Complaints

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:11/08/2024

  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 8/27, the Driveway Guys were paving our neighbors yard and we discussed getting a quote from them on things we wanted done to our driveway. They gave us a quote to pave our driveway. We discussed the plan, as well as how the water should be pitched off the driveway. They got to work since they were already next door. On 8/28, a whole different crew arrived on site, including the owner. They had a transit on the job and that made us feel better that the work would be carried out correctly. At some point in the day, they decided to change where the water would go off our driveway, without discussing it with us, and that location was the back corner of our house. Fast forward to the next day when a 10 minute sprinkle resulted in an inch and a half deep puddle in the middle of our driveway, with nowhere to go because a portion of our driveway was pitched incorrectly. We contacted them on 8/31 to discuss the issue and solutions. They came out and said their solution was to dig a 150 foot trench across our backyard to get the water away from the back of our house. They said they would split the cost (4k) of that with us. Our immediate reaction was that was a very complicated plan, and simpler to dig up a small section of the paving and regrade it to pitch away from our house - a 30 x 60 foot section. They did not like that plan and said they would send "professionals" out to prove to us that the driveway was pitched correctly. They never sent the professionals. We contacted them on 8/31, 9/6, 9/9, 9/10, 9/11, 9/13 and 9/26. They stopped responding to us on 9/26. We contacted two other paving professionals, who stated that the work done by the Driveway Guys was backwards from how it should have been. Water typically pitches away from a house, not towards it. We got several quotes from other companies to fix the problem area, and settled on one - the cheapest- $7500. That work was performed on 11/6 and the water is now pitching correctly.

  

  Business Response

  Date: 02/26/2025

  Good afternoon,

   

     I am writing in response to a complaint we received regarding an asphalt driveway we installed for a customer in August of 2024. First, and foremost, The Driveway Guys strive for 100% satisfaction with the work we perform. 

   

     In the case of the ***** ******* home, the customer expressed discontentment with the service and we offered many solutions to their concerns shortly after paving. There was an initial meeting, where the customer spoke with one of our crewman regarding needs and specifications for the proposed service and after coming to an agreement prep work commenced in expectation of paving the following day. 

   

    On August 28th, 2024 our paving crew returned to complete the service. On August 31st we received notice that the customer was not satisfied with the finished driveway and our owner went directly to speak with them. The customer felt the driveway was pitched incorrectly, stating there was puddling after recent precipitation. Our owner offered a solution, a trench to move all of the standing water off the drive and away from the house, into the back yard. He offered to half the cost of the labor and material with the customer, who adamantly opposed. 

   

     After much discussion of various options, the home owner stated they wanted a section of the driveway to be repaved, and we agreed to do so. The customer asked for a refund, we declined. They continued to reach out and push for a refund. The Driveway Guys stand by, and have warranty on our work, and it appears this matter was unresolvable to the customers satisfaction.

   

     At this time, we decline to refund the cost of the driveway. It is unfortunate that the customer went to another paving company to repair what we offered to, a competitor of ours as well. If there is another resolution worth discussing we are very open to doing so. For over 15 years we have been committed to our customers satisfaction, and this is no exception.

   

   

   

  Thank you, 

  Danielle A******
  Executive Administrator 

  The Driveway Guys LLC.
  ************************** ***** ************ 

• Initial Complaint

  Date:04/12/2024

  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.

  03/22/24 Date the job was performed. Remove old gravel driveway and replace it with black top. 03/23/24 The rain damaged a portion of the driveway and washed it away. 03/23/24 Date I contact The Driveway Guys office ******* ** with voice mail. 03/25/24 The Driveway Guys office return my phone call. I uploaded pictures of rain damage. 03/26/24 Date of return phone contact from owner of company promising to repair the rain damage in a few days. 04/09/24 Date leaving voice mail to The Driveway Guys office waiting on promise repair. 04/11/24 Second time leaving voice mail to The Driveway Guys office waiting on promise repair. Last contact with The Driveway Guys was 3/25/24. They were paid in full on 3/21/24. The Driveway Guys flyer said "All Work Guaranteed"

• Initial Complaint

  Date:10/04/2022

  Type:Order 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.

  The company installed a driveway for me on my property. The company made an error during the installation that is causing damage to other parts of my property. Specifically, The edge of the driveway that meets the road is lower than the road and thus water runoff is entering my front yard and washing out large amounts of soil. In the permit that I signed and was submitted to the town zoning department for this project, it was guaranteed that the edge of the driveway would be a minimum of 1 in higher than the road surface. The company has ignored my calls and emails for the past 2 weeks, after making two promises to repair the issue over the prior two weeks, and not following through. I am now unable to reach the company. I would like for the company to come back and finish properly installing the driveway to spec.

  Customer Answer

  Date: 10/07/2022

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

  I'd like to request the closure of case 18164110, which I had opened two days ago. The company reached out to me and followed through with resolving the issue. The mistakes that were made during installation of the driveway have been repaired. No additional payment was requested by the company.

  Thank you.

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