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Complaint Details
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Initial Complaint
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 9/27, Asphalt Aesthetics sealed our driveway as requested. We were unable to use it for a few days while it cured. On 9/30 I drove up the driveway just fine when it was dry. I left to run errands, Upon returning, it has rained, I proceeded to drive up my driveway but started sliding and had no traction with my brakes, I tapped our rock wall with my car. This caused $1,200 in damage per **** ****** **** ****. I contacted Asphalt Aesthetics for a solution to the inability to use my driveway while wet. I was told ****** would contact me and ******* told me it should not be doing that, I gave him 24 hours with no reply. I contacted the business again because I needed a solution. ****** did call back to tell me his only solution was to come respray with the same material. This was not a solution as my driveway was not usable because of this product. He refused to come to my home to look at the skid marks and where the material was wearing off from driving on the driveway within a few days. We contacted another company that came out and fixed our driveway by adding more sand to their product. We have had no problems since.Business response
10/12/2022
Dear Mrs. ****, We apologize for the inconvenience in sealing your driveway. However, the sand content used in our material has been and continues to be the factory specification for our sealer which is shipped from out of state . Being that your driveway is on a steep grade and it had just rained explains the loss of traction . We provided our service which you signed and contracted for , contrary to your previous statement, our company project manager did reach out to fix the driveway initially after it was sealed . No matter what advice or response we had made to mitigate the situation was acceptable . At this point you reached out to other contractors whom ofcourse sold you their product. We do not beleive in online bullying , and we are happy to defend our reputation and in doing so exposing the truth of the situation. Respectfully, Asphalt AestheticsCustomer response
10/16/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The truth of the situation is our driveway might be steep, but it was able to be used just fine while wet prior to the application of your product. At no time prior to the application of your product, did either my husband, myself or visitors to our house lose traction while applying brakes when wet. I never said that I did not contract for your service. I was unsatisfied with it and wanted a resolution. Your “solution” was to respray with the same product that rendered my driveway unusable while wet. That is just repeating the problem and not a solution. I did have to reach out to another contractor to fix my driveway in order to be able to use it while wet. We no longer have the issue that your product created which just proves the steep driveway is not the issue as you claim. As you can see from the pictures, the application you applied had begun to wear off in the first week. The application that was applied to my driveway to fix it has not worn off at all. It is not tracking as the driveway is light grey underneath, clearly showing the previous pavement as seen in the pictures. This would be evident if management would have made a visual inspection of the service complaint post-application as requested. My husband contacted your office October 4th and spoke directly to ******. My husband requested that ****** come look at the driveway results. ******** response was that it was the best product and you had used it for 20 years. My husband questioned if sand was used, and ****** stated it is very fine sand. ****** said the sealant is purchased in ***** ******** and sand is applied in the sealant. Quality control from the vendor or incorrect mixing could be a variable for it to wear off in less than a week, qualities of a product that you stand behind although refused to come see for yourself.On October 7, two employees returned to install the repaired wall blocks that your company replaced due to damage caused by your truck while here the first time. The employees mentioned that they could definitely see a difference in the applied asphalt sealants. They also saw where the sealant was wearing off on the top of our driveway within weeks. We received an estimate of $1,200 from **** ****** **** **** to repair the vehicle damaged from hitting the rock wall while sliding down our driveway with no traction while using brakes after your product had been applied and it rained. We had to pay another contractor $300 to fix our driveway. The total we could ask for is $2,500 to cover the refund of a defective product, car repair and additional cost to fix our driveway. I feel we are being reasonable only asking for a refund of our original payment of $1,000. You stated we are online bullying which is has no basis and is unprofessional to say the least. We tried to find a resolution with your company but were able to do so. You left us no choice but to take our complaint to the BBB. As for your reputation, others have also had the same issue with your product based on people we have asked about their sealant experience. Their driveways were also slick when wet after your product was applied. They did not complain as their driveways were flat so they could still navigate them. Regards, ******** ****Business response
10/25/2022
What this consumer is requesting is unreasonable, we provided a service and will not refund any money.The driveway is extremely steep and adding any manufacturer's brand of asphalt sealer will make it slick, especially after it has rained. Over time the driveway will gain traction as the sealer continues to cure.We apologize for the inconvenience.Customer response
10/25/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My driveway worked in the rain prior to the application of the AA product. My driveway did NOT work in the rain once the AA product was applied to my driveway. My driveway worked just fine after another vendor used a different product so we could use our driveway in the rain. My request for a refund of a defective product application is reasonable. Regards, ******** ****Business response
11/10/2022
To answer your question, yes Mrs. **** was instructed to stay off her driveway for a minimum of 48 hrs after the sealcoating was completed. It also rained during that 48 hr time period which slowed the dry and cure time. I hope this answers your question. Thanks**** ********Customer response
11/10/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. They began sealing my driveway on Monday. They finished Tuesday. We stayed off of the driveway until Friday morning. Monday - Thursday it did not rain. The rain came on Friday from the hurricane. Regards, ******** ****
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Contact Information
2104 Salem Ave SW
Roanoke, VA 24016-2516
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2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.