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

  
• 

  Ohio Basement Authority

  1270 Hill Smith Dr Wyoming, OH 45215-1228

  
• 

  Alabama Foundation Specialists, LLC

  130 Interstate Commerce Ct Bldg 100 Alabaster, AL 35007-9518

  
• 

  Alabama Foundation Specialists, LLC

  3131 Hamilton Blvd Theodore, AL 36582-8500

  
• 

  Tar Heel Basement Systems

  3333 Air Park Rd Fuquay Varina, NC 27526-8518

  

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:08/25/2024

  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.

  Groundworks waited until the morning of my service just after the Moving company emptied my garage to call and say they could not get my service done that day.
  I tried to get the movers back to rerurn everything to the garage but they had moved on to next job. Shortly thereafter Groundworks called to say rhey could get a crew here "Early Afternoon". I called moving company to see if we could forgo the noon return and come back later. Since I had no specific timeline I agreed because otherwise I would have had no way to repopulate the garage. Early afternoon turned into 2:30 arrival of the Groundworks team. As a result the moving team sat in my living room until 5:30+ before we could do anything. I asked that Groundworks cover the extra hours
  They refused. I offered to split the charge and they offered **** of a ******* invoice. Their failure to arrive aa scheduled directly resulted in the ensuing mess.

  

  Business Response

  Date: 08/26/2024

  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 to the customer, we will split the cost of the additional moving cost. **** and she is satisfied with the over all work and stated the crew did great.

  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: 08/27/2024

  
  
  ****** ******** ******:
  
  
  
  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:08/23/2024

  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 signed a contract on 6/17/24 with Foundation Recovery Systems for installation of a Triple Safe Sump Pump and 61' basement gutter. The inspector/solicitor was professional, and stated the process would last 2 full days once work began. We agreed on a start date of 7/22/24 due to both of our schedules, and a crew arrived as planned on that date and began.
  As the crew progressed, they discovered that I would have to remove and replace my water heater due to an obstruction, which was an extra *** to another company, but not a big deal. As I set that up, a separate crew showed up on day 2 and dug the trenches. They filled in the section of concrete where the plumbing company needed to replace the water heater, and the foreman stated that it may be a few days before they could finish the rest. This was Tuesday, it was stated that they would finish by Friday. Completely okay, as I had stayed home from work for the week just in case something happened and there was a delay.
  As the week progressed and I texted the foreman to find out what time/day they would arrive, he texted that it now may be on Sunday due to scheduling issues. That was ok, and I relayed to him that either way, the job needs to be finished by Wednesday next week, because I had to leave town for work. So it was agreed upon that the job would be complete by then.
  After Wednesday passed and no one showed up, I began calling the office to just get a date. It didn't have to be soon, but just a date so I could schedule my own work. I was told I would get a call back from the scheduling supervisor. After that did not happen, I continued calling the office. I am always transferred to 'production' where no one picks up. I leave messages and never receive a call back. Yesterday was one month since the start of the project, and I have yet to receive a completion date. Meanwhile, my basement is torn apart and full of equipment. I even have a drill sticking into my outer front wall, visible from the street.

  

  Business Response

  Date: 08/29/2024

  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 crew was out on 8/28 and 8/29 and were able to complete the project. 

  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: 08/30/2024

  
  
  ****** ******** ******:
  
  
  
  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:08/22/2024

  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.

  People need to know about the absolute horrible job these guys did. At the beginning of August they began the job of fixing the flooding issues in our basement (where my family lives). They had us removed the bottom half of the drywall and the flooring along the walls. This meant moving my son out of his room, dismantling the bathroom vanity, and creating a hole leading into the garage (animals getting out there was an issue). They weren’t able to complete the job then because they didn’t have the proper tools to cut through the concrete. They couldn’t come back to fix everything until today, August 21st! They did a HORRIBLE job of putting up tarps and using a vacuum of some kind to ensure the safety and integrity of the rest of the house. There is concrete dust over ever square inch of our downstairs! Computer, tv, furniture, clothing, food, etc. I'm NOT exaggerating. We found a chunk of concrete in the living area which they should not have been in. I had put up a curtain to block as much dust as possible until they came back. My elderly mother, who lives upstairs, had to put up a tarp at the top of the stairs because it was coming up there. I'm scared to think of how much of this dust she and her husband, a disabled veteran with COPD, has been breathing in! He had to put on his oxygen to help him breathe after a few hours of them working.

  

  Business Response

  Date: 08/23/2024

  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 crew will be coming out today (8/23) and setting up an Air scrubber and we will be paying a professional cleaner to clean the dust in the apartment.

  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:08/20/2024

  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.

  At the start of July, 2024 we noticed water was seeping into the garage during heavy rain days. We reached out to Alpha Foundations and had inspector ****** come do an inspection on July 15th. We were told based off of his inspection that water was leaking into the garage due to a foundational issue and promised that water will stop coming into the garage once they did the work. We went ahead and hired Alpha Foundations, and a group of workers did the work July 24th. We trusted everything was resolved, however comes July 29th, we noticed water was still coming into the garage. We immediately placed a call to ****** that same day and were told someone will contact us August 5th. On August 5th we spoke to ****** who stated someone will come and do a follow up inspection in 10 days. At that point, we asked to speak to a manager and were told ***** will contact us. On August 9th we still had not received a call from ***** and spoke to ****** again. She stated she will have ***** reach out. Finally on August 13th we heard back from someone by the name of ****, the production manager. He offered very little solution to the issue and pretty much ended up the call stating he will have the general manager contact us. It is now August 20th, and we are very frustrated with the lack of response from the team and resolution to our issue. We are seeking reimbursement of the amount paid to them of *********. The work done did not resolve our issue and we feel lied to. We ended up having to hire a different contractor, who told us our issue was a roof leak and not foundational. Alpha Foundation needs to take responsibility for deceiving customers and having us pay for work that was not needed.

  

  Business Response

  Date: 08/21/2024

  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 visited the home. The water was in fact coming from the roof. This is not something we promise, or even do for that matter making customer's claim sufficient for a partial refund. Alpha will be processing a partial refund of ****** to 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: 08/21/2024

  
  
  ****** ******** *******
  
  
  
  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:08/19/2024

  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.

  I have called this company for two days in regards to my sump pump not working correctly and my basement is flooding and no one can send me a technician. The people that are taking the calls are telling me they cant schedule a service call for me because they dont have a technician in my area. When I ask them so why would you sell me a ******* product that you cant service no one has been able to answer my question. MY BASEMENT IF FLOODING!!!!!!

  

  Business Response

  Date: 08/20/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Service Manager informed us a Technician has been scheduled for 8/20.

  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:08/18/2024

  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.

  My neighbor had business waterproof his basement. They put a drainage line exiting on/near the property line, against city code (must be 5' from property line), halfway between the houses and street. When they were digging the trench for the line I told them much is buried there; these yards are small and things are buried in each other's yard. They said they'd fix anything they broke.
  
  On May 5, 2024 I saw water surging when the sump pump discharged and soil dislodged near where they dug. My plumber said they cut into my sump pump discharge line. The company ultimately, after weeks and a number of calls, came to fix it. They had said they were going to replace to line to the street, where it originally discharges to, but only inserted a new section into where the pipe was cut into. They couldn't seal it where it connected and I continued getting surging water and dislodged soil. They again said they'd replace the line to the street, on July 18, 2024. On July 17, 2024 a worker showed but said he not going to replace the line but was going to connect my line with the neighbors. That was unsatisfactory because: 1) neither the neighbor nor I agreed to this; 2) it would result in immense water discharge into my yard, saturating it; #3) the city said combining drainage lines could result in backup into my basement; 4) it's against city code to have the exit closer than 5 feet from the property line. They then said they'd have my drain separate but exiting next to the neighbors', resulting the the same issues as combining them. The worker said the Production Manager wanted me to call him about my concerns and he'd answer "even if he's in a meeting." I called two days in a row, received no answer either time, and no response to my v/m. The worker who told me to call the Production Manager contacted me on July 18, 2024 to see what I had learned. I told him what transpired and he said he would to look into it. I have heard nothing since. Photo is after days with no rain.

  

  Business Response

  Date: 08/21/2024

  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 are scheduled for 8/27 to fix customer's discharge line. 

  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: 08/28/2024

  
  
  ****** ******** ******:
  
  
  
  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:08/18/2024

  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.

  • The upfront JES Rep. misrepresented the nature and extent of our problem. He also emphasized a discount good only for the day of the visit, thereby leading to our premature signing a contract. This exploitative contrivance is especially egregious when used with elderly people in their 80s.
  • The JES workers who came July 25 were untrained and inexperienced with the assignment and were provided no supervision as promised. Their work was crude, incomplete, destructive, and unacceptable. It did not meet **** requirements pertaining to silica dust as noted by an industrial hygienist who viewed the worksite.
  • After sending (7/28) a 2-page email with photos to JES noting the problems, a supervisor came to the house, examined the basement, and informed us there was no major water problem there. He was shocked to see the huge and destructive mess.
  • This supervisor said much of the work would have to be redone and assured us it would be completed very soon. Five days later the employee originally scheduled to do the job (*********) came and began correcting the concrete work. He was scheduled to return the following Monday, but did not appear. When we called, he informed us that the work would be finished soon. He came back briefly on Monday August 5 and said he would try to return Friday August 9. This did not happen. From August 12-16, no one showed up, though the employee and supervisor both promised to come.
  • We have been left with an incomplete installation and inoperative system and have not received an owner’s manual or info for the Warranty Registration.
  • Our JES experience has put our home from kitchen to basement in disarray for 23 days as of August 16. We have suffered manipulation, delay, lying, and unjustified waiting for no-show workmen. The damage to our property will cause undetermined cleanup, repair, and painting costs, in addition to the unwarranted expense of the contract (******), plus the **** for moving the hot water heater.

  

  Business Response

  Date: 08/22/2024

  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 crew will be out on 8/23 and will smooth out concrete, install more pipe straps on discharge line, clean concrete off brick wall, flood test box drain and pump, and thoroughly clean work area. Followed by a walkthrough with the manager 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: 09/02/2024

  Report sent to *** Sat. Aug. 17.  Response received from *** on Sunday 18th with ID #.  Telephone call received from JES on Monday Aug. 19 from Production Manager **** ****** and *** ******* (General Manager).  Initial visit to house by Adam on Wed. Aug. 21.  Site visit made by *** *****, Crew Supervisor, Thursday Aug. 23; *** smoothed floor surfaces and did test of system which failed because pipe for running water from drain to Sump Pump had not been angled properly for water flow.  This failure was reported to Production Manager and that pipe would have to be dug out and relayed properly.  On Monday Aug. 26, call received from **** *. that he had established a schedule for work to be redone on Aug. 30 under Forman ****** *********.  This work was completed, and the second hydro test was successful.  Later in afternoon, Supervisor *** R. returned to verify work completed correctly.  Both ****** and *** cleaned area.  The ****** are satisfied that the faulty work has been corrected and that the system is now operational.  What needs to be clearly understood and properly addressed is that the ****** contracted for a project that was very exaggerated in its need for correction and that was estimated to be completed in one day.  Instead the project began on July 25 and was not completed until Friday Aug. 30th.  This prolonged interruption in our lives and home environment caused by delays, lack of proper supervision, and incompetency of actual work of first two crews have been outrageous and an intolerable contractor experience.  Remaining factor is the determination and provision of financial compensation as stipulated in complaint and promised by the company.

• Initial Complaint

  Date:08/15/2024

  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.

  In May 2024, we had an estimate given and contract written to provide our patio to be leveled. They did not level the patio and what they did created water to pool against the house. They have been out a few times to rectify the problem. Each time they cause additional water to pool in other places against the house. I want my money back!!

  

  Business Response

  Date: 08/22/2024

  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 that he and a crew went out on 8/21 to meet with both homeowners (Husband and wife). GM set up lasers and took measurement of where we could attempt more lift. Homeowners were both present during the lift and crew stopped multiple times to check and show that the area is rising. Once crew got to a good stopping point, they cleaned off the old caulking and put new in. Husband was pleased and thanked the GM and his crew. GM told them to contact him if water is still pooling up during the next rain.

  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:08/15/2024

  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.

  I am having problems with communicating to the project manager ******** ******. We Have a contract for a poly renewal on my pool deck and I was given a "Price Assurance Guarantee" that stated they would match a written estimate plus discount their price **** with our signed contract.
  I sent them an Estimate from Rock Solid who offered to do the same job for ***** less than the signed contract. Also; they offered verbally to Insure the utilities for **** and when I requested that be added to the contract the amount came to ****. The job is scheduled for this Saturday and I have not received any return calls or emails from the project manager.

  Customer Answer

  Date: 08/15/2024

  The General Manager has contacted me today and has adjusted the contract to meet their price assurance guarantee. They have also revised the pricing on the utilities protection plan to match what I was quoted by the CFI salesperson.
  

• Initial Complaint

  Date:08/14/2024

  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.

  This is when someone named **** came out to our property. He had to wait about 20 - 30 mins until the pool was fully drained and then he took out his equipment to start drilling holes. He drilled 3 holes and then came to us concerned that he had hit a pipe because water came up from the hole. He said he got part way through the concrete and then hit something hard so he stopped and drilled 2 more holes. On the third hole he kept drilling past that hard point that he hit and was convinced he hit one of our floor cleaner lines or a drain line. He proceeded to drill 5 more holes throughout the pool. At this point he told us that he did not feel comfortable proceeding to drill more holes or injecting the foam into the holes he had already drilled. He told us that the only way he would proceed with anything would be if we signed a new contract saying that we are voiding all warranty and voiding all insurance. So if he does hit something Alpha is not liable for this. On top of this he also stated that Alphas product would not work for our application. He said the foam would temporarily fill any voids in the soil but as soon as the weight of the filled pool is sitting on that foam and soil it will continue to sink and just push the foam and soil down with it. He encourages us not to proceed. This is after he drilled 8 holes in my pool! And after I had a signed contract with Alpha that he decided would no longer apply to my situation! As you can imagine we were pretty speechless. We didn’t want to sign anything but we also did want to leave our pool in this state. We didn’t know what to do. In the meantime he started packing up all his stuff and said they would come back when we decided. He didn’t even patch the holes. He left my pool a complete mess with 8 holes that weren’t even patched. I still can’t even believe that this happened. I then got a call from his boss and reiterated the situation to him.
  
  Full summary attached below.

  

  Business Response

  Date: 08/20/2024

  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 reached a resolution with the customer. We will assist with some repairs and provide a refund for damages that we are unable to repair.

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