Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/06/2024
Type: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.
In Ju/y 2023 we had our driveway repaved by Monarch Paving. Monarch paving used another company Elite Paving to complete the job. During the paving, we watched as the excavator clipped and broke our water main cap and hit the water pipe. I immediately contacted Monarch paving to let them though this had happened. Charnveer, the office manager, stated that the driveway had a one year warranty. In December 2023 water started leaking from the water main. I contacted the **************** immediately to let them know. It took three weeks from the time the water started leaking out until they accepted responsibility and had a drainage company come and fix it. After the water leak was fixed, elite Paving came back to pave. The pave job is unacceptable. We paid for a new driveway and within three months of having it, it was dug up because their machine hit our waterline and left with an unacceptable patch job. I have left messages and send Charnveer 6 emails since December that she has not returned. Nobody is returning my calls. I've called 4 times. The driveway is still under warranty.
Business Response
Date: 26/07/2024
We are reviewing the details with the client.Customer Answer
Date: 26/07/2024
Complaint: 21792682
I am rejecting this response because Monarchs response to the BBB is "
We are reviewing the details with the client." Yet Monarch paving has not contacted me. Please have Monarch paving contact me via email ******************************.
Sincerely,
***** *****Business Response
Date: 29/07/2024
We will contact you once we figure out the details.
Thank you.
Customer Answer
Date: 30/07/2024
Complaint: 21792682
I am rejecting this response because Monarch Paving has not contacted me despite me sending over 15 emails and numerous phone calls since December 28th 2023. We will be filing a claim with all claims court this week.
Sincerely,
***** *****Business Response
Date: 31/07/2024
Business Response
Date: 16/08/2024
We are working with the client directly.Customer Answer
Date: 24/08/2024
Complaint: 21792682
I am rejecting this response because although the business had left a voice message on Friday Aug 16 that they will be calling me this week,I still have not connected with anyone.
Sincerely,
***** *****Business Response
Date: 20/12/2024
Hello,
After the customer expressed their concerns we contacted a local drainage company to go take a look and provide an assessment and their options to repair. We expressed to them that it was urgent but we were also at the mercy of their schedule during that time. The drainage company went and repaired the damage as soon as they could. Our crew then went and re-paved the area where the drainage repair took place. At this point, we believe we have addressed the customer's concerns and repaired the concern the customer initially reported.Customer Answer
Date: 29/12/2024
Complaint: 21792682
I am rejecting this response because Monarch paving did an unacceptable patch job. We had our driveway poured in July 2023. While digging up the old driveway, Monarch's machine clipped our water main during paving that lead to a leak in December of 2023. Our driveway had to be dug up and fixed with a patch. Therefore, we had a new looking driveway for three months and now it has a patch and a crack. I tried to contact Monarch for 6 months after the patch in December 2023 and nobody would return my emails or calls. They completely ignored me. Charnveer, the office manager, did call me in July 2024 to say that she would help to come up with a solution for us but she never returned my calls either. We are beyond frustrated and will be making a small claim in January. I have included a picture of the nicely paved driveway and then 3 months later the patch.
Sincerely,
***** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.