ComplaintsforPAP LLC

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  About a year ago, we had PAP come out and replace the asphalt in our driveway. We have been disappointed ever since. Our frustration comes from both the poor quality of work, and the terrible communication with PAP. ****, PAP's owner, handled our bid and interactions. We've tried for a year to address concerns, but PAP showed no interest. **Quality Issues:** - Asphalt was laid before rain, despite our concerns, washing away the 'new' finish. - Small chunks of asphalt broke away days after the work. - Roller left long unsightly seams, prone to freeze/thaw problems. - Grading was mostly good, but a high spot causes water pooling and ice. - New concrete pad was chipped due to roller mishandling. - During the winter, seepage comes through the asphalt, others in the industry say they have never seen this. When asked, **** could not say how much base material was there prior to pouring. All of these concerns were communicated to PAP - but never taken seriously or addressed. - One time PAP came out to look at things, but they never even got out of their truck, as they performed their assessment from a moving vehicle at the top of the driveway. ??- Another time, **** came out to look at things - however he was on a FaceTime call during the duration of our visit, and very much distracted as I tried to explain our concerns. **Communication Problems:** - Initial communication was fine, but almost impossible after PAP was paid. - Numerous calls and emails went unanswered, with staff seemingly blocking our number. - Promised crack sealing nearly seven months ago, has not happened. - In last interaction, ****'s response was dismissive and arrogant, saying he "doesn’t even make money of off small jobs”. - PAP repeatedly committed to actions but never followed through. **Summary:** Our experience with PAP has been disappointing, and is our worst contractor interaction yet. PAP has shown no interest in addressing our concerns and fixing their poor quality work.

  Business response

  09/15/2023

  I have *** and **** contacting the owner 

  Customer response

  09/20/2023

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

  This response does nothing to address the matters at hand. **** (Owner) has had ample opportunity over the past year to communicate, let alone make things right. *** came out in late July and said he asked **** about doing the repairs, but was told that **** was not interested. I spoke with **** in early August over the phone - where he was rude and combative. He has not followed up, as he said he would.
  
  I even informed both **** and *** via a text on 8/16/23 that I had no choice but to open up a BBB compliant about their poor work and terrible customer service. Neither have since responded.
  

  This matter has not been resolved.

  
  Regards,
  
  ***** ******** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Blacktop seal coated -The crew came to do work July 12-14th (*** was the foreman) and was the one who estimated the project based on ***'s original bid. -Used my 5ft wide tractor to back up the crack filler trailer for the crew in a walk path area as it's too curved and narrow to use their truck. I suggested and expressed concern about a vehicle doing damage. *** agreed. I offered to use the tractor again when they were going to spray seal coat but *** multiple times said they had a long enough hose to reach this path area. The next day I was gone when they started and the hose was not long enough and they used their truck. Just like I expressed my concern they got near the edge and the embankment gave out slightly due to the heavy truck and the front wheel sunk in the blacktop as a result. It was more frustrating that they did not tell me about it. I found it the next day when the seal coating was dry and I was inspecting the job. -On July 14th I text *** and *** (original estimator) regarding damage and pictures. - July 18th *** and the crew came out to seal cracks but the machine was broke down so they left. No response since. he stopped replying. July 25th I again texted ***. He replied, "Got it". -July 28th called ****** the job coordinator (boss's son). He said they would come out the next day. Late that day he called and said they'd have to come the following week cause it would need to be saw cut etc and they were and will be working in Pagosa (local town). Following Wednesday (Aug 3) I called ****** again to see about the schedule. He proceeded to tell me I will have to pay and it was my property and the blacktop's fault (he never saw the property). Again said it wouldn't be done that week. We agreed the week of Aug 15th. I text him Aug 15th. Again he said it would be a couple weeks. Asked for owner **** to call me . ****** said he would. No call. Left the office a message on voicemail Aug 24th. No one has called. I repaired and want reimbursement.

  Business response

  10/20/2022

  *** no longer works here. Our employees are instructed to not use customers tools, equipment or facilities ESPECIALLY if the client is not home. In no way shape or form is it acceptable to use your tractor to pull or attach to our equipment. This would only lead to more issues if damage is done to your tractor or our equipment because of the tractor. The damage was done NOT because of *** using our equipment to complete the project which, by the way, is how we bid the project and is included in the price quote, but because the asphalt was not originally installed correctly. ALSO, we have offered to fix the divot once we were in close proximity to your home with hot asphalt. We felt this was a generous offer as we have no fault for the damage. 

  To be clear, *** should not have used your tractor to move our equipment in the first place and sure was not going to use it if you weren't there onsite. 

   

   

  Customer response

  10/24/2022

  Complaint: ********
  
  I am rejecting this response because: *** is the only person from PAP to have even viewed the damage. NO ONE ELSE has been to and seen the exact location of the damage on our property. Secondly, PAP has no clue (even if they had visited the property) to know if the blacktop was installed properly. Thickness, preparation substrate or compaction done prior to blacktop installation is unknown to everyone except me and blacktop installation company (not PAP) This is an easy cop out and a simple blame game for PAP. Offer to repair when in the area? Yes but maybe the owner (or responder to my complaint) needs to re-read the complaint. This job was done in July. Owners son ****** said they were working in Pagosa Springs at time of original contact and he made excuse after excuse as to why he could not come out then. At some point it needs to be fixed if they are going to act in a professional way. Today is Oct 24th in which PAP FINALLY made a point to respond. Over 3 months. In the meantime NO ONE has contacted me to do the repairs since Early August when ****** stopped responding to me so don't tell me your going to fix it when you are in the area. PAP (****) can keep his money because these excuses used and blaming another companies work (WHOM THEY HAVE NOT EVEN SEEN IN PERSON) is very indicative of what kind of company PAP is. The owners clearly need the money more than I do. I actually feel sorry for them. The General public's response clearly agrees with me in the volumes of responses I have received. You reap what you sow. I have accomplished what I set out to do and that is test the legitimacy of PAP.
  

  On another note. County roads and Bridges are designed (substrate prep and load bearing design) to withstand completely different weight and limitations than Interstate roads and bridges - JUST AS A WALK PATH has even far less requirement. If **** and his employees (estimators) don't even know that and that they should consider that when bidding a job then they don't even know their own business very well, which again is very obvious by the public's response that I have received. Their professionalism, care, concern and responsiveness to problems is consistent in that is DOES NOT EXIST.
  
  Regards,
  
  *** *****

  Customer response

  04/04/2023

  No contact from PAP to me has been made. I have repaired the problem area and am very unsatisfied. I DO NOT want the issue noted on your website as resolved because it is NOT. Acceptance of the damage and repair (now the payment of repair) is only way I would say this is resolved. Without that I would say PAP gets O stars
  ***

*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. ↩