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Complaint Details
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Initial Complaint
11/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
***** one of the sales men promised and guaranteed our house would be lifted and completely level. The come and work maybe 3 days and they were half days. Didn't raise the house nothing is level. They did come out a few times after but never truly took the time to fix things like promised that we paid *** for and now paying on something that wasn't done and have to seek help through another business but another of contractors won't touch it now cuz it was done so poorly and not correctly. I would just like a refund of some sort so I can have a safe house for my family. This business scammed us 100%. There fraud. Took our money and now me and our family don't know what to do cuz now we don't have money to fix it the right way. We just want something resolved. I will even take out the dumb beams and post they put in they can use it else where literally no improvement from what I did prior. They won't let me talk to there actual boss about a resolution so that's why I'm here trying to get the ball rolling and get this resolved. As they worked on the house we could here the workers making comments oh we don't do this or know what to Do. Ok well the salesman shouldn't have promised all of this and never show up to resolve it after I've tried reaching out they always send out a different clown. Needs to be resolved else I'm taking this to court. Co worker of mine this stuff for 40 years and said what they did was a joke.
Business response
11/11/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he spoke again with the customer to remind him that stabilization is guaranteed lift was not. Customer initialed next to the contract acknowledging lift can be attempted but only stabilization is guaranteed. This home is a very old farmhouse that was settled considerably over time and the flooring system was modified and cut for improvements to heating and other upgrades. The permit inspection was approved and closed, and our workmanship is sound. We have even added additional jacks at no charge to help with the settled area. Because of these, the complaint has no merit.
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
11/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In July, Mount Valley Foundation was hired by my HOA/CAMS Property Management to resolve the ongoing problem with ground water flooding my unit repeatedly. They installed a sump pump system with 100% warranty. I had to remove four feet of my interior walls for them to install it, which I had to pay for personally to repair, because interior work isn't the responsibility of the HOA. Durning the next heavy rain, my condo flooded again. Under the warranty Mount Valley returned, tore down the walls to dig deeper and fix it. And the workers successfully resolved the problem. Mount Valley promised to reimburse me the $*** I had to pay to put my walls back up, trim and repaint. They have failed to reimburse me despite many calls, emails etc. They say: the HOA has not paid them so therefore they can't reimburse me. The HOA/CAMS says they have paid them. This is unacceptable, I have advised them that they need to resolve the non-payment with HOA/CAMS and that should not prohibit me from being reimbursed. Their solution is great, their workers are great but their management and financials departments leave a lot to be desired. I have been more than patient but I can no longer tolerate the lack of response.Business response
11/08/2024
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 spoke to the customer on 11/8.
Customer balance is being paid by HOA. Work was completed in July. Both ************* ******* have talked/emailed multiple members of the HOA. Each time we are directed to speak with someone else. 1 person claimed they paid us already, but couldn't share a CC number, transaction ID, the person they spoke with or the transaction amount. They also gave two different dates for when it was paid, 9/24 and 9/27. When GM shared this with the customer she stated that "she didn't doubt it" and that they had done things like this before but that it wasn't her problem. GM agreed to reimburse her for the ***** Refund is being processed and GM will reach back out on 11/12 to confirm refund.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
11/15/2024
Customer confirmed that she has received the reimbursement.Customer response
11/15/2024
****** ******** *******
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
11/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was sold basement waterproofing from foundation recovery systems by a gentleman named ***** ****** and his team came out and installed the system which resulted in increased flooding of 8 inches of water in my basement. ****** and his team came back out and reinstalled the system. I took on about 4 foot of water in my basement and the company now refuses to fix the issue and repair the contents damaged. Prior to buying this system I had minimal leakage and now I am taking on upwards of 4 foot of water and the company refuses to fix the situation.Business response
11/12/2024
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 that there have been multiple issues with this project. A driveway drain coming into the basement and the leaves clog the sump pump. These concerns came after the hurricanes dropped an unprecedented amount of rain. This Act of God, combined with the the outside rain and leaves clogging the pump has caused these issues. Customer is not wanting to pay for repairs out of pocket. GM has told customer to reach out to their home insurance and then we can help work with them. We have our incident assessment team on ready to work with the customer and their insurance.
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
11/12/2024
Complaint: ********
I am rejecting this response because: there is no evidence of sump pump failure. This should have been resolved being that I had minimal amounts of water enter prior to foundation recovery systems touching my home. Now I take on significant amounts of water. Your company and your system is the reason my home now takes on significant amounts of water.
Sincerely,
******* ******Business response
11/20/2024
GM spoke with the customer on 11/19, they do not want us to add a sump pump and want to wait until they get the report from the insurance company. We have gone out and put in two temporary dehumidifiers to help dry it out.Initial Complaint
11/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My basement is still leaking. They sent a technician to look at it a month ago and stated “i willl stay on top of this”. His name was ******** I have not heard from them since. I’ve called them four times. The people I talk to say they will get it to the correct person. Last time was 10/30 the time before that was approximately a week ago. The water was climbing up the concrete blocks of the west wall in my basement. I was so concern when it got as high as the electric outlet that I had to turn off the electricity in my basement. I just don’t know what my next step should be. Do I need to pay for a lawyer? We are having somewhat of a drought here but I’m very concern when it does rain again.Business response
11/05/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that after speaking to the customer, the Production Manager and a crew will be out on 11/11 to assess the leaking basement and begin repairs.
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
11/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
When Tar Heel Basement finished the job, an inspector came to check the job. Inspector has indicated that there are a few more things that needs to be completed. We went ahead and paid, and Tar Heel Basement never came back to fix, and did not schedule inspector to come in to verify. It's been more than 5 months. I called many times to try to schedule them to come in but they never came back.Business response
11/06/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us that we failed a permit inspection for a discharge pump not being hard lined into the dehumidifier. An appointment was put on a service calendar to take care of the issue, but the customer was not informed, leading to the *** complaint. We are schedule to install what is needed for 11/07. Once everything is installed, we will schedule another permit inspection with the county. The Customer is happy with this date.
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
11/07/2024
Better Business Bureau:
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
10/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My son ****** ***** and I contracted with Groundworks (formerly BQ Basements and Concrete) on 07-02-2024 for concrete lift services for our front porch. The 'foam installation' was scheduled for 08-26-2024, and two workmen came to our home to do the job of lifting the porch. Not long after they started, they needed to stop because gases were seeping into the basement of the house, and the concrete was not lifting up. The workmen called their 'base' and informed us that we would be getting a call from someone at Groundworks to discuss other options and talk about what the next step would be. To date, we have not received ANY follow-up from Groundworks. Moreover, between 09-05-2024 and 10-09-2024, my son and I reached out to Groundworks (the call center, the sales representative, and the ************ ****** ********** *********t) on 6 different occasions. Twice we were told that the person we needed to speak with was either in a meeting or on another call, and each time a call-back was promised. Again - Groundworks has never initiated any follow-up whatsoever. At this point, we are not interested in knowing if Groundworks has an alternate solution for our needs. Their records indicate that our job was CANCELLED on 08-26-2024. Twice, I requested that my son's deposit of ******* be refunded. It has now been 4 months since we initially contracted with Groundworks, and because the company is refusing to communicate with us, the assistance of the *** is requested for resolution.Business response
10/31/2024
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 are returning the deposit. The lack of communication back to the customer will be addressed with our entire Leadership team and new action plans will be crafted so this does not happen to any more customers.
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
10/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had them. One out and water proof my crawl space install a humidifier under r house to control moisture and also had them place jacks under the house to help lift it back up.The humidor was weird wrong. They ran it to an outside outlet instead of the correct power source. My humidifier has been out for two months and now I have mold from the work not being done properly.I was also told after they completed the work they are now telling me I have a foundation issue and my beams are also supposed to be brittle under the house. Never had foundation issues until I had this world done. Wasn’t told that there was any issues before they did the work or I would have addressed other issues they say are there. They can’t raise the jacks on the house because they say I’ve got other issues. I can’t get anyone here. Been two weeks and the electrician has never showed up. I’ve called and they said they would send it up to thier manager and said they would mark it as emergency. No calls from them. Was told they would fix anything they missed while doing the job and after* ****** *ater and now I have a situation that’s been ignored by the company.Business response
11/05/2024
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 did a site visit on 10/31. It was decided we will be installing the one extra Jack, and an I-beam at no cost to the customer. Pushing engineering through to get new permit. Tentative date of 11/27, based on permitting timeline, and for the customer to call us back to confirm date. We will move up if possible.
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
11/11/2024
Better Business Bureau:
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
10/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Estimate done on 10/8/2024 based on pictures shown to us, on a tablet, of mold in the crawl space. I don't believe those pictures represent my crawl space because On Oct. 17, I came home from work to find an enterprise moving truck in my driveway and two young guys working in the crawl space. When I asked them what they were doing they said they had a list of things to do. One was replacing insulation and some other stuff but nothing mentioned abount mold removal. My husband is not attentive to handling business but he signed for a loan with ********* *** keep requesting payment for completion even though I have been calling them for before and after pictures. No one has gotten back to us. I am becoming ill behind this possible scam. I am ** ***** *** and need some help to a resolution.Business response
10/30/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us they spoke with the customer on 10/24 and went over her concerns with the install, sent the spray down and install photos, customer confirmed she received them and would review them over the weekend, spoke with customer 10/28 and she asked for the pre-install photos, we emailed her the photos on file.
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
10/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On September 21, 2024 a payment of $******** was made. An appointment was scheduled for 10/21/24. The company cancelled one hour prior to arrival time. I would like a refund.Business response
10/23/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us he reached out and confirmed cancellation and refunded to the credit card.
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
10/24/2024
Better Business Bureau:
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
10/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Sept 17, 2024 Groundworks came to my home to level my porch and level my sidewalk in front of my porch. The workers made a mess of my porch. The poly foam they used somehow squirted up on my house siding. They told me that they did it and used a power hose to try to get it off. The power hose ruined my front screen door and the poly foam did not come off. I called them and told them about the mess and on Sept 30 they came and inspected it. Christian said he would get back to me. I waited 3 wks and no answer . I did talk to him this am and he said he was on vacation. He said today that he would get back to me, but for some reason I feel they are putting me off! The workers pointed it out to me and told me that when it dried it will be gone( poly foam). Not only did it not go away it went from a whitish gray to a brownish yellow!Business response
10/25/2024
Thank you for bringing this to our attention. We apologize for the issues and have forwarded them to management. The General Manager informed us a crew came out and used the power washer to remove all of the poly stains, and have refunded the project.
If you have any further concerns, please feel free to reach back out to our team member that you were in contact with.
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701 total complaints in the last 3 years.
230 complaints closed in the last 12 months.
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