Complaints

This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Groundworks, LLC

  1741 Corporate Landing Pkwy Virginia Beach, VA 23454-5929

  
• 

  Baker's Waterproofing

  5 Industrial Rd Building A Washington, PA 15301

  
• 

  Ohio Basement Authority

  7950 Bavaria Rd Twinsburg, OH 44087-2252

  
• 

  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:09/12/2023

  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.

  Complaint #1 Certified Field Inspector on business cards and advertising.
  
  On May 8, 2023 We had estimate done by Certified Field Inspector as it stated on a business card that he presented.
  I told him issue we had and what we wanted to fix. After his inspection he pointed out to a completely different issue and stated that our entire 40 feet storm water line that runs underground was damaged by company that was leveling our driveway a year prior and in order to fix the issue they would need to replace entire line with a new line. He told me the estimate.
  I told him I will think about it and give them a call.
  He said “what do you need to think about?” You want me to step outside for 10-20 minutes? If it’s not fixed it will lead to more foundation issues and stated that they have great financing available.
  I thought company over 25 years in business it took a lot to build this reputation and all these happy customers with 5 star reviews. He’s an inspector inspecting properties daily so he knows what he is talking about. (Don’t trust them or these 5 star reviews they are manipulated)
  I agreed. Later I found out that he did not snake camera into a storm line to see if there is damage before making claims that entire line was crushed by foam, or recommend professional or plumber for inspection to check for any damages.
  I requested his license or certification to file a complaint with agency that in charge of licensing inspectors. He did not properly inspect our property or recommend proper procedure for inspection and his claims were not factual.
  One of the Managers told me that he is not licensed or certified by a licensing agency.
  He is certified by Ohio Basement Systems.
  When it states Certified Field Inspector I expect a trustworthy professional who obtained appropriate training.
  
  You billed me for incomplete work, that’s not to industry standards and without permits.
  Please refund my deposit money I do not wish to continue any business with you.

  

  Business Response

  Date: 09/20/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They have informed us that we have refunded his deposit for the project on 8/22. ******** will be sending him a notification that he has no balanced owed for the 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: 09/22/2023

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

  Thank you for working on refunding my deposit
  back. You stated that ******** financing will send me a notification that I
  don't owe money for the project. But you are not ******** financing, it’s a bank
  and separate entity. I would like Groundworks Ohio, LLC d/b/a Ohio Basement
  Systems (OBS) to send me official confirmation that I don't owe you any money
  for the project.
  You (OBS) have tried to trick me before and I
  don't trust you. You have billed me for incomplete work, that is not to industry
  standards while claiming it was up to industry standards and up to building
  codes, did not obtain permits while claiming that you did obtain them and
  everything was done with inspections, I went to the building department spoke
  with building inspectors and confirmed otherwise, you stated there owed balance
  by me. You presented me with release of contract where you wanted to retain my
  deposit and made claims there’s unpaid balance owed for your incomplete work.
  Wanted me to sign off on the release of contract that had untruthful statements by
  you, wanted me to agree to those untruthful claims and sign off on unreasonable terms. I don’t appreciate all that
  trickery and I don’t trust you. Please refund my deposit and send confirmation
  that I don’t owe you anything.

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

  

  Business Response

  Date: 09/25/2023

   Please see attached picture of the invoice showing the balance due to Ohio Basement Systems is Zero.

• Initial Complaint

  Date:09/11/2023

  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.

  Hired Ohio Basement Authority to shore up and reinforce basement wall of property. Was given a description of how they would conduct the repairs. When the crew did the work they deviated from the original plan, including cutting through the underground utilities that were pointed out to them They also dug a single trench instead of the agreed upon shorter trench and 3 holes causing damage to an existing tree. After the work was completed they charged the entire price, which was higher than predicted to incorporate using extenders and repairing concrete. With the deviation, concrete did not need to be repaired and not as many extenders were used because they did not go around the tree's root system but cut through it. After contacting the project manager he assured us that a refund would be issued for the unused equipment and trouble caused by the damaged utilities. He gave us a 3 to 5 business day window for the refund. That was 4 weeks ago. After multiple contacts to the project manager no refund amount has been quoted and no payment refund has been rendered.

  

  Business Response

  Date: 09/19/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us we have refunded the amount charged for the remove and replace of the concrete that we did not need to do.

  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: 09/19/2023

  
  
  ****** ******** *******
  
  
  
  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:09/11/2023

  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 hired them to fix a soft spot in the floor by the front door. The rep came out and said they would possibly have to cut the floor but they could definitely fix it. He did notice other soft spots in other areas and he said those spots would be fixed too. When they came out and did the work, the soft spot was improved but not fixed as promised. They now say to fix it completely, I would have to pay more money. They also said the rep should not have quoted the price he did to fix it meaning he underbid the job. They now say for the ***** price, they have done all they can. I feel he told me it would be fixed so I would sign the contract, now they are saying they have done the best they can. The 2nd crew also said if they would have been the first team to come out, they would have done the job differently. I even have text stating the 2nd team would be able to fix the job as promised. They either need to reduce my bill CONSIDERABLY or regardless of what the job should have cost, come fix it as they promised, not just make it better!!!

  

  Business Response

  Date: 09/15/2023

  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 discussed the concerns. After all parties came to an understanding, we are taking **** off the final bill.

  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: 09/19/2023

  
  
  ****** ******** *******
  
  
  
  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:09/09/2023

  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’m filing this complaint out of sheer desperation after some unacceptable service we received from Groundworks in Denver. We experienced two floods this summer in our home and sought waterproofing. We were disappointed to learn when we met with the team on June 12 that the earliest we could schedule was September 11, but we scheduled out of fear for more damage. We paid a ***** deposit and have lived in the aftermath of the floods for three months.
  
  Today, however, we got a call saying our foreman had a medical emergency and our work would be delayed until October. Mind you, the team was supposed to come to our home on Monday. We have already waiting 3 months, and have been sitting on a massive financial, emotional, mental burden. Waiting another month is not acceptable. We expressed our concern and the sentiment was “there’s nothing we can do about it”. For one employee medical emergency to significantly derail your operations is simply unacceptable. Customers deserve better, particularly when they’re seeking your help to mitigate significant risk.
  
  Total cost of services is upwards of *****

  Customer Answer

  Date: 09/21/2023

  This complaint has been resolved. Thank you.

• Initial Complaint

  Date:09/07/2023

  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.

  My husband and I got our crawl space encapsulated, drain placed, and main supports shimmed. When the original person came out to our home it was sunk .5 inches. We noticed our back door unable to open/close properly as well as drywall crack again after this was completed 7 months ago. We contacted *** *** and ****** came out. ****** stated it was completed improperly. There were not shims placers accordingly, the house was not jacked at all, the back door was done incorrectly, and ****** also stated we were supposed to be present the day of installation in order to stand in the home and confirm the cracks closed. We were notified at time of installation that being at the home was not needed.
  
  Now, months later, due to improper installation *** *** refuses to return calls. It has made it all the way to ******* *** (general manager) and they will not respond. This is with a lifetime warranty even though the improper installation should be on them!

  

  Business Response

  Date: 09/14/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Production Manager (PM) visited to inspect the work done, and that the install looks very good and the quality is what we expect from the crew. The customer agrees that they did have a moisture issue in the crawlspace and we talked about how the moisture issues and cracks in the walls are different issues. 

  The customer was escalated due to a service visit where we measured the floor system and told the customer that they had an inch drop more than what is actually there, which was verified by PM today.  The service tech also left the customer with the impression that the work we performed on the home, which was removing insulation, cleaning the wood framing, properly insulating with extreme block, protect from ground water with a pump and drain system, and are controlling the environment with an encapsulation and air system.  We also shimmed some existing piers in an attempt to solve some cracking issues in the interior walls. 

  Some of the cracks noticed are due to settlement in the exterior wall mostly in the back left corner of the home. PM scheduled time to meet with customer again to discuss the foundation issue they have and a plan to fix it.

  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:09/06/2023

  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.

  Foundation Systems of Michigan (FSM), located at ***** ************ ******** ** *****, finished my crawlspace encapsulation on August 9, 2023. I have contacted their office multiple times (including at 11:24 a.m. on 8/31; again, at 11:29 a.m. on 8/31 as they disconnected me so I had to call back; and at 11:11 a.m. on 9/1) because the new sump pump system and drain pipe they installed are now full of 3-4 inches of sand.
  
  Since this is a new system, it should definitely not have this much sand in it after just a few weeks. I believe the installers either forgot to put the mesh silt sock on the drain pipe as well as backfilling with the drainage stone as indicated by the work order or they did not excavate properly when installing the new sump well.
  
  The last time I spoke with a representative from FSM, she indicated that ******” a production supervisor, would contact me. As of today, no one has responded to me and when I call the company the only option I have is to leave a message on their machine. I would like the company to have their representative contact me and arrange to send someone out to inspect and solve this issue.

  

  Business Response

  Date: 09/28/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that our supervisor went on a site visit on 9/15 and identified a solution for ****. The project is currently scheduled for 10/5.

  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:09/05/2023

  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 have contracted several jobs with Mount Valley Foundation Service and recently discovered several possible discrepancies in the work description indicated on my contract and the work description indicated on the job permits.
  I requested copies of the permits, complete with attachments, if applicable, approximately 10 days ago from the company but have not received a satisfactory reply - shouldn’t be difficult!
  Also, copies of the permits are essential in case of a new homeowner.
  If permits were not required- please so state.
  The work dates are 7/2022, 1/2023, and 6/2023.

  

  Business Response

  Date: 09/12/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us they sent customer an email confirming we are crediting customer ******* for a permit fee which was not required for contracted work dated 1-11-2023. 

  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: 11/01/2023

  Field Superintendent talked to the customer and ****** and we have them schedule to go out there on 11/7 to begin the mold remediation. We have reached out to the recommended Carpet company and he will be going out there one day this week to provide her a quote to put carpet back once everything is completed.

  Customer Answer

  Date: 11/12/2023

  No response was received from me to close the complaint because the situation is not resolved.

  Mount Valley is attempting to correct the drainage problem but a viable solution is yet to be seen.  The mold remediation is in progress but not completed- there is also damage to lower exterior of the fireplace which has not been addressed and carpet yet to be installed.  Additionally, the brick interior walls show signs of mildew.

• Initial Complaint

  Date:09/01/2023

  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.

  This is my dad, **** ******, house. The area of the house that it was installed in was my part, (daughter: ****** ******* ******* (rough estimated price)
  When the sales man came out to extend the offer of their services, they said they would replace everything to its original condition. They proceeded to leave multiple holes throughout the house (including floorboard, walls etc.)
  After installing the system they told us that it was not their job to fix those areas, leaving exposed holes in the ceiling was what they were told to do and that they would not be responsible. We told them that is not what the sales rep told us and they did not want to hear that.
  They forgot to attach and seal a pipe, in doing so, this caused water to come in through the ceiling of the bedroom, damaged the ceiling tiles, walls, ruined carpets etc. Again they said that was not their fault for the damage, came fixed the pipe and left.
  We have not put new flooring down due to the fact that it may still get ruined, because the customer satisfaction has not been met nor did they stand by the word of the sales rep.
  It has been almost one year since water damage, but no one refuses to call back and they have not been out to do a system maintenance check.
  The system has worked since but the damages left behind is uncalled for. No one returns calls.

  

  Business Response

  Date: 09/27/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that branch has not received any communication from the customer not email nor by telephone since January 2023, when we did send out a Service Technician. We did a search or all emails and our call logs for his number and we have none. We are not sure what number he has been calling. We also got confirmation from the original Inspector that he has not received any communication the customer either.
  
  On page 2 of the contract, (snippet attached). This customer did not want to remove his finished walls in his basement. We did not install a system to prevent water from the walls or cove joint from coming in, but only sub-floor piping, we call a lateral line, to a triple sump pump. The Inspector included the following in the contract on page 2.

  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:08/31/2023

  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.

  After purchasing a house, we discovered we had erosion problems involving our driveway. There were several areas that had nothing supporting it due to the dirt eroding out from underneath it. We hadAFS come out and do an evaluation and provide a quote. The representative came out and did a rather through evaluation. During the sales presentation he provided a diagram, via "zoom" meeting detailing the work to be done. We agreed and signed a contract. When the workers came out to complete the job they didn't know what they were supposed to do. After the job we inspected the area and thought they had missed a couple locations. We contacted the representative to obtain a copy of the diagram. The first contact was met with a quick response, saying he would forward the diagram and come out and do another inspection to make sure the job was completed as contracted. We followed up a few days later and several more times. All follow-ups meet with silence. We still don't have a diagram of the job and don't know if we received what we paid for. there has been no contact from the company.

  Customer Answer

  Date: 09/11/2023

  On 9/4, the representative was able to forward the diagram we requested.  On 9/11, AFS sent another crew out to inspect the previous work.  They determined several areas had not been completely remediated.  They completed the requested work without any issue and explained what they were doing and why. This crew and the representative went above once they determined there was an issue was discovered. I am satisfied with the completed work. 

• Initial Complaint

  Date:08/30/2023

  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 or about Oct 2023 **** ****** sold me a french drain type basement water proofing system. It cost approx ** and is paid in full. The only room in the entire basement that ever was damp is a small finished bdrm with a window near the top of the wall. Approx 3-4 weeks ago during a very heavy rain the entire bdrm flooded. The carpet was soaked, the base boards show how high the water line was, the wainscotting is warped and moldy and the entire finished basement has an odor of mold/old wet water. After calling OBS we were told there was a 4 week wait for any one to come out and access the problem. During the next rain, we used 2 carpet cleaners and a shop vac to suck up the water. After sucking up 25 gallons of water we stopped counting. A tech came to our house Aug 15, 2023 to assess the situation. He did nothing to correct the flooding. Finally after him contacting the main office **** ** ********* Field Inspector who also sold us the system, came out and he too did nothing to correct the flooding. We believe he sold us a system for nearly *** with no warrenty full well know that a relatively inexpensive repair would have done the job. When he came out this time he went under the cat walk decking and suggested the window well or french drain type system. As of today, **** * is no longer returning our calls. I called again today and left a vm for him letting him know we will be filing a complaint with the *** and the **** ******** ******** ******. At this point we have a large section of wall torn out, moldy wainscotting, ruined new carpeting, wet wall insulation and no repair or response from OBS. We are requesting that they install the window well, repair/replace wall install new carpeting all at no cost to us and refund in full amount pd for system.

  

  Business Response

  Date: 09/06/2023

  Hello,

  Management has informed us that a crew member visited your home and took off the drywall under the window where you were experiencing the water intrusion. There was significant block decay under the window seal. Management explained that you settled on an agreement and that OBS would fix the window and pay for the small section of drywall to be repaired since the original scope of the project was misdiagnosed. Our team is scheduled to return to fix the repair on 9/14.

  Customer Answer

  Date: 09/17/2023

  We have not sucessfully closed the case yet. The General Manager make verbal promises to inimbures us for all the work we aggeed upon. We're anly in the first phase of having the window made and scheduling and installation date.