Complaints

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• Initial Complaint

  Date:11/29/2022

  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 2/14/22 we signed an invoice to have an asphalt driveway put in. We paid half with check and the other half when they were finished. We had a hole appear from a car tire. We started contacting the company to come look at it around March or April. August 2nd they finally send someone out. He said this area of asphalt was not mixed right. The owner who sent the man out to look at the problem said this man does not know what he is talking about he is only a sales man. The gentleman that came out told me he was helping the owner out and owned his own asphalt business that he was not an employee. The owner comes by and cuts some sections of the asphalt and said they will come and fix it. Weeks go by no one shows up. Now he says he will just fix the cuts and the whole. We want this approximate 50' x 50' section removed, hauled off and replaced. The cuts and hole need to be repaired until we can solve this issue or it will only get worse. Doing the patching job he wants to do will only cover the issues for awhile and then we will have to pay to fix it correctly. Our warranty is up in February. I feel he just wants to patch it up and get past February knowing we will have the same issues again after the warranty has expired. March or April will be a year since we alerted them there is a problem. Twice they were coming to fix it and never showed up. Now they just want to patch it up and move on.

  Business Response

  Date: 01/23/2023

  We have offered to fix the spots that broke up on several occasions but they are demanding 

  we redo an area 50' by 50'.  This area does not need to be repaired. 

  They have subbase issues-- we didn't do the subbase work; so, we are technically not

  responsible for the asphalt areas that need repair since the subbase has failed.

   

  Thank you.

  Customer Answer

  Date: 01/25/2023

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

  We do not except what Wells Asphalt is suggesting.

  We have two issues.  First we payed extra for 2.5” asphalt packed to 2”.  This area is not even close to 2” packed, may be 3/4”?   We have pictures of them working on this area and believe they did not want to dig down in this area deep enough so the asphalt would line up correctly with the existing slab. They needed to dig down deeper in this area to be able to put  2” packed asphalt.

  Second the sub base they say is faulty is the same sub base for the whole job, this includes a 12’ wide and approximately 400’ long driveway.  We are just requesting this approximately 50’ x 50' area, because it gets more car traffic and the wear and tear showed up immediately.  There basically is a hole from a car tire turning, along with other cracks and bubbles.  This is not a heavily traveled area, just my husband and I park on it.  We are not asking for the other areas that are having issues to be replaced, because it only has foot traffic. The problem areas  seem to be the whole area around the building where they would have needed to do more prep work around the building to be level with the slab this is where we are have the issues. Once again, we are not asking for the areas that we are not having trouble with or the other areas we are having trouble with to be replaced.

    When dealing with this company we have  been yelled at cussed at and been told they are the experts.  If they are the experts they should have told us if there was a problem with the sub base.  They looked at the area to be asphalted  said nothing at the time about the sub base and were happy to take our money.  First we were told it was the asphalt companies faulty mix by the first person Wells Asphalt  sent out, now it is the sub base?  The first person who came out picked up a piece of the asphalt and showed us how soft it was and said this is not right it should be hard. He also took a sample to share with ****** the owner.  We have aluminum chairs that no one has sat on and you can see they are sinking into the asphalt.  We also have been told by neighbors that the asphalt trucks where arriving way too early sitting and getting cold.  Our understanding is this would make the asphalt too cold as it was going down. Especially since it was in February.  This company has stalled all along the way by telling us they would be out here to look at the problem and never showing up or by not responding to phone messages.  It was us constantly trying to call them and communicate.  The first time they took the initiative to really communicate was after we started seeking outside help. We didn’t even know they had a secretary until then.

  We would be happy for Wells Ashpalt  to come patch it like they say they have preposed to do. This will protect it for now, but we will still have issues later.  This will not resolve them from fixing it correctly.

  Thanks for your time.

  ***** and ******* ******