Complaints
This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 684 total complaints in the last 3 years.
- 212 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:10/23/2024
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 September 21, 2024 a payment of $******** was made. An appointment was scheduled for 10/21/24. The company cancelled one hour prior to arrival time. I would like a refund.
Business Response
Date: 10/23/2024
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 reached out and confirmed cancellation and refunded to the credit card.
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: 10/24/2024
Better Business Bureau:
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:10/21/2024
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.
Sept 17, 2024
Groundworks came to my home to level my porch and level my sidewalk in front of my porch. The workers made a mess of my porch. The poly foam they used somehow squirted up on my house siding. They told me that they did it and used a power hose to try to get it off. The power hose ruined my front screen door and the poly foam did not come off. I called them and told them about the mess and on Sept 30 they came and inspected it. Christian said he would get back to me. I waited 3 wks and no answer . I did talk to him this am and he said he was on vacation. He said today that he would get back to me, but for some reason I feel they are putting me off! The workers pointed it out to me and told me that when it dried it will be gone( poly foam). Not only did it not go away it went from a whitish gray to a brownish yellow!Business Response
Date: 10/25/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a crew came out and used the power washer to remove all of the poly stains, and have refunded 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.
Initial Complaint
Date:10/21/2024
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 worked on my house beginning August 27, 2024. I allowed the workers to use some of my equipment because they came poorly equipped with only a cart that had a flat tire and nothing else to transfer items as they were working under my house in the crawl space. They proceeded to damage my equipment by overloading it and getting cement on it. They also seemed to have left clamps between the beams completely loose. I was contacted by **** ****** at JES who agreed to a $*** credit to cover the damage and to send someone out and check the clamps. Neither has been done nor has he contacted me since I texted him last week after coming back home from a trip. I desire that JES follow through with the promise of a credit and inspection of the clamps ASAP.Business Response
Date: 10/28/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a crew went out, clamps have been corrected, and the $*** has been refunded.
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: 10/29/2024
Better Business Bureau:
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:10/20/2024
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.
We had a flood in the basement of our home, and some bad cracks in our walls in the basement. On September 3rd 2024, we hired this company ********** *******y Systems to come out and put anchors in the walls and beams. They were going to put in an interior gutter all around the inside of the walls of the basement and put in a sump pump as well. They were then going to put a drain to the outside back yard, and the city inspector was to come and approve of all of this before they completed the job. They said that they would be done by the 6th of September. The City Inspector came out and told them " You will not put in the sump pump without an plumber and a permit. He further stated that the outside drain will not be put on the outside back yard. It must go in the front yard out thru the curb in the street for the drain " He further stated that " when this is done, I will have to come out to make sure it has been done correctly." They stopped the job and came out the next Thursday to put the sump pump in dig the drain, run pipe thru the walls without a permit or a plumber. They stopped the work with at least 30 ft more to go to the curb. We have been calling and leaving messages and no one has contacted us, except 2 days ago October 16th, We were told that a Supervisor from ********** *******y would come out and see what the problem was. When the Supervisor came out he stated that he wasn't told by ********** *******y Systems to see what's going on, he was told to hook up the battery and plug it in and put in an alarm to the sump pump. We told him no no no. You are to get a permit and a plumber to do anything with the sump pump and you are to finish the drain on the outside to the road and put a hole thru the curb. The Supervisor stated well it isn't going to hurt to hook up the battery and put in the alarm and that is what he did. He stated that he wont plug anything in and that he will call his boss and let him know what was said here.Business Response
Date: 10/24/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) informed us he contacted the customer to ensure he was up to speed on wher* *** is currently in resolving his issues and concerns. Customer know knows the plumber is currently waiting on a permit and plans to receive it in the next 7 days. GM told customer that if he had not heard from us by 10/30 GM would personally call him and give him an update on the status of the permit and when we would be out to address his concerns.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
Date:10/09/2024
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.
My crawl space remediation has been avoided by the Basement Authority of WV for months. My calls and other forms of contact are not being returned.
At the time of writing, work meant to be complete in June is not complete in October. I have called the production team various times, at minimum once per week) to prompt someone to come out and finish the work and have each time been sent to voicemail with no returned calls. I have gone as far as to choose separate automated call numbers to get connected with different teams to ask that my message be forwarded to production for a response.
I had work done on my crawl space in early June immediately after purchasing my house and was soon after billed for the work. After checking the crawl space myself soon after, I found not all items I was charged for were completed. I called the next day and was told someone would be sent out to my residence as soon as an opening was available. This did not happen. I instead was made to call back for nearly 8 weeks until someone finally arrived August 28th to review the work and confirm that the skipped line items would be fixed. This was not due to busy scheduling, multiple times when I called and explained my situation I was very literally told that they "let it slip". September 4th someone arrived and sealed off a couple of vents and added some "to do" work items to my case but did not complete all of the work during their time there and informed me that someone would call me to schedule the last line items of sealing, taping, etc. I did not receive a call. My partner and I have once again been calling weekly since September 4th. All of our calls have gone to voicemail and none have been returned. The work remains incomplete since June 2024 and I continue to be charged for the work while it is incomplete.Business Response
Date: 10/15/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a Technician is coming out on 10/24 at customer's request to seal the final 2 vents, tape up missing spots and hang some more 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.
Customer Answer
Date: 10/24/2024
Better Business Bureau:
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:10/09/2024
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.
They were hired On 9/27/24. They came out to adjust concrete slabs to lift and drain away from house foundation. Also to lift front step. Instead they cracked a 10x10 slab in half and raised step uneven. The concrete still drains towards the house. We did this to have a deck installed over slabs. Now the concrete is ruined and we cannot install a deck unless all concrete slabs 30’x10’ is removed and/or replaced. An inspector came out and agreed many mistakes were made. We want out full refund o* ********* so we can address this professionally. We lost our time schedule for contractor to install deck on 10/1 to install.
As of today they are not returning calls or emails. This is a fraudulent with several names which is illegal.
Please assist us with this fraudulent company and damage to our property.Business Response
Date: 10/11/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The ******* ******* informed us he talked with the customer and agreed to refund the project. ** is processing 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: 10/24/2024
Per a settlement we requested full refund and we just received the refund for cost today.Initial Complaint
Date:10/08/2024
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.
*** *******r and ******* ******** seek a bill ad*ustment from Groundworks/Ohio Basement Authority (OBA) in the amount of ***********
Incomplete/incorrect invoices and supporting documentation not only slows down the payment process but damages the relationship between customers and companies. Pricing that differs drastically from the original statements make companies look bad and cause payment delays.
On Oct. 2, OBA asked us to pay $********* for work done on August 1 and 2, 2024. This is approximately ******* more than their original requested payment of $********* on 8:00 AM August 5, 2024.
We refused to pay in Aug. due to damages by OBA to our water supply pipe. We were assured contractor would fix the damage. He didn't.
After difficulty contacting someone, OBA was to send a plumber to fix the damage. On Sept. 3, ***** ******** called claiming that plumbers they deal with "don't deal with our area." We were "out of range" and should find a plumber ourselves.
After the plumber's estimate, ******** agreed to subtract $*** from bill on Oct. 2 at 9:30 AM.
At 11:11 AM we recieved request for payment of, not $*** less than the bill, but ******* added to the bill. The invoice ******** sent was created Oct. 2. It wasn't an ad*usted invoice, but a different one.
We contacted ****** ****** who apologized and said, "I will make this right." We watied to get an ad*usted bill. Nothing.
Oct. 8, we recieved a message stating OBA wants to "go through the contract." Our defenses went up.
We owe $********* for the *ob on August 2. Compensation for damage would be great; however, the relationship between us and OBA has been negatively impacted. We do not trust them. We wish to be charged $********* and have no future dealings with OBA and their so-called professionals who *ack-hammer pipes, fail to repair damages, lie, and call us "out of range" of their sloppy services.Business Response
Date: 10/08/2024
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 with homeowner. The balance is cleared up. The branch will be making the ad*ustments to their account and the homeowner will pay tomorrow. They are happy with the work and are satisfied now that OBA cleared up the confusion.
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: 10/11/2024
10-11-24 at 10:48 PM still no ad*usted payment request received from loan compamy. I plan to call **** tomorrow.
Business Response
Date: 10/15/2024
The GM has sent the ******** loan link with the ad*usted amount.Initial Complaint
Date:10/06/2024
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 had a sunken living room, and the floor was slopping, Mount Valley came out to access the problem. They determined we had a floor joist that was rotten and needed to be replaced, there was moisture under the crawl space that was causing wood rot, fix any broken or rot wood, and they need to install jacks and replace joist with metal beam to fix the slop, and they would complete the encapsulation system to control the moisture. We decided to pay them to fix whatever need repairing. Our greatest concern was the foundation of our home being intact and we wanted everything repaired. four months later, we started to hear loud popping noises under our home, similar to the sounds we were hearing when we first called Mount Valley Foundation out. The told us it was just the wood dying out and the moisture system was doing what it was supposed to do. Six months later we started to notice drywall cracks in the master bedroom, master bath, living room, front foyer, then we started to notice floor and wall gaps in the same rooms, and in majority of the rooms on the 1st floor, then the stuck doors stuck and dragging doors in three rooms on the 1st floor. We immediately contacted the company and sent them pictures of the damage, The sent someone out and he alleged it was the house settling. I told him that was impossible because the home was 12 years old when we purchased it and it did not have any cracks in the drywall, stuck, dragging doors or floor and wall gaps. Not to mention the price it is going to cost to repair and paint the walls because of the damage. The rep informed us we had a rotten joist under the home that will need replacing. I was charged ********* to repair my home and this company created drywall cracks, floor/wall cracks and stuck, dragging doors. I also have multiple broken, rotten beams under my home that should have been repaired. I want my home repaired, and this company to stop lying and avoiding me. Correct what was done wrong fix problem.Business Response
Date: 10/11/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they have a visit scheduled with the customer and an engineer for Thursday 10/17 at 11am. During our visit, we will establish a resolution that will meet the customer's needs. We are currently looking at adding additional support in the areas pointed out by the customer. During our visit will confirm the exact location and number of supports needed.
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:10/04/2024
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 paid to have a system installed in my basement to address water concerns. After paying ove* ** ******** *ollars to FSM the problem still exist and the company will not reply to my calls or request to rectify the problem. In addition to filing this complaint, I have written the company a letter detailing my concerns.Business Response
Date: 10/08/2024
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 a site visit scheduled for this Friday, 10/11, to asses the issues with the customer and create an action plan.
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: 10/19/2024
The company has made contact with meet and we discussed next steps. I am waiting to hear back from the company to schedule an appointment to get my repairs done.
Thank you for your assistance in this matter.
Kind regards,
Initial Complaint
Date:10/03/2024
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 September 26th a technician (****** ***) came out to drain my hot water heater. After 39-35 minutes ****** said the job was completed charged me ******* for the visit and gave me a quote and estimate for getting a new hot water installed.
October 1st I had to call ** again because the water was still coming out of the hot water heater. A second technician was sent out October 2nd (**** ******) this tech stated that the tank had not been drained the first time. He then starts the drain again, but leaves before the job was completed attached my water hose to the tank and left. I have had water leaking on my floors since September 25th. The customer service Manager reached out to ask if I wanted to go ahead and get the new water heater installed by **....they haven't stopped the water from leaking, I don't trust them to do a new install. Could I please be contacted for a refund for services not rendered.
Respectfully,
******* *******Business Response
Date: 10/03/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us She contacted the customer and talked about how he felt he did not receive a service worth what he paid. He explained his frustration with still having a leaking water heater. He admitted it is aged but has refused to replace it as well as multiple offers from our team to remove the old leaking water heater even if he chooses another route for replacement as it will continue to leak because it is so old and damaged. It is full of sediment making it difficult to completely drain. Understanding his frustrations, the GM has refunded the **** service fee.
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: 10/14/2024
good mnorning this issuse has been resolved...thank you for my assistance
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