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Complaint Details
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Initial Complaint
09/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
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 response
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
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
08/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
08/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
08/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
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 response
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
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
08/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.
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Customer Complaints Summary
634 total complaints in the last 3 years.
222 complaints closed in the last 12 months.