Complaints

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• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our driveway paved by Pavement Protectors almost 3 years ago. When the existing driveway was removed, the weather was dry but when they were preparing the base, the rain started and did not to let up. They had to pump out water from the base on a number of occasions while preparing the base. When the asphalt was delivered, they had to pump water out of some areas. Because the asphalt was on site, they felt they had no option but to lay it knowing the base was a mud pit. The base was not ready for paving and should have been dry. We waited a week before any traffic was let on. Where I parked my work van, the tires left dents in the pavement. When we had water delivered, the weight of the truck put ruts and cracked the pavement. The following year they did put another layer of asphalt on part of the most critical areas and sealed the entire driveway. We weren't very happy with the job that was done. When it rained, the pooling was really noticeable and cracks appeared along the front of the house almost immediately. The small section by the garage man door broke away and separated from the main driveway. Also the pavement has now settled along the front of the house and has dropped (settled) approximately two inches as a result of the poor base. Now when we have a good down pour, it all runs toward the front of the house. At first Pavement Protectors were very nice but as soon as there was a problem they were hard to contact, sometimes, not getting back to us for months. As seniors, paving the driveway was a big investment for us. We hired Pavement Protectors because we thought we would get quality work for our money. Sadly that is not the case. We have been left with a driveway where water pools everywhere and cracks in the pavement. Attempts to have Pavement Protectors come to assess the driveway and rectify the problem have fallen on deaf ears as they don't even have the courtesy to answer our calls or e-mails

  

  Business Response

  Date: 23/11/2022

  ***** **** ********************* **************************** ***** ******* ******** *** **** **** ** *** ***** ******* ********************** ******** *** ****** ******** ****** ********* *** ********

   

  Good afternoon *****. In May of 2019 we were contacted by **** and **** to remove their existing concrete driveway and install and asphalt driveway. They excepted our estimate and we commenced working on the project. After removing the concrete we was hit with a heavy rain storm. We returned the next day to pump out areas of standing water and let the area dry out. We came back the day after and installed road crush to the area and compacted it. We were again hit with extremely heavy rain. We had to remove the road crush because it was heavily saturated. We then installed a layer of crushed concrete for stabilization  and compacted it. Then we installed a layer of road crush and compacted it as well. The following day we installed the hot mix asphalt. Later that season probably **** contacted us that the asphalt was cracking. Upon inspection **** told me that he had driven a tandem axel truck with approximately 4000 to 6000 liter water tank on it to fill up his pool. I’m assuming the truck made multiple trips to fill his indoor pool. The weight of the truck being parked in one spot for an extended period of time did crack the asphalt. At that time I sealed the cracks to prevent the area from getting worse as it was late in the season and we could not do any repairs. The next season I had my crew remove the damage areas and prefill it with new asphalt the I had them resurface approximately 2/3 of the driveway at no cost. I then applied an asphalt sealer to the driveway again at no cost. The following year 2021 **** called again an was not happy with the driveway. He expressed that water was ponding in areas. In the business we call them “bird baths” it’s common for that to happen with asphalt on a flat surface. He wanted the driveway removed and re installed. That was an impossibility. 2021 was a very challenging year for my company and I was not able to address any concerns for **** at that time. I sent my foreman **** out to look at the driveway this year and discuss options. **** informed me that **** was was willing to listen but he wife became argumentative. At that time **** felt that he was being verbally attacked and insulted so he left. I’m not saying that ****’s wife was being aggressive, in only conveying what **** had told me he felt. I would do what I could within reason to satisfy the customer but at this point I feel that nothing short of removing the asphalt and replacing is going to make them happy. That option is unrealistic and unwarranted. Another obstacle I have is that if we could reach an amicable agreement  that **** now feels uncomfortable going back out on the property. I am unfortunately out of the country for medical reasons so I can’t supervise.  I at a loss as to what to do at this point. I just don’t want to get in a situation where I’m constantly sending my crew out to do things and not be able to satisfy them. Also I have pictures of the work if needed. Sorry for the length of this email. Thank you.  

  
  

  Sent from my iPhone

  
  

  Customer Answer

  Date: 28/11/2022

  ***** **** *** **** ****** ******************** ***** ******* ******** *** **** **** ** *** ***** ******* ********************** ******** ** ********

   

   

  The fact is that our driveway was laid on an unsound base. Pavement Protectors were supposedly the experts, so we had to trust that they knew what they were doing. We did tell them that we were willing to wait until the driveway had dried out, but they decided it would be okay to go ahead and because the hot asphalt had already been delivered, they had no choice but to risk it. As a result, there were “bird baths”, ruts and cracks within a short period of time.

   

  Forward a year later and a numerous of emails.

   

  After they came back and partially re-surfaced the driveway, we were left with a large crack that soon appeared across the front of the house and the asphalt dropped about an 1 ½ in front of our stairs by the front entry which now cause the water to pool right in front of the steps and when it freezes, it leaves a dangerous patch of ice. No heavy traffic every drives in this area. There are other numerous cracks and indents that have occurred and a bad transition that from where they stopped when they re-surfaced the driveway.

   

  At one point **** told us it was their problem, and they would take full responsibility and that mistakes were made, and it would be fixed but he would have to talk to **** first. On Aug. 31/21 **** emailed us that he would do his best to rectify the concerns we have with our driveway.

   

  On June 14/22 **** came to look at the driveway. I (****) disagreed with **** on what they would do and told **** what should be done. At this point, **** said that it was their problem and asked him what they were willing to do. That is when **** said, “I don’t’ have to take this” and walked away and as he was leaving, he told **** that he would call him later and as of now, Nov. 25/22we still haven’t heard from him.

   

  **** stated that there was verbal abuse. There was no verbal abuse on ****’s part. We don’t think **** would be uncomfortable coming here we think he would be embarrassed because of how he left things.

   

  We contacted **** on Sept 13/22 by phone, and he said he would have **** call us. As of, now, Nov. 25/22 we still haven’t heard from him.

   

  In Oct. we paid a visit to his office which to our surprise was just a post office box. Since our only communication with them was through emails and phone calls it was easy for them to ignore us for months on end.

   

  We are not trying to be unreasonable. We do not expect them to remove and replace the driveway. We would like them to do all the repairs and re-surface the driveway and not just do a patchwork job.

   

  We also have a day-to-day account of all the copies of emails and texts that were sent and or received. We also have a video of our concerns that we took shortly after ****’s visit and pictures prior to.

   

   

  **** and **** ******

  

  Business Response

  Date: 20/01/2023

  ***** **** ********************* ***** ******* ******* *** **** ***** ** *** ***** ******* ********************** ******** *** ****** ******** ****** ********* *** ********

   

  
  

  The driveway was not laid on unsound base. 

  The asphalt was not already ordered which caused us to have no choice to lay the asphalt. 

  The driveway had been prepped several times and any unsound areas had been removed and replaced. 

  As stated, roughly 2/3 of the driveway had been repaired and overlaid. 

  The transition areas were milled to minimize any visual appearance or repairs. 

  Our address on our cards do reflect a mailing service that I’ve had for several years to receive my mail securely to rather than have it come to our yard in an individual area. 

  Like i previously stated. I do not know at this point what will satisfy **** and ****. 

  
  

  Attached is a video of us preparing the base on the driveway. You can notice towards the end of the video the large pile of unsound subsoil that we had removed. This video was taken a few days before we laid the asphalt on it. 

  
  
  

  Customer Answer

  Date: 20/01/2023

  
  Complaint: 17533111
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******