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:03/26/2025

  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.

  On April 26, 2024 We entered into a contract for $42,210.90 This was amended on June 17, 2024 for a total cost of $45,683.04 with ******************************* am writing to formally file a complaint against ***************************** regarding poor customer service, failure to meet commitments, and incomplete or faulty work related to the construction of a pool deck at my property. In May 2024, I requested that the pool deck be constructed with a pitch that would direct water away from the house foundation to prevent water damage and ensure proper drainage. A representative from ***************************** visited my home and initially stated that they would send out an engineer to assess the request. However, after the first weekend in May 2024, I was told that an engineer would not be necessary, and that the installation could be done with a pitch as requested.Once the deck was installed, I discovered that no pitch had been applied. As a result, water now pools against parts of the foundation and accumulates in other areas, creating a risk for water damage. I have contacted ***************************** multiple times, and although they promised a resolution, nothing has been done to correct the issue. On March 11, 2025, a representative from ***************************** visited my property and assured me that I would hear back by the end of the day or the following day. Unfortunately, I have not received any follow-up or communication from them since then. The stone becomes extremely slippery when wet, creating a serious safety hazard.The deck has also settled in several spots, worsening the water pooling issue and further compromising the integrity of the installation.I am now turning to the Better Business Bureau to assist in holding ***************************** accountable and finding a satisfactory resolution. I would appreciate any help you can provide in resolving this matter. Please feel free to contact me at ************ **************** if you need any additional information.Thank you for your attention to this matter.

  

  Business Response

  Date: 03/26/2025

  Hello ***. Thank you for brining this to our attention. We apologize for any inconvenience you may be experiencing with the installation. We will contact you within the next 24 hours to work with you to find a resolution. Thank you.

  

  Business Response

  Date: 03/27/2025

  Good morning,
  We take our reviews very seriously - so let me take a moment to give some context. 

  
  In April of 2024 *** and **** ****** entered into a contract to install a new pool deck. The project was in fact inspected by our in-house engineer ****** ***** - who also oversaw the project to its completion.

  
  The project was completed not only to Deck and Drives high standards - but also to the customer's complete satisfaction. The project was installed to building code and was inspected and approved by the local municipality.

  
  In March of 2025 *** ****** submitted a warranty claim to review the pitch of the pool deck after she noticed water puddling. Since we offer a lifetime warranty - noted as the best in the industry - we take these claims very seriously. 

  
  Our Head Superintendent with over 20 years experience servicing our thousands of satisfied customers - reviewed the project with the customer and explained that there was in fact - nothing wrong with the pitch. Additionally noted - there were  no signs of pavers sinking. 

  
  We are happy to honor our warranty, except in instances when there are homeowners who have unrealistic expectations or imagine issues that are a byproduct of the conditions on site. 

  
  Simply said - we cannot solve a problem that does not exist!
  Sincerely
  Deck & Drive

  

  Business Response

  Date: 03/27/2025

  Good morning,
  We take our reviews very seriously - so let me take a moment to give some context. 

  
  In April of 2024 *** and **** ****** entered into a contract to install a new pool deck. The project was in fact inspected by our in-house engineer ****** ***** - who also oversaw the project to its completion.

  
  The project was completed not only to Deck and Drives high standards - but also to the customer's complete satisfaction. The project was installed to building code and was inspected and approved by the local municipality.

  
  In March of 2025 *** ****** submitted a warranty claim to review the pitch of the pool deck after she noticed water puddling. Since we offer a lifetime warranty - noted as the best in the industry - we take these claims very seriously. 

  
  Our Head Superintendent with over 20 years experience servicing our thousands of satisfied customers - reviewed the project with the customer and explained that there was in fact - nothing wrong with the pitch. Additionally noted - there were  no signs of pavers sinking. 

  
  We are happy to honor our warranty, except in instances when there are homeowners who have unrealistic expectations or imagine issues that are a byproduct of the conditions on site. 

  
  Simply said - we cannot solve a problem that does not exist!
  Sincerely
  Deck & Drive

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23102312
  
  I am rejecting this response because:  
  Complaint: 23102312
  
  I am rejecting this response because:
  Of the discrepancy in the information provided and the acknowledgement I received during your visit.
  On March 18th, 2025, ***** ******, a co-founder of Deck & Drive, visited my home to inspect the deck. During this visit, ***** directly acknowledged the problems with the deck, specifically the pooling of water at the foundation and other areas. I demonstrated these issues, and ***** assured me that there would follow up by the end of the following day with a resolution.
  However, I was surprised to receive your recent response denying that there is any issue. This response contradicts the findings and acknowledgment made during Osmans visit. I have documented evidence, including both photos and videos, which clearly demonstrate the water pooling and other problems at the foundation, confirming the concerns raised during the inspection.
  Given this, I believe there is a misunderstanding, and I respectfully request that we move forward with addressing the issue as previously discussed, in line with the initial acknowledgment made by *****. I would appreciate it if we could proceed with a resolution plan based on the findings from the inspection.
  
  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 03/27/2025

  Good afternoon,

  We will arrange a site inspection with ***** and ***** - next week - 

  This way - we can all get on the same page

  Thank you

• Initial Complaint

  Date:01/18/2025

  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.

  On July *********************************************************** that it would be 2700 to start the project so I filed finance company and got approved so the financing company took care of that than a few months went by they called me and told me that there ready to start the project but they need another 1300 to start even though that wasnt the agreement so I told them to forget it and they did not do any work on my driveway than in January they filed a Fraud lien on my house when they didnt do the work at my house

  

  Business Response

  Date: 01/19/2025

  Hello ******. We have received your complaint. We are gathering information regarding your account details and will contact you on Monday in attempt to resolve any issues. Thank you ******.

  

  Business Response

  Date: 01/19/2025

  We would love to help Mr. **** by completing his project. Except however Mr. **** has chosen NOT TO COMMUNICATE with us in spite of our many attempts at contacting him.
  
  Here are the facts  
  Mr. **** entered into a contract on 7/24/24 for $13,736.48 and chose to finance the project.
  As explained to Mr. ****, on all finance projects Deck & Drive immediately draws 20% of the financed amount or $2747.30. 
  This money goes towards a myriad of expenses incurred by Deck & Drive
  
  We called Mr. **** to schedule his project and sent him an invoice so that he could pay for the permit fee. We tried calling texting and even emailing Mr. **** ALL ATTEMPTS led to NO RESPONSE by Mr. ****
  
  Whats worse is that Mr. **** chose to withdraw the approved financing which means that the finance company withdrew the $2747.30 advanced to Deck & Drive.
  
  Deck & Drive asked its attorney to place a lien on Mr. ****s home in an effort to recover its costs. 
  
  Finally we would love nothing more than to complete Mr. ****s project but Mr. **** will have contact Deck & Drive so we can figure out a path forward.
  
  Sincerely,
  
  ***** Papas 
  Director of Production

  Deck & Drive

  

  Business Response

  Date: 01/21/2025

  
  

  We would love to help Mr. **** by completing his project. Except however Mr. **** has chosen NOT TO COMMUNICATE with us in spite of our many attempts at contacting him.
  
  Here are the facts  
  Mr. **** entered into a contract on 7/24/24 for $13,736.48 and chose to finance the project.
  As explained to Mr. ****, on all finance projects Deck & Drive immediately draws 20% of the financed amount or $2747.30. 
  This money goes towards a myriad of expenses incurred by Deck & Drive
  
  We called Mr. **** to schedule his project and sent him an invoice so that he could pay for the permit fee. We tried calling texting and even emailing Mr. **** ALL ATTEMPTS led to NO RESPONSE by Mr. ****
  
  Whats worse is that Mr. **** chose to withdraw the approved financing which means that the finance company withdrew the $2747.30 advanced to Deck & Drive.
  
  Deck & Drive asked its attorney to place a lien on Mr. ****s home in an effort to recover its costs. 
  
  Finally we would love nothing more than to complete Mr. ****s project but Mr. **** will have contact Deck & Drive so we can figure out a path forward.
  
  Sincerely,
  
  ***** Papas 
  Director of Production

  Deck & Drive

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22828234
  
  I am rejecting this response because: I talk to one person and I told them to cancel the project because I told them I dont want it from that company anymore because I never received the email from them or a phone call from them they put a Lein on my house saying they did the project which they didnt and after I talk to one person than a couple days later a lady called about doing the project after I told them I dont want it done by deck and drive Im going to have it done by another company because they put a lien on my house for nothing 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/06/2024

  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.

  I approved the installation of pavers on driveway and sidewalk as well as extension of driveway and ramp for wheelchair accessibility on March 18th, 2024.The price of the project was $16.500.The project was finished in the first week of June.Since this time, I was unsuccessfully trying to communicate with the company in order to make corrections. They made one visit but did not follow up . My phone calls and texting was unsuccessful as well. Problems:1. To replace pavers with chip.2. To refinish edging since in same parts is very rough and not only does not look good but also does not allow for proper edging of the lawn.3.The pavers color-shade of gray on the part of driveway where they were installed on the cement are different from part where they were installed directly on the soil. The reason for this is two thickness of the pavers , unfortunately with different grays. The effect is that part of driveway looks like ********** of today I have a few moving pavers as well.The company was easy to work with until my last payment. I feel guilty to pay them the last installment. The working crew was very sloppy, I had to pick up debris even from my neighbors yard. In addition, it was almost impossible to communicate with them since I do not speak Spanish.Thank you.

  

  Business Response

  Date: 10/07/2024

  Hello ****. We apologize for any inconvenience you have experienced and we will be reaching out to you within 24 hours to discuss any issues you are having with our work. We thank you for letting us know about these issues and for giving us the opportunity to make it right! We appreciate you ****.

  Customer Answer

  Date: 10/15/2024

  Good afternoon,

  Thank you for your response. I received email from Deck and Drive on ********** asking me about my availability for meeting or working on my driveway, I am not sure. I responded to the email the same day but so far I do not have any follow ups. 
  I am planning to make a phone call tomorrow.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22386941
  
  

  Good afternoon,

  Thank you for your response. I received email from Deck and Drive on ********** asking me about my availability for meeting or working on my driveway, I am not sure. I responded to the email the same day but so far I do not have any follow ups. 
  I am planning to make a phone call tomorrow.

  
  Sincerely,
  
  ****** Lack -*******

  

  Business Response

  Date: 10/16/2024

  Hello ******. We have received your message and will be reaching out to you by phone within 24 hours to schedule service. We apologize for the delay in contacting you or scheduling service. We appreciate your patience as we resume our schedule after ******** down from Hurricane ******. Please feel free to call us directly at ************.  

• Initial Complaint

  Date:08/08/2024

  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.

  Last June of 23 I signed a contract to have my driveway expanded with pavers. The work was to start in August of 23. Finally in October of 23 (4 months after I signed the contract) they told me they could not get a permit for what I wanted and I would have to accept what they could get or they were keeping my deposit. The idea behind pavers was to expand the driveway. If it cant b expanded I would just have it resurfaced with blacktop and be done. I have tried for over a year to work this out with them and they simply refuse to bend in any way to resolve this so I want my money back. This is clearly a breach of contract on their part as it states they will pull a permit for what I signed for and the have not done so. I want my money back as I do not trust a company that does business this way. Our company is registered with the BBB and no way in the world would we ever try to pull a stunt like this

  

  Business Response

  Date: 08/23/2024

  We are anxious to complete this project and have made a number of attempts at resolving the issue with the homeowner - we remain hopeful to arrive at a solution with Ms ************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22112296
  
  I am rejecting this response because:  As you can see from the attached They threatened to sue me for my complaint to the BBB.  Because of that I contacted the *********************** and the ** sent all my paperwork to Senior vs Crime who are now handling this for me.  We own a construction company and we have on 2 occasions not been able to pull permits for something.  We, on both occasions OFFERED what could be done and the price or gave the deposit back which ever the homeowner chose.  That is the proper and professional thing to do, in my opinion.  Also they did NOT TRY to work out anything with me UNTIL I HIRED AN ATTORNEY.  Then they still would not refund the money and are now saying they have cost associated with this.  The only cost they have are a few hours applying for a permit and still have not returned one *****.  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/09/2024

  Deck and Drive (Contractor) has been working with **** ****** (Owner) attorney,******** N. *****, **** to resolve the decreased scope of the project as the City of ************* would not allow what Owner originally requested due to set back requirements. On June 26, 2024, the attached Addendum reducing the scope of work and the price for same based upon less material and labor, which was approved by Owner, was provided to Mr. ***** for execution (the June ******* Addendum). On July 3, 2024, Contractor discovered that the June 26, 2024 Addendum omitted the permit fee of $2,131.68, and sent a corrected Addendum to Mr. ***** (the July 3, 2024 Addendum).           
  
  On July 15 and 24, 2024, and August 7, 2024, Contractor sent follow up emails regarding the execution of the July 3, 2024 Addendum. As of the date of this correspondence, Mr. ***** has not provided the executed copy of the July ****** Addendum, or advise that Owner is not agreeable to same.
  
  Contractor remains ready, willing, and able to perform the work as set forth in the Agreement dated June 29, 2023, as amended by the July 3, 2024 Addendum.However, Owner needs to execute the July 3, 2024 Addendum. With regard to a refund, Contractor did not breach the Agreement dated June 29, 2023, and incurred hard costs in order to perform under same. Moreover, in the event that Owner does not want to move forward with the Agreement dated June 29, 2023, as amended by the July 3, 2024 Addendum, such is a breach of the Agreement dated June 29, 2023, and Contractor is entitled to recover its hard costs plus lost profit on this project.
  
  If you have any questions or comments, please feel free to contact me. 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22112296
  
  I am rejecting this response because:  I did NOT EVER agree to pay ******** +/- at any time.  I have been trying to get this resolved instead of suing.  As I stated before I told them I did not want was being allowed and I wanted my money back.  They immediately stated they  had a great deal of expenses involved and when I questioned what they were I was told they would get back to me.  The only expenses they have are a few hours trying to get a permit.  I tried to work it out with them and finally hired an attorney.  I have not agreed to anything and I have not signed any thing other than the original paperwork.  It is my opinion that any REPUTABLE company would have said "this is what we can do and this is what it will cost OR we can refund your money minus the 2-3 hours we spent trying to get a permit.  Instead I was told this is what we can do and if you don't want it we are keeping your money because we had expenses.  If they had sincerely tried to work it out I would not have a bad attitude towards them but at this point I simply do not trust them.  Also to be sure it is clear, they were not willing to work out anything with me until I hired an attorney.  It is also my opinion that if they could not pull a permit for what I signed for then they are in breach of contract.  Again at no time did I agree to anything other than the original paperwork.  All the rest was trying to come to a resolution.  And then finally being told they were going to sue me because I complained to the BBB.  What kind of company does that???  I will not settle for anything but a refund minus those 2-3 hours they spent.  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 09/24/2024

  The business has not made a good faith effort to settle this and is NOT entitled to anything except a few hours trying to get a permit.  THEY ARE IN BREACH OF CONTRACT ******* THEY DID NOT PULL A PERMIT FOR THE SIGNED WORK.  THIS IS NOT SETTLED.

• Initial Complaint

  Date:06/24/2024

  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.

  I was using them to make a patio in my yard. I was waiting for my association . To approve this project. Unfortunately after a few weeks of waiting they did not approve. Deck and drive refused to reimburse me my deposit of $1,000 then I get a bill from a loan company saying I owe $1800 that deck and drive was laid for. They are thieves and owe me $2,800

  

  Business Response

  Date: 07/09/2024

  ***************************** money was in fact returned - and her account that was financing the loan has been closed. Sorry if the process took longer than expected.

  Sincerely,

  Deck & Drive

   

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  Yes after me putting in a complaint to the BBB they decided to pay me back. Thank you
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/07/2024

  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.

  I paid Deck and Drive $5800 on August 8, 2023 to build a driveway at my house in ***********. I chose Deck and Drive specifically because they claimed to have lots of experience working with city code departments and they could make sure my driveway would be compliant.Deck and Drive never managed to get a permit. They repeatedly lied to me about what they had submitted to the city, and how the city had responded. I twice had to call *********** to find out the status of their permit application and found out both times that Deck and Drive had misrepresented things - the first time (in December 2023) the city of ***** had given clear guidance of what they needed (drainage plans, an updated survey, modifications to the plan for connection to the road) and Deck and Drive told me that the city had just denied the permit and we should move forward without it. I worked with a new manager at Deck and Drive to update the plans to meet the city's requirements. The second time (March 2024), Deck and Drive told me they had resubmitted the permit and that was flatly untrue, ***** had not received anything new from them since October 2023. After I called the city in March, Deck and Drive finally started trying to figure out what the city was looking for and told me that they would get an engineer to make the drainage plans (for which I agreed to pay an additional $1500, at completion of the job). They promised this would be done in a week but it is not done six weeks later. As far as I know, deck and drive hasn't ordered materials for this job and never received plans from the engineer - I think I should be entitled to a full refund of my $5800. I wish I could ask Deck and Drive to finish the job because I still need it done, but unfortunately my trust in them is completely gone.

  

  Business Response

  Date: 05/08/2024

  Thank you for taking the time to speak with our General Manager regarding your project and for giving us the opportunity to resolve any issues you may have experienced. It is our goal to provide 100% customer satisfaction and we appreciate you helping us improve! Thank you for being an awesome Deck and Drive customer.

• Initial Complaint

  Date:05/07/2024

  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 recently hired ***************************** to do some work to my existing patio and driveway and the to clean, sand and seal the entire area. The initial work was completed and the cleaning was scheduled with some confusion but completed. The cleaning did not come to my satisfaction and I spoke to *********************** to stop the sand and seal scheduled for the following day as it did not make sense to seal over dirt and stains. We agreed that the seal and sand would be canceled. In the meantime I contacted *********************** (salesman) for an update and surprisingly to advise him of two of my neighbors that wanted cleaning as well. He never called back. ******, the project manager has agreed to refund the amount for sand and seal and said that someone would be contacting me for the change order to address the refund. No one has contacted me and now ****** is ignoring my texts and calls just like Will. Two weeks later I then contacted the owner *********************** who also never returned my call. If you hire this company please make sure the contact states evening you agreed to word for word. Leave no room for questions. This company also does not like to refund and demand all monies up front before the job is started and scheduled. Not a good policy. Unfortunately not a good experience with *****************************

  

  Business Response

  Date: 05/08/2024

  Hello ******. We want to acknowledge that we have received your complaint and have tried to reach out to you using the phone number you provided however we have not been able to reach you. It is our goal to provide you with great customer service and work with you to resolve any issues you are having with your project. Please call us directly at ************ so we may assist you. Thank you.

• Initial Complaint

  Date:04/18/2024

  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.

  I contracted Deck and Drive to installing a circular driveway on 1/11/24. After several months the permit was finally approved on 4/9/24. They started on 4/11 and the job was estimated to be 3-5 days. On 4/13, I contacted the project manager ******* with concerns that the deck was not flushed with the side walk or street. The hump was high and posed a tripping risk and flood hazard. The 1st inspection with the city was scheduled on Apr 15, the city showed up and made several observations on the project. The city disapproved the inspection for the following reasons: Work concealed the paver laid prior to the Sub base inspection. No curb work has been performed to comply with City Details No footer installed at road edge is to high due to the installation of the paver over concrete. Manufacturers installation detail must be provided as the paver are not concrete bricks only 1.5" in thickness which is not per plan I want to express my complete frustration with Deck and Drive. This is a company that specializes in driveways how did make such careless mistakes with my install. How did the company not know that you cannot have a high raised driveway and that the crib needed to be completed prior to inspection. How did you also just start an overlay knowing the city has to inspect the slabs that the natural rock is being being applied. Not to mention I am paying for high grade natural rock travertine pavers not concert pavers, did you all submit the wrong installation plan for them to be concerned about the thickness as I know that travertine pavers only come in 1.5 thickness.On 4/15 ******* comes by to review the inspection report and take videos/pictures. He stated he apologize as the installers should have never left the high raised driveway and that he will ensure my driveway is flushed. He also stated the project is being place on hold. I inquired what that meant he stated they will correct the issues, I wanted to understand the timeline as at this point I had an incomplete driveway. My pavers also are at risk for getting cracks and chips because they are just laid down and are not steady. He reassure me that this project will be completed in about a week and that he will be in touch. On 4/16 no one showed up, I called *******, I expressed my complete frustration with the permit status as well as inquired who covers the re inspection as that should be covered by Deck and Drive. I also and texted ******* the same message. They both apologize and admitted it was a lack of communication on their behalf but they were committed to getting the project completed asap. I was advised they will show up on 4/17-4/18 to correct the issues and reinspection will be scheduled for 4/19 at the latest.On 4/17 no one showed up. Around 10 am I text ******* for a status, he states the installers were finishing up another job and will arrive soon. The installer arrived cut the curb, added more lime rock to the new area, and picked up the travertine pavers on the end slopes. 4/18, today no one has showed up and I heard nothing from ******* or ****** regarding my install. The reinspection hasn't being scheduled or paid for.At this point this company has a big lack of communication. This is a big job and the amount of frustration this has on me and my family is unacceptable. They still needed to pull up the concrete on the end slopes and removed the pavers over the existing driveway to shave down the concrete for a more flushed no hump look. I'm wondering if the reviews are totally flawed and paid for as I was not expecting this type of service from such a high ranking company. I understand mistakes happen but the constant lack of communication is bad, I should not have to keep reaching out on a status. We are going on a week and the job is no where near done and I have no idea when this project will be completed, meanwhile I have no driveway, my grass and trees are dying due to the construction. I'm stuck.

  

  Business Response

  Date: 04/19/2024

  Hello ********. Thank you for posting your feedback. We apologize for the experience you had as this is not typical. Thank you for taking the time with us to discuss the issues you were having. Our is on team is working with urgency to fix any issues. We thank you for your patience as we work to resolve. 

  Customer Answer

  Date: 04/30/2024

  I wanted to provide an update that although the staff at Deck and Drive is nice. I have had now 3 inspections that have failed and my confidence in them completing the project is out the window. Even after a failed inspection it takes them 1-2 days to show up when in reality I should be prioritized and a team should come out the same day to fix the issues. Still waiting with limited resolution. 

   

  

  Business Response

  Date: 05/13/2024

  Hello ********. We apologize for any inconvenience with completing your project and appreciate your patience as we work to resolve any inspection issues. We can see in our call logs that communication with you has been consistent and regular and we will continue to communicate with you regarding our progress as we work towards completing your job asap. ********, our customers mean everything to us, I can assure you that completing your project is a priority for us. Thank you for your feedback and giving us the opportunity to make you a happy and satisfied customer!  

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21593665
  
  

  My Driveway was completed by Deck and Drive in May. My driveway edging has cracking on the newly added section, causing my entire driveway to be unstable and shifting. I reached out to the company on July 10, since then I followed up 2x and have not received a response. I am so unhappy with this company. The amount if agony for this expensive job. I know for a fact this driveway will not last and It will result in me redoing it with a better company. There are so many issues. Everyone is nice but workmanship and follow up is very poor.

  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/26/2024

  We are in communication with this customer and are working with her to resolve any issues with the project,

  

  Business Response

  Date: 07/26/2024

  Hello ********. Thank you for your feedback. We apologize for any inconvenience as we continue to work with you to fix any issues with your installation. We stand by our work and will continue to work with you to fix any issues. One of our staff members will be reaching out to assist you or please don't hesitate to call us directly at  ************. Thank you ********.

  Customer Answer

  Date: 08/07/2024

  /****************** to my home of July 27, He reviewed the damaged area and stated they will get if fixed. It is not Aug 7 and no one has came out to fix this nor have I been able to contact the company. I have left 2 messages. This company only responds to these types of complaints but then still fails to truly provide the service to customer. My deck is damaged. 

  

  Business Response

  Date: 08/28/2024

  The customer's project has been resolved and she is happy.

  

  Business Response

  Date: 08/28/2024

  We have resolved these issues with the project and the homeowner has confirmed the project is completed, if there are any other issues with the project we will handle accordingly.

• Initial Complaint

  Date:07/18/2023

  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.

  *************************** (my girlfriend) and I paid a deposit of $1650.00 (50%) for a Patio extension to Deck and Drive. After submittal of plans to the **** the *** rejected plans and then supplied the *** requirements. After providing Deck and Drive with the *** requirements via E-mail a week went by and no response from Deck and Drive was received with updated plans and updated quote. I then sent them a follow up e-mail requesting a full refund of our initial deposit of $1650.00. I promptly received a phone call from Deck and Drive to discus the situation. I told them that ******** and I have no confidence that Deck and Drive can get this job done properly and in a timely manner. I was told that their contract does not allow for refunds. ***** continued to pressure me into continuing with this project. I continued to let ***** know that we had no confidence in Deck and Drive and would like a refund of Deposit money. No work at our home has been started or supplies have been purchased. So far the only thing ******* and I have received are drawings of Proposed patio extension, which was not approved.

  

  Business Response

  Date: 07/19/2023

  Deck & Drive takes these matters very seriously - which is why we immediately contacted the homeowner. After some discussion - we agreed to the following.

  New Scope for a smaller patio extension resulted in a new price of $2,394.00

  If the homeowner chooses to add a footer to the scope for a ************** Enclosure" - that price with the patio extension would be $3,317.00

  The homeowner will let us know how to proceed - after they completed their due-diligence around the Screen Enclosure

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

  President - Deck & Drive 

• Initial Complaint

  Date:02/09/2023

  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.

  I retained Deck&Drive to do a paving job at the entranceway of my property. they submitted an estimate that was lower than the other companies which was the reason for my choice. I signed a contract and paid half the total cost of the estimates in the $1,010.16, which was picked up by ******* on August 18,2022. On Wed. Oct. 19,2022 workers from D&D finally arrived on my property to perform the job. After 15 minutes I received a call from ******* of D&D telling me that they will charge me an additional $900.00 due to the state of the concrete, I refused then they lowered the amount to $600.00 and I still refused, then the workers left, leaving the front of my house in a deplorable state after breaking part of the concrete, and bricks stored on my lawn, what represented an hazard for anybody entering or leaving my house. On Monday Oct. 24, 2022 ****** (project manager without and introduction card) came to my house. while we were talking, he then took measurements of the entryway. It was at that point l realized the company did not take proper measurement of the work to be done and submitted an estimate only according to the picture that was sent to them. The following day, I received an additional estimate for the part that was not covered by their estimate in the amount of $1,178.00. I then wrote to the owner of the company, Mr. ************************ vowing my outrage and the sloppy work of the company. He never answered my mail. I then asked the company to reimburse me the deposit, since I lost all respect and confidence in them.*************************

  

  Business Response

  Date: 02/13/2023

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

  
  We Deck & Drive work hard at exceeding our customers expectations unfortunately and rarely - there are occasions where customers try to take advantage - this is one of those occasions.

  ******************** gave us dimensions and told us that 120 sq ft was all that was necessary to do the work at her home - We signed a contract - with our remote bid specialist - using the sq footage ****** provided.  

  When we went to do the work - the actual sq footage was 255 sq ft. - Almost double. Additionally - ****** knew better because she received other pricing from competitors - for a much higher price. 

  We presented ****** with three options. 1st option-  to cancel job and ****** would forfeit her deposit. 2nd - to let us do job the work that was  outlined in original scope. 3rd. to sign change order for $1500 and do what she was expecting

  
  Weve tried to resolve the dispute but not at the expense of us being unfairly taken advantage of. We continue to hope that the homeowner will have a change of heart and realize that their position is unfair.

  Sincerely,

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

  President

  Deck & Drive