Complaints

This profile includes complaints for Driveway911.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Driveway911.com

  Loami, IL 62661-3298

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  Driveway911.com

  800 S Morrison Ave Ste C Collinsville, IL 62234-2131

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:07/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  July 2023 I had Driveway 911 come and resurface an asphalt driveway in my back yard and fix a section where water pooled at my back door. I had it done and at the next rain, there was still a pool of water there at the back door. I asked him to come out and take a look at it and talk about what could be done. I didn’t hear back so I text and called a couple of times. One day while I was gone he just showed up and put a cold patch there to build up the area. I never asked for that and would have rejected that if we had talked about it. It was a horrible big ugly mound. I told him I wasn’t pleased and it still pooled there. This year in June I got him scheduled to come back and put the sealer on and look at the patch and he agreed it was a bad job and said he could make that better. He came out late around 5:00 PM on a Friday and sealed the driveway. He added more patch to the area by the back door to try and smooth it out. I had to pay extra for that patch to fix the previous patch. When I went out the next day, I saw this tar all over the side of my new garage siding. He said it was from the rain that happened that night as the sealer hadn’t dried yet. The rain was forecasted so shouldn’t have been a surprise. He tried a power washer but said it wasn’t strong enough and the more powerful one would damage the vinyl siding so he said there was nothing he could do. I had to hire a guy for $550 to paint my new siding. As for the patch, he said the best thing to do would be to cut out that section and re-do with new asphalt. When I text him to schedule it, he said it would cost me $1300. I never told him to put this ugly cold patch on my driveway and he said I did. I asked him to come and look at the area with me to come up with a solution. He just showed up when I was not home and put this cold patch down without my approval. So there's tar all over my garage, boot prints in the sealer, a crack in the new asphalt laid last year and water still pooling.

  Business Response

  Date: 07/26/2024

  Customer requested asphalt to go over their existing walkway meeting their existing driveway. She said the former asphalt contractor put in her driveway to high and was blocking the water in at her walkway. We explained we would do our best to remedy this for could not guarantee the 2” asphalt overlay would rectify this as the elevation of her walkway was to low in comparison to her driveway.
  After installing her overlay it rectified most of the puddle but a very shallow one remained. She wanted to rectify this and we explained the best possible solution was to try to patch the area even higher but still could not guarantee success. As before with the 2” overlay she did not want to pay more to rectify it correctly because the cost was substantially more. She asked us to patch it and we did.
  after she complained that a patch stands out in her new asphalt and is not pretty, we agree and pointed this out at the onset. 
  She wanted to pay to make the patch bigger to encompass the full width of the walkway hoping it would make it look better. We performed this service. She is still not happy with the look of the patch. She asked us to patch it, she paid for us to patch it, she is not happy the an asphalt patch does not blend in with the rest of the asphalt. 
  She continually tried to do this as cheaply as possible instead of choosing the more expensive better options we also offered and explained to her. 
  

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because:
  
  As far as a guarantee on correcting the pooling problem when they laid the original asphalt, that was never the issue. I know there was no guarantees. The problem as I stated before is that I wanted  to come out and discuss a solution and text and called a few times with no response. He knows he just showed up one day and laid that patch and he never discussed that with me. If he would have suggested that I would have rejected it. I did NOT give him permission to do that. The second patch I did pay for because it was too late and he said he could make that look better which only made it worse. And he never even addressed in his feedback the situation with my garage and the tar all over it where I had to pay to have it re-painted. As far as the patch I did want the better solution of just cutting it out and replacing that with new asphalt but he was going to charge me for that as well. He should have done that for free since I never agreed to the first patch he put down without my consent. Shame on him for being dishonest! He has extremely poor customer service that will definitely catch up to him one day. 

  I tried to attach pictures but they won't send. 

   

  
  

  Customer Answer

  Date: 09/13/2024

  The driveway they originally installed last year before sealing it this year is now cracking all the way down. The overall quality of their work is horrible.