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

  
• 

  Ohio Basement Authority

  2421 McGaw Rd Obetz, OH 43207-4513

  
• 

  Foundation Systems of Michigan, Inc.

  32985 Schoolcraft Rd Livonia, MI 48150-1610

  

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:06/05/2024

  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.

  I met with BQ Basements and Concrete's certified field inspector, ****** *******. He inspected my basement and advised me on the best solution for mitigating rainwater entry, which was leaking into my basement on rainy days. After using a meter on the walls, he further advised that the cinder block walls of my basement were under significant water pressure that would need to be relieved. He recommended a fully contained Aquastop indoor passageway system, resembling a gutter system found along the roof of a home. This system had holes that would coincide with the weep holes to be drilled into the base of my concrete walls, allowing water to be collected and carried to the pump system for removal from the home. I entered into a contract with BQ Basements and Concrete. Mr. ******* informed me that the discount of **** would only apply if I signed the contract that day.I paid ******** at the time, leaving a balance of ******** due upon completion. On 5/39/24 the installers arrived to complete the project. They advised that my floor was monolithic and proceeding with the proposed method would cause structural damage. They proposed applying the material on the surface. I contacted the company to discuss adjusting the price due to the deviation from the original agreement. Upon completion of the work, I discovered that the Aquastop track system had not been installed as promised. Instead, a rubber flap was sloppily glued to the perimeter of the floor, which would not facilitate proper drainage as initially discussed. I expressed my dissatisfaction and attempted to contact a supervisor but was informed they were on a site visit and would call me back. As of today, I have not received a response. I feel misled by the service offered, as it was switched with a far less superior alternative.

  

  Business Response

  Date: 06/05/2024

  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 talked with the customer. Looking at pictured, and projects notes, there was a miss on the sale recommending incorrect products for the issues and the home design. This caused our team to need to change what was being done, which was not properly explained to the customer. Because of these missteps, the GM has decided to refund the project.

  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: 06/13/2024

  Good afternoon, I've reached an agreement with BQ basements. I wish to uphold my part of the agreement by removing any negative comments about the company and the work they completed. Moving forward, I will refrain from any negative statements about the company. All and all, I am very pleased with the customer service I received from *****. How do I go about deleting my complaint/review from the website? 

• Initial Complaint

  Date:06/04/2024

  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.

  March 6 we received a bid from Foundation Recovery Systems for work to be done on our home. Scheduled to begin on April 3 did not start on this date
  Job started on April 19 but it was not completed. The following week, they sent an electrician who failed to set the sump pump on its own dedicated breaker as outlined in the bid.
  Safety Concerns: Around April 19 we began to smell smoke in the basement. This situation raised significant safety concerns regarding the electrical work performed by the company
  May 20 we contacted company and were told they would send an electrician to resolve the issues. The sump pump has been beeping non-stop and has not worked since May 20. We have repeatedly reached out to **** and ***** with no resolve. No electrician has come to our house, and the problem remains unresolved
  Warranty Concerns and Potential Fire Hazard: The company sold us on their warranty, but thus far, it appears to be meaningless as we have not received the support promised. This malfunction has also caused other outlets on the same breaker to burn out, raising serious concerns about the risk of an electrical fire in our home
  Given these circumstances, I request that Foundation Recovery Systems be held accountable for their failure to complete the job as contracted and for the potential safety hazards they have introduced into our home. Specifically, I would like them to:
  Send a qualified electrician to properly install the sump pump on its own dedicated breaker as initially agreed.
  Repair or replace the malfunctioning sump pump
  Inspect and repair any electrical damage caused by their previous work to ensure the safety of our home
  Honor their warranty and provide the necessary service without further delay
  Additionally, I request that Foundation Recovery Systems reimburse me for the inconvenience and stress this situation has caused. The extended duration of these unresolved issues, coupled with the fire safety concerns, has put a significant strain on my household

  

  Business Response

  Date: 06/07/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the team conducted a visit on 6/5 addressing concerns and the electrician is coming out to repair the outlet and restore power to the pump, with a follow up set for 6/10.

  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. The sump pump is still not on a dedicated circuit however the electrician has advised me that if that needs to be done in the future he will complete that. Thank you for getting this resolved in a timely manner. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/03/2024

  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.

  We had work done on December 6th and 7th, 2023 in our basement to put a new sump pump in as well as a trench, and to install a way to drain the water from it into the front yard.
  The Inspector came out probably a month later and failed the inspection, saying, in part, the present unsealed floor area was a way for radon to get into the basement. The company has been contacted as well as the foreman on the job, and the Salesman who sold us the job. We haven't been successful getting them to correct the situation.
  We want the job to pass MD inspection. If the work technique they use is not compatible with MD law, they had no business doing the job in MD in the first place. Their MHIC license number is *****.
  Please help us get the job done correctly!
  
  Thank you very much!

  

  Business Response

  Date: 06/03/2024

  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 about the issues. The final inspection failed because we did not caulk the flange to the wall seal for the protection of Radon. GM will visit with customer tomorrow 6/4 and address these concerns. and will speak to the inspector prior to the final on 6/5 to let him know we completed the task needed to close out. The final will be scheduled for 6/5 and we will also have a company representative on site during inspection window.
  

  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:06/02/2024

  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 hired this company to help resolve an issue with water coming into my home during heavy rain. The issue has never been resolved. I still have water coming in my home. This company promises they will fix my problem, but never follows up or follows through with promises made. They have charged me thousands of dollars without resolving my issue and most recently they sent out a new representative that said they needed to do more work and charge me more money. They do not listen when I tell them the issue I am having. When I ask to speak to someone in the corporate office they will not give me any information just keep referring me to the same manager that hasn’t fixed my issue and never follows through with his promises. This has been beyond stressful and frustrating. I have had damage to my home they have never offered to fix or compensate me for even though they tell me my problem should be fixed.

  

  Business Response

  Date: 06/07/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they have come to a resolution he feels is fair. Foundation Recovery Systems will refund customer $***** and he will sign a settlement agreement with no warranties. 

  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:05/31/2024

  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.

  Foundation job not finished - Company refused to attach brick wall for stabilization after upselling me for more expensive piers. Company didn't remove bushes in front of project

  

  Business Response

  Date: 06/06/2024

  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 to the customer this afternoon and came to the following arrangement to which he agreed would satisfy the complaint. 
  
  -**** credit for the bush removal at the front of the home. The crew only cut the bushes back instead of removing them entirely, which is not what was agreed to. 
  
  -A crew will be out this Friday June 7th to install brick tie backs and remove the bracing that was left at the home. A change order was created to change pier brackets which according to customer was only agreed on based on the tie backs helping protect the loose veneer. Customer understands there is no guarantee or warranty on the tie backs. 

  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: 06/17/2024

  The refund was processed on 6/12, and should be getting to the customer this week.

  Customer Answer

  Date: 06/17/2024

  Refund received today  - I have been made whole. Please consider matter closed.   Thank you for your help

• Initial Complaint

  Date:05/30/2024

  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.

  I contracted with Ohio Basement Authority to waterproof my basement. The inside work was satisfactorily completed on May 15. The crew needed to return on May 17 to complete digging the trench for the drain pipe in my side/back yard. I was out of town and the indicated it would be fine if I were not here when they did the work. At the time I signed the contract with the sales rep, I was assured that they would dig up my sod and replace the pieces over the newly dug trench, to minimize disruption of my sod. When I spoke with the crew lead on May 15, I was again told that they would dig up my sod and replace the pieces over the newly dug trench, to minimize disruption of my sod. When I returned home on May 21, I found this mess shown in the attached photos, and discovered that they had cut my internet cable. No one informed me that this had happened. I immediately contacted the sales rep and he assured me that he would take care of it. In the meantime, I had to have internet to work on May 22 so I worked independently with ******** to have a new cable connected.
  
  In the meantime, I have had to dig the damaged clumps of sod out of the trench, backfill it, lay new lawn soil/mulch and repair grass seed. It is very disappointing to spend the amount of money I spent on this home improvement and still need to fix the mess they left behind. I had had no further response from the company since my texts/call with the sales rep on May 21.
  
  I am requesting to be reimbursed for the money I have had to spend to repair my yard.

  

  Business Response

  Date: 05/30/2024

  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 after talking with the customer, they have agreed on the reimbursement for the materials purchased for *******.

  And we are addressing our team to make sure we are cleaning up the worksites to the expectation of the customer and following the Mission Phase of the customer journey with a proper post walkthrough. This will continue to be a point of emphasis for our foreman training.

  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: 05/31/2024

  
  
  ****** ******** ******:
  
  
  
  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:05/28/2024

  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.

  The contract was signed on 3/11/2023 which is attached. The work was done on around 3/28/23. Then a year rolls around and the yearly inspection is done (which was on march 27th 2024). We are informed by their inspector that we still have the incorrect dehumidifier. He also said he would contact Indiana foundation services and get that issue resolved. We ourselves made at least two attempts to get this corrected, but so far we have not had this issue fixed. I was last told that they would come out and have it replaced the 17th of may, but no one called or showed. This is why i was unable to get the complaint filed within a year. I had no idea we had the wrong dehumidifier for a whole year. Could this have caused more damage? Could this have given my family more or worse sickness? I am not the expert they are. I was also informed by their inspector there was still water in the crawlspace under the tarp they installed. Would this be here if the right dehumidifier had been installed?
  
  How long do we have to ask until it would be corrected? How much damage has this caused? We do not know. That is why I will be asking a seeking a refund. This was contract was not met in a timely matter.

  

  Business Response

  Date: 05/29/2024

  Thank you for bringing this to our attention. We apologize for the issues and delay with the dehumidifier and have forwarded them to management. They informed us that they have been in communication with the customer and a crew is installing the new unit this week.

  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: 05/29/2024

  Our General Manager spoke with the customer this afternoon. He explained and shared specs on the two different dehumidifiers showing that either would work properly on their home. So, he didn't suffer any adverse condition due to the size. Talked through his concerns again. We agreed to refund **** and provide a 3-year service plan at no charge. Customers says he understands and agrees to this solution.

  Customer Answer

  Date: 05/29/2024

  
  
  ****** ******** ******:
  
  
  
  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:05/27/2024

  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.

  We hired FRS to install a drainage system in our crawlspace, because it hadn't been draining properly. We signed a contract. They were supposed to complete the work 5/16 and 5/17. They arrived late on 5/17, then left early due to "a family emergency". At that time they said that they were halfway done and would work late the next day to finish on time. They arrived late the next day, then left early because "they ran out of materials" - and again, they were "halfway done". They promised to finish 5/18. My husband located the materials sitting beside our house after they left, so they lied. They also didn't return on 5/18. We had to reschedule other work around the delay. They finally finished 5/21. On 5/24, we had a storm while the crawlspace was being encapsulated. The discharge line to the sump pump FRS installed started shooting water everywhere. Every joint in the PVC line was leaking. It hadn't been glued properly. We called the salesman who gave us the contract. No answer. We called the service number (we have a warranty). After a ten-minute hold, the woman I spoke to couldn't get anyone to answer the phone. We haven't heard anything from them today (5/25). Obviously, they are not honoring their contracts. They installed the pipes incorrectly, lied during installation, and don't follow through on service emergencies. My husband had to redo the entire sump line himself to keep our new encapsulation from being flooded. I saw that FRS is *** accredited, and I am concerned that other customers will see that, like we did, and assume that they are honest. They are not.

  

  Business Response

  Date: 05/28/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he talked with the customer and we are refund them for the amount of labor charged for her project in addition to the cost of the material they purchased to repair the PVC discharge in the crawlspace. Total refund amount will be ******. GM asked if there was anything else we could do to resolve the issues they had with us and improve their experience with us and she said no further action was needed and she and her husband are satisfied with this outcome and thankful for the communication today.

  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:05/21/2024

  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.

  Ohio basement was hired to level a portion of the cement pad in my crawl space. A fee for an engineer was paid to make sure the job was done correctly. The cement pad was not levelled but was made worse. Causing lifting/buckling of the levelled area of cement pad. Leaving a drop of inches between the section that was to be leveled and the once levelled pad. While attempting to level the cement pad staff jacked up the front of the house cause multiple cracks/ fissures to the concrete brick at the left back corner that surrounds the bottom of my house. I am asking for a refund of the engineer and the cost to level the pad d/t not providing the service that was paid for.

  

  Business Response

  Date: 05/23/2024

  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 went out to the house to talk with the customer. We will be crediting (removing) the poly and engineering amount of ********* to the loan amount.

  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:05/21/2024

  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.

  I am filing this complaint to express my deep dissatisfaction during our annual inspection conducted on 5/3/2024, of the French drain that was installed in our basement in May 2022 by Foundation Systems of Michigan. The findings during the inspection, by ****** *******, Service Technician, highlighted inadequacies in the completion of the installation, and have left me greatly concerned and disappointed. ****** the Service Technician, acknowledged that he found the sump pumps were not appropriately connected to the drain system & also took pictures of the issue to share with his supervisors. ****** acknowledged that he didn't understand how our system passed inspection and also passed his previous annual inspection in May 2023. I was told by ****** on May 3rd, that someone would be contacting me to schedule a time to fix the issue and properly complete the installation. However, I have not heard back from anyone even after sending emails to the contacts at FSM. It is disconcerting to learn that the French drain, which was installed to mitigate basement water issues, has not been finished properly as per the original plan and diagrams. Such negligence in the completion of the installation not only compromises the functionality of the drain but also poses potential risks to the structural integrity of my property. While I appreciate the inspector's acknowledgment that this issue falls under warranty and is the fault of the company and, thus eligible for correction, it is deeply unsettling to realize that such a crucial aspect of the installation was overlooked initially, and that no one from FSM has tried to contact me to acknowledge that the job wasn't finished and rectify the issue. As a homeowner, I rely on the expertise and integrity of service providers to uphold their end of the agreement diligently. The failure to do so not only undermines my trust in this company but also raises serious questions about the standards of workmanship and attention to detail.

  

  Business Response

  Date: 05/22/2024

  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 talked with the customer. She has next Friday off. We will have a crew returning next Friday 5/31 to install drop downs connecting the basement gutter to the sump pit. 

  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: 05/24/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me for the time being.  If the business follows through with completing the job that they started in May 2022, on the May 31st date, I will be satisfied
  
  
  
  Sincerely,
  
  
  
  ***** *******