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:27/09/2023

  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.

  I reached out to the company in April 2023 to seal our concrete aggregate and asphalt surfaces, they sent someone out to measure and provide a quote, I asked questions about their methods/products, we negotiated and I approved the job on May 2. The first visit to start the job was June 26 to clean the surfaces. I emailed them that evening with some concerns and she emailed back the following morning scheduling a time to talk. She didn't call nor answer my calls. No response to emails. I became upset on June 28 stating that I had been asking specific questions and not getting any answers and did not want any further work done until we spoke. Nothing until June 29 at 10 pm when I received an email stating they would not be doing the job on June 29 - assumed given it was 10 pm. The last of the work was eventually done by July 8 and I was sent an invoice. From June 26 to July 8, the communication was abysmal. Not answering the phone, not replying to emails. I expressed that the work was not done to my satisfaction. On or around July 17, I was told the problems were rectified and I was asked to pay. From then until July 22 (when we scheduled for them to stop in and take payment), I received multiple emails, calls and texts on a daily basis asking when they can come to pay. I have a video from our smart doorbell outlining my concerns with one of the technicians (******** ********) and him stating clearly that they would have someone come out and fix a crack and oil spots in areas that were incorrectly prepped before the sealer was applied. Now it's September 27 and nothing has been done. They keep emailing saying they'll send someone to take a look and fix, then saying they ran out of time, they've ignored multiple requests to talk on the phone and now are saying they think its a defect with the sealer and are in talks with the manufacturer to come up with a solution. Still not answering phones. All emails/texts and videos available to share if needed.

  Business Response

  Date: 25/10/2023

  
  We appreciate your feedback and understand your concerns regarding the job we performed on your concrete aggregate and asphalt surfaces. We take pride in our work and strive for customer satisfaction. 
  
  We do feel we made efforts to address your concerns and even rescheduled the job to accommodate your request for a discussion prior- which we accommodated. 
  
  Oil stains and tire shine stains can sometimes become visible after sealing, and we have made multiple attempts to touch up these spots. We also returned for a second crack fill application as promised by our co-owner, who visited your home, as we always stand by our work. 
  
  We are aware that our technicians may not have knocked upon each arrival due to the presence of a babysitter and a toddler in your home. They provided the touch-ups to the driveway, which you mentioned was captured on your doorbell camera.
  
  *** ************* ********** *** ******** ****** ****** *** * ********* ** *** ********** ** ******* *** ********** We believe we have gone above and beyond to address your concerns. We remain dedicated to working with you to ensure your satisfaction. Please let us know how we can further assist you. We stand behind our work and will continue to do so. ** ****** ***** ** ** **** **** *** **** ** ** ********* ****** We do apologize for any breakdowns in communication and want to have this rectified.
  

  Customer Answer

  Date: 01/11/2023

  I am rejecting the business' response.
  
  
  **** ******** ******** ** *** **** **** *** ****** ** ** **** *** ** ****** *** **** *** **** ** *** *********  **** ** ** ***** ** ***********  * ***** ******* *** ******* ***** ***** ******** ** ***** ******* ** ************* **** ** ** ***** ***** ****** *******  ***** ****** *** **** *** * ******** *********** * ******** **** ******** * ***** ******** ******* ***********  **** ****** *** **** **** ****** ** ******** ****** **** *** ** ****** ***********
  
  My preference is to be reimbursed to have another company fix the job rather than have this company return.