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:02/08/2022

  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.

  In November of 2020, we paid Joe ********* business for the removal of our old asphalt driveway, enlarging it and a full asphalt replacement with gravel and new asphalt. In the summer of 2021, cracks started to appear on the driveway. I emailed the business to seek replacement/correction action under the 2-year warranty. I received no response so I called Joe and had him come out to view the flawed work in August 2021. He agreed that the driveway needed to be replaced but said he was concerned about his business surviving the year and said he'd need to put off this replacement job until 2022. He told me to call him in May 2022 which I did. I told him that we'd like to have our replacement job completed upon our return from holidays in mid-July. He said he'd text me around then with a date. No text ever arrived. I left Joe a voice mail on July 20/22 @ 9 AM reminding him to schedule our driveway replacement. No effort was ever made by him to return the call. This is one year after the defects were reported, 11 months since he viewed the defects himself. We used his services since I was a 15+ year member of the London Chamber of Commerce and used one of our members' referrals for Joe's business to get this job done. I also arranged for his company to quote and complete a neighbour's driveway on the same day as mine was done. New business contacts are best made with referrals. But with that comes the expectation that the business will want to make good on the work to seek future referrals from happy clients. So far, that hasn't been the case.

  Business Response

  Date: 05/08/2022

  We sincerely apologize for the experience you have had with London Paving and Concrete. Providing outstanding quality service to our friendly customers is important to us and we have recently implemented systems to better accommodate and serve you in the future. The past couple of years have been a big adjustment for many small businesses and we appreciate your time and patience as we have been trying to adjust during these trying times. As such, we have reached out to you to have your driveway redone as promptly as possible and to your satisfaction.

  Customer Answer

  Date: 10/08/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17643547, and find that this resolution is satisfactory to me.

  Further to this, I received a voice mail from Sasha @ London Paving & Concrete LTD, on or about August 8/22 and was paid a visit by crew members to speak with me in-person about scheduling a repaving job on or about Thursday August 4/22, after I had already left home to go to a cottage that had no cell service - so no contact could be made directly with me. The crew learned of my approximate return date from a neighbour who was informed of our travel plans. 
  

  While returning to London, I was able to receive cell and text messages. It was then that I returned Sasha's call on Monday August 8-22 and discussed a date for the tear-out of the cracked asphalt driveway and subsequent repaving job.

  This entire job took place on Tuesday August 9-22. The work crew was very respectful and hard-working. Sasha dropped by to introduce herself. I am very happy with the results of this work. The driveway looks great. 

  I appreciated the involvement of BBB and the quick action then, taken by the staff at London Paving & Concrete LTD. I would now say that I am a happy customer.

  
  Sincerely,
  
  
  
  Kathleen Holland