ComplaintsforCanArk Paving

• Initial Complaint

  13/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, so my issue is that I hired a company to pave my driveway and their employees excavated an area they were not supposed to. The employee offered me a discount for them to continue the work if I paid for the extra portion but at a discounted rate. That option did not work for me as I budgeted to spend what I was quoted. They told me they'd replace it with sod or soil and grass seed but that isn't good enough. They put back the sod already today June 13th. Unfortunately the ground is completely unlevel and dipped in the middle. This will cause the water from rain to pool in the middle of the ground. This area of ground is in front of the gate to my fence. Another reason why this is an inconvenience is I'm having a 3rd birthday party for my daughter and my guests will access my house and yard through that side with the gate. I spoke with the owner Of Canark Paving and she advised me they would do nothing other than fix the sod but did they did not even do that. I also overheard the worker and owner mocking me due to the fact they remembered who I was since I emailed about the special rate they gave me and my neighbour's. I was unaware of this special rate so i was double checking with them.The date this took place was June 13th 2022. The company is Canark Paving. The cost for the work is $7910. Due to all the factors I've listed above I feel like they should be offering me a better price or something to compensate for their mistakes and unprofessionalism. Thanks.

  

  Business response

  15/06/2022

  Hi *** *******
  Thank you for your feedback. We appreciate both positive and negative feedbacks from clients to better improve our company.
  Firstly, we are sorry that you overheard a private conversation I was having with one of my employees and was taken out of context. I wish you had given me the chance to explain it to you during our phone conversation. I tried, but you abruptly ended the phone call. Therefore, I will try to explain myself here. As discussed previously, you had inquired about a discount on Friday, June 10th, and you were informed that a discount was automatically applied to your invoice as part of a special rate for the multiple projects that are booked in your area. When my employee called me on June 13th to notify me about scraping the lawn, he immediately said that he made a mistake and offered you a 50% discount on the extension and no other details were given to me. I informed him that you had recently inquired about a discount and that it was already applied, not understanding that he had offered to excavate the disturbed portion of the lawn and pave it with a 50% reduction to the cost. I followed up with my employee with a phone call to clarify the details. In fact, I thought I had to adjust your invoice and charge you less because we couldn’t do the 7’ extension you were asking for because he mentioned property line. He further explained what had actually happened and sent me pictures of your lawn. You can believe my explanation or not, but this is my honest and genuine explanation of the conversation you overheard.
  Secondly, we are sorry for scraping a portion of your lawn that wasn’t part of the project. I will not deny that accidents and/or mistakes happen. Our employees work very hard- they can “follow simple instructions.” My employee reported the problem at 11:35am and by 2pm, new sodding was laid on your lawn. There was a difference in height between the new grade of the asphalt (following the lip of your garage) and the level of the lawn, therefore, we made a judgement to create a minor slope that will raise the lawn slightly to meet the new asphalt. However, this did not satisfy you, which was ok. I tried to reassure you that our crew will return and restore the lawn to the level that will satisfy you. This conversation ended with you dropping the call.
  Unfortunately, this situation resulted in our company deciding to terminate our contract with you and allow me to explain why. During the two phone conversations we had, I barely had a chance to explain the situation (with regards to the conversation you overheard) and a proper resolution to fix our mistake. It was a very unpleasant and unproductive conversation. You dropped the call every time. I couldn’t speak, my employees were being belittled for the mistake they made and reiterated multiple times that you would write a bad review for our company in whatever platform you could – which I said was your right as a consumer. Despite that, we took action and within 3 hours, a new sodding was in place. However, this did not suffice, and I understand that you were looking for further discounts, which we would have gladly discussed with you, but unable to because the conversations ended abruptly. We have completed your interlock walkway and have prepped your driveway for paving, and have not asked for any money for the time and materials we have put into your project.
  We welcome respectful negotiations with our clients. We value our clients because we know the value of hard-earned money. As a company, we promote respect – to our clients and to our employees. We are a company that has committed to building trust in the industry by keeping our word and standing by our work. Our company is made up of humans who are not perfect but committed to upholding integrity. We do make mistakes, but we make sure we do the best we can to fix the mistakes we make. I know everyone will have a different opinion, but what I can honestly stand by, as a company along with every member of our team, is that we are trying our best to give quality work, provide quality customer service, and have integrity behind our every action and decisions. Our company ethos is driven by quality, respect, and trust. Therefore, we have decided that we are not the right company for you.
  We wish you all the best.

  Customer response

  15/06/2022

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

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