ComplaintsforGroundworks, LLC

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *** *******r and ******* ******** seek a bill ad*ustment from Groundworks/Ohio Basement Authority (OBA) in the amount of *********** Incomplete/incorrect invoices and supporting documentation not only slows down the payment process but damages the relationship between customers and companies. Pricing that differs drastically from the original statements make companies look bad and cause payment delays. On Oct. 2, OBA asked us to pay $********* for work done on August 1 and 2, 2024. This is approximately ******* more than their original requested payment of $********* on 8:00 AM August 5, 2024. We refused to pay in Aug. due to damages by OBA to our water supply pipe. We were assured contractor would fix the damage. He didn't. After difficulty contacting someone, OBA was to send a plumber to fix the damage. On Sept. 3, ***** ******** called claiming that plumbers they deal with "don't deal with our area." We were "out of range" and should find a plumber ourselves. After the plumber's estimate, ******** agreed to subtract $*** from bill on Oct. 2 at 9:30 AM. At 11:11 AM we recieved request for payment of, not $*** less than the bill, but ******* added to the bill. The invoice ******** sent was created Oct. 2. It wasn't an ad*usted invoice, but a different one. We contacted ****** ****** who apologized and said, "I will make this right." We watied to get an ad*usted bill. Nothing. Oct. 8, we recieved a message stating OBA wants to "go through the contract." Our defenses went up. We owe $********* for the *ob on August 2. Compensation for damage would be great; however, the relationship between us and OBA has been negatively impacted. We do not trust them. We wish to be charged $********* and have no future dealings with OBA and their so-called professionals who *ack-hammer pipes, fail to repair damages, lie, and call us "out of range" of their sloppy services.

  

  Business response

  10/08/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he spoke with homeowner.  The balance is cleared up.  The branch will be making the ad*ustments to their account and the homeowner will pay tomorrow.  They are happy with the work and are satisfied now that OBA cleared up the confusion.

  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

  10/11/2024

  10-11-24 at 10:48 PM still no ad*usted payment request received from loan compamy. I plan to call **** tomorrow.

  

  Business response

  10/15/2024

  The GM has sent the ******** loan link with the ad*usted amount.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a sunken living room, and the floor was slopping, Mount Valley came out to access the problem. They determined we had a floor joist that was rotten and needed to be replaced, there was moisture under the crawl space that was causing wood rot, fix any broken or rot wood, and they need to install jacks and replace joist with metal beam to fix the slop, and they would complete the encapsulation system to control the moisture. We decided to pay them to fix whatever need repairing. Our greatest concern was the foundation of our home being intact and we wanted everything repaired. four months later, we started to hear loud popping noises under our home, similar to the sounds we were hearing when we first called Mount Valley Foundation out. The told us it was just the wood dying out and the moisture system was doing what it was supposed to do. Six months later we started to notice drywall cracks in the master bedroom, master bath, living room, front foyer, then we started to notice floor and wall gaps in the same rooms, and in majority of the rooms on the 1st floor, then the stuck doors stuck and dragging doors in three rooms on the 1st floor. We immediately contacted the company and sent them pictures of the damage, The sent someone out and he alleged it was the house settling. I told him that was impossible because the home was 12 years old when we purchased it and it did not have any cracks in the drywall, stuck, dragging doors or floor and wall gaps. Not to mention the price it is going to cost to repair and paint the walls because of the damage. The rep informed us we had a rotten joist under the home that will need replacing. I was charged ********* to repair my home and this company created drywall cracks, floor/wall cracks and stuck, dragging doors. I also have multiple broken, rotten beams under my home that should have been repaired. I want my home repaired, and this company to stop lying and avoiding me. Correct what was done wrong fix problem.

  

  Business response

  10/11/2024

  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 have a visit scheduled with the customer  and an engineer for Thursday 10/17 at 11am. During our visit, we will establish a resolution that will meet the customer's needs. We are currently looking at adding additional support in the areas pointed out by the customer. During our visit will confirm the exact location and number of supports 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

  10/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid to have a system installed in my basement to address water concerns. After paying ove* ** ******** *ollars to FSM the problem still exist and the company will not reply to my calls or request to rectify the problem. In addition to filing this complaint, I have written the company a letter detailing my concerns.

  

  Business response

  10/08/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he has a site visit scheduled for this Friday, 10/11, to asses the issues with the customer and create an action 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

  10/19/2024

  The company has made contact with meet and we discussed next steps. I am waiting to hear back from the company to schedule an appointment to get my repairs done.

  Thank you for your assistance in this matter.

  Kind regards,

   

• 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

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started the process with Tarheel in JAN 23 for basement remediation. The process started great, than has been a nightmare ever since. Upon inspection, the company identifies the issues with the foundation and we contracted the full encapsulation with dehumidifier. The company promised to fix the area and some foundational wood that was identified in the inspection. We agreed to the terms and proceeded with the work in APR 23. The work, we thought, was completed and we looked to put the house on the market to sell. Months later we realized they had never completed the work when the realtor asked for the engineer report, which was never completed. When looking in the contract, other key elements of the project were never installed. The company also cut all the drainage tubes from the house during installation and never repaired the location. On top of that, they filled dirt against the house out of housing code. We eventually was able to have them come back, but they gave us another invoice to complete the work for another ***. We informed them they identified this and it was what their company informed us would be part of the project scope. They have fought this ever since. We are now over a year and a half and the company still has not completed the engineering report. We lost out on selling the house because realtors wouldn’t show the location without a closed out engineering report saying the foundation was complete. We had the house I rented for 8 months due to the company, paying out of pocket because they couldn’t complete work. We still don’t have an engineer report a Year-and-a-half later. They never respond and I believe are now intentionally ignoring the situation. We have paid for the work and have only asked for them to complete the job, of which is not done. Absolutely terrible experience with incomplete work and we have to be the ones informing them to complete the contracted work.

  

  Business response

  10/08/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they have scheduled the engineer to inspect the work. If passed, Tar Heel will give the report to the customer, if we do not pass we will immediately schedule a crew to rectify the issues. The wait time for an inspection is weeks and currently the onsite engineer will not renew with us until we have a meeting with them. Meeting is scheduled and this project with be part of the discussion.

  The customer is currently satisfied with the plan we have put in place. Step one was to get the engineer out to the property to inspect. When that is completed, we will move forward with the customer until he is satisfied with the resolution.

  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

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  JES putting a system in my house that they guarantee would prevent my house from flooding due to any excessive rain. Due to several heavy rain days during the week of August 9th, 2024. My house flooded and the systems did not do what was guaranteed to me. On August 9, 2024 I reached out the J.E.S and they sent out Joel **** (service technician)to examine the flooding. After his examination Mr. **** explained that JES should have installed the larger system when they did the initial work. Mr. **** stated that JES would cover the cost of a larger pump system. I asked J.E.S what about the guarantee that they promise once you get their service you will never have to worry once again. My house flooded and damaged was done to multiple rooms and furniture. I just finished remodeling and moved back in June 2024. My house had flooded in August of 2023 I patiently wait until December 26, 2023 for JES to put the systems in. Only for my house to flood again on August 9, 2024. I have reached out and spoken to multiple people at JES and they would schedule appointments to come see the damage and see what can be done to only receive no call or no show from JES. This has been going on for over a month almost two.

  

  Business response

  10/07/2024

  Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager (GM) informed us he has an action plan for a crew to come out and repair the ******** ****** ******* GM has a meeting with the homeowner on 10/8 to go over the plan for their approval before moving forward.  

  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

  09/30/2024

  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.

*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. ↩