ComplaintsforThe Aurora Group, Inc.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid them $16,050 to replace concrete apron and asphalt driveway the asphalt is totally messed up all over pitting and gouging rough spots all over. We didnt park on the driveway for three months because we were scared because at first I feel like I was taking advantage of I paid in full and the drive is not good at all I have pics of Everything and a video of them saying that the stuff they were using was real rocky. How can i upload the pics and videos its says i there all to large

  

  Business response

  08/23/2024

  On April 29th, ******* contacted Aurora with concerns about the project. Aurora sent out a project manager on May 6th to evaluate said concerns. The project manager met with ******* and went over each of his concerns. When the project manager began to talk through the concerns with *******, he became very abrasive. The concerns that were pointed out on the asphalt would be considered industry standards. Due to the layout of *************************, some of the work needed to be done by hand. Working the asphalt mix by hand does not alter the strength or integrity of the driveway. The entire driveway is compacted with the same strength. One rock was the size of a quarter and was compressed into the surface, which was not native to the asphalt mix. Aurora dispatched our asphalt ******* to make the necessary repairs when this was discovered. 
  

  ******* was highly aggressive during this visit and continued raising his voice at the project manager visiting the site on May 6th. As the project manager exited the site, the customer shouted that he would be reversing his credit card so Aurora would not be paid for the project. The customer did, in fact, reverse the charge on the credit card, and after Aurora sent in information regarding the project, the reverse was overturned, and the money has since been sent to Aurora. 
  

  ******* contacted our office within the last couple of weeks requesting contact from Aurora. Aurora returned the call and left a message to contact us. We have yet to hear back from *******. Aurora will not be offering to re-do this project or return any money because this project was completed to the standard that we were contracted for. 
  

  
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aurora replaced our garage floor and a section of the adjacent apron last summer. We also replaced an adjacent panel of the sidewalk because it heaved during the winter months. Over the winter, the sidewalk heaved again (which we expected); unfortunately, because the Aurora team did not properly cut between sections, the sidewalk was now taking the apron and garage floor up with it. As a result, a section of the garage floor that was attached to the new apron broke, damaging the new garage floor. I contacted the Aurora team with my concerns in February of this year. It took several emails and calls before I finally got anyone to respond, and they acknowledged that the issue was due to their own team's corner-cutting. They said they would contact us in the spring (May 1st) to have someone come out and make the (very small) repair and make sure the panels were all separated properly so more damage didn't occur. Unfortunately, we have not heard from anyone since, despite multiple phone calls, voicemails, and emails (to the general sales team, our sales representative, customer service, and the operations director). Despite being well within the 3-year warranty and our issues arising as a result of their poor workmanship (by their own admission), they have continued to ghost us.

  Customer response

  05/31/2023

  Hello,

  Sorry, I think that was my misunderstanding (and also maybe a glitch). I thought it was asking for 3 potential outcomes. Ideally we would like the issue to be repaired. If they aren't willing to come out and do that, we would like a refund so that we can pay to repair the damage ourselves (or pay someone else to). If they're unwilling to do either of those, we at least wanted this information on file with the BBB so that you are away for their poor customer service and questionable business practices.

  Thank you!

  ******

  

  Business response

  06/13/2023

  Aurora Asphalt and Concrete is aware of the damage that has occurred to Mrs. ********* concrete apron. As ********************* stated, Aurora will be making necessary repairs to the project. We will be in further communication with the customer regarding the repair. It is important to note that the damage is not a result of our workmanship, the damage is a result of the freeze-thaw cycle moving the concrete slab up and down. The damage does not fall under Auroras warranty, but we are willing to provide a solution for our customers when we are able to.

  Customer response

  06/30/2023

   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.

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