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

  7950 Bavaria Rd Twinsburg, OH 44087-2252

  
• 

  Ohio Basement Authority

  1270 Hill Smith Dr Wyoming, OH 45215-1228

  
• 

  Indiana Foundation Service

  624 N Front Street Whiteland, IN 46184-9485

  
• 

  Alpha Foundations

  66 Industrial Park Monticello, FL 32344-5876

  

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:10/31/2023

  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 made a contract with Tarheel Basement Systems in May 2022 to address issues surrounding cracks on the interior and exterior walls of my house and uneven flooring as recommended by a structural engineer. The project was done in August 2022 in my basement with a goal to even my floors and avoid further shifting of the foundation and minimizing more cracks on the walls. A year later, Aug 2023, Tarheel Basement sent a person to my home as an annual follow-up visit which is part of the contract. This person explained to me that the work done on my house was not going to address the crack on the exterior walls that he saw and recommended another project which was ***** This raised a lot of concerns so I reached out to the service manager who then agreed to cancel the new contract and have the structural engineer to visit my home to assess what work needs to be done. The engineer made his recommendations and reported that there were incomplete or unsatisfactory work from the initial contract (I shared with the engineer my contract with Tarheel). I have attached the report from the engineer. The engineer also helped me understand that not only am I paying for incomplete work, I am also made aware that I need more joist ends which was not addressed on my initial contract. The service manager then came out to look at my basement for figure out the remainder of work that needs to be done while I was at work and told my fiancé that he would contact me, which he has not done despite my several attempts. I have made contact by email and text without any responses. I prefer to meet him in person as it would be better for me to understand the scope of the incomplete work. It has been almost a month and have not heard from Tarheel Basement. I want Tarheel Basement to contact me and finish the job or refund me the money I paid for the incomplete job. They are not transparent and their inconsistency is very dishonest to customers.

  

  Business Response

  Date: 11/07/2023

  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 came out over the weekend to review her failed engineering report with her and her fiancé. We are going to have a crew out on Monday, 11/13, to fix up the issues

  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:10/31/2023

  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 Tuesday October 24th, I had your company AquaGuard come to my residence to have my front stairs raised and set back to code. The salesman was very helpful and accommodating stating that the job looked very routine and fairly simple. What turned out to be was anything but.
  
  Upon arrival the technician had a few reservations that the job could be completed as stated in the consultation. He proceeded with the job stating that getting the steps up to code would crack the section of walkway leading to the stairs. We agreed to proceed and incur any damage to the walkway as we planned to have that section of walkway replaced after the steps were raised. During his attempt to raise the steps he cracked the bricks that were on the house. That damage was not agreed upon. The end results were steps that are not evenly raised, not level, and not set to code along with a new issue that is a crack in the bricks on the house.
  
  On Wednesday October 25th, **** ****** came by the residence to have a look at what happened. He agreed that the steps were indeed not level, not to code and saw the cracks in the bricks on the home. He said he would come up with a new plan of action to get this resolved and get back with me. ****** plan was to have his crew come out to remove the steps away from the house so they could get underneath and clear out anything in the way keeping them from being raised then getting them back in place, level and to code with a subcontractor only repouring a new section of walkway. He said he would get back to me with more details on this new plan and a schedule. **** called back Friday October 27th saying he wasn’t confident with the job being done due to the unavailability of machinery and labor as it would be too expensive on the company’s part. ****** new plan was for Aquaguard to abandon the project, keep our deposit, and refer me to another company for the repairs. At this point AquaGuard is terminating the contract prior to completion, leaving me with crooked steps below code without caulk as well as broken bricks on the front of the house while keeping the ******* deposit I paid them for the incomplete job.
  
  I am not satisfied or in agreement with this plan and have lost absolute confidence in AquaGuard. I am requesting my deposit of ******* be refunded due to the project not being completed as stated in the contract and because I am in a much worse position with the steps than I was before I called AquaGuard. This is the only resolution I am willing to accept. I was given a email address to a sales manager who I have sent emails to twice and have not received a response. I also contacted AquaGuard and was told there is no General Manager so I asked who is in charge and was told the name of the person I have been trying to email was in charge. No one from management is getting back with me. This has become an even more stressful situation than I ever expected. I would like the request of refund to be processed as soon as possible as well as a response to this request.

  

  Business Response

  Date: 11/02/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that we are refunding the deposit 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: 11/02/2023

  
  
  ****** ******** *******
  
  
  
  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:10/31/2023

  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.

  In summer 2019 we contacted with Ohio Basement Systems to waterproof our basement with their guaranteed system. Our contract stated in detail what work, including materials would be used for the total cost we paid. Since the completed work we have has several incidents of water flooding our basement in spite of the large amount of money we spent. Sept 12, 2023, a service technician was in our home to inspect the system to ensure things were working properly. Upon his inspection he informed us that we did not have any CleanSpace Wall System, which was stated on our contract we would recv 86 ft. He said their computer records showed that we did not recv any wall system. I was never notified at the time of installation that there was a change in contract. He went as far as to suggest I rip up the contract I had!! He notified his supervisor, and I was informed that they would issue a partial refund for the amount I paid for that. I was supposed to receive a call from his Production Mgr as a follow up to his visit. On Sept 25, 2023, I called the serv tech to let him know I had not recv any call from anyone from his company. On Oct 2,2023 I had contact with the serv tech again, he checked with his supervisor, and I was assured that my partial refund was issued and now was in process of signatures/sign offs and then it would be mailed to me. Today Oct 30, 2023, I called the office to speak with a manager about the status of refund. Until this point I had never recv a call from this company, I have had to call, text and reach out to them to get any information at all. Today I spoke with a Service Mgr and he told me they were not refunding any of my money, their computer shows we paid for everything that I recvd. This is complete fraud since there is NO WALL SYSTEM on my walls. Suddenly they are denying the obvious and feel they owe me nothing. My contract is clear! I did not recv what I paid for!

  

  Business Response

  Date: 10/31/2023

  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 has no problem refunding money if a product was never installed but since there was no charge for the product there is no funds to refund. We have attached noted from the customer file, and the product price breakdown in the customer file showing there was no charge for the wall seal.

  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: 11/15/2023

  Service Technician and the General Manager visited the customer on 11/15. They were able to seal all the cracks in her floor and seal a portion of her wall where the water was entering during heavy rains. It was agreed that we would come back after Thanksgiving and put an epoxy paint in the small living area where we had to remove the tile to seal the cracks. Customer was happy with the work that was completed and GM has a follow-up set for 11/27 to get a date for us to return to finish the paint. Customer understood that there was no initial charge for the wall seal when the project was completed in 2019. GM did agree to refund her *********, which is the price of the demo replacement that occurred during replacement of the panels in 2019. 

  Customer Answer

  Date: 11/16/2023

  
  
  ****** ******** *******
  
  
  
  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:10/31/2023

  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.

  JES did extensive work on my church’s basement foundation on 10/18/22 to stop the water from coming in. They drilled and dug up the cement flooring in the front and rear areas of the basement and installed 2 sump pumps. The basement began leaking water again in one of the same areas (rear kitchen) in September 2023 where they had done extensive work. I contacted them on 9/22/23 to come to inspect as their work was still under warranty. I was informed that the earliest a service technician could come out was on 10/13/23.
  The technician inspected their work on 10/13/23 and advised that more of the interior perimeter of the church basement needed to be dug up to install additional plumbing and pumping to tie into what they had initially installed in October 2022 for *******. The proposed additional work would be over *******. I pointed out that the leak was occurring in the same area that they had done work. The technician, *****, responded that this was the only way to ensure that there would be no more leaking. I agreed for them to do the work, but after reviewing the electronic agreement sent to me by ******** of JES, I decided not to proceed, because they advised that they could not start the work until after January 2024 and it would still be under the same type of warranty. In reviewing the fine print, they only gave 3 days for review, which was not brought to my attention. I notified them on 10/25/23 that I wanted to cancel the agreement. They informed me that they could not refund my ****** deposit back because I had not notified them within the 3 day period. ******** lenders also notified me later that they could not approve the total amount of the work to be done because of the amount of my other credit obligations. I’m seeking resolution for them to correctly repair their initial work of 10/22 and a refund of my ****** deposit made on 10/13/23. -******* ********** ********* ****** *** ******** ****** ** ******* ******* Richmond, VA
  #**********

  

  Business Response

  Date: 11/01/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Service Manager talked with the customer about their concerns. We have agreed to refund his deposit 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: 11/03/2023

  
  
  ****** ******** *******
  
  
  
  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:10/30/2023

  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.

  ******* ********** ******* preformed a job for us on October 16th. The job was to lift and stabalize the concrete steps to our home. We were told it would be impossible for a perfect result, but they could gaurentee stability and that it would be a ****** improvement upon being lifted. However, the results yielded absolutely no change in our stairs. After paying over ****** there should be a result. I contacted their team right away and was put on hold and passed around until eventually reaching someone in the accounting department. She said she would make a note for the service team to reach out, which they did the following week. Their response, you need to talk to your sales rep, out job is done. I contact the sales rep ***, he says he wants me to be satisfied with the service and he will get back to me the next day. It has now been 4 days and I have not heard anything despite reaching out via text, and those texts being read. This company sells you on great service and the expectation of results. They provided no results, poor service, and charged a premium price. They even stated they created the technology used for this job and are confident it will be done. I would not recommend this company for your home. The photos in my review are after the steps have been "lifted". The lack of results speak for themselves.

  

  Business Response

  Date: 11/07/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us after the visit this weekend, it was determined that lift could not happen, so we are refunding ********* for the deposit.

  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: 11/08/2023

  
  
  ****** ******** *******
  
  
  
  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:10/30/2023

  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.

  Finally got a hold of someone at San Antonio office (****) very nice and told me everyone is out of the office until Monday. I need someone from your company to go look at the house that I had paid you guys to fix the foundation in the addition (Bathroom and walk in closet about 4 years ago). We have bugs coming into the house now because the foundation repair did not work.
  
  
  From my property manager (************)
  
  Hi ****, Good Morning! It seems that we cannot delay a foundation assessment any longer. The foundation is causing damage to the property due to its shifting. Please refer to the email from your tenants below. It is crucial that a foundation company be dispatched to evaluate the issue and provide their professional opinion on the necessary actions - this needs to happen promptly. We have previously collaborated with a foundation company, and their contact information is provided below. This type of project falls outside the realm of traditional property management services, so we will need to impose a project management fee of ******* to cover the substantial amount of time required for managing this project. I will need to schedule another contractor to assess the secondary damage that will likely result from the foundation company's work, such as sheetrock, ceiling, and flooring damage. I will personally oversee this project to ensure that it is carried out accurately. Please inform me if you have any inquiries or how you would like to proceed. Thank you.
  
  from contractor about foundation issues that you guys put in.
  
  I'm following up on the contractor you had sent out re: the floor detaching from the wall on September 6, 2023.
  
  It's been almost 7 weeks and I've heard nothing about someone coming to seal it. Also have heard nothing about the toilet that's been wobbling for a couple months now.
  
  As I mentioned in the work order, we have bugs coming through the cracks under the baseboards. In the meantime, we've had our pest control come out to spray to try to mitigate some of the problem, but we continue to have a daily problem.
  
  The rocking toilet is a result of the floor sloping, so it will continue to need tightening/adjustment. Last time it was fixed quickly, because it was leaking on the floor. It's going to happen again if it's not fixed.
  Lastly, I've included photos of the tiles that are cracking due to the sloping. Every worker you've sent out to look at the bathroom has taken photos of the cracks, but I'd like to also document it here. It is getting progressively worse. We aren't asking for this to be fixed right now, but putting it on your radar if it gets too bad to live with it functionally/safely.
  
  We really appreciate you advocating for us to the owners, to help us get this fixed.

  

  Business Response

  Date: 11/01/2023

  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 called and had a good conversation with the customer. It was determined that the property management company was who had cancelled the appointment. We are working to get the property rescheduled.

  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: 11/01/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me so far.  The manager called me and told me that their company bought this company out that I worked with originally and have have had issues since they put in the foundation on this section of the house.  we have paid a ton of money in fixing things in the bathroom because of settling and it is cracking the dry wall again and the entire section of the house is still sloping.  Right now I finally got someone that is going to check it out, so I am good with the resolution so far but it will depend on the resolution after their meeting on Friday that we will be satisfied with the compnay. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:10/25/2023

  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 contacted the jes people to fix my foundation. They sent ***** ****** to inspect my house twice and never did a proper inspection once. He wrote a fake scope that didn't address the issue with my foundation. The workers that came out did a great job and tried to address all the issues they saw with the foundation. My floors still has a hump in it. They never came inside and checked to see if the floors was leveled or not.

  

  Business Response

  Date: 10/30/2023

  JES Foundation Repair has worked with the customer to repair any credible issues. We have 3 signed documents from the customer that they are satisfied with the work and repairs.

  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: 10/30/2023

  
  
  Complaint: 20781016
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/23/2023

  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.

  On April 11, 2023, I signed a contract with Ground Works to raise one wall of my home which had settled. I agreed to price that was quoted to me by ** *******, their certified field inspector. Using a laser level, ** checked all sides of the house and determined the wall inside the garage next to the interior wall. They started on June 1, 2023, and finished on June 1, 2023, and finished on June 3, 2023, which time I made the final payment. After they left, I noticed the cement work was bad and has continually gotten worse since then. Later I remembered being told that there would be markers placed in the brick above my garage floor that could be checked if the wall ever moved again.

  

  Business Response

  Date: 10/26/2023

  Hello,

  Management has notified us that they have been in contact with you. As discussed previously with management they have agreed to reimburse you for concrete work, totaling *****. Due to our failure to close the loop in July and August. Regarding the markers, this has already been done and we have been notified that you are happy with that outcome. If you need anything else, please reach out to our management team. 

   

  Best Regards, 

  Groundworks

  
  

• Initial Complaint

  Date:10/21/2023

  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 August 20,2023 I signed a contract and gave a deposit of ******** with Groundworks
  Field Inspector *** *******. I cancelled the contract within the 3 day cancellation period.
  No work was performed in my house. I have asked for a refund and have been told by *** that
  it was an oversight that they did not send it . "Your check was missed by corporate on the check run
  so we over nighted it to you" This occurred on Thursday Oct 19,2023. NO CHECK WAS SENT
  Today is Saturday Oct. 21, 2023 I have copies of front and back of the cancelled check .

  

  Business Response

  Date: 10/23/2023

  We have been notified by management that they have spoken to you and confirmed you have received the check on Sunday. Please reach out to management if you have any further questions. 

  Best Regards, 

  Groundworks

  Customer Answer

  Date: 10/23/2023

  
  
  ****** ******** *******
  
  
  
  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:10/21/2023

  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 entered into a contract with Foundation Support Specialists to have my pier and beam foundation repaired.
  I have just completed several structural engineering inspections, and the company also completed an inspection with their in house engineer, who told us that everything was up.to code and ok.
  Well, after my own engineer took a look, they have cracked a pipe, cracked part of my support system, and also left a leak they had to have known about.
  I want a reimbursement for the work, since they broke my house.

  

  Business Response

  Date: 11/07/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that so far, they have been unable to make contact with the customer.

  To address your concerns, please reach back out to our team member that have been trying to contact you.

  Customer Answer

  Date: 11/18/2023

  I'm still working with attorneys, a structural engineer and I have not closed my complaint.

  The company wants to use their own people to say things are ok.  They are lying.  The complaint is still proceeding.