Complaints

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:10/11/2022

  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.

  On July 8, 2020 I paid Bytown Paving $5,367.50 to have my driveway replaced. The following year I had large cracks running up the middle of my driveway and across the front. After numerous calls, they came in September 2021 and fixed them. The same thing happened this year only the cracks are wider. I have emailed/called 8 times:
  July 12 - email to *** ******* stating that the driveway was cracked again and to contact me
  August 17 - message to **** ******** that the driveway was cracked again and to contact me
  September 7 - message to **** ******** that the driveway was cracked again and to contact me
  September 20 - message to *** ******* that the driveway was cracked again and to contact me
  October 4 - message for *** ******* through *****, an answering service, that I've contacted them 5 times and would like a return call
  October 17 - message to **** ******** that the driveway was cracked again and to contact me
  October 26 - left message on *** ******* voice mail, that the driveway was cracked again and return my call
  November 2 - left message for *** ******* through *****, an answering service. Told ***** that this was the 8th time I've contacted the company and haven't heard from anyone. If I didn't get a call back I would have no choice but to lodge a complaint.
  
  As of November 10th no one has returned any of my messages. There were 3 of us that got our driveways done and I'm the only one with large cracks running up the middle of the driveway and across the front. With winter coming I'm afraid they will get worse and perhaps heave and of course in the spring weeds will grow out of them. My driveway looks just as bad as before I had Bytown come and replace it.

  

  Business Response

  Date: 14/12/2022

  Thank you for the email. 

  As noted above the driveway was paved in July of 2020 and as per our 1 year warranty was repaired in 2021, 

  In this case as per attached invoice the asphalt was removed, base materials were added to the existing base re-graded, compacted and paved. We did not install a full new base and in any case in Orleans more than any other part of the city driveways sometimes crack due to the clay in the sub base. Clay holds more moisture than other materials and will expand more when freezing. 

   

  The clients warranty period has ended, we are more than happy to return in the spring of 2023 when the crew is in Orleans and add material as required and torch/melt the crack closed. Unfortunately  in Orleans driveways sometimes crack even with a full excavation, geo-textile membraines and engeneered fill installed.Most of the roads in that area are badly cracked with 36" of enginered fill and 2 layers of commercial mix heady duty asphalt.

  Please reach out in may of 2023 and I will make sure a repair in done by the 15th of June 2023. 

   

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

  *********

  Bytownpaving

  ******************** 

   

  
  

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: 18386812
  
  
  
  I am rejecting this response because: The response brings up a question. If as they say Orleans  driveways sometimes crack due to the clay in the sub base, and they company knowing this, why did they make my driveway 1 3/4 inch thicker than it originally was? They paved right to the top of the patio slabs my shed sits on and to the top of the brick wall on the front garden causing a deeper slop to the back yard. Wouldn't this extra thickness cause deeper cracking? As a note, 3 of us had our driveways done that day and mine is the only one with deep cracks running up the middle and across the front of the carport. I also noted that they didn't include a cost to come back and repair by June 2023. Companies should be up front with the info that cracks could happen because of the clay base. My driveway looks worse than it did before I had it redone and the old driveway lasted for years before cracks appeared not just 1 year. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 27/12/2022

  Very common for driveways to settle over time, most of the time driveways end up higher than the old grade to bring back to proper grade. Common to have settled below concrete garage floor for example and to be flush when completed. in any case the new height has no bearing on the shifting of the sub base, the more granular material ( engineered fill ) in place the less moisture held and the less expansion when freezing. 

  We have no way to know how much clay there is under an existing driveway and most of the time clients are not willing to pay more than double to have a complete new base installed. 

  There will be no cost to the client for returning in spring of 2023 to repair as my previous comments.