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:04/16/2024

  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 had our driveway and walkway leveled back on June 21 2021. They have a 3 year warranty guarantee and they will not honor their warranty. Our driveway has settle 3/4 to 1 inch. When they did the work they said if it settles any let us know and we will come out and fix it within the 3 year warranty. The 3 year guarantee is on our paper work and on their website. When the guy came out to look at it he said he will not cover it and instead wanted to charge us $575 to fix it. I just want them to honor their warranty.

  Business Response

  Date: 04/17/2024

  The 3- year guarantee "Validate" explanation: *** ***** attached our guarantee in his complaint"

  To protect your leveling project and "Validate" our 3-year guarantee the owner should do the following. 1) All seams and cracks should be caulked. Seams were not caulked as explained to validate our 3- guarantee. 2) Fill dirt should be placed around all exposed areas of sidewalks and drives. Dirt should be within 1" of top of sidewalk and drive. Dirt back fill along drive and sidewalk wasn't done. I gave *** ***** a re-work estimate $575.00 which is below our new min. of $875.00,  to adjust his driveway and sidewalk which is only down 3/4", due to the seams not being caulked and backfill around sidewalk and driveway not being done to" Validate" our 3-year guarantee.  ******* ****

  Customer Answer

  Date: 04/17/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The sealing of cracks and seams was not explained at the time the service was performed. They did not point out the “validate” items nor have me acknowledge receipt of this information. If this was an important necessary step I would think they would want a signature on the guarantee page to confirm acknowledgment. As evidence of this sealing step being so important I was told by Mr Hall that they now offer it as an additional service, which they did not do three years ago.

  An additional detail that seems more relevant after the fact is that when I called the company on April 9 to inform them the driveway had resettled about 3/4” the woman I spoke with said they don’t redo it unless it settles 1” or more (even though no where is that stated on documents or their website). She recommended that I should wait until this fall to have it redone. When I said the guarantee period would be passed at that time she replied “yeah, but we’ll give you a discount for redoing it”. After some back and forth regarding the guarantee she said she would send someone out to look at it.

  When Mr Hall was on site on April 16 and gave me a quote, I stated that there is a 3 year guarantee, to which he replied “we couldn’t find you in our system so it must have been more than three years ago”. After I produced a receipt showing it was within three years then he tried to explain how the last two summers have been really dry and they can’t control that so that doesn’t fall under the guarantee. Then the reason shifted to the cracks and seams excuse. 
  

  From the phone call and in person interaction it is apparent that they never intended to fulfill the guarantee.

  Sincerely,
  
  *** *****

  Business Response

  Date: 04/19/2024

  The warranty is always explained after the job is complete as shown on *** ******* invoice with "check marks and circled areas" of concern. Warrantees: Always have stipulations in them as ours shows. To validate the 3- year warranty the following need addressed... caulking of seams, dirt back fill around lifted areas, and down spouts re -directed if needed to protect your leveling work. This was NOT done after the leveling work was completed for over 2 years and 9 months since the area was exposed to these elements. This is why the warranty is voided. I gave Mr. Fager a reduced price of $575.00 to re-work his job again as our new min. is $875.00. I also explained since the drive was less than an inch in movement and that there was no room for more material. His wife wasn't outside to hear our conversation about our warranty, but as I was leaving she started yelling and threating me and my company with bad reviews. 

  They did call in and we did say we would come by and take a look and verify our warranty. 

  Thanks ******* ****

  Customer Answer

  Date: 04/20/2024

  
  

  Complaint: ********

  
  

  I am rejecting this response because:

  The warranty was NOT explained at the end of the job. The page with “check marks and circled areas” was just one of the sheets that was handed to me, along with a copy of the quote, and is in no way evidence that it was clearly explained. 

  
  

  Contrary to Mr Hill’s statement, dirt back fill WAS put along the driveway, a couple of the cracks were filled by me (including one in the sidewalk that was caused when the work was performed) so they wouldn’t start chipping on the edges, and our downspouts do not need redirecting as they don’t dump onto or around the driveway/sidewalk. Evidence of all this can be seen in the attached photos.

  Mr Hill has now twice stated how he has given me a reduced price from $875 to do the rework. But as you can see from the attached quote that he emailed me, he was reducing the price from $675. More demonstration of deceptive practices from my view.

  
  

  He also states that since the drive has less than 1 inch of movement there is no room for more material. If this is the case then what is the quote for? No where on anything I’ve been given nor on their website site (at the time of this response) is anything stating that settling has to be more than 1 inch before their guarantee can be applied.

  At this point there is no resolution that can be reached as I would not welcome this company onto my property to perform any more work. I just think that their business practices as I’ve experienced them should be known.

  
  

  Sincerely,

  
  

  *** *****