints

This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Groundworks, LLC

  1741 Corporate Landing Pkwy Virginia Beach, VA 23454-5929

  
• 

  AquaGuard Foundation Solutions

  875 Pickens Industrial Dr Marietta, GA 30062-3100

  
• 

  Ohio Basement Authority

  1270 Hill Smith Dr Wyoming, OH 45215-1228

  
• 

  Foundation Systems of Michigan

  3805 Elmers Industrial Dr Traverse City, MI 49685-8311

  
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  Foundation Systems of Michigan

  5985 Clay Ave SW Grand Rapids, MI 49548-5769

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted ohio basement systems on 4/28/23 to level a porch on an investment property my business had purchased. The came out 2 times and both times were unsuccessful. Then a person named ***** said they were gong to replace the entire porch. I contacted ***** for several months and nothing happened. ***** then told me to talk to his boss. His boss is *****. I have been contacting ***** for several months now with no results and empty promises. Finally last week he told me there would be someone coming out 7/1/24 to start on replacing the porch. No one showed up.

  

  Business Response

  Date: 07/03/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Production Manager informed us he will be out on 7/15 to with the subcontractor to oversee the completion of repairs.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent out a salesman that was not completely honest about the condition my driveway would look after leveling was done the end of May. My driveway is not level and because of this caulk they used my garage is flooding when it rains. They said if the caulk is removed it will void the warranty. They just came out again and all the told me was what they can't do. They said they could grind down the uneven concrete pads but the agate would show and look worse. I was told my driveway pads would be level and stable and they are not level and now my garage floods when it rains.

  

  Business Response

  Date: 07/05/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he was able to contact the customer and discuss her issues. The GM is going to visit the home on 7/8 meet and look at the garage to get a resolution created. 

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

  Customer Answer

  Date: 07/08/2024

  The General Manager came out today and said he is going to work on the problem areas and he will get back to me. Nothing has been resolved so far. 

• Initial Complaint

  Date:06/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A-1 Sewer and Drain has made a couple of appointments and have continued to reschedule the installation of the grinder pump. They continuously keep me waiting for hours informing me they will come to the home within a certain appointed block of time. I have always been around, however, they continue to fail to show up. On June 28, the estimated time was 12noon-3pm and they did call to say they would be delayed, however, they continue to fail to show up. I called the office to receive my **** deposit back and they keep putting me off.
  I used the same company 4 years ago and had excellent service, however, my experience this time has horrible. I have rearranged my schedule to be available for the repairs and I even had to cancel attendance at a paid event because they promised to show up within a certain timeframe, but they did not. I am not getting a resolution from anyone in the office.

  

  Business Response

  Date: 07/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us she talked with the customer and apologized for the miscommunication and shared that this is not the experience that we want for any of our customers. We had a technician out today (7/1) to complete repairs and GM offered them a refund of **** for the electrician who came out and confirmed her electrical was fine and she was very satisfied with this.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

  Customer Answer

  Date: 07/11/2024

  A-1 Plumbing has finally resolved the issue after contacti from the company.  Thanks to *** for bringing my concerns A-1 Plumbing and I hope this will help them to communicate customers' specific needs.  I never questioned the cost of the proposal, however a proposal is signed, work should be performed in a timely manner.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Work was done May 6th, 2024 and I am not pleased with the work. ***** & ******* who are the salesmen, returned after services were rendered and stated the work was not done correctly. I contacted the company to have the work corrected, and was told someone would come out and take care of it, at this time no one has been back out.

  

  Business Response

  Date: 07/05/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a crew will be returning on 7/11 to remove the WallSeal membrane the customer purchased and replace it with his request of solid 4x8 plastic sheets. 

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to a construction project that was going on next-door to my daughter’s home, they incurred water in their basement. They contacted Innovative Basement Authority. I told my daughter I would help her family pay for some of the cost, they have an autistic son and a lot of responsibilities. ***** ******** came out to do the inspection and tell them what the costs of the project would be. I was at this meeting and agreed to give them the down payment. We came to find out on our own the reason for the water in the basement was from a gutter pipe that had become damaged. Since this pipe was replaced, they have not had any more water in their basement. Also, the people from the city of ***** came out and the builder, and they discussed some regrading of the soil that could potentially help to prevent this from happening in the future. My daughter decided they wanted to hold off on this project so we looked at the contract and saw there was a 3 day period that you had to cancel. When Mr. ******** was at their home at no time did he tell us verbally what the time frame was and what their cancellation policy was. According to the attorney generals office, it is the law that you verbally have to tell someone what your cancellation policy is and he did not state that at any time. I tried to call and ask if the money could be used for any further work such as regrading the soil in the future and was told No. Then a few days ago, my daughter receives an email telling them to prepare for their project. My daughter sent an email to Mr. ******** stating this, and he told her he could not cancel it That it was her responsibility, only the customer could cancel it. Every time I tried to call or email I was told there was no one in the office to discuss what I wanted to discuss. The down payment was made on May 28, 2024 in the amount of ********. I called in the morning on the fourth day. As stated above nowhere verbally were we told there was a three day cancellation policy.

  

  Business Response

  Date: 07/01/2024

  Our general Manager was able to talk with the customer. Let them know we found the deposit was attached to the original project.  It has been removed, the job cancelled and accounting it processing the refund.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Foundation Support Services (FSS) d/b/a Groundworks, LLC
  
  Much of the work was completed by unskilled workers/laborers, done 2-3 times over to resolve flawed or poor workmanship, including by not limited to: concrete, electrical and soils excavation, sump pump installation, drainage and landscaping replacement. At this time, the entire back slab has cracked through, less than 30 days since issuing final payment.
  
  The foundation still requires concrete surface base repair, which was not done/completed. After final payment, the concrete slab under the HVAC has cracked through and now requires an entire single pour replacement, which was originally recommended but not performed. FSS now refuses to complete this repair unless I pay to remove of the HVAC unit before they remove/replace the slab.
  
  FSS and its representatives were not able to complete nor provide basic project management information, including project scope, scheduling of work, work details, knowledge of code compliance, or provide a schematic drawing and basic information on sump pump installation and drainage. They had no project managers, crew chiefs or leads managing the work or progress daily. Their contractors did not clean up during/after daily work activities.
  
  The house is still not completely level but with Lighthouse Engineerings variance allowed.
  
  I have hundreds of photos, text and emails w/****** ***** **** ****** **** ***** from FSS>

  

  Business Response

  Date: 07/02/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he has been trying to contact the customer via phone calls, emails, or text messages about potential solutions for the AC unit pad.

  Please reach back out to him and we can discuss the best solution for the concerns

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Baker's Waterproofing to install an interior french drain, exterior and interior trench drain on each side of basement door and replace sump pump. I was told that with this system, no water should penetrate the interior of my basement.
  
  On 4/11/24, my basement flooded. Bakers Waterproofing came out on 4/22/24 and did an initial inspection. They wrote up that their equipment was not draining correctly. He stated that he would submit for the system to be replaced and would request damages to be paid but would need upper management to approve.
  
  I never heard from anyone, so I called after about a week. Still, no one called so I called again at which time they scheduled the GM to come out and inspect the property. The GM also did a water test and didn't think it was working properly. Suggested an upgrade to a larger drain like a garage drain.
  
  On 5/29/24, two men from Bakers came out to replace the drains. The foreman stated that he didn't think a new drain would fix the issue and that I should have an exterior sump pump installed. I was worried about the power going out and he said they would do a battery back-up. I asked what they would do about power, and he said they would run an extension cord. I have an orange cord running along the front of my house to the front porch. I asked why there was a
  4" drop off in the concrete down to the pit and a piece of metal sticking out the side. I asked about the battery back-up, and he said he never said that. I asked about wintertime freezing. He handed me drain insulation and heat tape and told me to install it myself. I said I didn't know how. He left and said the GM would call me.
  
  I received a voicemail on 5/30/24 from Eric stating that the GM was busy but would call me to set-up time to come out and talk to me the following week. I still have not received a phone call. I called in to follow-up and still nothing.

  

  Business Response

  Date: 06/28/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us of the rescheduling and he will be going out to visit the customer on 7/3 to look over the project and discuss with the customer.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I contacted Innovative Basement Authority (IBA) in late April requesting someone to come out for a free inspection on our home's crawl space and foundation. We were told we would receive a quote in a few days but took weeks and my calling. After arguing over the phone with our sales rep we received a quote on March 19th. I requested the salesman come out one more time to verify where I would need to remove flooring, which was the entire first floor of my home down to the joists and bare earth. Every conversation with the salesman and photograph we were shown displayed new beams, new piers, and a vapor barrier in the improved crawlspace. Our home needed 3 new beams and 15 piers per the salesman for a cost of ********** My wife and I spent the next few months getting things in order and doing demolition work on our home, having to move into my wife's parent's home for the duration of the work. After not hearing from anyone from IBA for some time I reached out asking when I would hear from the foreman and when the work would begin. I was originally told the work would occur June 12-14th, which was then pushed by IBA to the 13th-14th, beginning at 10:00am. The morning of the 13th the workers arrived at 8:20am with no new beams and began attempting to install the new piers under existing beams that had obvious structural issues. I halted the work after I realized what was occurring and was told we had not purchased any beams. The workers then packed up and left, and I could not get ahold of anyone at IBA for several hours to find out what was going on. After talking to the GM hours later, they agreed to come the 14th with 4 beams and reused an existing beam. Payment was due upon completion, but no vapor barrier was installed, parts were left behind, and the work already requires a warranty claim. We have paid, but I want a refund on some of the work for poor work and for false advertisement of what we would receive.

  

  Business Response

  Date: 06/28/2024

  IBA completed the work for the customer under the negotiated and executed April 3, 2024 in a workmanlike manner without problems, delay, or issues.
  
  The Customer’s complaint is based upon his expectation that he receive work that was not listed in the Contract nor paid for by him and no cost to him.
  
  Accordingly, the *** complaint is without merit and should be closed.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
  
  Thank you.

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  IBA's response is a copy and paste of their first response, aside from not spelling my name correctly. This also demonstrates they do not take their work seriously, nor this complaint seriously. IBA's response does not reflect what I am seeking. I am not seeking additional products at no cost at this point, nor have I in any of the responses in my complaint through the ***. I am seeking reduced billing due to deceptive sales tactics, poor workmanship, and delays in the work. Moreover, my ability to rebuild my home was delayed due to the poor quality of work and communication of IBA. I still have not received a call back regarding the reviewed repairs that were made 8 days after the initial install to 6 of the 15 brand new piers that were installed. I have no idea what the status is of the contract at this point, and IBA has been less than helpful in that regard.

  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/16/2024

  Innovative Basement Authority has been responsive to *** ******* outreach and concerns.  IBA completed the work for Mr. ***** under the negotiated and executed April 3, 2024 project in a workmanlike manner without problems, delay, or issues.
  
  There has been no deceptive sales tactics, poor workmanship, and delays in the work.
  
  Mr. ******* complaint is based upon his expectation that he receive work that was not listed in the Contract nor paid for by him and no cost to him.
  
  Accordingly, the *** complaint is without merit and should be closed.

• Initial Complaint

  Date:06/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ohio Basement Authority scheduled 5 appointments with me and never showed any of the 5 times they scheduled. After 3 months of trying to get them to do the job, I now can’t get them to give me a new schedule or date. I asked them to sent me a refund and they have not gave my money back. I repeatedly tried to call them and can’t get anyone to call me back. Looks like they took my money and ran.

  

  Business Response

  Date: 06/21/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) informed us he spoke with the customer and while there were different reasons for the rescheduling, (time conflict, truck break down) the GM completely understands customer's issues and we have cancelled the project, and made him aware that we have issued his check refund. As well as updated him on a timeline of when he should be receiving his check in the mail as well. 

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

  Customer Answer

  Date: 07/01/2024

  I have not received my refund as promised by Ground Works. This issue is not resolved until I receive the money they promised.  They closed this complaint without verifying with me or resolving the issue. 

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted FSM during the due diligence period of purchasing our home for a foundation inspection. His findings after going into the crawl space were that there was ********* of work. On the contract, Jon notes [Very small crawl/ needs small crew; Includes the temporary support and removal of the block on the North wall of the crawl] We paid the ********* deposit for the work
  
  Installation day 1: the FSM crew was only able to complete half of the contracted work. They called their manager out to inspect the area and informed us that the crawl space was inaccessible and would need to be dug out before finishing the remaining contracted work.
  
  Inspection Number 2 occurred on 4/30/2024 by ***. This time when he went under, they found the foundation needed a total of ********** of additional work.
  
  On installation day 2, the FSM crew came out performed the work and then indicated they needed more money to do what was contracted because they could not do the work the way *** had written the contract. We immediately told them to call *** and determine the needed steps. They indicated they would figure out how to make it work.
  
  Upon contacting FSM to resolve this way over contract total we were offered a **** refund and a free 5-year maintenance plan by *****. Then we were offered a ***** refund and a free 5-year maintenance plan by *******. Please know that we had already paid for the maintenance plan, so they were offering us a service we had already paid for.
  
  The Park Township Inspector arrived to perform his inspection of their permitted work and it failed. FSM was hired to inspect our foundation. Their inspector went into our crawl space and NEVER NOTED THE SPACE COULD NOT BE ACCESSED. Their own inspector on the install day confirmed that more than half of the crawl space could not be accessed.

  

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Legal team has informed us the customer raised the issue of compensation for the additional costs incurred for the hydro vac of the crawlspace.  She was advised both parties' relationship was governed by the contract, and it was clear that Foundation Systems of Michigan (FSM) had performed the contract properly. Customer never requested that FSM bear the cost for the Hydrovac of the crawlspace to make it accessible, prior to contracting with the Hydrovac company and she thereafter signed another contract with FSM for the additional FSM work. FSM properly performed all of the work and was advised that the inspection failed due to the permit not being displayed as required and has reached out to the city and customer for a re-inspection.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

  Customer Answer

  Date: 07/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As of today, 7/4/2024, there is a breach in contract, as the work that was to be completed has failed inspection. Per the contract, the work is to be completed to code and shall pass inspection. No one from FSM has made an attempt to contact me to determine next steps (reschedule inspection). Further, I was notified by Park Township that the second permit that was pulled was not approved at the time the work was completed, which is also a breach in contract. I am now requesting that the amount over the original contract should be returned to us, as it was not executed per Park Township requirements. This total is ********** 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 07/16/2024

  Last update from our legal team was to await an arbitration claim to be filed. This customer is requesting Foundation Systems of Michigan provide a refund for work FSM did not perform and all work completed is fully functional and done to customers satisfaction. From a branch level we are working with the inspector to expedite his re-inspection process to close out the permit for this address. 

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.