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

  
• 

  JES Foundation Repair

  2569 Quality Ct. Virginia Beach, VA 23454-5929

  
• 

  Groundworks, LLC

  2110 Commerce Dr Cayce, SC 29033-1525

• 

  Groundworks

  2575 Highway 6 And 50 Ste A Grand Junction, CO 81501-5706

  

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:11/21/2023

  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 originally contracted with peak construction to fix my foundation. After loosing our soil report three times they put in helical piers to the wrong level and left holes where they took out concrete, My house continues to shift and the chimneys are on the verge of falling over,,. Peak construction was acquired by Groundworks. Groundworks initially told us they would handle the problem and even sent an engineer here to moniter the problem however they have not given us a resolution and have stopped returning our phone calls.

  

  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 that the General Manager, Production Manager, and the Service Manager meeting this Thursday 11/30 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.

  Customer Answer

  Date: 12/11/2023

  They continue to insist the job was done properly, when clearly from the new cracks it was not, now they are requesting we spend more money with them to fix a problem they have created.

• Initial Complaint

  Date:11/21/2023

  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.

  Work described by sales person ***** **** was not executed.
  Re-pointing the two affected walls of the foundation on the outside.
  Repoint, repairing inside wall were clay brick had decintagrated over time.
  Replacing and re-pointing brick as it was mostly loose under the beams supporting two floors on the south west facing wall. - On this wall 'The Great Stuff' like foam was injected. After my complaint they put cement over the foam. Still no cement between brickes.
  Floor Joist which had cross-lap joints were partially cut off. All support now are on same brick wall mentioned prior ( same wall ) with foam in the joints with 1/2" to 1" support from that same loose brick.

  

  Business Response

  Date: 11/24/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us a crew was out on 11/22. They took down the current brick wall and band board and replace with new brick and block to the height that is needed for customer to replace his back porch. 

  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: 11/29/2023

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

  They have gone above and beyond to resolve the issues.
  

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

• Initial Complaint

  Date:11/21/2023

  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.

  I had Ohio basement systems come out 2 my home give me an estimate 2 waterproof my basement on 4/22/23 ***** was the certified field inspector He completed the needed assessment checked the whole basement inside & out 2 see where it was leaking from he gave his recommendation of what needed done I put ******** as the deposit The basement waterproofing was scheduled 4 6/7/23 they completed the job on 6/8/23 We had a really bad rain storm in August The basement flooded bad I called 2 Schedule an appointment on 10/24 i received a call from ***** he scheduled someone 2 come out on 9/12/23 no one showed up but 10/24 ******* came out I showed him the pictures explained 2 him where everything was leaking from He said the whole basement and crawlspace should have been waterproofed He said it would cost an additional ******** In addition to the ********* I've already paid ******* said if he come out 4 the evaluation the 1st time he would have suggested doing the whole basement and crawlspace I was told by ***** the first certified inspector the crawl space didn't need 2 be done the walls are inside walls the water wasn't coming in through there When the guys came out 2 do this project they never said anything about the crawlspace or another wall I'm not sure they can't put a drainage system in along the inside of the walls that's where my sewer pipes run But ******* assured me this could be done When I told ******* that was 2 much I couldn't pay that he said he would talk to his GM & get back to me The quote they gave me was ********* if I don't waterproof the crawl space it'll be ****** I never received a receipt 4 what I paid 4 i sent an email 2 ***** requesting it w/no reply I paid for a service that doesn't work & they won't fix it unless I pay more money my basement still leaks water w/a lifetime warranty that apparently doesn't cover it when ***** told me I wouldn't have 2 pay that it was Covered i don't know what 2 do I can't afford 2 pay more & they won't fix it

  

  Business Response

  Date: 11/22/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager met with the customer and informed us that after the walkthrough of the work performed, Ohio Basement Systems (OBS) will return and add additional 3 feet to the back wall of waterproof to catch any additional leaking from the interior wall and to prevent removal of the stairs, we will add 4 feet of trench drain at the bottom of the basement stairs. Customer understands that she must extended current downspouts 15 feet past current location and any further leaking from walls not currently waterproof by OBS will require additional funds to prevent water intrusion.

  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: 11/23/2023

  
  
  ****** ******** *******
  
  
  
  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:11/21/2023

  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 scheduled *** from May 23-27, 2022, to replace two supporting posts; install an edge drain/sump/sump system; and level my house.
  
  On May 23, I asked foreman ******* to call when the posts were to be installed and the house leveled. He never called. The posts were dented and unlevel. One post was moved to a position we weren’t consulted about. The installed edge drain wasn’t the product the salesman described. The sump pipes were uneven. My husband realized much later that the house was never leveled.
  
  We complained about the posts and sump pipes. **** ********** brother) came to the house on June 2. At first, he said I had to pay for the rework but then agreed *** needed to redo the work at no additional cost.
  
  On June 16, a crew redid the posts and sump pipes. They needed to return to pour some concrete. We weren’t added to the schedule for weeks, despite calling *** many times. Finally, we were scheduled for June 24.
  
  ******, a *** manager, told me the office scheduler didn’t know how to interpret the scheduling spreadsheet, thus the delays in scheduling. Because of ***, we had to reschedule the plumber from June 7 to July 28, wait until Aug 4 to have our basement floor poured, wait until Sept 22 to have our water heater installed, and Oct 18 to have the HVAC and ductwork installed.
  
  I’m out of pocket nearly ****** for extra rent, storage unit rental costs, and the cost of an extra moving truck rental. I asked *** to reimburse me for these expenses. They had an internal meeting and decided none of this was their fault/problem.
  
  At the 1-year inspection on July 17, I relayed my experience to West, a *** inspector. He offered to see what *** could do. He said most everyone we dealt with was no longer at *** due to poor workmanship and other issues.
  
  *** offered to level the house at no cost, but this would destroy much of the new work we’ve done. We aren’t willing to risk further financial loss.
  
  I want reimbursement for out-of-pocket expenses caused by ***.

  

  Business Response

  Date: 11/21/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Service Manager informed us that he talked with the customer to discuss the concerns. It was determined that the edge drain was the correct fix. He also explained why we used Helical piers and not their existing Caissons due to heave in the basement. He also explained how the PolyInjection was able to stabilize the concrete slab, but was not able to lift, as that would cause damage and cracks to the slab.

  We have asked the customer to send documentation for the storage unit and rental so that we can look to give a resolution for the cost. Groundworks will get back with them as soon as we receive their documentation.

  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: 11/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I appreciated the call, but the issue hasn't been resolved. I'm glad to hear that our horrible experience will be relayed to staff as a training opportunity so this doesn't happen to future customers, but that doesn't make us whole.

  Last week I provided receipts for reimbursement for out-of-pocket expenses (*********) incurred because of errors, delays, and miscommunication within the company, which caused further delays to our other contractors, resulting in us having to put our belongings in storage for a number of months, pay for additional moving truck rentals, and paying for accommodation while we were unable to move into our house. 

  I explained to the service manager that the offer to level the house, a service we expressly requested and the reason for the initial estimate, which wasn't done by the crew, came too little too late. To level the house at this point will cause damage to the subsequent work we've done in the house, increasing our out-of-pocket expenses.

  What will resolve the issue is reimbursement in the amount of *********.

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

  

  Business Response

  Date: 11/27/2023

  The General Manager has reached back out and we are refunding the customer *********.

• Initial Complaint

  Date:11/19/2023

  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.

  Paid this company ******* for structural improvements and waterproofing, spring 2023. Basement still smells of mildew, the front walkway was destroyed and never put back. The front lawn was destroyed, half the bushes in the front yard killed, and 2 yards of dirt left piled up in front of my front entry, making it impassible. The cherry on top was the guy who turned off my water heater because they got a call-back for an improperly routed pipe - could not get cold air return ducting put back. Spent my entire summer fixing their work. They took seven months to respond and offered a measly **** to cover the damages.

  

  Business Response

  Date: 11/22/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us we have agreed to a ****** refund. Our accounting team is processing the paperwork and will then begin the 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: 12/02/2023

  I did hear back from Groundworks, we settled on a ***** refund, *** of the total project cost.  I found this satisfactory.  I signed their paperwork Thurs 11/30 and I should be receiving the check shortly.  Thank you for your help!

• Initial Complaint

  Date:11/17/2023

  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.

  Basement Authority of WV...did nothing to my mother's basement in July 2023, they came and left within 30min....the employee said they would call us back soon ...but never did that either.
  The basement still has water coming in it and they will not call us nor get ahold of us at all ...
  We have them **** in check for to start ...but haven't reimbursed us at all ..for not doing anything....
  They put down that they completed the job ...but never have ....
  I want something done please ...and full refund of everything!

  

  Business Response

  Date: 11/20/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that as of yet, the branch has not been able to get in touch with the customer despite daily attempts via phone and email. 

  However, all funds have been refunded to ******** and we are processing the **** check to be returned to the customer.

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

• Initial Complaint

  Date:11/17/2023

  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.

  On March 22, 2022 I hired Foundation Recovery Systems to install a drainage system with sump pumps and discharged lines to capture and dispose foundation leakage in my basement. ******* *******, Field inspector with Foundation Recovery system inspect the property and made recommendations as to the required scope of work needed to solve the problem.
  I accepted the recommendation and gave a deposit of ********* on 03-30-22. When the work was performed I suffered a coating of concrete dust all over my finished basement that required several days of deep cleaning, additionally the workers made several trips from outside into my basement tracking mud on the sidewalk, drive, garage floor, garage steps and carpet. I question why the even need to walk in the mud and then in and out of the house so many times. I had to shampoo the carpet three times to get it clean.
  The workers made the decision without my approval or knowledge to tie in the pump discharge line to the gutter down spout and drainage line. The drainage line was cut and a plastic fitting was installed.
  The next time it rained I had water coming into the basement from the holes that were drill in the foundation for the pump discharge lines, two workers came and grouted the lines to stop the water.
  Subsequently every time it rained water did not go into the drainage line but into the void next to the house that was dug by the workers.
  Another crew was sent out to correct the problem, the plastic fitting on the bottom of the down spout was replaced with another fitting and tied into the drainage line. Then the pump discharge line was routed under the side walk to a square box that was placed on top of the ground in the flower garden. Again I had to clean up dirt and debris from the sidewalk and saw that the sidewalk was broken in two places. I called ******* ******* and he came out and took pictures and said I would be reimbursed for the cost of the sidewalk.
  The problem continues every time it rained, I had no choice but to call a local plumber to properly correct the problem. When the plumber excavated the area it was discovered the plastic fitting attached to the bottom of the down spout was connected to the drain line with duct tape, the assemble had moved from improper backfill and the fitting was no longer in alignment with the down spout.
  Additionally it was found that the piping for the pump discharge line had never been glued together, so that when the pump did run water was leaking into the excavated area and ponding next to the house. Three crews, 8 workers on site and no glue or properly connected plumbing.
  Additionally it was found the discharge line under the sidewalk was running up hill so that no water was able to drain.
  To have the local plumber correct the piping and drainage cost me ********* and to have the damaged concrete replaced was ********* which I feel is proper payment for inferior workmanship, not counting my labor for mud clean up and carpet shampooing.
  After repeated calls I finally received my annual inspection on October 17, 2023, two men that were very competent came and were professional. They said that the company would renbursemt me for the cost of the plummer and the concrete work, they asked for and I provided copies of the paid invoices. I have not heard anything.

  

  Business Response

  Date: 11/17/2023

  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 spoke with the customer and came to an agreement. We will be refunding ***** of his charges, removing his warranties, and he will be signing a legal release removing us from being liable for any of the work that has been completed on his properly. Customer agreed he would sign the agreement.

  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: 11/20/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20876357, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:11/15/2023

  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.

  In August 2022 I had 3 companies come out to look at a crack in my foundation. *** *** was the last of those 3. The previous 2 companies advised that I needed helical piers in the area. **** ***** from ****** assured me that I beams (I believe to be the name) would work the same as helical piers at a fraction of the price. We signed contracts and set up an appointment to have them installed. On the day of install I was informed that the beams could not be used with engineered flooring and that they would install intellibrace instead. I agreed and signed new contracts. The crack has continued to open wider since and I called *** *** back out to see what could be done to fix it. Now they are saying I need 7 helical piers which is what was needed initially and are quoting me ******* to complete that work with no regard to the previous failed work. I have asked to be contacted by upper management with no callback. I would like to either be refunded in order to have 1 of the previous companies do the work or have *** *** correct their mistake and pay the difference.

  

  Business Response

  Date: 11/17/2023

  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 came out on 11/17 and while the wall did have some outward rotation, the foundation settlement is what is continuing to shift and causing the continued issue. We will leave the carbon fiber wall repair and warranty in place but credit that jobs total towards this new project.

  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: 11/26/2023

  
  
  ****** ******** *******
  
  
  
  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:11/15/2023

  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.

  This business have us an estimate on 9/12/23. We gave them a check deposit of **** @ that time. They cashed the check on 9/20 (images attached). The crew came on 9/25 & determined they could not do the job. Our deposit was to be refunded in 30 days. We have STILL not received it and no one will return our calls. Do we have to sue them to get our refund back?

  

  Business Response

  Date: 11/16/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that General Manager was in contact with the customer. It was explained that refunds take around 4-6 weeks after it was submitted on 10/26. He apologized for the poor communication about the timeframe. The **** deposit should be arriving in the next 2-3 weeks. 

  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:11/14/2023

  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.

  Our basement was “waterproofed” maybe a year ago. Someone came out to inspect within the past month and was going to have someone contact us regarding the electric not working in one of the basement rooms since the work was done. Nobody has contacted us.
  
  My basement now floods.. pours in and didn’t before the work.
  
  Nobody has had the DECENCY to contact us after paying ******* for the absolute mess left behind. We have electric wires and outlet boxes hanging everywhere. We can’t hook up our washer and dryer because the electric that USED to work in the laundry room hasn’t worked since they did the work!

  

  Business Response

  Date: 11/17/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he spoke to the customer today and will be doing a site visit on 11/22 to review work and develop solution.

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