ComplaintsforHatch Asphalt Management

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired and gave down payments to Hatch in June 2021 to repair the apron outside my garage doors and provide a sealcoat. They did not show up until July 2022, made a large Berm in front of garage doors as their truck had a broken hitch and they did not bring their infrared machine which was the service i paid for.. I called and the salesman came out, said it was junk, and they quoted me for a new project removing a large area of old driveway where i would have a nice seam, and the balance would be sealcoated resulting in added cost to the job. They came September 2022 and did a terrible job. Not only is the seam wavy but had a 1/2"-3/4" step in areas. They also sealcoated the large new asphalt area 3 weeks after paving where the new asphalt is not properly cured, and almost 1 year later is still scuffing and sinking in. Hatch came back this spring and attempted to fix the seam per the attached pictures. This quality of work is terrible and is not a nice stone dust filled seam like out on town property where they did work, but looks like a trench was dug in my driveway. I am at the point where the salesman and office staff are constantly telling me they will call me back same day to discuss the seam and the sealcoat they still owe me, and they are now refusing to return calls or complete the work i have already paid them for last year. I am at a loss here with no return calls where i need to contact another company to come fix their work and take to small claims. bottom line is I hired Hatch 3 seasons ago and they will NOT schedule me to fix their errors. i asked last fall if payment can be delayed until complete and the billing person said no, so to not impact my credit score i paid the full bill.

  

  Business response

  08/08/2023

  This customer has been provided with a written warranty statement and refund of services until the driveway is replaced in which the payment will be owed back to the company.

  Customer response

  08/08/2023

   
  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 granted the replacement work takes place this September as promised by the owner.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contracted Hatch for patch work and seal coating for my drive. (Invoice attached) I was scheduled for job on august 5 and started on August 15, 2022. I paid 50% of paving work on Aug 4th 2022 and rest of the payment 1500 ( total 3000)  in Sept promptly as requested by the company. After the patch work was complete, hatch was supposed to do my seal coating for my entire driveway ( Total 499$- which was offered to me free despite me willing to pay for the service as they could not finish the initial project on agreed time frame). The seal coating never happened as I requested repairs for work completed prior to seal coating. I have made more than 10 phone call communications with Hatch ( spoke with Alexa) who said some one from Hatch will visit my home and provide me a time line for said repairs. After several back and forth communications, Julio W) visited my property in March 2023 and said that repairs were required. Julio kept telling me that they were coming up with plan to fix the patch but never came back and stopped responding to phone calls and text messages. Problems 1. Company has not delivered on quality of work as promised despite payment made ascper contract ( still with in warranty period), the patch has made my property look uglier than it originally looked like.2. Poor quality with Crack line visible between the original drive and new patch 3. Water stagnation infront of the third garage door towards retaining wall 4. The patch work was done higher than my garage floor making it difficult to get water out of drive way.I am reaching out to BBB for help after several failed communications with bussiness to get the Job completed.

  

  Business response

  05/31/2023

  Hi There,

  
  It is really unfortunate that you never called our office phone line at ************ to discuss any concerns you may have had with the work done, as we do not have ANY notes or phone calls from you stating any of these concerns. We do not have a "Julio W" who works for us either so I am thoroughly confused. We have had the same phone number, and email address for over ten years which is all linked to our Google, Facebook and Instagram accounts. The phone number you listed is not accurate. The accurate contact information is listed very clearly on your quote which you signed.

  
  Regarding the sealcoating, we did offer to do it for free due to unforeseen scheduling conflicts such as rain. We cannot sealcoat any asphalt in the rain due to the nature of the service therefore your schedule date did have to be moved. While this is a common occurrence for us in our business, we did realize that this was inconvenient for you as a homeowner therefore we offered to do the service for free as a sign of understanding on our end. 

  
  Regarding the patch work, you were provided a clear understanding of what patching does compared to replacing the entire asphalt area. There is going to be a clear line between the new and old asphalt which you agreed to by accepting your quote. One way to mitigate this is by crack sealing and sealcoating the entire asphalt area which we have not heard back from you on to schedule.

  
  Additionally, the photo you provided showing the asphalt in front of your garage door does not show that there was a difference in grade enough to have water run into your garage. However, now that we have clearly outlined our contact information at the office, we are happy to discuss with you further any concerns that you may have. We will be calling you today from our office line which again is, ************ to make sure that you get in touch with us.

  Customer response

  05/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is natural response from any bussiness and especially HATCH paving with its generic response which has been consistent on prior complaints as well.

  I am willing to provide more details.

  I have security footage from my video camera that confirms Julio W was present on my property, I have phone records which are easily accessible from ******* to establish that Hatch sent  him ( unable to confirm if he directly employed, may have been sub contracted)

  Also I have call records from ******* that clearly establish that I have had several discussions with Alexa who is employed from Hatch discussing this matter with me  back and forth on multiple calls.

  Regarding the nature of work, patch has not mentioned any of the response provided in clear writing  prior to start or completion of work other than generic contract . If warranty is provided for the work, the work has to be done as agreed and honoured per contract.

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

  Customer response

  06/07/2023

  BBB was in contact with the consumer.  They indicated the business has reached out to them and they have an appointment set for the business to come out and rectify the issue.  

  Customer response

  06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hi, Good evening, 

   

  I am following up on the complaint with Hatch I filed earlier. The company failed miserably and has given excuses every time to schedule repair for my work. I have no confidence that the company will be able to do their job as they agreed to in the contract. Please see below my new contact attached. They have called me today and give me another excuse regarding need to post pone the day ( originally scheduled 6/23/23 for prep and 6/26/23 for completion). There is no accountability and decisions are always informed at last minute despite the plan in place for several months. I request to reopen the complaint .

  
  
  Sincerely,
  
  Sreekiran Thotakura

  

  Business response

  07/10/2023

  Hi There,

  Due to the nature of our business, we cannot perform this work in inclement weather therefore we have needed to change your repair dates. You were contacted today at 1:02PM and provided with new repair dates. Unfortunately, we cannot predict the weather and cannot jeopardize the safety of our crew members by having them work in inclement weather. It is very unfortunate that we keep having your dates effected by weather patterns but we are working diligently to have your project completed. 

  For clarity, you were provided with a prep date of July 20th and pave date of July 26th.

  Customer response

  07/10/2023

  
  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

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired Hatch to do my driveway. Complete replacement of driveway, plus area in front of my barn and pad at the back of the barn. The sales person, site prep, and paving teams all assured me I wouldnt have puddles or water going into my barn once the work is complete. Work was completed 9/16. On 9/17 we sprayed water on the driveway and near the barn (they had given us permission to do so) and immediately saw water going into the barn and a large puddle forming on the driveway. Since then we've repeatedly called, emailed and txt'd their sales person, customer support team, and general sales office. We have provided pictures and shown the sales person the issue in person (he came once). They arrived unannounced once (despite us telling them MANY times not to come without calling first) while our family had COVID and we had to tell them to come back at a scheduled time. They keep saying we're on a "list" for repairs but no timeline has been given and no action has been taken and their season is ending. The water is affecting the barn, we've bought some water baffles to try to minimize the damage. The large puddle that forms in the driveway is freezing causing a safety hazard. They provided a "warranty" (in writing) for defects which clearly there are some which they are not honoring.I'd like the vendor to live up to their promises and finish the job. Specifically:1) Slope water away from barn door such that water does not run into the barn (they had a proposed fix for that they never followed up on)2) Fix puddling issue in driveway such that no large puddles form and remain for weeks on end.I have paid ~90% of the bill (their suggestion) as the work is incomplete. I paid the second payment in good faith on the promise that the sales person (*********************) made that they would make it right. They haven't.

  

  Business response

  11/29/2022

  Hi ***,

  Thank you for leaving your comments here. We will be there on Thursday, December 1 to complete the necessary repairs as previously discussed on the phone.

   

  Customer response

  12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the proposal to fix the 3 issues I have with the driveway installation is fine, but they have missed the proposed date and another after that and have yet to set a new date for the correction. I am in touch with the business owner (*********************************) and I believe he is trying hard to make the scheduling work as we're in late fall/winter weather and this is an outdoor paving correction needed. I will be in touch if the problem isn't corrected.
  
  Sincerely,
  
  ***********************

  Customer response

  08/04/2023

   
  Complaint: 18439613
  
  

  We had a plan with Hatch to do the repairs, they dragged their feet in 2022 and didn't get anything done until April 2023. They attempted repairs (2 days of disruption/work) and the repair actually made things worse than it was before. So the vendor has not made good on their plans and the owner refuses to respond to us. I have everything fully documented, pictures, videos, time log etc. At this point I'd like to ask for them to repay me approximately half of what I paid them, $7,000 as basically half of my driveway has issues and I need to use the funds to hire someone who knows what they're doing to fix it.

  We've been attempting direct contact with them since April with no response.

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

  

  Business response

  08/08/2023

  Hi ***,

  Our office has no notice of attempted contact from you since we completed the repair work in April of 2023. Can you kindly forward your concerns to ****************************************************** so this can be rectified?

  Customer response

  08/08/2023

   
  Complaint: 18439613
  
  I am rejecting this response because:

  We have clearly (see below) tried to resolve directly with Hatch for several months. We had positive responses but no results.

  Continued problem was identified at time of repair (April 25) by the team doing the repair.

  May 2, We called and spoke to the office (*************************, customer service specialist), and pictures were sent of the issue. 

  May 13, another email to ****************************************************** (*************************), no response. 

  May 20 another email to  ******************************************************, ******************************************************* *************************************************** this time. No response

  May 23, ***** asked when he could visit to look at it. Gave multiple dates/times. Nothing.

  June 12 Contacted ***** again, no reply

  Clearly if there are no records on their end its because they didnt write them down or deleted the records. We've been in contact with multiple people at Hatch.

  Their response to this BBB case (to contact them again) is unacceptable.

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

  

  Business response

  08/22/2023

  We have still yet to receive any communication from ************* at ******************************************************* The warranty quote is showing as completed and closed out on our end which is why we are requesting additional information from ************* for clarification and scheduling purposes if there are additional areas of concern. Again, please send over your comments to ****************************************************** so our office team, who handles any customer concerns and all scheduling can effectively handle what your new concerns are.

  Our team is just as frustrated as you are with this situation and the back and forth, however we are not effectively able to conduct business via a BBB portal. We have requested now multiple times to have you email us (to keep everything in writing) what your complaints are. To reiterate, there was a warranty quote issued to you and our system has it marked as completed/closed. If you have new areas of concern or need to speak further about that repair we are happy to discuss. Our office has not received any communication from you since spring of 2023 and then on 08/04/2023 when you reopened your BBB complaint. 

  Customer response

  08/24/2023

   
  Complaint: 18439613
  
  I am rejecting this response because:

  We have previously contacted ****************************************************** as you are suggesting, proof of which is attached. This is one of many. So saying we did not try to contact you is invalid.

  In addition, *****, the owner was contacted (email and text), we have proof of that.

  Also, as a customer you have ALL of our contact information, phone numbers for myself and my wife and email addresses for both of us. You have also been at our house multiple times. There's no reason you cannot take some actual positive action and contact us given that we've been trying to many months to contact you at the address you are recommending and many others.

  The attached proof of attempted contact shows that the vendor has not made any attempts in good faith to remedy the problem.

  Telling us to contact them (unsuccessfully) yet again is not an accepted response to our complaint. We're past that point.

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

  

  Business response

  09/08/2023

  BBB spoke directly with the business and they have advised that they have set an appointment to come out and take a look at the issues on Monday 9/11/23 between 9am and 11am.

  Customer response

  09/12/2023

  Hi there, Hatch came out on 9/11/23 and reviewed and acknowledged the issues. They've proposed a repair using infrared equipment (attached) which I have accepted. I do not yet have a timeline and the issue is not yet resolved so I do not want to say this case is resolved but i'm accepting their proposed solution as I did previously only to have the solution not work. 

  I'm not sure how to keep this case open until it is fully resolved without it auto-closing so please let me know on the right process there.

  Customer response

  09/14/2023

   
  Better Business Bureau:
  
  Hi there, Hatch came out on 9/11/23 and reviewed and acknowledged the issues. They've proposed a repair using infrared equipment (attached) which I have accepted. I do not yet have a timeline and the issue is not yet resolved so I do not want to say this case is resolved but i'm accepting their proposed solution as I did previously only to have the solution not work.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had Hatch driveway company come last June 2021 to install a new drive at my house. I have been emailing and call the owner Jared the owner about the repair that needed to be fixed. The drive has sunk and has large tire sinkholes. For a driveway that is less than a year old, this should not happen. This driveway came with a 5-year warranty. Every time I call the office Erin says they will call me back I never get a callback or an answer about times to come and make repairs to the driveway.

  

  Business response

  06/07/2022

  Hi ******

  We have been in contact with you regarding this issue. Our office has you scheduled for Monday, June 20th for our crew to be on site addressing your area of concern.

  Customer response

  08/10/2022

   
  Complaint: 17312854
  
  Put a claim in June owner came running over asked  to take claim down was told driveway would be replaced now company will not return calls emails texts. Want the driveway replaced everyday it is getting worse. Very unhappy with the company. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/30/2022

  Hi *****,

  The reason for these issues are due to a quality issue with the asphalt that was purchased to initially pave your driveway. The asphalt plant, whom which we have no affiliation with, has since taken responsibility of this and provided us with response that they will cover the cost of the additional asphalt needed to fix the areas of concern. As we previously spoke about, this will be done in August or September. Since then, you have not responded to *****. Once ***** receives a response from you, we will be able to get you a date for this warranty work.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hatch Asphalt Management visited my home to quote a repair to my driveway in July 2021. I accepted the quote and paid a $950 deposit, but the work has never been done and Hatch has not contacted me since August of last year. The relevant information is as follows: On July 19, Alec D***** of Hatch sent a quote to me for repairs to my driveway at ** ****** **** ******* On July 21, I accepted the quote and got an email from Alec thanking me for my acceptance. On Aug 30, I received a request for a 50% deposit to reserve my place in the repair queue for the second week of October. I called the next day to make a $950 deposit. The charge appears as paid on my credit card statement. On Aug. 31, I received an email stating that "We have you tentatively scheduled for your repair work for the week of 10/4 weather permitting." The Aug. 31 email was the last time I heard from Hatch. In the last week of October 2021, I called the office to find out if there was a new date for the work. A very polite person told me that "all our sales people are with other customers, but someone will call you back soon." No one called. I've called at least 4-5 more times since then and always get a very polite person who assures me that "someone will get back to you soon." My most recent call to Hatch was in March 2022 when I was told "We will start scheduling service in the first week of April and we will get back to you then." I haven't heard from them since and their phone is now "out of order."

  

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/28) */ Hi ***, thanks for taking the time to leave your feedback. We have your deposit received in our system as of August 31, 2021. After the deposit is received we start the scheduling process. Unfortunately, we did see many unforeseen scheduling issues last fall which we understand is frustrating and why we have done our best to keep you updated on the status of your job. We have phone records showing our office has reached out to you to get your project scheduled two times - once on April 8th and again on April 25th after you made this report. Neither of our calls were answered by you and we have yet to hear back. At this time, Consumer Response /* (3000, 7, 2022/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading the April 28 reply from Hatch, I called them on the morning of April 29 to confirm that they have my correct phone number, as I never received the calls they indicate that they made on April 8 and April 25. The receptionist there confirmed that they do have my correct phone number, ************* She also said that they would be in touch with me soon. The response from Hatch on April 28 ends with the words "At this time." I'm not sure what that that means and they have not returned my call, so I don't know what they intended to say. If they intended to say that they will actually perform the work on my driveway in the very near future, it would be wonderful. However, if they will not do so, I'd like to get my deposit back so that I can get the work done by another firm. Business Response /* (4000, 9, 2022/05/06) */ Hi ***! We do have you on our schedule to be completed. It seems our initial response was cut off. Once our operations manager reviews the schedule today, our office will give you a call to confirm the tentative date of your patch work. We always use the term tentatively because of weather and unforeseen delays. Consumer Response /* (2000, 11, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The ***** repair crew came and performed the driveway repair yesterday (5-12-2022) and I'm satisfied with their work. Paul and his helper did a fine job.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to get a refund for a check (Santander Bank check number ***** I sent on 30 August 2021 for the amount of $1,950.00 (50% deposit) for order/reference number 3396 with Hatch Asphalt Management. The contract was for driveway patch work and seal coating at * ********* *** in ****** and was scheduled for 4 October 2021. Because of rain, the job was postponed and rescheduled for a later date. That day passed and then I was told that the sealcoating part could not be done after 15 October because of cold weather. Other attempts by phone to reschedule were unsuccessful. The bad weather continued and the patch work was never performed. I have called your location at 40 Cape Road in Milford MA multiple times to see how I can get my refund. I have only gotten vague responses. Promises of a callback with information on said refund have been unfulfilled, with the exception of one instance three weeks ago, when I was told that l was on the "refund list." However, no refund has been received. Two letters (by registered mail) requesting a refund for the amount of $1,950 were sent on 23 December 2021 and 9 February 2022. No response by mail or phone has been received. The last call was made on 10 February with a promise to call back and no phone call was ever received.

  

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/07) */ Hi ****! Thanks so much for leaving your thoughts here for us. We have checked in with the office and confirmed your check has been mailed out as of today, 03/07/2022 based off of your recent phone call in to the office.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Hatch asphalt company to do some driveway patch repair and seal coding back in July 2021 I was initially told job would be done first week of September the date came they never showed up I paid half of the amount upfront deposit when I called to question why they didn't come I was told I wasn't on the schedule I was then told I was on the schedule for the next week and was assured the job would be done before a wedding was held at my home September 25. Did not show again for second appointment when I called I was told they're cutting machine had broken I have since called 2 to 3 times a week and have been told all sorts of stories as someone who did scheduling left and they weren't able to get their schedules together I cannot get anyone in the office to call me back I keep calling this is time sensitive as I have a hole in my driveway that needs to be repaired before winter and someone gets hurt. Please help Laurie C******

  

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hi Laurie, thank you for your feedback! Unfortunately, in our business we do see many delays which are mostly unforeseen. Your job has been delayed regrettably for issues beyond our control, though we do sincerely understand your frustration. July was the wettest month in Massachusetts history which has not only caused countless scheduling changes, but also delays in projects getting completed In addition, we did also run into an equipment failure issue. Because of the supply chain problems surrounded by the pandemic, getting this machine fixed in a timely fashion was a challenge we faced as well. Our office has taken their time in responding to you with certain dates, but always staying in contact, due to not wanting to provide you with another date that would be changed. As our team mentioned to you on the phone this morning, we do have you confirmed on our schedule for 10/23/21 to complete this project. As always, the only thing that may alter this date is inclement weather or an unforeseen circumstance which we never anticpate.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hatch Asphalt repaved the driveway on our property in June 2021. In the process they damaged the neighbor's berm and tore off the asphalt seals on the private road. Despite multiple promises to fix the damage, they fail to show up and do the job. The latest attempt was to contact Jared Hatch, the owner of the company, who came to the property and personally promised to fix the berm. Still nobody showed up. It is October now, the winter season is approaching. The window of opportunity to fix it is closing. This company is deliberately lying to their customers. Do yourself a favor - consider somebody else for you asphalt work.

  

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hi Carl, thank you for your feedback on this matter. Our office has confirmed that the berm was repaired this week. Unfortunately, with many moving parts of a paving operation accidents do happen but as promised our team did come out to fix the issue and stand behind our work. Consumer Response /* (2000, 8, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am glad it is finally resolved. Any prospective customers should keep in mind it took over 4 months to do a job that takes a couple of hours at the most.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I posted a google review and J**** Hatch (OWNER) called me and gave me assurance that he will come and visit the site and will do the needful and asked me to take my 1 star google review. I did that trusting his words. He came last Friday (17th Sep) and also agreed that the work done by Hatch isn't good and he will redo all and his office will come the following week (20th-24th Sep) and will fix everything. Since then he and his office not picking my calls, I called J**** three times and all went to voice mail saying he will return back to me in 24 hr.its been more than 72 hrs and no call yet. After there work, our driveway is like pond, and we contacted them with the issue 2 months ago and NO response( email screen shot attached). Zero response.

  

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hi Robin, thank you for the feedback on this matter. We do sincerely apologize for the delay in getting this resolved. With ongoing inclement weather patterns and unforeseen delays we see in this industry we did not get back to your project in a timely fashion. After speaking with our office, it was confirmed that this repair was completed at the beginning of this week. We do thank you for your business!

*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. ↩