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Business Profile

Asphalt

The Aurora Group, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for The Aurora Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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The Aurora Group, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:08/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I paid them $16,050 to replace concrete apron and asphalt driveway the asphalt is totally messed up all over pitting and gouging rough spots all over. We didnt park on the driveway for three months because we were scared because at first I feel like I was taking advantage of I paid in full and the drive is not good at all I have pics of Everything and a video of them saying that the stuff they were using was real rocky. How can i upload the pics and videos its says i there all to large

      Business Response

      Date: 08/23/2024

      On April 29th, ******* contacted Aurora with concerns about the project. Aurora sent out a project manager on May 6th to evaluate said concerns. The project manager met with ******* and went over each of his concerns. When the project manager began to talk through the concerns with *******, he became very abrasive. The concerns that were pointed out on the asphalt would be considered industry standards. Due to the layout of *************************, some of the work needed to be done by hand. Working the asphalt mix by hand does not alter the strength or integrity of the driveway. The entire driveway is compacted with the same strength. One rock was the size of a quarter and was compressed into the surface, which was not native to the asphalt mix. Aurora dispatched our asphalt ******* to make the necessary repairs when this was discovered. 

      ******* was highly aggressive during this visit and continued raising his voice at the project manager visiting the site on May 6th. As the project manager exited the site, the customer shouted that he would be reversing his credit card so Aurora would not be paid for the project. The customer did, in fact, reverse the charge on the credit card, and after Aurora sent in information regarding the project, the reverse was overturned, and the money has since been sent to Aurora. 

      ******* contacted our office within the last couple of weeks requesting contact from Aurora. Aurora returned the call and left a message to contact us. We have yet to hear back from *******. Aurora will not be offering to re-do this project or return any money because this project was completed to the standard that we were contracted for. 


    • Initial Complaint

      Date:05/31/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      Hello,

      Sorry, I think that was my misunderstanding (and also maybe a glitch). I thought it was asking for 3 potential outcomes. Ideally we would like the issue to be repaired. If they aren't willing to come out and do that, we would like a refund so that we can pay to repair the damage ourselves (or pay someone else to). If they're unwilling to do either of those, we at least wanted this information on file with the BBB so that you are away for their poor customer service and questionable business practices.

      Thank you!

      ******

      lls, voicemails, and emails (to the general sales team, our sales representative, customer service, and the operations director). Despite being well within the 3-year warranty and our issues arising as a result of their poor workmanship (by their own admission), they have continued to ghost us.

      Business Response

      Date: 06/13/2023

      Aurora Asphalt and Concrete is aware of the damage that has occurred to Mrs. ********* concrete apron. As ********************* stated, Aurora will be making necessary repairs to the project. We will be in further communication with the customer regarding the repair. It is important to note that the damage is not a result of our workmanship, the damage is a result of the freeze-thaw cycle moving the concrete slab up and down. The damage does not fall under Auroras warranty, but we are willing to provide a solution for our customers when we are able to.

      Customer Answer

      Date: 06/30/2023

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    The Aurora Group, Inc. is BBB Accredited.

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