Complaints

This profile includes complaints for System Pavers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  System Pavers

  1570 Brookhollow Dr Santa Ana, CA 92705-5438

• 

  System Pavers, Inc.

  425 Virginia St Ste B Vallejo, CA 94590-6017

• 

  System Pavers

  1650 W. Sam Houston Parkway North Houston, TX 77043

• 

  System Pavers

  3 Sunset Way Ste 10A Henderson, NV 89014-2305

• 

  System Pavers

  325 Soquel Ave Santa Cruz, CA 95062

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 3/27/2025 They charged our credit card $4014.94 as a down payment for the project.System Pavers agreed to do an upgrade/remodel of our backyard pending financing approval.We were not approved for financing so, I immediately faxed the cancellation notice they provided to their office on 3/29/2025. They acknowledged receipt of the cancellation notice within the the three business days allowed by law. Contract states that there will be no Penalty or Obligation if cancelled within these 3 business days. -- I have repeatedly asked for a refund of our deposit without any response and they continue to ignore my requests; in violation of state and federal consumer protection laws.

  Business Response

  Date: 04/28/2025

  The client's deposit refund was processed on 4/24/2025 following their inability to secure financing. We recommend the client contact their financial institution this week to verify the status of the deposit into their account.

  Customer Answer

  Date: 04/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. (REFUND WAS FINALLY DEPOSITED YESTERDAY AFTER I CONTACTED SYSTEM PAVERS AND POINTED OUT THEIR VIOLATIONS OF CONSUMER PROTECTION LAWS. THANK YOU.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Putting 1 star because I have too. I'd like to give a zero rating. This is going to be a long review. My husband and I started this project back in the beginning of June 2024. ****** ***** (System Pavers *********) came to our home to start the design process of our project. He made it all sound soooo good and easy. Boy was that wrong. My husband and I applied and were approved on ***** iPad for financing for this project. 2-3 weeks went by and we hadn't heard from anyone. Turns out *** was no longer with the company and my project was passed off to ***** ***** (Project Manager?). He had to come back to my home to redo the design because *** had all the wrong colors and demention's on his original sketch. I had been waiting on this to be updated as I needed to submit the paperwork to *** for approval. On 6/21/24, I texted ***** D advising I had my HOA paperwork ready & still waiting on his. He had advised the paperwork would be in my inbox Monday. June 24, 2024 rolled around and I received nothing. He advised he is away with family and it will be resolved when he returns. 6/24/24 and ***** D advised he needs me to forward the list of what HOA needed. That info was provided to ******* on . However ***** D advised she never sent it to him. After getting the paperwork settled I was able to submit everything to HOA 6/27/24. ***** D advised again on 6/27/24 that he is out of state and my project will be on hold. I advised the same day that HOA was missing 2 items from them. I followed up 7/1/24 regarding the missing items and ***** D advised he was still out of state. ***** D followed back up on 7/5 advising he still out of state and planned on working on the project that day. HOA approval was forwarded over 7/11/24. Followed up with ****** 7/26 as I was told we would be breaking ground in two weeks and the two week **** was up. ****** advised 7/29 no updates. Followed up again with ***** D 8/6 and was told I needed to speak with ******. There is so much more to this.

  Business Response

  Date: 01/22/2025

  The Morenos contracted for System Pavers to complete their backyard and signed a certificate of completion on October 23, 2024. Once we requested final payment, the ******* did not complete the necessary steps to release funds and let the approval window expire on their financing. We are committed to finding a resolution for this matter and require that the client pays their balance due in full.
  
  Thank you. 

• Initial Complaint

  Date:11/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  System Pavers ********* is not meeting its commitments. ******* *******, the Design Consultant, came to my home to assess the work to be done. I informed him that I had a large tree ***** under my retaining wall, and that I wanted the curve in my driveway flattened. I paid $1,000 for the initial consultation on *************. Sissman and I met at the showroom on 11.06.2024 for paver selection. We agreed on the ******** ***** Paver in Victorian with a gray border all the way around, and Mr. ******* made notes on a layout diagram. He said he would come by my home before the installation date for a walkthrough and would bring the pavers I selected so we could see how they would look on my property. He also said he would be present a few days a week while the installation was being done. The estimated start date for the project was **********.On 11.11.2024, Mr. ******* showed up at my home with the **** ********, the project manager, and told me that the materials would be delivered within the next 3 weeks. He did NOT bring the pavers for me to confirm. After he left, Mr. ******** told me there would be an additional charge of $2.50 per square foot if any rebar was encountered. I later informed both men via text that I would not pay the rebar charge because it should have been included in the original estimate. I then received notice later that week that the materials were ready and that the work could start on ************* far, I'm being charged an additional $400 for the ***** removal and $4,360 for an adjustment to the wall length, which Mr. ******* measured incorrectly. He has not come by since the work started. The wrong color pavers were installed on the driveway, and the wrong stones for the wall were ordered, and it was I who noticed the errors and notified both men. Mr. ******* is now unsure which color driveway tile I chose; he failed to document it. He has taken no responsibility for his errors and he and **** continue to charge me for his mistakes.

  Business Response

  Date: 12/02/2024

  Upon receiving Mr. ******* BBB complaint on 11/25, Sales Manager *** ******* immediately reached out to Mr. ****** to discuss his concerns. Through this discussion a resolution was reached. It was agreed that Mr. ****** would remove the complaint upon completion of the project if our end of the agreement was upheld. We are currently working towards completion.
  

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** managed many projects for my house and I chose System Pavers because their marketing makes it seem that the company offers a letter of professionalism and commitment to qualify projects that will be performed by a licensed contractor. Aside from the timeline not going as planned, workers not showing up when they said they would, and workers leaving my property a mess, my biggest issue is the money I paid to receive an unlicensed crew working on my project, and as a result, the project was poor quality and required too much of my time to project manage. Dont get me wrong, I dont have a problem with day laborers, but I chose System Pavers to ensure a high quality project, which is way I was willing to pay more money. My list of everything that went wrong is too long for the word character limits so Ill cut to the ****** System Pavers sent day laborers to my house, they did such an awful job, another crew was sent to tear up the pavers and replace them. It took weeks of back and forth for the project to be complete, even through I was told it would take one weekat most, and when it was it was complete my property was still left a mess. By this time, I just wanted them off my property because I had been adjusting my work schedule for them so many times and experienced so many no shows. I was told I would receive a discount because the quality of work did not live up to the standards promoted and someone would call me on the Friday I signed the final paper. No one called me, I have not received a discount and this business should not be allowed to promote licensed work, without having licensed staff work on the project. I would like your support receiving the discount I was promised and I would like to know if it is legal to promote licensed work, when licensed workers are not assigned to projects, nor are they supervised by a licensed contractor. Neither occurred with my project. I paid for a project manager and ended up managing the project.

  Business Response

  Date: 11/21/2024

  Per our conversation on 11/19/2024, we are meeting with the client next week to discuss solutions and provide closure to the project.
  

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  System Pavers installed a patio for us last summer. One of the corner pavers failed and I would like to have the patio repaired.The company has been contacted twice, once as late as October 31, 2024. Each time, the representative indicated I would receive a return phone call within 5 business days. The company has never returned the phone calls. The company directs its customers to file warranty claims online, however, the website does not work.

  Business Response

  Date: 11/12/2024

  Our construction team will be on site on November 18, 2024, to rectify all outstanding issues. The client has been updated accordingly.

• Initial Complaint

  Date:10/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There were extensive issues throughout the job that are beyond what is possible in 2000 characters. (See "System Pavers Experience 2024.pdf".) We paid ~$37k for the installation of pavers at our house. Contract date: 7/15/2024.Short summary is that what was described to us for the work to be done did not align with actual work performed. We had nearly daily issues with the contractors where they would say they weren't able to honor the contract or the contract would need to be changed (and we'd need to pay more) to get what we were promised. There were inconsistencies between what they would say and what actually occurred.Please see attached pdf for full details with requested resolution steps. Although the job is "done", we are seeking billing corrections from the company to correct the discrepancies between work performed and work promised. We hope this can be corrected through BBB mediation.

  Business Response

  Date: 10/10/2024

  Thank you for bringing this to our attention.  We will reach out to you directly and set a time to meet with in a few days to discuss your concerns. 

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against System Pavers regarding their failure to respond to my warranty claims. A patio and path at the entrance to our home at **************************************** was installed for the previous owners in 2015. The contract states that it is transferable and good for 25 years. I have called multiple times and received assurances that it will be looked into. The most recent call on 8/21/24, System Pavers employee, ******, asked me to send photos, which I did that day. Stones that have lifted and shifted caused me to trip and fall on 8/12/24. My husband took me to ***************************************************** where my head wound was treated and stitched and a CT scan ordered due to concussion. Despite my efforts to have these issues resolved there has been no response. I am seeking assistance from the BBB to have System Pavers honor the warranty and make necessary repairs or replacement as soon as possible. This is a safety issue for my family or anyone coming to my front door.

  Business Response

  Date: 09/25/2024

  We spoke with Ms. ********* Mon 9/23 afternoon and will be meeting with her onsite this Thursday 9/26 at 1pm to view her concerns and schedule the appropriate repairs.

  Customer Answer

  Date: 09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *********
  
   
  

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  System pavers took a 10% deposit fradulently from us in May of 2024 and it is September now. They continue procrastinating , lying and have done nothing to provide us the service. We are in a constant loop with them and despite numerous calls , emails and messages, there has been no resolution. It has been over 5 months and we still do not have our Patio.

  Business Response

  Date: 09/20/2024

  The original contract was signed on May 1, 2024, but it was voided and re-signed on July 29, 2024, due to a redesign requested by the customer.
  There have been delays in submitting the *** documents by the customer, and we are still awaiting the necessary *** approval. As you know, we cannot commence the project without this approval, and it has only been 1.5 months since the redesign, not five months.
  Please note that the deposit collected is a standard requirement outlined in our contract, and we assure you it was taken in good faith. We appreciate your understanding that the timeline for the *** review is beyond our control. As soon as we receive the required approval paperwork, we will be ready to start the project immediately.
  We look forward to moving ahead together.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am writing to file a formal complaint against System Pavers regarding their failure to respond to my warranty claims.Details of the Transaction: Date of the Transaction: The paver installation was completed in August 2022.Amount Paid: I paid $17,030.30 to System Pavers for the project.Business Commitment: System Pavers is committed to providing a high-quality paver installation, covered by a 25-year workmanship guarantee on pavers, a 10-year workmanship guarantee on turf, and a 2-year workmanship guarantee on all other products.Nature of the Dispute: The issues include significant water pooling, many uneven pavers, and two pavers from the firepit that have become unglued.These problems should be covered under the workmanship guarantee provided by System Pavers.Attempts to Resolve the Problem: I have sent multiple emails to System Pavers (attached for reference), but I have not received any response or resolution from the company. Despite my efforts to reach out, the company has not tried to resolve the problem.I am seeking assistance from the BBB to resolve this matter. I would like System Pavers to honor their warranty and arrange for the necessary repairs as soon as possible.Thank you for your assistance.Sincerely,************************* ************

  Business Response

  Date: 08/29/2024

  System Pavers was contacted on 8/26 by this client with a repair request on 8/26. On 8/27 System Pavers contacted the client to arrange to view the warranty request. System Pavers will absolutely be honoring our warranty. Unfortunately we were unable to find the clients previous communication attempts and we do apologize for that, they may have gotten caught up in our spam filter. Should there be any future warranty claims we have detailed information on how to request and submit a warranty claim available on our website and in the customer portal, so it goes directly into our system instead of emailing which can be unreliable due to our aggressive spam filter.

  Customer Answer

  Date: 08/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 10, 2024 start date. June 24, 2024 System Pavers agreed to fix the problems, but only fixed part of it. The job was supposed to take 1 week. It has now been 2 months, and the pavers are all uneven, not level and high and low spots that water pools up in the low spots. I have pictures of before, during and after the job was done. I have also had 3 different paving companies tell me that the prep work was not done correctly and therefore the pavers shift and move more every day.

  Business Response

  Date: 08/26/2024

  We redid this clients courtyard and spot corrected issues with her driveway following the initial installation. The client signed the certificate of completion and wrote us a check for the final amount. On August 2nd the client notified us that her lawyer advised her to put a stop-payment on the check, which the client did, and that the clients lawyer would be sending us a letter the following week. We are yet to receive the letter from the lawyer. Once received we will review and work toward resolution with the client.