Complaints
This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 683 total complaints in the last 3 years.
- 211 complaints closed in the last 12 months.
If you've experienced an issue
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:09/05/2024
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.
Gave a deposit of **** for $** job to insulate rim joists and concrete block. I was told by a representative of the company that they would be there First thing in the morning of August 29. I took the morning off of work. At 1000 I called and inquired as to where they were. I was told that they would be there at 1200, I called again at 1200, and was told they were "on their way". They showed up at 3pm. I lost ***** of pay for the day! They finally finished up close to 8pm. Upon inspection I found that they didn't seal the exterior opening as was promised by the "inspector". They ran out of spray foam and had to go back and get more. Obviously, they tried to stretch the spray foam before they realized that they would have to go back because SEVERAL of the joists are not covered all the way. Finally the rim joists that run parallel to the concrete wall were left with no insulation. Therefore, the crawl space is not encapsulated as promised. I talked to ******(?) about the issues and they said they would be back "first thing" on Wed. 4 September. Again, took time off, and waited for them to show up. They didn't. I called ****** (************) back and was told "Mr. *******, give me 3 minutes and I'll call you back". I am still waiting to be called back. This is total unacceptable. I work for a living, I want the job completed and I want to be compensated for my lost work time!
Business Response
Date: 09/09/2024
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 and a crew went out on 9/6 and resealed some of the problem spots. GM included a *** discount for the troubles and the customer said he was satisfied and settled the balance.
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: 09/09/2024
****** ******** ******:
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:09/04/2024
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.
On June 4th,2024 I had Ohio Basement Authority come out to my residence to perform a quote. After the completion of the quote my wife and I decided to pay in full because of the discount in doing so, and have Ohio Basement Authority do the work. We signed a contract. They called me to schedule for the day the work was to be done, and told me that someone must be home that day. I received a couple emails, one stating "You are closer to enjoying a Healthier Home". The date of the work on our house was August 19th, 2024. I made a phone call August 19th, 2024 to Ohio Basement Authority to get an idea of when they were going to be at my house, because my kids were in daycare and I wanted to make sure I could get them when I needed to. Noone answered so I left a message. Not too much later I get a phone call saying they cancelled the job and weren't going to perform the work. They told me they were going to give me a full refund. Nobody contacted me from the time the work was scheduled until the day the work was to be done to cancel the job. I'm out a full day of pay for nothing. At first they told me I would get my money back in 6-7weeks, after some complaining they told me it would be 4 weeks. I can't have someone else do this work until I get my money back. If it takes 4 weeks Ohio Basement Authority would be in possession of my money for 106 days. I personally feel that they did me wrong and may have violated our contract.Business Response
Date: 09/04/2024
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 spoke with the customer regarding the refund amount of ********* and the **** he is requesting for time off of work. Since this project was cancelled on 8/13 by a regional schedule manager and not communicated to the Operations Manager, the refund was not issued on the August 13th. GM communicated with the customer that the refund check for ********* will be cut and overnighted for the inconvenience. Gave him an expected date of 9/10 at the latest and told him to contact GM directly if he hasn't received it by then.
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: 09/05/2024
****** ******** ******:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:09/03/2024
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.
Inside work:
Did not fully waterproof front wall segment, but only about 2 feet up the wall. Ok with that repair, but was charged for whole wall waterproofing.
Outside work:
Caps not put on downspout drains
Drain lines not fully buried
Job not completed - front drain segment was the most important component of the outdoor water management and it is still not done.
Other landscape drainage lines torn up during work and left damaged.
Paid in full on Aug. 7 and was told they would get someone out in the next couple of days to finish the job. Have left many messages and can't get a call back. Have tried to talk to our sales person **** and stopped getting calls and messages returned by him. Called the office and talked with ***** and she escalated to a manager *** who also does not seem to be getting anything done. It has now been a month since the work was started and they still have not finished the job. I have spent way too much time and effort trying to get this company to finish the job they were paid for. In hindsight I should have never paid in full before the work was completed, assuming that they were a reputable company and would come out to finish the job they were paid to do.Business Response
Date: 09/06/2024
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 foreman returned to the customer's home on 9/5 and addressed concerns by installing the additional downspouts, flood tested them and fixed the damaged existing corrugated pipe.
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: 09/06/2024
****** ******** ******:
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:08/28/2024
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.
They came out drilled the holes and then The gun they were using broke.He told me he would go to the nearest hardware store and get his part 5 and a 1/2 hours later.I heard nothing from them so I left.I had things to do then an hour later all the sudden They call me up and say the job is done I don't even think they shot anything in the.
Holes
The?
Contract said they would stop the porch from falling and/or raise it, but stop it from falling very least.The porch is still falling.They came back out again.Said it's because of a different crack.That we have to do more repairs and cost me more money.But they didn't finish the first job that they contracted out to begin with.
As far as I can tell, I paid someone a lot of money to drill some holes in my porch. That is still falling.Business Response
Date: 09/03/2024
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 contact the customer by phone, text, and email, and so far have not had any response.
To assist with your concerns, please reach back out to our team members that have been trying to reach you.
Initial Complaint
Date:08/27/2024
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.
We had work done in our basement and we were quoted an amount of *****. We were approved for a loan of *****. Ohio Basement Authority took out ******** of our loan. I called 3 times and left messages and never heard anything back from them.Business Response
Date: 08/27/2024
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 contacted the customer regarding the refund amount of the overpayment of her ******** for ******. This refund was issued on Monday, 8/26 and our Office Manager attempted to reach out multiple times to make the customer aware but her phone does not have a voicemail, and it continued to ring. Customer stated she was satisfied that she had been refunded the previously stated amount and had no other concerns.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
Date:08/27/2024
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.
On 01 Aug 2024, I spoke with, ** ******, sales rep/field inspector about my hallway that was sloping. He assured me that a support beam would help with the issue. He also persuaded me to get a vapor barrier to prevent addition moisture. The techs who would install it would grid/re-settle the environment. Fast forward to 14 Aug 2024, the techs came out to install the support beams (I ended up needing 2, not just the one ****** told me about) and the moisture barrier. Long story short, the support beam did little to help. The floor was still at a slant when the installation tech came to ask me if I liked the final result. I told him it was still sloping. First he told me it was because of the floors which I had installed in April of this year. Then he said he wouldn't recommend raising it any more because it could cause structural damage. The following day I called the company to see if someone else could take a look at it. I left a voicemail that no one returned. Called again on Friday. The inspection manager, * ****, called me later that day and said he would call me back on Monday to set up a date for a follow up inspection. He never did. I called three more times before a date was finally set. He came out on 23 Aug and looked at the support beams. He concluded that the main beam was put in the wrong spot and would need to be moved three feet to the right. He said he'd call me on Monday to set up an appointment for the following week. He did not call on 26 Aug as promised. I paid **** dollars for a support beam that's not correctly located. Also, they didn't resettle the environment. My ground still has holes. The vapor barrier does not touch wall to wall and not all the seams are taped. They did not do what they said they would or for what I paid them for. I want this corrected. Also, worth noting is the field manager said adjusting the beam would not cause structural damage to the house. Who am I to believe?Business Response
Date: 08/27/2024
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 a site visit was completed on 8/23/24 were ***** ****** created a game plan, however, we failed to contact her back in a timely manner to schedule a crew out. As of 8/27, a crew has been scheduled for 9/4 with the Production Manager onsite to relocate supports and touch up vapor barrier. GM will also perform a site visit that same afternoon to ensure the customer is fully satisfied.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
Date:08/27/2024
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 cancelled the contract in the allowed
timeframe prior to any work being done but the company billed the
loan agency for a deposit and has not refunded it after numerous demands for
the company to do so.Business Response
Date: 08/27/2024
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 contacted the customer apologizing for lack of communication on the timeline for the deposit refund to be completed. GM explained that we complete account change requests on Tuesdays and that we should have communicated that to him from the beginning. Customer said he fully understands. GM once again apologized and told him simple communication from us would have prevented any of the confusion. GM emailed confirmation and refund transaction number.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
Date:08/26/2024
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.
On June 26 Groundworks came to our property to do some work in our crawl space. While on site one of their workers backed into our front porch garden wall causing over ***** worth of repairs based on current estimates. Groundworks is refusing to share insurance with us and is insisting on a price cap for the repairs that is under the actual repair costs.Business Response
Date: 08/31/2024
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 spoke with both husband and wife to discuss their concerns. They were waiting on the last bid for the repairs and then would communicate with management.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
Date:08/26/2024
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.
Ordered basement repair, external piping, and egress installed. The work kept getting delayed for months. Company added products to order and told me they would guarantee their work only if I purchased the additional products. They only did this after they purposefully damaged my foundation, existing pipes and drywall so that I would be forced to purchase the additional products. I ended up with permanent foundation damage. One of their repairs is now causing additional damage to my foundation on an ongoing basis. I've tried repeatedly to reach them with no response.Business Response
Date: 08/30/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he and the Production Manager visited the home to asses the project and talk with customer on his concerns. PM is getting an action plan sent to customer next week to address the issues around the egress window and the water drainage.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
Initial Complaint
Date:08/26/2024
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.
On May 1, 2024, Alpha Foundations did repair to level the uneven walkway at my home and to seal the cracks. A few weeks later I noticed a crack close to the front door. I contacted Alpha Foundations, and a appointment was made for June 28, 2024. No one came and I was told it was because it was raining. I have tried to get another appoitment confirmed for someone to show up
since then, but not one is contacting me to confirmed. I have use the text number, the phone number, probably left a message through the website online fill in form, and last week I left a message with the sales person who came to home, but I am not getting a reply. Meanwhile, I also noticed the walkway is begining to get uneven again. I do not know if the walkway blocks are rising or lowering. I would like someone to come out to seal the crack by the door and any new ones, to level out the walkway again, and to prevent the walkway from becoming uneven again.Business Response
Date: 08/30/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they went out on 8/29 to meet with the customer and asses the project and concerns. A small crack had formed around the front door, and she was worried that the concrete was continuing to settle. Our Field Supervisor came out to add more poly injection under the area to get additional lift and then sealed the cracks. We are keeping tabs for a few days to ensure the doorway does not settle any more.
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: 09/02/2024
Alpha Foundations came out on 8/29/24. The crack by the front door was sealed, but there are places where the walkway is slightly uneven. Alpha Foundations said they will come back this week to even out the walkway.
********* *****
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