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

  
• 

  AquaGuard Foundation Solutions

  875 Pickens Industrial Dr Marietta, GA 30062-3100

  
• 

  Ohio Basement Authority

  2421 McGaw Rd Obetz, OH 43207-4513

  
• 

  Foundation Systems of Michigan, Inc.

  32985 Schoolcraft Rd Livonia, MI 48150-1610

  

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:10/02/2024

  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.

  July 7, 2020, Our HOA contracted JES, represented by ***** *****, to repair a sinking foundation. The engineer recommended 10 push piers (6 outside, 4 inside). However, JES encountered difficulties drilling through thick concrete and rock, leading them to advise just 6 outside piers
  
  By January 16, 2024, we observed cracks and exposed push piers above ground, deviating from the original diagrams. May 2024, we reported significant soil erosion around the piers and additional cracks in the building. JES's ****** ***** summarized his findings in an email, noting small sinkholes and a potential void under the slab, recommending additional polyfoam injections. JES only returned to fill the sinkholes with dirt, no gravel.
  
  Follow-up visit July 18 and 20, JES representatives claimed the piers were functioning properly and attributed the issues to rainwater drainage from the parking lot. On August 6, 2024, ***** ***** from JES reiterated that the piers were stable, but foundation issues due to a thin, non-structural concrete slab (2 inches thick), inadequate for supporting the structure. Counter to JES's original reason for not installing the 4 additional piers. While the front foundation was stable, significant sinking in Unit 2 was noted, with potential contributions from water erosion and burrowing animals. ***** said cracks were a result from the house "breathing" and not of the foundation.
  
  The HOA consulted three foundation companies ** ***********, *** *** ****, and ** **********. All confirmed the visible damage was due to foundation sinking, criticizing JES for not adequately anchoring their piers and for omitting the originally planned interior piers. Advised against using foam
  
  Foundation issues in the rear extension, stem from inadequate repairs and changes by JES. The foundation's integrity remains compromised, necessitating urgent further action. The HOA has contracted ** ********** as there is no trust with JES and seek financial compensation for new repairs.

  

  Business Response

  Date: 10/04/2024

  JES has been responsive to Mr. ****** outreach, communications, and concerns.  JES completed the work under the negotiated and executed Contract dated December 11, 2019 in a workmanlike manner without problems, delay, or issues.
  
  Mr. ****** complaint is based upon expectations and concerns that are outside the scope of the Contract.
  
  Accordingly, the *** complaint is without merit and should be closed.
  

  

  Business Response

  Date: 10/08/2024

  JES has been responsive to customer's outreach, communications, and concerns.  JES completed the work under the negotiated and executed Contract dated December 11, 2019 in a workmanlike manner without problems, delay, or issues.
  
  Mr. ****** complaint is based upon expectations and concerns that are outside the scope of the Contract.
  
  Accordingly, the *** complaint is without merit and should be closed.

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Seeing how Groundworks/JES copied and pasted their first response for this last response, JES clearly did not read my complaint nor examined the files I provided as evidence.JES were tasked with stabilizing our foundation and preventing the foundation from sinking. well within the scope of the project.

  I provided evidence that JES did not follow the specifications from their own engineer's recommendations to solve our foundation in 2019. 

  I gave evidence JES's reps gave us contradictory information regarding our flooring which lead them to not install enough piers to prevent our foundation sinking. That the piers were installed incorrectly above ground as opposed to below ground like their supposed to be in their own documents I provided. I also provide evidence that they installed a pier that cracked our foundation and is compressing a wall.

  I gave evidence of JES telling us damage to our structure was due to temperature changes and the structure "breathing". While we had three other foundation companies visited and informed us the damage was due to the foundation sinking and JES's poor workmanship

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:10/02/2024

  Type:Order 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.

  After paying deposit of ********* making loan for additional ******** and signing papers, I was told about additional work that I had to have done before they could do my project. Extra cost around ******* I was not given a copy of anything that I signed. I asked salesman for 2 days to get me a copy. On day 3 I received copy of contract which stated, " You may CANCEL this transaction, without any penalty or obligation, within THREE BUSINESS DAYS from the above date."
  "To cancel this transaction, mail or deliver a signed and dated copy of this cancellation notice or any other written notice, or send a
  telegram, to:
  *** ****** *** ** **** ******** ***** ********* ** *****" I was able to send a certified letter on day 3 to the address listed. I got notice that from ****, "No Access to Delivery Location". My check I wrote has been cashed. I have reached out for legal advice.
  Paper also states, "If you cancel during the cancellation period, Contractor may keep all or part of your cash down payment, but in no event may Contractor
  retain an amount in excess of **** percent (*** of the contract amount or the amount of the cash down payment whichever is the lesser. If
  after three business days the transaction has not been canceled, then the deposit will be non-refundable."
  Very shady dealings so far. I need my money back. I need this resolved. I told salesman on day 3 that I needed this canceled. I havent heard back from him. I have contacted loan company to cancel and contacted bank for stop payment on any further withdraws.

  

  Business Response

  Date: 10/03/2024

  Thank you for bringing this to our attention. We apologize for the confusion and have forwarded them to management. The General Manager informed us has contacted the customer and ensured her that we are processing the cancelation at this time and issuing a full refund of 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: 10/09/2024

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

• Initial Complaint

  Date:10/01/2024

  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.

  The foundation on my house was repaired by this company close to 3 years ago and since then the house started settling on the same area where the repairs were done. I’ve been trying to contact this company for more than a month now to inspect the foundation settling and do the necessary repairs but I have not received a call back.

  

  Business Response

  Date: 10/09/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the Field Superintendent is doing a site visit on 10/10 for elevation checks and determine possible next steps as we only piered half the house back in 2021. 

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

  
  

  Customer Answer

  Date: 10/10/2024

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

• Initial Complaint

  Date:10/01/2024

  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.

  I started the process with Tarheel in JAN 23 for basement remediation. The process started great, than has been a nightmare ever since. Upon inspection, the company identifies the issues with the foundation and we contracted the full encapsulation with dehumidifier. The company promised to fix the area and some foundational wood that was identified in the inspection. We agreed to the terms and proceeded with the work in APR 23. The work, we thought, was completed and we looked to put the house on the market to sell. Months later we realized they had never completed the work when the realtor asked for the engineer report, which was never completed. When looking in the contract, other key elements of the project were never installed. The company also cut all the drainage tubes from the house during installation and never repaired the location. On top of that, they filled dirt against the house out of housing code. We eventually was able to have them come back, but they gave us another invoice to complete the work for another ***. We informed them they identified this and it was what their company informed us would be part of the project scope. They have fought this ever since. We are now over a year and a half and the company still has not completed the engineering report. We lost out on selling the house because realtors wouldn’t show the location without a closed out engineering report saying the foundation was complete. We had the house I rented for 8 months due to the company, paying out of pocket because they couldn’t complete work. We still don’t have an engineer report a Year-and-a-half later. They never respond and I believe are now intentionally ignoring the situation. We have paid for the work and have only asked for them to complete the job, of which is not done. Absolutely terrible experience with incomplete work and we have to be the ones informing them to complete the contracted work.

  

  Business Response

  Date: 10/08/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they have scheduled the engineer to inspect the work. If passed, Tar Heel will give the report to the customer, if we do not pass we will immediately schedule a crew to rectify the issues. The wait time for an inspection is weeks and currently the onsite engineer will not renew with us until we have a meeting with them. Meeting is scheduled and this project with be part of the discussion.

  The customer is currently satisfied with the plan we have put in place. Step one was to get the engineer out to the property to inspect. When that is completed, we will move forward with the customer until he is satisfied with the resolution.

  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:09/30/2024

  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.

  JES putting a system in my house that they guarantee would prevent my house from flooding due to any excessive rain. Due to several heavy rain days during the week of August 9th, 2024. My house flooded and the systems did not do what was guaranteed to me. On August 9, 2024 I reached out the J.E.S and they sent out Joel **** (service technician)to examine the flooding. After his examination Mr. **** explained that JES should have installed the larger system when they did the initial work. Mr. **** stated that JES would cover the cost of a larger pump system. I asked J.E.S what about the guarantee that they promise once you get their service you will never have to worry once again. My house flooded and damaged was done to multiple rooms and furniture. I just finished remodeling and moved back in June 2024. My house had flooded in August of 2023 I patiently wait until December 26, 2023 for JES to put the systems in. Only for my house to flood again on August 9, 2024. I have reached out and spoken to multiple people at JES and they would schedule appointments to come see the damage and see what can be done to only receive no call or no show from JES. This has been going on for over a month almost two.

  

  Business Response

  Date: 10/07/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) informed us he has an action plan for a crew to come out and repair the ******** ****** ******* GM has a meeting with the homeowner on 10/8 to go over the plan for their approval before moving forward.  

  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:09/30/2024

  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.

  I had my basement waterproofed in June 2024. While reinstalling carpet in one of the affected rooms afterward, it was found that the concrete was cracked. Aquaguard is saying the nails from the carpet track broke the concrete. They are willing to repair the concrete free, but not willing to pay for the wall to be demolished or repaired after they are done. It was not communicated to us that we could not nail the carpet track into the concrete. There was carpet in the room when the salesman, ******* *********, came out on 6/3/24 to look at the job and he did not mention we would need to use liquid nails when reinstalling the carpet. There are not enough characters, but there were three items not mentioned by ******* ********* when he came out on 6/3/24 for the initial sales call that have negatively affected this job. ******* had no problem making a sale and throwing out that he partly owns the company. If that is true, he should have told us those things unless he just wanted the warranty to be voided so they wouldn't have to pay anything. Also, nails can be used in concrete. This is low grade concrete to have cracked. I want Aquaguard to pay to have the wall demolished, I want them to fix the concrete free, and I want them to pay to have the wall repaired and painted afterward.
  
  Thank you,
  ********* *****

  

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a Service Tech will be out on Oct 7th to demo the small section of wall.  He will also demo the short section of concrete and repair it.  Then, we will have a crew repair and finish the dry wall per the customers request.

  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: 10/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a Service Tech will be out on Oct 7th to demo the small section of wall.  He will also demo the short section of concrete and repair it.  Then, we will have a crew repair and finish the dry wall per the customers request.

  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:09/30/2024

  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.

  Work was completed by Basement Authority of WV around 1 year ago but unsatisfactory. We call to set up an appointment for adjustments to the job which someone did come to our home on 9/4/24. No further action was completed until I called several times then speaking to a manager Courtney. The appointment was set for 9/27/24 with no one showing up or calling to say they would not there.

  

  Business Response

  Date: 10/07/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the Field Supervisor has a site visit scheduled with the homeowner on 10/11 to get the right solution planned.

  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:09/29/2024

  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.

  See uploaded correspondence for details. The musky/damp order persists in my basement, and the equipment is not meeting expectations described to be by the Technician who installed in (9/5/2023).
  
  My expressed desire is for BQ Basement to schedule a visit to home and retrieve the Dehumidifier- Model # 21617 ASAP. And, return the full amount of money for the equipment, and warranty that was financed thru ******** Program back to them to void the contract.

  

  Business Response

  Date: 09/30/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he is scheduling her air system to be picked up and refunding the amount.  

  If you have any further concerns, please feel free to reach back out to our team member that you were in

  

  Business Response

  Date: 09/30/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he is scheduling her air system to be picked up and refunding the amount.  

  If you have any further concerns, please feel free to reach back out to our team member that you were in

• Initial Complaint

  Date:09/26/2024

  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.

  I recently purchased a home and was advised by our inspection that the foundation needed new shims under the home. The work was estimated to be between ********** based on the structural engineers expertise. We called AFS to come provide an estimate. ***** (new to his job) came out and advised we needed close to ******* in work done and additional work would be needed in the future but was not crucial at that time (he didn’t want us to spend more than we needed!) ***** advised this was due to mold under the home. At this time, my son was experience health problems and being seen by a doctor. I believe mold was the issue. ***** got us on the schedule for this work and the crew came out and completed the job. The foreman was not on site for the completion of the work and they came in and he advised the issue was not fixed and would speak to his foreman. He left. No call. No nothing. Our home had 2 cracked walls, doors wouldn’t shut, and my front bedroom was literally sinking. After battles with management, additional work was done and was discounted a few **** dollars. Study advised they would return to check the work. At the time it appeared they did the work and was paid the additional amount. Now we have called and emailed to get on the schedule because my doors still don’t shut and another cracked in my wall. The door that was installed is busted and the lock is falling to pieces. Messy work. No call back, no answer on our efforts to this issue fixed. I do not have the money to spend to correct this issue that has now ruined this home. I hope you can please find it in your heart to please help us with our new home. We spent our entire retirement to purchase this home for my five kids to grow up in, and you have ruined this due to the lack of efforts and hard work of your management. I am sure your response will be like the others and appear as if something was done correctly. It was not, please help us fix our home.

  

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed has called/texted/and emailed the customer daily with no response back. It is possible they were affected by the recent hurricane weather in the region.  GM is continuing to attempt contact.

  To address your concerns, please reach back out to the Management that have been trying to contact you.

• Initial Complaint

  Date:09/25/2024

  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.

  In the encapsulation process they let an area open to outside air in the craw space, therefore the craw space is not sealed off to outside humidity and air. Unacceptable replacement of the door to the craw space. It has skill saw marks in the door.

  

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the Production Manager took a crew out on 9/30 to reinstall crawl space door and seal the remainder of crawl space.

  If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.

  Customer Answer

  Date: 10/05/2024

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