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

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

• 

  System Pavers

  325 Soquel Ave Santa Cruz, CA 95062

• 

  System Pavers

  3600 Lime Street, Bldg 2 Riverside, CA 92501

• 

  System Pavers

  419 Webster St., Suite 202 Del Rey Oaks, CA 93940

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:11/30/2023

  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 paid a deposit of $6077,00 in June of 2023 and system pavers never did the work. I contacted them many times and they refused to refund my money. I've contacted my credit card company and there is nothing they can do. I want a refund for the deposit.

  Business Response

  Date: 12/06/2023

  We have reviewed this complaint and we will be refunding this customer deposit within 10 business days.

  Customer Answer

  Date: 12/07/2023

  
  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:11/20/2023

  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.

  We signed a contract with System Pavers on 8/30 for a backyard project that was scheduled to begin on 10/2. A week prior, we were informed by the Salesperson/designer and the Project Manager that a significant portion of our project could not be done due to the foundation. While we begrudgingly agreed to move forward, the designer made major mistakes to the measurements and began changing the materials we ordered:- Quoted us for demo work that could not be completed due to the foundation and yet only offered credit for materials - Ordered and installed the wrong caps to the pony wall. We were not credited for the wrong materials.- Gave us 7ft planter space instead 3ft - we were asked to pay more for this even though it was their mistake - Ordered the wrong refrigerator - after multiple requests they finally ordered the correct one.- Golf lights are not visible. They claimed it was due to the transformer which was replaced but still do not light up.- Did not install fringe around putting green and will not credit us - Counter tops arrived broken and will not work with us on ordering the correct counter tops. We agreed to go with the smaller pieces but as of today, it is still not installed. We've been waiting for 4 weeks and no response of when it will be completed.- Contractors left a mess in our driveway and on the street and did not clean up. We asked multiple times for the porto potty and pallets to be removed. They were removed 3 weeks after they stopped working.- Contractors dumped rocks right on top of our river rocks and front yard pavers, we are still waiting for the river rocks to be replaced.As of today, 11/20, contractors have not completed the work and keep postponing the counter tops. They forced us to use materials we do not want and when we agreed, they refuse to credit us and have still not completed the work. This was supposed to be a 3 week project and we are now going on 7 weeks. We contacted Construction and Sales Manager to no avail.

  Business Response

  Date: 11/22/2023

  Thank you for taking the time to meet with us today, ***************************** to go over the punch list and discuss the project completion timeline. We have a goal of completing the work as soon as possible as well as addressing any credit for work that was on your contract but not performed.

• Initial Complaint

  Date:11/11/2023

  Type:Product 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 Friday October 20th 2023, ***************************** (representative of System Pavers) came to my house to quote me on some work. I put down a deposit $3,148.00. On Sunday, I reviewed the quote with my husband and he suggested I get a few more quotes, System Pavers quote was surprising expensive. On Sunday, October 22nd, I sent System Pavers "NOTICE OF CANCELLATION". I faxed the notice, emailed, and messaged ****, etc. They have a ***** number to contact, I keep calling to request status of my refund deposit. They did confirm the "NOTICE OF CANCELLATION" was received and a manager will contact me within 48 hours.. CRICKETS!! I cannot seem to speak with anyone. I contacted **** regarding refund. **** stated he has nothing to do with accounting but will send him a message for his manager to contact me. So here I am.. Based on this experience with System Pavers, I will NOT select them to do the work needed at my home. It is IMPOSSIBLE to contact anyone to assist me and tell me where is my refund!! The answer I get is, we will have a manager call you .. then CRICKETS!!

  Business Response

  Date: 11/15/2023

  Our sales Manager has reached out to the customer to let them know that the refund was processed on Monday and they should be receiving it shortly.

  Customer Answer

  Date: 11/16/2023

  Today is November 16th. A manager contacted us and told us that he had our refund check in the office. That he would drive over and deliver it. We contacted the system pavers for an update and still no refund.. 

  Business Response

  Date: 11/20/2023

  The deposit has been processed for refund on 11/14. We have confirmed that the check was delivered via ACH back to their bank and have reached out to the customer to let them know.

• Initial Complaint

  Date:11/05/2023

  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.

  We had a driveway installed with this company a few yrs back. The driveway has been repaired several times including most recently a complete redo of the base and pavers being laid again. The problem of the pavers becoming uneven, sinking, and misaligned has again begun. To the point that our neighbors are pointing it out to us. I again went through the process of contacting the company and requesting a crew come fix the issue. Very similar to last time I have now run into a failure of contact by the representative working with me. This is the SECOND time I have had to file a complaint with the BBB about this company and this exact issue. I am beyond disheartened about the service being provided on our warranties product and find it very disturbing that such a large company continues to play these games of being non responsive. I am requesting the BBB assist in getting the company regional manage to contact me again and get this warranty and on going issue with our driveway fixed for good. Several of our neighbors have paver driveways put in by other companies with NO similar issues. Please have System Pavers have a person that will be responsive and get this issue fixed!

  Business Response

  Date: 11/13/2023

  We met with ************** On Friday 11/10 and have discussed the repairs that are needed and will begin the repairs next week once his other construction project has completed.

• Initial Complaint

  Date:10/27/2023

  Type:Product 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've tried for a month to get a referral bonus due of $500. My neighbors, Audie and Susan Chang put pavers on their driveway after I referred them. They told their designer and he submitted the request and I also received a phone call from Ryan who handles the referral bonus submissions.
  I was told the delay is in their southern CA office and I would get a check next week, same story I've been told for a month. This may not be an issue with the Fremont office, not sure, but it's an issue with a significant delay in getting what they promised, a referral check that I'm due for $500.

  Business Response

  Date: 11/01/2023

  The integrity of the Referral Program is of the utmost
  importance to System Pavers. Unfortunately there was a snag in the process with
  this particular check, which was deeply regrettable. Our referral manager
  extended apologies to Joyce on 10/26, and assured her that the check would
  arrive the week of the 30th. We’d like to again thank Joyce for
  referring her neighbor to System Pavers.

  Customer Answer

  Date: 11/02/2023

  I have repeatedly contacted Systems Pavers for the past month to inquire about the $500 referral check.  Each time I call, I've been told 'the check was cut today and is in the mail, you'll receive it this week'. To date, I have NOT received the $500 referral check. I am not accepting this as a closed issue until I actually receive my check.  It is now November 2nd and I do NOT have my check. Systems Pavers has deliberately stalled on what they promised and given that I am a past customer of theirs that spent a small fortune utilizing their services in putting extensive pavers on my property, I am deeply disappointed in the way I've been brushed off and treated.  Once I receive my check, I will close this issue.

  Business Response

  Date: 11/20/2023

  We have mailed out a check to the customer on 1/27 and we have confirmed that customer has received the check.

  Customer Answer

  Date: 11/22/2023

  System Paver's response is incorrect.  They DID NOT mail me a check 1/23, I received it in November, 2023.  They don't have their dates correct.  Yes, I received the check and didn't have the option here to select that this is now resolved without rejecting their message.  You can close the case now.  It took them over a month of constant contact to get the check issued; this could have been avoided if they had better customer service towards a customer that did a great deal of business with them! 

• Initial Complaint

  Date:10/14/2023

  Type:Product 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 scheduled an appointment with System Pavers for the installation of artificial turf and a putting green. On September 2, 2023, a salesperson named ********************* visited my home to provide an estimate for the project. After receiving the estimate, I expressed my interest in financing the entire project. However, my residence falls under a ***, and **** informed me that we would need *** approval before proceeding further. To secure my commitment to the project, he requested a $1000 check to hold while we awaited *** approval. This was to ensure that I could apply for financing with a 0% interest rate once we received the green light from the **** Subsequently, **** sent me the necessary *** paperwork, which I promptly submitted to the *** board. After about a week, I received feedback from the *** indicating that System Pavers' insurance was expired. I relayed this information to ****, who promptly provided me with updated insurance details. I resubmitted the documentation to my *** for their review.A few weeks later, I received a text from ****, stating that he would send me a link to initiate the financing process. I agreed, but after waiting for a week, I did not receive the promised email. I attempted to contact **** via calls and texts, but I did not receive a response. When I reached out to his office, they assured me that **** would get in touch with me.Finally, after a couple of days, **** contacted me and claimed that he had sent the financing email. He further informed me that since I had not completed the required forms, he had deposited my $1000 check. I requested proof of the email's delivery, as I had not received it, but **** failed to provide any evidence. As a result, there is no verification that the email was ever sent. Furthermore, the unexpected deposit of my $1000 check caused issues in my bank account.In light of these circumstances, I am seeking a refund of the $1000, as well as compensation for the damages I incurred.

  Business Response

  Date: 10/20/2023

  We have contacted the client and have informed them we will returning their full deposit amount.

  Customer Answer

  Date: 10/21/2023

  This is false - I have not been contacted by the company and not been informed about the return of a deposit. 

  Business Response

  Date: 10/27/2023

  We contacted ************** via email and let him know his refund was approved and on it's way. We have shipped it via certified mail.

• Initial Complaint

  Date:10/09/2023

  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.

  On 6/6/23, I entered into a contract with System Pavers to install pavers in my driveway and install a sitting wall. There are 2 complaints I want addressed.#1. During the pre-construction walkthrough, it was realized that a section of the wall would not be built because the rose bushes were in the way and the salesperson (****************) did not account for them. Option 1) to build the wall behind the bushes. This would impede on my neighbor's property line and would cause legal actions against me, 2). Remove the bushes and build the wall in its place. ******* indicated he did not include removal of the bushes in the quote. 3). not build the 24' wall and ******* said he would credit me the 24' wall (materials, labor and taxes). I approved this option. However, it is now 4 months later and I have been requesting for the credit and no one has responded or provided me an amount of what that the total credit would be.#2. During the sales meeting, ******* suggested the type of pavers for install and matching rocks for a section that needed to be filled around the utility box. He said, "Trust me, it will look great!". Rocks installed were not matching to the pavers and larger in size than what I ordered. The project manager "*****" said that the rocks that were delivered are the only rocks they have and the catalog was incorrect. It was the wrong size and color. But refused to credit me for the incorrect rocks and told me "I am stuck with them and that I signed the contract". I ended up using my own rocks I had on property. They left the wrong rocks and refused to take them. To date, I have not been able to return the rocks and receive credit for these as well. I was mislead to purchase the incorrect rocks.I financed the project and was told by the finance company that they paid System Pavers in full. I have been working with them to get credit for the 2 items but have not been successful. See final walk through sign off as proof of credit owed.

  Business Response

  Date: 10/13/2023

  After receiving notice of the BBB complaint, ********************* Operations Manger of ********* called the home owner on 10/11/2023 and left message for her to return our call. ****** called him back on 10/13/2023 at which time we agreed that System Pavers would resend the credit for 24 square feet of wall and additionally credit ****** $989 for the decorative rocks that she was not happy with, for a total credit of $2,295.  ****** said that this would be fair and satisfactory.  As of 1:00 pm on 10/13/2023  change order has been sent to home owner and we are awaiting her signature. 

  Customer Answer

  Date: 10/16/2023

  
  Better Business Bureau:
  I have compromised the offering that *** presented. However, I feel that the charge back for the promotional items were not fair as it was the salesperson's error and not my request for change order. The salesperson should have corrected his error and I shouldn't be held accountable. The promo included the demo for the driveway, which took place and doesn't involve the wall. The other promo was for the sign up today and didn't matter if the project cost $2,000 or $60,000. I sign ** in good faith that same day, which has nothing to do with the wall. The neighborhood marketing involved placing the sign in my front yard, which I did for 3 weeks. So I don't feel it's fair that I get charged for the promo in the amount of $557.

  
   
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:10/09/2023

  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.

  On or around October 28, 2022, System Pavers installed a patio in our backyard. We went forward with System Pavers as they touted their workmanship guarantee. We began to notice a dip in our patio outside our backdoor, and that some of pavers were getting loose. I submitted a warranty claim for repair on July 28, 2023. Weeks went by with no response. I finally reached out to their customer service line to see about getting an update, and they informed me someone would reach out. They did, and stated that due to a medical issue and vacation we fell through the cracks", and that we were on their radar and will be getting a crew out within the next week. No problem I thought. The next week, no one shows up. I reached out seeing if a crew was coming, and was told that there was an issue but someone will be coming out the next week. These same scenarios went on for 2 months. I finally contacted the customer service line to ask for a manager, and was told they would contact me. Sure enough they did, and I was told again that a crew would be out. They came out, looked at the patio and stated that it was installed entirely incorrect, as the patio was slanting towards the house and not away from it. They proceeded to pull up the bordering pavers, and said they would be back. Days turned in to weeks, with a patio partially pulled up laying in my backyard along with everything formally located on patio. After over 2.5 weeks, a crew finally began working on the patio. They pulled up all of the pavers, and began to reinstall it. But no more than a day later after completion, pavers were already coming loose and others were sinking down. The sand to interlock the pavers is wildly uneven. There are other pavers that were placed along the house foundation that are not cut straight. This entire situation has been a disaster.

  Business Response

  Date: 10/16/2023

  We have met with ********** and scheduled a new crew to be onsite last week with an estimated 2 to 3 day completion.

• Initial Complaint

  Date:09/18/2023

  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.

  Reached out to System Pavers in March, 2023 for a full backyard project. Salesperson came out and I with only books, no samples. Said he didn't have any and supposedly he was a manager. Not the first time I am using System Pavers (3rd), so expected better. Signed contact and work was to start on April 24. April 7, job was paid in full (my fault). Was advised job would take 1 week. Supplies delivered on April 24 am and I knew right away not enough. Called Beau right away and said probably enough was on his way. Arrived and sure enough not enough. Order was place incorrectly. Had to wait another week for new supplies. New supplies arrived and it turns out the salesperson sold me the wrong pavers as he sold me pavers for a retaining wall and I am not getting a retaining wall. Of course salesperson never showed up even though he said he would. Then the caps on the pillars were wrong size so had to be reordered twice to get correct. Because the paver were incorrect **** the onsite manager tried very hard to find caps that would work to fix the wrong paver issue. After 3 attempts nothing worked. In the meantime the artificial grass was put in. Now the only solution for the wall was to remove it and use different pavers. They replaced the wall but the pavers were smaller than the original ones. So now there is cement on the artificial lawn as well as the lawn doesn't meet up to the paver wall. I have dogs and this is not okay. I called *****, who is ****'s boss and he said they would compensate me for all the issues for time delay of $1,750. For reference we are now into July with the job not done. When he came to deliver the check, after I texted him for the 4th time as he was ignoring me he looked at the lawn and agreed it was not acceptable. He said he would speak to the team and see what he could do. Now he is ignoring me again, have texted twice. I want this problem resolved to my satisfaction, which now means the lawn must be removed and replaced.

  Business Response

  Date: 09/20/2023

  Thank you for taking our call this morning We will be in touch within ********************************************************************************************************************* a timely manner.

• Initial Complaint

  Date:07/14/2023

  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.

  System Pavers has ceased all communication with me regarding our contract to install a patio at my residence. In January 2023, we signed a contract with our Sales Rep **************************** pending our *** approval. On January 30, I provided the survey required for the *** approval. I did not receive the initial *** packet until February 28 (see attached). On March 6, 2023 I informed ******* that the *** had identified missing information in the packet. He responded on March 6 stating that he would have all of the appropriate documentation emailed to me the following morning (see attached), which was never provided thus the *** denied the improvement request. On May 15 we requested a cancellation of our project due to System Pavers being unable to provide adequate documentation to obtain *** approval, and in reply we were told by ******* we would need proof of *** denial. On May 19 I provided a screenshot to ******* of the denial from the *** website and asked if more evidence was required, to please let me know. When no communication was heard from *******, on June 14 we contacted System Pavers and *************************** (****** Sales Manager) sent us a form to complete the cancellation process. We filled it out and returned it same day via text message at the request of ******. To date, there has been zero communication, other than requesting the denial proof which was provided previously on May 19 and System Pavers has refused to refund our deposit money and has not provided sufficient information to obtain *** approval. Emails with communications are attached to this complaint. I am not asking for anything other than my deposit placed for services be returned as no services were performed due to System Pavers no being able to provide sufficient documentation to obtain *** approval.

  Business Response

  Date: 11/20/2023

  I am unsure why our response was not recorded previously, but we were in contact with the customer back in July and refunded their deposit.

  Customer Answer

  Date: 11/20/2023

  
  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,
  
  *************************