Complaints

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Paver Traders to re-do the pool deck. The person came to my house to inspect the job and saw where the pool was located and the overall environment. I chose a white travertine and the person agreed with my choice and did not offer any alternative.He never mentioned that the floor had to be sealed and after the initial few brown stain appeared I call to store back asking for the name of the company that came relatively quickly to seal the floor.Despite that, the floor kept getting stained every time leaves or seeds from the surrounding Palm trees or Oak trees fell on the floor. I went to the store complaining several times, I left multiple phone messages: no reply. I was told that it was my problem. They denied any responsibility for having sold me a product that clearly was not suitable for the pool location.I was told to buy a power wash machine: its does not help. I used peroxide but it is ineffective.Lately, since pollen fell on the deck the irrigation system wet the floor and the stains have spread all over.

  Business response

  03/13/2023

  ********,

  We have a multitude of pavers to choose from and when you were in our showroom you chose the paver you wanted installed. I mentioned to you that I had had issues with that paver in the past but you were insistent that you wanted something white and decided to move forward with the selected material. You had numerous options to choose from, so it's not a fair representation to say that you didn't have alternative options.  The pavers do not have to be sealed, we always leave that as a customer option. We certainly never told you that it was "your problem"  and simply dismissed you. We have responded to all of your phone calls, emails, and have always been available to try to address your concerns when you've stopped by our showroom. We went to the manufacturer and ran your complaint up the chain with the owner to have the sales rep for that company come out and walk your property. The paver you picked is suitable for -and manufactured for- pool decks and is commonly and frequently installed. We're sorry that you're having issues with the pool deck but we've explained it's not an installation error.  Everything has been installed per **** standards and we take pride in being one of the most reputable paver companies in this area. The only thing we were not willing to do was rip up the pool deck and replace it in its entirety on our dime. 

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