Complaints

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• Initial Complaint

  Date:05/20/2025

  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.

  Our parking lot was resurfaced with AAA Top Quality Asphalt over a year ago. Nevertheless, our attempts to contact the contractor about puddles that form during rainfall have been unsuccessful. This has led to damage in the four bays and misunderstandings with our tenants during heavy rainfall. Recently, we experienced almost three days of continuous rain, resulting in complaints from our tenants about water entering the building from the parking lot. I had a conversation with *** *****, who examined the site and offered recommendations. I told him that my husband would be back in town the following week, and I sent him several videos of the issue over the next couple of days, but regrettably, he did not return my calls.

  Business Response

  Date: 05/28/2025

  AAA Top Quality Asphalt
  P.O. Box 1564
  **********************
  Phone: **************
  Date: May 27, 2025
  Better Business Bureau Serving ***************
  *******************
  ******************
  Re: Response to Customer Complaint ****** ********** /Drainage Concerns Following Paving Project
  To Whom It May Concern,
  We are writing in response to a complaint submitted by Ms.****** ********** regarding drainage issues following a paving project completed at her property. We appreciate the opportunity to provide a factual timeline and clarification, along with supporting documentation regarding this matter.
  
  Project Timeline
  Bid Date: April 18, 2023
  Completion and Billing Date: September 8, 2023
  Complaint Submission: May 19, 2025
  No communication was received regarding drainage issues from the date of completion until the complaintover 20 months later. During this time, three named hurricanes have impacted *******, potentially influencing current site conditions.
  
  Pre-Existing Site Conditions
  Before beginning work, our Sales Representative and General Superintendent conducted a detailed walkthrough with *** **********.During this visit, we documented several critical site characteristics:
  The existing surface consisted of asphalt ********, which are not a pervious material and do not allow for significant water infiltration.
  The parking lot was lower in elevation than both the adjacent crowned city streets and the buildings concrete floor.
  Sandbags were already in place at bay doors to prevent water intrusionclearly indicating drainage problems prior to our involvement.
  We communicated to *** **********both verbally and in writingthat while our paving work would improve surface drainage, we could not guarantee complete water redirection due to these longstanding elevation issues. Photos taken at project completion, which are included with this response, confirm these existing conditions.
  
  Post-Completion Efforts
  Though our contractual obligations were fulfilled, we continued to assist in good faith:
  One visit with our crew, where we performed asphalt remediation work to promote better drainage.
  A second visit by our Sales Representative, most recently within the last week, to re-evaluate the site and discuss further options.
  We also proposed the installation of an asphalt hump to help divert water. This practical solution was declined by the customer.
  Additionally, we have communicated with both *** and Mrs.********** that we are willing to make another site visit during an upcoming rain event, so we can directly observe how water is moving on the property and further assess any viable improvements.
  
  Communication
  While we value open communication, we have experienced an unusual volume of contact, including 11 phone calls in one day and a direct message to one of our staff at 10:30 p.m. While we remain committed to providing excellent service, communication of this frequency and timing has made constructive resolution more difficult.
  
  Warranty Policy and **************************** provides a one-year warranty covering workmanship and materials. The project was completed on September 8, 2023,and that warranty expired in September 2024. The current drainage concerns stem from pre-existing elevation and site conditions, not from any defect in our work.
  The complaint also states that the project is a year old,when in reality it was completed over 20 months ago.
  
  Conclusion
  We take pride in the quality of our work and our commitment to professional, transparent service. In this case, we have responded beyond what is requiredmaking multiple visits, performing remedial work, and proposing further action. Despite the project being well outside the warranty period, we have continued to offer support and are now scheduling a site visit during the next rain event to further evaluate the situation.
  We respectfully submit this response, along with supporting photographs, as a complete and accurate account of our work and efforts to address the customer's concerns.
  Sincerely,
  
  AAA Top Quality Asphalt
  Phone: **************