Complaints

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New pavement started to sink within a few months, and Total Paving ignored my request to have it checked out for remedy

  Customer response

  11/12/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Total Paving September15 2022 to redo my front step and redo my asphalt driveway. I paid ******. After 9months my driveway cracked and the cracks are growing longer wider and new ones are forming. I had other companies come out and they think it is insufficient base cause the whole driveway to crack ( they expanded my driveway the day they put in new asphalt and put no rocks ir base under it and there are major cracks and I have pictures to show it ) I .. had ******* and ************************* come out and asking for a driveway without cracks is opening a can of worms . I would need to hire a digging expert and sign a contract agreeing to pay for digging it up undercutting And new asphalt- paying fir a redo after paying ******.. ****** even noted on the invoice he sent that a notable amount of cracking which is not typical for a year old driveway has been an issue that *** not be resolved by typical repair methods My driveway is under Warranty but that means nothing to them as they dont Stand behind their work. The Total paving website guarantees an esthetically complete driveway that shows off its beauty , and their commitment is to provide a strong durable pavement that is functional and reliable for years to come , and that the proper steps are taken to install a driveway that lasts - that is not my CRACKED driveway! Cracks , cracks ,cracks my new driveway from Total Paving is a bunch of cracks which are growing multiplying and getting worse each day!My driveway from Total Paving is a horribly cracked mess !!!! i

  Business response

  09/29/2023

  We have had multiple site visits with the customer and have requested that we first perform repairs to the driveway as the reason for the cracking could be due to multiple factors. From our evaluation and documented process during construction all standard protocols and industry practices were followed and verified by the ******************** inspectors. A deficient base would not cause cracks it would cause depressions which we do not see on *************** driveway. However, there are other variables that can cause cracking some being subsoils below the existing base such as ***** other unstable soils, excessive dryness or long periods of now rain, excessive or wrong seal coating materials. 

  We would like to first perform the repairs on the driveway to address the cracks prior to considering any further actions. The repairs recommended are infrared repairs which do not require saw cutting or removing, but reheating the existing pavement to be able to manipulate it and reinforce it with new material and thoroughly recompact. 

  Customer response

  10/03/2023

   
  Complaint: 20664574
  
  I am rejecting this response because:  

  It is a big NO to infared repairs

  1)all 6 of the driveway specialists I had come to my house about my cracked driveway from Total Paving said Do Not do infared repairs- not only does it look bad but it does not solve the problem as to why it is cracking and it will crack again and as the driveway continues to develop longer and bigger and new cracks it will still be a cracked mess- the only solution is to dig it up, make sure the base it suffient and replace the whole driveway with new asphalt - which is what each of them wouldve done  and stood behind the work -if I had used them especially under warranty
  2)************************* owner if Total Paving even stated in his quote 

  A notable amount of cracking, which is not typical for a year old driveway has become an issue that *** not be resolved by typical repair methods

  The cracks are probably due to insufficient base

  1) village of Deerfield does not check driveways for sufficient base and makes no inspection prior to asphalt

  I went to the village engineering  and sent emails with my pictures of my cracked driveway to ***********************

  Hoping that Deerfield like the other villages do should inspect so people dont have cracked driveways like me

  2) the circular part of my driveway was added on by the previous owner

  And lacked sufficient base as Deerfield did not inspect then and the 

  Cracking is in the circular portion of my driveway in a circular formation

  If the cracks ( which is not how the ground would crack )and the area behind the garage the original is ok

  3)it is not due to sealcoat as I used a five star company from highland park and black Diamond sealcoat great product 

  4)yes I do have a big dip indentation

  Near the cracked side that collects water when it rains - bad base

  5) when I showed the driveway specialists the pictures with the towels they said there was no base or rocks added to that cracked side  as they just dug it up and laid the asphalt to the towel line  as the driveway was laid two weeks prior and that side was crooked and expanded 

  6) one driveway specialist wrote in their proposal to redo my cracked 

  Driveway in all likelihood though we are dealing with base issues in the semicircle  area in particular I have picture

  7)another driveway installer texted 

  After seeing my cracked driveway

  No problem happy to help. It is still my opinion that the base was not prepared properly. Sorry you have to go through this

  I have picture 

  I want my money back

   

  8)most of the cracks are in areas where Total Paving extended and expanded my previous driveway- the side that had the towels along the cracked side and the semicircle was expanded to make the area with plants smaller and  the driveway bigger and wider there so there was no previous base there

  From my old driveway 

  ******************* my installer ,  who no longer works there  did say that they *** need to add base or foundation 

  But he did not show up the day they laid the rocks and base and was not there the day they put in asphalt 
  

  
  

   

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

  Business response

  10/11/2023

  "2) the circular part of my driveway was added on by the previous owner and lacked sufficient base as Deerfield did not inspect then and the cracking is in the circular portion of my driveway in a circular formation
  If the cracks ( which is not how the ground would crack ) and the area behind the garage the original is ok."

  
  Based on the information provided on last response, section stated above. This information was unknown by us that the "the circular part of my driveway was added on by the previous owner
  and lacked sufficient base as Deerfield did not inspect then." The cracking the driveway is experiencing is in the circular area of the driveway which was an add on by the previous owner. The straight portion of the driveway infront of the garage is in perfect condition. Based on this we have reason to believe that the subsoils beneath the driveway base are in adequate in the circular portion of the driveway. We did not quote nor contract to excavate any portion of this driveway only to add stone as necessary, grade, and compact the EXISTING stone base. Anything underneath the existing stone base was not our responsibility to remove or replace and it was not evident that improper soils existed underneath the existing stone base. Had customer disclosed this at the time of the estimate, we could have quoted at the time of the estimate or at any time during the work being performed, but we were not informed. Also, as a clarifying point ******************* the original estimator is still with the company and we have clarified various points on this project with him.
  

  With this being said, our best proposal in good faith is to offer to replace and excavate the CIRCULAR portion of the driveway ONLY for the *** cost of $2,000 to the customer. This would include removal of the existing asphalt, removing of stone base to inspect subsoils, and excavation of sub-base to remove any improper or unstable soils as necessary. We would then fill with existing stone and new stone and pave with 3" of new asphalt. 
  

  Attached are pictures of the driveway prior to us commencing work at the time of the estimate. As you can see, the cracking in this area is almost the same as it appears now on the new driveway. The area in front of the garage of the old driveway had much less cracking than the circle portion of the driveway, similar to what is happening on the new driveway. Therefore, further confirming indicating that the circular area of the driveway will require excavation of improper soils which we did not price nor quote on during the time of the work being completed. 
  

  
  

  Customer response

  10/13/2023

  Complaint: 20664574
  
  I am rejecting this response because: 

  1) I went to village of Deerfield 9/12

  To show the engineers pictures of my cracked driveway from Total Paving

  And ask the village to reconsider 

  Their driveway permits in the future to include inspection of base as other villages do this important inspection

  To insure the base is correct. The engineer looked at the cracks on the circular part of the driveway and thought it possibly looked like an addition- so since the previous owner had three driving teenagers and that it was an engineer I thought this *** be why the concentration of cracks are in the circular area . So this was a year after my new driveway was put in-however, I called the village again today 10/13 and had them relook at the plat survey of my house that I provided to your company and the circular driveway is there and there are no records of it ever not being

  Circular. I have lived here for 28 years and it always been circular. 

  2)The majority of the cracks are on the side where Total paving enlarged it from its previous side and the pictures with the towels show the expansion with no rocks and no base

  Added. The majority of the cracks are also in the circular area which was widened by decreasing the area of plants in the center, again no previous base there. There are new cracks forming and expanding all over the whole driveway including the aprons

  ( especially the apron behind my garage) I had six driveway installers come and give their opinion that the cracking is due to insufficient base- two of which I quoted in the previous response and ************************* the owner  stating that a notable amount of cracking which is not typical for a year old driveway, has been an issue that *** not be resolved by typical repair methods my driveway was under Warranty and their guarantee does not mean anything as they do not stand behind their work. 

  I see their response to have me pay an additional $2000 to them to redo

  The circular part of the driveway and that is  Not going

  To happen. I want all my money back $ 11,589

  But would be willing to accept a check

  For $2000 to resolve this matter with my cracked driveway from Total Paving.

  
  

  Sincerely,
  
  ***********************;     

  Business response

  10/24/2023

  We are willing to agree to settling this mater for a payment amount to *************** of $1,000.00 as a final settlement amount for the dispute. With this we would require an agreement to no further claims or an agreement of no defamation. As there are multiple variables that come into play with this driveway that are out of our control. Including that if the driveway were to be removed and replaced as is, we could not guarantee it would not crack again as we believe there is an issue with the subsoils beneath the driveway stone base based on the cracking noted. And the only way to rectify is to excavate the subsoils which was not quoted and would require an additional expense to perform.

  Customer response

  11/01/2023

   
  Better Business Bureau:
  
  

  Yes please mail me the check 
  
  

  Sent from my iPhone

   
  

  Customer response

  12/04/2023

   
  Complaint: 20664574
  
  I am rejecting this response because:
  Case number 20664574
  On November 1st my case was closed with Total Paving as they
  Offered a check for $1000
  To resolve my extremely cracked driveway.
  I accepted their offer but have not received the check
  Please reopen the case and have Total
  Paving mail me the check for $1000
  Per their offer for resolution
  Sincerely,
  
  ***********************

  Business response

  12/05/2023

  The customer was contacted to sign the discussed agreement prior to sending the check for $1,000. The customer has signed the agreement and we have a check ready to be sent out this week as soon as this case is closed again. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hired for a large job. Ran their paving machine through the landscaping and crushed the walkway. Sealcoat and paint applied in too cold of weather and they refused to redo after it flaked off after 4 months around 10/2022. Difficult to get ahold of to reasonably resolve issues after they have been paid

*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. ↩