ComplaintsforKaplan Paving, LLC

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct 2022, I contracted with Kaplan to remove and replace the driveway on a house I was renovating.It was close to the end of the season and they told me they would try to fit my project in before the asphalt plants closed. I had a dumpster on site so I asked them to make sure they could fit me in before I had it removed. I also wanted to have a downspout installed prior to paving but because of the tight time frame, they were not able to do it.They informed me theyd be starting the job and I had the dumpster removed the day before, only to find out after they failed to show up that they were not going to do the driveway until the following spring! I was disappointed and annoyed that I had my dumpster prematurely taken away but agreed to maintain my contract with them. Prior to the job starting the following spring, I had the downspout drain installed by a professional with heavy duty pvc.The day of installation, I could already tell that the drainage was not right. The workers had tried to burn a large area and scrape it to make the drainage better but it still wasnt right and it looked terrible. They did return and make a second attempt to fix the slope and it did help a little but the driveway looked even worse. It was an unusually dry spring but when we finally did get rain, it was clear that the drainage was still an issue AND I discovered that the downspout I paid to have installed was completely filled with water. I once again contacted ********* sent someone out who admitted that the drainage was still not correct but made a series of comments about the downspout indicating that they would try to find a way to not take responsibility for damaging it. I heard nothing so I contacted Kaplan again. **** came over with the same excuses as well as claiming that I lied about Kaplan telling me to have the drain done before they paved (I have emails). Since then, Kaplan has made no effort to resolve the issues despite claiming they would make it right.

  

  Business response

  02/06/2024

  The situation we have here is not a Kaplan problem.  Kaplan has offered numerous solutions to this problem but customer believes we are somehow responsible.   Kaplan was contracted to install a driveway and customer hired another contractor to install drainage and bury their downspout as part of the drainage plan. This was completed prior to Kaplan doing the driveway.   When driveway was complete it was discovered that drainage did not work as planned and Kaplan was blamed for doing something incorrectly.  We did not.  Upon a site inspection after the work was completed we discovered that the pipe used for the drainage was cheap and flimsy and not the correct product, so we can only assume that it was not installed correctly based on the fact that they used the wrong material.  We offered to correct this but customer did not want to pay for it.  We feel the customer should be going after whoever installed the drainage not us!

  We stand ready to help but customer has not been the easiest to work with as they continue to blame us for something that had nothing to do with us.  Kaplan did absolutely nothing wrong and will not be refunding money for another contractors shoddy work. 

  Customer response

  02/07/2024

  Complaint: 21215348
  
  I am rejecting this response because: Good afternoon, I believe this complaint was closed in error and was wondering if you might be able to review the complaint again. Just to clarify, I originally signed the contract with this company in Oct/November of 2022 and paid them a deposit but they didnt do the work until April of 2023. Up until November of 2023 they had me going back and forth with their quality control and said theyd make it right but provided no resolution. Thank you for your time and help in resolving this issue.
  
  Sincerely,
  
  **************************; 

  

  Business response

  02/08/2024

  As stated previously, We have offered to help resolve this is issue that we did not create.  The previous contractor did not do a good job and used improper material which should not be our problem.  We offered multiple solutions but the customer refused.  Not sure what else we can do here.  

  Customer response

  02/09/2024

   
  Complaint: 21215348
  
  I am rejecting this response because:
  

  You have not offered any solutions. 
  You caused the damage. You are responsible for repairing the damage you caused. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5th, 2023, we signed a contract and paid a 50% deposit to get my parents driveway partially paved. The salesman assured us it could be completed in 2023 as noted on the contract. No work has ever been done on it. They informed us the week of November 12th that they wouldn't be able to do the job in 2023 due to the weather. We have been calling every week since they informed us they couldn't schedule it to have our deposit refunded. We've spoken to and left messages for the salesman, the scheduling department and the billing department. The week of December 10th, the billing department informed us that they would mail out a check. We still haven't received it.

  

  Business response

  01/08/2024

  We are very sorry for delay in getting your refund.  I will make sure your refund is in the mail today.  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Kaplan quote us on a new asphalt driveway and side extension. I had told the sales rep i wanted as close to the fence as possible. They did exactly that and now the new extension is blocking my gate from opening both ways as the new extension goes out 9.5 feet from the side of the garage. I brought this up to the person i have been in contact with (********/******). I sent photos to show my issue. i had asked if they could move the gate down a few feet so it clearly can open both ways as it did prior to the new driveway being installed. They said the best they can do is to raise the gate. But even if they do that, i would still be driving over the edges of the new driveway and i was told not to do that as that is the weakest part of an asphalt driveway. It would also leave room for things to get under my fence and into my backyard. I am not a professional in this area so the professionals (Kaplan Paving) should have mentioned that if i go that close to the fence, it will prevent my gate from opening both ways. If someone from the company would have said that, i would have said to not lay it that close to my fence then. I did approve the sketch but i didn't think it was blocking my gate from operating as it did a week ago. ********/****** even told me on the phone today that **** (sales rep that quoted my driveway) is newer with the company and he should have said something. She also mentioned this was brought up to him since i reported the issue. So clearly they are admitting to what i brought up. Their solution is to just raise the fence gate and offer a 50% coupon on a seal coating. I just want my gate to open as it did prior to having a new driveway and extension installed.

  

  Business response

  11/13/2023

  We are actually quite shocked to be getting a complaint from this customer.  His accounting of events thus far are correct but we did nothing wrong.   He requested we pave up to the fence line which we did and do on a daily basis.  The corner close to the gate had to be slightly raised to ensure that water flowed correctly which impeded the door from swinging both ways, actually pretty common.   He brought this to our attention and we immediately offered to send someone out to adjust the height of the gate which would solve this problem.  When we last spoke on Friday, customer said he was going to call me back after he thought about it, and now a complaint?  We stand ready to come raise the gate as soon as customer approves it.  

  Customer response

  11/15/2023

   
  Complaint: 20854168

  
  I am rejecting this solution as it stands for the following reasons. If the company (Kaplan) states that my recollection of events is correct, then the original solution (moving the fence gate down the fence line) should be considered. It does not appear the company wants to go that route even though it was stated to me that the sales representative was newer with the company and should have mentioned that going that close to the fence would have caused an issue. I as the consumer would have thought if i really wanted to be that close to the fence for the aesthetic reasons or I would have never asked to go as close to the fence as it currently stands. I could have made that area nice with decorative pavers and still had the gate operate as it did before the new driveway was installed. That is why my suggestion was to move the gate down 4-5 feet.
  
  I am willing to work with the company on raising the gate but I do have concerns about this. If all that happens is someone comes to raise the gate, then the gate and fence line will not be level (as shown in attached photo) and the gate would stick up further then the fence line. That is something I do not want. If the company (Kaplan) can raise the gate but also keep it level with the current fence line, that would be acceptable.
  
  I would also request the backfilling of a small portion by the gate (photo attached with highlighted area)  because raising the gate will cause a gap between the gate and the ground. If my dog was to see a squirrel or other small animal,it may try to chase it under that gap, causing harm to my dog.
  
  Sincerely,
  
  *******************************

  

  Business response

  11/15/2023

  The request to move the gate is rejected by us because we are a paving company, not a fence company.  We can adjust the height of the gate as previously offered and yes the height will be slightly higher, there is no avoiding that.  We reject the that our sales rep didn't know what he was doing because he is new as the customer has suggested a couple times.  Customer did not show up for our initial meeting.  He asked us to pave to the fence and approved the drawing we sent showing that.  Perhaps if he had been on site for our initial inspection some of these concerns would have been brought up.  We contend we did exactly what customer asked us to do, and approved.  Upon realizing the gate was an inch or so low we proposed to correct that, and still offer that solution.  If the customer wants all this other stuff done, that should fall on him, not us!  We did exactly what was asked for, and approved by him.  

  Customer response

  11/17/2023

   
  Complaint: 20854168
  
  I am rejecting this response because:

  I understand that Kaplan does not want to move the fence gate and that is their prerogative. I am open to the idea of them raising the gate but just coming to raise the gate without backfilling around that area where it is concerns me because I do not want my dog to chase an animal and then get stuck under that raised portion causing harm to my dog. Their response also stated We can adjust the height of the gate as previously offered and yes the height will be slightly higher, there is no avoiding that. I am curious to know how they know there is no avoiding the gate being higher than the fence line since they stated We are a paving company, not a fence company.
  
  To address Kaplans note that I did not show up to the first appointment is totally outrageous. I have an email dated 09/20/2023 at 10:41 am from ************************* that the initial appointment was set for 09/21/2023 @ 2:30 pm. (see photo #1) That is the time I get home from work every day.
  
  I received a call from ***************************** on 09/21/2023 @ 10 57 AM. (see attached photo #2)
  
  Upon answering the call, which lasted 14 minutes (see attached photo #2) ****** stated that he had just finished a quote around the area and said he could come by my home to complete my quote earlier than the agreed upon time of 2:30 PM.
  
  I stated I would not be home at that time as I was at work but still would be home at our agreed upon appointment time of 2:30 pm for 09/21/2023 but he stated that was okay and he would be able to do the quote without me being home. We talked about my plans for the driveway and the extension. That is why the call lasted 14 minutes. So was I absent from the meeting in person, yes, but that is no fault of my own as the agreed upon time for the in person quote was set for 2:30 pm on 09/21/2023.
  
  On our phone call, I laid out the things I was looking for. Those things were
  
  A new asphalt driveway
  A new extension on the left side of the garage
  The downspout to be buried under the new extension
  And for the new extension to go as close as possible to the fence line.
  
  It is important to know there is a difference between paving to the fence line and as close to the fence as possible.Under the assumption of the latter, I, as a customer, would expect the professionals at Kaplan to let me know if anything with my idea for a new driveway and extension would impede the normal operation of already established gates/doors.  If the initial appointment happened at our scheduled time which I agreed to, I would have been able to see it all in person. A drawing and seeing it in person are two different things. As shown in the layout sent to me by the salesperson (Photo #5), you will notice that it does not clearly state fence anywhere on the drawing.
  
  To address the other claim We reject the that our sales rep ***** know what he was doing because he is new is also not true. I immediately sent an email to my point of contact on 11/08/2023 @3:12 pm asking about the issues. (see photo #3) I was told to send in photos and they would address it on Thursday the 9th or Friday the 10th.(see photo #3). Friday came and I was called by my point of contact at Kaplan @11:12 AM and 12:40 PM (see photo #4). On these two phone calls, I explained my concerns and was trying to find a solution to those problems.
  

  On these calls is when I was told that the sales rep was newer and that my photos were shared with him for future reference. I am not stating how new the salesperson is but just repeating what I was told by the employee at Kaplan. 

  
  Sincerely,
  
  *******************************

  

  Business response

  11/20/2023

  We have scheduled an appointment for 11/29 to resolve this for customer.  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  IN JUNE 2021 I HAD MY EXISTING ASPHALT DRIVEWAY REMOVED, WIDENED AND REPLACED BY KAPLAN. WE ALSO HAD KAPLAN INSTALL A CONCRETE WALKWAY. THE WALKWAY WAS POURED BEFORE THE DRIVEWAY AND I HAD COMPLAINTS IMMEDIATELY. I SENT PHOTOS TO KAPLAN NOTING THE FINISH OF THE CONCRETE WASNT ACCEPTABLE. THE DRIVEWAY WAS DONE THE FOLLOWING WEEK WITHOUT ANY SOLUTION TO THE WALKWAY. RELUCTANTLY, THEY REMOVED THE WALKWAY FROM THE ***** AFTER THAT, I AGREED TO AN EXTENDED WARRANTY OF THE DRIVEWAY BY SIGNING A SEAL COATING CONTRACT FOR 3 YEARS. THE DRIVEWAY, AT THIS POINT WAS FINE. THE DRIVWAY WAS SEAL COATED AND LOOKED GREAT. ONE OR TWO WEEKS LATER WE NOTICED MANY CRACKS ALONG THE LINES OF WHERE THE EXISTING DRIVEWAY WAS BEFORE THEY WIDENED IT AND EXCAVATED VIRGIN GROUND. THE ASPHAULT ALSO STARTED TO DETERIORATE NEAR THE FOUNDATION OF THE GARAGE. THESE PROBLEMS WERE NOTED AND PHOTOS WERE SENT TO KAPLAN IMMEDIATLY (EARLY 2022). **** TRIED TO TELL ME THAT SOME CRACKING IS TO BE EXPECTED BUT I LET HIM KNOW THIS LOOKED ATYPICAL. I WAS TOLD HE WOULD COME TO MY PROPERTY IN PERSON TO INSPECT THE PORBLEMS. LAST CORRESPONDENCE WITH ************ EMAIL WAS OCT 2022. I WASKED ASKED MY AVAILIBILITY (AND I ANSWERED) BUT **** NEVER CAME OUT AND MY DRIVEWAY WAS IGNORED FOR A FULL YEAR UNTILL, GUESS WHAT, THEY WANTED MORE MONEY FOR MY SEAL COATING CONTRACT! I EMAILED THEM BACK AND ASKED IF THEY WERE INTENDING ON SEAL COATING MY CRUMBLING DRIVEWAY OR WOULD THEY LIKE TO ADDRESS THE GLARING ISSUES WITH THE FOUDATION OF THE **** OF COURSE THEY SAID THEY WOULD AND (AGAIN LIKE IN 2022) ASKED MY AVAILIBILITY TO WHICH I ANSWERED AND TO THIS DAY IS STILL THE SAME. THAT WAS MARCH 2023 AND I STILL HAVE NOT HAD ANY RESOLUTION AND **** HAS STILL NOT INSPECTED MY PROPERTY LIKE HE SAID HE WOULD IN 2022.

  

  Business response

  05/22/2023

  We have reached out to client and have a scheduled meeting for June 1st to address all the issues and come up with a solution to resolve those issues.  

   

  Customer response

  06/14/2023

   
  Complaint: 20052755
  
  I am rejecting this response because:

  
  

  I am not satisfied with Kaplan's resolution. We spoke on my property with **** about the condition of my driveway which he stated was "excessive cracking". I told ********** was requesting a refund and he stated he would get back to me with some refund "numbers" and I have not heard anything since june 1st 2023.  **** also accused me of scheming this whole 2 year+ ordeal in order to receive  free or discounted driveway and "congratulated" me on a "well done" plan...very insulting.  All I want is quality work that I already paid for, which Kaplan did NOT provide, therefore I would like my money back, not the inconvenience of another torn up driveway and waiting who knows how long to replace the driveway with another round of poor quality work. 

  
  
  Sincerely,
  
  *************************************

  

  Business response

  06/26/2023

  We have offered to replace the driveway free of charge due to the fact that there is significant edge cracking.  Customer wants a refund which is not our policy.  We stand by our work which is why we have been out there to try and resolve this for him.  At this point, we have offered a full replacement which doesn't happen very often and hope that the customer takes us up on our offer.  

  Customer response

  07/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept the replacement driveway. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Kalan paved our driveway in 2009 with subpar materials. The drive looked great at first until one year came and went. Kaplan had these great warrenties and said this should last ***** years if you take care of your pavement. We had Kaplan sealcoat this many years and many times over and over. The seal coat would wash off since it was so watered down and in 2010 they noticed that the dirveway was shot. Kaplan came out and made minor repairs and left everything as is. Last year in 2022 Kaplan came out looked and said your driveway looks like you had this replaced 30 years ago this is terrible. I have emails stating that this was an issue from 2010. The girl who came out said did we do this?? I said yes. The new owner was so defendent on the job and did not remeber any of the old employess. Also the new owner has no records of the past driveways installed. This is very odd you buy a buisness with no records. I was looking for a replacement drive and said I would purchase the permits. When I purchased my driveway it was $8000 Last year I was quoted $14,000. No warranty. I let it go but am annoyed because I keep getting emails asking and honoring last years 2022 qoute. What garbage and inferrior materials. The driveway is shot and needs to be replaced!! It was bad 3 years later and its horrible now. Kaplan kept telling me that I as the owner did not maintain this driveway properly. I So--Beaware

  

  Business response

  05/09/2023

  We have spoken with client and we are scheduled to go out and see him next week to see if we can come to a resolution.  This driveway is **************************************************************** 2018 that certainly exacerbated whatever damage was previously there.  We are not sure that the request for a new driveway is reasonable, but we are working with client to come up with a resolution that works for all parties.   

  Customer response

  05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Kaplan Paving to pave the driveway to my new home in the summer of 2020. They came and did the job and I was happy with the work at first. Last year I had Kaplan seal coat the driveway all was still good. Towards the end of the summer last year I noticed some pooling of water in spots of the driveway and over time it has gotten worse. I contacted Kaplan and after a considerable amount of time the owner came out and looked at the driveway in November of last year. At the time he agreed the driveway needed repairs and told me they would come out in April and make the repairs. April of this year came and went along with *** and Kaplan did not contact me or make the repairs they said they would. I contacted them in June and they said they were busy but would schedule the repairs soon. In July and August I contacted them again and again got the run around. Finally after much back and forth Kaplan paving came out and repaired two small areas of the driveway but only repaired about half of what needed to be repaired. I contacted them again and they told me they would not do anymore repairs and that my driveway was beautiful and "serviceable". To which I disagree. I told them I was unhappy with the work and they were not honoring their warranty. The cost of the driveway was approximately $20k and I paid $18k holding $2k until I was satisfied with the work. I got a notice from Kaplan stating they will not me honoring their warranty and I have until friday to pay them or they are sending the amount I owe to collections. I find this very unfair and I think they are treating me very badly by leaving my driveway the way it is. I dont like it, I think it looks terrible for a long time after it rains and I dont know what im going to do about it. It would be really nice if Kaplan would repair my driveway and if I am pleased with the work I would be happy to pay the amount I owe. They have put me and my family in a bad situation.

  

  Business response

  11/08/2022

  Spoke to customer this morning and we are going to make another attempt to fix the issue.  The driveway is very flat and there are a couple **************.  Customer is correct on this account, however we do require 2% pitch to make water flow and we are bound by the heights of the surrounding structures which are limiting our ability to get 2%.  

  We have previously been out to try to resolve it and have had some success, we will see if we can get it all the way there.  

  Customer response

  11/13/2022

   
  Complaint: 18311714
  
  I am rejecting this response because: Kaplan Paving came out to make repairs yesterday.  They filled in two of the depressions in the driveway that were collecting water and those repairs look ok and should be satisfactory.  The other "repair" they made is terrible.  They literally made a 30' by 2' valley in the middle of the driveway.  I've never seen a repair like this or a driveway with a valley in it like this, its like a reverse speed bump and its not what I want at all! I simply asked them on several occasions to just fill in the depressions in the drive that collect water so water wont collect in them anymore.  It looks so bad Im honestly wondering if they did this out of spite for me wanting the repairs done.  I also honestly don't know how they can expect a customer to accept a driveway that looks like it does. I'm stunned and saddened by the state of my driveway. Its worse then it was before they repaired it. I will take pictures soon and attempt to post them here. PLEASE HELP! 
  
  Sincerely,
  
  *****************

  

  Business response

  11/22/2022

  It is our understanding that our production team has been in contact and there is a plan to resolve this.  We are working with client best we can to resolve his concerns. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before Kaplan paving Re-paved my driveway under warranty I notified them on multiple occasions through speaking with people at their company leaving emails to employees that responded to emails previously and leaving recorded messages to employees that I have spoken with prior that the *** they ran for future electric from my house to my garage was not installed properly to the correct depth per electrical code, After ignoring me and emails for quite some time I got a call on the day they were paving the driveway saying it was taken care of the *** was corrected . Not only was the *** not corrected for the electrical but they removed my earth ground for my house and hung it on the fence and re-paved the driveway leaving it on the fence not connected to the grounding rod and the grounding rod that was previously there was nowhere around pictures and emails to follow this company does not return calls does not answer emails it appears they washed their hands of this project leaving my house in an unsafe condition with the earth ground hanging on a fence and disconnected if they dont take responsibility for hitting the earth ground and removing it they should never have paved the driveway until they notified me and it was repaired I am looking for a complete refund for The driveway since I cannot use the *** going from my house to the garage and will have to reroute it out of the way costing quite a bit more money because I do not want the driveway cut up and patched.Pictures and emails to follow.

  

  Business response

  09/16/2022

  Unsure as to why **************** is filing a complaint here.  Kaplan Paving replaced a previously installed driveway because **************** felt the *** sleeve previously installed was either not the correct type of *** or not at proper depth/. or both.  Either way we agreed and went to do the work.  When we removed the driveway we found the wire that he was supposed to put inside the wire buried between our 2 layers of asphalt.  Not sure why it wasn't buried inside the *** as that was the original plan but we had to remove the asphalt and there was no way to do it without breaking the wire.  We reinstalled the proper *** and left the wire as our guys are not electricians.   **************** has a new driveway and he has the correct *** sleeve at proper depth.  The wire just needs to be installed and we do not feel that is our responsibility.  Kaplan has done everything we can to try and make this situation right.  

   

  Customer response

  09/20/2022

   
  Complaint: 18033065
  
  I am rejecting this response because: what Kaplan response was is completely wrong and shows that they are unaware of what their crew did,the driveway was replaced because it was not installed properly and I had to call them and take pictures three or four times to show them what was happening to the driveway from small car tires it was leaving (dents) in driveway all over . The *** that was installed was for future electrical upgrade going from my house to the garage not where I was going to run the earth ground through and the *** is 6 inches below grade it is supposed to be at 18 inches per ******** code if its a job they do they should know that and I forward them on more than one occasion and spoke to more than one person and let them know they did not correct it and they did not respond until the day they paved it and said it was corrected it was not.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/26/2022

  We met this morning and came up with a resolution.  This matter should be resolved.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Kaplan remove and replace my asphalt driveway on 9/1/2020. By 7/27/2021 there was already a structural defect (crack) in the driveway that I contacted them about prior to having them sealcoat the driveway. Their "fix" at the time was to put a patch on it. The fix did not address the issue and the defect is still there. I contacted them via email on 6/21/2022. I then called on 7/5 and 7/8 with no response until I was finally contacted by ******** on 7/11 who said she filled out paperwork about my issues and submitted it for review. I have yet to hear back from anyone. I emailed again on 7/25 and left a voice message on 7/29.I want the driveway repaired correctly or I want a complete refund so I can have it redone by another company who will stand behind their work and warranty.

  

  Business response

  08/08/2022

  Spoke to ***** this afternoon and we are schedule for Aug 19th to come fix issue. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My driveway was recently replaced by Kaplan Paving. Per the guidance from Kaplan, the brick pavers that I was having installed on either side of the driveway was completed first (by a different contractor). The driveway was "prepped" on June 30, 2022. This included removing the existing driveway and completing the foundation for the new driveway. When removing the existing driveway, the many pavers at the end of one side were removed and subsequently put back, but the seal in between the pavers (made by the poly sand) was now gone, with gaps now showing, and the pavers were crooked. On July 6, 2022, the driveway was paved. During this process, the same pavers shifted even more, and several pavers were damaged - obvious chips in the pavers, which should not occur. The corner of one side at the top of the driveway was also not filled in. I contacted Kaplan on July 8, and supplied photos on July 11. My contact informed me that the information has been passed to the Quality Control team. I shared additional photos on July 18, including photos where there are two places where the driveway has raised section, in spots where I have not driven. I followed the instruction to not drive on the new pavement for 5-7 days, not driving on it for a full 7 days. My email with additional photos was acknowledged and I was told the Quality team would be contacting me, and to expect to hear by the end of the week. After not hearing anything by the end of the week , I reached out again and asked if there was another number I could contact them directly, and I was told no, sorry, they do not have a direct line. Meanwhile, on July 20 someone from Kaplan did reach out to me asking if I received the last invoice. I informed her of the quality issues and damage done to the brand new pavers, and I was waiting to hear back from someone in Quality, and perhaps she could help. No response.

  

  Business response

  08/01/2022

  We have reached out to customer and are scheduled to come resolve the issue this week.  

  Customer response

  08/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My driveway was seal coated by June 4, 2022 and it immediately rained. I reached out to ***************** of Kaplan Sealcoating customer service indicating my concern. In addition, crew filled a long shallow crack with excessive amount of sealcoating. One week later car parked on driveway. When car left there were tire marks and the excess filler and more of driveway pulled up- 2 holes down to sand and rocks where there were no holes before. I sent pictures and email to ***** on June 11, 2022. I was told to be patient and Quality Control would contact me. I asked if repair/sealcoating could be done when they came back to do neighbors they had canceled due to the rain. I have not been contacted by quality control despite repeated requests and have not received answers to calls, emails or texts. I have used Kaplan Paving the prior year and was pleased with their work. Very disappointed and just want the holes repaired and driveway resealed since it rained right after they finished.

  

  Business response

  07/06/2022

  I personally spoke to this customer  hours before receiving this complaint.  My crew is currently, as I type this, at their house resolving this issue.  I am uncertain as to the timing of this, perhaps it took time to get to us.  either way this issue will be resolved within the hour.  

  Customer response

  07/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩