Complaints

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

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  System Pavers

  1570 Brookhollow Dr Santa Ana, CA 92705-5438

• 

  System Pavers

  14935A NE 95th St Redmond, WA 98052-2559

• 

  System Pavers

  18911 Hardy Oak Blvd Ste 193 San Antonio, TX 78258-4968

• 

  System Pavers - Vancouver

  4400 NE 77th Ave Ste 275 Vancouver, WA 98662

• 

  System Pavers

  3 Sunset Way Ste 10A Henderson, NV 89014-2305

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:06/14/2025

  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.

  I was going to do business with this company and put down a $1,030 deposit. Contract says 3 days to cancel and we cancelled contract same day. Our credit card was charged and 14 days later we are still waiting for refund. Contract states refund to be issued in 12 days of contract cancellation. Glad we decided not to do business with system pavers. Need our refund unissued immediately.

  Business Response

  Date: 06/20/2025

  We spoke with the client and reviewed the standard cancellation processing timeline of 10 business days. We confirmed that the cancellation has been processed on our end, and the refund is currently pending.

  Customer Answer

  Date: 06/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ***
  
   
  

• Initial Complaint

  Date:06/13/2025

  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.

  System Pavers was consulted and hired to complete a job on my side yard and backyard. I was told by the consultant that the pavers would match my existing pavers and that the river rock used would be all gray. The pavers used are completely different than my existing pavers and the rock used is regular river rock, not gray river rock that was promised.

  Business Response

  Date: 06/19/2025

  System Pavers of Arizona and Kristy Russell have mutually agreed upon a resolution to satisfactorily conclude the project. A punch list outlining the remaining items was provided by Ms. Russell, and System Pavers of Arizona is committed to completing the agreed-upon work in a timely and professional manner.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising 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.

  System Pavers advertised a 30 day satisfaction guarantee or my money back, and included over $16,000 in discounts for a free demo and manager discount when I contracted a $68,967 project for a two post pergola, two built in grill cooking area, fire pit, and large paver area. The sales rep said this would take no more than one week. I signed the contract October 31, 2024 and as of June 4, 2025 they have still not completed the project and they breached our contract by installing a three post pergola without ever discussing this with me prior to installation. Our contract clearly states two post pergola. When I asked the project manager in December 2024, less than 30 days after construction began, why System Pavers installed a third post and if we could remove the middle post as that’s where furniture needed to be placed he lied and told me there was nothing they could do as the pergola required a third post. This third post was one of many issues like System Pavers didn’t leave enough room for either of the two built in grills they told me to buy, the fire pit is too wide so lava rocks fall through a large circular gap, the pavers aren’t level in several areas, and System Pavers project delays were so significant their granite contractor had to sell the granite I picked on October 29, 2024 prior to contract execution. I provided a notice of defective work and a third party expert’s quote to fix System Pavers bad work in March 2025 that totaled over $25,000. System Pavers never acknowledged the quote, they didn’t inspect their defective work nor did they provide a plan to fix that bad work. Instead, they threatened to file a mechanics lien where all of the $16,000 in discounts would be removed. They also did not honor their 30 day satisfaction guarantee advertisement. Both of these items are clear violations of the consumer protection act. After all this I have paid almost $60,000, and I still have $25,000 worth of work that needs to be completed or corrected.

• Initial Complaint

  Date:06/02/2025

  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.

  Feb '21-Req designs for a new front walkway after our old cement walkway was being lifted by tree roots. Designer met with us, did plans & suggested a root barrier be installed as to keep the tree roots from lifting the new paver walkway again. Signed contract, paid deposit & set a timeline to start April '21. We had bumps along the way when we couldn't communicate w/ most of the crew, they didn't show up, they didn't know how to install a root barrier; even though we had been told during the design process that their crews always have to take tests & prove they know how to do all the different aspects of landscaping installs before they are allowed to work w/ SP. We paid SP all along the way- total of $13887. The crew was paid by ** before finishing our job & ran off with our landscaping lights to never be seen from again. SP found a 2nd crew to finish the job. May '25 noticed 3 stair pavers were coming loose, some lifting of pavers around the tree w/ the root barrier & sunken paver in the walkway. I submitted for a warranty ***air & received a call to schedule. SP *** came out & stated that tree roots are causing steps to lift and that's why they are loose. I told him we did a root barrier at their suggestion so that we wouldn't be in this position again. He looked at the other spots I had submitted & he told me it likely wouldn't be covered but he'd submit it to his manager. He called & we did 3-way call w/manager on 5/20/25. The manager said we could pay $250 to have crew come out and take our walkway apart & if roots were the issue then it would not be covered & they would give a new estimate for ***airs. I stressed how we were told the root barrier should keep this from happening and that's why we were willing to pay $13887. I told them I wouldn't be paying them any add'l money when they didn't want to stand behind their root barrier. I also brought up the sunken paver, which they said they'd come back the next day to look at but never showed up for that appt.

  Business Response

  Date: 06/06/2025

  Our team has conducted a thorough site evaluation and identified that the issue is the result of root intrusion beneath the paver installation. Although a 14-inch root barrier was installed as a preventative measure, it appears that the roots have extended beyond the barrier, leading to the current condition. While root barriers are intended to help mitigate root intrusion, they are not always a guaranteed solution against natural root growth, which can sometimes bypass these barriers. As outlined in the terms of the agreement, conditions caused by natural root activity are not covered under the project warranty. We remain committed to providing quality service and are happy to discuss potential solutions if you wish to explore next steps.
  

  Customer Answer

  Date: 06/08/2025

  While we agree that this issue is ultimately related to root intrusion, we disagree with their statement regarding the root barrier. The System Paver employee that inspected our problem remarked that the barrier was improperly installed.  The barrier was both woefully short and installed horizontally versus vertically (which is the proper way). We would expect System Pavers to take responsibility for their shoddy workmanship and honor their warranty, or refund our money for a walkway that was to resolve the same issue as the walkway we replaced on their assurances.They're great at sales, but not much else.

  Business Response

  Date: 06/11/2025

  Thank you for your reply, after further investigation our Project Manager did not indicate the installation was faulty. His assessment confirmed that the root barriers positioning is due to external factors, such as roots pushing underneath and causing the barrier to shift or appear horizontal.Additionally, soil displacement or loose dirt may have contributed to this issue, giving the appearance of a shorter barrier. We are committed to resolving this matter to your satisfaction and would be happy to discuss potential solutions. Please feel free to contact us at your earliest convenience to explore next steps.
  
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  March 26, ****************************************************************************** the amount of $1,612.00. I advised that scheduling the work would have to be end of April as I had out of town trip scheduled. March 27th, while out of town, I received a call from a person who stated he was sent by System Pavers to assess job requirements preparatory to commencement job (ie. items needing to be cleared before demo). Despite that no appointment was scheduled I authorized entry to property for purpose of assessment and photos. March 28th, I returned home to find that electrical box and wiring providing phone, internet and tv had been removed resulting in loss of service for four days. After multiple phone calls a letter was sent April 15th cancelling job and demanding refund of deposit and costs associated with restoring service service.

  Business Response

  Date: 05/02/2025

  At Mr. ****** request, our Design Consultant referred him to an independent electrician. The electrician then contacted Mr. ***** directly to coordinate a consultation. System Pavers had no further involvement beyond this referral, and there were no agreements between us and the electrician.
  On March 26, Mr. ***** signed a contract with System Pavers and submitted a deposit. Its important to note that electrical work was never part of our scope or included in the signed agreement. The referral was offered solely as a courtesy, and our receipt clearly listed the electrician as a recommendation only.
  On April 8, our Design Consultant met with Mr. ***** to finalize project details. The following day, our Construction Coordinator called to schedule the work. At that time, Mr. ***** shared that he was collecting quotes from other companies, despite having an active agreement with us. No issues with the electrician were raised during that call.
  On April 15, Mr. ***** requested to cancel the project, asking for a refund of both his deposit and $200 spent on electrical consultation. We clarified that since the electrician operates independently and was not part of our contract, we are not liable for those charges. Regarding the deposit, his request came more than two weeks after signing, and per our policy, refunds are not granted beyond that timeframe.
  Additionally, substantial work had already been completed, including design planning, construction coordination, and initial material procurement. The deposit was used to cover these professional services and preparatory efforts.
  We remain committed to completing Mr. ****** project as agreed, and our team stands ready to proceed should he choose to move forward. System Pavers is dedicated to delivering exceptional service and ensuring a positive experience for every client.

  Customer Answer

  Date: 05/03/2025

  Deposit was paid with understanding that job would not commence until after return from trip ***** 28th.According to scheduling person ****** down payment  was received and deposited March 27th, scheduling of job would occur after approval by Project Manager March 31st. The designer and Scheduler were both informed on ***** 1, that I was not going forward with scheduling until damage to my property was repaired and communication services were restored. The "electrician" was sent by Employee/Project Designer ********* ***** to assess preparation required for Landscaping work NOT Electrical. I advised ********* ***** that I would require assistance per contract under "Pre Installation Guidelines" 'What to do and expect before we arrive..." Was assured that I would be provided required assistance. I am 72 years old, post cardiac surgery, and it was a deal breaker unless that was provided. The" electrician" ****** identified himself as sent by System Pavers to assist in the pre-Installation preparation. There are pictures, text exchanges and witnesses to the communications. I did not learn of the unauthorized removal of my electronic equipment until March afternoon of March 28th. Calls were immediately made to ********* ***** and messages left. System Pavers had notice of the problem and my unwillingness to go forward with job by ***** 1st or 2nd.    

   

  Business Response

  Date: 05/07/2025

  Thank you for bringing your concerns to our attention. We appreciate your feedback and are committed to finding a positive way forward.
  To clarify, we did receive your deposit. While the signed agreement does not indicate a specific start date of April 28th, we recognize your desire to begin the project at a time that aligns with your schedule. We also want to note that your request to cancel was received after the expiration of the 3-day right-to-cancel period.
  As discussed during your pre-construction walkthrough, the scope of work outlined in our agreement with System Pavers does not include electrical services or work performed by any third-party contractors. Referrals to independent providers are offered strictly as a courtesy, and any services they provide are governed by their own agreements, separate from System Pavers. We welcome the opportunity to better understand your concerns and would be glad to review any text messages or photos youd like to share. Please let us know if we may reach out to gather that information and continue the conversation.

  Customer Answer

  Date: 05/08/2025

  I will be proceeding with legal action. And will also make it known through various media that System Pavers lacks integrity and is not be trusted.  They are relying on a technical 3 Day Notice of Cancellation that doesn't apply in this instance. System Pavers also failed to act promptly when advised of damages sustained as a result of referral made their Project designer. 

• Initial Complaint

  Date:04/23/2025

  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.

  So many vehicles come on ************* and clean the exterior and interior of trucks. And there not working in this street and maybe they find there way back in fourth through out the day because of the lottery/refreshment store in the area on *************. Some days one particular truck that has the hit material in it. Will pull off the ************************* on to ***** or **************** and clean the exterior of truck off and we dont know how that stuff will affect us and its being watered and blown off the trucks to our streets and sewer etc .Its a quick fix just do it where the employer is located and not where homeowners and people live. We dont want these chemicals wash off of these trucks in our streets and sidewalks.

  Business Response

  Date: 05/01/2025

  We believe there may be some confusion in this matter. System Pavers does not currently operate any offices in ********, and as such, the trucks in question are not affiliated with our company.

• Initial Complaint

  Date:04/18/2025

  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.

  Date of Transaction: 3/27/2025 They charged our credit card $4014.94 as a down payment for the project.System Pavers agreed to do an upgrade/remodel of our backyard pending financing approval.We were not approved for financing so, I immediately faxed the cancellation notice they provided to their office on 3/29/2025. They acknowledged receipt of the cancellation notice within the the three business days allowed by law. Contract states that there will be no Penalty or Obligation if cancelled within these 3 business days. -- I have repeatedly asked for a refund of our deposit without any response and they continue to ignore my requests; in violation of state and federal consumer protection laws.

  Business Response

  Date: 04/28/2025

  The client's deposit refund was processed on 4/24/2025 following their inability to secure financing. We recommend the client contact their financial institution this week to verify the status of the deposit into their account.

  Customer Answer

  Date: 04/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. (REFUND WAS FINALLY DEPOSITED YESTERDAY AFTER I CONTACTED SYSTEM PAVERS AND POINTED OUT THEIR VIOLATIONS OF CONSUMER PROTECTION LAWS. THANK YOU.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:01/17/2025

  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.

  Putting 1 star because I have too. I'd like to give a zero rating. This is going to be a long review. My husband and I started this project back in the beginning of June 2024. ****** ***** (System Pavers *********) came to our home to start the design process of our project. He made it all sound soooo good and easy. Boy was that wrong. My husband and I applied and were approved on ***** iPad for financing for this project. 2-3 weeks went by and we hadn't heard from anyone. Turns out *** was no longer with the company and my project was passed off to ***** ***** (Project Manager?). He had to come back to my home to redo the design because *** had all the wrong colors and demention's on his original sketch. I had been waiting on this to be updated as I needed to submit the paperwork to *** for approval. On 6/21/24, I texted ***** D advising I had my HOA paperwork ready & still waiting on his. He had advised the paperwork would be in my inbox Monday. June 24, 2024 rolled around and I received nothing. He advised he is away with family and it will be resolved when he returns. 6/24/24 and ***** D advised he needs me to forward the list of what HOA needed. That info was provided to ******* on . However ***** D advised she never sent it to him. After getting the paperwork settled I was able to submit everything to HOA 6/27/24. ***** D advised again on 6/27/24 that he is out of state and my project will be on hold. I advised the same day that HOA was missing 2 items from them. I followed up 7/1/24 regarding the missing items and ***** D advised he was still out of state. ***** D followed back up on 7/5 advising he still out of state and planned on working on the project that day. HOA approval was forwarded over 7/11/24. Followed up with ****** 7/26 as I was told we would be breaking ground in two weeks and the two week **** was up. ****** advised 7/29 no updates. Followed up again with ***** D 8/6 and was told I needed to speak with ******. There is so much more to this.

  Business Response

  Date: 01/22/2025

  The Morenos contracted for System Pavers to complete their backyard and signed a certificate of completion on October 23, 2024. Once we requested final payment, the ******* did not complete the necessary steps to release funds and let the approval window expire on their financing. We are committed to finding a resolution for this matter and require that the client pays their balance due in full.
  
  Thank you. 

• Initial Complaint

  Date:11/24/2024

  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.

  System Pavers ********* is not meeting its commitments. ******* *******, the Design Consultant, came to my home to assess the work to be done. I informed him that I had a large tree ***** under my retaining wall, and that I wanted the curve in my driveway flattened. I paid $1,000 for the initial consultation on *************. Sissman and I met at the showroom on 11.06.2024 for paver selection. We agreed on the ******** ***** Paver in Victorian with a gray border all the way around, and Mr. ******* made notes on a layout diagram. He said he would come by my home before the installation date for a walkthrough and would bring the pavers I selected so we could see how they would look on my property. He also said he would be present a few days a week while the installation was being done. The estimated start date for the project was **********.On 11.11.2024, Mr. ******* showed up at my home with the **** ********, the project manager, and told me that the materials would be delivered within the next 3 weeks. He did NOT bring the pavers for me to confirm. After he left, Mr. ******** told me there would be an additional charge of $2.50 per square foot if any rebar was encountered. I later informed both men via text that I would not pay the rebar charge because it should have been included in the original estimate. I then received notice later that week that the materials were ready and that the work could start on ************* far, I'm being charged an additional $400 for the ***** removal and $4,360 for an adjustment to the wall length, which Mr. ******* measured incorrectly. He has not come by since the work started. The wrong color pavers were installed on the driveway, and the wrong stones for the wall were ordered, and it was I who noticed the errors and notified both men. Mr. ******* is now unsure which color driveway tile I chose; he failed to document it. He has taken no responsibility for his errors and he and **** continue to charge me for his mistakes.

  Business Response

  Date: 12/02/2024

  Upon receiving Mr. ******* BBB complaint on 11/25, Sales Manager *** ******* immediately reached out to Mr. ****** to discuss his concerns. Through this discussion a resolution was reached. It was agreed that Mr. ****** would remove the complaint upon completion of the project if our end of the agreement was upheld. We are currently working towards completion.
  

• Initial Complaint

  Date:11/15/2024

  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.

  *** managed many projects for my house and I chose System Pavers because their marketing makes it seem that the company offers a letter of professionalism and commitment to qualify projects that will be performed by a licensed contractor. Aside from the timeline not going as planned, workers not showing up when they said they would, and workers leaving my property a mess, my biggest issue is the money I paid to receive an unlicensed crew working on my project, and as a result, the project was poor quality and required too much of my time to project manage. Dont get me wrong, I dont have a problem with day laborers, but I chose System Pavers to ensure a high quality project, which is way I was willing to pay more money. My list of everything that went wrong is too long for the word character limits so Ill cut to the ****** System Pavers sent day laborers to my house, they did such an awful job, another crew was sent to tear up the pavers and replace them. It took weeks of back and forth for the project to be complete, even through I was told it would take one weekat most, and when it was it was complete my property was still left a mess. By this time, I just wanted them off my property because I had been adjusting my work schedule for them so many times and experienced so many no shows. I was told I would receive a discount because the quality of work did not live up to the standards promoted and someone would call me on the Friday I signed the final paper. No one called me, I have not received a discount and this business should not be allowed to promote licensed work, without having licensed staff work on the project. I would like your support receiving the discount I was promised and I would like to know if it is legal to promote licensed work, when licensed workers are not assigned to projects, nor are they supervised by a licensed contractor. Neither occurred with my project. I paid for a project manager and ended up managing the project.

  Business Response

  Date: 11/21/2024

  Per our conversation on 11/19/2024, we are meeting with the client next week to discuss solutions and provide closure to the project.