ComplaintsforBlacktop Concepts

• Initial Complaint

  10/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/12/2021 we set up a contract to have our driveway re done. (It was completed on 6/02/2021)While the crew was doing removal of old driveway and prep they discovered a portion that had been washing away and eroding underneath the concrete over the years. They filled that area and let it sit and cure for quite a while before completing the work on 6/2/21. On April 3, 2022, I sent them an email as follows:I would like to know if someone could stop by and look at that same area. It appears to be sinking or a hole/holes showing there. I feel that our 5 year guarantee should cover repairing or replacing that section and after paying a total of $13,620.00 less than 1 year ago we should have this problem resolved. I did get a response from them and was told we would be on the list to have this problem fixed. We should be expecting the work to be done May/June. As a side note, I was diagnosed with breast cancer on 7/722 and therefore had multiple and daily appointments for this problem. We were finally contacted in SEPTEMBER in the evening and were told by the gentlemans email that they would be here between 6 and 7:00 the next day. We told them it wasnt going to work for us. He at first replied with a snippy remark that it was too bad we can forget it. Not willing to address another time for us that was convenient. After I replied to him that I thought it was ridiculous for him to say that after all it was a last minute notification and I was currently in the middle of breast cancer treatments. He did reply Im sorry about your cancer. But that was it nothing further. So now since I have completed many appointments, surgery and a month of daily radiation appointments I contacted the company again on 10/12/22 once again and requested this issue be resolved. ***** in the office replied to me and said I have this in front of the owner to review. I will send details as soon as I have information on moving forward. nothing yet resolved.

  Business response

  11/14/2022

  ******, I'm sorry that you have not had a positive experience with our company. We have been providing top notch service in this community for 45 years with over 100 5 star reviews on ****** alone. This is the first time we have had a complaint with the BBB to my knowledge. 

  
  

  To address your concerns. This small area along your edge 2 x 4ft roughly that has settled is outside of our warranty. We specifically state that continual parking on the edge of your driveway should not be done. You are correct when stating that we agreed to fix it for you at no cost even though it's not something covered by our warranty. We did tell you we would do it when in the area as bringing that small amount of asphalt to a job is difficult for several reasons. At that time my guess was *** or June as we had two jobs scheduled around the corner from where you live that were going to be scheduled then. The major hailstorm that we had this summer delayed those projects because those homes needed roof repair which needed to happen before the new driveway installations.

  I contacted you on August 10th about being in your neighborhood the following day. (Not September). I don't agree that I was snippy and as I look through our text conversation (the only way we were communicating) I'm surprised to hear you feel that way. Once we established that our timeframe would not work for you and that you were undergoing treatment I decided to let it sit for a while. After your email to ***** on 10/12. I called and texted on 10/17 to try to set up another time and got no response from you. I have my text thread to show that. The paving season is now over but the offer to patch that area still holds true next year if you wish. We always try our best to go above and beyond our warranty and not leave people hanging. 

  
  

  Hope all is well with you. I'm sorry it came to this. I feel from my perspective it was a simple misunderstanding and something that can easily be made right. 

  
  

  Feel free to reach out to us anytime. 

  
  

  Sincerely Blacktop Concepts. 

  Customer response

  11/15/2022

  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, details of the offer I reviewed appear below.
  
  We do not agree with the response. 
  

  
  We met with the owner on 3/17/21 to go over the proposed work order. We agreed to have the work completed as soon as possible and made our down payment of $7,000.00 to agree and start the work. 
  4/25/21 we received a email confirming a start date of 4/29/21. On 4/29/21 the demolition of the current driveway and truckloads of sand, rock etc were delivered and tamped down. During the time of demolition it was discovered there was a sink hole on one side. We were told at that time they would increase some of the materials they brought in for the base and this should no longer be an issue. Never once was our contract changed or altered in any way. Never once we were told or notified in writing that would have any effect on our warranty/guarantee. 

  We called the office and left a message inquiring on the start paving date again. We received a email giving us new start paving date of 5/11/21.

  5/21/21 finally received email with paving date of 5/27/21.

  5/26/21 received email rescheduled paving date to 6/2/21.

  6/2/21 paving completed, balance due to company was given to crew of $6,620.00 paid in full at time of completion. 
  

  After long winter and spring we noticed water pooling on same side of driveway that was fixed. We notified office on 4/3/22 of the problem and requested someone come out and look at driveway. We felt that it should 1. Be covered in our 5 year guarantee AND 2. The $13,620.00 that we paid months prior should have been worth all the time and money paid. 
  

  4/4/22 text received from *** stating he would be here next morning to take a look. 
  4/4/22 text received from *** changing time

  4/5/22 text from *** he was on the way here at 10:05. He did show up and looked at the problem. We showed him how the water from our driveway still pooled in that sink hole spot which we thought was the way our driveway was sloped when installed because we could see how the water drained. He thought it was from our neighbors house and gutter drain. And stated the company would fix the driveway one time but we needed to speak to the neighbor and have them fix their drainage. Never once was anything stated that it wasnt covered under our 5 year guarantee/warranty.  He said we would be put on the schedule to have this fixed as soon as possible. We did not hear anything further until 8/9/22 from *** @ 6:19 pm, stating they would be here at 7:00am to fix the driveway. We indicated to him I had been diagnosed with breast cancer and that would not work for us tomorrow. He stated he was sorry. Never heard anything further from him or office. Finally after my surgery and radiation appointments were completed I contacted the office via email. I was told she would elevate the inquiry to manager/boss and put it at top of list.  I did receive a text from *** on 10/17/22 after I had already forwarded our complaint to you at BBB. I did not respond to him because I didnt want to have any arguments or issues with him until I heard from your office. 
  

  because this entire process has been drug out for so long not only at first, but then the time frame to get this resolved this year we feel we should be compensated. Either to receive a full refund of $13,620.00 for the faulty driveway under the guarantee, or receive compensation of at least $2,000.00 to $3,000.00 for the stress and strain of this process of waiting another entire winter plus who knows how much more the driveway will continue to sink over the winter and spring, and then get it repaired?!?

  We should have been put on the top of the schedule immediately in 2022 when this issue was brought to their attention and not had to have waited all spring and summer and now will still have to wait another 6 to 7 months again for the repair. 

  I have attached copies of texts and emails and pictures to support our time frames. I also have copies on my phone should those be needed. 
  
  Regards,
  
  *********************

  Business response

  11/23/2022

  The owner of Blacktop Concepts would like his initial response to be the company's final response to the complaint.  The offer to remedy the issue in our next season is open to ******.

  
  

  Thank you again for the work you have done on this issue.  We appreciate your time.

  
  

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