Complaints

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• Initial Complaint

  Date:02/29/2024

  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.

  Install was Sept 2023.They replaced the pool tile, coping and pavers on our patio. Upon completion they brought their recommended sealer to provide a quote to seal the pavers. We decided to use the sealer, and the sealing was great. However, shortly after our pavers starting staining dark brown. Yes, I contacted ****** and his rep, and from looking at the pavers, you can see they were staining from the bottom up, he brought ****'s Pavers into the conversation, as it was not from the sealer. With that, ****'s came out replaced 1 square paver that was sealed and stained, with 2 small pavers (NOT sealed before). Shortly after, they bleached our pavers and offered to replace some of the brown ones. Well they poorly did the bleaching So we were left with pavers that had bleach stains as well as still brown stained pavers to include the two new pavers they changed out. They claim it is the sealers fault, however they have replaced numerous pavers with NEW ones and they are stained. the only solution provided to us was to file a claim with their insurance. The insurance is only General Liability and won't cover their workmanship, which this issue falls under. We reached back out to them to help resolve and they told us we would have to pay more money for materials for them to do it again, even though its an issue with paver base or the pavers themself. We also spoke with TRUE professionals in the commercial business of this hardscape work, and both stated they have experienced this before, and it is a paver base or bad batch of pavers issue. It is visible and clear that that is the issue, however they do not want to spend the time/money honoring their work. They claim they have a 1-year warranty, but they aren't honoring it and fixing this properly.

  

  Business Response

  Date: 03/15/2024

  Claim is not valid. 

  

  Business Response

  Date: 03/16/2024

  9/18/2023 
  Andy Brick Pavers completed Freemans patio paver project. 
  No issue with pavers. 
  
  9/21/2023
  ******* Final walk through paver project with Andy Brick Pavers. 
  After completing the final walk on paver project, the Freemans made final payment certifying that all required work has been inspected and completed accordingly. 
  No issue with pavers. 
  
  9/25/2023
  Customer service satisfaction follow up phone call made to ******** resulting in deposited voice message, and directly followed by text message to ******** repeating customer satisfaction voice message. 
  No issue with pavers.  
  
  10/2/2023 
  Pavers were cleaned & sealed by another company. 
  
  10/11/2023 
  Freemans reported issue with pavers. 
  
  On October 11th, the sealer company returned to investigate why are the pavers starting to stain days after being cleaned & sealed? After the sealer company's investigation, the sealer company concluded the cause of staining is due to contaminated paver base. The sealer company came to this conclusion after calling the sealer manufacture. The sealer manufacture told the sealer company that the sealer is not the cause of the staining, but the paver base is the cause of staining due to contaminated paver base. The sealer company communicated these finding to the Freemans, and the ******* accepts as valid. 
  
  Then, ******** reached out to Andy Brick Pavers and communicated the following:

  
  "From the research my husband and I have done, it seems that the paver base that was used is causing the pavers to stain from the bottom up (attaching pictures). From what I can find, it seems that what is happening is a wrong/bad patch of paver base was used and it is releasing a dye known as tannins, which reacts with the alkaline in concrete. This is causing the pavers to stain and turn brown. It is all over the patio, some areas are worse than others and I have attached pictures for your reference."
  
  In Freemans above communication is a word for word verbiage from (******************************************************************************) in the context of leaves releasing dye on pure concrete.
  
  Note
  1) As a courtesy, post 10/11/2023 Andy Brick Pavers worked with the Freemans on different days swapping out and cleaning dirty pavers. 
  2) Andy Brick Pavers never received any certified professional presenting test sample data findings of the contaminated paver base. 
  3) ******** paver issue is with the company who cleaned the pavers with chemicals, used pressurized water, and then sealed pavers with chemicals resulting in issue with pavers.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21364221
  
  I am rejecting this response because: Andy Brick Pavers replaced numerous pavers after the fact, that were never sealed or any chemicals put on them and the issue persisted in those new pavers. The issue is not from sealing because non-sealed new pavers ****'s replaced have browned.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/22/2024

  Andy position below: 

  The paver project deck is approximately 1170 ft.

  If the initial installed paver base was contaminated, the 1170 ft. area of pavers on the deck should have been affected, and this is clearly not the case. Approximately up to about 75 ft. of pavers seem to be affected after the sealer company completed their four step process. 

  Removing stained pavers and swapping with new pavers without fixing the environment issues may lead to the problem repeating. 

  ****************** was informed of the environmental issues on a few areas on the deck plus an approximate 120 ft. hard roof covered area. The hard roof covered area accounts for the majority of the Freemans paver staining issues. We suggested solution(s) for said issues, and ***************** declined our solutions maintaining the initial installed paver base was contaminated.

  We suspect four main causes of the ********* paver issues. (1) The cleaning process employed by the sealer company. (2) ************* used in the sealer company's proprietary mix. (3) The use of black polymeric sand. And (4) the use of manually pressurized water in the cleaning process, that then collected in the already flood prone area, and directly affected the pavers in question. 
  

  
  

   

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21364221
  
  I am rejecting this response because: They have done nothing on their end to discredit any claims. They have no facts or proof supporting their theory.
  
  They are simply pushing the responsibility to determine the issue to the subcontractor that they recommended and done nothing to disprove the claim of contaminated base. Andys Brick Pavers installed pavers on a small area on the South side of our home near our garage and the issue presented itself there as well. The pavers in this area were never cleaned or sealed. One would think that this clearly indicated an issue with the pavers or base and not an issue with the cleaning or sealing of the pavers.
  
  We also reached out to several other industry professionals with experiences similar to that occurring at our home and they stated that the most likely issue was contaminated base and the only resolution to fixing the issue was to remove and replace the paver base and pavers.
  
  At any point, Andy Brick Pavers could have had the base tested to determine if the base was good or not. The have done nothing to identify the issue occurring at our home and have shifted the burden of determining to us and the subcontractor that cleaned and sealed the pavers. The only resolution that ***** Brick Pavers offered was to remove and replace the pavers once again while charging us to do so. This solution was tried once already and the pavers immediately stained again, without any cleaning or sealing being performed on the replaced pavers.
  
  Sincerely,
  
  ***************************