ComplaintsforPave-It

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After repeated discussions with Tyler concerning drainage, they showed up 7weeks after initial contract. It was discussed at length to cut down level, to insure proper drainage. This was ignored and there was water pooling the first day, after a light rain. The next two days after heavy rain, it was much worse. Tyler was contacted with photos and his response was that it was our fault for not putting in a drain first. This was never discussed. We were told that it could be fixed at additional costs. After a week of phone calls to discuss the situation, he continues to fail to even show up. He asks how much we were willing to pay to have equipment brought out for repair.

  Customer response

  06/11/2022

  There was no warranty ever mentioned until we were told that it would be affected by grinding down the high spots. No drain was even mentioned until the day of the service.

  

  Business response

  06/13/2022

  We take customer satisfaction seriously and appreciate your feedback. We are sorry to hear that you experienced a problem with water accumulations on the driveway. There are several reasons for this issue and to explain the situation  we will show a timeline of the following dates. The Timeline is supported by texts and pictures. Please understand that the concern you have is met with a sincere effort to solve the problem.
  
  4/6/2022 Contract for the driveway was signed. Customer asked us to wait with the completion until Trees on premises drop all their seeds and until the plumber is finished working on the water meter located in the middle of the driveway.
  5/16/2022 Received a text  that all the “whirlybirds” have dropped and they are ready for us.
  5/22/2022 Came out to the property to revise the bid. Customer wanted to downsize the driveway by half to save money. During this visit we went over the drainage of the driveway and the grade was determined with a string and leveler. Possible drain install was discussed.
  5/24/2022 Driveway was completed. When we arrived there was a sump pump in the lowest part of the driveway because of the standing water issue. Drainage was discussed again and a install of a drain was discussed with the crew and the owner and customer at length. A laser transit showed the existing slope and the need for a drain. Crew worked for 3 hours on lowering the existing slope with heavy equipment even though excavating was not included in the contract. Even after pleading and urging of a drain install customer still decided against a drain.
  5/27/2022 received texts with pictures of the pooling water. Customer stated in phone conversation that water dissipates within 24-48 hrs. Any water that drains within that timeframe does not cause harm to existing pavement.
  6/3/2022 received BBB complaint. Prior to the complaint we had several attempts to come over but were held up on job sites. Customer agreed prior to the complaint filed, to wait for the weekend for us to come over to discuss further options.
  6/6/2022 The crew and owner came over to customers house to attempt a free service call. We were met with hostility and personal insults and had to remind customer many times to handle himself professionally and lower his voice. We offered to mill down area of his liking as he requested, at no charge. We still recommended a drain install which upset the customer and he insisted on not needing one. We had to leave the property after not coming to an agreement. Last statement of customer was that he wanted us to install a drain for free. 
  
  All the dates on this timeline are supported by text messages. We showed up on 6/6/2022 in good faith and with the attempt to satisfy the customer. We value our work and strive to complete every job to customer satisfaction.  Our professional advice of a drain install was turned down many times.
  Our contract states we are not liable for any utilities in the ground, which a water meter is also.
  Our contract states we are not liable for water accumulations.
  Our contract also states we are not liable for extreme weather conditions such as flooding and extreme rain. 
  
  We still offer a free service call to mill down any area as  customer requested. This goes against our recommendation of installing a drain which is why we would not warranty and guarantee that the milling would solve the problem. We can install a trench drain and a drain by the water meter for a low cost. That work would be warrantied. 
  Pave-it
  [email protected]

  Customer response

  06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The original agreement called for $15,452.87 to asphalt. The final cost was $11,800.06, not quite the half the company reported. We asked to cut down the area. When they agreed to come back out, the owner asked how much were we willing to pay him to bring out his equipment. When they arrived for the “service call” after being told we were on our own. No mention was made of there being no charge for the milling, rather we were told be the owners wife that milling may affect our asphalt warranty. Our property is on a hill, therefore there was no need for a drain if it was installed correctly.  Drainage was discussed numerous times prior to application and we were always told “no problem”

  We feel this was a ploy to simply get us to pay more. 
  
  Regards,
  
  ***** ******
  

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