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:08/14/2023

  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.

  Date of Transactions: 19 January to 24 February
  
  Amount of Money you paid to business: **********
  
  Nature of Dispute: Failed to complete work properly without repairing encapsulated areas, cleaning up afterwards, leveling areas properly and breaking water line to front yard waterspout.
  
  Whether or not the business has tried to resolve the problem: Company has been contacted multiple times after not being able to get hold of ******** ******* ** *** Repair in Huntsville, Alabama. The company failed to contact POC of house ******* ******* ******** (Daughter) when they came out to house for repairs or not coming out to complete repairs. The company finally came out for one repair which didn’t complete the repair process. Then the company was contacted again for issues that weren’t resolved. At one point a guy came out on a motorcycle with no *** uniform or equipment stating he was working with ***, didn’t contact my daughter and nobody was home. He just showed up. He supposedly did some taping of the encapsulated area but doesn’t look like it was done properly. Area hasn’t been cleaned up after repairs was so called completed the first time they said it was completed, encapsulated area still has open holes and was inspected by company that actually did the encapsulation, they also pointed out that the water pipe for the front yard spout was cracked and you can see the bricks wet and the tape that *** used and part of the encapsulation is torn still. For the amount of money that was paid for work done this is absolutely a bad example of workmanship, company policies, ethics and looks like a customer is being taken advantage of. The company isn’t putting an effort to get this resolved and its been 4 months since trying to get this all taken care of.
  
  Requesting Repairs to be conducted and partial refund for the hassle its been to get things done properly and fixed. If needed will ask for a refund and payment to repair the encapsulation properly.

  

  Business Response

  Date: 08/17/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us we installed floor supports at his home and got dirt on the encapsulation and honestly didn't tape really well. The gentlemen on the motorcycle were in fact the foreman on this crew. He went out to the RSA on his personal vehicle as the bike is his only means of transportation and sent his co/ installer to start another project in the area. I have addressed with the foreman the importance of showing up in a company vehicle. We have a team going out Monday 8/21 to completely clean and wrap up this 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: 08/22/2023

  Can you remove the complaint - this has now been resolved.

• Initial Complaint

  Date:08/11/2023

  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.

  I had agreed to purchase a dehumidifier from Groundworks for my basement and to have Groundworks install the dehumidifier when it arrived. I paid a deposit of ******* and had gotten Aug 10th as the installation date. on August 9th, I received a text message from Groundworks stating the team would arrive between 8:30am-9:30am to install. No one showed up. I called at 10:30 to ask when the team would arrive and was told I was scheduled for 2pm. I was transferred to another team and was told I would receive a call back while they figured it out. I received a call back only to state that they could not come out to install and would like to reschedule for the next day. I had already taken time off from work to be at home for the delivery and have wasted an entire day trying to get the delivery and installation sorted out and have given up. I've spoken to several different departments, only to be bounced back to different departments and no one is willing to help. The salesman who sold me the unit, his name is **** ******* told me that management intends to keep the **** deposit even if I cancel. I asked to be called, and still have not received a call back and the company is not making a genuine effort to resolve this issue, and stating they will keep the deposit for a service and product that they have not provided is completely dishonest.

  

  Business Response

  Date: 08/11/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that they have contacted the customer and we are refunding 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: 08/11/2023

  
  
  ****** ******** *******
  
  
  
  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:08/09/2023

  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.

  Contract was signed on 3/4/23 with ******* ************* ********** for basement waterproofing and wall support system. Installation occurred Mar 13-15, 2023. First service call was 3 days after installation, second service call was May 2023, both for alarm and pump stuck on. May service team took pictures of the water in basement as well as the standing water in neighbors yard and our yard from discharge. July 5 supervisor ****** inspected and said ******* will call to schedule fix for basement by installing additional gutter system for water coming through floor and will fix yard (top soil/seed/hay) for current buried discharge line. Also called us with additional price of ****** to extend discharge line 60 ft to street in order to solve ruined neighbors yard and our front yard. We are concerned that supervisor now asserts that he had strongly recommended original installation to the street to avoid ruining the yards. If that was true, then why was the additional line not measured and costed when the supervisor was on site day of installation? The supervisor was called in first day of installation as we tried to convince team to utilize the current available buried 2" line to the street I had previously installed for sump pump discharge and not charge us to bury a new shorter one.
  July 31 called Service for water coming out of dehumidifier.
  Fixing basement, yard, installing additional line were scheduled for Aug 4. Took off work and ******* did not show. ******* needed to reschedule for basement as they were not done on their previous job, but they did not let us know until 9am Aug 4. Ditch digger stated the site was too wet and needed to reschedule, however we were not told until we called the supervisor at 3:30pm. Were told ****** would call Aug 4 to reschedule. Have not heard back.
  Basement water issues needs fixed for upcoming home inspection. Neighbor's (and our) yard needs resolved as cannot be mowed due to mowers getting stuck in mud.

  

  Business Response

  Date: 08/17/2023

  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 scheduled for 8/29. Plans to extend the side discharge down to the culvert pipe by the road, and to fix some cracks in the basement floor.

  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:08/08/2023

  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.

  Around mid-January 2023, an employee from ********* worked on an ongoing crawl drain project. The work looks second-rate, and continues to pool every time there is a storm. I requested an audit of my project numerous times but have been unable to get anyone to follow up with me. No one can explain exactly what I’ve paid for, what equipment is installed, or confirm they have reviewed invoices for duplicate charges.
  
  I am tired of being ignored and strung along. No one in management has taken any ownership of my project or requests. They have failed to keep ‘their promise’ as posted on their website. I paid all my invoices ***********) promptly and in full out of good faith. My hope was that we would eventually do a project review and I would be refunded for any duplicate or unethical charges. Instead, I have been disregarded, communication and follow up has been deplorable, work has been subpar and incomplete. I am turning to the *** to help me get a resolution with this company since they refuse to work with me or take ownership of their poor communication and job performance.
  
  I am attaching a document that explains the entire project in detail, includes agreements and paid invoices.

  

  Business Response

  Date: 08/15/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us plumbing running from the roof to the crawlspace and it is dumping water on top of encapsulation. Customer is getting a plumber to fix that. We are going to fix a small area around the outside of the door where water is coming in under the crawlspace door.

  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:08/08/2023

  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 home in April 2021 to discuss a humidity issue. "Serious" issues were noted in my crawlspace & at risk for my supporting beams to be damaged, lucky no mold. A plan was provided to encapsulate crawlspace, which included removal of all rocks, grating, whole house dehumidifier to eliminate upstairs humidity. I was offered financing to help this "urgent" issue. this turned out to be a shady financing company and has created a whole other set of problems.
  Initial work: The workers did 1/2 the job, trashed my yard, causing me to clean up 100's of rocks & then had to completely redo an area of my yard because they tore it up. Trash left in my yard, which was accessible to dogs and my young children. I jammed my leg stepping on a rock that was supposed to have been removed, but was only covered in their plastic and not visible. I immediately called the company b/c it was not what i was told was going to happen. They eventually send the supervisor out, who stated it was not done correctly & agreed to send another crew out.
  Attempt #2: Crew tore out what was there, replaced it. Not done correctly, rocks still not removed, tore insulation paper off of my "ceiling" and put it in the windows instead of using foam. Left more trash in my yard, did not clean up as was promised. This time i told ********** ******** to come and remove their stuff and get out of my life. It took multiple calls again, but they finally came out and asked me to give them another chance to get it right. I reluctantly agreed.
  Attempt #3: Best work, however left nails/trash in my yard/under deck where my dogs/children could have been hurt. With it being done "correctly" I was able to realize it did nothing for the humidity in my house. So I started calling them again. MONTHS later, they came and promised, yet again, they would fix it. No resolution, and only contact is via text. This is where it remains. Unresolved.

  

  Business Response

  Date: 08/28/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that the service manager will be coming out on September 1st to install the ducting on the dehumidifier. 

  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: 09/07/2023

  This is the first notice I have received, was not aware that you had requested an update. The situation has not been resolved. The company did reach out to me, however, it is an ongoing situation that has yet to come to a resolution. I have not heard from the company now for over a week. 
  

  Please do not close this complaint or I will just re-open another one if needed. Please advise.

• Initial Complaint

  Date:08/07/2023

  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.

  *** ********** repair has not completed the job, so they should not be paid until the job is completed they started the job on July 25, 2023. First problem their foreman ***** said that they could not hook the washing machine up to the new sump pump and that my sales person **** ******* was to call me but no notification the plumber **** to reroute the washing machine and the electrician hasn’t done his part it’s going on two weeks

  

  Business Response

  Date: 08/25/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that a check has been sent to the plumber for their work, and an electrician has come out and installed a new outlet. 

  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:08/07/2023

  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.

  Entered into Contract on 7/17/2023. I made a down payment of ********** **** ******** ******* was going to seal my basement on the inside. I did some more research on the company and realized that this was not what I really wanted. I notified **** ******** ******* a day prior to their starting work and cancelled the job. I was told that I only had 3 days from date of inception to cancel and I would not get my deposit back. This was told to me via phone call from a regional supervisor. The office I went thru is located on **** ******* ***** ********** **** ****** I just want my deposit back.

  

  Business Response

  Date: 08/08/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to Management. They informed us of the following timeline:
  

  The Project was sold on July 17th. 
  
  We called and confirmed dates in August with customer on July 27th and he agreed again.
  
  The day before the install Customer cancelled and asked for deposit back. The Inspector and the Sales Manager have called and left messages about 4 or 5 times and customer has not returned our calls. 
  
  This is outside the 3-day rescission period as stated on the signed contract. 

   

  If you would like to discuss more or have any further concerns, please feel free to reach back out to our team members that have been trying to contact you.

  

  Business Response

  Date: 08/09/2023

  Customer has reached back out to management and after some discussions, it was decided that we will refund the whole deposit.

  Customer Answer

  Date: 08/09/2023

  
  
  ****** ******** *******
  
  
  
  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:08/07/2023

  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.

  Had them come out to level a sidewalk and driveway. After they were done I had them return since basically all I got on the driveway was a shabby repair on one side and a bunch of seam sealer. Second time they attempted to raise again and now water settles on my driveway that normally would run off. Several attempts to contact main office have gone unanswered.

  

  Business Response

  Date: 08/24/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that the Foreman was onsite and installed additional Polyinjection. After the next rain storm, we will check back in to see if the water is still pooling up or successfully draining away.

  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:08/07/2023

  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.

  June 24,2023.*** sent *** ******* to give us the price of money it will cost to fix a small crack in our back yard concrete********* was the total price. ******* was required and paid by Check ******* and balance due upon Completion.(********) JULY 21,2023, *** contractors arrived before 9;am (2 young men Very Polite) and Stated WE CANNOT REPAIR YOUR PATIO because your Fence is Seated on the CONCRETE!!!!!! *** *******D knew it, but accepted my money any way and my check was cash within 3 days.Now i am being ignored. No return Phone Call. *** OWE ME MY MONEY and they have refuse to be an Honest COMPANY!!!!!! Thank GOD i wrote *** a check,i never received an Email Receipt.

  

  Business Response

  Date: 08/09/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that there has been a refund for **** that has been processed on 8/4.

  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: 08/16/2023

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

• Initial Complaint

  Date:08/07/2023

  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.

  Hired *** for waterproofing job in July and job ended on 3 Aug. After doing a review and walkthrough with foreman, project install did not come out as advertised. Advertised by salesperson was flush-mount drainage system that snugged up against the outer basement wall and be able to build walls and finish basement on top of the system. Received was install where it comes off the wall up to 3" in over 60% of the project. Told by the install crew that I could not build on top because the concrete would crack and the warranty would void. After which associate from *** called and told me I could build on top of it, but I informed him that I watched the install and there was only 1/2", at best, in some locations. Parts skipped the drain completely and concreted right over the waterproofing on walls. Had the Foreman shoot a laser down the wall for deflection, which cam out to be 0 degrees; perfectly straight line, should have lined up smoothly; included in pictures. After mentioning the separation to the Foreman, he seemed agitated and I had already had his team rip out a section reposition it. I am not one to complain, but why would I ask you to completely start over when you are mad at the situation? I do not want hostilities, I just want what was advertised. I signed his install papers so they could leave, but the more I looked at it and inspected it later that night and the next day, it doesn't feel right and looks bad. I couldn't sleep. The sad part is there are gaps in most of my foundation now between the floor and walls. I cannot finish my basement now or place my stairs and walls back in because they will not fit. I am worried about improper drainage and shifting of my foundation, along with animal infestation because of the gaps. The concrete is already separating; forming cracks as it dries; pictures attached. I do not have buyers remorse, I expected more for a **** price point. I am let down with the install and not happy with this company to say the least.

  

  Business Response

  Date: 08/17/2023

  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 re-installed a small section of basement gutter in order to eliminate an excessive gap behind the flange.

  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: 08/17/2023

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