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 has 89 locations, listed below.

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  Groundworks, LLC

  1741 Corporate Landing Pkwy Virginia Beach, VA 23454-5929

  
• 

  Basement Authority of West Virginia

  132 Rocky Step Rd Scott Depot, WV 25560-9201

  
• 

  AquaGuard Foundation Solutions

  875 Pickens Industrial Dr Marietta, GA 30062-3100

  
• 

  Ohio Basement Authority

  2421 McGaw Rd Obetz, OH 43207-4513

  
• 

  Foundation Systems of Michigan, Inc.

  32985 Schoolcraft Rd Livonia, MI 48150-1610

  

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

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We researched AFS before hiring them. They had a "A" rating with ***. They told us it was so expensive bc they were top rated professionals and they would do the job correctly. There were several things they did incorrectly, so it made the problem worse, instead of better. I called & emailed to report issues. They would set up appointments, but it would be 2-3 mos out. They only sent one man & he couldn't accomplish what needed to be done. He rescheduled and we waited another 2-3 mos. He brought another person then he proceeded to tell us we needed to spend more money in order to fix the problem. More Money? Seriously? We gave them our entire retirement savings. They made adjustments to the pillars under the house, After that, we went under the house & one of the pillars that they put in, was laying on the ground supporting nothing. We called & reported it. By this time, our hard wood floors were starting to separate and crack & my ceramic tiles/grout are also breaking! I explained all of this to the customer service rep & asked if they had insurance to cover damage to my floors that the improper installation was causing. They were supposed to find out & let me know. They didn't. We also told them that we wanted them to take out the beams & pillars because they were installed incorrectly and in the wrong places and we wanted our money back, in order to hire someone else to fix it correctly. They said they would send someone back out to the house to talk to us, & it be another 2-3 months bc I told them that I didn't want new/recent hires, we wanted staff w/ experience only. They sent 1 person, it was supposed to be 2. He couldn't fix anything, said it needed to be completely redone. I told him it was too late for that. We wanted our money back. He said that wouldn't happen, but he would tell his boss & get back to us within 1-2 weeksmax to figure out next steps. That was on April 12, 2024. We haven't heard from them since. I have documentation.

  

  Business Response

  Date: 07/24/2024

  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 the Production Manager, Service Manager, and Field Supervisor are going out on the 26th to evaluate the situation and put a plan together with the customer to resolve all issues.

  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: 09/11/2024

  The General Manager (GM) had messaged the customer at the end of last week answering questions regarding certain products on the contract and customer said they would get back to the GM after they think about it over the weekend. GM has not heard from them so far. Every time he reach out to get an update and just simply check in, they stated that they felt we were putting them on a timeline. This was not our intention as the GM was just checking in and currently is still open to negotiate.

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

  Customer Answer

  Date: 09/13/2024

  We are currently speaking with some other experts in various fields, construction, masonry, etc having to do with our situation to try to make the best educated decision we can.  We will provide a response asap.

• Initial Complaint

  Date:07/18/2024

  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.

  On 7/23/23 Baker’s cleaned out my basement and installed their basement waterproofing system in basement. I had done extensive preparation (***** cost) in anticipation. The cost of system was *******, discounted ***. System includes dehumidifier, walls and crawlspace encapsulation, troughs to Installed new sump pump, seal floors, new 3" gravel in sump room, drain pipes from sump to field outside for sump effluent REMOVAL. They repaid **** for water pipe repair installers broke. Sump though operational, NEVER operated. Contacted company in January. Annual inspection included in contract. Earliest appointment 5/29. Inspector agreed my assessment: System takes water to sump room, but water Never reaches sump. Because of Perforated trough TO sump, water escapes to evaporative dry off gravel bed in room. This does NOT remove water from my basement, but cycles the water from dehumidifier to gravel bed, back into air, etc; on-and-on. General manager inspection 6/12 agreed my assessment: proposed various floor sealing which does NOT Address the fact SYSTEM DOES NOT WORK- does NOT REMOVE WATER from Basement! Whole system is predicated upon an operational sump to remove water from basement. Due to FAULTY Design of perforated drain field troughs AND Perforated sump basin, NO WATER Collects at sump and is therefore NOT Removed from my home.

  

  Business Response

  Date: 07/23/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he has sent a proposal to the customer for a Technician to come out to flood test the basement gutter system to check for leaks, and then repair any leaks that are discovered. After the repairs we plan to discuss a solution to enclose the system in a way that is acceptable to the customer.

  Customer has agreed to this proposal and we are working to schedule a date that works best for them.

  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: 08/04/2024

  This complaint is NOT resolved, but Ongoing.  Baker's Waterproofing company representative/technician came out to Inspect problem issue/area on Thursday, August 1st.

  He Proposed actions for POTENTIAL resolution, scheduled for 8/21.

  Thank you, * * 8/4/24

• Initial Complaint

  Date:07/18/2024

  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.

  After steel piers were installed on 6-3-24 and less than 30 days after backfill piers sunk approximately 2 feet creating water issues and very uneven soil. I have pictures to verify. FRS needs to come back out and tamp down the soil so further erosion does not take place.

  

  Business Response

  Date: 07/23/2024

  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 Technician is scheduled for 7/29 to come out and address any repairs and tamp the soil flat.

  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: 07/23/2024

  The response of FRS was turned around quickly and they are coming back out to fix the problem.

  As soon as they come out and do the fix, I can then give a satisfactory mark as soon as I verify the work.

  Will that work?

• Initial Complaint

  Date:07/16/2024

  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.

  This company refuses to complete the job as promised and will not address repairs and poor workmanship. They keep promising to come to check out my issues but have failed to keep their word or show up when appointment was made. My basement is wet and I have a constant water hole in my front yard. Part of the gutter shield is popping up and my brick sidewalk has been compromised because they did not dig deep enough according to specifications. I am still paying for this "work" and am being ignored by the company.

  

  Business Response

  Date: 07/16/2024

  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 Inspector will be out on 7/23 to assess what still needs done or repaired.

  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: 07/16/2024

  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 Inspector will be out on 7/23 to assess what still needs done or repaired.

  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:07/16/2024

  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.

  Date of inspection and down payment for job to be completed: 4/24/24 Job completed: 5/7/24 which was a full perimeter drain tile install with sump pump. Problem I’m have is one side is still gettin water in house. Finally had the superintendent come out 7/10/24 after multiple phone calls to the company with a promised return call which never happened. Along with the phone just hanging up while on hold waiting to talk to him. When he was out he said that they would contact me to setup a date to come out and fix issues. As of today 7/15/24 writing this I have emailed the superintendent and have not received any contact from them about coming out to fix. It has been next to impossible to get this problem resolved and I’m at a loss as how to proceed other than going forward with legal action to get this taken care of one way or another.

  

  Business Response

  Date: 07/22/2024

  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 the Production Manager(PM) went to the home after the area received almost 4 inches of rain. That allowed the PM to visually see problems with the installation. As Customer is off work on Tuesdays and Wednesdays, repairs have been scheduled for Tuesday (7/23).

  
  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: 07/24/2024

  
  ****** ******** *******
  
  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:07/15/2024

  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 was guaranteed by the original salesman that this waterproofing would completely fix our drain fly issue. We were told by a professional plumber that there was no way to guarantee that and as soon as they saw the flies they should have told us to contact a plumber. So now we owe them almost ****** and on top of that ******* to a plumber.

  

  Business Response

  Date: 07/15/2024

  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 and listened to her concerns. Baker's Waterproofing agreed that Baker's would retain the cost of the sump pump and pit that was installed, and would return to her the remaining price of her project. Customer agreed that this was an acceptable solution. GM told her that he would be following up with her with specifics as to the amounts and what to expect next. 

  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: 07/16/2024

  
  ****** ******** ******:
  
  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:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* came to my house on April 13, 2024 to give me a free quote and advise what they can do. Had another company also coming a few weeks later for another quote. ******* advised in order to hold my price I had to give them a percentage or my price would go up. I gave them my check for $******** in order to hold my quote in case they were lower. Also, had been advised that if they were selected, their team would move everything away from my basement walls and garage walls. They sent two guys a few weeks later just to get a feel for the job and determine what all would be needed and I was told they never move stuff away from the walls. That is 100% my responsibility. Totally lied to by the rep. Also, the other company that quoted was way better in their offer and assistance. Called ******* back on May 30 when I didn't hear back about my refund and was told it would be handled. Still no refund and had to call them again on June 21 about my refund and found out they never canceled my order or even started the refund. Was advised the refund would be expedited. Now July 11 and still now refund and cannot get anyone to return my calls now at all. I want my full refund and now I know never give a down payment to ******* to hold your quote because you will never get your money back. I could have left that money in my Savings CD earning 4.9% interest which I have lost out on for the month of May, June and July. I think they even owe me interest on my money that they are not returning.

  

  Business Response

  Date: 07/16/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that he talked with the customer to let her know the refund was send in June, but the PO box impacted the receipt of refund check.  The GM expedited the reissuing of the check.

  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:07/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with ***** ******* from Groundwork's Denver to install an intellijack system in my crawl space to support a saggin floor joist. ***** assured me removing the existing supports was included in the contract. On the morning of install the crew supervisor told me that was not in their orders. Through out the installation process I recieved conflicting infromation from the crew and various supervisiors and eventually the production team and the general manager ****** ********. This went on until I forwarded ****** emails from ***** and insisted the work be completed the way ***** told me it would be. I had to call back again and ask after the crew a week later to get them back to do the clean up. The clean up did finally get done. The bigger issue is the crew failed to take any precautions to protect my firnace which is just inside the crawl space entrance I let them use because is the quickest way in. I had someone come out to clean the furnace this week. He was unable to clean it because the damage the crew cause is so extensive. The furnace needs to be releveled due to being lifted on one end so they could put the a footing under it. That footing was not supposed to go there in the first place but the crew moved because "they have 6 inches of play" from the engineers design. The crew dripped cement into the inlet for the gas line which then dripped into the inducer motor ruining it. Also it looks as though that end of the furnace was used as a step down or buckets of cement and drainage rock left on it. I relayed this information and attached the plumbers invoice and pictures to ****** and *****. I expressed that due to the constant stream of conflicting information all further communication will need to be email. I recieved a phone call from ****** ***** and a voice mail to call him to discuss repairing the furnace it they indeed did cause the damage. ****** also emaild me to call him and I responded I will only use email. No further responce.

  

  Business Response

  Date: 07/09/2024

  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 Rock HVAC going out on 7/16 to address the furnace repair/cleaning. 
  Once that is complete, GM will follow up with the customer to make sure all is well 

  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: 07/18/2024

  
  ****** ******** ******:
  
  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:07/06/2024

  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.

  AFS installed "SettleStop Floor Support System" and Supplemental Beam in January of 2023. Issues of major settling and cracking were reported to AFS employee in November 2023, but we were told that the warranty would only cover interior damage that we fixed and then had subsequent damage. We are asking that AFS pay for the structural engineer report, the additional work that we had to pay a second foundation to do to repair the foundation and the cost of the interior damage totaling *******. Several attempts to work this out with company have failed after Mr. ****** (AFS manager) visited crawlspace, admitted to seeing some issues, and then told us that he would try to help us out as much as possible on the claim. Timeline of events is attached.

  

  Business Response

  Date: 07/17/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that after reviewing with our legal team, there are a few stipulations that halt us from being able to provide relief for the customer,
  
  A. Customer is not the original homeowner who contracted work.

  B. The work completed with original homeowner, was altered by another company, American Foundation & Waterproofing (competitor), by this current customer.

  C. No opportunity was provided to AFS Foundation & Waterproofing Specialists to cure any alleged deficiencies brought forth by the Structural Engineer Report.
  

   

  Thus, the demand for ******* is being denied and a revised statement from Legal is being e-mailed 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.

  

  Business Response

  Date: 08/14/2024

  AFS Foundation & Waterproofing Specialists is currently holding firm to our position regarding this client situation. Our warranty was voided with the alteration of the existing product by a different company, at the request of this new homeowner. With the direction of our Legal Team, we have declined her request for the resolution to pay for the work of a different company.

  Customer Answer

  Date: 08/14/2024

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

  AFS caused damage to the interior of my house and took pictures of such damage on November 7th as I have submitted via the service record provided to me by AFS.  Yet they refuse to take accountability for the action and inaction that led us to this point.  

  On a separate note, AFS should know that since January I have had medical issues that I believe have been caused by the mishap that happened during the encapsulation process performed by them on October 11, 2023.  While soda blasting the mold in my crawlspace, the panel underneath my bathtub popped out and unknown to me, I walked into a room filled with baking soda and mold.  Your men wore protective gear but I was told not to worry because it would not be harmful to me. However, because I was feeling tightness in my chest in January, I visited the doctor and they found a cluster of nodules in my lungs.  It grew from 6 mm in January to 4.39 cm in August.  I have had three CT exams because of this, a lung biopsy, two weeks of antibiotics and a week of steroids and it is still not resolved. 
  

  I would like AFS to respond on this issue as well as reconsider paying for the damages to my home please.

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

• Initial Complaint

  Date:07/02/2024

  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.

  Having issues with the foundation we called two companies and decided to go with Foundation and Waterproofing Specialist (AFS) out of Huntsville, Alabama. They sent out their representative to our home to evaluate our foundation problems and give us an estimate. After going under the house , the representative whose name is *** *******, he came back into the house and showed us pictures on his computer and told us we had water issues also in our crawl space besides the foundation needing to be leveled. He said the total for correcting the foundation and to install a sump pump would be around **********. To get started, *** ******* told us we would need to put down ********. We told him we would think about it and later we called him back to return to our home to agree to do it. When Mr. ******* returned, we told him we would do it and we would put ******** down. At the time we signed the contracts, he said the sump pump would be wired electronically. He deceived us into the fact that the company would be responsible for the electrical work. We thought AFS would be installing the electrical. As we were signing the contracts we were told they were for the work being done. At the time we did not know we were signing for being responsible for the electrical. Also that day *** ******* told us he would see the job done from beginning to the end and that he would be at the house at the finish of the job to make sure it would be done to our satisfaction. He never showed during the job or at the end. My wife called him a few days after signing the the contract and found out he was not coming back to the house at all. The electrical work was paid by us at an additional *******. The workers from AFS left the sump pump connected to an extension cord which the manual they left states do not use.

  

  Business Response

  Date: 07/05/2024

  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 After talking with the customer, GM offered to reimburse him for electrical, as well as the GM and the Production Manager will go out and double check the quality of the job on July 16th.

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