ComplaintsforDeck and Drive

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Deck and Drive $5800 on August 8, 2023 to build a driveway at my house in ***********. I chose Deck and Drive specifically because they claimed to have lots of experience working with city code departments and they could make sure my driveway would be compliant.Deck and Drive never managed to get a permit. They repeatedly lied to me about what they had submitted to the city, and how the city had responded. I twice had to call *********** to find out the status of their permit application and found out both times that Deck and Drive had misrepresented things - the first time (in December 2023) the city of ***** had given clear guidance of what they needed (drainage plans, an updated survey, modifications to the plan for connection to the road) and Deck and Drive told me that the city had just denied the permit and we should move forward without it. I worked with a new manager at Deck and Drive to update the plans to meet the city's requirements. The second time (March 2024), Deck and Drive told me they had resubmitted the permit and that was flatly untrue, ***** had not received anything new from them since October 2023. After I called the city in March, Deck and Drive finally started trying to figure out what the city was looking for and told me that they would get an engineer to make the drainage plans (for which I agreed to pay an additional $1500, at completion of the job). They promised this would be done in a week but it is not done six weeks later. As far as I know, deck and drive hasn't ordered materials for this job and never received plans from the engineer - I think I should be entitled to a full refund of my $5800. I wish I could ask Deck and Drive to finish the job because I still need it done, but unfortunately my trust in them is completely gone.

  

  Business response

  05/08/2024

  Thank you for taking the time to speak with our General Manager regarding your project and for giving us the opportunity to resolve any issues you may have experienced. It is our goal to provide 100% customer satisfaction and we appreciate you helping us improve! Thank you for being an awesome Deck and Drive customer.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently hired ***************************** to do some work to my existing patio and driveway and the to clean, sand and seal the entire area. The initial work was completed and the cleaning was scheduled with some confusion but completed. The cleaning did not come to my satisfaction and I spoke to *********************** to stop the sand and seal scheduled for the following day as it did not make sense to seal over dirt and stains. We agreed that the seal and sand would be canceled. In the meantime I contacted *********************** (salesman) for an update and surprisingly to advise him of two of my neighbors that wanted cleaning as well. He never called back. ******, the project manager has agreed to refund the amount for sand and seal and said that someone would be contacting me for the change order to address the refund. No one has contacted me and now ****** is ignoring my texts and calls just like Will. Two weeks later I then contacted the owner *********************** who also never returned my call. If you hire this company please make sure the contact states evening you agreed to word for word. Leave no room for questions. This company also does not like to refund and demand all monies up front before the job is started and scheduled. Not a good policy. Unfortunately not a good experience with *****************************

  

  Business response

  05/08/2024

  Hello ******. We want to acknowledge that we have received your complaint and have tried to reach out to you using the phone number you provided however we have not been able to reach you. It is our goal to provide you with great customer service and work with you to resolve any issues you are having with your project. Please call us directly at ************ so we may assist you. Thank you.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Deck and Drive to installing a circular driveway on 1/11/24. After several months the permit was finally approved on 4/9/24. They started on 4/11 and the job was estimated to be 3-5 days. On 4/13, I contacted the project manager ******* with concerns that the deck was not flushed with the side walk or street. The hump was high and posed a tripping risk and flood hazard. The 1st inspection with the city was scheduled on Apr 15, the city showed up and made several observations on the project. The city disapproved the inspection for the following reasons: Work concealed the paver laid prior to the Sub base inspection. No curb work has been performed to comply with City Details No footer installed at road edge is to high due to the installation of the paver over concrete. Manufacturers installation detail must be provided as the paver are not concrete bricks only 1.5" in thickness which is not per plan I want to express my complete frustration with Deck and Drive. This is a company that specializes in driveways how did make such careless mistakes with my install. How did the company not know that you cannot have a high raised driveway and that the crib needed to be completed prior to inspection. How did you also just start an overlay knowing the city has to inspect the slabs that the natural rock is being being applied. Not to mention I am paying for high grade natural rock travertine pavers not concert pavers, did you all submit the wrong installation plan for them to be concerned about the thickness as I know that travertine pavers only come in 1.5 thickness.On 4/15 ******* comes by to review the inspection report and take videos/pictures. He stated he apologize as the installers should have never left the high raised driveway and that he will ensure my driveway is flushed. He also stated the project is being place on hold. I inquired what that meant he stated they will correct the issues, I wanted to understand the timeline as at this point I had an incomplete driveway. My pavers also are at risk for getting cracks and chips because they are just laid down and are not steady. He reassure me that this project will be completed in about a week and that he will be in touch. On 4/16 no one showed up, I called *******, I expressed my complete frustration with the permit status as well as inquired who covers the re inspection as that should be covered by Deck and Drive. I also and texted ******* the same message. They both apologize and admitted it was a lack of communication on their behalf but they were committed to getting the project completed asap. I was advised they will show up on 4/17-4/18 to correct the issues and reinspection will be scheduled for 4/19 at the latest.On 4/17 no one showed up. Around 10 am I text ******* for a status, he states the installers were finishing up another job and will arrive soon. The installer arrived cut the curb, added more lime rock to the new area, and picked up the travertine pavers on the end slopes. 4/18, today no one has showed up and I heard nothing from ******* or ****** regarding my install. The reinspection hasn't being scheduled or paid for.At this point this company has a big lack of communication. This is a big job and the amount of frustration this has on me and my family is unacceptable. They still needed to pull up the concrete on the end slopes and removed the pavers over the existing driveway to shave down the concrete for a more flushed no hump look. I'm wondering if the reviews are totally flawed and paid for as I was not expecting this type of service from such a high ranking company. I understand mistakes happen but the constant lack of communication is bad, I should not have to keep reaching out on a status. We are going on a week and the job is no where near done and I have no idea when this project will be completed, meanwhile I have no driveway, my grass and trees are dying due to the construction. I'm stuck.

  

  Business response

  04/19/2024

  Hello ********. Thank you for posting your feedback. We apologize for the experience you had as this is not typical. Thank you for taking the time with us to discuss the issues you were having. Our is on team is working with urgency to fix any issues. We thank you for your patience as we work to resolve. 

  Customer response

  04/30/2024

  I wanted to provide an update that although the staff at Deck and Drive is nice. I have had now 3 inspections that have failed and my confidence in them completing the project is out the window. Even after a failed inspection it takes them 1-2 days to show up when in reality I should be prioritized and a team should come out the same day to fix the issues. Still waiting with limited resolution. 

   

  

  Business response

  05/13/2024

  Hello ********. We apologize for any inconvenience with completing your project and appreciate your patience as we work to resolve any inspection issues. We can see in our call logs that communication with you has been consistent and regular and we will continue to communicate with you regarding our progress as we work towards completing your job asap. ********, our customers mean everything to us, I can assure you that completing your project is a priority for us. Thank you for your feedback and giving us the opportunity to make you a happy and satisfied customer!  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************** (my girlfriend) and I paid a deposit of $1650.00 (50%) for a Patio extension to Deck and Drive. After submittal of plans to the **** the *** rejected plans and then supplied the *** requirements. After providing Deck and Drive with the *** requirements via E-mail a week went by and no response from Deck and Drive was received with updated plans and updated quote. I then sent them a follow up e-mail requesting a full refund of our initial deposit of $1650.00. I promptly received a phone call from Deck and Drive to discus the situation. I told them that ******** and I have no confidence that Deck and Drive can get this job done properly and in a timely manner. I was told that their contract does not allow for refunds. ***** continued to pressure me into continuing with this project. I continued to let ***** know that we had no confidence in Deck and Drive and would like a refund of Deposit money. No work at our home has been started or supplies have been purchased. So far the only thing ******* and I have received are drawings of Proposed patio extension, which was not approved.

  

  Business response

  07/19/2023

  Deck & Drive takes these matters very seriously - which is why we immediately contacted the homeowner. After some discussion - we agreed to the following.

  New Scope for a smaller patio extension resulted in a new price of $2,394.00

  If the homeowner chooses to add a footer to the scope for a ************** Enclosure" - that price with the patio extension would be $3,317.00

  The homeowner will let us know how to proceed - after they completed their due-diligence around the Screen Enclosure

  ***********************

  President - Deck & Drive 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I retained Deck&Drive to do a paving job at the entranceway of my property. they submitted an estimate that was lower than the other companies which was the reason for my choice. I signed a contract and paid half the total cost of the estimates in the $1,010.16, which was picked up by ******* on August 18,2022. On Wed. Oct. 19,2022 workers from D&D finally arrived on my property to perform the job. After 15 minutes I received a call from ******* of D&D telling me that they will charge me an additional $900.00 due to the state of the concrete, I refused then they lowered the amount to $600.00 and I still refused, then the workers left, leaving the front of my house in a deplorable state after breaking part of the concrete, and bricks stored on my lawn, what represented an hazard for anybody entering or leaving my house. On Monday Oct. 24, 2022 ****** (project manager without and introduction card) came to my house. while we were talking, he then took measurements of the entryway. It was at that point l realized the company did not take proper measurement of the work to be done and submitted an estimate only according to the picture that was sent to them. The following day, I received an additional estimate for the part that was not covered by their estimate in the amount of $1,178.00. I then wrote to the owner of the company, Mr. ************************ vowing my outrage and the sloppy work of the company. He never answered my mail. I then asked the company to reimburse me the deposit, since I lost all respect and confidence in them.*************************

  

  Business response

  02/13/2023

  ***************************

  
  We Deck & Drive work hard at exceeding our customers expectations unfortunately and rarely - there are occasions where customers try to take advantage - this is one of those occasions.

  ******************** gave us dimensions and told us that 120 sq ft was all that was necessary to do the work at her home - We signed a contract - with our remote bid specialist - using the sq footage ****** provided.  

  When we went to do the work - the actual sq footage was 255 sq ft. - Almost double. Additionally - ****** knew better because she received other pricing from competitors - for a much higher price. 

  We presented ****** with three options. 1st option-  to cancel job and ****** would forfeit her deposit. 2nd - to let us do job the work that was  outlined in original scope. 3rd. to sign change order for $1500 and do what she was expecting

  
  Weve tried to resolve the dispute but not at the expense of us being unfairly taken advantage of. We continue to hope that the homeowner will have a change of heart and realize that their position is unfair.

  Sincerely,

  ***********************

  President

  Deck & Drive

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2020 my *********** contacted ***************************** because we were interested in installing pavers for our ********************************** In May 2020 we decided on a paver & put in our order. We spent around $4310 for our ********************************** Not until after July 4th were the pavers installed. On 9/2/20 I emailed the office to follow up on phone calls I had made asking them to come out & fix several cracked pavers & some that were separating from the side. I attached photos of the broken pavers. Since then every few months either my husband or I would call or email to office, providing pictures, asking for repairs to cracked & broken pavers. I have all the emails if you'd like I can forward them to someone at the BBB. Each time repairs are done they say this will be the last time and assure us it is fixed properly. This has never happened. We had the previous owner come out to take a look at the driveway, as well as the new owner. They assured us they stand by their product & would make any repairs needed. Again, we have several cracked pavers so I called the office on Tuesday 1/3 to let them know and ask for a repair. The receptionist informed me there is a repair fee of $4,000. I told her no one has ever charged us for these repairs, and asked when was this policy started. She told me it was always their policy but she would have someone contact me to let me know about the repairs. Their field manager emailed me on 1/5: "Unfortunately this job is no longer under warranty . We will gladly come out and do any repairs, but would have to be under a new contract ,with a minimum of $4,000 worth of work. Please feel free to reach out to me if you would like us to send a new proposal. Thank you!"I replied that I would never pay them anything, especially $4,000 for a job that was never properly done & has needed repair from the very beginning!I am asking for the assistance of the BBB for either a full refund or a complete replacement (entire driveway ripped up and reinstalled).

  

  Business response

  02/08/2023

  My name is *********************** and I am the President of Deck & Drive.

  
  

  Your problem was recently brought to my attention - and I am hoping to resolve your issue.

  
  

  Is there a day next week - when I can send my ******* out to meet with you and see exactly what your issues are?

  
  

  Let me know a convenient time that works for you

  
  

  Sincerely,

  
  

  ***********************

  President 

  Deck & Drive

*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. ↩