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

  17505 Pilkington Rd Lake Oswego, OR 97035-5358

  
• 

  System Pavers

  18911 Hardy Oak Blvd Ste 193 San Antonio, TX 78258-4968

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  System Pavers

  1117 State St Santa Barbara, CA 93101

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  System Pavers

  1650 W. Sam Houston Parkway North Houston, TX 77043

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:02/26/2024

  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 rep came to our house to quote driveway and porch replacement. Gave us an immediate quote and offered a discount if we signed and gave him a deposit that day. We were hesitant about the cost and were also waiting on additional bids. He said he could lock in the discount if we gave him $5529 right then and we could cancel within 3 days if we chose another bid. We transferred the money (2/6/24) and the next day (2/7) decided to cancel. We signed a cancellation contract which stipulated they would return our $5529 within 10 days. Our rep said we would have our money in 3-5 days. By 2/21/24 we had heard nothing from them and i texted and was told we’d have it in 24-48 hours. They sent a receipt showing they initiated the actual refund 2/21, 12-13 days after we cancelled and 2-3 days beyond their contract. The sales rep said it was out of his hands and I then spoke to sales mgr. and when he failed to reply I spoke to the operations mgr. I contacted my bank and they said there has been no kEFT sent, nothing has been sent and rejected and nothing is pending. As of 2/26/24 (18 days) I still have not gotten my money and I desperately need it back! I may be naive but I believe at some point I will get my money, but it is atrocious they have tied up my money from my savings for almost 3 weeks. I cannot hire another contractor until I have my money back. They are holding it hostage out of spite.

• Initial Complaint

  Date:02/14/2024

  Type:Product 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.

  My wife and I are senior citizens who have lived here over 25 years. So far we are fighting to get our deposit returned when no services were rendered. Our sales person, ************************* came on December 4, 2023. He used and I-Pad and he said he had no printed contract available. We focused on page 2 where it required we get our *** approval as we always have in the past. Our concern was the *** can be very difficult. We asked if they say no, will we get our deposit back. He said you will get it approved. I repeated, "Will we get our money back." He said, "You will get it." I said, "Great will get our money back." He did not correct me so we moved forward. The day after Christmas we received a Denial Notice from the ***. We sent it to ****. He said he knew someone on our *** and felt confident he could get it approved, so we continued with our efforts to get it approved. From the signing on December 4, 2023 to the denial notice we received on December 26, 2023 was 22 days. From our signing on 12/4/2023 to our cancellation notice 1/4/2024 was 31 days. I felt he caused us to delay and that triggered a possible total cost to rise to over $8,000.00. I E-Mailed **** with the cancellation notice and he wanted us to keep trying. He said he was unsuccessful in getting the approval and did not say who he new on the board. We felt this was another delaying effort. On 1/4/2024 I also went to System Pavers Office at *********************************************************************, to hand deliver the Cancellation Notice. Their office was the entire second floor. No one there would accept the Cancellation Notice. I then sent a certified letter to the office and it was returned as unable to deliver. I have it available as returned to me, unopened. No services or work was ever done. One visit from the sales person. Presently $4,192.10 with the credit card company leaning towards System Pavers getting the deposit. As mentioned above this could go up to over $8,000 because the Cancellation Notice was over 30 Days.

  Business Response

  Date: 02/20/2024

  Hi, Ms and *** ******* we understand that you want your deposit back,but our work was never denied by your HOA.  What was denied was the pergola with your other contractor.  We are more then happy to see how we can avoid the cancellation and move forward with your project.  Please let us know if we can contact you to move forward with the project.

  Customer Answer

  Date: 02/21/2024

  You are mistaken. The *** will not allow any part of a project to occur if any part is rejected. 
  

   

  Business Response

  Date: 02/22/2024

  Mr ***** ***************, per the letter you provided as evidence, they only item denied by your HOA is the patio cover. System Pavers was not doing your patio cover; therefore the denial has nothing to do with the pavers we were to provide for you. If you have any additional documentation stated denial of pavers, we will be more than happy to offer a refund. 

  Customer Answer

  Date: 02/29/2024

  We submitted our original plan with hopes of a wonderful backyard. System Pavers are asking us to create a new plan just so you can get money. Creating a new plan was not in the contract and is something we are not going to do. Our existing backyard is very nice as is. 
  

  System Pavers appears to ignore the *** process and our desire to end this contract, as we were led to believe would happen.

  They contacted us via a text. We wanted a full refund but they have refused to negotiate. Maybe now they will. We will see.
  

  At this time we cannot recommend them to anyone, and have concerns about their business practices.

   

   

   

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising 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.

  I reached out to System Pavers over a driveway and walkway project. The sales rep came over and delivered his sales pitch. Now I knew that they werent the cheapest but I heard him out and he gave us a bid for for the project. It was higher then competitors but the work was warrantee for 25 years so we felt it was a solid investment and stood by their product. The price was presented and it didnt break down products and labor it was a magic number pulled from who knows where .. he wanted our business and did discounts to lower the price to a number we could manage. Now I signed the contract and we planned a date. The issue is that its a small project - under 450 sqft and they werent cheap for 45 bucks a sqft! So here is the issue - our faux wall made of wood fell so we decided to call our sales rep and ask to add 75 sqft to they project scope - to make up for the broken/fallen wall and complete the look of the project. Now I was told that he would honor the discount - that discount made the project 45 dollars a sqft this is high for competitors charge 17 to 25 a sqft but the promise quality .. so given our poor luck with the wall I explained out issue and that we want to add 75 sqft given that we were in bind the price we were given was 66 dollars a sqft I was surprised and asked why so high for such a small space and noted that his original bid / main contract was at 45 sqft after discounts and his response is that you cant go by price per sqft!!! Now lets be clear price per square foot is an industry standard that averages out the cost of materials, labor and profit... but the issue stands that we are already under contract and in need of amendment / add on the price per square foot is based on his sales goal for the month or visit !! And NO he didnt honor the discount because that would have been 45 a sqft not 66 ( a 21 dollar increase per squad foot ) !! Its ****** outrageous and smacks of exploitation of client in need once you have them!! Shady business!!!!

  Business Response

  Date: 02/06/2024

  Hello ****************, my name is ***********************. Im a Construction Manager with System Pavers, and we recently received a notice from the BBB. I left a voicemail with you yesterday, 2/5. Today, 2/6, I emailed you with all my contact information in hopes that I will hear from you soon. We believe that the quote you received was an error and we hope to resolve this matter promptly. Please reach out to me directly so we can set up a meeting to go over your project and hopefully resolve these issues. My phone number is **************, and my email address is nick.*******@systempavers.com.I look forward to hearing from you. 

• Initial Complaint

  Date:12/12/2023

  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.

  The agent *************************** promised a refund of our down payment amounting to $3545.60. It has been six months and we have not receive anything. They are not answering our calls and no call backs to any of our voicemail. We also tried contacting the manager but to no avail. Please help us get a refund they promised.

  Business Response

  Date: 12/19/2023

  Mr. and *********************, we reached out to you directly by phone last week and confirmed that we have returned the deposit in full. We have also emailed you the receipt to show that the deposit was returned to the proper account. Thank you for your understand and at this time, we consider this complaint satisfied.
  

• Initial Complaint

  Date:11/30/2023

  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.

  I paid a deposit of $6077,00 in June of 2023 and system pavers never did the work. I contacted them many times and they refused to refund my money. I've contacted my credit card company and there is nothing they can do. I want a refund for the deposit.

  Business Response

  Date: 12/06/2023

  We have reviewed this complaint and we will be refunding this customer deposit within 10 business days.

  Customer Answer

  Date: 12/07/2023

  
  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:11/20/2023

  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.

  We signed a contract with System Pavers on 8/30 for a backyard project that was scheduled to begin on 10/2. A week prior, we were informed by the Salesperson/designer and the Project Manager that a significant portion of our project could not be done due to the foundation. While we begrudgingly agreed to move forward, the designer made major mistakes to the measurements and began changing the materials we ordered:- Quoted us for demo work that could not be completed due to the foundation and yet only offered credit for materials - Ordered and installed the wrong caps to the pony wall. We were not credited for the wrong materials.- Gave us 7ft planter space instead 3ft - we were asked to pay more for this even though it was their mistake - Ordered the wrong refrigerator - after multiple requests they finally ordered the correct one.- Golf lights are not visible. They claimed it was due to the transformer which was replaced but still do not light up.- Did not install fringe around putting green and will not credit us - Counter tops arrived broken and will not work with us on ordering the correct counter tops. We agreed to go with the smaller pieces but as of today, it is still not installed. We've been waiting for 4 weeks and no response of when it will be completed.- Contractors left a mess in our driveway and on the street and did not clean up. We asked multiple times for the porto potty and pallets to be removed. They were removed 3 weeks after they stopped working.- Contractors dumped rocks right on top of our river rocks and front yard pavers, we are still waiting for the river rocks to be replaced.As of today, 11/20, contractors have not completed the work and keep postponing the counter tops. They forced us to use materials we do not want and when we agreed, they refuse to credit us and have still not completed the work. This was supposed to be a 3 week project and we are now going on 7 weeks. We contacted Construction and Sales Manager to no avail.

  Business Response

  Date: 11/22/2023

  Thank you for taking the time to meet with us today, ***************************** to go over the punch list and discuss the project completion timeline. We have a goal of completing the work as soon as possible as well as addressing any credit for work that was on your contract but not performed.

• Initial Complaint

  Date:11/11/2023

  Type:Product 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.

  On Friday October 20th 2023, ***************************** (representative of System Pavers) came to my house to quote me on some work. I put down a deposit $3,148.00. On Sunday, I reviewed the quote with my husband and he suggested I get a few more quotes, System Pavers quote was surprising expensive. On Sunday, October 22nd, I sent System Pavers "NOTICE OF CANCELLATION". I faxed the notice, emailed, and messaged ****, etc. They have a ***** number to contact, I keep calling to request status of my refund deposit. They did confirm the "NOTICE OF CANCELLATION" was received and a manager will contact me within 48 hours.. CRICKETS!! I cannot seem to speak with anyone. I contacted **** regarding refund. **** stated he has nothing to do with accounting but will send him a message for his manager to contact me. So here I am.. Based on this experience with System Pavers, I will NOT select them to do the work needed at my home. It is IMPOSSIBLE to contact anyone to assist me and tell me where is my refund!! The answer I get is, we will have a manager call you .. then CRICKETS!!

  Business Response

  Date: 11/15/2023

  Our sales Manager has reached out to the customer to let them know that the refund was processed on Monday and they should be receiving it shortly.

  Customer Answer

  Date: 11/16/2023

  Today is November 16th. A manager contacted us and told us that he had our refund check in the office. That he would drive over and deliver it. We contacted the system pavers for an update and still no refund.. 

  Business Response

  Date: 11/20/2023

  The deposit has been processed for refund on 11/14. We have confirmed that the check was delivered via ACH back to their bank and have reached out to the customer to let them know.

• Initial Complaint

  Date:11/05/2023

  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.

  We had a driveway installed with this company a few yrs back. The driveway has been repaired several times including most recently a complete redo of the base and pavers being laid again. The problem of the pavers becoming uneven, sinking, and misaligned has again begun. To the point that our neighbors are pointing it out to us. I again went through the process of contacting the company and requesting a crew come fix the issue. Very similar to last time I have now run into a failure of contact by the representative working with me. This is the SECOND time I have had to file a complaint with the BBB about this company and this exact issue. I am beyond disheartened about the service being provided on our warranties product and find it very disturbing that such a large company continues to play these games of being non responsive. I am requesting the BBB assist in getting the company regional manage to contact me again and get this warranty and on going issue with our driveway fixed for good. Several of our neighbors have paver driveways put in by other companies with NO similar issues. Please have System Pavers have a person that will be responsive and get this issue fixed!

  Business Response

  Date: 11/13/2023

  We met with ************** On Friday 11/10 and have discussed the repairs that are needed and will begin the repairs next week once his other construction project has completed.

• Initial Complaint

  Date:10/27/2023

  Type:Product 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.

  I've tried for a month to get a referral bonus due of $500. My neighbors, Audie and Susan Chang put pavers on their driveway after I referred them. They told their designer and he submitted the request and I also received a phone call from Ryan who handles the referral bonus submissions. I was told the delay is in their southern CA office and I would get a check next week, same story I've been told for a month. This may not be an issue with the Fremont office, not sure, but it's an issue with a significant delay in getting what they promised, a referral check that I'm due for $500.

  Business Response

  Date: 11/01/2023

  The integrity of the Referral Program is of the utmost importance to System Pavers. Unfortunately there was a snag in the process with this particular check, which was deeply regrettable. Our referral manager extended apologies to Joyce on 10/26, and assured her that the check would arrive the week of the 30th. We’d like to again thank Joyce for referring her neighbor to System Pavers.

  Customer Answer

  Date: 11/02/2023

  I have repeatedly contacted Systems Pavers for the past month to inquire about the $500 referral check.  Each time I call, I've been told 'the check was cut today and is in the mail, you'll receive it this week'. To date, I have NOT received the $500 referral check. I am not accepting this as a closed issue until I actually receive my check.  It is now November 2nd and I do NOT have my check. Systems Pavers has deliberately stalled on what they promised and given that I am a past customer of theirs that spent a small fortune utilizing their services in putting extensive pavers on my property, I am deeply disappointed in the way I've been brushed off and treated.  Once I receive my check, I will close this issue.

  Business Response

  Date: 11/20/2023

  We have mailed out a check to the customer on 1/27 and we have confirmed that customer has received the check.

  Customer Answer

  Date: 11/22/2023

  System Paver's response is incorrect.  They DID NOT mail me a check 1/23, I received it in November, 2023.  They don't have their dates correct.  Yes, I received the check and didn't have the option here to select that this is now resolved without rejecting their message.  You can close the case now.  It took them over a month of constant contact to get the check issued; this could have been avoided if they had better customer service towards a customer that did a great deal of business with them! 

• Initial Complaint

  Date:10/14/2023

  Type:Product 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.

  I scheduled an appointment with System Pavers for the installation of artificial turf and a putting green. On September 2, 2023, a salesperson named ********************* visited my home to provide an estimate for the project. After receiving the estimate, I expressed my interest in financing the entire project. However, my residence falls under a ***, and **** informed me that we would need *** approval before proceeding further. To secure my commitment to the project, he requested a $1000 check to hold while we awaited *** approval. This was to ensure that I could apply for financing with a 0% interest rate once we received the green light from the **** Subsequently, **** sent me the necessary *** paperwork, which I promptly submitted to the *** board. After about a week, I received feedback from the *** indicating that System Pavers' insurance was expired. I relayed this information to ****, who promptly provided me with updated insurance details. I resubmitted the documentation to my *** for their review.A few weeks later, I received a text from ****, stating that he would send me a link to initiate the financing process. I agreed, but after waiting for a week, I did not receive the promised email. I attempted to contact **** via calls and texts, but I did not receive a response. When I reached out to his office, they assured me that **** would get in touch with me.Finally, after a couple of days, **** contacted me and claimed that he had sent the financing email. He further informed me that since I had not completed the required forms, he had deposited my $1000 check. I requested proof of the email's delivery, as I had not received it, but **** failed to provide any evidence. As a result, there is no verification that the email was ever sent. Furthermore, the unexpected deposit of my $1000 check caused issues in my bank account.In light of these circumstances, I am seeking a refund of the $1000, as well as compensation for the damages I incurred.

  Business Response

  Date: 10/20/2023

  We have contacted the client and have informed them we will returning their full deposit amount.

  Customer Answer

  Date: 10/21/2023

  This is false - I have not been contacted by the company and not been informed about the return of a deposit. 

  Business Response

  Date: 10/27/2023

  We contacted ************** via email and let him know his refund was approved and on it's way. We have shipped it via certified mail.