ComplaintsforGroundworks, LLC

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On September 26th a technician (****** ***) came out to drain my hot water heater. After 39-35 minutes ****** said the job was completed charged me ******* for the visit and gave me a quote and estimate for getting a new hot water installed. October 1st I had to call ** again because the water was still coming out of the hot water heater. A second technician was sent out October 2nd (**** ******) this tech stated that the tank had not been drained the first time. He then starts the drain again, but leaves before the job was completed attached my water hose to the tank and left. I have had water leaking on my floors since September 25th. The customer service Manager reached out to ask if I wanted to go ahead and get the new water heater installed by **....they haven't stopped the water from leaking, I don't trust them to do a new install. Could I please be contacted for a refund for services not rendered. Respectfully, ******* *******

  

  Business response

  10/03/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us She contacted the customer and talked about how he felt he did not receive a service worth what he paid. He explained his frustration with still having a leaking water heater. He admitted it is aged but has refused to replace it as well as multiple offers from our team to remove the old leaking water heater even if he chooses another route for replacement as it will continue to leak because it is so old and damaged. It is full of sediment making it difficult to completely drain. Understanding his frustrations, the GM has refunded the **** service fee.

  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

  10/14/2024

  good mnorning this issuse has been resolved...thank you for my assistance 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 7, 2020, Our HOA contracted JES, represented by ***** *****, to repair a sinking foundation. The engineer recommended 10 push piers (6 outside, 4 inside). However, JES encountered difficulties drilling through thick concrete and rock, leading them to advise just 6 outside piers By January 16, 2024, we observed cracks and exposed push piers above ground, deviating from the original diagrams. May 2024, we reported significant soil erosion around the piers and additional cracks in the building. JES's ****** ***** summarized his findings in an email, noting small sinkholes and a potential void under the slab, recommending additional polyfoam injections. JES only returned to fill the sinkholes with dirt, no gravel. Follow-up visit July 18 and 20, JES representatives claimed the piers were functioning properly and attributed the issues to rainwater drainage from the parking lot. On August 6, 2024, ***** ***** from JES reiterated that the piers were stable, but foundation issues due to a thin, non-structural concrete slab (2 inches thick), inadequate for supporting the structure. Counter to JES's original reason for not installing the 4 additional piers. While the front foundation was stable, significant sinking in Unit 2 was noted, with potential contributions from water erosion and burrowing animals. ***** said cracks were a result from the house "breathing" and not of the foundation. The HOA consulted three foundation companies ** ***********, *** *** ****, and ** **********. All confirmed the visible damage was due to foundation sinking, criticizing JES for not adequately anchoring their piers and for omitting the originally planned interior piers. Advised against using foam Foundation issues in the rear extension, stem from inadequate repairs and changes by JES. The foundation's integrity remains compromised, necessitating urgent further action. The HOA has contracted ** ********** as there is no trust with JES and seek financial compensation for new repairs.

  

  Business response

  10/04/2024

  JES has been responsive to Mr. ****** outreach, communications, and concerns.  JES completed the work under the negotiated and executed Contract dated December 11, 2019 in a workmanlike manner without problems, delay, or issues.
  
  Mr. ****** complaint is based upon expectations and concerns that are outside the scope of the Contract.
  
  Accordingly, the *** complaint is without merit and should be closed.
  

  

  Business response

  10/08/2024

  JES has been responsive to customer's outreach, communications, and concerns.  JES completed the work under the negotiated and executed Contract dated December 11, 2019 in a workmanlike manner without problems, delay, or issues.
  
  Mr. ****** complaint is based upon expectations and concerns that are outside the scope of the Contract.
  
  Accordingly, the *** complaint is without merit and should be closed.

  Customer response

  10/09/2024

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

  Seeing how Groundworks/JES copied and pasted their first response for this last response, JES clearly did not read my complaint nor examined the files I provided as evidence.JES were tasked with stabilizing our foundation and preventing the foundation from sinking. well within the scope of the project.

  I provided evidence that JES did not follow the specifications from their own engineer's recommendations to solve our foundation in 2019. 

  I gave evidence JES's reps gave us contradictory information regarding our flooring which lead them to not install enough piers to prevent our foundation sinking. That the piers were installed incorrectly above ground as opposed to below ground like their supposed to be in their own documents I provided. I also provide evidence that they installed a pier that cracked our foundation and is compressing a wall.

  I gave evidence of JES telling us damage to our structure was due to temperature changes and the structure "breathing". While we had three other foundation companies visited and informed us the damage was due to the foundation sinking and JES's poor workmanship

  
  Sincerely,
  
  **** ****

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  After paying deposit of ********* making loan for additional ******** and signing papers, I was told about additional work that I had to have done before they could do my project. Extra cost around ******* I was not given a copy of anything that I signed. I asked salesman for 2 days to get me a copy. On day 3 I received copy of contract which stated, " You may CANCEL this transaction, without any penalty or obligation, within THREE BUSINESS DAYS from the above date." "To cancel this transaction, mail or deliver a signed and dated copy of this cancellation notice or any other written notice, or send a telegram, to: *** ****** *** ** **** ******** ***** ********* ** *****" I was able to send a certified letter on day 3 to the address listed. I got notice that from ****, "No Access to Delivery Location". My check I wrote has been cashed. I have reached out for legal advice. Paper also states, "If you cancel during the cancellation period, Contractor may keep all or part of your cash down payment, but in no event may Contractor retain an amount in excess of **** percent (*** of the contract amount or the amount of the cash down payment whichever is the lesser. If after three business days the transaction has not been canceled, then the deposit will be non-refundable." Very shady dealings so far. I need my money back. I need this resolved. I told salesman on day 3 that I needed this canceled. I havent heard back from him. I have contacted loan company to cancel and contacted bank for stop payment on any further withdraws.

  

  Business response

  10/03/2024

  Thank you for bringing this to our attention. We apologize for the confusion and have forwarded them to management. The General Manager informed us has contacted the customer and ensured her that we are processing the cancelation at this time and issuing a full refund of the deposit.

  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

  10/09/2024

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

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The foundation on my house was repaired by this company close to 3 years ago and since then the house started settling on the same area where the repairs were done. I’ve been trying to contact this company for more than a month now to inspect the foundation settling and do the necessary repairs but I have not received a call back.

  

  Business response

  10/09/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the Field Superintendent is doing a site visit on 10/10 for elevation checks and determine possible next steps as we only piered half the house back in 2021. 

  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

  10/10/2024

  
  ****** ******** ******:
  
  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

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my basement waterproofed in June 2024. While reinstalling carpet in one of the affected rooms afterward, it was found that the concrete was cracked. Aquaguard is saying the nails from the carpet track broke the concrete. They are willing to repair the concrete free, but not willing to pay for the wall to be demolished or repaired after they are done. It was not communicated to us that we could not nail the carpet track into the concrete. There was carpet in the room when the salesman, ******* *********, came out on 6/3/24 to look at the job and he did not mention we would need to use liquid nails when reinstalling the carpet. There are not enough characters, but there were three items not mentioned by ******* ********* when he came out on 6/3/24 for the initial sales call that have negatively affected this job. ******* had no problem making a sale and throwing out that he partly owns the company. If that is true, he should have told us those things unless he just wanted the warranty to be voided so they wouldn't have to pay anything. Also, nails can be used in concrete. This is low grade concrete to have cracked. I want Aquaguard to pay to have the wall demolished, I want them to fix the concrete free, and I want them to pay to have the wall repaired and painted afterward. Thank you, ********* *****

  

  Business response

  10/01/2024

  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 Service Tech will be out on Oct 7th to demo the small section of wall.  He will also demo the short section of concrete and repair it.  Then, we will have a crew repair and finish the dry wall per the customers request.

  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

  10/01/2024

  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 Service Tech will be out on Oct 7th to demo the small section of wall.  He will also demo the short section of concrete and repair it.  Then, we will have a crew repair and finish the dry wall per the customers request.

  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

  09/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  See uploaded correspondence for details. The musky/damp order persists in my basement, and the equipment is not meeting expectations described to be by the Technician who installed in (9/5/2023). My expressed desire is for BQ Basement to schedule a visit to home and retrieve the Dehumidifier- Model # 21617 ASAP. And, return the full amount of money for the equipment, and warranty that was financed thru ******** Program back to them to void the contract.

  

  Business response

  09/30/2024

  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 is scheduling her air system to be picked up and refunding the amount.  

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

  

  Business response

  09/30/2024

  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 is scheduling her air system to be picked up and refunding the amount.  

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

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased a home and was advised by our inspection that the foundation needed new shims under the home. The work was estimated to be between ********** based on the structural engineers expertise. We called AFS to come provide an estimate. ***** (new to his job) came out and advised we needed close to ******* in work done and additional work would be needed in the future but was not crucial at that time (he didn’t want us to spend more than we needed!) ***** advised this was due to mold under the home. At this time, my son was experience health problems and being seen by a doctor. I believe mold was the issue. ***** got us on the schedule for this work and the crew came out and completed the job. The foreman was not on site for the completion of the work and they came in and he advised the issue was not fixed and would speak to his foreman. He left. No call. No nothing. Our home had 2 cracked walls, doors wouldn’t shut, and my front bedroom was literally sinking. After battles with management, additional work was done and was discounted a few **** dollars. Study advised they would return to check the work. At the time it appeared they did the work and was paid the additional amount. Now we have called and emailed to get on the schedule because my doors still don’t shut and another cracked in my wall. The door that was installed is busted and the lock is falling to pieces. Messy work. No call back, no answer on our efforts to this issue fixed. I do not have the money to spend to correct this issue that has now ruined this home. I hope you can please find it in your heart to please help us with our new home. We spent our entire retirement to purchase this home for my five kids to grow up in, and you have ruined this due to the lack of efforts and hard work of your management. I am sure your response will be like the others and appear as if something was done correctly. It was not, please help us fix our home.

  

  Business response

  10/01/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed has called/texted/and emailed the customer daily with no response back. It is possible they were affected by the recent hurricane weather in the region.  GM is continuing to attempt contact.

  To address your concerns, please reach back out to the Management that have been trying to contact you.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In the encapsulation process they let an area open to outside air in the craw space, therefore the craw space is not sealed off to outside humidity and air. Unacceptable replacement of the door to the craw space. It has skill saw marks in the door.

  

  Business response

  10/01/2024

  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 Production Manager took a crew out on 9/30 to reinstall crawl space door and seal the remainder of crawl space.

  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

  10/05/2024

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

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ohio Basement Authority was hired to level concrete, stabilize concrete and repair concrete around our in-ground pool. A project price was agreed upon and on 6/6/2024 I submitted a deposit payment of *********. On 8/19/2024, towards the end of the workday, workers arrived and began the process of lifting a section of sunken concrete. Several holes were drilled in the pad at which point foam was injected in an attempt to raise the concrete. Workers left for the day and returned the next morning to continue the process. After a couple hours, the workers informed me they were unable to lift the sunken concrete. This section of concrete now had two (2) new crack points from the lifting attempt. Foam was splattered in and around the pool edge and concrete dust had accumulated on our privacy fence surrounding the pool from drilling and sawing. The workers asked if I wanted them to move on to additional stabilization and concrete repair. I informed them I wished to halt the project under further evaluation. After consideration, the decision was made to suspend the project due to the now apparent need to demolish and repour the concrete around the pool. I concluded the services from Ohio Basement Authority were no longer needed and not appropriate for the project. OBA agreed to halt the project and send a supervisor out for a "site visit", to evaluate the work that had been done. This site visit was scheduled for 8/27/2024, 10am. The supervisor for the visit was a no call, no show. I called the supervisor's contact number, left a message and my call was not returned. I called the main office, and a message was to be given to the supervisor to contact me. Again, no call was returned, and I was not contacted. I would again call the office, and a message was left to have a higher-ranking supervisor call me. Supervisor ******, called from OBA and I asked for a refund of majority of the deposit. ****** stated he would evaluate and call me back. I haven't heard back from OBA.

  

  Business response

  10/01/2024

  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 last contact with the customer was on Friday (9/26) via email, stating that GM would like to set up a site visit to look at the areas where Ohio Basement Authority (OBA) performed work that customer is dissatisfied with the amount of lift. His original email stated that he is very busy with work and can only communicate via email at this time. GM has not received a response back from him and has sent follow up emails this week as well.
  GM explained that per the contract, OBA guarantees stabilization, but not lift. GM did tell the customer that GM would like to have a conversation with him regarding his dissatisfaction with the amount of lift achieved by the crew and come find a resolution with him. 

  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

  10/01/2024

  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 last contact with the customer was on Friday (9/26) via email, stating that GM would like to set up a site visit to look at the areas where Ohio Basement Authority (OBA) performed work that customer is dissatisfied with the amount of lift. His original email stated that he is very busy with work and can only communicate via email at this time. GM has not received a response back from him and has sent follow up emails this week as well.
  GM explained that per the contract, OBA guarantees stabilization, but not lift. GM did tell the customer that GM would like to have a conversation with him regarding his dissatisfaction with the amount of lift achieved by the crew and come find a resolution with him. 

  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

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Bay Area Underpinning did metal screw jacks and pump placement for water drainage in a crawl space with moisture problems in late July 2024, but did not let me know ahead of time that new electrical wiring will need to be done by me separately for the pump. They used temporary extension cords for the pump system on 8/1/24, and told me to get an electrician as soon as possible to get the wiring done on my own. When the county inspector came out on 8/16/24, he noted the pump was never mentioned in the permit application they submitted. The inspector asked the company rep to make changes on the permit application and schedule another inspection. More than 32 days later, Bay Area Underpinning still has not done anything for the permit despite my multiple phone calls. The house floor is still creaking after their work, so I asked for the initial inspector to come out and check on the work they did. The company did not respond to this request for more than a month as well. The office person who picks up the phone stated they never include the water pump in the permit applications even when they put them in the crawl space/foundation routinely. This seems to be a highly shady and unethical business practice. It is hard to believe that any county inspector would let a company get away with such irresponsible behavior. The office person also told me to go ahead an file a complaint rather than trying to help or resolve the problem. Her supposed manager never materialized. This company seems to be solely interested in making profits without checking on the quality of their work, filing incomplete permit applications, and not giving prior notification to the home owner about a crucial part of the work they will leave out for the home owner to pay separately. Their online reviews also seem to be generated by someone hired to make fake positive reviews as well, most of them posted right after true negative reviews to counter the effect.

  

  Business response

  09/28/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) informed us that he made contact with the permit tech with Monterey County, and she confirmed for Bay Area Underpinning (BAU) to submit a revision with the sump pump installed on it. This will be submitted next week. GM also submitted an inquiry for the customer for what the electrical permit would cost for them. BAU will not be able to file an electrical permit though as we are not licensed to do electrical work, which is why BAU have it in the contracts as the customer’s responsibility. That will have to be done by the customer's electrician who installed the outlets for them. When we have the approved revisions issued by the building department, we will reschedule the final inspection appointment and have a technician come out to adjust the floor supports customer asked to be adjusted. Please note though that as stated in our contracts, BAU does not guarantee level floors. We will adjust as possible to achieve the best possible outcome, but do not guarantee it.

  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

  09/30/2024

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

*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. ↩