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

  
• 

  Ohio Basement Authority

  2421 McGaw Rd Obetz, OH 43207-4513

  
• 

  Foundation Systems of Michigan

  5985 Clay Ave SW Grand Rapids, MI 49548-5769

  
• 

  Alabama Foundation Specialists, LLC

  130 Interstate Commerce Ct Bldg 100 Alabaster, AL 35007-9518

  
• 

  Alabama Foundation 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:03/19/2024

  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.

  Contract Number: ******
  
  I had hoped it wouldn’t come to the point where I’d have to write a review, but this situation just keeps getting worse with each visit. My project started with JES in 2021 when I had ****** ******* take an initial look at my property. In 2022, ***** came out, surveyed the property, and drew up his diagnosis and report. He assured me that the proposed work would resolve the problems he identified. ***** and other professionals visited the property on several occasions; however, the scope of the work was wrongly diagnosed and did not resolve the problem we discussed. There are obvious communication gaps within the company. I emailed and called several times to discuss the project but had to wait months before receiving a call/email back. When the manager came to do his inspection, there were no actionable solutions provided. He suggested to have the doors realigned but this action does not remedy the persistent sloping of the house. They claim to be the best foundation company in the area but do not provide qualified professionals to complete their contracted projects. I am BEYOND disappointed by the quality of work as well as the length of time it has taken to resolve this issue, especially for the exorbitant price they charge. In addition, I have not had use of my basement for over a year and have lost income due to this. At this point, I would not recommend this company to others.

  

  Business Response

  Date: 03/26/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us our engineering team has completed the evaluation of the project and is currently preparing the report for the client. Once the client reviews the report, our engineers will schedule a meeting to address any questions or concerns she may have. We will coordinate with the client to determine the most suitable time for us to meet her at the property.

  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:03/19/2024

  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.

  hired a foundation company to replace wooden beams in my home and create a permanent foundation as advertised (even their invoice states "permanently stabilize floor framing system - attached)... two years later the foundation is failing again as they neglected a major support beam. I am asking that they do the repairs or at least settle an amount that I can pay someone else to repair the job.... I have a contractor that will do it for ******** But I paid them over 20K.

  

  Business Response

  Date: 03/22/2024

  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 over concerns with floor framing system and issues on the inside of the home (floors being unlevel, popping, and dips in certain areas). GM took measurements of the upstairs and did a 2nd inspection in the crawlspace to determine exact areas of concern.  A contractor came to replace 12 feet of the girder, and sister joists, and lift 1 inch of the girder. Customer is confident that this will take care of her issues, GM re-reminded her of the need for an encapsulation as discussed yearly since initial installation. After consulting with her, GM reviewed the possibility of helping her with the contractor's bill of ***** to fix issues, but it would require a release that would need to be signed. After reviewing this, we have agreed to go this route.

  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:03/13/2024

  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 contracted with Tar Heel Basement in Sept. 25, 2023 to "lift/stabilized" our foundation of our home. They worked at our home for a week. We had several things "not" finished so we called back several times, they came back out several times and still to this day are not finished. Our house is not stabilized and our french drain system is not in place and not working properly. Several other items are not done. We have reached out to Tar Heel and the engineering company several more times and get no response. The total cost is about ******* we had to get loans from two different companies and they paid Tar Heel already and now they want us to begin paying back. We keep telling them the work is NOT done and we are not paying until it is complete. We still can't get anyone to respond to us or come to house to check it out.

  

  Business Response

  Date: 03/18/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Production Manager informed us the customer will be out of town and will return April 2nd. We agreed on the date of April 4th to have a crew come out as well as the PM and a SuperIntendent to address the issues. We will be digging up specific piers that customer is concerned with as well as lowering jacks that are on their main girder to potentially lower high spots in the house.

  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:03/12/2024

  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 hired JES because our foundation was unstable and our chimney was pulling away from the house. I paid ********* to have multiple piers placed under the foundation and chimney. A couple months after the initial work, the chimney fell back away from the house. They came back out and re-pressurized the piers. I was in the house while they did this. I heard scraping, grinding and squeeling sounds. I went outside and the technician said "I think we added a bit too much pressure, the house started to lift up but I think we are OK". After they left I noticed new cracks in the chimney, foundation and my hearth. I called and was assured that it was OK. They said they would send someone else out to check the cracks. No one came. A couple weeks later, the pressure on the chimney became too much and it caused my family room drywall to bow and burst open. It bowed so severely, it pushed all my mantle decor onto the floor! The cracks in the foundation and chimney also became worse. It has been so many months of phone calls not returned, missed appointents, voice-mail ignored, and being told they don't fix "minor drywall cracks". After sending so many pictures, they finally sent a drywall guy to fix the wall. He pulled down the old drywall but said he couldn't put the new drywall up until the fireplace was fixed. (It currently is tilted downward). I also had a chimney expert come out who said they chimney was unstable and needed to be repaired. JES has stopped responding. We have sat through most of winter with no wall. It is cold in here and I am worried every day that my chimney is going to fall onto my neighbors house. My neighbors are quite worried as well! JES needs to repair the damage they caused and I should be compensated for the many months of stress and cold we have endured.

  

  Business Response

  Date: 03/15/2024

  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 has met on site with the Customer and an approved ***** and confirmed the action plan regarding chimney needing tuck pointing and not reconstruction. Engineer confirmed that piers are not moving. 

  ***** work is planned for 4/1/2024 as per Customer's 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: 03/15/2024

  ******** 

  What I am saying is they have not talked to me about any work being done. The manager came to my house, he said they were going to bring a brick *****/engineer out to my house and that we would make a plan together. That was the last I heard from them. They have not been back out to my house. There was no brick *****.  There has been no further communication. What they are telling you is implicitly false. Please do not close this claim. 

  

  Business Response

  Date: 03/22/2024

  GM has set up a second visit with the ***** and the Customer to answer any/all questions on 03/27 at 11am. Retuckpointing of the chimney is still currently set for 04/01.

• Initial Complaint

  Date:03/12/2024

  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.

  *** COMPLAINT:
  -JES/Groundworks job abandonment without any follow-up, reasoning, visit, job completion or communications
  -Amount paid to JES/Groundworks: ******* deposit; remainder to be paid upon completion
  -JES/Groundworks committed to the leveling of our front brick/aggregate topped porch by means of their foam/expansion solution injection via the top of our porch through multiple small holes they drilled
  -the "dispute"/complaint is that of job abandonment without follow-up, communications, reasoning and valid proof of such
  -JES/Groundworks promised to contact us as well as to send a supervisor/manager to the work site (i.e. our porch) ...no such visit or communications ever took place!
  -JES/Groundworks contract: *******
  -we seek a professional completion to the job promised

  

  Business Response

  Date: 03/18/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Production Manager and Superintendent completed a site visit 3/13 and determined we are going to reattempt the job. Contacted customer on 03/13 at 2:17 PM and confirmed 04/03 install date with the customer. Follow up has been set for General Manager on 04/02 to confirm appointment and 04/03. 

  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:03/12/2024

  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 met with (FSS) Jarrett in November 2023 who came to give us a quote. He was great (at first) he told us a rough plan of what we needed to do before fixing the foundation we needed to excavate. We talked a bit on pricing, but not too much since we had to excavate first. He told us they had some companies for financing because excavation alone was estimated at *****. My husband signed to approve the credit run because he said this would give us an estimate of where we would be at as far as for later on the actual foundation repair. He told us this would be done after the holidays because they were busy but right after we would get back together and go over the process and actual costs. Well come the end of January we have a man (no uniform, no work labeled truck) show up mid-morning show up and ring the bell to announce he was here to excavate the home. Up to this point we had not heard from anyone in this company. Obviously we were not ready, we had not heard from anyone, had no plan, no actual pricing nothing. We told him we could not do this at this time he said a manager would call us, still no one called. Mid February we get a notice that ***** were released to this company since the company FSS stated to the lender that the work was completed. We filed a complaint with FSS and with the lender. The lender alleged they were given a contract and FSS Jarrett has no responses. He suddenly has the number for my husband and my email where he contacted both to say they can now do the work. At this point, we are no longer intrested in working with this company however, they are keeping the funds apparently because they have not returned them funds back to the lender. If you are thinking of having work done to your home DON'T even meet with this company. Save yourself the headache and look elsewhere.

  

  Business Response

  Date: 03/15/2024

  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 contact the customer and the customer's complaints mirrored that of the one left here. Customer stated the following:
  -Did not know he signed up for financing (multiple documents signed informing customer what he was doing)
  -Did not know he had a contract with us (multiple pages signed with scope of work outlined).
  -Did not know he had an install date (install date was set up with customer, was rescheduled due to weather, locates were performed, multiple phone calls with voicemails by multiple team members, customer stated they would check their calendar to see which date worked best for them). 
  -Our crew arrived to install work and homeowner stated he did not know he had work scheduled with us and that time and sent crew back to branch as he was not available. 
  -When customer received monthly payment invoice from Sunlight he was upset because no work had been done yet and he did not know why he was being billed. Original Inspector reached out to explain and recognized that the customer was not wanting to move forward with the work and moved the cancel the job. The customer stated they were not going to get any work done with us, owed nothing since no work was done and refused to sign the cancellation notice.
  -Based on the above information we cancelled the project and the loan with Sunlight. They have no due balance and no obligation to Foundation Support Specialists. They have been informed of this and stated they have no outstanding concerns with our business.
  -GM asked if they would like for us to send a different inspector out to see how we can fix their home and Customer was not interested.

  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:03/12/2024

  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.

  7/26/2023 appointment with ****** ******* ************** who was a salesman, not someone to access the situation and make informed decisions. Contact ***** **************, the only management in the area according to him, later said ****** was fired for such causes. After this time ******* came and removed two old posts and installed 6. No difference in my floor (kitchen, bath, and eating area). He was sent back and moved the six to the center of the floor still no difference. 8 more crew members came after that (not all at once) and one crew stated the eating area is not included and it would be a deal breaker if I insisted. The other crew came and said they would move the other posts around and find some others but one said the a/c heater etc equipment was in the way and he thought the wall attached to the main house needed more attention. Obviously everyone that came was an expert according to themselves. When told to fix it if they could they took pictures and drawings back for ***** to review. Never one time did ***** call or text in a timely manner. By the end of the day meant I'd have to contact him in a few days. Many times when calling him he was at ****** ***** with his family or Virginia Beach with his boss. Had to go to the hospital, his boss was off work that day. Lots of apologys. DON"T
  answer a business phone and say you are on vacation. Now today he sent a message that read "Yes Mam, I did speak with them and seeing as though we did fulfill the work as contracted you are free to explore any avenues you see fit." At this point I need them to take their poles and refund the money. DO NOT EVER CONTRACT with his company. Look at revies and you'll see many unresolved. When ask if there is management in this area he says he is the management. I'm 70 years old in a wheelchair and my husband is 84 and uses a walker. WHAT kind of company is this.

  

  Business Response

  Date: 03/13/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Regional Manager (RM) called the customer to confirm our assumptions and determined the right thing to do was to refund the customer. While we were covered from a contractual standpoint, all permits were closed, and the customer was paid; we failed to do the right thing. After reviewing the job in detail with leadership, RM made the call that we failed to address the customer “why” and sold them a solution that, on surface would’ve satisfied a customer’s questions about the solution but would never address the why or the root cause. Along with the refund, we will remove all product installed at the customer’s request. 

  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: 03/13/2024

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

• Initial Complaint

  Date:03/11/2024

  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 hired JES to encapsulate my crawl space in November 2023, which they completed (removed old insulation, insulated crawl space walls, installed dehumidifiers, installed doors on crawl space entry). However, I have recently contacted them because one dehumidifier runs constantly, which should not be happening at all in winter according another company who came to spray foam the rim joists to finish the encapsulation process that JES doesn't do. I have also found evidence of mice entering the crawl space since they encapsulated the space, showing that something was not done properly if they can still enter the space. The temperature of the crawl space and the floors above it are still significantly colder than the home's thermostat reading.
  I have written to the company twice in two weeks, to the customer liaison person with whom I worked on the contract, and never received a response once. There are no other contacts for warranty complaints listed in the agreement. I just want them to fix these issues so that I don't have mice and that the dehumidifier doesn't burn out and my home is the right temperature.

  

  Business Response

  Date: 03/18/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us a Service Technician came out to asses the issues with the mice infiltration, cold floors, and the dehumidifier running excessively. Regarding the crawlspaces, it is worth noting that the crawlseal was pre-existing and not installed by us. 

  Here are the proposed solutions:
  Install insulation in the floor joists for both crawlspaces.
  Seal any holes in the floor, particularly at the ends of a couple of joists, to prevent mice ingress.
  Seal the old crawlseal on the ground to the Xbloc on the wall using new crawlseal and white tape. This will prevent excess moisture from the ground entering the crawlspace, which is likely causing the dehumidifier to run excessively.

  The Service Technician demonstrated exceptional professionalism in assessing the situation and proposing viable solutions. Following the evaluation and agreement on the proposed actions, the customer will sign a new contract to proceed with resolving the issues. Once the contract is signed, we will schedule installation.

  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: 03/18/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  The work proposed is acceptable and a new contract was signed for additional work that was not in the original proposal as part of the solution. The resolution is agreed upon but not yet completed.

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

• Initial Complaint

  Date:03/11/2024

  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.

  We had a French drain installed by BQ basements at the end of May 2023. In January of 2024 we had our first big rain and the basement flooded. I immediately called and scheduled for someone to come look at what the issue was, that person cancelled on me and rescheduled for the following day. A young gentleman came out the next day and pointed out the issues saying the crew did not finish the installation and that is why the water was backing up and flooding our basement and garage. He told me that the other issue with ground water, as well as the other issues would not be fixed unless I paid for them. I expressed my distain and said it had not even been a year since installation, he admitted their wrong doing and I should not be held financially responsible for their mistake. Two weeks went by without a single call from BQ basements, so I called. I was able to get an appointment to have a crew come out and fix our issues; i expressed everything that was wrong, as the foreman I spoke with was unaware of all the issues with our basement. The crew should’ve been here at 1pm and by 3pm they still had not shown up or called, so I called and the answering service said they got caught up and wouldn’t be making it today. Again, I expressed my distain for not even reaching out to let us know and asked them to deal directly with my husband since he had now missed a day of work to be there. They again sent a foreman out who spoke with my husband and they scheduled a time to come and again, never showed up. Our basement flooded again this Saturday 3/9/24 and to this day I have not heard back from anyone about fixing our issue. I’m currently paying a very large loan for this work that was not completed properly and can’t seem to get anyone with any authority to call me back or handle our issue. Homeowners will not cover the damage to our property because it was due to their negligence with installation.

  

  Business Response

  Date: 03/15/2024

  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 scheduled for 3/18 repairing 2 sections where they are experiencing leaks in the basement gutter system.

  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: 03/20/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21414567, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:03/08/2024

  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.

  My neighbor had her foundation repaired and lifted, we share a zero lot line easement and when they did the lift they did not know her foundation had a concert ledge that was on my property.( which was explain to me by the foreman that day. When they did the lift it push all the dirt under my artificial turf. My neighbor was made aware and the foreman of the company contacted the manger and the sales person. My yard has about ** plus in damages including my back gate. We still don’t know the extent of damage to my french drain or my irriagation system. My neighbor via text told me to direct all question to the foundation company and I did so. They say they are coming by ,but never show. I have repeated reach out by text, e-mail and phone with no assist from they. I need to seek legal assistant but still doing research to see what kind of lawyer to get. I made both my neighbor and the company aware of this. I have videos, pictures of the damage and videos of the foreman talking with me. Texts and emails also. In the photos you will it looks like hill. thats the dirt push up. I have over 147 pictures

  

  Business Response

  Date: 03/14/2024

  Foundation Support Specialists has and continues to complete the work and repairs in the August 2023 contract at the neighboring residence in San Antonio, Texas in a workmanlike manner and in accordance with standard industry practices, the manufacturer’s installation guidelines, and in compliance with local, state, and federal rules, regulations, and codes.  In sum, FSS fully fulfilled its contractual obligations and duties under the Contract for the Customer.  
  
  The author of this complaint, Customer’s neighbor, has expressed some concerns and issues.  While such issues raised appear to be related to a disagreement between neighbors, FSS has responded to everyone’s concerns in a diligent, expeditious, and comprehensive manner.
  
  FSS continues to work with the Customer and neighbor to better understand and address their concerns and issues.
  
  Thank you.