Complaints

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

close

Find a Location

Groundworks, LLC has 89 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/29/2023

  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.

  The project was performed on May 25, 2023. The project was to raise the concrete under my patio using their foam media. They didn’t raise the patio to the bottom of my foundation supports. During their process there was a big chunk of stucco taken off of one of our pillars. The job took 5.5 hours and I paid ******* for a sub-par job. That is over ***** per hour. I’ve tried. Several times to contact the company and I get no response.

  

  Business Response

  Date: 09/07/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us we acknowledge that damage was done to the stucco and have asked customer to get some estimates and repair the damage and send the invoice to the Production Manager who has given his direct email and contact information. 

  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:08/29/2023

  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 9-2-2016 FSM installed WaterGuard waterproofing system to the entire inside perimeter of my basement and included a Triple Safe sump pump system (********). I began seeing water stains and light cracking on two of the basement walls around 2019 and requested service to determine why this was happening. I was told the system and sump pump were working properly since no water was visible on the floor and the cracks were likely due to the house settling and to just monitor them and have them checked with the annual sump pump maintenance check. These two basement walls continued to show more cracking/water damage. At the 1/2020 service appointment, I was told by the service technician (*** ******* I needed these two walls braced because they were starting to "inwardly deflect" and "bow" and needed a Vapor Loc Elite Wall Bracing system which would cost ********. I disagreed with what was needed because the wall was not bowing or deflecting at that time. I requested a supervisor inspect the system. Despite my system being under warranty, FSM has refused to repair my system allowing damage to my basement walls and my home's foundation. At each service appointment I request, no service tech would check the "clean outs" to see if the system was blocked despite seeing dark colored stains in the cement on the floor, and water stains appearing high on the walls. FSM stopped sending me service appointment confirmations via text message the day before the appointment and the tech would only call the day of the appt. On August 24, 2023 the same thing happened with my appointment reminder but this tech (*******) opened a small portion of the floor near dark stain and connected a hose to my water tank and ran water through the system. The water immediately went to the area with the deteriorating walls and did not travel to the sump pump. The sump pump was also dry. The service tech refused to fill out sump pump service sheet and has not sent a service order.

  

  Business Response

  Date: 09/06/2023

  Hello,

  Management has notified us that they have spoken to you and have scheduled a superintendent and a plumber to visit your home on 9/15. The team will let us know of any progress after their visit with you. Please reach out to management if you have any further questions before 9/15.

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The true
  history of FSM’s involvement with my property has been the opposite of what
  they have told their lawyer/lawyer has claimed on their behalf. *** ****** is
  the only service tech which recommended over ********** in structural repairs.
  Based on ***** obvious deception, I requested to be serviced by a supervisor
  and structural engineer because my walls were not bowing (then and are not
  bowing now). I told him that the costly repair he described was covered under
  my warranty and asked why he didn’t inspect the clean out ports and check the
  system for blockages. He said I didn’t have a warranty. I told him I did and
  could go to my files to show him. He said that’s ok, I can have the service
  department to email it. He emailed the service department stating “Service
  department please email customer’s original contract (I was included in the
  email). After receiving the email (from ******* *****) verifying that I indeed
  have a warranty, *** ****** said he would have to speak to his supervisor ****
  and the “higher ups” to get approval and determine if it was covered by
  warranty.  
   On August 24, 2021, I finally met with
  Supervisor **** ********. He agreed that there was a problem with the
  system. He told me and showed me on his computer:  “FSM would install needed clean out ports,
  flush the system and ensure that there was a water vapor barrier placed on the
  affected walls as warranty work.” He apologized for the delay and said that
  they would get to me as soon as they could when they had staff and assured me
  that my foundation appeared solid and that I did not need braces or anchors. He
  also stated that *** ******s had Covid and wasn’t available.  **** stated that they may not be able to get
  to me for a month or so because they were extremely behind due to Covid. But if
  I experienced a “backup” before the repair appointment, he instructed me to
  call the service number and tell them and they would send a plumber out. ****
  said he would finalize the work order and bring it with him to the repair
  appointment.
  After a
  month went by and I did not receive a call from **** or FSM, I called his
  number (*** *******5) and left a message. He returned my call and said he called
  me and left a message. I informed him that I did not receive a message on my
  cell phone from him and made sure he had the correct number and email address.
  It appeared he was playing “phone tag” with me. Subsequent requests I made for
  appointments with Supervisor **** and any Supervisor was delayed with claims of
  service techs and supervisors not being available due to Covid and only
  emergencies were being addressed like flooding or wall failures.  Then, the next time I called, I was told that
  **** no longer worked there. Other service appointments ignored the warranty
  work including the August 24, 2023 service appointment with “*****”.  This tech left without providing me any summary
  of his findings, work order indicating he serviced/checked sump pump. He had
  the audacity to email me a  proposal ***********
  almost two months later on 10/6/2023 with information that was untrue.
  The FSM lawyer
  is in possession of Supervisor **** ********’s notes which prove that the
  warranty work was ordered by supervisor ****. I have a copy of it. Superintendent ******* created the
  diagram depicting the same need to install clean outs/inspection ports.
  However, Manager ***** refuses to indicate in writing the scope of work as ****
  did and honor the warranty work. 
  Finally, to
  resolve this claim FSM should use materials/equipment to protect my furnace, water
  heater and appliances from dust; Remove perimeter of basement cement to check
  for/clear(flush) any clogs/barriers in the waterproofing system, ensure proper
  water flows to sump pump, and that sump pump discharges water from home,
  replace any needed connections/tie ins to ensure water goes to sump pump, install
  8-10 inspection ports (or more if needed to accommodate 1,744sq ft. basement) to
  ensure proper maintenance to the system, replace removed cement and clean up
  work space; Clean and repair three affected walls and install VLE water vapor
  barrier to the three affected walls; Place this warranty work in writing; All
  work should be supervised/monitored by FSM Superintendent *******, and monitored
  by my home inspector and/or city of Eastpointe inspector. All workman,
  installers, plumbers should provide a copy of their occupational license(s) to
  perform work. FSM should also cover permit costs associated with work.
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  

  Business Response

  Date: 10/11/2023

  Foundation Systems of Michigan, LLC ("FSM") has never undertaken any foundation repair for this customer.  This customer is demanding foundation repair for free that the company has been recommending be done with proposals to stabilize her walls since January 3, 2020, which she has rejected for years.   She now demands that the foundation repair be done for free.
  FSM completed the original work water management work described in the parties'  August 19, 2016  contract in a workmanlike manner and in accordance with standard industry practices, the manufacturer’s installation guidelines, and local, state, and federal rules, regulations, and codes.  FSM fully complied with its contractual obligations and duties under the Contract.  The issues about which the Customer complains have nothing to do with the work completed by FSM under the Contract.  FSM has proposed additional work not contained in the original Contract, but the Customer wants FSM to complete the additional work for free and FSM has refused.
  In sum, FSM has properly performed and completed the work for this Customer.  This *** complaint is without merit, basis, or legitimacy.

• Initial Complaint

  Date:08/29/2023

  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.

  Installed 07/27
  Where to start? Sales person comes out and I show him that 90% of my water comes in under my stairs. He says they will install it under the stair towards the bottom. I was so happy to get this addressed I paid in full right then. They showed up two days later. When I get home they had it installed in back by the wall and in the doorway of the space under out steps. So its about 5 ft from where we wanted it. Because they didn't put it where we agreed, they had to use an 3 plug extension cord. so the next time it rained hard I ended up with 2 inches of water in my basement. Neither pump came on. So I called the sales guy and they said someone would call me. Days went by. I get a text from someone asking if they can come by. I didn't see it right away and when I did I tried to call. No answer and no call back. I sent multiple text and got no reply. I called a couple of times and got no response. Finally I talk to someone and they said someone would come out the next day between 8:30 and 9:30. No one showed up. So I call again and the customer service person said she seen where I called and told them what happened but said I didn't request a service call. So ***** came out that same day. One pump was bad and one of the plugs was shorted on the extension cord. So he fixed it but didn't have a another cord. I used one of my cord to get the other pump powered until I can move the outlet. Next heavy rain the crock is empty but have water in my basement. I called and spoke to multiple people. Got different information from each one. A crock should collect water, thats why it has holes in it. I want them to fix this. I would love for them to pay for the addition damage the water have done in my home.

  

  Business Response

  Date: 08/30/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that there was water coming in from the wall under behind the stairs. It was explained that the sump its self will not take care of the issues customer is having. Manager did a full home inspection as well and found 3 other areas where water is getting into the basement from the dislocated downspouts. Additional work is being scheduled to address these new 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:08/28/2023

  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 15 August, I scheduled an appointment with **** ******** ********* (***). The sales rep came and stated I needed a sump pump. As a first-time homebuyer, I listened to who I thought was an "authority" on what was needed to fix the water problem in my basement and I signed a contract (attached). I spoke with my brother and brother-in-law on the 18th and told them about the house's water problem; both stated a sump pump was not the answer and that what I needed was a "French drain." I immediately contacted the company rep and told him I wanted to cancel the sump pump. He told me that he knew what he was talking about and that French drains don't work. I explained I wanted to try it before spending *** on a process that wouldn't keep water from coming through the walls. I explained I would keep the sidewalk and sealant processes, but I wanted the sump pump canceled. He sent me a change request on the 18th with the new price of ********. However, on the 21st of August, I received a text from the lending company ***** *** stating that I my account was charged the original deposit amount, ********. I texted the rep immediately asking why I was being charged more than the actual cost and he told me "That's how contractors work." Today, 28 August, (the second change to the original dates of service) is the day of scheduled work. However, the company called and canceled due to not having a foreman. I asked to just cancel the whole project and get the money refunded back to ***** *** so that I can close that account. I do not want to do business with ***. I was misled by the rep and overcharged for a service that hasn't happened yet. I have called both *** and ***** ***. ***** *** says they have already paid *** and that I need *** to refund ***** *** the money. Once they do, I can close the ***** *** account. When I spoke to ***, they said I would need to speak with a manager...I'm still waiting. She also told me the sales rep no longer works there. Help

  

  Business Response

  Date: 08/29/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the customer is choosing to cancel the project. she was not happy with the original inspector's communication with her regarding the scope of work. We will use her feedback for future training and will be refunding her ******** account for the full amount so that the account would be zeroed out and closed.

  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: 08/29/2023

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

• Initial Complaint

  Date:08/28/2023

  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.

  ***** **** **** ***** came to my childcare center in April. We agreed to have my crawl space and basement waterproofed and a sump pump installed. I let ***** know from the beginning that I would be financing a portion and using grant funds for the additional balance. I sent ***** the documents that were needed to become a vendor to receive the grant funds. He told me everything was fine and I was good to go. The installation was done and I began making payments on the portion of the balance that was financed. The grant funds are still sitting and will soon expire because no one at **** ***** can figure out how to become a vendor on the classwallet website despite months having passed. I have every single email I have repeatedly sent to ***** inquiring about when I would be able to send the grant funds. I told him over and over again that I am not in a position to pay almost ****** out of pocket… yet nothing has been done. The funds will soon expire and my fear is **** ***** will try to collect the additional funds from me despite our agreement.
  
  To make matters worse I still have water intruding into my crawl space. Overall this has been a horrendous experience.

  

  Business Response

  Date: 08/29/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us they have reached out to explain some setback the company has had with the Grant process.  Additionally, our service team will be reaching out to schedule an inspection to see if there are any issues with our work.

  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:08/28/2023

  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.

  04/18/2023 was when *** was contracted to do work. Work was completed 05/27/2023. Basement not restored to original condition after damage was done by workers and had to file a complaint on **** before they responded. Now after completion I have more water in basement than I did before. I have contacted their Finance department and it supposedly under investigation. That was 3 weeks ago and still no response to and resolve problem. At first it was due to them not extending water proofing out enough according to Supervisor that saw pictures. Now the whole basement has flooded and has caused damages to items I had sitting on floor and my water heater is not lit.

  

  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 that the basement backed up with storm water while storm trap was plugged up with cement. The team snaked it out and it is all clear. Also broke out storm tap to see if the plumbing tie in was done correctly and it was. So they snaked both drains just to be sure. All plumbing completed.

  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: 09/15/2023

  Our Operations Manager talked with the customer and we are going to be refunding her $650 via check.

  Customer Answer

  Date: 09/18/2023

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

• Initial Complaint

  Date:08/27/2023

  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.

  The date of service was, November, 7th-9th, 2022. They had to come out several times because the first crew did not do the job correctly. I paid the JES company the remaining balance on November 29, 2022. The waterproofing foundation repair is guaranteed. as long as I or whoever owns this home. There are multiple times they had to come out to correct the water problem because water was still coming into the basement. This last time I sent a text to a **** ***** (supervisor who had sent the last crew out for repairs) on June 30th telling him some water was still leaving a wet stain around a section of the basement wall, ** ***** replied on July 5th reviewing pics I've sent to production manager. Two weeks later (July 19) I text Mr. ***** about what was being done. On July 24th he replied he would reach to the production team Still no reply from *** *****. On Friday, August 18, i called the JES office. ************** and explained everything to him. He said he was going to have ***** call me. (a supervisor) Its August 27th and sill no word. The service for JES to have someone come out to check on an ongoing issue is very poor. I have told many people in this company that they are holding me back from remodeling the basement. It's been two months for this ongoing problem. VERY DISATISFY WITH THIS COMPANY. I just want to get this resolve and move on, Job #******

  

  Business Response

  Date: 09/22/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that a crew is schedule to come out for repair and to fix the concrete.

  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:08/25/2023

  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.

  *** ********** will not provide me with an invoice to pay from. The bulk of the work on the foundation of my barn was completed on 6/19, 6/20 and 6/21, of the vertical steel columns on concrete footers, however, I had to remind *** ********** that the scope of work they were to complete was to also include straightening and aligning the concrete foundation and filling cracks with epoxy and concrete. They returned and completed that aspect in July. I received a call from ********* ****** in their collections department in July stating I owed an amount of approximately ******* after ***** had been paid by financing through GreenSky. I am contesting the amount of ******* because *** ********** sent an email to me in mid-April which said to the effect of "We see you haven't signed the proposal we gave you in February. Here is an offer of *** off the lowest quoted estimate to incentivize you to sign by 4/30." I signed by April 30 but *** ********** is refusing to apply the *** discount (FALSE ADVERTISING!!!). ********* ****** said they couldn't apply the *** discount because they previously gave me a very small - maybe ** discount - for a Senior Citizen discount. *** ********** has refused multiple requests by me for them to provide me with an invoice. I am now on some type of supposed "Fast Track" debt collection. And, by the way, I met at the property on 8/22/23 with *** ********** and the county Inspector. The county Inspector required more work be performed before he approved of the work, therefore, the work can only be considered as completed on 8/22/23. I NEED AN INVOICE TO PAY FROM!!!

  Customer Answer

  Date: 08/28/2023

  This is a copy of the original contract with *** that was signed before the deadline of 4/30/23 to receive the *** discount described in the email they sent me saying something to the effect of, "We see that you haven't signed the contract yet that we gave you in February. Please take *** off the lowest estimate you received from us as our incentive to get you to sign the contract."

  

  Business Response

  Date: 09/15/2023

  Thank you for bringing this to our attention. We have forwarded the concerns to management. They informed us that the Legal team is working on this with the customer.

• Initial Complaint

  Date:08/23/2023

  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.

  DO NOT HIRE THIS COMPANY!!
  In August 2022, I hired **** ********* ******* to waterproof my basement. The first set of contractors that came out to do the work were extremely unprofessional. They damages several areas of the basement by digging up concrete incorrectly and reinstalling improperly. The damaged the laundry sink as well as other areas of plumbing in the basement. In Oct 2022 the company sent another group of contractors out to try to readjust areas that was not done properly, which even after this the finished result was still not acceptable. They covered my basement drain with a smaller drain that was uneven and not pitched properly. The finished product looks terrible to the eye and even after spending almost ******* my basement still has moisture.

  

  Business Response

  Date: 08/30/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us customer is getting moisture from their band board where the water is running under the door frame of their back porch due to the concrete slabs being slopped towards the house. Manager proposed our concrete lifting solution to bring up the backside of the pad but the customer already has intentions to replace the pad later this year. The floor drain was rerouted for the waterproof applications and was explained why it had to be that way to leave room for the basement gutter. Manager is having a crew return to move it over a few inches where customer can change their current sink from a double to a single. 

  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:08/23/2023

  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.

  On 1/05/2021 Work was performed. Cost ********* for 2 Push Pier 288.
  My husband and I were concerned that chimney was separating from the house and it could fall. We contacted *** ********** ****** and talked in person to ****** ******* a Certified Field Inspector where he recommended installing 2 Push Pier 288 to solve the situation and he told us that there was a lifetime guarantee that the chimney would stabilize from movement. Mr. ****** told us that once the 2 Push Pier were installed they were going to call us to be present to lift the chimney back to its place (the house) and that we could direct them to the position that we want the chimney to be according to our satisfaction. After they installed the 2 Push Pier 288 they did not call us to witness the chimney going back to its place. The workers told us that they were not able to bring the chimney back to its place because it was too heavy as Mr. ****** assured us it would. They gave me some papers to give to an inspector from the city of Galax but he never came to pick them up. I called many times complaining that I was not happy with the work, and then they assured me the chimney was stabilized and it was not going to move and they were going to send an inspector from their company every year for 3 year to inspect the chimney. Every year the gap between the chimney and the house grows larger. Now the gap between the house and the chimney is worst then ever and we are terrified that it can fall and cause a tragedy. *** ********** ****** Company does not want to take responsibilities, even though on the contract states lifetime guarantee stabilization from movement. The inspector this year stated that there was a significant gap between the house and chimney and it could fall. In addition the inspector gave me advice to seek a professional chimney sweeper to help with the situation and, I told him we paid thousands of dollars for *** to fix the chimney as promised and that we have lifetime guarantee.

  

  Business Response

  Date: 09/11/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the Technician came and realized the piers were not tight. We hooked up our driving equipment and drove another 48 feet down before hitting pressure then capped piers and hooked up the enerpac system. Was able to get the chimney to move some until the piers started to drive deeper. Chimney currently stable but scheduling to return with a different machine and try and hit a higher pressure. They then backfilled holes and cleaned up job site.

  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: 09/12/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the work performed.  However I spoke to Mr. ***** from *** Company and we agreed since the chimney still has a small gap that he will try to set up an appointment this Saturday 9/16/2023 for the crew to try to lift the chimney back to it's original position. I am confident because of work performed that Mr. ***** from *** Company will follow through his promise.   
  
  
  
  Sincerely,
  
  
  
  ***** **********