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Business Profile

Paving Contractors

System Pavers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Paving Contractors.

Complaints

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

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    Customer Complaints Summary

    • 68 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 installed a patio for us last summer. One of the corner pavers failed and I would like to have the patio repaired.The company has been contacted twice, once as late as October 31, 2024. Each time, the representative indicated I would receive a return phone call within 5 business days. The company has never returned the phone calls. The company directs its customers to file warranty claims online, however, the website does not work.

      Business Response

      Date: 11/12/2024

      Our construction team will be on site on November 18, 2024, to rectify all outstanding issues. The client has been updated accordingly.

    • Initial Complaint

      Date:10/06/2024

      Type:Order Issues
      Status:
      Answered
      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.
      There were extensive issues throughout the job that are beyond what is possible in 2000 characters. (See "System Pavers Experience 2024.pdf".) We paid ~$37k for the installation of pavers at our house. Contract date: 7/15/2024.Short summary is that what was described to us for the work to be done did not align with actual work performed. We had nearly daily issues with the contractors where they would say they weren't able to honor the contract or the contract would need to be changed (and we'd need to pay more) to get what we were promised. There were inconsistencies between what they would say and what actually occurred.Please see attached pdf for full details with requested resolution steps. Although the job is "done", we are seeking billing corrections from the company to correct the discrepancies between work performed and work promised. We hope this can be corrected through BBB mediation.

      Business Response

      Date: 10/10/2024

      Thank you for bringing this to our
      attention.  We will reach out to you directly and set a time to meet with
      in a few days to discuss your concerns. 

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am writing to file a formal complaint against System Pavers regarding their failure to respond to my warranty claims. A patio and path at the entrance to our home at **************************************** was installed for the previous owners in 2015. The contract states that it is transferable and good for 25 years. I have called multiple times and received assurances that it will be looked into. The most recent call on 8/21/24, System Pavers employee, ******, asked me to send photos, which I did that day. Stones that have lifted and shifted caused me to trip and fall on 8/12/24. My husband took me to ***************************************************** where my head wound was treated and stitched and a CT scan ordered due to concussion. Despite my efforts to have these issues resolved there has been no response. I am seeking assistance from the BBB to have System Pavers honor the warranty and make necessary repairs or replacement as soon as possible. This is a safety issue for my family or anyone coming to my front door.

      Business Response

      Date: 09/25/2024

      We spoke with Ms. ********* Mon 9/23 afternoon and will be meeting with her onsite this Thursday 9/26 at 1pm to view her concerns and schedule the appropriate repairs.

      Customer Answer

      Date: 09/26/2024


      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:09/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 took a 10% deposit fradulently from us in May of 2024 and it is September now. They continue procrastinating , lying and have done nothing to provide us the service. We are in a constant loop with them and despite numerous calls , emails and messages, there has been no resolution. It has been over 5 months and we still do not have our Patio.

      Business Response

      Date: 09/20/2024

      The original contract was signed on May 1, 2024, but it was voided and re-signed on July 29, 2024, due to a redesign requested by the customer.
      There have been delays in submitting the *** documents by the customer, and we are still awaiting the necessary *** approval. As you know, we cannot commence the project without this approval, and it has only been 1.5 months since the redesign, not five months.
      Please note that the deposit collected is a standard requirement outlined in our contract, and we assure you it was taken in good faith. We appreciate your understanding that the timeline for the *** review is beyond our control. As soon as we receive the required approval paperwork, we will be ready to start the project immediately.
      We look forward to moving ahead together.

    • Initial Complaint

      Date:08/26/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Dear BBB,I am writing to file a formal complaint against System Pavers regarding their failure to respond to my warranty claims.Details of the Transaction: Date of the Transaction: The paver installation was completed in August 2022.Amount Paid: I paid $17,030.30 to System Pavers for the project.Business Commitment: System Pavers is committed to providing a high-quality paver installation, covered by a 25-year workmanship guarantee on pavers, a 10-year workmanship guarantee on turf, and a 2-year workmanship guarantee on all other products.Nature of the Dispute: The issues include significant water pooling, many uneven pavers, and two pavers from the firepit that have become unglued.These problems should be covered under the workmanship guarantee provided by System Pavers.Attempts to Resolve the Problem: I have sent multiple emails to System Pavers (attached for reference), but I have not received any response or resolution from the company. Despite my efforts to reach out, the company has not tried to resolve the problem.I am seeking assistance from the BBB to resolve this matter. I would like System Pavers to honor their warranty and arrange for the necessary repairs as soon as possible.Thank you for your assistance.Sincerely,************************* ************

      Business Response

      Date: 08/29/2024

      System Pavers was contacted on 8/26 by this client with a repair request on 8/26. On 8/27 System Pavers contacted the client to arrange to view the warranty request. System Pavers will absolutely be honoring our warranty. Unfortunately we were unable to find the clients previous communication attempts and we do apologize for that, they may have gotten caught up in our spam filter. Should there be any future warranty claims we have detailed information on how to request and submit a warranty claim available on our website and in the customer portal, so it goes directly into our system instead of emailing which can be unreliable due to our aggressive spam filter.

      Customer Answer

      Date: 08/30/2024


      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:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      June 10, 2024 start date. June 24, 2024 System Pavers agreed to fix the problems, but only fixed part of it. The job was supposed to take 1 week. It has now been 2 months, and the pavers are all uneven, not level and high and low spots that water pools up in the low spots. I have pictures of before, during and after the job was done. I have also had 3 different paving companies tell me that the prep work was not done correctly and therefore the pavers shift and move more every day.

      Business Response

      Date: 08/26/2024

      We redid this clients courtyard and spot corrected issues with her driveway following the initial installation. The client signed the certificate of completion and wrote us a check for the final amount. On August 2nd the client notified us that her lawyer advised her to put a stop-payment on the check, which the client did, and that the clients lawyer would be sending us a letter the following week. We are yet to receive the letter from the lawyer. Once received we will review and work toward resolution with the client.

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Back in 2016, I had System Pavers install my driveway. Since then, I have had major issues with sections sinking. It sunk so much it even took out my sprinkler system wiring and I had to pay to have that redone. My Landscaper said they should have been protected when the driveway was laid. This was in 2020.When they came and removed the pathway for the landscapers to redo the wiring for the sprinkler system, they didnt put it together well. Ive tried to get help but ****** said it would cost $2550 for a channel drainage system and that was the only way they could fix the problem. I told him at that time, I didnt have that kind of money and this should have been planned out before my driveway was laid out. It is on a hill. He said he would only give me a $200 credit towards that. I already paid an extra $2800 over and above the original cost estimate due to unexpected rebar they needed to remove (Extra $900) and then the pavers were dull and they said I needed the special coating (another $1900). At that point ****** quit responding to my calls and texts.My driveway has several areas that have a sinkage that are getting worse. Its not level at all and I am not going to be able to sell my house until this is fixed. My paperwork says I have a 25 year warranty on materials and labor but its not much help if no one responds to me. I had started with ****** ************. His voice mail still says he is there, but he hasnt responded to my calls or texts. These are all the dates I have reached out to him. September 14, 2020 September 20, 2020 March 21, 2021 May 12, 2024 August 9, 2024 7/29/2024 - I called ************ I was told someone would call me back in 3-5 days. I have not heard from anyone.8/09/2024 - called again and was told that ****** is still my project manager, and he would respond today. No return calls or texts as of 8/13.I have emailed my original salesperson but his email bounced back-****************************************

      Business Response

      Date: 08/19/2024

      Operations Manager ************************* has reached out to ************** to assist with her concerns. VMs have been left on both listed phone numbers. Pavers is excited for the opportunity to meet with ************** and address her warranty items.

      Customer Answer

      Date: 08/21/2024


      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:08/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 sent two emails to system pavers on Nov 13th and November 21st 2023 after they installed a paver driveway and walkway. job ***********. They initially didnt respond in the 13th , but they eventually claimed both by phone and on their customer portal that they couldnt correct the slope on the driveway so that a normal car could get into my garage . I had to spend an additional ******** dollars to hire another company to fix that problem which they did quickly, efficiently ,and successfully . I sent another message on Nov 21st and I did get a phone call from someone named *******( evidently my sales person and crew manager no longer worked for the system pavers company) whose bottom line was that my warranty was voided because I had another company work on the project- I was offered no compensation. Additionally the drain that system pavers provided wasnt proper according to CMHA standards and that had to be replaced as well.Now, 9 months later an additional drainage issue became apparent. Evidently the pavers sloped towards my front door instead of away from it so that water pooled near the entry and seeped up into my oak hardwood floor right behind the door. The same company who fixed my driveway is now fixing this sloping drainage problem for an additional ******** dollars This information is being sent to the Better Business Bureau as well as to the system pavers address . Respectively submitted,*************************** ************************

      Business Response

      Date: 08/19/2024

      This job was finished, and client Certificate of Completion was signed on May 16th. Shortly after Ms. ********* project was completed, she called to ask if we could change the slope of her newly completed driveway. We were told that while her vehicles could enter and leave her driveway without issue, one of her friendsvehicles would scrap. ******************** offered to pay us to re-slope the driveway.We did not believe that we could effectively and efficiently reset her slope to meet her request. To our knowledge ******************** then hired another paving company to make her requested changes. On 11/21/23 ******************** sent us a message stating that she had hired another contractor to change her slope and reinstall her drain. This BBB complaint filed by ******************** is the first we have heard of the issues regarding the grading around her front door. We suspect that the damage to the flooring was caused by the re-grading done by the new company. We are happy to go out to observe the concern, however the work done re-grading the project has voided our warranty. 

    • Initial Complaint

      Date:07/31/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 came out to install our backyard in may 2023. Upon completion we realized the turf was installed incorrectly and damaged all over. Weve since been attempting to have them fix the issues for over a year at this point. We have text confirmation that theyve agreed to replace the turf (as the one installed at is heavily damaged) and install it appropriately (backyard is not level at all potholes all under the turf). They consistently agree to come fix the issue and day of cancel. Ive attached screenshots of their confirmation to replace and reinstall and screenshots of them continuously cancelling. We are not looking to get anything extra out of this we just want the backyard done right as they are collecting monthly payments from us.

      Business Response

      Date: 08/13/2024

      To whom it may concern,

      This repair was completed as of 8/1/24. We received a text from the customers stating that they were happy, and it was 10x better then before. To my and my teams knowledge, we have not received any further repair requests.

      Customer Answer

      Date: 08/15/2024


      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.

       

      the business handled the repairs 1 day following my complaint and has resolved all issues. We are happy with our backyard as it is now. No further actions is necessary. 

      Thanks,

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

       


    • Initial Complaint

      Date:07/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      When talking to the sales agent, I asked her if the pavers would get hot and she stated, " no." She knew I had a pool with zero shade and she continued to sale me the product. Pavers get extremely hot and very dangerous to dogs. Our dog has got sick several times due to the heat comi g from the pavers. Only get them if you have shade.

      Business Response

      Date: 07/24/2024

      Thank you for bringing this to our attention.  Safey is the utmost of importance to us.  We will reach out to you directly In the next ***** hours. 

    System Pavers is NOT a BBB Accredited Business.

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