Complaints

This profile includes complaints for Groundworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Groundworks, LLC

  1741 Corporate Landing Pkwy Virginia Beach, VA 23454-5929

  
• 

  Baker's Waterproofing

  5 Industrial Rd Building A Washington, PA 15301

  
• 

  Ohio Basement Authority

  7950 Bavaria Rd Twinsburg, OH 44087-2252

  
• 

  Ohio Basement Authority

  1270 Hill Smith Dr Wyoming, OH 45215-1228

  
• 

  Foundation Systems of Michigan

  5985 Clay Ave SW Grand Rapids, MI 49548-5769

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2024

  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.

  There is not enough space here to describe my entire experience, so I've written a quick summary. Also attached is a copy of a letter I sent to Foundation Recovery Systems which goes into much greater detail regarding dates, payments, and names of those involved ... I signed a contract and paid a deposit for Foundation Recovery Systems to repair my sunroom's foundation. They were to install slab piers and also perform polyurethane injections. The pier crew showed up first and began work in the wrong location - outside. (The original plans called for work to be conducted outside, but the salesman later changed that to have the work completed inside the structure instead.) Once the crew actually attempted work in the proper location, they claimed the sunroom floor was too thick (over nine inches) to install the piers. They left saying they would have my salesman call me. The polyurethane crew showed up three days later. While completing their injections, they commented that they only needed to drill 4 or 5 inches deep to reach the bottom of the foundation, so they were unsure why the first crew couldn't install piers. Regardless, they also said they would have my salesman call me. Regarding payments, the pier crew did not discuss money, only saying my salesman would contact me. I paid the polyurethane crew their portion of the contract less half my deposit. I simply want the other half of my deposit back from this company. It has been nearly a month since both crews said my salesman would call me. I also sent the company a certified letter (I've attached a copy) explaining the situation. The salesman has never called, and I have received no response to the letter.

  

  Business Response

  Date: 08/16/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the Service Manager met with customer 8/15 on site to hear his concerns and issues. The refund was then processed for the deposit on the core work we did not do.

  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: 08/16/2024

  
  
  ****** ******** *******
  
  
  
  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:08/13/2024

  Type:Billing 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.

  On 3-26-2022 we hired fsm to put in a new interior drain system in our basement with two sump pits and also did the interior basement walls. We hired them because our previous system that was already installed failed and was pumping sand from under our footings so we also had them put 4 helical piers in. We were very skeptical at first because of the price of ******* but we figured they are a well known company and they guaranteed us that this would fix our problem. They even told us that we would eventually be refinishing my basement that I already had to completely gut. Well here we are 2 years later and our basement has already flooded 4 times and they have not done a thing about it or are contacting us back. They tied my old interior edge drains that failed into the brand new system and here we are again, pumping sand from under our foundation and lots of water. We have been told multiple times now that a manager or supervisor would be in contact with us and no one ever calls. On 8-2-24 we had an inspection scheduled and it just so happens our basement was flooded the worst it has been yet. The alarms never went off, the battery back up system never kicked on. The tech came out and all he had to say was wow that a lot of water. He also stated that they should have put in more clean out ports because the ones they put in make his job very hard and that the second sump pit that was installed should have been installed on the other side of our basement and not on the same side as the first pit. The tech told my wife he was going to contact me as soon as he left my house and he never did. All he did was send her a quote to add more stuff to our basement and charge me even more money when the ****** we already spent did not do anything to fix what we were told it was going to fix. We are in the same boat as we were before we had them do the work. I just spoke with someone again on 8-7-24 and was told a supervisor would be calling that evening. 8-12-24. Still nothing

  

  Business Response

  Date: 08/19/2024

  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 it was discovered that the soil around the foundation was a sand or ocher makeup. The sand will continue to enter the system, which means it will continue to undermine the slab and foundation, which is what his biggest concern is now. GM has offered a few actions FSM could take to mediate the issues, but customer is unsure if these plans would work for them the best. GM told him that our team will further discuss his situation and that GM would give him a call on 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.

  

  Business Response

  Date: 09/04/2024

  We currently have the customer scheduled for a site visit on 9/13 to ensure it’s the right application and we have proper photos and documentation before we express the plan to the customer in full detail.

  Customer Answer

  Date: 09/13/2024

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

  it’s not that I’m rejecting there response.  They came out today and we are still ongoing a solution for the issues at hand.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/13/2024

  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 a complete crawl space redo in the fall of 2022. It cost ****. I had issues with the alarm/battery on sump pump shortly after install and the company came back out 2 or 3 times to reset/look at it. The alarm has been going off again for the past 4-5 months even when reset. I have contacted the company by phone, email, text multiple times without any response. They called to set up an annual maintenance and I explained to the lady about the issue I need resolved. The appointment was scheduled for today 8/12/24 at 3pm but no one showed up or called.

  

  Business Response

  Date: 08/14/2024

  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 customer and she was thankful for the quick response.  A Service Technician was out to fixed the alarm and stayed until the pump cycled several time to insure it wasn’t going to fail. 

  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:08/12/2024

  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 bought the house in fall 2022, real estate listing includes “Foundation repair completed August 2021” can still be seen on **********.
  Contract between *** Foundation Repair and the former homeowner was provided upon purchase of the home. warranty was transferred to my name.
  Contract states that *** committed to provide foundation repair, wall repair, and floor support for *******
  I would not have purchased the home if I had known the foundation work that was advertised was faulty.
  Cracks appeared in the repaired area of the wall in April, 2023, less than a year after the home was purchased and less than 2 years after the repair was completed.
  I contacted *** to examine the crack and honor the warranty. *** took many months to reply.
  November 2023, *** told me the warranty won't cover it and quoted an additional ****** to fix the wall.
  I hired a private structural engineer who wrote a report that the crack was due to ***’s faulty repair and needed to be redone: the ground underneath the wall was not properly compacted and the footing was poured incorrectly and was missing 3 ft.
  I gave *** the report. *** then claimed that the former homeowner signed an addendum to remove 3 ft. from the corner of the footing. The price did not change even though *** charges by the ft.
  Former owner did not know about the 3ft reduction/ did not sign the addendum.
  *** conducted faulty work by completing a repair that included a 3 ft. gap in the wall and footing while claiming the repair was complete and charging *******
  *** charged structural engineers fees in the contract. The 3 ft. gap is structurally unsound, this is a breach of contract, it should never have been approved.
  As of May 2023, benchmarks are monitoring the growing crack and *** has not returned.
  I am requesting that within 4 months, *** Foundation Repair provide ****** that was quoted: to adequately stabilize the foundation and complete the foundation work that *** was already hired and paid to complete.

  

  Business Response

  Date: 08/15/2024

  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 was able to connect with the customer. The GM and the Service Manager will be making a site visit on 8/20 to assess the areas of concern and create a plan of action to best address any issues.

  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: 09/11/2024

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

  
  I am in contact with the company and have been offered a solution but have not yet received a timeline or any form of written confirmation of the proposal. The readings proved that the house has sunk in the last few months, I am surprised they pointed out that I wasn't home because I was explicitly told by the technician that I did not need to be there.

  I am waiting for Groundworks, LLC to provide written confirmation that they are going to work with me to remedy their faulty work, and to follow through with the actual repair. I am hopeful that the situation will be resolved, but there are still many steps that company needs to take.

  
  Sincerely,
  
  
  
  *** **** ******

  

  Business Response

  Date: 09/12/2024

  The General Manager (GM) spoke with the customer pm 9/12 and emailed her the contract. She has received the contract and an estimated timeline for the installation. While we cannot control the approval time required by the City, GM told her that we anticipate the approval and subsequent installation to be scheduled approximately 8-10 weeks from now.

• Initial Complaint

  Date:08/09/2024

  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.

  We signed a contract to have ourpatio foundation fixed. They were going to put poly under the cement and it would level it out. They took my deposit of ****** on May 16th 2024. Scheduled the job for July 9th. They have called and cancelled and rescheduled 4 different times. With today 8/7/24 being the last time. However this time they just didn’t show up. No call from a supervisor saying the truck was yet again broken down. Which was the excuse every other time. I left a message with scheduling and received no call. I also called the general manager Joe today and have heard nothing. I had spoken with him last on 8/2/24. I get water in my basement due to this and have been waiting near 3 months.

  

  Business Response

  Date: 08/14/2024

  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 has been confirmed for Thursday, 8/15 to perform the work.

  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:08/09/2024

  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.

  September 6th 2023 JES Foundation repair arrived at my house to do the full interior perimeter of my basement and during the time of the repairs a piece of my foundation was broken, a light fixture & a window. Motor was spread over the block foundation to time the damage and a new light fixture was installed, upon replacing the window they used cheaper materials such as plexiglass.
  
  Additionally they only did 2 of 3 of the rooms in the basement and stated that they had not recommended the full basement. Which is false as the room missed leaks as well.
  
  To this day anytime we have heavy rains my basement continues to flood and all my belongings that I have had stormed in there are now ruined. I’ve tried numerous different times to get ahold of JES and try to get this resolved but never hear back from them and now I’m stuck with a **** bill for a repair that only provided false hope .
  
  I’m desperately seeking help at this point as I’ll be stuck spending another **** on top of this to try and get my basement fixed if this isn’t resolved.
  
  (Photos were too larger too be attached to here, I will try to find another way to send them)
  
  Any help is appreciated.
  
  Thank you,
  
  ****** ****

  

  Business Response

  Date: 08/14/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us Inspector came back out on 8/12 to assess the basement gutters and window. A crew is scheduled for 8/12 to come out to add 3 feet of channel drain and 15 feet of feed line.

  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:08/07/2024

  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 wife and I used Ohio Basement Sya
  Systems to fully waterproof our home. We had two braces installed, a sub-pump, French drains, etc. We spent over *** on this project. We had our home waterproofed in November of 2023. We have had, and are still having major issues. Multiple pictures have been taken throughout this process. As of today, August 5th, 2024, we are still having flooding problems. Throughout the time I have had multiple employees come to my home and were unable to fix what they messed up. This problem has gone all the way up to the general manager **** with Ohio Basement Systems. After multiple attempts and floods, I had to call ARS ****** ****** over to tear apart my lawn and install the proper pipes. The general manager of ARS stated, “This was a hack job, they got you good.” He is willing to speak and provide documentation as well. As a customer who paid ***, I have had to go out and pressure snake my drains multiple times. Per ARS ****** ****** Ohio Basement Systems tied into a storm drain that was completely unfunctional causing the water to back up flooding. As I have said I have many pictures time-stamped. ARS fixed that issue and **** from Ohio Basement Systems agreed to pay half. The point of this is I am paying monthly payments of close to **** a month for a waterproofing job that still is not working. My patio just flooded and my Basement flooded with water again where the sub-pump failed, in an uneducated opinion I know nothing about waterproofing. That's why we hire professionals. On Saturday, August 3rd, 2024 I texted **** and advised him that my patio and basement flooded due to heavy rainfall. He responded he would get a tech out. Today is August 5th, 2024 at 712 pm, and nothing. Not a call, text, anything. We are expecting storms soon and my wife and I will await another flooding after nothing but problems since November of 2023. I ask the *** please help me with this situation.

  

  Business Response

  Date: 08/13/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they are scheduled to come out to assess the areas of concern and get an action plan together. Our team has been trying to get in touch with you today to schedule a date. Please connect with our team at your earliest convenience. 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: 08/13/2024

  We have been notified a date has been scheduled. This Saturday, August 17th our team is coming out to assess the areas of concern and get an action plan together. 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:08/05/2024

  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.

  On July 24, 2024, after reaching out to Ohio Basement Authority via phone after seeing their advertisement on the web, a sales rep. came to my home to provide us an estimate. The rep. arrived at approximately 9:30 am, at which point I was at work and my husband, **** was home at the time. Once the Ohio Basement sales rep. explained the process to my husband, including there was a possibility of our brand new ***** concrete pad being crack in order to get the pad leveled evenly for a shed, in which the pad was unleveled from being laid from the prior person, which is the sole reason for hiring Ohio Basement Authority to evenly level out my concrete pad, which was explained to them upon hiring them. At which time they were given a deposit of ******* from my visa card and the balance was paid on July 29, 2024, of ******* on our Discover Card. However, on July 30, 2024 when I finally got to see the final outcome of the work since I was off work, that is when I noticed that not only was the concrete pad cracked but it was basically shattered, moreover, the concrete pad is still not leveled for my shed which is still not sitting or connecting correctly and this is what I paid them there overpriced shoddy work for. And when I called and spoke with a *******? To express my concerns first about the cracks his response was “We told the person that was there that there was possibility that your concrete will crack” then I told him that the concrete is still unleveled and when I stand on it, I feel myself leaning. His response for this was “maybe it settled from the shed being placed back on there” I then had to remind him that I just sent him pictures and he can clearly see that shed has not been placed back on there yet. He then responded with “Well I will send someone out when I can, pending on our schedule” However as for today August 3, 2024 no one has been out and no one has called to address my concerns and issues, unable to brand new should because of the shifting.

  

  Business Response

  Date: 08/08/2024

  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 completed a site visit to assess the areas of concern. It was agreed that a technician will come out on 8/17 to caulk the edges of the concrete, and we will discount the cost of the lift because we only stabilized.

  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: 08/23/2024

  I am resending any complaints that I had with Ohio Basement we have settled all issue and concerns that I had with company to my satisfactory.

• Initial Complaint

  Date:08/02/2024

  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.

  **** came for a free inspection for foundation work July 3. I signed the paperwork and loan for the desired work to be completed in two day on the date of July 24 and 25th of 2024. This is supposed to be a two day project. I was asked to take down my retaining wall, flower beds, dry wall in the basement and move my washer and dryer. All of the above things were completed on July 21 2024.On Tuesday July 23 the company called to say the had a project go wrong so they would push me back till Thurs July 25 and 26th. On the 25th no one called or informed me of any work. I received a phone call at 10:30am saying that the work will now be pushed back to Mon July 29th. Monday 29th comes around and one worker shows up works for two hours then leaves because he is not qualified enough for the job. In this two hour work span I have a hole in my siding and damage to the concrete in the front of my stairs. He says his boss will be at my house 8am Tuesday the 30th. Tuesday no one shows up. I called multiple times the main number until I get to **** who assures me someone will out Wed July 31st. Guys show up on Wed leave within a few hours of work, says they'll be back Thurs Aug 1 to finish. No one is at my home nor can the main line help. Service sends me to production which then sends me back to service meanwhile their trailer is parked in a no parking zone on the street their equipment is blocking all parking to my home and we are no where near complete with this project. My home is under contract to be sold and this is causing great distress for many people including other work that needs to be completed. This company has done nothing but give me the run around while not completing the scope of work and damaging my house. Its sad that they have a great rating and this is how the handle customers.

  

  Business Response

  Date: 08/08/2024

  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 crew was out on 8/7 and completed the project. The GM and 2 superintendents will be back out on 8/9 to move the equipment and large pieces of concrete that were discovered during the excavation. There is also a siding contractor coming to do repairs on a piece of siding that was damaged.

  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:08/02/2024

  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.

  On June 20th, Foundation Recovery was to come to our home to excavate and repair our cracked foundation and begin install of a French drain on the East side of our house. As of August 1, this work has still not been completed. We have called the company multiple time, at least every other day asking when they will be coming out to finish the job that we paid them to do. We have been advised that they would come out and take care of us, but on each occasion we have had no one from Foundation Recovery show up to do what they said they would do. We have had 4 different foremen and superintendents on this job and none have been capable of following thru to completion.

  

  Business Response

  Date: 08/07/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a crew was sent out on 8/5 to finish the repairs and complete the dirt work.

  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: 08/12/2024

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