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:09/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/26/24 purchased a house that had foundation work done by groundworks. Purchased feeling secure because the work had been done within the past 12 months and there was a 10 year warranty on the work. They had done injections into the foundation to move it back into place. warranty would cover any further injections needed in the same area free of cost for 10 years. July began noticing doors sticking, fresh cracks in walls, and bumps on the floor, allsigns we had been told to watch for that indicate a need for further correction on the foundation issue. We contacted groundworks in July spk w *** told someone would inspect a week later on 8/6. No one came, and we didn't not receive any contact. We waited a few days to hear from them, and then began trying to contact groundworks on Friday. We were unable to get hold of anyone. On August 13 I spoke to **** at groundworks. He set up an appointment for 2 weeks later on 8/27. This time he did come, inspected the house and told us what work needed to be done. In addition to the needed work covered by the warranty, we discussed possibly adding piers. He promised a quote & said it could be 3-4 weeks before we could get the work done. We heard nothing for 2 weeks, and called on 9/6. We were promised done answers by ***. Heard nothing. 9/9 called again. Was told that I'd be put on hold for investigation, heard "recording paused" and *** told another person "I don't know what else to tell him. What do i do? This has been going on for 6 wks." Heard "recording resumed" was told they were going to investigate. Placed comparing with had company. Rcvd call from regional manager, told would be contacted by ***. was not. Called RM 9/11 told that local office had answered him & would have then contact us. Rcvd can from **** with a story about having sent a quote but stuck in server. Said would call back to schedule wwrnty work. Still not contacted back 24+ hours later.

  Customer Answer

  Date: 09/13/2024

  We were contacted this morning about the complaint. The company came out today and performed the needed repairs. I am satisfied.  

• Initial Complaint

  Date:09/12/2024

  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.

  Work completed at my house 6/18 and 6/20 for foundation and water mitigation system. I had safety and professionalism complaints after day 1 that were not resolved moving into day 2. After day 2, there were more complaints now also with standard of work completed and cleanliness for which I walked through with a manager (****) on 6/21 who apologized and assured me all complaints would be resolved by a different crew. We were scheduled to have everything fixed 7/13 but it was cancelled due to weather. That team member did not know what they were coming to fix on that day and I asked him to reach out to his supervisor. I had to walk through with a supervisor (****) on or around 7/19 (I think) and had to go over everything again that I already went through with ****. We requested the same crew not come to fix things. 7/30 the original crew comes to fix things unprepared saying they would have to come back another day to fix part of the job. We send them home and asked that they come back to do everything the same day (mostly because we did not want this crew doing any work at our house). This crew said they would come back the next day and we should not call it in. Call made to **** as well as customer service requesting we speak to manager. They assure us *** or ***** will call us. 7/31 crew did not return as promised (not sure if it was because we complained). 8/2 call to customer service waiting to hear back from manager. find out somebody scheduled without our consent for crew to come back that day. Attempted to cancel. Same crew calls but I am not home so they cannot come. 8/6 repeat call to customer service, still no call from management. Have to go through everything again with customer service. She gets me on the schedule for 8/9 with a different crew. 8/9 team comes out and does some of the repairs. 9/11 and still no call from anybody from management as requested multiple times. No inspection has been completed on work done yet. More to say but no characters

  

  Business Response

  Date: 09/17/2024

  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 refunded the deposit by 9/12 and confirmed delivery with the customer.

  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: 09/20/2024

  
  
  ****** ******** ******:
  
  
  
  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:09/11/2024

  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.

  We hired Foundation Recovery Systems out of Fenton Missouri in March 2023. We originally contact FRS about our sagging floors in our kitchen. We had a sales rep come look under our home in the crawl space. We intentionally only wanted the floor jacks, beam and drainage done. The sales rep was very pushy and convinced us to encapsulate the crawl space, spray for mold, and install a dehumidifier. We ended up spending a little under ****** for the project. FDS advertises they complete the project right the first time. They have had to redo our project multiple times because it’s never been done properly to this day. None of the drainage and encapsulation were done correctly there’s water standing on top of the plastic we still have mold, our floors are not level, doors wont shut, floors creek, have huge gaps under cabinets and trim because jacks are not in the correct spot. The humidity in our home is so high that we had to run the AC during the winter to lower it that’s with an additional dehumidifier inside our home along with the one they installed in our crawl space. They advertise energy efficient and we were told it would lower our electric bill it has only increased because of the high humidity due to standing water. They have tried to resolve the issues but now have began to ignore us and accuse us of wanting free stuff. We have been lied to so much by management and everything they advertise is false advertising. FRS was paid in full but they have yet to complete our project and they advertise 100% customer satisfaction and they claim to “Work until it’s done right”. They also claim to “ Protect, repair and improve our customers greatest asset their home”. What they have done to our home to now causing damage not only to our home but to our health because of the mold. We no longer want to speak with anyone from Fenton,Mo branch This has been a 2 year nightmare that can’t be summarized there’s a lot more to what I just shared. We feel scammed

  

  Business Response

  Date: 09/17/2024

  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 they met with customer to assess the issues. GM has been trying to schedule a date that works best for the customer, aiming for this week, weather permitting.

  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:09/10/2024

  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.

  My foundation on my house was shifting I hired this company and trusted them to repair it. 1 month after the job was done my house began to shift again and concrete started to crack like never before. My front porch is still slowly sinking, I called them out again and 1 guy showed up and did bandaid work. It took another month just to get someone out after tech not showing up twice after appointments were made. They have been paid in full ***** and my house is the same as it was. After contacting another company who informed me of everything this company didn’t do now I have ***** worth of damage

  

  Business Response

  Date: 09/16/2024

  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 has been trying to get in contact with the customer by phone, text, and email. 

  To address your concerns, please reach back out to our team members that have been trying to contact you.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 21,2024 Bakers Waterproofing installed wall anchors, sump pump and French drain in my game room. I was assured that no water would flood onto the floor after a heavy rain. I went thru their finance company if ******** for a total of. **********. On 9/1 we got a rain storm. The next morning, I had puddles at the base of every wall anchor. I called Bakers and was transferred 3 times and finally Ally said that a ****** ******* would get back to me in 24 to 48 hours. Waited five days. Never heard from him. In 9/5 I tried calling again. Talked to ***** I got out on hold and and got recorded message to leave a voicemail. Since then, we have gotten three downpours resulting in puddles at the base of my wall anchors. In 9/8 I attempted to contact Bakers again resulting in getting Call Failed messages at *** *** ****. And *** *** ****. My ******** Contract states to call them if I have a problem with a contractor. I attempted 5 times at *** *** **** and this is a laugh at their solution number of *** *** ***** They took my money quickly and left me with a wet basement. I am a widow on social security and this was a terrible blow to my finances and my trust They also left dried cement and gravel all over my driveway. Thank you for your help in this matter. I don’t want other seniors to fall for these scam companies

  

  Business Response

  Date: 09/11/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he and the Field Supervisor will meet with the customer on 9/13 and to repair and seal the leaking wall anchors.

  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: 09/13/2024

  
  
  ****** ******** *******
  
  
  
  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:09/09/2024

  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.

  Signed a contract 5-31-24 for pier jacking of a building foundation and concrete slab lifting. Not at all confident that the scope of the pier jacking was necessary. The plans were revised 3 times as a result of questions I asked. I originally contacted them about concrete lifting. The first rep that showed up said the building had settled in one corner and would require lifting before any concrete lifting could be done. He scheduled the job 8-12 thru 8-15-24. Subsequently I put a masonry level on 2 walls leading to the corner he said was low. I saw no decernable change in elevation. I immediately attempted to call him and left messages. Never heard from him. Called their offices and was told he quit. They sent a different rep out to evaluate the building. Revised plans again. Signed change order. They changed the date to pier jack. Showed up to install pier Jack's to stableize not lift building. Didn't finish grading the area,left a cavity behind the foundation, left a mess inside the garage and a window sill where they drug muddy hoses through and out the window. Each time I attempted to contact someone, never would get a call back. Havebeen put off several times regarding concrete lifting. When they finally showed up start working, the equipment failed and faulty materials were injected. Everyone I've talked to in that organization has lied to me every step of the way. Someone there told me one of the times they didn't show up was because someone else was more disgruntled than I was. The second rep tried a delay tactic by claiming there was a void under the slab in the garage. Not true. Never at anytime previously was that brought up. I've lost track how many times someone has told me " I'll call you tomorrow ". And nothing . Always a reason, never an excuse. I really thought going in I was dealing with a reputable company. Absolutely does appear so.

  

  Business Response

  Date: 09/13/2024

  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 crew came out and lifted the front step back to flush and the top half of the pad in front of the garage to remove trip hazards. Garage had the first 3 pads along the side come up to original height. Back pad was 22x10 and has a crack causing the pad to bowl and so could not get any lift on it. Homeowner is stating the wall bowed out 5/8 of an inch during attempted lift and we are scheduling a follow up visit to asses the area of concern.

   

  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: 09/17/2024

  Management did a site visit on 9/16. We were unable to fully determine that the poly installation did or did not cause one of his walls to bow in 5/8" (which he states occurred after our poly installation), but in order to give the customer full peace of mind, we agreed to install 4 geo anchors at no cost to the customer starting October 1st with the supervisor on site with the foreman for the installation. 
  
  

  Customer Answer

  Date: 09/18/2024

  There was an 1/8" gap between the wall and the floor for 25 years. When they "finished" injecting the poly material the gap was 5/8". Wall clearly bowed out. I'm not going to say everything is fine or not untill they comple all work. That also includes completing lifting of 2 other slabs outside. They scheduled to be back on site October 2nd. They didn't indicate a completion date.

• Initial Complaint

  Date:09/08/2024

  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.

  Was guaranteed a job done and got canceled on after giving ** deposit. Workers ripped up floors in 3 rooms making half my house unusable. It's been 2 weeks haven't received my ** back and no word.
  Would like my money back and to be compensated as I've had to sleep in my kitchen for the last 2 weeks since they came.

  

  Business Response

  Date: 09/10/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he and the Production Manager visited the home on 9/9/24 where they addressed the customer concerns. At customer's request for scheduling, a crew is set to come out on 9/11/24 to work on the sub-flooring.

  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:09/06/2024

  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 am filing a complaint against Foundation Recovery Systems for poor management, delays, and unprofessional conduct on a basement repair project at my St. Louis home. Sold as a quick four-day job the project involved installing an interior drain and sump pump, replacing supports, and poly-jacking on exterior concrete, at a cost of **********, with pressure to sign within 36 hours for a discount.
  From the start, there were major issues. By Day 2, I noticed four steel supports were installed on old concrete bases instead of the new gravel footings specified in the contract. Tyler, the crew leader, admitted he had not reviewed the plans. By Day 3, I learned no permit had been obtained, as required by the City of St. Louis. Work was immediately halted, leaving the basement unusable, with six metal poles left behind and incomplete drainage work, raising safety concerns.
  When I contacted Colton, the General Manager, he gave vague excuses about delays, citing a supposed death in the permit office. Given these inconsistencies and multiple project oversights, I lost trust in the company and hired a structural engineer at my own expense (***** to assess the work. The engineer recommended changes to prevent undermining the soil supporting the house. Although Foundation Recovery Systems agreed to these changes, further delays occurred. A city inspection on August 22 failed due to illegible diagrams, and no company representative was present.
  Foundation Recovery Systems has repeatedly violated local regulations by starting work without a permit, blocking city alleys, and failing to communicate clearly. Despite my repeated requests, I have not received a timeline for project completion. In addition to the **** for engineering costs and approximately **** in storage fees, I am seeking compensation for the significant inconvenience and disruption. For over a month, I have been unable to use my home fully due to their negligence, causing considerable stress and loss of property use.

  

  Business Response

  Date: 09/11/2024

  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 has talked with the customer about his concerns. The next step for the project is awaiting final approval from the City Inspector, and plan the crew revisit to complete concrete for the 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.

  

  Business Response

  Date: 09/25/2024

  Once the city inspector approves the images of installation, specific to the IntelliJack footing, they will be scheduling a final inspection date with the homeowner. Once that is finalized FRS will concrete the system, and complete a final walkthrough.

  Customer Answer

  Date: 10/05/2024

  This has not been resolved. Foundation Recovery Systems continues to be inept at getting the city inspector the information that shows they adhere to the installation instructions of the support systems. 

• Initial Complaint

  Date:09/05/2024

  Type:Billing 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.

  Since 10/11/2023 we have invested ******* in recommended work with AFS. Our home continues to have noticeable ongoing issues with horizontal and vertical movement. There is obvious ongoing sagging and cracking. We are unable to make cosmetic repairs due to ongoing deterioration with damage becoming more widespread and severe in the last year.
  
  ******* *********, was our project manager for "permanent stabilization of floor framing" 10/2023. I reached out to ******* 12/2023 after observing ongoing issues and was referred to the maintenance plan.
  
  I reached out to scheduling 03/2024 due to ongoing concerns. ******** ****, inspected and suggested that the damage was ongoing due to need for drainage and encapsulation. He was our project manager for drainage and encapsulation work 04/17/2024. At that time we also purchased the 5 year maintenance plan. We were assured that this work would stop the ongoing damage. The problems persist.
  
  06/06/2024 ****** ****** came out for maintenance. At that time he noted ongoing movement and damage and recommended another ******* in work to "permanently stabilize floor framing" in the same area. This would also require disturbing the new encapsulation. We did not approve this contract we instead reached out to management. As the work provided had not met expectations as sold by AFS staff.
  
  08/07/2024 I reached out to **** ******** AFS's general manager in our area and was referred to ***** ******** the service manager. ***** was difficult to get in contact with and did not appear to review our situation. After 3 weeks of pursuing response from him he sent the same rejected contract with a nominal discount. I responded that this was not an acceptable solution to both **** and ***** 8/29/2024. There has been no further response from AFS. We chose to work with AFS due to company claims of "certified inspectors, customized solutions and guaranteed work". This has instead been an ordeal.

  

  Business Response

  Date: 09/11/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he and the Production manager visited the customer's home to assess the project and listed to the customer's concerns. They have crafted a plan for a crew to come out on 9/16 to install additional piers in the concern areas, and the GM will check in after the install to ensure satisfaction.

  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: 09/16/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22243823, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/05/2024

  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 salesperson promised that their team could lift and correct problems at my home. After the fact, I was told that lifting could never be accomplished due to the fact that I had an adjoining garage that was on a separate slab. Classic bait and switch. The salesperson sold me something that could never be accomplished. I would have never signed a contract if I was properly advised by their professional.

  

  Business Response

  Date: 09/11/2024

  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 and the Production Manger met with the customer on Tuesday 9-10 He is disputing that he should have to pay in full, with not achieving all the lift that was promised. They discussed in detail that we have achieved stabilization and he agreed. He has completed all of his finished work in home, and does not want us to attempt anymore lift, as we all agree it could cause damage to new addition. Customer feels mislead from our inspector but agrees there is good benefit to the work that was performed. We understand his feelings and are discussing a partial refund amount that is amicable to both parties.

  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: 09/22/2024

  Good evening! I did not previously respond because I was working with Mount Valley to get everything resolved. At this time, we have agreed on a resolution that satisfies my complaint. Thank you for your time. Please consider this matter closed.