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

  
• 

  Ohio Basement Authority

  1270 Hill Smith Dr Wyoming, OH 45215-1228

  
• 

  Foundation Systems of Michigan

  5985 Clay Ave SW Grand Rapids, MI 49548-5769

  

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:07/26/2023

  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.

  July of 2021
  
  **** ******** ******* sold me their full basement gutter system to solve my issue of water coming into my basement, they have come out about 10 times now to fix the issue of water coming in my basement now they won't even call me back. I can't get a hold of anybody at the company about my warranty. And there's still water coming in my basement.

  

  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 service crew is getting scheduled to repair and replace some concrete in the corner of the basement.

  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:07/26/2023

  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 purchased a house with foundation issues back in Sept 2022. I called ********* for a quote and they sent out ***** ******** to look at my crawlspace. He sold me **** worth of jacks to jack up the entire front end of my house. There was about a 4" difference from the most level spot to the lowest part. At the time I had a small deep freezer by my front door and he told me they'd start their jacks on the other side of that freezer and that it'd go to the end of that room, which is a kitchen/DR combo. The contract shows the jacks going all the way across that room. When they actually came and installed the jacks, they started the first one right in the middle of my front door. The door wouldn't open more than halfway because of this, because there's a big hump right in the middle of the door. The installer told me that they'd settle over time and to give it 6-8 months and then call them back out to adjust them. He also told me they'd come out and adjust as many times as I needed at no charge. I called them back out around March and the guy they sent told me that he couldn't jack them up any higher bc their first jack starts in the doorway and it holds all the tension, so if he jacks it up anymore then I won't be able to open the door at all. They put it on me to have to get someone to cut off or replace my door. I've waited and asked my family to do that for me, but no one will. I can't afford to hire someone to replace it right now. I was not told before spending the **** that my door would be an issue, I was also not told they'd start them right in the middle of the door. Now 9 months later my floor is still over 3" out of level, my front door only opens halfway, and it's leaking air and letting in bugs due to the huge hump in the middle, making both sides of the door having open space. My A/C has trouble cooling, and who knows how much money is wasted due to it running constantly. I've attempted to contact their company rep and have gotten nowhere

  

  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 warranty work is scheduled for 8/10 to check the supports and what is needed to get more lift / get the door to open and close smoothly.

  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 ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/26/2023

  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.

  We had Innovative come into our home to fix some water issues in our basement. We were originally quoted to have the exterior of our interior basement floor opened to have drain tile installed. They found out our foundation was not capable of that system. We then were quoted for a different system called safe track. We signed a contract with the onsite foreman. We then were harrased by the main office stating the foreman made a mistake and that our price was more then what we had signed for. That system leaked from the "flood test". We called and had the original foreman back to fix the leaking spots that still leaked from the second flood test. We then had to go through the Fargo office to have the production manager come to inspect the install. We were told that it was installed completely wrong and the best crew would come and fix it. They came and it was still leaking after it rained. We called to have it addressed again and just got put on a wait list. All while this was happening we were charged eighteen thousand dollars. We asked that they not return to our home. After having a conversation we were promised a refund after signing off that they are not liable for future leaks. We now call ***** the GM and have not had an answered call since he promised a refund.

  Customer Answer

  Date: 07/28/2023

  My complaint has been settled and ********** ******** ********* has given us a full refund. What is the next step for deleting my complaint. 

• Initial Complaint

  Date:07/25/2023

  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.

  Had an initial meeting with ********** ******* ** ******** (***) on 3/2 /2023, as they were the first crawlspace company to contact me back.
  
  I asked a lot of questions but trusted the people who were supposed to be the experts, which is why I called the companies to start and assumed why they were so expensive.
  
  3/13/23 came and the work was ready to be done, a full encapsulation, although promised drywall, I realized I wasn't quoted for it.
  
  Got the work done fairly quick, had no need to go down there because they're the experts and I trusted what I knew of their reputation, boy was I wrong.
  
  I had 2 companies come out to quote a sump pump because *** wanted to charge ****** which other companies were charging approximately *****. It was when I contacted other companies for this, that they stated I needed to see my crawlspace.
  
  The encapsulation material was ripped in multiple areas, wasn't fully taped/sealed, floor felt like I'd fall through, and had water on top of it, in less than the matter of weeks.
  
  I called again, no answer for a month, contacted a lawyer to speak to them and they immediately answered them. They stated that it was a new project manager and he wasn't familiar with the case.
  
  He came out, agreed it wasn't their best work and that they'd have the office contact me. One month later passed and I heard nothing back. Contacted a lawyer again to propose what I should have gotten done originally, and one month later, still no resolution.
  
  My total came out to be ***** for an encapsulation only. After the fact, other companies quoted *****.
  
  Anyway, I asked to only include what I needed for it be done. However, I was charged for a permit that I didn't need and they can't produce, a service plan that I didn't agree to and shotty work in my crawlspace.
  
  I'm asking for the removal of the service plan, the permit package and a discount on my crawlspace if they have no plans of fixing it.

  

  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 Service Crew is schedule for 8/5 to make the necessary corrections. We have also processed a refund to remove the permit and service fees. 

  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:07/21/2023

  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.

  Contacted *** ********** Repair to do work, encapsulating the subfloor of my sunroom. They came and quoted me work on September 02, 2022. The inspection was performed by, ****** **** yet the contract came from ****** ***** who lists themselves as a certified field inspector in their email. Neither presented their official DC license number and neither appear in the ** ********** ** ********* *** ******** ********** ******** ** ************* ** *** ********** ** ********** database of licensed contractors. Nevertheless I proceeded with the work and left a deposit as shown by the receipts. Indeed, as the work occurred, I questioned the workers as to what they were doing per the contract. The goal was to encapsulate the subfloor yet I could still see sunlight coming through various cracks. In addition they did nothing to fix insulation in the subfloor itself. They also did not grade the floor and just left the dirt as-is. All these items were discussed with the inspector. Basically, none of the work was done to specification. The workers indicated they would come back the next day. They spent barely four hours at my location. They did not come back the next day and no one from *** followed-up except routine and harassing calls for payment. Now they threaten me with legal action yet have failed to follow-up on their work or agree on a time to chat when I am available (calling me during the work day when I am busy).

  

  Business Response

  Date: 07/27/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager has tried to contact the client and left him two voice mails so far, but has not talked to him yet. The project was completed, and we have tried to collect payment since October of last year. He claims that the job was not finished but he has not provided any specific details about what needs to be completed to any of the admin that have spoken to him so far. The few times we have been able to contact the client over the phone, he never had time tell us what was needed, and it seems that he never had time to speak with us on the phone either. 
  The last attempt to collect the remaining balance was on the 21st of July. On that call, he once again, did not disclose what was missing to finalize the project and he refused to pay the remaining balance. 

  
  If you have the time, please feel free to reach back out to our team member that have been trying to contact you.

• Initial Complaint

  Date:07/19/2023

  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.

  I paid for an interior French drain system and after a hard rain recently my basement was flooded again. It appears that the system was not functioning properly. The system does have a lifetime warranty and I called to have it looked at and was advised that it would be two and a half months to have someone come to take a look. If I go online and I want to have a new system installed someone can come out in about a week. It appears that fixing a system that someone has paid for isn’t as important as the company getting more install jobs.

  

  Business Response

  Date: 08/07/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that a Service crew came out and flood tested the area and our system was working properly. It was then pointed out where water was noticed coming and it was not an area that work was performed. After flood testing that area, it was confirmed that was where the water was getting in. We have provided a quote to extend the system and are currently waiting on customer decision if they want to purchase additional work to cover the new area.

  If you plan to move forward with additional work, or have any further concerns, please feel free to reach back out to our team member that you were in contact with.

• Initial Complaint

  Date:07/19/2023

  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.

  Earlier in the year, I started hearing my house crack and pop so loud that sometimes I would scream. So, I called ***** ****** ********** to set up an appointment and was given the date of April 7th. On this date ***** came out and took pictures and told me I had rotten wood and that's why my floors was sagging and foundation cracking. ***** said they would replace the wood and put up 6 braces that could be adjusted over time to eliminate any more sagging and that the leveling of the braces would lift up the sagging and almost bring the cracks closer together and that I would get pictures of what was done in the crawl space. I was given a quote and was told I only had that day to accept the offer and to put down 1/4 deposit and the balance to be paid upon completion of the project. So I agreed and paid ********* deposit but they didn't start the job till June 21th. The workers arrived at 9:30 and finished at 4;45 pm, ****** took some good pictures and said he would send them to me but this Never happed, They finished and at days end No Wood was ever replaced even though I was told that some was rotten and moist. They collected the balance of ********* but also knocked out 1 of my security cameras. After a couple of days I noticed my camera was not working and called and told them and the lady said she would let them know and would down load my pictures and send them to me. This never happened, After several weeks I called and told them Nothing has changed. My house was still popping and cracking and my floors was still sagging and squeaking like before. *****, the Production Manager finally called and said he would be out on Friday, July 14th, He came, looked around took pictures but was in some what of a disagreement with what ***** and told me and said he would have ***** call on Monday and send me some pictures. I'm Fed-Up and Disappointed with this company and the run around I have been given. I would like this settled OR my money back.

  

  Business Response

  Date: 07/27/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that to resolve the issues, a crew is schedule to come out on August 8th to install a Joist Sister, an Intellejack, Some vapor barrier, and a Dehumidifier. 

  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:07/17/2023

  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.

  **** ******** ******* installed a sump pump system in my basement. In the process of doing so they damaged a fiberglass utility tub in the laundry area. I had to call them two times to get them to replace the damaged tub. They replaced the tub yesterday. July 14, 2023. However, they installed a cheap, flimsy plastic tub that is not secured to the wall correctly. One side of the tub is not secured to the wall correctly. In addition, they did not provide support for the faucet. They left the faucet hanging in the air with no support. The tub is not hung correctly so that the water flows completely out of the tub. It leaves puddles in the tub. The tub is not secure. You can actually shake it on one side. It will not support any weight whatsoever. I paid these people ********* for the job, they damaged my property, I had to wait over a month for them to replace it. They finally show up with a cheap plastic tub and don't install it correctly. I want a fiberglass tub like the one they damaged and I want it installed correctly. On top of that the way they installed the tub could possibly void the warranty they charged me extra for.

  

  Business Response

  Date: 07/24/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us that the crew was able to come out and replace a new sink.

  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:07/12/2023

  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.

  **** ******** *******(Groundworks/***) started my residential sill plate replacement on May 1 and finished on May 8 or May 9, 2023. ***/ was paid ********** for the aforementioned sill plate replacement. In the process of the sill plate replacement, damage to the concrete foundation bricks occurred. Namely, 2 blocks cracked & one of these cracked foundation blocks also shifted away from the surrounding concrete blocks. Additionally, damage occurred to the siding, which is less than 6 years old, on the house. Namely, cuts in the siding from the blade used to cut sill plate, ripped siding in the corners & ends, cracked j-channels. Foundation vents were not put securely and properly back in their openings. I first spoke to the salesman about the damage that was occurring to the siding & he advised to let them finish the project & then discuss with the work crew to allow them the chance to fix the damage. Prior to the sill plate replacement completion, I spoke to the field crew supervisor about the siding. The crew supervisor said he would come back with a siding professional to replace the damaged siding. A piece of the siding was taken to match the color. A approximately 2 weeks later the office supervisor over the field crew supervisor contacted me & advised he was looking for a siding contractor to replace the damaged siding. On June 9, **** from *** ** ****** came to inspect the damaged siding and to determine course of action to replace siding, however the siding needed to be special ordered. **** offered another way to replace the siding using a pvc board or a wrapped aluminum board. I agreed to either remedy. To date nothing has been replaced or fixed, as **** claimed *** was not communicating with him about reimbursement for the replacement/repair. I have tried contacting ***, specifically the office supervisor to no avail. I would like the damaged siding & j-trim replaced. I would like the cracked/shifted foundation blocks fixed, replaced or shifted back.

  

  Business Response

  Date: 07/19/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us a new contractor was able to come out and made a list of materials needed to complete the repair. They noted some cinder blocks in the foundation that need repaired first before they cover them with siding.  So our Operations Manager is personally coming out on 7/24 to repair any blocks needed. He is coordinating with the siding contractor so they can get everything installed once he is finished .

  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: 07/20/2023

  
  
  ****** ******** *******
  
  
  
  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:07/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased their waterproofing system as strongly suggested by the sales rep. We bought commercial grade dehumidifier, window well tap, triple pump with battery backup sump pump, nonclogging gutter system, wall covering, settle stop beams, etc.. This salesman stated that this system is the only system that will work for our issue. He was shown the problem on the outside of the home and insisted we buy what he’s selling. I was working out of state and had most of my conversations through phone calls or via texts. My husband was home for the sales pitch. We both trusted this man as he also promised this would have a lifetime guarantee. Barley 2 years later- we are having a flood in our basement because the problem was never fixed externally. My entire basement flooring is ruined and needs replaced and the problem still remains- despite paying *** to have my basement “waterproofed”. This company should repair all this damage without me spending a dime. I called them about this happening (after waiting 20 mins to even speak to someone) and I was told- “The soonest I can send someone out there is sept 18th between 12-2pm. I will also send this to the service manager to call you about getting there sooner.” No call received at this time. Extremely disappointed.

  

  Business Response

  Date: 07/17/2023

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us where the water came into the basement was not an area we have installed any work in the past. We have scheduled a Service Technician for the week of July 20 to provide a quote to resolve new water penetration issue.

  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: 07/28/2023

  After the visit on the 20th, and discussions with the management team It was determined that a crew will return August 15 and add the 12 feet of waterproofing system.

  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: 08/06/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Also included was them either installing a window well that was missed or refunding me if not completed during the August 15th visit to waterproof the 12 foot wall. The person that called was kind and stated intent to resolve this issue for us. 
  
  
  
  Sincerely,
  
  
  
  ******* ****