Complaints
This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 681 total complaints in the last 3 years.
- 205 complaints closed in the last 12 months.
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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:08/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Tarheel Basements System’s inspector, ******* *****, came to my home on June 27, 2023 to inspect my crawl space. He told me that he discovered black mold on the walls and ground of my crawl space. He told me that the black mold needed to be removed and the crawl space needed encapsulation and a dehumidifier installed to prevent more black mold. Today the installer, ****** ****** came out and installed the dehumidifier and encapsulation. When he was done, I asked him how he removed the black mold and he told me there wasn’t any or any signs there had been black mold. I was charged ********* for this project based on the false inspection. I never would’ve agreed to this project if not for the false report of the inspector, ******* *****. I want a full refund. Additionally, the installer, ****** ***** was not given the proper instructions, so he didn’t have the ladder and tarp needed for this project. I had to supply a ladder and my floors were covered in mud.
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 a crew came out and cleaned up the mold, and we have addressed the teams on better notes between everyone about what is needed at each location.
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: 09/14/2023
We received the signed release on 9/12, and the refund has been processed.Customer Answer
Date: 09/15/2023
Complaint: ********
I am rejecting this response because:I have not received the refund.
Sincerely,
Sanford CepposInitial Complaint
Date:08/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have a ********* dispute with *** involving billing for a partial job done at our home and their failure to honor their Price Assurance Guarantee (as *** customer *******).
1. On 6/22/23, we signed a contract to solve 3 foundation issues for a total of *********** *** does not itemize their process.
2. We had a 2nd company propose to solve the problems for ********** and they DID itemize:
Sump Pumps = 560
2 Wall Anchors = 2660
8 Push Piers = *********
*** matched the prices (we added back one wall anchor and utility warranty for a new contract of **********.
3. *** completed 2 jobs and could not do the push piers.
4. *** sent a revised bill on 7/27/23 subtracting ********** from the wrong total. When informed of this, they sent another revised bill for **********, changing the value of the push piers by over ******* Both bills asked us to pay a total of over *******
Our belief, is that the Price Assurance Guarantee should stand, not just for the total, but for the 3 individual jobs.
We are happy to pay the adjusted ****** that the other company proposed. We are happy to add ***** for the 3rd wall anchor AND the **** for utility insurance that we added to the Price Assurance Guarantee. (total ******), but to be billed ********** for those 2 completed jobs seems unethical at best. It also is unrealistic that *** not only would charge more than double the price for the 2 smaller jobs while charging over ****** LESS for the larger job? -
5. I have outlined this reasoning to *** via email on Wednesday, August 2, 2023 and have not heard back yet. - If they respond reasonably before you take action, I will contact you immediately.Customer Answer
Date: 08/04/2023
Thank you! *** contacted me at 1:24 pm, Friday, August 4, 2023. I don't know if you had already sent out the complaint, but *** very politely and professionally addressed the problem and has promised to correct the billing issues.
If you have not sent the complaint out, I'm asking that you stop action on this complaint. You either already accomplished the goal OR *** acted on their own!
Thank you again. I am so appreciative that your service is available!
Initial Complaint
Date:08/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
As full disclosure, I am the homeowner's partner. We hired FSM and signed a contract for water sealing our basement 03/18/2023 for a total of ********** We paid an additional fee due to fine print saying homeowner must remove their own drywall, which is an unreasonable expectation in general and for an already expensive project. We were promised water sealing, a triple sump pump system, buried sump discharge line, and basement gutter. Workspace is expected to be reasonably cleaned upon completion.
Workers instead were unprofessional, showed up at inconsistent times, and dismissive when any question was posed. Work was given a rough approval from the city and when we asked for a new inspection upon completion, we were told it wasn't necessary. The city inspector told us directly the work was shoddy. We asked why the sump pump had been running for three weeks straight and we were told the noise wasn't from our sump (this is blatantly a lie). Workers didn't attempt cleanup and left a complete mess: there are dirty shoe prints everywhere, trash and materials were left behind, everything is covered in a layer of dust, and there is rubble all over to the point where you cannot walk without shoes on. Workers opened all our basement windows without warning or permission and did not close them, causing moisture to accumulate on the ceiling by the window.
We tried to contact the company and have been unable to get in contact successfully. We have left a message and have not received a callback. Would love to be compensated for the inconvenience, the emotional abuse by phone staff and workers when dismissive, the time it will take to clean up their mess, and the potential water damage caused by the window being open for three-plus weeks without any notice to us.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 after talking with the homeowner, she can only do 9/15 at the soonest. A crew is scheduled with the supervisor to go back out.
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: 08/21/2023
Complaint: ********
I am the homeowner's partner. We talked to Alex Hood via email on 08/10 and he said he had a crew coming to the house the following day. The homeowner informed him 08/11 did not work, as she works from home and she wanted to be present and available when the crew was out since she was at work when they were out the first time and it clearly led to poor oversight and mismanagement. Alex told her to call the scheduling department, who scheduled us for 09/15.We emailed Alex again 08/15 informing him that waiting another month to resume work and address the company's mistakes was unacceptable. We provided him with our availability for the remainder of August. We also informed him that to remediate the humidify issue (constant humidity levels in the 60s and 70s, which we have been recording and documenting), we will be having someone out to give us a quote for a dehumidifier system. We wanted to discuss this further with Alex, as we had previously mentioned this needing to be addressed and fixed with the superintendent Jason. We have been living with concerning humidity levels during the duration of this project and still, after the project supposedly was completed; it is not good for the house nor is it healthy for the humans and animals residing in the house. We would still like to discuss this issue further and discuss solutions.
Alex has not responded to our email, which was sent six days ago. While we have yet to hear back, we did have the HVAC contractor who installed our furnace come out 08/18 to give us an estimate for a dehumidifier system in the basement. Even with the *** complaint being filed, FSM has continued to be unresponsive and unconcerned about the issues we are now living with.
Sincerely,
**** *******Business Response
Date: 09/06/2023
Hello,
We were notified by management that one of our crew members, his Gutter Super and a crew went out to complete the items from the original review and perform another walk through with the you to ensure you were satisfied with the final result. We will be processing a refund from a change order that was processed for dywall/stud removal prep that was not completed and we covered an air system for you at no charge. If you have any other concerns, please feel free to reach out.
Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
******** ******** ******* (aka Groundworks, LLC) completed a Basement Waterproofing and Crawl Space Insulation in the fall of 2021 that included a drainage pipe and a sump pump installation, for which I paid for a 5 year service/inspection plan. In October 2022, a technician came out to inspect the sump pump, and said it was working appropriately.
Early this summer (2023) after heavy rains, I noticed sediment collecting in my basement. I called ******** ******** ******** and was told that they were understandably busy with the summer storms, and that a technician would get back to me asap. I was understanding about it, and went on vacation, I never received a call. On July 14th, a day after we returned from vacation, my husband was run over by a car and has been in a hospital since then. Obviously, my basement has not been on my mind, as I am solely responsible for caring for our children, and spending time at the hospital. Tonight, after heavy rains, I found my basement, not just with washed in sediment, but flooding again. What is the point of paying **** for Repairs when it is happening again, and no one reaches out you?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 customer has been scheduled for September 12th at 11am to install inspection ports.
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:07/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sump pump and waterproofing system failed. Water damage to matter bedroom, flooring is destroyed. Warranty paperwork indicates complete coverage. Company refuses to return contact to schedule warranty covered repairs.Business Response
Date: 08/11/2023
Thank you for bringing this to our attention. We apologize for the issues and forwarded them to management. They informed us that our basement perimeter drain was clogged/overwhelmed during a hard three day rain, causing it to flood on the new tongue and groove flooring. Due to this, we agreed to a refund of ***** to help cover the new flooring, alongside installing a secondary pump.
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:07/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sump pump system was installed approximately 2 years ago.
The sump pump system was not tested during the installation and was completely sealed due to it being a radon system.
The sump kicked on for the first time this spring (2023) and the pipes internal to the house were leaking.
Groundworks was contacted and they sent out 2 technicians. The technicians noted that the original installation was not good and multiple PVC joints were not glued at all which caused the leaks.
Additionally it was installed such that it was very difficult for the technicians to dismantled due to the pipe touching the hot water line.
During dismantling of the existing system the hot water line was hit causing a small leak at the T-Fitting in the copper hot water line.
This damage was noted by the Technician, ****, who mentioned to contact groundworks to get reimbursed for repair costs.
As the water was leaking behind a wall and I had not heard back from Groundworks I had to get a plumber in ASAP and had it fixed for ****. I submitted this receipt to Groundworks around July 4th and have yet to hear back from them.
In addition to this damage, the technician also damaged the drywall with the saw they were using. I was planning on looking past that damage as it is easy for me to repair but due to the lack of response from groundworks I would like to mention that as well.
I am just looking to get reimbursed for the **** in damage caused by the service technician.
Images include the receipt and the photo of the T that was damaged by the adjacent pipe. Included are the original receipts for the downpayment + amountdue at the end. For a nearly ***** sump pump system I would expect the company to stand by their product and fix the damage caused by their service technicians.
The service tech came on Wednesday May 17th 2023 and had to come back on Wed June 28th 2023 to complete the installation.Business Response
Date: 08/01/2023
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that a refund has been processed and will get to you shortly.
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: 08/01/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 20396605, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:07/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They came out Oct of 2022 to place footers around our porch as well as polyfill the inside. Once spring came around I noticed a huge gap. After a month of trying to get photos from their completed work and get some out they told me it was cosmetic. He took measurements and called me a few days later. Said there was an issue with the polyfill and they would fix it and refund ****** I tried to get the results sent to me but they ended up coming out to repair cracks in the foundation. I had not cashed the refund check at that time until I knew what was going on. More time went by no response. Cashed check called someone to come out for estimate which was *** In the meantime the cracks are getting bigger but the foundation is not supposed to be moving. We spent *** on this job and the whole porch needs replaced now because of their workBusiness 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 that after a meeting on 8/2, it was discussed that the Polyinjection was not completed as justification for refunding **** of that project, and that the refund has been processed. They were also able to confirm that the foundation has not moved since the piering was completed. We understand the porch cap has some damage, and if you have plans to replace it, please forward the estimates to see if we can assist with the expense.
If you plan to replace the porch cap or have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Customer Answer
Date: 08/09/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID ********, and find that the part of the puzzle that was missing was that the Polyinjection was not fully done. I had thought it was refunded due to part of the porch cap lifting and it did not take properly. Knowing now it was still shifting due to it not being fully completed explains a lot. I wish it had been different but understand more of what took place.
Sincerely,
******* *****Initial Complaint
Date:07/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
THIS ISSUE TAKES PLACE AT GRANDAUGHTERS HOUSE. I AM ON LOAN NOTE. AFTER MANY DELAYS CREW SHOWED UP. CONTRACT WAS TO CUT TWO SPACES AND INSTALL SUPPORTS. AFTER A WHILE CUT SPACE IN DINING ROOM INSTEAD OF LIVING ROOM. THEN CUT HOLE IN HALL WAY INSTEAD OF CLOSET. THEN CLOSED UP HOLES AND LEFT WITH PROMISE OF RETURNNING NEXT DAY. AFTER WAITING TILL NOON AND MANY PHONE CALLS FOUND OUT THEY WENT ON ANOTHER CALL. NEXT DAY THEY CAME AND CONTINUED CUTTING HOLES IN KITCHEN FLOOR. CUT THREE LARGE HOLES IN FLOOR. NOW THE FLOOR ID NOT FASTEN DOWN AND SQUISHY. HAVE CALLED SALES REP TWICE AND WILL NOT ANSWER OR RETURN CALLS. ALSO MADE GRANDAUGHTER MISS UNCLES FUNERALBusiness 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 a crew was able to come out on 8/8 where they tightened jacks they also put a few more screws in the subfloor.
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: 08/17/2023
Our General Manager has attempted multiple times to reach the maker of this complaint. He has been unresponsive since he updated his *** complaint. The customer, his granddaughter, is pleased with the repair work we completed.Customer Answer
Date: 08/27/2023
THE COMPANY SENT CREW OUT BRACED FOOR AREAS BUT AGAIN IS FACT LEFT FLOOR WITH 3 DIFFERENT SPOTS THAT WAS CUT OUT. SHE WILL HAVE TO PUT DOWN WHOLE NEW FLOOR. ALSO DID NOT GIVE HER CREDIT SHE WAS PROMISED FOR NOT PUTTING IN AREAS AGREED ON. WILL NEVER RECOMMEND THEM. THANK YOU FOR YOUR TIME.Initial Complaint
Date:07/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: 07/24/23 - 07/25/23
Paid: ***** (financed)
Nature of problem: workers removed and unhooked washer, dryer, utility sink, etc to complete job. However, they haven’t returned to my house to move said items back. I have severe clubbed feet, so moving these items constitute a direct threat to my health. They also left heavy items such as tables, wood paneling, and other large debris in my yard.
Resolution sought: finish the job by putting items listed above back in their original place in basement. I will sort out the debris outside.Business Response
Date: 08/04/2023
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that the project was not yet finished and the Utility Foreman still needed to install a new electrical outlet for the washer and Dryer. It was a miscommunication from the Inspector about the process.
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:07/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had this company come out to install sinks and drains in my new house around December/January of last/this year. They charged around ***** for the "installation" of 6 sinks and their respective faucets. I had three or four "plumbers" come out to the house to try and figure out how to install a p-trap. Then once they say they're done, I find out every single sink is only being held in place by the drain. None of my facuets are tight, the one in my guest bath is so loose you can literally turn it. I called them to compain multiple times after this work was done with no response. Eventually I gave up.
Fast forward to today and I find a huge leak underneath my cabinet where they did not install the drain properly and just shoved putty around it to "seal" it. The entire underside of my cabinet is ruined and I call for a tech, only to have no one reach out. I honestly have no clue what to do at this point other than come here to complain.
These people commited to work they did not do, lied about doing, and did improperly with poor quality material while charging *****. I've had no response from these people and I truly hope someone sees this.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 a technician has attempted to get out to the property 2 times now. Both times did not happen due to scheduling issues between customer and A-1. Customer is now out of town and is to contact us when back to set up a new time and date to come resolve the issues.
When you return to town, please feel free to reach back out to our team member that you were in contact with So they may work on the sinks issues..
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