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:11/07/2022

  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.

  We hired Pave the Way for a large asphalt driveway job (over $***), within a year many cracks appeared in the new driveway some over 1/4". They said they would cut us a break on driveway sealing costs, so a year later we paid them another $**** to come out, seal the cracks, and do a top coat seal. The same cracks opened wider in under a year. Called them about a warranty repair on it and they weren't interested, quoted $*** more to fill the SAME cracks. Driveway looked great when they put it in, now its starting to fall apart 2 years later. AVOID this company. May seem like they are a good price, but you'll pay for it double when the work has to be redone in the next couple of years.
  

  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 8, 2022/11/21) */
  We understand and empathize with our customers'frustration and appreicate the feedback as well as the opportunity to be of continued service to them. We originally installed this asphalt driveway in April 2020. We returned in October of 2021 and performed routine maintenance which included minor crack sealing and sealcoating. We extended and discount to this customer for these services in appreciation of their repeat business.
  The nature of asphalt and pavement is that it is in a constant state of flux due to the elements such as water penetration, ground shifting and settling as well as extreme hot and cold. Asphalt by it's nature expands and contracts with the elements and often times cracks may form as a result. We recommend routine annual maintenance to address these issues much like what is used on city streets. Routine crack sealing will minimize the impact of water, which if left uncheckedc can errode the underlying base resulting in potholes and other concerns. Sealcoating acts as a sunsreen for the asphalt aiding in it's retention of the essential asphalt oils that are often "baked out" due to extreme heat and exposure to the sun causting it to become more brittle and prone to cracking. We do offer a 1 year warranty on all driveway installations which is standard in the industry and the warranty had expired before any concerns were noted or obsevered. It was 18 months later that we returned to perform the routine maintenance which is also standard in the industry.
  We value our customers and our A+ rating with the BBB. We've opearated for over 15 years with no negative reviews or complaints so we take that seriously and make every attempt to resolve issues promptly and professionally if and when they occur. We have advised this customer of their options and offered to discount our service again to address their crack sealing needs and protect their pavement as we move into colder months. We regret that they have chosen to file a complaint rather than work things out in a more reasonable and professional manner.