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:07/07/2023

  Type:Order 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 gave us an estimate to pave our front yard and driveway in April. We supplied a $3000 deposit to secure the work. We called them back two days later and said we didnt want to do the driveway. The salesperson refused to take that item out of the contract and addend the work. We kept asking for samples of the pavers. They kept putting us off. This happened for two months. Finally they send a sample, and its exactly what I had said I didnt want. They said what I wanted would be more. I said ok. They said they would amend the contract with the up charge and take out the driveway. This didnt happen. Finally, two weeks ago, their project manager did a site visit with the salesperson. He was an hour late. The project manager then said we would need to tear up the entire front hill in our yard to reinforce it and we would have to put in flower beds and all of this extra structural work. My estimate went from $22k to $33k after that visit. I told the salesperson we didnt want to move forward. The scope of the job was too much. We didnt have 33k. We didnt like the way they did business and kept nickel and diming us. They wouldnt commit to a project date. It just all felt like this place was bad news. And the job was significantly different from what we put a deposit down for in April. The business now refuses to give us our money back. We have spoken to the salesperson, and to a sales manager. They have told us they wont give the deposit back. The problem is that the contract we signed is no longer for the work we need done. They got us to give them that deposit with false informationi.e., this was an easy job, no big dealnot what it has turned into with tons of braces and beams going into my yard for a simple paving job. The job is not what they said it was. They cant just balloon the price up to whatever they want to scare us off then keep the deposit. No work has been done. No schedule date has even been attempted. We are appalled at this.

  Business Response

  Date: 07/14/2023

  Per the ******************* requirements, System Pavers has a 3 day cancellation policy. After the 3 Days the deposit is non-refundable.  We are more than willing to take on the additional work that our PM was adding at no cost and honor the contract.

• Initial Complaint

  Date:03/03/2023

  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.

  We had this company put in a paver driveway a few years back and are having some warranty issues with it. The pavers are sinking and shifting which is a warranty covered issue. The company came out once months back and attempted to fix a portion of the driveway that was very bad. During that visit the crew advised us the original crew that put our driveway in had been fired because they were not using the correct base and having many similar issues with jobs they have done. The fix that was tried failed and the sinking and uneven pavers has continued and worsened. It is now spreading throughout the driveway. I have requested the entire driveway be replaced since they admit the original crew had a history of incorrectly installing driveways and acknowledge the degraded state of the driveway. Another representative from the company came by and took samples of the base from all over the area and reported back that he recommended a full redo to the company. We have not heard back now for several weeks and are no longer receiving any contact from the company. This process has been going on for several months dating back into fall of 2022. Please help. We feel the company has abandoned us.

  Business Response

  Date: 03/07/2023

  We have been in contact with the client and have determined that the entire project will be lifted and replaced. The repair will take place starting March 7, 2023 and should be completed by early next week.

  Customer Answer

  Date: 03/09/2023

  
  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,
  
  ***********************
  
  they are in the process of completing the fix to resolve the complaint.   I expect it to be completed as stated at this point 
   
  

• Initial Complaint

  Date:11/12/2022

  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.

  Wednesday, October 5, 2022, System Pavers began the job of installing pavers in our front yard. This entailed a lot of digging to level out the yard. In digging, System Pavers cut into our irrigation line that is connected to our back yard sprinklers.They finished their job on 11/8/2022, they finished their job. It wasn't until another week later that we discovered that our back yard was not being watered. We checked with our gardener who maintains these lines. He determined that when ** was digging, they must have severed the line from the front to the back.I called the ** contact person, *********************, he is the person we contracted with. I explained to him what the problem was and I asked him if I could send him the bill for the repairs. **** said that I could do that.Once our gardener was able to install a new line, which meant it had to go over ground now, he submitted his bill.I sent the bill to ********************* and did not hear back for some time. When I did get a call it was from *********************, the project manager. He was livid and said that System Pavers would not pay it. When I told him about my call to ****, *** said that he would take it up with ****. The phone call I got was from ***********************, assistant project manager. He was cordial, but said that if I had told them about the problem, they could have fixed it. I explained that I did not know that. I only discovered the problem a week after the job was complete. I had no knowledge that ** could still come in and fix it. That is why I called **** in the first place, and **** never suggested that ** could fix it. If he had told me when I initially called him, because no work had been done by our gardener, I would have gladly had ** come in and fix it.*********************** told me that ** would not reimburse us the $366.77 for the repair to our irrigation.

  Business Response

  Date: 11/18/2022

  We have reached out to Ms. ******** and we will be sending her a check for to pay for the sprinkler valve line.

• Initial Complaint

  Date:09/22/2022

  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.

  I will never go with this company ever again. First of all when we met the designer ************ told him we would like to field bids before we decide on a landscaper and we would like to see a design before we hire this company. He tells me, I'm not going to waste my time if we are 't going to work with each other. I understood and he did sold me on the 20 year guarantee and the 2 year financing. It was pretty pricey but I ended up just doing a retaining wall for the backyard and I was going to finish the rest of the backyard later. So he said he would send me the designs in a few days/week. Time passes he never sent me designs and sends me a pic of how the retaining wall will look. I was a little peeved that there was no design but I just rolled with punches, lets get this wall built. I asked them if I needed to be there when the wall was being built they said no, but a when my wall was actually buit, it was as if there was no direction for building it. First the wall the was built the wrong, the side that was suppose to be 3ft was 1ft and vice versa. When I spoke to the manager he said he would take care of it. They told me they were going to use the same bricks and the integrity of the wall would still be just as strong and I asked him would the decrease the integrity of the bricks he goes no its easy for them to remove the glue, but I told him and showed him a pic saying they used mortar to put the wall together, showed him the pic and he said yeah that's glue. Um no it wasn't glue it was mortar, but a this point I was just finish its under warrantee so if anything happens we will get if fixed. Then the next day ***** text me saying that they have to do redo the caps/top of the retaining wall. I asked him why he tells me that we do not have the correct length of caps of retaining was and the manufacture sent them the wrong lengths and they tried to make it work. At this point I wanted some compensation for everything that happened and all the headache a

  Business Response

  Date: 09/23/2022

  ************************
  
  We will be in touch to setup a meeting to address any outstanding issues with your recently completed project with the goal of addressing any issues within 2 weeks. 

  Customer Answer

  Date: 09/28/2022

  
  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:09/01/2022

  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.

  On March 1, 2022 I contacted ****** the architect from System Pavers regarding loose turf in the backyard. He said he would send ******** the project manager out to take a look and fix it. On March 24, 2022 reached out to ****** again because I had not heard from anyone regarding the loose turf in my backyard and now loose pieces of turf are showing up. On March 25 ******** showed up, looked at the front and backyard and stated they were done wrong, he will get a better crew to come in and redo the yards. I sent a text on April 19 and April 22 with no response. ******** finally responded on April *************************************** on their schedule. On June 9 System Pavers began to redo my yards and for whatever reason, on June 16 they decided not to finish and packed up and left. I have a video of them not finishing the job. I sent the video to ****** and once I stated I would take it to the media I was asked to hold on, he would talk to the higher-*** and call me back. He called back, stated System Pavers was having an emergency meeting at 4 PM that same day about me and he would let me know the outcome. ****** called and stated that ***** the construction manager will be reaching out to me to make my yard beautiful and that ******** had been fired. ***** reached out to me to set up a time to come view my yards. On June 21 ***** came to my home and viewed my yards. He stated he believes ******** was trying to take short cuts and the yards both front and back would be replaced. ***** also stated they would put turf on the sides of my home for all my troubles and pick up the extra turf that ******** and his crew left behind. On June 28 and June 30 I text ***** for updates. On July 1 ***** sent a text stating he will call me on Tuesday after System Pavers scheduled weekly meeting. On July 1 I text ***** asking for an update from Tuesdays meeting. ***** text I was on the schedule for next week. To this date no one has come out to complete the project.

  Business Response

  Date: 09/07/2022

  We advised the client that we would have a Project Manager stop by today, 9/2/2022 to measure the turf we are replacing.  We will return on or around 9/8/2022 to install the new turf and install turf on both the sides of the house as an accommodation

  Customer Answer

  Date: 09/07/2022

  
  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:08/31/2022

  Type:Order 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 Thursday, June 30, 2022 *********************** sales rep for System Pavers came to our home to provide a quote for the reconstruction of our driveway and front yard. ****** began with a very high price of $122,416. When we advised this was way to much, he advised us that we were lucky as this was the last day of "free demolition" which would take off $12,242. We still thought the price was to high. ****** then allegedly made a phone call to his "boss." After getting off the phone he stated we were in luck, his boss lived around the corner from us and he could provide his "friends and family" discount for us, an additional $5509.00. ****** said if we were questioned about this discount by anyone at System Pavers, we had to tell them his boss was a good friend of ours. Still not accepting the offer he stated if we were willing to allow pictures to be posted of our completed project he could take off an additional $5234.00. He also said if we posted a positive social media post after completion he would take off an additional $6961.00. He said we would have to provide a deposit of $9247.00 today as the free demo experienced today. In addition, he could only honor the other discounts today as well. My wife and I felt extreme pressure and provided the check for $9247. After a few days we began seeing more ads for System Pavers each stating "Free Demolition, our biggest offer of the year is here" in July and August. Over the past 60 days we have attempted to get our money back, no work was performed, and provided them a demand letter as well. These deceptive practices violate the civil code, the ************************ and we will seek civil remedy if not refunded immediately.

  Business Response

  Date: 09/02/2022

  **************** signed a contract with System Pavers on 7/14/22.System Pavers representative worked with client selecting material. *************** came into the System Pavers the end of July. More follow up calls with clients,bring out samples to their home per their request on 8/4/22.  On 8/9/22 he advises ***************** he wants to cancel. This is well past the 3 Day Right to cancel policy per the *******************. At this point we are within our rights to hold the Deposit. 

  Customer Answer

  Date: 09/22/2022

  This dispute is not closed. The company used misrepresentation and fraud to initiate contract signing. The sales representative specifically stated the advertised sale for free demolition ended on June 30, 2022. In July we located an ad stating the free demolition was available for the month of July. Again, in the month of August the company advertised the free demolition in August. This is a direct violation of the Consumer Legal Remedies Act (Civil Code 1750-1754). In addition, the ************************ defines "deception" as:

  
  

  " Section 5 of the *** Act declares unfair or deceptive acts or practices unlawful. Section 12 specifically prohibits false ads as one which is "misleading in a material respect."   Practices that have been found misleading or deceptive in specific cases include false oral or written representations and misleading price claims. 

  
  

  We have offered to compensate System Pavers for the initial time they placed into the project, which is approximately $500.00. To reiterate, no physical work was performed at our property and if a resolution cannot be agreed upon then there will be no choice but to file a small claims case. A loss in small claims could result in the suspension of their license by the **************** License Contractors Board.

  Business Response

  Date: 09/29/2022

  To repeat our original response. **************** signed a contract with System Pavers on 7/14/22. System Pavers representative worked with client selecting material. *************** came into the System Pavers the end of July. More follow up calls with clients, bring out samples to their home per their request on 8/4/22.  On 8/9/22 he advises ***************** he wants to cancel. This is well past the 3 Day Right to cancel policy per the *******************. At this point we are within our rights to hold the Deposit. 

  Customer Answer

  Date: 09/30/2022

  BBB:

  It is not within System Pavers rights to deceive their customers. There are numerous complaints on the BBB website that are exactly the same as we have stated in previous correspondence. In those situations, System Pavers has refunded the deposit in all cases over the 3 day right to cancel. In addition, as was reiterated no work was performed at our residence. We have offered to provide $500 to cover any of the minor costs endured in bringing out samples. System Pavers advertises that their drawings and consultations are "Free." Now they are stating we used their time which cost them money. They have also offered to refund half of the cost if we commit to a small $5000 job. We are not interested in doing business with System Pavers as they used deceptive practices to coerce us to sign their contract. For a company that claims they are all about customer service they have failed miserably. Please refund our $9200 for which you performed NO WORK!! It is shameful that in today's economy this company sees fit to punish those they deceived. An additional complaint has been made to the CA ***************** who are also investigating the deceptive practices. This can be easily settled by refunding the initial deposit. Please live up to your standards as you presented them to us by honoring our request as you have in past similar complaints.

• Initial Complaint

  Date:08/26/2022

  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.

  July 2020 I signed a contract for system pavers to do my entire back yard for around 60k. ****** did my design and ******* was our project manager. We did a paved patio, mulch surround, grass and were suppose to have two strips of stepping stones and a hole for my trampoline. My backyard was measured incorrectly and they said I didnt have room for the second strip of stepping stones. So they gave me 3 broken lights to make it right. I gave them measurements for my trampoline its oval shape they dug a circle incorrect measurements. Said since its not on the contract they wont fix it. ***** was not completed and when I had ** who was the new project manager come out to fix the issues of the hole, mulch and add the drains. He said they wont makes fixes until I start paying. Meaning if I want this fixed I have to sign that the project is completed. I did because I thought they were a good company. Then I complain and get ******* we went back and forth until he started ignoring me. Then they gave me to ***** we also went back and forth for months came to an agreement and then now he wont take my calls or texts. I am fed up and want to *** for them digging a hole that wasnt on the contract and costing me **** to fix it on my own. They didnt even finish the mulch. Theres so much more that Im having panic attacks about this at night like why would a company do this to me. Im a good person. And honest person. And this company is not.

  Business Response

  Date: 09/02/2022

  After speaking to the client, we agreed to install two drains as per the contract against the two seating walls.  Additionally,the client stated the mulch installation was not completed and she had to finish it, as a gesture of good faith,  we are refunding 50% of the costs that was spent on the mulch for a total of $1,856. 

• Initial Complaint

  Date:08/03/2022

  Type:Order 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.

  My husband and I signed a contract with System Pavers on Saturday, 7/30/2022 and decided to cancel our agreement on Sunday, 7/31/2022 due to a contract that was not clear & correct and the very high price for services. This falls within the 3 business days to cancel a contract in **********. The contract states that we have until midnight tonight Wednesday, 8/03/2022 to cancel. We were able to send an email with the Notice of Cancellation attached to our sales representative, *********************, which he has confirmed. We did try to FAX and email to the headquarters in ************ but not sure whether anything went through because we have not received a confirmation. I called their phone number in ************ to confirm receipt of cancellation but they only have an answering service and told me that the company would get back to me within 24 hours. We believe we have successfully stopped payment on our $2500 deposit. This is NOT the way to run a business. We went to a Home Show on Friday, and met with ********************* of System Pavers on Saturday, the very next day. They are easy to respond when they want to sell you something, but not when you need to cancel or need any help...... System Pavers will not make contact.

  Business Response

  Date: 08/05/2022

  System Pavers received notice of the cancelation from Mr. and ***************. The team tried to call the client several times to advise them we received the confirmation and will go ahead with the cancel as it was within the three days. Their file was never turned into the office, their check was never turned in, hence never cashed. The client did a stop payment, no payment was taken from them. System Pavers properly handled the Cancellation process.We are unaware as to why it is needed to go to the BBB when all steps were handled appropriately. 

  Customer Answer

  Date: 08/05/2022

  The cancellation agreement listed a FAX number to reply to and we tried several times and never received an acceptance of cancellation.  We also let our salesman know of our cancelation and that we faxed it to the specified phone number but their FAX was offline.  Our sales rep said he does not handle certain aspects of the contract and he would forward it to the right people.  We never heard back from anyone.  We worried that our cancellation would not be honored because of not hearing and not receiving any written confirmation.  I got onto BBB web site and noticed a new number to call.  All the other numbers went to an off site answering service.. I called on the morning of the last day to cancel and talked to *** and told her that we had cancelled and I had alerted the BBB, so I believe that she facilitated 2 calls I received in about an hour after I placed this call.  The $2500 deposit check was deposited into their account and it showed ** in ours as pending.  We put a stop payment order on it otherwise we would now be dealing with how to get our deposit back.  Thank you...it does look like things have been settled.  *********************

  Business Response

  Date: 08/05/2022

  Since you have stated that System Pavers has handled the Cancellation process, please **** your BBB complaint as resolved. Otherwise the BBB complaint will remain open and you will continue to receive emails about your open complaint. We apologize for any inconvenience.

• Initial Complaint

  Date:08/03/2022

  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.

  I had a very expensive walkway installed several years ago by System Pavers. This came with a lifetime warranty. The material used for some of the pavers began to degrade. We have had the System Pavers company come out to inspect, and they agreed that this is a material issue. They indicated that this was indeed covered by the warranty, and they would check with their supplier for replacement options. We were not happy with the lower grade options they provided. After a bit of back in forth, we started the process over in March with a new rep ******* who also came out, inspected, fixed a few loose stones, and indicated that indeed the walkway would need to be replaced. We prefer to have only the degraded stones replaced, however, he indicated that the entire walkway requires replacement. Not our preference (we actually love the way it looks, except for the stones that are dissolving, and would prefer just those stones be replaced). But we agreed. Since then there has been no contact. After numerous attempts at contacting the company to follow up, we have heard nothing since 4/25. Text messages have been ignored. Voice mails have not been returned.

  Business Response

  Date: 08/05/2022

  System Pavers has acknowledged the necessary repairs. We have provided the pavers available for the repair to Mr. and *********************. We are waiting their selection. Once we receive it we will schedule the repairs.