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:03/07/2023

  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.

  Cost was $1,200. Previous sealing lasted almost three years. This sealing barely lasted three months. We had it done in September 2022, and the weeds and algae were appearing by December 2022. Company refused to come back and correct poorly sealed areas. They said they cannot guarantee weeds or black algae wont grow, and they told us how to fix it ourselves.

  Business Response

  Date: 03/07/2023

  To the BBB, this individual is not our customer. We did, however, work with a *****************************. We completed the work exactly as contracted and never misleadingly promised no algae/mildew/weeds/etcetera ever as we can't warranty against mother nature, we also never promise how long the sealer will last, how much gloss/sheen will result, etc.. All this is listed clearly on the warranty section of our website, and some of it is in the agreement also. I bet if they dripped waters on the pavers it would bead up, meaning it's still properly sealed. Email snapshot attached shows our team responding within 30 minutes to the complaint, and offering to come out to remedy the issue. We received no response and have called, left voicemail(s), and emailed since then with no response. We would be happy to work this out without the BBB. However, it seems a both a bad review and a complaint were filed here before giving us the chance to resolve the issue reasonably. I don't think that is fair or allowed by the BBB. Our reputation is being harmed unfairly. We try to make all of our customers happy and are always upfront about what we are doing and what the expectations are. I would happily send our technicians out, preferably if this individual agrees to redact their bad reviews/complaints as these stay up on this site for three years, even if it says resolved it still hurts us.

  Here's a snippet from the warranty section on our website under the review/testimonial page: " We also cannot guarantee insect intrusion, grass, weeds, and mildew will not return in any amount of time on any application, although we take many steps to ****** the growth of mildew and weeds, there is no way to warrant the surface of insect, grass, weeds, contaminants or mildew. Also, some pavers are much more porous than others. Even inconsistency on the same surface can occur in/on from one paver to another which can impede the level of depth sheen or shine a surface can have. We do not in any way guarantee your pavers will hold a high shine or any shine at all, as it is paver by paver dependent. We do offer an additional high gloss sealer that is an additional coat over your sealed surface which has been known to increase the shine drastically in 98% of our applications, although we cannot guarantee it will in every instance, this service will include an additional cost to the customer. In addition, no claim is implied on how long the sealer will last (condition, quality, and how well the pavers were/are maintained can affect durability)."

  Please advise. Thank you

   

  Customer Answer

  Date: 03/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  What they have stated in their reply is a fabrication. After I called and texted, I waited three weeks to get a response from them. At that point, I had filed this complaint. They knew exactly who I was, and they attempted to avoid working with me. They emailed my husband, and they told him they dont guarantee against weeds or algae, even though he found a print ad saying 3 YEAR WARRANTY. Trying to get this company to make the situation right was ridiculously difficult. I had to post a negative review online and submit my complaint with the BBB before they took action to correct the job. They also told me they fired the technician who did the job, which I think was a guilt tactic as he was the man they sent to do the repairs.

  They made the correction, and I accept that. Everything else they have said is false. Apparently this company has zero ethics. I will never work with them again.
  Sincerely,
  
  *********************

  Business Response

  Date: 03/14/2023

  To the BBB, as stated before, this is not our customer. We have no contract with an *********************. They have both left a bad review and also filed a complaint, which I believe is a violation of BBB policy. However, even so, we did everything we could to make them happy regardless of the circumstances, and were told they would amend/retract their review after we gave in to their demands. We went above and beyond, made personnel changes and generously spent ~$450 in materials and labor to try to appease their complaint of a few algae spots on an otherwise great looking paver pool deck. ******* has a subtropical climate. Algae, weeds, etc. are everywhere and can always find a way, especially if the pavers are very porous, surrounded by lush vegetation and water, etcetera. Therefore, our local small business never has and never will promise absolutely no future algae or weed growth as we cannot warranty against mother nature. This is all listed clearly on our website and in the proposals we send out as we believe that honesty is the best policy. We've done everything we can within reason to appease this person. From where we stand they are not seeking any reasonable resolution that we can discern at this time. In general we do our best to be upfront with all our customers, and if there is an issue we will always do our best to resolve it quickly. We are usually praised for our quick communication, customer service, and high level of craftsmanship. That being said, we understand it is impossible for us to make everyone happy. If they want to discuss further they can call us anytime. Thank you