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 has 89 locations, listed below.

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  Groundworks, LLC

  1741 Corporate Landing Pkwy Virginia Beach, VA 23454-5929

  
• 

  Basement Authority of West Virginia

  132 Rocky Step Rd Scott Depot, WV 25560-9201

  
• 

  Foundation Systems of Michigan

  3805 Elmers Industrial Dr Traverse City, MI 49685-8311

  
• 

  Foundation Systems of Michigan

  5985 Clay Ave SW Grand Rapids, MI 49548-5769

  
• 

  AFS Foundation & Waterproofing Specialists, LLC.

  3131 Hamilton Blvd Theodore, AL 36582-8500

  

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:06/19/2024

  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.

  Crypto performed work on our home without securing a permit. Our city refuses to approve the repairs because a permit was never filed. DryPro refuses to contact us to resolve the issue. Now we are stuck with repairs without a permit and cannot sell our home until this situation is resolved.

  

  Business Response

  Date: 06/19/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us there was a clerical error when we submitted the permit for 2nd St instead of 2nd Ave, which the town has both. We updated the permit info and it did pass. GM is sending the documents to the customer for his records.

  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: 06/19/2024

  DryPro resolved our issue on June 19, 2024. Issue resolved to full satisfaction. 

• Initial Complaint

  Date:06/16/2024

  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.

  Work done in summer of 23 did not fix all the leaks in basement. Sump- pump drywell has ruined back yard, was never advised to other options.

  

  Business Response

  Date: 06/17/2024

  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 spoke with the homeowner and he is amicable to us adjusting the price of the extra work quoted and deducting those fees that he paid originally that he would not have incurred had he had the option of doing the extra work at that time. As a result. GM is connecting with our service department to re-quote the extra work.

  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:06/14/2024

  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.

  On January 11, 2024 I purchased a sump pump from Tarheel Basement Systems. On January 19th Tarheel sent their electricians out to install the electrical part of it. While installing the electrical conduit against the wall from the east side of my house to the west side where the sump pump is located, they either disconnected the pipe or
  accidentally knocked it loose and forgot to put it back in place. As a result, condensation from the furnace pipe from January until mid-March built up causing damage to the subfloor and my wood floor to buckle. All across my dining area my floor has ridges showing an uneven surface; especially where the large hump was. The
  condensation spread from the back
  wall where they installed the conduit
  (my China cabinet sits above it with
  ridges under it) to the entrance of the
  living room and encompasses the
  entire dining area. I immediately
  contacted my plumber because I
  thought I had a leak. He came out on March 11 or 12, 2024 and checked everywhere in my house and found no leaks. He then went under the house looking for a leak. He found no sign of a leak, but he did find a loose pipe. He asked me to turn the heat up to see if the pipe was the problem. When I turned the thermostat up he found the pipe blowing directly where the buckle was on the dining room floor and took pictures of the loose pipe and the damage to the subfloor. I have made 10 calls and 2 certified letters trying to get my floor repaired back to the way it was before the electricians installed the sump pump. I have been assured that my floor will be repaired to my satisfaction by all of those (3) who came out to look at the damage and they all agreed that the disconnected pipe caused the problem. I have spoken with 5 different people including the General Manager, **** *****r who asked me to send him estimates which I did. He also had videos and pictures of the damage. His response was we're not going to assume responsibility for your floor.

  

  Business Response

  Date: 06/20/2024

  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 that we installed a sump pump and paid for an electrical outlet for the customer on 1/16/24. Paid in Full. 3 days after install Customer called in stating that a tape from her dryer vent was broken and there was a pile of dirt left too close to the crawlspace door. The crew went back out on 1/22 and the customer was satisfied with their repairs.
  
  At the beginning of March the customer called in claiming that the electrician we send out had knocked a furnace pipe loose in the crawlspace that was now causing her floor to buckle.
  
  Within the month we sent a technician out to the property to take a look. When he could not resolve the issue, it was escalated to a field supervisor who made it out to the property to take a look at the end of April.
  
  Based on our conversation with the electrician it does not seem like they caused the damage. When speaking with him, he was adamant the he did not cause the loose pipe. Our crews did not work in the area but the electrician did.
  
  The customer sent us a letter at the beginning of May, and GM has spoken with her multiple times since. He informed her that he did not think the damage was caused by us and that we were not willing to pay to replace her floors.

  GM escalated this to our legal team on 6/6 to advise on the situation. They agreed that we were not willing to pay at this time as there is not enough proof.

  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:06/13/2024

  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.

  Trying to get or deposit of ******* made on 5/3/24 for work . They surveyed the property and realized the work would damage our septic line so work was not done. They do not respond when we call . Calls on 6/5/24 with ******* ******* called 6/13/24 lef OK Message. Called 6/13/24 told she would have to call the finance dept. And would call back.

  

  Business Response

  Date: 06/13/2024

  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 spoke with the customer and explained the process regarding the deposit refund and apologized for any confusion, and let her know she and her husband should see the refund within the next 7 days. Our Operations Manager is making sure it is expedited for them.

  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:06/13/2024

  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.

  In August of 2023, I reached out to ***** ****** of the company to come to my house and give me a quote. He was great and professional. I agreed to have the company raise 4 slabs of concrete in the driveway to bring them together and fill in the gap between the garage and the driveway. It took 3+ calls and numerous emails to get them out to my house. When they did come they didn’t raise 2 slabs of concrete and did a poor job of filling in concrete where needed. The 2 slabs of concrete they did raise, it sunk back down and is back to where it was. I reached back out in September about the issue and was promised a resolution. Nothing happened. No call backs, no emails, nothing. I emailed ***** I was very disappointed and would no longer use the company. In March I reached out yet again to ask for a resolution. ***** said he would come to take a look. Instead of coming he sent 2 employees who were rude and said they would be back out to fix the driveway. I have received no calls, emails or anything. I called 3 times and have gotten no answer and no follow up. I no longer want to speak with them or deal with this company and am asking for a quick resolution to this matter.

  

  Business Response

  Date: 06/14/2024

  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 will being doing a site visit with the customer on to 6/20 walk-through the project and form a plan to address his concerns.

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

  

  Business Response

  Date: 06/24/2024

  After the site visit with the customer, they and the GM have agreed refund to the project due to not meeting his expectations. GM has started the process and customer should be refunded by mid-next week.

  Customer Answer

  Date: 06/24/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/12/2024

  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.

  811/Onecall did not mark water line after 2 attempts. To expedite foundation repair, Foundation Recovery Systems would pay me to have a 3rd party locate the water line. That company was back logged on service and wouldn't make it out for almost 2 months. **** said he would cover **** to have the water line located. We only had to pay ******* ***** ******* **** to have the water line accurately located.
  
  I purchased over **** in foundation insulation to cover the wall as it has to be all stripped out for water proofing. A service we paid for in the contract. The crew onsite only dug small holes where the piers were anchored and didn't use the insulation. I wasn't present during their work till the end when I noticed a guy underground in a hole.
  
  When I came out on the last hole and they asked me to go back inside while they finished up. I didn't know if that was because they knew they were skipping the last few steps, or if they knew about major **** violations working underground in a confined space and operating in and around heavy machinery with no PPE.
  From what I saw, they didn't properly return the drain tile resulting in the company tearing up my yard one more time as they had to dig down again to fix the drainage.
  
  The water locate bill was submitted in March to Foundation Recovery via postal mail. I've asked ***** and **** for updates periodically. ***** would tell me to contact ****. I've attempted to get an answer from ****. It has been 4 months with no response now.

  

  Business Response

  Date: 06/12/2024

  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 spoke with the customer and we will be settling for the full amount of his request to satisfy and close this case in the amount of ****0. This is for product that wasn’t installed that wasn’t change ordered off, and a bill for private locates that the Inspector didn’t communicate needed to occur prior to the start of the job and agreed to take care of but didn’t after the customer sent in the bill to the office addressed to the Inspector. 

  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:06/12/2024

  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.

  Company was hired to stop water entering basement.
  There system failed and I still have water coming in.
  Two people have been out to see the problem with no response as to how and when they will fix the problem.
  On my last call the response was, I don't have an answer for you.

  

  Business Response

  Date: 06/17/2024

  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 out on 6/21 to add drainage around the crawlspace, re-encapsulate the crawlspace, and then remove the wallseal from the outside wall.

  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: 06/18/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/10/2024

  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 purchased wall panels from the Basement Guys to cover the basement walls after having a new floor installed. I was shown photos of what the finished product would look like. On March 11, the first crew partially installed the panels and left. Their work was terrible as there was not a straight line cut and there were gaps on the top and bottom of each panel. This work was inspected and agreed to be corrected. On March 27, another crew came out and spent a few hours on it but did not finish nor did they correct most of the errors. On April 19 & 20, another crew came out and worked on the panels and corrected most of the mistakes but did not finish. On May 2, they came back for the last time and as I had to leave for work they wrapped things up. They never fixed the gaps at the bottom. They said they cannot do so since these panels only work if the floor is dug up and they are placed below grade. That was never told to me and other people there said that is not true. Their solution was to place a rigid cardboard like panel around the walls about 2 feet from the ground and that would make the panels flush with the floor. This did not work but it was closer than before. Since they did this, these panels are coming away from the walls and look worse. They appear to have been too rigid for the crew to install them correctly and now they are not adhering to the walls. I reached out to them a few times but I did not hear back

  

  Business Response

  Date: 06/14/2024

  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 and the Production Manager went to the customers home to review and discuss the project concerns. The original bottom had to be cut for the nature stone to be installed leaving the bottom to be put back which the product used was not the best solution. GM suggested a different product that can be used for a better aesthetic visual but set the expectation with the customer that this product is not a finishing product but it will be neater moving forward. New solution has been ordered. Awaiting material delivery around 6/20 with plans to install by 6/22 pending customer availability.

  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:06/07/2024

  Type:Billing 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.

  The messed up my new fence and they said 14 days to fix their issues and I get getting ignored

  

  Business Response

  Date: 06/11/2024

  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 speak with the homeowner. Customer declined a refund to repair the fence and indicated he would like JES to repair the one section of fence that had the purple primer stain on it. We will be reaching out to Premier Vinyl to schedule a site visit to obtain a quote for the repair. Once that is done, we will coordinate with the homeowner a time that’s convenient for the repairs to be made.

  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: 06/11/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/06/2024

  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.

  February 20, 2024 hired to level front porch an fill in cracks.
  Checked when finished and was informed the sand like sprinkled on crack filled could be removed by sweeping off.. After letting everything settle, tried sweeping of granules, but would not work..
  Plus a hump was in the filling which was a tripping hazard.. Informed company, which they did come out and viewed problem, said they would be back to take care of issue.. No show, with numerous E-mails and phone calls, never responded.. Still waiting..

  

  Business Response

  Date: 06/11/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he talked with the customer and a crew is scheduled for 6/13 to fix the sealant on her porch.
  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: 06/15/2024

  Company did come out on 6/13/2024 and tried to repair the mess they made of my porch, but unable to satisfy my issues..  Said they would return and try another method of repair to see  how is works out..

  Another wait and see...