Complaints
This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 679 total complaints in the last 3 years.
- 210 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/21/2023
Type: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 for the purchase and installation of a dehumidifier/air purifier with this company on 9/22/23. I gave them a credit card payment for the required down payment of *******.
I sent an email to the salesman, ***** ********, on 9/24 cancelling the contract. I have talked to him about my refund a couple times and emailed about three times asking for my refund.
I called the company today and asked to speak to his supervisor. They have not responded.
To date almost a month later I still have not received a refund.
Business Response
Date: 10/30/2023
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us customer had been contacted and let her know that we have refunded 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.
Initial Complaint
Date:10/21/2023
Type: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.
Horrible money driven business. We were promised a seemless 5 - 7 day process to complete our crawl space. Now 2 months later, one failed inspection and scratched door it is finally complete. During the process we had little to no communication on who was coming when to work on the project. The first phase of the project they outsourced which was cleanout and mold treatment, which ruined our thermometer for our air conditioning/heater which cost over $ *** to fix. We had to contact them every step of the way to get the next steps done because prior steps weren't done properly, so then it was delayed more because some of the techs had to come back and redo work. Managers are unresponsive to calls this entire time. Finally got in touch with **** ***** who could have cared less about how our experience was. He has a signed contract and that is all he cares about. This is a horrible money hungry company that doesn't care about customers, just the money. Both my husband and I have very busy careers and have limited time to deal with micromanaging a company that promised it was an easy job that would not require our time to email, call, micromanage. We have both taken our precious time to deal with trying to contact this company which if very difficult to talk to anybody who takes your complaints seriously or is able to answer any questions.Business Response
Date: 10/24/2023
Hello,
Management has notified us that they have spoke with you and have addressed your concerns. We are reimbursing you **** for a thermostat that we broke in the crawlspace. We also agreed to reduce your final balance by ***** for their inconvenience. Please reach out if you have any further questions and/or concerns.
Best Regards,
JES Foundation Repair
Initial Complaint
Date:10/20/2023
Type: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 8/29/2022, Baker's waterproofing installed 3 wall anchors on a sagging foundation wall in my basement and encapsulated my crawl space. They were not able to install the standard length rods as the wall is is close to my neighbor's property line, so they suggested they install abnormal, shorter rods on my wall, much less than the standard length. They are also only one foot off the ground of my foundation, underneath all of the wall movement and bowing. Fast forward to the week of October 2nd 2023, I have a structural engineer come perform an assessment of my foundation from ******** ********** ********* ***. I was notified that not only is the short length of the anchor doing nothing, being only one foot off the ground from the foundation slab is ensuring it's certainly doing nothing. All it is nothing but a very expensive cosmetic eye sore.
As for the crawl space encapsulation, at some point after the 8/29/2022 installation, one of the four wall's waterproofing came completely undone, trapping the moisture that entered through. All of my laminate floors above had warped and bubbled, causing me to have to totally replace them. This was an additional expense to me that was totally avoidable - the trapped moisture underneath destroyed them. A service manager came to my home in Q3 2023 to see the undone wall, taped it back up, and told me to put a dehumidifier in it and left without any other recourse. Before the encapsulation, there was never any humidity problems in the space.
The same service manager also told me the the sump pump which I had been convinced by their service technician to replace, had about double its lifespan left and the service technician didn't need to do that. They also never tightened my anchors as of writing this on 10/19 - all the technician wanted to do for my 'Service Appointment' was sell, sell sell. I work in Real Estate and will be actively deterring anyone from using their services.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 they met to discuss and explaine all the issues, and he seemed satisfied with the answers. He’s not asking for anything further. We are however looking to offer additional work as a good faith gesture. Which is still in progress.
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: 11/20/2023
After Management has talked with the customer, After a signed legal release, we will have a crew scheduled to come out to install band joist insulation.
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: 11/21/2023
****** ******** ******:
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:10/19/2023
Type: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 Sept.28 Alpha was to send a certified inspector (**** *) to inspect my home. I am in my 70s and must have looked like an easy target. Someone else, perhaps not a ‘certified inspector’ showed up and after only a short inspection claimed I had serious issues and needed ****** in repairs. He cited the fact I had a total of three settlement hairline settlement cracks in my stucco that were two years old that I had filled with silicon and had some ‘waves’ in the vinyl plank floor in a high traffic area. He claimed to have taken measurements that showed my foundation was severely cracking. He even claimed, without inspection, that each of my neighbors’ houses were worse than mine. I told him I did not agree to the repairs and needed to consult the builder of the home (it was still under warranty) and a structural engineer given his finding. He tried to talk me out of this. When he couldn’t, he tried to get me to have my neighbors have him inspect their houses so we could all gang up on the builder. In any event, the builder’s experts inspected my home and concluded his findings were false. My independent structural engineer concluded his findings were false and the hairline stress cracks outside were normal and the foundation was solid. The flooring experts, as they removed the flooring so my structural engineer could evaluate it (which flooring and flooring installation turned out to be the sole cause of the waves) agreed as well and found the foundation to be level and nearly crack free. The structural engineer advised the foundation was normal and not distressed. I am out the money I paid for the inspections and flooring removal and replacement as a result of the false report and should be reimbursed.Business Response
Date: 10/26/2023
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us Alpha Foundations went out to inspect the customer's home on 9/28/23. She told the inspector she asked us out to the property because she was selling the home and concerned about some of the cracks that had formed on the outside of the home. The inspector performed the inspection and quoted foundation piers to permanently stabilize the foundation in the concerning areas. customer decided not to go with the quoted work. She wanted to get a second opinion and potentially sue the builder of the home. She had to company who built the home come out to inspect. They told her that the cracks were nothing to worry about. She also told us that she had a structural engineer come out to inspect. This inspector told her that the cracks were caused by normal settlement. We spoke with customer on Friday 9/20/23 and apologized for any pressure she may have felt from our inspector. We informed her that there is a difference of opinion on the settlement going on with her home. There was no charge involved with this inspection. We offered the foundation piers to permanently stabilize the foundation and prevent further settlement of the home. customer decided to get a second opinion on what is going on at her property. We informed her that she has every right to get a second opinion, but we will not be reimbursing her the cost of getting a second opinion.
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: 11/07/2023
Based on our call records Ms. ********** called us to get a quote for her realtor concerning the cracks on the outside of her home.
Alpha Foundations proposed our services to permanently stabilize the areas of concern. As a consumer, Ms. ********** decided to get a second opinion on our findings. The structural engineer found the same evidence of settlement that we did. In the engineer's opinion those cracks are nothing to worry about. Our opinion is that the area should be supported to ensure the cracks do not get worse and new cracks do not emerge.
In good faith with our customers, we would be willing to share some of the cost of the structural engineer.Customer Answer
Date: 11/10/2023
Who do I call to negotiate the settlement offer or will alpha call me?Initial Complaint
Date:10/17/2023
Type: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 made a purchase with AquaGuard Foundation Solutions with their sales ******* their sales rep at my home address **** ****** **** ** ******** ** ***** on September 25, 2023. On that same day I canceled the purchase via email and over the phone with *******. I was told in writing that he will cancel the purchase and that I will receive a credit back to my account with ********. As of October 16, 2023 I haven't received the credit of ******* back to my account. After I canceled I received an email and phone call from **** asking to confirm my install date and I had to explain to her I spoke with ******* to cancel the purchase and install. I again reached out to ******* and he assured me this will be taken care of and I'll receive my credit, but as of today it hasn't been taken care of.Business Response
Date: 10/26/2023
Hello,
Management has notified us that they have refunded you. The refund was processed yesterday. Please reach out to management if you have any concerns.
Best Regards,
AquadGuard Foundation Solutions
Customer Answer
Date: 10/27/2023
****** ******** *******
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:10/16/2023
Type: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.
***** with Foundations Systems of Michigan visited our property to inspect the basement due to a leak that soaked the carpet and walls. FSM found issues with the foundation and basement waterproofing that he advised and recommended needed to be addressed. We were made to feel the foundation could give way and cause more damage. A contract was signed with 3 days to cancel, 9/11/2023. The purpose of the initial call made to FSM was to find what was causing the wall to leak and the basement to flood which was not determined at the time of ******s visit. 2 weeks after this visit, Saturday, 9/30/2023 a pipe in the basement wall burst and flooded and it was then determined the pipe was corroded and the leak that she was having was a result of this broken pipe.
We reached out to *****, her salesman, Monday, October 2, 2023 stating since his visit, 2 1/2 weeks later a major pipe broke in the basement that caused water damage and emergency work. Due to this the pipe had been leaking behind the wall for some which was more than likely the reason the basement was leaking in the first place. I reached out to FSM again 10/11/2023, as of 10/16/2023 no response. We feel frustrated and upset that my 75 year old mother signed a contract for something that did not address the problem and now has to pay for the contract and the actual problem with the pipe on a fixed income.
I feel this is a special situation with the real issue of the damaged pipe it is our hope that Foundations System of Michigan will consider all information and be willing to put my mother mind at ease and cancel the contract in its entirety. FS did not address the problem and misleading in the sale.
The finance company advised the account/loan could be closed and that the deposit payment of ******** that was sent to FSM should be returned to ******** and once payment returned, the loan could be closed as there is a payment due October 22, 2023.Business Response
Date: 10/18/2023
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that while we still believe our service could be useful, the customer has decided to cancel the project and go with a different solution. We are issuing a full refund (including 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: 10/30/2023
My complaint has been resolved to my satisfaction. I am please with the quick response and resolution given by Foundation Systems of Michigan.Initial Complaint
Date:10/13/2023
Type: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 contracted this company to do work on my house, which was completed. My complaint is they damaged my property in other areas. I have tried to deal with the company to get the damages taken care of, but they keep stringing me on. During the time they were fixing my basement, they snapped the pin hinges on my swinging gate, scraped up my brand new mailbox and broke the casing around my light and blinker on my 1987 Mustang Convertible. They sent a rep out to take pics of the damage, and it has sat from there. The only thing the rep will talk about is getting the hinge on my gates fixed, and saying it will be done by this friday or early next week. I have had this told to me for almost two months now, and yet nobody else has come to see or do anything. I have asked for the information on their insurance company and they refuse to give that either. I haven't even been able to approach the situation of them throwing all the debris they created from the work they did into my empty koi pond instead of removing it per the contract. I expected for them to fix the damage they caused trying to back down my driveway with their truck. I want the damage fixed.Business Response
Date: 10/17/2023
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us our Inspector went to meet with the customer about the issues in the complaint.
The car she is referring to was covered and when she showed **** the damaged headlight, it had a black scrap all along the side of the car that went right to the headlight that was broke. If we damaged it we would’ve had to uncover the car and then scrap something along it. When the inspector pointed that out, she said, well that really not that big of deal and I don’t need you to fix that.
The mail box, has a scratch but it doesn’t look like it is from our truck, but we said we would replace that and she said don’t bother, she wasn’t worried about that.
The gate she is referring too, we are not positive we caused the damage, but we have hired someone to go out and fix it. They have been out and got sizes and to see what parts they needed to order. They have ordered the parts and should be getting the gate fixed in the near future.
This is the first we are hearing about debris in a Koi Pond. But we will work to get that cleaned up.
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: 10/23/2023
FRS continues to deny the claims made by Ms. *****. Nevertheless, FRS made reasonable repairs that were requested by Ms. ***** even though FRS did not cause the alleged damage and had no legal, contractual, or moral responsibility to do so.
In sum, FRS has gone above and beyond its duties to accommodate Ms. *****. There is nothing further for FRS to undertake.
Thank you.Customer Answer
Date: 10/24/2023
They made no effort to fix what they damaged and tried to tell me I agreed to something I did not.Initial Complaint
Date:10/13/2023
Type: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.
JOB WAS DONE SEPT 1, 2023 BY **** ******** ********* OBETZ OHIO. COST ********. CRAWL SPACE ENCAPSULATION. WAS PLEASED WITH SALES REP ****** **** UNTIL NOW. HE MUST HAVE FORGOT ABOUT US. THE JOB ON THE ENCAPSULATION WAS GOOD BUT THE CRAWL SPACE DOOR WAS CUT UNEVEN, NOT ENOUGH ATTACHMENTS TO SEAL DOOR PROPERLY AND MANY MARKS AND SCRATCHES ON IT.
THEY CAME BACK AND 2ND DOOR WAS THE SAME. THEY HAVE NOT YET DONE 3RD DOOR. AND THEY ARE VERY SLOW AT CONTACTING YOU BACK. DON'T KNOW WHAT THEY CHARGED ME FOR THE DOOR. NEVER GOT PRICE OF DOOR IN WRITING, NOT EVEN SURE IF VERBAL. JUST A TOTAL FOR THE JOB. THE SERVICE AFTER THE SALE IS LOUSY. IF THEY ARE NOT GOING TO DO THE DOOR TO MY SATISFACTION, I WOULD EXPECT A COMPLETE REFUND FOR THE PRICE OF THE DOOR. THIS IS RIDICULOUS!Business Response
Date: 10/24/2023
Hello,
I confirmed with management that the crew returned on 10/17 and replaced the door with a new, clean door and had all 4 wing nuts installed properly. General Manager, *** ****** has tried to reach out to you to confirm you are satisfied with the work that was completed. Please reach out if you need anything further from our team.
Best Regards,
**** ******** *********Business Response
Date: 10/25/2023
Hello,
After speaking with the General Manager we were notified that he spoke with you yesterday and shared that you are still not 100% satisfied, we had received a previous update before this was communicated. We have our field supervisor going out to your property today and we hope we can resolve your concerns as soon as possible.
Best,
**** ******** *********
Customer Answer
Date: 11/10/2023
Finally satisfied!Initial Complaint
Date:10/12/2023
Type: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 was contracted to do foundation work on my home. In the process, my water line was broken by their excavator in two places. Two different plumbers advised to have the line REPLACED, but JES would only pay for a REPAIR/PATCH at the time, so that is what was done and I began working with JES to have it replaced, which they agreed to do.
One month later, I am still being told "We' re working on it..." There has been more than enough time to schedule for this repair. I am reaching out to *** in hopes that someone can help me get this resolved.Business Response
Date: 10/20/2023
We have been notified by management that we are sending A1 Plumbing out in the next few days to repair your water line. A specific date has yet to be determined. JES will be paying for the repairs. Management will notify us once a date has been set with you. Please let us know if you have any further questions.
Best Regards,
JES Foundation Repair
Customer Answer
Date: 10/23/2023
A1 replaced the water line on 10/18 and 10/19.
I was told on 10/19 that someone would come to inspect the work and the trench would be backfilled “in the next day or two.”
I inquired about the status of said inspection and backfill on 10/20 and was told that we/they are “waiting on the permit.”
The replace/repair work has been done, apparently without a permit, and I still have a tench running through my yard and driveway until that permit is obtained. Seems backward to me, but what do I know?
I fully anticipate this to take another month or two.
I honestly don’t know if I am satisfied at this point or not. Everyone with whom I have dealt from JES and A1 have been nothing short of remarkable and wonderful to work with, but I question the decision making and communication within management.
Initial Complaint
Date:10/11/2023
Type: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 has now flooded twice since our basement was waterproofed. They came out the first time and said we should have had a second sump pump based on size and said I had to pay for it even though it wasn’t offered in the original plan. I then reported them to *** and they did it for free, they then put it in a different spot than they said it was supposed to go. Then 7 months later my basement flooded again and ruined drywall and flooring for the second time. A manager came out , cut holes in my wall and told me he would figure it out and has never returned any phone calls since.Business Response
Date: 10/19/2023
Management has notified us that they met with you yesterday evening. They shared that they found that your downspouts were completely clogged and sump pump was cycling back into the house. Management shared that you are going to have the gutters and downspouts cleaned and call us back out to dye test the system to make sure everything is working properly. Also, management offered to run a scope down the line to make sure that the debris haven't compromised the lines further down. Management will notify us of the date that is set with you to ensure everything is running properly.
Best,
Ohio Basement Systems
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