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

  
• 

  AquaGuard Foundation Solutions

  875 Pickens Industrial Dr Marietta, GA 30062-3100

  
• 

  Ohio Basement Authority

  1270 Hill Smith Dr Wyoming, OH 45215-1228

  
• 

  Foundation Systems of Michigan

  3805 Elmers Industrial Dr Traverse City, MI 49685-8311

  

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:12/13/2023

  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 agreed to a plan of a 3day job to start 9/25/23, replacing the center beam and posts with their engineer created intellijacks. We did not get what we paid for, and we have yet to receive a return call or follow up from management. We paid them *******, and are out more than that because of missing work, delaying 3 other contractors and unnecessary emergent plumber fees. On day 1 they stated “we only have one hole left to dig and it will be done before we leave today.” By day 3, the work wasn’t complete and they blamed it on sewage leak. We got that resolved (wasn’t sewage) and another crew came out and told us the job couldn’t be finished because of a drain in the way. No one mentioned this on day 1, 2 or 3, and we had the plumber out already and could have had it moved (yet another plumber fee). The job was finally “finished” but after seeing the work that was completed, we had a supervisor come to the home to see that the beam was already starting to separate (still), the beam wasn’t centered to the jacks and the jacks weren’t centered to the cement plates placed. He agreed it wasn’t their standard and it wasn’t correct. He did send a 3rd crew out to complete and repair what they could (without completing redoing everything). The management is aware and we have not had any follow up from them. Groundworks sells their “intellijacks” with warranties, but this is not beneficial if not installed correctly. We were told that Indiana Foundations is owned and ran by engineers that designed their intellijacks, but they clearly have no idea what is happening on their jobsites!

  

  Business Response

  Date: 12/19/2023

  Thank you for bringing this to our attention. We have forwarded the concerns to management. They informed us the General Manager and the Office Manager have been in contact with the customer. They have been in negotiations for an agreeable refund. 
  
  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: 01/08/2024

  We did finally get an agreement with Indiana Foundations, but we were waiting for the contract to be sent to us.  We have just signed and returned the contract. Thank you for your help. 

• Initial Complaint

  Date:12/10/2023

  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 had JES come to my home I had just purchased. It's a small house and it seems the representative did a cursory inspection. That included jumping up and down on my kitchen floor showing how sturdy it was. However, I hired a contractor to build an addition and I immediately ran into trouble with the city of Danville inspector. Our bedroom was not built using a concrete footing. The blocks were just installed on the ground. Now the inspector wants me to dig out under my existing bedroom and have a footing poured. I can't afford that and the new addition. It seems JES would have seen the problem because there are some blocks with no mortar in between the blocks.

  Customer Answer

  Date: 12/11/2023

  Please withdraw my complaint...Jes came by and checked my foundation and they did miss a repair that needed to be done.  However, since they found "nothing" wrong there was no paperwork.  the visit was free. Thank you.  

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had work done on the cracks in my driveway on 11-02-2023. After a couple of weeks (11-14-2023) I called the office and said I would someone to come out and look at the work that was done (I wasn't happy).
  I called 11-14-2023 Left message to call
  I called 11-15-2023 Left message to call
  I called 11-16-2023 Service Dept said someone would be out 11-29-2023 No one showed up
  I called 11-29-2023 was transfered to Service Dept. Left message to call @ 10:46. No one called.

  

  Business Response

  Date: 12/11/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the team failed to call the customer prior to her reactive service appointment on 11/29 to let her know we had to reschedule to 12/15. The appointment was moved but the customer was not communicated to. (We have addressed this with the scheduling team to ensure better communication and documentation moving forward with homeowners.)

  GM has reached out to customer and confirmed 12/15 at 4pm works for the crew to come out and address the concerns.

  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:12/08/2023

  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 started with a puddle in my driveway. Reached out to company to fix it. The company came out said they could fix the problem. They sent a crew out did work. The problem wasn’t fixed. They came back out. Sure we can fix it. Sent another crew out. Still not fixed. They later said sure we can fix it but will be an additional *****. If the first two times didn’t work why would I think giving these professional people more money if they didn’t know how to fix it twice. Now I’m still having same problem and I’m expected to pay for repairs when problem was never solved

  

  Business Response

  Date: 12/11/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. To break down the timeline:

  The customer's original issue was water puddling next to the side of the home. On 9/5 the crew was able to get the concrete to lift in the areas where the water was pooling during the initial install. Customer called back 9/12 stating that there was still water pooling in the area during rains. On 10/11 crew went back and got an additional quarter inch lift on the concrete slabs next to the side of the home. During the revisit the crew did mention to the customer that due to the slope of the concrete in other areas, to prevent water from getting to that area that other pads further down the walk way would need to be lifted or a trench drain installed to catch the water before it got to the side of the home. Field Supervisor gave a quote for both options. 

  Our Production Manager was able to get a hold of the customer and has a visit set for 12/15/23 which was the soonest customer will be available to go over the options that works best 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.

• Initial Complaint

  Date:12/05/2023

  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 signed a contract and paid a large deposit to Tarheel Basement Solutions on August 17, 2023 for them to repair several slabs of concrete walkway at our shopping center that had risen or sunken causing a trip hazard. I was told by the company’s rep (****** *******) the repairs would be made in about 3 weeks. After 3 weeks had passed and I hadn’t even been told a date for the repairs, I contacted representative ****** ******* at Tarheel Basement Solutions to inquire why there was a delay. I was told they had been busier than expected but they would get to our job as soon as possible. In the next few weeks, someone tripped and fell over one of the buckled slabs that was supposed to be fixed by Tarheel Basement Solutions (hereafter referred to as “TBS”). The injured party filed a claim against our insurance. I informed TBS of the incident. Still, several more weeks went by without repair. I made sent emails/called several times to push them to make the repairs since it was now weeks beyond the timeframe I was told. Finally the repairs at the shopping center were made on 10/9/2023, over a month beyond the quoted timeframe.
  
  Immediately upon them completing the repairs an issue was brought to their attention. They apparently raised a slab too much causing the front door of our largest tenant in the shopping center (a multimillion dollar large dental practice) to strike the bottom of the door threshold when opening. This makes it difficult for patients to enter/exit. TBS assured me they would make repairs ASAP.
  
  Since then, in nearly 60 days of waiting, nothing has been done. TBS assured me they would have the slab ground down as a temporary measure, before ultimately repouring the concrete on a weekend to minimize tenant disruption. I’ve contacted TBS multiple times with no response. This issue needs to be resolved as soon as possible as it is affecting the operation of an entry door. Since I have been unable to get this resolved myself, I’m filing this *** complaint.

  

  Business Response

  Date: 12/05/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that after speaking with the customer, we have then scheduled for 12/16 and 12/17 for a masonry contractor to go out and make the necessary repairs. This is on a weekend so that it will not affect the dentist office hours.

  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: 01/17/2024

  This complaint needs to be reopened.

  

  Business Response

  Date: 01/17/2024

  We apologize for any miscommunication. Our accounting team has made the ****** adjustment this week.

  As for the sidewalk itself,  we did get photos from the subcontractor confirming that the work was complete, and he said he even verified with the staff that the door was working properly. We are sending pictures to the customer to verify. As well as our Production Manager is still going to do a site visit tomorrow, Thursday, January 18th, to verify or determine what further action is required to remedy this concern.

  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:12/04/2023

  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.

  11/02-03/2023, 11/06-09/2023
  Paid-*********
  I called the Mount Valley Foundation Services About the sagging floors we have in our house.
  We were guaranteed that they could do the job. We still have the same issue today that we had then. I have reached out to them twice since the job was done. Now I was told if I raised my house it would cause my walls to crack. I would have never agreed with that if I had been told that in the beginning. Now I am stuck with the same problem with no resolution from them about doing right about us. I think Mount Valley is a rip-off. They tell you one thing just for you to sign the contract then do not do what you called them about. We even with the recommendation he told us. If we had known we were going to have the same issue we would had our sub-floors done by someone else.

  

  Business Response

  Date: 12/11/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us they performed a site visit and found areas of the previous work that need to be fixed. We will be addressing all issues from the work just installed.

  -Adding more InteliJacks under the main girder and other areas as determined during the attempt to lift the floors 
  

  -Installing breakaway screws to help fasten the subfloor back down to the joist in the living room to address improper repairs done by previous contractors

  -We will need to sister additional joist that are damaged or under non load bearing wall 

  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: 12/15/2023

  
  
  ****** ******** *******
  
  
  
  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:12/01/2023

  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.

  - 11/10 Sill Plate Replacement
  
  Had a section of sill plate in a converted garage that we saw needed to be replaced due to visible termite damage after removing some bricks in front of it. Techs came out to replace it & only brought exactly 20’ of material which is what was quoted (didn’t bring additional material) and replaced areas not indicated on the diagram so they didn’t have enough material for the other areas we intended to have replaced. It ended up being okay since those areas appeared to be in good shape but the techs called me 5 or 6 times for clarification and looked to me, the customer, for a solution when they ran out of material. They also called me multiple times for clarification on the scope. We were not home when the replacement occurred.
  
  We saw the replaced sill plate in pictures and assumed it was fine as we are not the experts. A couple weeks later, we had other contractors working on our house look at it and they noticed the sill plate was replaced but there was nothing connected to the sill plate - it doesn’t touch any of the joists in the wall leaving the entire wall unsupported, just floating. We have called 5 or 6 different numbers associated with Indiana Foundation Services, all unsuccessful in getting us in touch with someone who will respond to us. We were promised a call from a supervisor by Thursday and never got a call. We have emailed and called our sales person **** ********** multiple times with no response. We paid (and shouldn’t have) and now they have completely ghosted us while leaving us with structural nightmare. I don’t know what else to do, but we paid ***** for this replacement and are eager to get this remedied or at least looked.

  

  Business Response

  Date: 12/04/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Superintendent has communicated with the customer and explained our process over the phone. We will be performing a site visit on Thursday (12/7) to review, discuss, and plan for moving forward with a resolution.

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

  

  Business Response

  Date: 12/07/2023

  The Production Manager met the homeowner on site today (12/7).  He explained the work we did, and why and what the next steps for the customer would be to correct their concerns. The customer is going to contract a home remodeling service, to complete the work on the walls that is needed.  We agreed to refund a portion of the cost of the project as well. 

  Customer Answer

  Date: 12/08/2023

  
  
  ****** ******** *******
  
  
  
  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:11/28/2023

  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 signed and paid in full for carbon fiber straps to be installed. Salesman told me that I was lucky I was not in Mt Leabanon because I would have needed a permit and professional drawings. Three days later he called and tried to increase the price by *****, and told me that I do need a permit and drawings. 8 days later they canceled the contract. I feel this was a bait and switch, and when I didn’t pay they try canceling the contract. I want the work completed

  

  Business Response

  Date: 11/29/2023

  Thank you for bringing this to our attention. We forwarded the issues to management. They informed us that firstly, all money has been refunded for the cancelled project.
  Second, the Assistant Sales Manager had said the day he sold the project that he had thought it wouldn’t need a permit.  Upon verifying the location, we believe the Customer actually would need a permit. The signed contract is written with the stipulation that the Customer would obtain any permits if needed on page 2.

  We have attached the signed contract and screen shot of what was agreed to.
  
  Our concerns are:
  -The contract was written in the customer’s name. We have since determined that the property is actually owned by an LLC. Therefore, we would need the LLC’s approval and signature for any future work as they are the property owners.
  -The customer stated he’s a professional flipper, and cannot be available for the pre or post walk throughs.
  -The customer is demanding that we do the work and pull permits, at our cost, when the signed contract says otherwise.
  
  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: 11/30/2023

  I am the property owner, and they broke the contract. They should have not lied and said i did not need the permits. If they would have said we have to check into it then I would have understood. They did the same exact work on a house 1/2 a block away on the same street only a few months ago. I still feel this is a bait and switch. Also I am not a “professional flipper”. I have a full time job that has nothing to do with house flipping. I feel Bakers waterproofing has not acted in good faith.

• Initial Complaint

  Date:11/27/2023

  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 am writing to establish the events that have led to my current situation. On October 9th, an AFS crew came to my house **** ********* **** ***** ***** ** *****) to lift the perimeter of my porch as it appeared to have settled slightly. While using a small backhoe device to excavate the area in question, the crew unfortunately hit my house with the bucket. This was due to them concentrating on the water line that was directly below. It was minor (non-structural) and cosmetic in nature with damage to the vinyl siding. The foreman took pictures, documented the event, called his supervisor to let him know what happened, and apologized. No big deal as it was minor and he said they would get it fixed soon. On Thursday, Oct 12, the second crew showed up to lift the slab portion of the porch and were successful in that repair. They noticed the damage from the previous crew, took pictures, forwarded the information to their office to make sure it was documented and said someone will contact me shortly. After a week (October 20th), I heard nothing so I called to find out if they had it on record and the claim status. I was told it's on file and they don't know why I haven't been contacted already but assured me someone would contact me in a few days. On Oct 27th, I called ****** **** (salesman I delt with) and told him my issue. He told me to write up the story with pictures and email it to him. He would forward to his management. On Nov 14th, I sent a second email to ****** **** **************************) asking the status but he has not return my email nor called. Today is Nov 27th and I have not heard anything from AFS or ******. Below are the pictures from the damage. I've spent approximately ***** in full on this job so I don't suspect a **** repair would be that big of a deal for AFS. It's not the money as much as the principle. Truth be told, I was talked into part of the repair I didn't need as the workers were unable to lift the perimeter and I felt this was the case initially anyway. I was told it was needed but the foundation was over built and didn't move. Lifting the concrete was 1/3 of the price and all I needed.

  

  Business Response

  Date: 11/28/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that the Production Manager spoke with the homeowner regarding his issues (damaged trim siding). After speaking with the homeowner, he would like the damaged trim piece fixed, so we have mutually agreed AFS will have a contractor fix the damaged trim piece. We have reached out to a local siding company and sent them pictures of the damage. They will be going out to give AFS a quote and schedule a repair date for the Homeowner. 

  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:11/27/2023

  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.

  10-7-2022-Contract 79336 amount ****** project-188919 They were supposed to fix the floor in the kitchen that was sinking. The engineer came out and said they could fix it for ******. The first appointment was for 3 months out. When it came close to that app. they keep coming up with excuses to reschedule. Finally we had a date set but they didn't show up we keep calling them until one day a subcontractor called and told us he was coming out to do the work and they put everything in the part of the floor which made that side buckle up. The flooring we had just put down started coming apart. So we would call they would make an appointment and not show up. this went on for the most part of this year. They finally sent two more engineers out they agreed that everything was put in the wrong place. So we didn't hear anything for several weeks so I called back they would make an app. and never show up this went on for months. So we had to threaten them and they finally set a date for someone to fix it. So they the got here and said the engineers were wrong that it had to be put in a different place and the plumbing had to changed. Had to end up calling them back again after several calls the plumbers finally showed up. So we had to call back again several times they finally set a date for Aug 30th no show did not call us. So I called them back again they told me it could possibly be done that Friday. Meantime I had contacted another company to come out and look they told me that even if Tar heel Basements would have come out it still would not have fix the problem.

  

  Business Response

  Date: 11/27/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us The credit card has been refunded ********** and a receipt sent 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.