ComplaintsforJohn Cooper Paving and Sealing, Inc.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Driveway installed on 5/6/22. Cost of $8,700.00 after ****** Cooper dropped her price. Ongoing issues with the material breaking down to gravel. Visits from Owner's ****** and **** Cooper. Patch fix 9/30/22 Patch fix 6/20/23 and sealcoating 6/29/23. We have complained the material is no good, continues to breakdown. 5/9/23 another visit from ****** and **** on 5/31/23 to assess the poor material, they sent two of their employees to our home 6/1/23, and I quote from their employees the material is no good, it is not binding I shared that assessment with ****** Cooper who claimed her labors should not talk to me, and they know nothing. If these two employees are good enough to be: employees, on the original installation crew, asked by the boss to go out and assess the driveway and install driveways for a living, I would think their opinion, expertise would have merit. As they came to the same conclusion my wife and I have for over a year. I text ****** Cooper on 7/11/23 with pictures to let her know the patch fix after patch fix and seal coat did not work. I got Who am I speaking to I guess she deleted my name and number from her cell phone, we then had a quick call.After our call she sent me a text that was intended for her Admin Assistant Could you please put day (Which is ****) from ******* paperwork in the Redbook I cant get rid of that FG customer. Unprofessional, Unethical text. Clearly her plan was to ignore me, the mess she has caused and move on with her life (as she has done to others as noted on Yelp, BBB). Now that she has shown her true colors which contradicts what she advertises in her Brochure. Her s**** *** leave the customer with a mess and we go into the "REDBOOK" to be ignored and she takes our money. 7/12/23 another visit from ****** and ****. My wife and I explaining the same story, we never had any issues with the previous driveway for 22-years. The issue, as we all know, is the material ****** used, we paid for a new driveway not a patch after patch embarrassment. **** explained ANOTHER FIX, he could saw cut near the walkway, leave the asphalt (bad material) from the entrance to the walkway and redo the walkway to the garage. AGAIN, we paid for a new driveway not another patch fix, and have no confidence they know what they are doing. We explained that the seem between the proposed repave and leaving the bad asphalt from the entrance to the walkway would eventually separate and water would get in and it would sink, and we would be left with another mess. ****** stood in front of the garage door and said, so what do you think the problem is. CLEARLY, she hears what she wants, she said she would email me a *** (Scope of Work) which should explain how they plan to do to fix this. I explained to them I looked at her competitors driveways in Pembroke (and others) that were installed around the same timeframe, 5/22 and sealed in 6/23 also with a side entrance garage and there were no issues. ****** got so angry and walked away in the middle of the conversation, **** ran after her and they left. 8/11/23 ****** emailed the *** to outline how they plan to fix all their mistakes. Saw cut and replace a portion of the driveway and leave the bad material in entrance to the walkway. The unethical part is the last sentence. Upon completion of the above work, it is mutually agreed upon by both parties, that **** Cooper ************************************************ **** will no longer be responsible for further repairs or repaving or sealing at this site and stating please sign. We are left with a mess, patch jobs and being held hostage to sign a useless ***. She is clearly trying to get out of her WARRANTY/LIABILITY. This is Unprofessional, Unethical and not sure How and Why a Company like this is a member of the BBB. We informed ****** we are not signing anything that relieves her from her warranty/liability our requests for a refund were ignored twice until the 3rd time 9/13/23 which was a no from ****** Cooper.

  

  Business response

  09/29/2023

  This complaint is a perfect example of as to why **** Cooper Paving & Sealing, **** is a member of the BBB.  

  We immediately responded to all of this customers phone calls, text messages and emails and as the customer indicated above we have been to his property numerous times for repairs and sealcoat at no charge.

  We have offered to re-pave a section of the driveway at no charge.  Customer has refused our service.

  **** Cooper Paving & Sealing, **** has offered all of these services, not due to poor workmanship but due to the fact that we try to provide customer satisfaction.

  Customer has tire marks in his driveway due to many cars making 10 point turns.  We have made the customer aware not to do this, yet he continues.

   

   

   

  Customer response

  09/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.  ****** Cooper has not resolved anything, or answered the questions/resolution. Her POOR patch job after PATCH job, see all the pictures. Replacing one portion of the driveway and leaving the entrance section is not a resolution, just another patch. AND dictating that we sign an SOW for her to never come back, is not happening. See latest pictures of the section she wants to keep that is breaking down. and YES with a side entrance garage we have to make turns (seems like this is her first paving of a side entrance garage. NEVER had issues for 22-years. Nor has my neighbor who had his driveway replaced in 2021. And for her to repair the top section at no charge. THERE IS A WARRANTY IN EFFECT, we would not be paying for anything, its not a favor your providing, we paid for a new driveway,  and because of the poor preparation of the foundation (gravel and sand) and poor material as stated by her own employees. That is the issue and I provided (2) solutions to ******: 1: repair the entire driveway correctly with the right preparation and material or 2: send us a refund and answer was no to both. I also said in writing that if the top section is repaired the warranty is in effect and **** (her son) stated they would have to seal it in a year, my comment about the warranty was ignored. And we were provided an SOW - and again the last sentence so she can walk away after another poor patch job. This is not acceptable. 

   

   

  You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  10/05/2023

  **** Cooper Paving & Sealing, **** has gone over and beyond to satisfy this customer.

  Customer response

  10/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  I don't feel that **** Cooper Paving & Sealing **** has gone above and beyond to satisfy the customer, as I am not satisfied which a driveway that I paid $8,700.00 that has been patched twice and sealed and still continues to breakdown, as gravel is coming through in addition to the oily substances. We have been extremely patient from the installation, fix # 1, Fix #2 and sealing coating, but we are still left with a mess. During all the emails, text and calls and at the site visit to our home, it does not makes sense to repair a portion of the driveway and leave the other section, which is breaking down, we have explained that as well. Our response to the **** has not been addressed by ****** Cooper, which there should have been a professional response or acknowledgement, that we are not Mutually agreeing to forfeit our legal and binding warranty that **** Cooper Paving & Sealing established. Similar to the previous communication on BBB has not been addressed, which was redoing the entire driveway the way it should be or a refund and we will take care of the situation ourselves, was not answered. Back to the **** If you come out and are only willing to repair the top portion as outlined, please confirm that, the foundation will be prepared correctly, the asphalt will be prepared correctly and the grade of the asphalt is "highway grade commercial road top asphalt? and the warranty will remain, again, we are not releasing that. And the concerns are when the seam between the "new" and "existing" asphalt separates, then we will have to address that if and when that happens, again that part is breaking down as well.

  Just looking for answers and confirmation regarding what I have asked for related to the SOW. 

   

   

   

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our driveway paved in June of 2021, we stayed off the driveway for 2 weeks. We started noticing impressions or dips in the driveway. Twice they came back and filled in over 70 dips in the driveway. We were told to let it cure for another year. After a year even more spots were happening. ****** the owner came out and told us, to wait another year to sealcoat and that would fix the problem, the dips and polka dot driveway would be fixed this way. We asked her to put it in writing and she became irate and hostile and said Im done with you people. I sent her a text letting her know after almost 2 years I was going to take further action, including calling Help Me ****. She responded by driving by our home on Memorial Day weekend 2023 taking photos of our driveway. She accused ** of using our driveway as a storage facility. Photos prove otherwise. She sent this certified mail. Im hoping you can help ** resolve this issue, we want our driveway fixed properly which we dont have faith her company is capable of. At this point we would like complete refund of $5800. We have plenty of photos documenting the process and problems from beginning to end. Thank you.

  

  Business response

  06/08/2023

  **** Cooper Paving & Sealing, **** has given the utmost customer service to Mr. and **************************  We have returned every phone call immediately and been to numerous visits to repair  tire marks from *****'s commercial vehicle and repairs due to using the driveway as storage.  See attached photos.

  During my last phone conversation I offered our services one last time.  ***** rejected my offer and continued to yell at me for another 10 minutes, only to hang up and get threatening text messages from his wife *****************  See attached.

  We had also installed the neighbor's driveway on the same day with no issues at all.  See attached photo of customer using driveway properly.  

*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. ↩