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

  
• 

  Baker's Waterproofing

  5 Industrial Rd Building A Washington, PA 15301

  
• 

  Ohio Basement Authority

  2421 McGaw Rd Obetz, OH 43207-4513

  
• 

  Foundation Systems of Michigan, Inc.

  32985 Schoolcraft Rd Livonia, MI 48150-1610

  
• 

  Alabama Foundation Specialists, LLC

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

  

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:03/08/2024

  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.

  In 2020, Foundation Support Specialist did a job on our home for foundation issues. At this time, we trusted they were doing the right thing and we followed their recommendations. They stated it would take some time for the home to settle so we waited. A year later, we were still experiencing issues with our foundation and the same issues were getting worse. We tried on multiple occasions to contact them and we kept getting the run around. They came out on February 24th, 2023 and June 28th 2023 and got new evaluations but no one followed up with us. In between these dates we constantly reached out to them and kept getting told someone would follow up. Everytime they have come out, their evaluations have been significantly different. In December 2023 we finally got in touch with **** *****, Product Manager. All he did was tell us that we needed to get new work done. During this whole process there was a lot of confusion and each time I spoke with someone or someone new came out, we had to explain the situation over and over with no resolution. The original work was not done properly and this has caused significant damage to our home. We just want our foundation fixed properly to prevent further damage. We have also gotten different opinions from other companies and they have shared their recommendations would have been different based on their evaluations.

  

  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. The General Manager informed us he met with the homeowner. She stated that she began reaching out in 2022, which was prior to merge of Foundation Support Specialists with the parent company, Groundworks, and did not get any response.  The meeting went well, we have sent her a proposal for additional piers. We both agreed to have a plan resolved by 3/13 so we can schedule the work. 

  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: 03/14/2024

  
  
  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:02/26/2024

  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.

  Indiana Foundation Services came to our home on 1/8/2024 to fix the foundation of the house. One of the first things they did was to sever the waterline while digging. This happens, I told them to fix it. They replied that a crew would be out the next day to fix it (meanwhile we have no water). The next day, I was informed that they won’t actually fix it. So I make arrangements for someone else to fix that evening 1/10. Then the fun begins of trying to get an answer on how & who was going to pay for it? I had coverage added to my proposal that was supposed to waive all potential utility damage. But nobody in the office wanted to make the decision to help! Then finally I get a call for someone that says that she’s been sick and that she would take care of it. That was on 1/12. I submitted my paid receipt and was told that it would take 2-3 weeks for payment. I followed up on 2/5 with an email and received a response on 2/12 that it would be investigated and that I would have an answer the next day. I spoke with someone again today 2/26 and was told the request was submitted on 2/20, so I can expect a check in 2-3 weeks! If you want customer service and answers to your questions STAY AWAY FROM INDIANA FOUNDATION SERVICES!!!

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he contacted the Customer on 2/26 leaving a voice mail and text. Both messages explained that GM has contacted the corporate office to expedite the **** payment and that customer should receive it no later than Friday of this week. GM again apologized and assured him his check was in process and to please contact us if he doesn't receive it by Friday. Customer responded "ok". GM will follow up Friday afternoon to verify the check was received. 

  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:02/23/2024

  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.

  On 12/27/23. I signed a contract for waterproofing and stabilization of my home foundation walls through foundations systems of Michigan. The sales rep assessed my basement based on his expertise assured with great certainty and confidence that the job could be done by their company without thorough assessment giving that the full integrity of two walls were not visible at the time he insisted to assess. He insisted that he wanted to get me a deal and that price would increase at the top of the year. I agreed to move forward when he added a ***** end of the year discount making my total ****. He informed me that the project wouldn’t start for 2 months. So I began to prepare my basement for the project removing all paneling from walls, acquiring junk hall services, mold remediation and sanitizing, concrete sink removal totaling ****** out of pocket expense. My project was scheduled for 2/19/2024-2/22/2024. On the 2/19/2024 the crew came out and gave a brand new unexpected assessment offering me to stabilize the home without waterproofing. The crew also expressed the possibility of an inspector having an issue with visible daylight coming through the cracks. When I asked for a solution the superintendent offered the opportunity for tuckpointng to be done under the table aside from the company and it would have to be cash/check in hand. Presenting me with that possible option moved forward, my trust was gained hopeful since I already acquired loan funding and had no time to prepare in advance. Changing the order the company gave me a new total of ****+.The company has agreed to change my order removing items again upon request further decreasing my cost. However, due to the mishandling of the project and the known unethical behavior cost should further significantly be decreased giving that the original contract was undermined and the sales rep followed up saying he is 100% convinced the original job was possible all along. The integrity and truth was compromised.

  

  Business Response

  Date: 02/26/2024

  Thank you for bringing this to our attention.

  We apologize for the issues and have forwarded them to management. The Production manager informed us after talking with the customer this morning that they have agreed to finish the remainder of the project on 3/1. 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:02/22/2024

  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.

  They came in to lift my foundation on my home and to add poly to my foundation to help stop more damage to my foundation. During the initial work, my gutter was damaged. It has been repaired but I am still awaiting reimbursement. After completion of the work I remodeled my bedroom which is where the poly was put into the foundation. I then discovered that I was not getting any heat in my bedroom from my vent. I tried cleaning the vent to discover that the brush I used was blocked at a certain point. So I purchased a camera to go into my vent and discovered that my vent was being blocked by the materials put into my foundation. I called their main number and left a message for the GM. After a few days with no call back, I emailed the GM with pics. He said someone would be in touch. After a week I called his cell and left a message. No call back so after a couple days I sent another not so nice email to which he called me back within minutes. I have taken 2 days off work and the issue is still not resolved and no completed plan in place. I was told earlier this week that this issue would be taken care of yesterday. The full plan was explained to me on Monday. I took off work. Yesterday two employees showed up and they wanted to put a hole in my floor and leave it. I was told everything would be done yesterday. I don’t want a hole in my foundation just left until they have time to fix it. I was told they would move my furniture and take up the floor. These two employees had no idea that I even had flooring down. The lack of communication with me and their employees, the lack of planning everything out and the fact that they are expecting me to work on their timeline without respecting my time and the fact that I have a job. I want a full plan put in front of me. At this point I’m out of PTO so I need them to work evenings or weekends to get this done, pay me for the gutter and get heat back in my bedroom.

  

  Business Response

  Date: 02/27/2024

  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 and a Service Technician did a site visit on 2/26. Came up with game plan to resolve the Poly blockage in the HVAC and set a follow up visit for Service Tech and crew to fix the issue on Tuesday, 3/5. they were able to get measurements and scope it out better during this visit.  Customer also is aware that the refund check was sent out to her last week in the amount of *****

  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: 03/08/2024

  The issue has not been resolved.  There is movement to a resolution but I still have no heat in my room.   They are meeting with us next week to discuss the next steps. 

• Initial Complaint

  Date:02/20/2024

  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.

  On September 16, *0*3, I met with a representative of JES Foundation repair to receive a quote on encapsulation of my crawl space. During the time, the tech and I discussed the need for a dehumidifier and condenser pump to ensure the crawl space remained dry. He quotes that the price from JES was more than the actual unit that could be purchased on Amazon, and showed me what they used. I purchased a AprilAire E080 Pro 80-Pint Whole-House Dehumidifier + Model 76 Wall Mount Dehumidifier Control, Commercial-Grade Whole-Home Dehumidifier for Basement, Crawlspace for ******, and AprilAire 4856 Low Profile 1*0V Dehumidifier Condensate Pump for AprilAire Crawl Space for ******* while the tech stood there. I was under the impression that they would install the dehumidifier and pump when doing my encapsulation. I signed the contract, and waited for more than two weeks for the company to set up the appointment. I ended up calling them in mid-October to set up my appointment as no one had called.
  
  When the team came in late November to do the encapsalation, they were very professional and did good work. However they told us that they didn’t have an order to install the dehumidifier, and there wasn’t an outlet to do so where it should go.
  
  I had an outlet installed and called to reschedule a time for installation. They then told me that they don’t install someone else’s equipment and wouldn’t do so. There was also a mixup in their records on if I paid or not. In the end, I was told to contact higher ups in the company, and they would already be appraised of my issue. My wife and I sent two emails to those individuals and they have not responded.
  
  All we want is for them to install the dehumidifier their tech recommended I buy. I’ll even pay, but I’m out ***** dollars and still don’t have a finished crawl space and now we are noticing water in the area.

  

  Business Response

  Date: 02/20/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager had a conversation with the customer and then informed us expressed great satisfaction with the completed work. He commended the crew for their professionalism, politeness, and thorough explanations before commencing the job. This issue, is that the customer was advised by our initial inspector to purchase the dehumidifier and condensation pump online from Amazon, under the premise that it would be more cost-effective, with our company offering installation services. Acting on this advice, the customer made the purchases while the inspector was present.

  While this is not a standard practice at JES to install items that are not from our company, this is a special case, we have a Technician scheduled for Thursday (*/**) to install the units the customer was told to purchase by our inspector.

  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: 02/22/2024

  
  
  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.  They remedied the issue, and I ask that the complaint please be removed as they went above and beyond to fix the problem.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:02/17/2024

  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.

  Hired Tar Heel Basement Systems to complete encapsulation and sump pump installation in crawlspace. Worked started on August 7, 2023 and supposedly completed August 8, 2023. Was told I would be contacted about scheduling necessary inspections. Never heard anything through email, text or phone communication. Called after a period of time talked to **** and told he would check and get back to me the next day. No reply from **** on next day. Called again and was told by **** that electrical and construction inspections has been completed. Asked him for documentation. He sent me a copy of something, but honestly didn’t look at it. Received a letter in January 2024 stating I had an outstanding permit that was expiring in February from NC state Inspectors/ building permits. Called and was told it was from Tar Heel job. At that time scheduled inspections that had never been done January 23, 2024. Did not pass inspections, siting 5 problems. January 31, Tar Heel came out and was told they took care of problems. They were suppose to call and let me know what time that day they would be heading my way. Called at noon because I had not gotten a call and was told they completed job. So they were under my house without me knowing while I slept. Inspectors back out and didn’t pass on 2nd inspection on February 2. Today is February 16 and Tar Heel has not contacted me about returning to address the problem(s). Also I fianced though ******** and Tar Heel was paid without authorization from me. This job was started 6 months ago and I haven’t gotten the benefit of incapacitation for my moisture problem. I want the job completed satisfactory and some money back. Also this company was an hour last for initial job and I had to call to see if they were coming. Sales representative have not contacted me since he sold me the service, no follow up. Poor customer and quality service. They only care about a score of a 10 on survey.

  

  Business Response

  Date: 02/20/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us after talking with the Customer, there were two main complaints we are addressing. 

  Refunding ****** that was left on the loan account to **** out her balance owed. 

  As for the failed permits, we originally failed for 4 reasons on 1/23. We went back on 1/31 to address all these issues. Then another inspection was done on 2/2 that highlighted 3 completely different things that we failed for. We are going back on 2/27(per customer request) to correct these things.

  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:02/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Foundation Systems of Michigan installed pillars under the front portch of my home. One of the pillars damaged the sewer line which cost over ******* to repair and ****** in damage to the basement when the damage caused the sewer to block and backup into the basement.
  
  I've reached out to FSM on several occasions and they are not returning my calls.

  

  Business Response

  Date: 02/19/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us we have come to a verbal agreement with the customer to refund ********** *********** for the plumbing repair and ********* for their insurance deductible).

  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:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 6th 2023, FSS Foundation Support Specialists installed 11 push piers (steel rods hydraulically pushed into the ground to "reach bedrock, ensuring long-lasting stability"). On Jan 19th 2024 we reported evidence of shifting, drywall cracking, floor dropping, door gapping and other indicators of foundation instability to FSS's certified field inspector who sold the system. On Feb 8th we were finally contacted by FSS service to schedule a "priority" inspection for April 8th a further 2 month delay from the report of problems post-installation. To date the FSS foundation support solution for which we paid ******* has not resulted in any improvement in foundation stability. FSS Service has not prioritized a review of the problems of this new installation and has instead stalled any action claiming they are "busy". Both the FSS foundation slab settlement solution we purchased and their follow-up service have proven disappointing and ineffective to date.

  

  Business Response

  Date: 02/15/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he did a site visit on 2/15. Met with customer. Same cracks they had before the work was done seem to be opening up again. They did not have the cracks repaired but stated that they had closed during the work. GM took elevations but the back of the house showed over 2 inches higher than when final elevations were taken. GM believes that his zip level was out of calibration. A Technician will be returning 2/16 to take elevations with a recently calibrated tool to verify the measurements. and then move forward with assessment and planning of anything that may need done.

  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:02/09/2024

  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.

  The work was contracted to fix the separated bricks, cracked/broken/separated concrete, the foundation, the wall separating in the garage and stop the rain from entering into the garage.
  
  The garage area that had the work still has separation in the wall and the rain still enters into that area.

  

  Business Response

  Date: 02/09/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Superintendent was in contact to schedule a site visit and customer chose 2/21 at 2 pm. 

  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:02/07/2024

  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 use Basement Authority of WV and paid ********** for a crappy job that we had to fight for to even get done. We paid the deposit in August. Were lied to about the initial project by a person who was newer and didn’t know what they were looking for. Took time off work to have our job done in October and they couldn’t do it because of the issue they specifically told us didn’t need done (a shower needed removed and we weren’t told it wasn’t necessary by the sales lady). Waited to save up more time off and got the project started in Jan. The concrete work was horrible and humped up. The knocked a baseball size hole through the foundation wall. The sump was put in the wrong place. The discharge pipe was put just a few feet away from the house with no where to discharge to. The discharge pipes to the outside had open air around them you could see daylight. Corner pieces weren’t placed and the pipes didn’t even come together. Concrete on the top of the pipes we had to scoop out ourselves before it dried. Concrete in our shower drain we had to scoop out and still dont know if any is further in the drain. The workers were smoking ********* on the job. They left my door standing wide open to “go to Lowe’s” with no one home. Had a supervisor out the next day and got scheduled to have things fixed. They came a few days later. All we got was an apology. They never did scope our drain like we were promised. We were also told they needed to put some sort of cap on the end of the discharge pipe which was never done but they charged the full balance before fulfilling those. Their fix for the hole was spray foam insulation with a patch over it. We were offered no sort of compensation or refund which is sad for a company who brags about their ratings and uses that as a sale pitch during their estimates. A lot of money spent for a crappy job, and a lot of unnecessary stress and used PTO. They’ve got their money now and don’t care.

  

  Business Response

  Date: 02/12/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that the General Manager conducted a site visit last week to asses and discuss the concerns. We repaired some issues on Friday (2/9), and have a professional Plumber scheduled for 2/16/2024 between 8:00am and 12:00pm to address the shower drain.

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