Complaints

This profile includes complaints for CanArk Paving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CanArk Paving

  1290 9th Line Road Edwards, ON K0A 1V0

  
• 

  CanArk Paving

  1391 Ambridge Wy Ottawa, ON K2C 3T3

  

The 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:30/10/2024

  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.

  They installed my driveway with interlock and they fixed my step with interlock, I paid thousands of dollars for this, but the beginning of this year the tiles started moving on top of the steps. I am not sure if the tiles were not glued but you could literally move the tiles. I called the company and I mentioned what was going on and the owner stated that someone from the company was coming to fix it. I called several times but due to the weather they could not provide any service. So, eventually someone came and looked at the work and they took pictures to send to the owner. The owner promised to come and she said that she was going to come in August. So, the owner promised to send her crew to fix my steps today. Today at 10:15am this young man arrived and I explained to him about the steps. So, less than 45minutes later he said that he was finished but the job looked the same. He said that he glued but he would come back. This person also mentioned that the warranty would not cover for the repairs. This repair needs to be done properly I can not afford to pay someone else to fix this. ****** is the person that came to my home to repair the step that is still not repaired. I want my to repair my step properly.

  

  Business Response

  Date: 04/12/2024

  We have corresponded with the client. We sent someone to repair but found only extremely minor defects. We repaired these defects and took photos. I would encourage the client to send some photos so you can also see that there is nothing wrong with the job.

• Initial Complaint

  Date:17/08/2024

  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.

  There are a number of problems with my driveway CanArk paved last year. I provided photos of many of these problems (cracks, crumbling, uneven surfaces, etc.) to CanArk in an email dated June 27, 2024. They did come by once (unannouced) and fixed 2 of these problems without consulting me, however a number of additional problems remain. In an email dated July 4th, the owners wife offered a free seal coat. After trying to contact her again several times via email, on July 22 the owners wife emailed me to apologize for taking so long to respond and wrote she guaranteed my repairs and sealing would be done by August at the latest, and I would be given ample notice to arrange my schedule. This, however, never happened. Finally, I was able to reach the owner by phone on August 7. He told me he would come by sometime between August 8th to 16th so I could show him the various problems, get them fixed and have the driveway sealed. However, even though the weather was perfect for that entire period of time, he never showed up. Now he is not responding to my phone calls or voice messages. He has been in the area preping and paving other driveways but refuses to deal with mine. I paid full price for my driveway. There were no deals. So I expect that they will honour their own guarantee and promises made in emails to me by fixing my driveway and sealing it asap. This will not fix the problem that a CanArk paver informed me of on July 2nd that trucks are not allowed to drive on CanArk residential driveways, but at least my driveway will be cosmetically corrected.

  

  Business Response

  Date: 13/09/2024

  Hi talula,

   

  please send us the photos on here. Cracking is inevitable on any asphalt driveway. I have already been there once and have been trying to get in touch with you to meet you there again. When I was there I didnt see any cracks on the driveway.

  Customer Answer

  Date: 16/09/2024

   
  Complaint: 22157236
  

  Hi ***** (CanArk),

  I have already sent CanArk many photos and detailed emails outlining the issues with my driveway. Additionally, when you visited my home, you acknowledged (over the phone) that you could see the cracks. They are clearly visible.

  Please take the time to review the email correspondence we've already had, which describes all the problems in detail. They also include CanArk's commitment to fix these problem and seal the driveway. These emails were from your wife and *******, both of whom work at CanArk, so the promises are well-documented.

  As requested, I have provided photos with this email. Youll note that even the area CanArk repaired earlier this year is again showing cracks. Frankly, that whole section of driveway was so poorly constructed that it is slowly sinking into the ditch, hence the re-appearance of cracks.

  I ask that you do not visit my home without prior notice. Kindly reach out to me by email or phone to arrange a mutually convenient time for CanArk to come to my home, resolve these issues and seal the driveway. Your comment about my not being home on one occasion is unprofessional as CanArk did not schedule that visit with me in advance. In fact, on several occasions you assured me that you would come by, yet each time you failed to show up.

  Thank you for your cooperation, and I look forward to a timely resolution.

  Tallulah

• Initial Complaint

  Date:10/01/2024

  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.

  At the end of June 2023, Canark built interlock steps, retaining wall and a flower bed at my home. I have paid for this work in full with receipt for $30,510.00 confirming this July 31, 2023. However, some steps are discoloured, some are loose and there is erosion on the flower bed. I sent questions and pics to Canark on Aug. 31 and Sep 30 and did not get any reply. I talked to them on the phone on Sep ******************************************************************************************* heard back on any resolution. I am attaching the emails sent to Canark, the pics of the discoloured steps, and the paid invoice. I would like to have the discolouration and loose steps addressed or compensation so I can hire another interlock company to fix it. I have been adding soil around the flower bed and hope it will not sink but if it does after this winter, I would like to have this addressed also.

  

  Business Response

  Date: 26/02/2024

  Hi ***,
  
  Thank you for your review. First and foremost, we want to thank you for your business. 
  You booked the job with Canark in October of 2022. At the time, the contractor you had hired before Canark left the project uncompleted and without notice. We normally do not accept half-finished projects as they can turn into quite complicated projects, but with our crews expertise, a beautiful project was completed. You have been patient with us when we said we would have to work on your project in the spring of 2023. When spring came around, we had two interlock foremen who tried to work on your project. Both men have poured many hours in the planning of how we would approach the project including the materials. We tried to order the bricks you wanted initially, but they werent in production anymore, I believe the reference was your neighbours stone. We tried our best to match the specific color you wanted. We ensured that we included you in every decision process. Once the project was completed, our ******* met with you to address the discolouration which is due to the efflorescence. This is when the salt resurfaces on the bricks - a natural process that occurs from newly made bricks. We reassured you that the salt will naturally fade within a year through exposure to nature elements. Also, our ******* inspected the steps and the flower bed. It would be impossible to support a collapsing garden wall by adding soil. Theres so much more involved in creating a stable base (ie. layers of gravel and compaction) However, our crew will return in the spring of 2024 to revisit these issues and perform the repairs as necessary. We are sorry that you feel you have been ignored as thats not our intention. We stand by our work and confidence in the quality  of every project we build. 
  
  Again, thank you for your feedback. 
  
  Yours truly, 
  
  *********************
  

  
  

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21115937
  
  I am rejecting this response because:
  

  Could Canark please provide a specific date the company will return to inspect their work? Could the steps with the discolouration be replaced? The discoloured steps are also loose (flips up slightly when stepped on). Other surrounding steps are firm.

  I appreciate the reply. The discolouration was not noted until days after the ******* and crew left because the steps were soaked as part of their work. The discolouration is apparent when the steps are dry. I did not get a chance to ask the ******* about it. Hence, my email in July with pics asking about the persistent discolouration. Since it has taken over 6 months to receive this reply from Canark despite multiple attempts to get an answer and even one time being told it was an issue Canark was pursuing with the supplier (?) but hearing nothing back, I would appreciate a response that includes a firm date and whether the steps could be replaced.

  Sincerely,
  *************

  Customer Answer

  Date: 29/07/2024

   
  Complaint: 21115937
  
  I am rejecting this response because:

  CanArk has not come to check on their interlock work as they had agreed to do. No one from CanArk has ever returned my calls or visited to examine the issue. When the BBB complaint was closed, it was with the understanding and agreement that Canark would come back in the spring of 2024. I have chased them for warranty service and did get 1 reply from ***** accusing me of not listening to them (even thoough they have not replied to anything else) and saying I must remove my BBB complaint before I can get any service from them.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 22/08/2024

  There is nothing wrong with her step. She sent us an email this spring saying the discolouration went away as we told her it would. If she would like to discuss any other issues she has please reach the office at ************.

  Customer Answer

  Date: 23/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  CanArk was notified of the loose steps last September:

  ----- Forwarded Message -----
  From: *** <*****************>
  To: Canark Info <******************************>
  Sent: Saturday, September 30, 2023 at 12:19:26 p.m. EDT
  Subject: Re: discolouration on front steps + 3 loose steps
  
  There is a third issue: 3 of the steps are loose. They move when we step on them. These 3 steps are in a row. None of the other steps do this. All the other steps stay in place. It was not as apparent when the steps were first dne but they now move when we step on them. I am concerned it may get progressively worse and flip out completely causing injury. What can be done to secure these steps? 
  

                :

  The loose steps has always been part of this complaint. It was originally 3 steps in a row and now all 4 steps move. It affects one row. The other rows are secure. Was something forgotten when this row was placed?   

  I reiterated my concern about the steps in the June 26 email below. This is the one issue I would like addressed because it is a safety issue. 

   

  ----- Forwarded Message -----
  From: info canark.ca <******************************>
  To: *** <*****************>
  Sent: Friday, July 12, 2024 at 05:39:39 p.m. EDT
  Subject: Re: Loose interlock steps at ************** (BBB Complaint #********)
  
  *** we are not interested in dealing with you while there is an active bbb complaint. We have tried to work with you in the past but you dont listen to us. When the complaint is removed we will be happy to assist you with your issues.
  
  Thanks,
  
  *****.
  
  
  CanArk Paving
  
  On Jul 12, 2024, at 5:33 PM, *** <*****************> wrote:
  
  ?
  Hi,
  
  It's been more than 2 weeks. Canark said the issues would be looked at in the Spring. I am concerned about the loose interlock steps as a safety issue. They move when stepped on. Could Canark please come check the loose interlock steps and fix them in place?
  
  *************
  
  ----- Forwarded Message -----
  From: *** <*****************>
  To: Canark Info <******************************>
  Sent: Wednesday, June 26, 2024 at 01:37:47 p.m. EDT
  Subject: Loose interlock steps at ************** (BBB Complaint #********)
  
  Hello,
  
  Canark did interlock steps and garden at my place (*************) at this time last year.
  
  There are 4 steps that move when we step on them. Can these steps be secured?
  
  We have discussed this through BBB Complaint #******** where Canark indicated it would return in the spring to check on the issues.
  
  The discolouration has faded although the pattern is still evident and the erosion on the garden did not get worse so I am mainly concerned about the loose steps as they are a safety issue if they flip up completely when someone is stepping on them.
  
  *************
  ************

   

  Sincerely,
  
  *************

• Initial Complaint

  Date:18/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Canark sent a very pleasant crew to do my interlock and they did a fine job. Then came the asphalt paving, done in my absence. They left many asphalt crumbs on ************** and much crumbs and stone dust on the road in front of my house and my neighbours. This took me an hour to sweep up.Worse, they left many of the new interlock stones stained with asphalt, and the curb with caked-on asphalt. It all looks terrible and is beyond my capability to clean.I contacted Canark five times asking for cleanup. Initially, I withheld ****% of the total bill to encourage Canark to complete the job but to no avail. Finally, they asked for photos of which I sent seven. The ********** ****** replied (1) that he thought that I did not want to pay the last ****%, even though I said that I would be happy to do so if they completed the job (cleaning), (2) that there appeared to be dark residue on a couple of stones and it they would fade quickly, and (3) that he could not understand how I could charge the remaining $138 for my cleanup work whereas I had said no such thing. In fact, I had swept up all of the crumbs and 62 stones are stained, and have shown no sign of quickly fading, now more than two months after the paving was completed.For comparison purposes, I examined the paving done on my neighbours driveway, ten days after mine, and it looked perfect.I have since paid the entire bill but remain greatly dissatisfied with the work of the paving crew and the attitude of the president who questioned my honesty on two counts.

  Customer Answer

  Date: 21/09/2023

   
  Better Business Bureau:
  
  Good day. I am pleased to report that Complaint #******** has been resolved to my satisfaction.
  
  About four hours after I filed my complaint, I was phoned by a contractor whom Canark had hired to rectify the staining on my driveway.  He promised to do the work within three days and did as promised.
  
  Please close this file.
  
  Thank you for your assistance.
  
  **************************;
  

  
  

  
  

• Initial Complaint

  Date:15/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  One year ago, my neighbour and I hired Canark Paving to redo our old cracking driveways. This involved removing the existing pavement, dig, apply the stones and repave. 3 - 7 days after the job was done, we both noticed cracking. There were cracks along the right side, and others had formed 2 - 3 feet from the right side. The company repaired this with some sort of blow torch. The owner told me that cracks are normal and with yearly sealing and their 5 year guarantee, I have nothing to worry about. Fast forward to today, June 15, 2023. Those same cracks are now longer, deeper, and wider. More cracks have formed along the same 2 - 3 feet and now I have some forming on the left side. I have sent the company an email 1 week ago informing them of this and heard nothing. I have done research and found that cracks form when an improper foundation was put down. I expect professionals to do a professional job and to not simply make us feel used and that we’ve wasted thousands of dollars. If a deeper foundation was the correct approach, then tell us and charge us accordingly. You are supposedly the expert. ** ********* *** ********** **** * *** ****** **** ****** **********, and now, my email is also unanswered after 7 days. Seven days. I am underwhelmed at how these owners care about their customers. I want my driveway to be completely redone from the very beginning. I want the proper foundation with the proper depth to be put in, and I want it to be repaved. I don’t want to see any sign of a crack for 5 full years afterward. I don’t want a repair job. If this is not possible, I want a full refund of 100% of what I paid. This is non-negotiable.

  

  Business Response

  Date: 22/09/2023

  The matter with **************** was solved immediately. As a matter of fact, she reached out to us, made us aware of the complaint she filed with BBB, and before the complaint was received on your end, the matter had already been resolved. We offered to repave her driveway at no cost. However, a full excavation is required to build a new base for her driveway which will allow Canark to warranty not only the asphalt driveway, but the base as well. **************** is aware of the excavation costs and has agreed to pay as part of our final resolution to her concerns.

  Customer Answer

  Date: 22/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The repaving will occur next Spring at my choice. I look forward to resolving this issue. 

  Thank you to CanArk for offering to repave my driveway at no charge.

  
  Sincerely,
  
  ***********************