Complaints

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• Initial Complaint

  Date:28/10/2024

  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.

  Purchased a new house form this company in Spring 2023, had several issues and still working to have most of the issues corrected. The Biggest issue now is the paved driveway had several sink holes in the driveway which they came and patched up in places. WE paid $460,000 for the new house and a patched driveway looks terrible and we had several conversations about the issue over the winter months as it was a years warranty on the paving. They agreed in June and spoke with my husband and said the only resolution was to tear it up and replace it, in September I asked once again when it would be replaced , then they said they would only build a bigger step to cover the patch work . My husband and I looked and it and it would then make our two car driveway a one car driveway and we purchased a house with a two car driveway and need a two car driveway for both our cars. I spoke with the builder several times last winter about the pavement and she was well aware of the issues and so I started documenting our conversations in text messages to her because there was never any follow up with me. I am just getting a new countertop after 16 months of back and forth as it was installed properly and buckled up. I do have messages with our conversations . I want what was promised to have the driveway properly replaced , not patched with different colors of pavement. WE have dealt with cupboard doors falling off an the groundwire still has not been looked at by their electrician

  Customer Answer

  Date: 28/10/2024

  Builder sent text it’s 12 months warranty 

  Business Response

  Date: 04/12/2024

  Re: 8 Sir ******* ******** – House closed May 2nd,
  2023
  
  Asphalt issue: First notified, by text of an issue with sinking
  holes, May 18,2024 (attached picture). 
  Holes were filled in and patched by Fairview within a week.   
  June 6, 2024: Was notified the holes that were patched by
  Fairview are sinking and getting larger.
  June 14, 2024: Fairview paving crew was on site, removed a
  portion of asphalt and replaced new asphalt.
  June 15, 2024: I, L****** & C**** (paving supervisor)
  spoke with homeowner to discuss options available.  Did advise we will be in contact.
  July 17, 2024: I, L****** messaged homeowner to provide an
  update I am working on it and do not have a resolution, yet.
  Sept 19, 2024: Offered to enlarge front step, so asphalt
  will not be noticeable.   Ensured her it
  would be a new step, not an addition to the steps that are currently there. She
  agreed to proceed with the new step.  Later in the day she messaged to say she declined
  because of parking purposes
  Oct 21, 2024: Advised the homeowner that I cannot remove asphalt
  and repave the entire driveway.  I spoke
  with ******** **** ******** to verify the obligations from Fairview Investments.  ******** **** ******** only caries warranty
  on the structure not the driveway. 
  Driveway patching is acceptable in repairing any asphalt issues
  Furthermore, as a one-time courtesy I will offer a driveway
  sealing to match the colour of the asphalt to be completed in Spring/summer 2025.  Hopefully this will be accepted as a resolution
  to this issue.   
  

  Customer Answer

  Date: 04/12/2024

   I am rejecting this response because:I will start form the beginning. 

  Mid february  2024 ,while walking our dogs me, my husband and son saw ******* as she is the manager for Fairview properties, and  I told her about the first sinkhole. She said she would get it looked at . This happened again in April and she said again she would have it look at. Still no on showed up . My husband and son will sign an ********* **** * ****** stating this if required.  She did not send anyone either time to look at the sinkholes. I have a text stating  this to her as on May 18, 2024 I started texting her about the sinkholes as I was already messaging about the countertop problem which I was messaging about also since June 2023. I took her word verbally that she would look after the sink holes which she never did. There is still a ground wire issue that hasnt been addresses and that was brought to her attention over a year ago and still has not been fixed either. May 18,2024 I sent her the pictures of the sinkholes as she never come to look after it in February or in April we we spoke verbally while she was in our area. They sent someone out to patch the two sinkholes  May 25 I sent anther text outlining all the deficiencies again. Finally someone came to patch the sink holes . June 6 I texted pictures  as the patch job they did, were caving in again . They came out them , tore up a large portion of pavement around the sinkholes and patched it up again. It was all a different colour and looked terrible so I sent another text. June 14,  my husband met with L****** and their paving company, had a discussion, I have a message my husband sent me after the meeting and I also sent a text to L****** thanking her , as they both told my husband, my son was in the house , and he heard what was said.  L****** and the paving man talked with my husband, because we were't happy with the patch that was done, they said they would tear up the complete driveway and replace it to the way it was. I have messages and texts to show and my husband and son with sign a  affidavit from our lawyer to show what was said . She said warranty was 12 months and said they would honour the warranty they would made aware of the holes during the winter and didnt fix them until May. I sent ******* a message thanking her for speaking to my husband and them agreeing to replace it. Fast forward to September 19, still no update on when the pavement would be replaced, then she responds back saying only thing they will do now is build a bigger step to cover the poor patch job. I said this wasnt acceptable as it would reduce the parking to a one car driveway instead of two. October 21, she finally repleis and says not replacing it only building a bigger step. Fairview owns the paving and building company , she said that was the final decision. I was 18 months trying to get the countertop replaced that because they didn't install the sink properly. Ground wire is still exposed and never looked at, basement door was looked at at it wasnt closing properly. L****** makes promises and because of no follow through I had to use texting to document everything. They made the agreement On June 14 the driveway would be torn up and replaced{ I have it documented in messages. } Then in September, they did about face, and going to only build a step to cover it . No follw up all summer while we waited for them to replace our driveway. We paid $459,000 for a new house and just want what we paid for and I Have in a message form L****** the warranty was 12 months. Its not my problem they never follow up or follow through , But I am not accepting anything less  than what was agreed upon in our messages and they just now are trying to back out of what was offered to us.  I contacted her in July 23, 2023 and spoke several times over 9 month and she was made aware of the first sinkhole in February 2024 during our countertop discussions. I have that in a text as well .She didnt get anyone to come until May2024 to get estimates on the countertop, and through me constantly messaging and talking to her it finally got done in October 2024. There were made aware of all the issues within 2-7 months of the 12 month warranty yet only the countertop has been fixed.  I can send the extra texts in an email if required and it will not allow be to add more here