ComplaintsforGroundworks, LLC

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had foundation recovery systems come out and install 6 piers. For a couple months I have been trying to get them to come back out to clean up all the rocks (thousands) and concrete chunks that were left behind from diggingthe yard and tearing up the concrete. Every time I get in touch with someone all they say is that they will pass it along or escalate it for me. Nobody has attempted to contact me to resolve this issue. If it’s this difficult to get them to clean up the mess they left behind who knows how hard it would be to get any warranty work done.

  

  Business response

  09/27/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a crew is scheduled to return on 10/2 to pick up the rocks and regrade the 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

  10/02/2024

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

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Contracted alpha foundations in August of 2023 due to a leaky foundation. The sales rep came out to inspect and determined foundation had cracked and sunk. He convinced me that if we purchased their repairs this would solve our leaky foundation. They completed the work but the foundation continues to leak. We paid over ******* to still have the same problem. They attempted to redo the job multiple times but the foundation counties to leak. They stopped replying to my reports of ongoing leaks.

  

  Business response

  09/27/2024

  Thank you for bringing this matter to our attention. We would like to respond to the complaint regarding the water intrusion concerns at the customer's property.

  We want to clarify that our company, Alpha Foundations, was contracted specifically for foundation repair services, not waterproofing. Throughout our engagement, we have completed all the contracted work as agreed upon. In our commitment to customer satisfaction, we have returned to her property multiple times to address the water intrusion concerns, which is outside the scope of the contracted work. We have thoroughly assessed the situation and have implemented various solutions within the scope of our expertise. Unfortunately, we have exhausted all available options to rectify this issue, as it falls outside our original contract.
  

  We appreciate the customer's patience and understanding, and we remain open to discussing further steps she may wish to explore. Our priority is to ensure that all our clients feel supported and informed.

  Thank you for your understanding.

  Customer response

  10/08/2024

  I have been trying to contact ******** at Alpha Foundations without being able to reach him. I contacted the local office and have asked for a call back. The company has not returned communication. The issue is not resolved as they were contracted for water intrusion issues. Their employee ****** ********** misled me by saying that I had foundation issues that needed to be repaired and that he was sure this would stop the water intrusion. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** ***down payment for foundation repairs currently making payments for a service that is not correct.Service Manager **** ******* came out to inspect and took pics. And wrongly informed me before he left guys are paid by production! That is not what a Service Manager should be sharing to a customer! I call a professional to fix my foundation I trust you will make my home safe! This is My Life, Family And my very hard earned money,still paying monthly, the dining room floor wife has tripped 3 times over the wood flooring! It’s a danger in my own house! He says he’s not sure if they can get that back to normal! Because they installed beam in wrong place! I showed him several new cracks that had developed in the entryways.My real hardwood floors is now sagging more due to production pay over quality! Master shower drain now with minor leak on my new encapsulation he took pics! Why ain’t he doing anything ?He Found that installers knocked off my dryer vent going to the outside not just 1 section like 5.So it has been blowing lint everywhere under house for months I spent 4 hrs under my house to repair it and clean up. I know for sure it was secured with straps because I was under house during encapsulation and looked. While I questioned the sistering process. Manger took Pics of jacks installed leaning because no bases.He got pics of sistered joists that is not correctly snug to subfloor before attaching to existing joists and not crossing over main support beams the boards were cut short faster to go between so they are not any benefit. He claimed they didn’t install those brand new sister boards because of a different color screw head wow! I sent email beginning of July he informed me that he would get this fixed ASAP.It is now a few days from Oct? I keep getting a text for my annual check I confirm, no one calls or anything I am seeking rest of my balance to be taken off so I can afford professional to come in and fix my home! Pics,documents ready for next level!

  

  Business response

  09/25/2024

  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 scheduled a crew scheduled to make necessary repairs on November 4th (at the customers request). Crew will be adding 3 more supports, moving 3 supports and fixing 2 improper sister joists. 

  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

  09/26/2024

  Hello,

  We have a complaint for some house joists that need fixed. It was a failure by the crew and the old Service manager dropped the ball before leaving the company. So the complaint is valid.

   

  Our GM and Production Manager went out yesterday (9/25) to talk about his concerns and assess the property to make a repair plan. They made a plan that the customer agrees with, and at his request, is not until November 4^th. According to the notes by the GM right after the meeting, he is not mad anymore, just wants the areas we did work in, stabilized.

   

  So I made a response to the *** stating as much. (In more words, basically “Doing repairs on 11/4’).

  He rejected the response with a long answer basically saying “I don’t believe you”

  Which, ok. We understand his trust in us is low, but there is nothing for us to respond to for this rejection.  The GM said he thought he was being friendly and when he left, the customer was happy we were addressing his issues.

   

  If the complaint needs to stay open until work on November 4^th, that is fine, but there is nothing for us to respond to in the rejection in the next 10 days.

  Customer response

  09/26/2024

   The Old Manager discovering drain leak in shower that apparently has left the company asap. His pics of course were not turned in for 2 months of no contact only heard from the loan company a payment reminder but No worries I will get that shower pulled out and replace with new plywood from my shower drain leaking from lack of supports Just Remember that saying you said hey if we quote you *** we’re more likely not to get the job. over a *** quote just Close this *** case! I’m done. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted the company to put in a a draining system in my basement so it wouldn't flood. I did the demo, left one stud up on the wall. Spoke to the crew told them I left it up due to its proximity to electrical, they said no problem we will handle it. They did the job, I looked over the floor, where they did all the work, it was fine. Two days later I happened to look up at the stud they cut, which is holding braces for my drop ceiling. When they cut it they twisted and pushed up the stud, which in turned bent my brace for the drop ceiling. I called them to ask them to come repair it. They took a week or so to return my call. I than received a call from a field manager saying they will call back to schedule someone to come back. It's been almost a month and I have not heard back. I want it fixed.

  

  Business response

  09/24/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us the Field Superintendent going out to home on 9/26 to bend the framing back. The customer is ok with that as he just wants the framing pushed back in place.

  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

  09/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The previous owners of our home had our crawl space partially encapsulated and had a sump pump and other equipment installed by DRY PRO. Since we bought the house 2 1/2 years ago, we have had it inspected annually by DRY PRO. Last year they tried to sell me extra work on the crawl space, which I declined. This year, **** ***** did the annual inspection August 26, 2024 and told me we had insulation that was falling from the ceiling because it had probably been wet at some time, we had mold on the wood joists and we should upgrade the encapsulation we had. He showed me pictures of the insulation and wood. He emailed me an estimate to replace the insulation, spray the mold and upgrade the encapsulation that said it would cost *******. I had two other companies inspect the crawl space on September 11, 2024 and both told me it was completely dry, had no mold and needed no work at all. I have pictures from one of the companies validating this. He also said the last inspection date written on my equipment was May 2023, so I doubt an inspection was done on August 26, 2024. I believe the pictures I was shown were fraudulent. When I emailed **** ***** about the results of the other inspections and asking if he had actually completed an inspection, I received no response. I have disputed credit card ******* charge for the inspection and expect a refund.

  

  Business response

  09/23/2024

  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 went out on 9/4 and made the corrections. We achieved lift however the customer stated it's still not 100%. GM has a site visit on 9/25 with the Inspector and the Sales Manager to check elevations, and the work performed.

  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

  09/25/2024

  We apologize for the confusion. 

  Our GM reached out the customer Tuesday, 9/24, afternoon and again this morning to follow-up on the project pictures sent.  Customer has not yet returned calls or text message.  GM is refunding the *******. Refund it currently being processed.

  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

  09/25/2024

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

  Copy of my response on 9/24 is included so incorrect that I had not responded. 

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

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired JES to encapsulate the crawlspace in my home. Workers came in early April to perform the work. They indicated that someone would check back to ensure that everything was properly installed and working to my satisfaction, and there would be an inspection by the City. I reached out numerous times with a question about how the system was working and to inquire about the inspection. I was told someone would contact me about scheduling a visit. To date, no one has contacted me to get any further inspections or visits scheduled. I have emailed and called to no avail. The last communication I had was August 5 in which a sales representative indicated that the person who would do the scheduling was in a meeting and would be getting in touch with me shortly. That was six weeks ago and I have yet to hear from that person, despite follow-up requests for an update.

  

  Business response

  09/24/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) a crew went out on 9/18 to complete repairs. GM sent the customer a copy of the passed inspection ticket from the permit office and added a complimentary annual service to ensure that all is working properly. GM also did a walkthrough with the customer and had a third party engineer inspect the work as 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 response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is inaccurate. 

  While filing this *** Complaint was successful in getting someone from the Company to come out and address a few concerns I had and had been trying to get addressed since April, in the course of corresponding with this Company, I learned that the inspection report they submitted to the City of Richmond relating to this project was fraudulent. The individual from the Third-Party inspection company that attested to having inspected the property did not actually inspect the property and even admitted to this in a phone call to me. He claimed he did not have to actually inspect the property in order certify to the City that it met all current code requirements—rather he claimed he could just look at some photos. I have since reviewed the City requirements for Third-Party inspectors and discovered that he does, in fact, have to visually and actually inspect the property in order to attest to having inspected the property, as you might expect! But more concerning, I learned that this person is not licensed with any entity in the ************ ** ********, despite City requirements that he be licensed. Further, his business is not registered with the ***** *********** *********** nor does he have an active Virginia Business license, both of which are requirements the City expects Third-Party inspectors to meet. I have reported these issues to the City.  When the Company tried to send him back out to my property to have him “inspect” it for my peace of mind and in response to this *** Complaint, I declined having an unlicensed contractor who is not affiliated with any business actually authorized to conduct business in Virginia come on my property. Thus, the statement in the Company’s response that they sent a “Third-Party engineer” to my property is false on three counts: 1) because he never inspected it in the first place despite the Company submitting a document to the City of Richmond in which he attested to having inspected it on August 5, 2024, 2) because I refused to have a unlicensed contractor from an unregistered business on my property, and 3) because that individual does not claim to be  (nor is he) an “engineer.”

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

  

  Business response

  10/04/2024

  Management spoke with the customer and was able to schedule **** to complete a final inspection on 10/7 at 3pm. Production Manager will be there to meet the inspector on site.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Summer '23 my patio was becoming unlevel and the brick foundation was showing a lot of cracks. I called two local businesses. ** ****** Foundation was higher in price even after discounts, but I felt comfortable with their reputation so awarded to them. The job was set for Nov. 20, but I got a call that they did not have permits. On the 27th I had not been rescheduled so checked with the county. Permit was issued on the 15th, days prior to the original date. After I called the job was finally scheduled for Saturday Dec. 2nd to do pier installation and poly injection into the patio to level it. There was a light rain all day, poly didn't get done until after dark by floodlight. When things dried out I was able to inspect the work. No lifting was apparent (I have photos) and the patio still had water pooling. I contacted the salesman and after emails back and forth the message was basically that they only guarantee stabilization, not that lifting would be accomplished. The patio leveling was not even mentioned. A few weeks ago I noticed the earth collapsing next to the piers. I again contacted ** ******. I was told it wasn't a concern and I probably just needed to fill the holes with gravel. I said I felt this was their responsibility and was told my message would be passed on to maintenance and that "hopefully" they'd be back to me soon. This is the same message I continue to receive from ** ******. I have at various times copied other ** ****** associates including the Gen. Mgr. and sent photos. I was just now told that I might get better results by calling, and a number was provided but no contact name or what department. I've been in that phone shuffle too many times. It is now nearly a year since my first contact with this company and I've been less than satisfied with any aspect of dealing with them. I spent ~40% of annual Social Security income for this foundation repair. As a widowed senior, I start feeling that I may appear an easy target...

  

  Business response

  09/18/2024

  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 visited the home to assess and discuss the concerns. A crew will be back out this week to add more soil to the areas around the piers where there was ground settlement. Refunding the ****** for the Poly-lift that was not successful. Adding one additional year to customer's service plan.

  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

  09/23/2024

  The business has reviewed again at my request and has revised their decision regarding the refund. They have agreed to refund the amount of the poly injection as well as filling the voids near the piers and extending my maintenance inspection by one year at no charge. Their original response was not acceptable but this revision is. Does the business need to submit a revised response to *** or is this sufficient? Thank you.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had the encapsulation done and waited for the electrician. When the final inspection was done. I realized that part of HVAC was laying on the ground. It had been removed from the floor joist. I have made numerous calls in reference to the matter. Spoke with a production manager and told me he has a HVAC person. He would get back with me. I should not have this issue. I have purchased the sump system and the encapsulation. This is very expensive.

  

  Business response

  09/19/2024

  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 project Foreman came out and Replaced battery and tested system to ensure everything was working properly. He also showed the homeowner and explained how to reset the system and remove the fuse 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.

  Customer response

  09/30/2024

  Tar Heel Basement finished the project.  Thank you Tar Heel Basement.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  04/26/24 purchased a house that had foundation work done by groundworks. Purchased feeling secure because the work had been done within the past 12 months and there was a 10 year warranty on the work. They had done injections into the foundation to move it back into place. warranty would cover any further injections needed in the same area free of cost for 10 years. July began noticing doors sticking, fresh cracks in walls, and bumps on the floor, allsigns we had been told to watch for that indicate a need for further correction on the foundation issue. We contacted groundworks in July spk w *** told someone would inspect a week later on 8/6. No one came, and we didn't not receive any contact. We waited a few days to hear from them, and then began trying to contact groundworks on Friday. We were unable to get hold of anyone. On August 13 I spoke to **** at groundworks. He set up an appointment for 2 weeks later on 8/27. This time he did come, inspected the house and told us what work needed to be done. In addition to the needed work covered by the warranty, we discussed possibly adding piers. He promised a quote & said it could be 3-4 weeks before we could get the work done. We heard nothing for 2 weeks, and called on 9/6. We were promised done answers by ***. Heard nothing. 9/9 called again. Was told that I'd be put on hold for investigation, heard "recording paused" and *** told another person "I don't know what else to tell him. What do i do? This has been going on for 6 wks." Heard "recording resumed" was told they were going to investigate. Placed comparing with had company. Rcvd call from regional manager, told would be contacted by ***. was not. Called RM 9/11 told that local office had answered him & would have then contact us. Rcvd can from **** with a story about having sent a quote but stuck in server. Said would call back to schedule wwrnty work. Still not contacted back 24+ hours later.

  Customer response

  09/13/2024

  We were contacted this morning about the complaint. The company came out today and performed the needed repairs. I am satisfied.  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work completed at my house 6/18 and 6/20 for foundation and water mitigation system. I had safety and professionalism complaints after day 1 that were not resolved moving into day 2. After day 2, there were more complaints now also with standard of work completed and cleanliness for which I walked through with a manager (****) on 6/21 who apologized and assured me all complaints would be resolved by a different crew. We were scheduled to have everything fixed 7/13 but it was cancelled due to weather. That team member did not know what they were coming to fix on that day and I asked him to reach out to his supervisor. I had to walk through with a supervisor (****) on or around 7/19 (I think) and had to go over everything again that I already went through with ****. We requested the same crew not come to fix things. 7/30 the original crew comes to fix things unprepared saying they would have to come back another day to fix part of the job. We send them home and asked that they come back to do everything the same day (mostly because we did not want this crew doing any work at our house). This crew said they would come back the next day and we should not call it in. Call made to **** as well as customer service requesting we speak to manager. They assure us *** or ***** will call us. 7/31 crew did not return as promised (not sure if it was because we complained). 8/2 call to customer service waiting to hear back from manager. find out somebody scheduled without our consent for crew to come back that day. Attempted to cancel. Same crew calls but I am not home so they cannot come. 8/6 repeat call to customer service, still no call from management. Have to go through everything again with customer service. She gets me on the schedule for 8/9 with a different crew. 8/9 team comes out and does some of the repairs. 9/11 and still no call from anybody from management as requested multiple times. No inspection has been completed on work done yet. More to say but no characters

  

  Business response

  09/17/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us They refunded the deposit by 9/12 and confirmed delivery with 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

  09/20/2024

  
  ****** ******** ******:
  
  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. ↩