ComplaintsforGroundworks, LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aqua Guard took close to ***** to lift my sinking garage floor including the apron. They did not accomplish the task promised and disregard my communication attempts. Please assist.

  Business response

  04/08/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us there was a site visit to confirm that the area had settled and requires additional lift under warrantee. A crew is scheduled for April 11th to perform additional lift of the affected area.

  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

  04/13/2024

  
  ****** ******** *******
  
  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

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday 2/23/24 my 94year old mother signed an agreement with Groundworks after their inspection and recommendations for repair of our crawlspace. The contract included installation of encapsulation products, insulation on walls, and a dehumidifier with a drainage pit. We changed the contract on 2/26/24 to add Groundworks would repair cracks in crawlspace foundation with caulk and sealant at no extra charge as sales rep promised. The total cost was $*********. I paid a deposit of $******* by credit card on 2/26/24. The installation was booked for 3/7 and 3/8. I discovered wet insulation and gaps in some rim joists that the inspector had missed. We again changed the order to include insulation in the rim joists which brought the new total to $*********. The installers arrived on 3/7/24 and told me it would be an extra cost for foundation repair. I showed them my contract and there was a delay with phone calls between the sales rep, installers, and supervisor because the installers were not aware of the updated contract and were not prepared to fix the cracks. The installers were instructed to dig the pit for the dehumidifier discharge next to our brand new furnace where the filter and maintenance access was needed. I requested they move it. There continued to be more issues of miscommunication. The job was completed on 3/11/2024. I paid the remaining balance of $********* by check and credit card. Our home was very cold with the thermostat set between 72 and 74 degrees. After verifying the furnace was fine I called Groundworks. After removing some insulation the supervisor told me their product was not right for our rim joists. Their resolution is to return the charge for rim joist insulation or fill the gap with fiberglass insulation behind the foamboard after admitting that water would find a way back in. These are both unfair resolutions. We must now hire another company to fix their mistakes, compromise the work already done and re-clean all the vents, with more strangers, chaos, and mess in our home while spending countless hours trying to resolve.

  Business response

  04/10/2024

  Thank you for bringing this to our attention. We apologize for the issues and forwarded them to management. The General Manager (GM) informed us he has talked with the customer, offering a few different solutions which she has declined. She wants something that is 100% waterproof that will never deteriorate as well as something natural/chemical free. She said she has another company coming out to give her a bid on spray foam this Thursday but she doesn’t think she’ll go through with it if it contains chemicals. GM told her if she gets an estimate to send over to him to look at it, but can not make any promises that we’d cover the whole thing. GM reiterated to her again that we would refund her the rim joist insulation she paid us and she can use that towards other work, and she won’t accept that solution.

  She asked GM to call back next Monday or Tuesday

  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original service appointment was January 8, 2024. The ******* -technician stated that he needed assistance from another technician to complete the service. The technician scheduled a follow up appointment on his calendar not the company calendar. After no-calls no show the service department on Jan 22th to schedule an appointment for Feb 29th. New appointment canceled and rescheduled as ******* called off sick. New appointment for Apr 1st. This appointment was confirmed on Friday, March 29th for Monday, April 1st. On Monday, another no-call no show. When I reached out to the technician, I confirmed the appointment with he stated "My call got moved to someone else. ******* is the tech who was to come out. He is out sick. Scheduling was supposed to call you. I told my boss to handle it. They should be reaching out to you shortly. Sorry for the inconvenience." This was Monday. No one called. On Tuesday call service at 9:20 am. ****** stated she would inform service manager and worked to get an appt. in the next week. On Wednesday, called again as no one called me. ****** wanted to make an appointment for May 1st. I said this was unacceptable as I have been waiting for service since January. I want them to honor the service agreement on the repair. Website states: PRIORITY SERVICE As a member of our service program, you receive priority scheduling for any maintenance, service, or future install appointments.

  Business response

  04/03/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us we needed a crew to return as it will require more than one person to complete the repair. This caused issues with reschedules trying to get a crew set up for the visit. GM contacted customer and apologized for her frustrations and concerns, and took responsibility for the reschedules. Per customer requested time frame, we have a new date scheduled for Friday, April 12th.

  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

  04/13/2024

  Service was provided on Friday, April 12th. They were able to fix the floor sagging.  The technician stated he would be back the following week to recheck to make sure everything is still good.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A representative came to my home in January to do a free estimate. The estimate was done and the representative stated an amount that was needed to have the work done I stated that I did not have that amount which was over $****** The representative suggested that I take out a loan that's associated with their company, ***** ***. I thought about it,the next day. I gave them a call. Ask them the details of taking out the loan. I took the loan out. I was told that. The work would be done. Workers came out 2/12/24 did the work. It took 2 days they were supposed to waterproof the whole one side of my basement. I was told not to do any renovations to my basement bathroom until their work was completed a week later after the completion of their work. It rained and my basement got wet again. I called them. They sent a representative out about a week after that the next representative came out. He looked at the work that was done. He stated to me that the workers did not complete the work, they stopped short of where they were supposed to complete it because the shower was there and he stated to me at that time. I needed to have the shower removed which entailed demolition. Because the shower is brick because the workers needed to go behind. The spower and I guess they didn't know how to do it, so they did not do that. The representative stated they could come and go in front of the shower, but that would not guarantee their work. Which I feel was unfair because they stated to me that they guarantee their work and not only that, he stated that on the same side of the basement that they were supposed to do the work that if they did additional work over there that it would be an additional charge to me. Which was not told to me at the initial estimate. I would like a resolution to this problem. My basement is continuing to get wet when it rains. Today is 4/2/24. It's pouring down raining and water Is all in my basement and I'm very upset and frustrated about this situation.

  Business response

  04/04/2024

  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 came out on 4/3 to assess the area and perform repairs. At this junction the homeowner must first solve the pre-existing plumbing issues that exist in and around the bathroom area.
  Afterwords we can explore additional work to present a more complete solution to the ground water intrusion problems that were evident during the significant storms these past 72 hours.

  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

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dealing with JES out of Ashland has been a nightmare . This is my second review. See the pictures and night mare I went though on a foundation Repair. I have lived at my current home for 8years. The first five had no water leaking in basement. then over a 2 year period it started flooding from a inside wall 3 or 4 times and only when it rained hard and over a 3 hour period. Called JES and **** came out. I showed him where the water was coming from. He did his inspection including the craw space.. He gave me a cost of **** dollars. I agreed. Jes came out and installed drainage on the outside walls of the crawlspace/ when they were finished I noticed no drainage at the wall where the water was coming in. I asked them why no drainage at the wall where the water was coming from. He made a phone call and said everything will be alright. Well a year later after a hard storm the basement flooded again. Called Jes and ****** came out. I showed him where the water came from and what they did and you could see the puzzlement on his face. He then said the only solution is to dig up the basement from the inside. I asked him about the original sump pump and he offered to check it. He came back and said the problem is holes in the basin the water was draining in the basin onto the sab and to replace the sump and basin for ****. As I pondered what to do we had a good rain storm but no flooding. so I called Anytime plumbing. He came out and said the basin was half full and jigged the pump and it started pumping the water out. So the basin being half full was not draining to the slab. The plumber explained that when the pump didn't work the basin overflowed to the inside the cross space hitting the inside wall causing the flooding. the pump was original to the home. Even through they claim the importance of a quality inspection JES never checked the original pump. Anytime Replaced the pump for a total cost of *** dollars not ****.The work JES did fixed nothing

  Business response

  04/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Service Manager (SM) informed us he talked with customer extensively about the poor communication and errors on the previous contract of August 2022. The scope of work itself was wrong, the engineer drawings were incorrect and the communication during the prep and install were lacking. Once the project was cancelled, there was to be an addendum to finalize what work was actually done which was never sent. 

  SM noted some issues in the area that were missed and writing up a "contract" free of charge to execute this work with plans for this upcoming week.

  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

  04/02/2024

  The General Manager Was able to talk with the customer and have agreed to do a partial refund of ****** considering the poor expectations / communication that took place during the customer journey in '22 / '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 response

  04/02/2024

  
  ****** ******** *******
  
  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

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After I bought the house, JES took 1 month to come by. ******* told me the warranty on my sump pump and battery was 5 years but the JES tech said it was 3 years...he gave me a **** estimate to do the foundation work using carbon fiber straps. There was a lot of pressure to sign the contract right then and there and I was meant to believe if I didn't, I wouldn't be scheduled for a while. I waited 6 months for the permit and was charged kind of an insane amount for engineer drawings that ended up being a singular I beam in an opening. Day of foundation work, team comes out and says they dont have the experience to take out the ducts and they cant get their grinder in the space to do the work they need to do. they also said the I-beam was where an AC duct was and they wouldn't be able to place it. it appeared that after 6 months of waiting and multiple visits from my JES guy, there was poor communication and planning. the whole job was cancelled (which ended up in me wasting PTO and $ on a plane ticket for my father). after I was told the furnace 100% did not need to be removed to do the work, was told Plan B was to have to remove the entire furnace and coil from the room to do the work. My HVAC guy was given the run around and we ended up not going with the project at all. I was told I would be able to sign an amendment to get out of the work and I have yet to receive that paperwork. I had an actual engineer come out into the space and tell me that carbon fiber straps were the wrong solution and I need an I beam placed at the top of the ceiling to hold the wall in place and I hired a completely different company to do that. Now, I have water leaking into my basement and it turns out that JES did the original gutter work on the home and there's a lifetime warranty. I have called to have a team come out to diagnose and repair the problem and no response. its been almost a year. I just called back and they have a whole new set off people working there.

  Business response

  04/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The Service Manager (SM) informed us he talked with customer extensively about the poor communication and errors on the previous contract of August 2022. The scope of work itself was wrong, the engineer drawings were incorrect and the communication during the prep and install were lacking. Once the project was cancelled, there was to be an addendum to finalize what work was actually done which was never sent. 
  SM noted some issues in the area that were missed and writing up a "contract" free of charge to execute this work with plans for this upcoming week.

  
  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

  04/17/2024

  Someone from JES reached out to me and the work that needed to be done on the home has been addressed and completed. I am happy to close the case from my end. 

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent almost ** 3/16/24 to have my basement "guaranteed" to be waterproofed. Yesterday, 3/23/24 it rained and leaked in 7 places and the sump pump malfunctioned and I had to move the float switch manually. I tried to contact the company, the installer, and the sales person and only the salesperson ***** ******** contacted me back. He promised he would stop by Sunday morning to look at the issues and he never showed or contacted me.

  Business response

  03/27/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the inspector who sold the job scoped the pump in the highest spot in the basement.  When we went out to the Job the foreman did not adjust the pump to the location that was the lowest point.  The float switch was broken on the pump and when we had a weather event on the past weekend the water in the system back pitched and started leaking out of the system.  
  

  GM met the crew on location and walked them through why the system failed and the corrective measures to make sure if a job like this comes in that the correct response is to bring the homeowner into the basement, walk them through the miss and submit a change order for the pump location to be changed.  GM then met with the homeowner and assured her that he will be out to add in another sump pit to the low spot when she is back from vacation.  

  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

  03/28/2024

  
  ****** ******** ******:
  
  I definitely want the other sump pump installed when I am back from my trip. I do not want to have to wait to see if it leaks again. As long as this happens, 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

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was supposed to make sure that the foundation was fine after they fix the groundwater and told me that my foreign would be fine after I got fixed, but it seems like the foundation of my house is still starting to tip. The flooring is to go up still even though they told me that wouldn’t happen that they would put something under there And also my fridge. You can hear it going up every day like the whole house is starting to cave in because of the groundwater that they didn’t do properly to make sure that it doesn’t evaporate which I was told when they wrote it up and explained it to me or else I would have never gotten it done Pointless to not make it worse and I don’t know what to do because I don’t have that kind of money I got the money from when my grandfather passed away they got it all.

  Business response

  03/29/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. They informed us the General Manager has a call scheduled on 4/1 after the holiday, to talk with the customer about the issues and set up a site visit if needed.

  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

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We spent ******* on getting our foundation stabilized on an extension of our house. They cut through our electrical line and our RCN line while doing the work. Because of extra digging needed to replace these lines our property is now graded incorrectly, which is caused two major flooding events and cost us thousands of dollars and has basically made our house a lemon with material defects which we will never be able to sell. The company refuses to give us their insurance policy or fix the grading or pay us for the flooding damage which is thousands of dollars at this point and was also an emergency where the fire department had to come help us bail out the water because it was going to cause an electrical fire if it got any higher. the damage caused is carpet a couch drywall we had to buy a sump pump, several rounds of flood barriers, and it destroyed an electrical outlet outside as well. The property remains graded incorrectly almost a year later even though we have reached out to them probably a dozen times to try to get this rectified. Bakers is no longer assigned to the area so another company called BQ basements both under “ground Works” took over the job and added some additional drains, which we found out the other day don’t work either. They also poured concrete that they had to jackhammer up for the stabilization that is falling apart even though it’s the third time they’ve had to fix it. We need to file a claim with their insurance, and they just refuse to give it to us and we don’t know what else to do. Our local utility company had to come out and run new lines and they are sending bakers the bill for that not us because it’s not our fault yet as the homeowners, we keep suffering the consequences of their actions. We don’t know what to do anymore, and cannot afford a lawyer, which is the only way to get someone to listen to us. We desperately need your help. The attached file is a long, detailed explanation that includes the entire timeline of events.

  Business response

  03/27/2024

  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 has visited the customer home to assess the project and formulate a plan to make all the necessary repairs.

  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

  03/27/2024

  
  ****** ******** *******
  
  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

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract Number: ****** I had hoped it wouldn’t come to the point where I’d have to write a review, but this situation just keeps getting worse with each visit. My project started with JES in 2021 when I had ****** ******* take an initial look at my property. In 2022, ***** came out, surveyed the property, and drew up his diagnosis and report. He assured me that the proposed work would resolve the problems he identified. ***** and other professionals visited the property on several occasions; however, the scope of the work was wrongly diagnosed and did not resolve the problem we discussed. There are obvious communication gaps within the company. I emailed and called several times to discuss the project but had to wait months before receiving a call/email back. When the manager came to do his inspection, there were no actionable solutions provided. He suggested to have the doors realigned but this action does not remedy the persistent sloping of the house. They claim to be the best foundation company in the area but do not provide qualified professionals to complete their contracted projects. I am BEYOND disappointed by the quality of work as well as the length of time it has taken to resolve this issue, especially for the exorbitant price they charge. In addition, I have not had use of my basement for over a year and have lost income due to this. At this point, I would not recommend this company to others.

  Business response

  03/26/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us our engineering team has completed the evaluation of the project and is currently preparing the report for the client. Once the client reviews the report, our engineers will schedule a meeting to address any questions or concerns she may have. We will coordinate with the client to determine the most suitable time for us to meet her at the property.

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

*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. ↩