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

  
• 

  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:05/21/2024

  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.

  On August 2021 I hired Foundation Recovery Solutions (FRS) to install a broken sump pump system due to water leaking in the wall of my basement during rain. Additionally, FRS installed a sump pump discharge tube and buried a discharge line along the side of my house going into my backyard.
  
  On May 6, 2024 Lawrence KS received heavy rains. On May 7, 2024 I went to my basement and discovered the basement flooded; water from the previous nights rain came in through the wall, flowed out into the utility room and underneath the hard flooring of my entire basement. There was no water on the surface of the floor; all of the water was under the floor. I contacted a water mitigation company and they came out the following day to place fans and dehumidifier. Upon inspection, the technician from the water mitigation company discovered the sump pump was working properly however, the sump pump drain pipe was not secured properly; it was completely detached; thus causing my basement to flood. I immediately contacted FRS. I also spoke with a manager name ***** who insured me the technician would assess the damage and inform him and they would go from there. The technician came out on May 10, 2024 and repaired the discharge tube and assured me he would talk to his manager regarding the problem.
  
  To date ( May 21, 2024) I have been unable to get a call back from ***** or anyone from FRS even though I have called multiple times AND the water mitigation technician has called multiple times. Flooding due to contractor failure is not covered under my homeowners insurance. I would appreciate FRS would call me to settle this matter; to do the right thing and repair the damages caused by faulty workmanship. As of May 21, 2024 water continues to leak/enter into the basement through the wall and settling under the hot water heater in the utility room.
  
  Any assistance would be greatly appreciated. Thank you.

  

  Business Response

  Date: 05/24/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us our Service Manager (SM) met with the customer on 5/24. SM listened to all her concerns and verified the damage to her basement. Customer will be providing us with the invoice from the water mitigation company as soon as she receives it. SM will be meeting with her to discuss the invoice after the holiday weekend on Tuesday 5/28 at 2pm.

  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: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.

  I saw the advertisement on the TarheelBasementSystem.com website. I contacted them at the following number *** ******** to have them repair and lift my pool deck. ****** ****** came to my property on March 15 and conducted an estimate and inspection around my pool. My cameras caught everything on video. He sent me an estimate and explained how ******** provided no interest loans. He gave me ****** ********** it he finance office information at *** ************ ********. The loan was done and approved on March 19, 2024. Tar heel heating and basement system charged my account ******** on March 19, 2024 for service they did not do. A truck with the logo and number *** ******** and workers showed up on the 23 of March to do the work. However ***** said that doing the work would cause more damage. Therefore they did not start or completed any work. I have cameras everywhere so it clearly shows ***** or his crew *** ******** never doing any work at all. ***** called someone and kept telling me I would get a refund. I have called every number on the website and keep getting the run around about my refund. I keep getting told a will get my money back. ****** from finance has not returned my calls. It’s been a month and I have only received a call from ****** after I stated to ******s answering machine that I was contacting the **** I called ******** and they stated to call the company and have them credit my account so a refund can be issued. The company needs to fix this with ******** so I am not stuck with a ***** loan. Especially since they are advertising themselves on TV and on the website as a legit and reputable company.

  

  Business Response

  Date: 05/24/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the inspector spoke with the customer on May 13th and confirmed with the office that the job was officially cancelled. There was a miss and delay of communication within the office getting the deposit refunded. General Manager refunded the $******** deposit to ******** as of May 21st. We have zeroed out the customer balance and they are good to close the account.

  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:05/20/2024

  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.

  The company never completed the job, agreement was balance due upon completion. They have left a hole in the wall of my crawlspace and never completed runing the drain tile or hooking the sump pump up. I do not know if they electrical they said they installed, not sure if they did, but was not hooked up to anything as the job is incomplete.
  
  I do not mind if they keep the deposit as they did some work, however, the job was never complete, they notified the loan company it was. The ********* should be removed from the loan and my credit

  

  Business Response

  Date: 05/21/2024

  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 have a conversation with the customer and we are refunding the ********* from customer's account. Refund is currently being processed.

  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: 05/23/2024

  
  
  Better Business Bureau:
  
  
  
  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:05/17/2024

  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.

  Date: 3-1-2024
  
  Amount: ********
  
  Work done: They were using lifting foam to stabilize and correct sagging concrete on front porch in front of front door entrance .They did NOT level the concrete and a substantial difference is still present. The same technician came back out but states could not lift the area any further to level the grades due to causing other issues elsewhere. Called their office and voiced my complaint. I was assured that the manager was to call me the next business day but no communication from any personnel as I write this complaint.
  Note, the salesman, ****** *****during our initial encounter/sales visit explained that they could level the grades with no issues. I explained that would be great because at that point, the cracks could be sealed and the concrete porch painted with no signs of any discrepancies especially the differences in grade level/sagging. Furthermore, this sagging on the concrete is located smack in the middle of the front door which is very noticeable. So my complaint is that they stated initially that the concrete could be leveled with no issues but after the work was completed, they couldn't level the concrete as promised because if they lifted the concrete any further it would lift the porch's concrete pad undesirably on other areas that we did not wanted lifted causing issues.
  So, if this was explained initially, I would not have gone this route to fix the issue. I feel this was a bait and switch ploy.
  My porch still has a significant discrepancy between the right and left grades of the crack and the issue that I thought I was hiring AFS to solve never was corrected. Promises were give verbally but the actual outcome was far from what was promised. This will be the last time I use AFS and will be doing a "nice" review on ******.

  

  Business Response

  Date: 05/20/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us a crew is going out next week to grind the crack down so its not sticking up ¼ inch. We were unsuccessful getting it perfectly level during our poly lift. Customer claims the inspector promised that it would be perfect ( we are getting with foreman and inspector to go over setting proper expectations for lift and stabilization moving forward.)

  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:05/16/2024

  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.

  December 9, 2023 AFS came out to inspect the foundation of our house and found that it needed repairing, so I signed a contract for the repair. Job was started December 28, 2023 and completed December 29, 2023. End of January or 1st of February noticed my house was still popping, gave me concern about the foundation so I called and left messages for them to call me back, they would not call me back, I send text messages and no answer or response was slow when I did get in touch with them they said they would make an appointment to come out, but never did and this has been going on for the last 3 months. Resolution would be to make an appointment and keep the appointment and come to my house and recheck the foundation.

  

  Business Response

  Date: 05/17/2024

  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 went out to meet with the customer. They sent in this complaint because of the popping in the home after the install as well as a lack of communication on our part. GM sat down and listened to all of their questions and concerns and he put a plan together with the homeowner to take care of their concerns. We set up lasers on the inside of the home and verified at this time that there was no interior movement that may have been causing the popping in the home. Once we did this, we went outside and found that the chimney has started to move since install that could potentially be causing the popping. As far as the movement that we found with the chimney GM and customer came together as a group and came up with a plan to take care of it with a discounted price and a Service Plan. Once plan is drawn out, we are contacting customer to get them on an expedited schedule.

  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: 05/21/2024

  When the company received my complaint they immediately contacted and set up an appointment the next day. Three technicians came out and thoroughly inspected my house and we came to an agreement. They apologized numerous times for not getting in touch with me. I am very satisfied with the way they corrected the problem and I will refer them to others.

• Initial Complaint

  Date:05/15/2024

  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.

  I Contacted AFS In Knoxville Tennessee About Foundation Repair On My garage In Whitley City Ky.AFS sent ******* ****** Out For Evaluation Of The Project. He told Me The Wall Could Be Stabilized And Quoted The Job at ******* With a ******* deposit.I told Him 3 Times That The wall was Backfilled With Gravel He Said That the Anchors Would Work .So we Entered Into a contract on April 18th For 6 Settle Stop Wall Helical Wall anchors.A crew came out on May 2nd and started The work They Jackhammered 3 spots In The Foundation and proceeded to install anchors but the gravel lifted the anchor upwards and the crew stopped and called the structural engineer in knoxville. He told them to stop repair to prevent further damage and to leave anchor in wall to prevent block from busting. The foreman of the job said there was a more invasive way of stabilizing and it would be way more expensive in which i said i cant afford. So 2 weeks later no contact from AFS . I want the company to repair the damage caused by them free of charge including the yard damage and refund my deposit by check as i done paid my credit card balance in full. I will be pursuing Other Avenues Of Repair And it wont include AFS Of Knoxville because of breech of contract

  

  Business Response

  Date: 05/20/2024

  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 while he offered to personally come out to assess the issues and see if AFS can craft a new solution, Customer requested to just have the 3 anchor holes patched back up and return his deposit. GM has agreed to this rout. Refund is currently being processed and will be getting the house repair scheduled shortly.

  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:05/14/2024

  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.

  We had ****** * come out and give us a quote on repairing a part of our basement wall where the bricks had been pulled outwards due to outside concrete steps sinking. That was our main issue. After the inspection process, he told us that they would lift the house, push those bricks back in, and seal the outside. In order for them to do this, they would require that we have the intellibraces put up along that wall. We agreed to the bracers given that was our only option for them to help with the other issue. After they "completed" the job, on Tuesday, May 7, 2024, I get home and see that the section of the wall that was supposed the pushed in was not and they just put spray foam on the outside section of the wall to "seal" it. ****** calls me Wednesday morning and apologizes for not communicating that part of the job with the guys that came out and completed the work. I asked for a time frame for when they would complete the job and was told on Wednesday and on Thursday that he would get back to me with a time frame. On Friday morning, he called and told me that they were in fact not going to be able to complete that part of the job. Had we known from the beginning they were not going to be able to complete that, we would have canceled the whole job because we weren't in the market for the bracers, but thought it was the best option in order to get the pulled out bricks repaired. It is now much more difficult to repair that section of the wall because there are three bracers( 2 vertical and 1 horizontal) on the sides ans bottom of that section of the wall.

  

  Business Response

  Date: 05/14/2024

  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 was able to reach out to the customer to discuss her concerns. She was very frustrated with the expectations that where set and us not being able to achieve their primary concern.  We came up with a resolution of cancelling the project.  We will be going back out to retrieve our braces and issuing a full refund of 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.

• Initial Complaint

  Date:05/14/2024

  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 contacted Foundations System of Michigan last year around March. Water was leaking through my foundation when there was lots of snow or rain. ******, the sales rep, came out and looked at the issue. We talked about different options that were available on fixing the issue. He advised that I get a basement gutter that connects to a new sump pump. We worked out a price and then agreed to the job. When we worked out a price, ****** kept removing stuff from the contract and not informing me about it. I had concerns about the drainage from the sump pump which I discussed with the sales rep and the foreman during the installation. They had originally proposed for 20 feet of discharge line but changed it to 12 feet. And when I asked about it ******, said it was due to property lines. But to my understanding the way they installed it with 12 feet, a 20 feet discharge line could have installed also. The discharge line has been and is currently causing problems. After the job was completed, the township sent out a building inspector to finalize the permit but he didn't due to the discharge line. Throughout the year, water has just been sitting in a particular spot and not draining properly. I believe either it was not installed properly or the 20ft to 12ft discharge line reduction has something to do with it. I have tried contacting FSM, but have been unable to talk to anybody that can resolve this issue. They were very quick in contacting me when they wanted my business but when an issue arises, they don't care.

  

  Business Response

  Date: 05/17/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us after a site visit on 5/16, Following the inspection, we contacting ***** ***** township to determine the necessary steps to add the necessary discharge line.

  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:05/08/2024

  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.

  One Dec 27, 2022 I signed a contract with Ohio Basement Systems to install Wall Seal in my basement. It was suppose to be completed in June of 2023, due to lack of employment I was not able to get the services done, so I agree for them to complete the job on October 18, 2023. They sent 3 young workers to install the wall seal. The work is very sloppy and it looks like a kindergartener put up the wall seal. The workers told me the job was not completed and they needed to come back the next business day to finish the job. I was not available because I went out of town. I sent a video via email to the manger and complained to Ohio Basement Systems about the work. The manager thanked me for sending over the video and stated that they will make the adjustments necessary to make sure I am happy with the work. A Superintendent came out on Oct 30 and agreed that the workers did not do a good job and they would redo the wall seal. During that process I reached out to the manager and stated that I would like upgrade to the lumabrite. They were out of stock and behind on behind on schedule. They reached out to me on Feb 12, 2024 stating that they have the material in stock. I was not available because I am a traveling contractor. I reached back out to them on March 18, 2024 and let them know I am available and I asked for a contract change order per my attorney, which I never received. In the process I received a letter for intent to collect for the balance due on the old contract which is *********. It also state if not paid within 14 days it will be turned over to legal counsel. I informed the manager that this is unprofessional because the work is not completed, I am unhappy with the job, and the contract changed. I been calling and sending messing and I have not received a response.

  

  Business Response

  Date: 05/08/2024

  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 contacted the customer and talked her through the number she was contacting which was the terminated technician as well as gave her his number for point of contact. After clearing up talking through the why and how the collections letter and cancellation of service visits she understood that we had a communication fail on our side. GM is going out there this Friday (5/10) to perform a service on the sump as well look at the job and make any corrections needed. 

  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

  More Information...**** ******** ************ ****** ********* finished the job.  They exceeded my expectations.  I am 100% a satisfied customer. The GM had the manager and another worker complete the installation. They provided top quality work and they were very professional.  OBS/OSA kept their word. We came to an agreement about the previous contract and everything is settled.  I highly recommend.  Kudos to the GM, manager, and the other installer. ????????????

• Initial Complaint

  Date:05/07/2024

  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.

  4/8 started with schedule issues on their end. The person that did our estimate lied on what would be included in the price. They did part of the job last last Friday then said payment would not be due until they sent someone out to repair a piece of our stairs that broke off...that they would wait to get pics back from the worker, contact us to be sure we were satisfied. That was last Monday. The piece wasn't even secure with the other pieces which caused the other pieces loose. We have a doorbell cam and that person was able to communicate if more work needed to be done but said nothing. I've sent pics and a text to B whom claims he would handle everything before any work was ever done. 1 week no return calls or emails. Customer service sent an email confirming that it will be escalated and someone will reach out. The only thing they made sure of was the bill being sent. Why would we have went with this company to pay out thousands to do our stairs but then find someone else to do the piece that broke off?! Makes no sense. If they say they do any type of masonry work they don't because first I was told they have people that work there that do but they just wouldn't be available...then it turned into we're hiring a contractor. Why would we pay when the job is still not completed and when we were verbally assured that until the job is done to our satisfaction that's when we would pay. If that wasn't stated to us then the payment would have been made last Friday. If you call they put on hold until it's time for the automated message comes on saying they're closed. I mean all this could have been avoided by not lying about what would be included in the quote, if the piece that broke off couldn't be done then give a lower quote...since the piece still isn't repaired or the person caused further damage, fix or credit the costs. To dismiss people that are giving you their business ... I even worked around a FUNERAL just to be told they couldn't do it on a previous date.

  

  Business Response

  Date: 05/08/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us we are taking ****** off of the total bill and we are putting some mortar around some more spots on the porch on Friday (5/10).

  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: 05/10/2024

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