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:05/05/2024

  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.

  On March 9th I signed a contract to do repairs to my foundation and mold issues. On the morning of March 11th I had to cancel the contract due to circumstances out of my control. I was wondering when I might get my deposit of ******** back. Your field agent didn’t go over the cancellation clause, didn’t expect to have to cancel. I have heard anything from AFS

  

  Business Response

  Date: 05/13/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that we are refunding the deposit as the customer is not technically the Homeowner, so the sale is void. Refund is being processed this week and will be sent out.

  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: 05/16/2024

  
  
  ****** ******** ******:
  
  
  
  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:05/01/2024

  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 entered in do an agreement with ******* thomas from ohio basement systems to take care of our crawl space in november of twenty twenty three. We initially had an issue of a full septic tank so we had to get that emptied.Which took around two days then they came back to finish the job minus electric. They were supposed to come back and run our electric in the crawl space. They called and made an appointment do that. The day they were to come back the electrician called and said we needed a new electrical box because ours was old and no room to run a new plug. They Quoted a price around two thousand dollars. We hired an outside electrician to run a new box who said we had two spaces in the box that could have been used. They also went under the house and said it was like a water bed and that no stone was placed as was agreed by ohio basement. I came ******* back and they sent sometime to investigate. The man went under house and came back up saying we needed 2 sump pumps for the size of our house. That was never told to us. So now they won't respond to our complaints. ******* said he would make it right and we haven't heard from them since and no return phone calls. Ohio Basement Systems ******* ****** *** *** ****

  Customer Answer

  Date: 05/01/2024

  I have heard from the company and they will be here Friday to make it right. 

• Initial Complaint

  Date:05/01/2024

  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.

  In January I had a salesman from FSM come to my house. At that time he sold us on a gutter system and sump pump for our basement that would keep it dry from further damage. He told us the cost would be *****. He also sold us that it would be a three day job, the workers would be at the house from 8-4 unless the job was completed earlier or they needed more time but it would be communicate to us. He told us the crew would be profession, clean up after themselves, and communicate any issues with us during the installation. In the contract I signed, it states a representative from FSM would be out to the house prior to any work stating to go over the plan and details of the job. I was scheduled for April 9th. No one came to my house prior to April 9th. When the crew showed up to my house the "Forman" ******** introduced himself said they were there it install the gutter system and sump pump and went to work. He did not go over the fact that they would be cutting a hole in the siding of my house. They did not finish the gutter system. They trashed the basement while cutting out the concrete. There is cement everywhere. On April 10th the Plumbing Inspector came out and failed the job. He informed me I did not need the Pump, where they put it was incorrect for the basement, as well as other issues. Due to permit issues they had to reschedule to come back . They came out the following week, to create more issues. ******* cut the sewer pipe they were tying into, told me I had to call a plumber to snake the drain. I spent **** to have a Plumber come out. Whom informed me there was no issue with the pipe as well as showed me issues with the gutter system. I tried to get a hold of a Manager or someone who could fix the issues, explain to my why they happened and what the fix would be. I sent an email with pictures of the issues I have. NO ONE from FSM has tried to fix them. I have not seen a corrected bill. They are not following up on their end of the contract.

  

  Business Response

  Date: 05/03/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the General Manager will be out for a site visit on Thursday 5/9/24 @ 9:30a to evaluate the home and craft a solution 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.

  Customer Answer

  Date: 05/13/2024

  This issue has not been resolved. There was a rep Tom out to my house on Thursday May 9th to discuss the matter. At the time we tried to come up with a resolution. He was suppose to get back to me today Monday May 13th. I have not heard back from him. I am expecting to hear from him this week with the proposal of work being completed and a final amount due. Please reopen this complaint. 

  

  Business Response

  Date: 05/24/2024

  The General Manager made a site visit on 5/21. FSM and customer are finalizing negotiations for a refund amount and will begin processing the refund once approved by both parties.- Foundation Systems of Michigan

• Initial Complaint

  Date:04/30/2024

  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.

  In 2022 we paid ***K for a basement waterproofing installation. The person who sold us the installation I was told moved out of state later on.
  - They did an installation.
  - Later on in 2022 we determined that the installation was only partial. Significant lengths of the basement behind appliances, therefore not directly visible or easy to inspect, were left uninstalled.
  - Their field supervisor came back to complete the missing installation.
  
  In 2023 there were substantial rainfalls and our basement kept getting flooded. Contacted the filed supervisor and he conducted a flood testing that determined the whole installation was failing. That is the complete length of the installation, not only just parts. The installation was completely ineffective in that the whole basement was getting flooded and no water was channeled into the sump pump where it was supposed to be channeled.
  
  We allowed time to identify effective remedies but nothing was identified. The field supervisor proposed re-doing the whole installation, but we cannot afford to redo the same type of installation and expect different results.
  
  Therefore, we have been requesting a refund since early this year. Then we ran onto unresponsiveness. I have been calling, texting, and emailing. Most of the time I get no responses. A few weeks ago the field supervisor emailed me that he informed a production manager and a general manager who were going to reach out to me. Nothing happened.
  
  I am still trying to contact them.

  

  Business Response

  Date: 05/06/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us there was a scheduled visit by the General Manager on Saturday, 5/4. Customer was still out of state and could not make it this weekend.  We have rescheduled our visit to this coming Saturday, 5/11 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:04/23/2024

  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 in June 22, 2023, Foundation Recovery Systems to correct the sinking floors in my house. I paid $********* for a beam to support the house and also to dig a 2' x 2' x 2' hole under each jack and filled with white rock to keep the jacks from sinking down further.
  I paid for a 1 year inspection policy. In April 12, 2024the company called me for the year inspection. I told the inspector that the floors still made a lot of noise. He went to the crawl space and said the jacks had sunk down 3/4 inch in the past 9 months. If the crack was done right, would this have happened?
  My question is: How much farther will the jacks sink and the floor sag?

  

  Business Response

  Date: 04/26/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that according to our records, we received no contact from customer  for us to attempt to address concerns prior to this complaint. After receiving this complaint, the General Manager (GM) and Production Manager (PM) personally went to visit the customer on the morning on 4/26. She believes we lied to her and are a "Shady" company.  She gave GM a hammer and requested he "Beat" on the steel beam since she doesn't believe we installed it and doesn't want our "fake" photo's (She had no other complaints than this). The GM and PM went under the home and did exactly what she requested.  According to the managers, this project install was amazing, and have ZERO concerns with this install.  After they checked over everything, they went back upstairs, she came to the door and GM verified she could hear them "beating" on the steel beam which she said she could.  She informed them she wants us out here next year checking on our jacks at no cost to her then shut the door. 

  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:04/19/2024

  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 June 19th we paid AFS ********* to install a sump pump and to remove and reinstall insulation. We recently had another company come out and advise that the sump pump was installed improperly on the highest point of the crawl space rather than the lowest point. Piping was not fully covered underground and not properly installed so that it will shift over time. AFS recently came out for a maintenance inspection and advised that mold was in the crawl space but the other company found no mold and found the crawl space to be dry. AFS has been very difficult to get ahold of when you aren’t dangling money in their face. We would like for AFS to properly install the system we are paying for or provide a refund to cover the remaining cost of the loan amount we had to take out for the repair.

  

  Business Response

  Date: 04/24/2024

  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 went out to visit with the customer and after inspection of the drainage system and pump system that we installed we have determined that the drainage system was in fact installed to S.O.P. However, the pump system is installed in the incorrect location. The original drawing shows that the pump system should be located in the left rear of the home. The crew installed the pump at the front left corner of the home near the crawlspace access.  It was determined by measurement (floor joist to soil) that the lowest point is actually in the front right corner of the home near the garage. We have scheduled and confirmed a new appointment for Wednesday 5/1/24. At that time a  crew will install a new single sump system and will schedule electrical installation, all at no cost to 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:04/18/2024

  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.

  I cancelled the contract with AquaGuard within the permitted timeframe, however the company deposited the check. I have contacted AquaGuard several times over the last few weeks and spoken with 2 individuals who have promised to escalate the issue to have my money refunded. Each person has committed to a callback, however I have not received my money or a callback.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the customer has been calling the North office and apparently there is still an extension for accounting on the call menu. However, the accounting office is no longer at that office, so we are working to remove that option. We have processed a refund for the check, verified the address and are requesting the check to be overnighted. 

  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:04/17/2024

  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.

  I have called numerous times about the malfunctioning basement system and their equipment. I am concerned my basement will flood soon. It took three days to get a call back. I was told May 14th is the earliest someone could come out . That will be too late. Please help.

  

  Business Response

  Date: 04/17/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us they have been in contact and confirmed a a move up to Thursday, 4/18.

  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:04/10/2024

  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.

  Aquaguard came to my home 3/14/2024 to fix a brand new gutter that they initially installed a year prior. Aquaguard has been called over 20 times by myself and the hoa board over the issue. The backside of my home was brand new when the gutters were initially installed.,The person that installed the gutters did a terrible job and i had rain running down the backside of my home that i reported to Aquaguard multiple times after the installation. Aquaguard attempted to come out and caulk the gutter which did not work then on 3/14/2024 they came out again to caulk the gutter. I reported to Aquaguard that there was damage done to a room underneath the gutter in the inside of my home and they assured me they would fix all of the damage that the fault my installation caused but they have not fixed the damage. I have called multiple times and keep getting told the manager would call me back but i still haven’t received that call. Damage is still in my home and will turn into mold if not taken care of soon.

  

  Business Response

  Date: 04/11/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us they have scheduled with the homeowner to go out and address the concern on Wednesday 4/17 @1pm.  The Field Superintendent and our gutter crew will be onsite to repair and address any further concerns.

  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: 04/21/2024

  
  
  ****** ******** *******
  
  
  
  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:04/08/2024

  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.

  Aqua Guard took close to ***** to lift my sinking garage floor including the apron.
  They did not accomplish the task promised and disregard my communication attempts.
  Please assist.

  

  Business Response

  Date: 04/08/2024

  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 site visit to confirm that the area had settled and requires additional lift under warrantee. A crew is scheduled for April 11th to perform additional lift of the affected area.

  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: 04/13/2024

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