Complaints

This profile includes complaints for New England Paving, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  New England Paving, LLC

  29 Collins St Seabrook, NH 03874-4604

  
• 

  New England Paving, LLC

  PO Box 1933 Seabrook, NH 03874-1933

  

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:12/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  New England Paving repaved our driveway on November 2, 2022. We have experienced property damage (to our own property and our neighbors) and harassment during the job and in the weeks following. We have mailed two checks to the company (first on 11/18 and the second on 12/6) and provided proof of payment, including check numbers, processing confirmation from our bank, and a bank statement showing the funds deducted from our checking account. The company continues to accuse us of non-payment and is demanding additional payment. Company reps have threatened us with coming to our home to collect payment. We do not want people who have already been aggressive towards us at our home with our young children. We are seeking acknowledgement of our payment and discontinued contact with anyone from New England Paving.

  Business Response

  Date: 12/27/2022

  We had paved this driveway back in October, We had called to collect payment once the work was finished and the owners expressed a complaint about some signs that had been taken down from their front lawn when we were doing the work. We sent one of our reps out to talk with the home owners and collect payment. There was no damage done to any of the property and the home owners had said they were going to send payment out because they did not feel comfortable handing over money or a check to our worker that had went to talk with them about complaint. We had not received anything a month later so we had asked for another check to be made out. We had asked if we could pick it up in person seeing as we didn't get the check they had mailed out the first time and they said they did not feel comfortable handing over a check. So, they mailed out another check which we just recently received on December 17, 2022 which would have been around 2 months after the work was completed. Normally with residential jobs we receive payment directly after job is completed on site day of. We did everything on our part to send out a rep to make sure their complaint was heard and taken care of and to keep in touch with the customer for updates on what was going on with payment. We in no way "harassed" the customer only calls to find out where the payment was and why it was taking 2 months to be received after the fact. Now that we have received payment there is no need for any communication with said customer. 

  Customer Answer

  Date: 01/09/2023

  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  The information provided by the business is untrue and implies late payment on our part. No written estimate was provided after the consultation and there was no follow-up contact. We presumed this company was a no show. They showed up without any notice or appointment in November, nearly 6 weeks after the consultation. The crew left without notice or asking for payment. We did not receive a final invoice until we had reached out with our complaint and the representative came to our home to evaluate the damage, for which he expressed regret.

  While they finally acknowledged our payment on 12/17/22, it was originally provided to the business on 11/11/22, the morning after our invoice was provided by the company representative who came to our home to evaluate the damage and discuss our complaint. Bank records were provided to the company to show payment. We were told that we would be contacted by their lawyer after they lost two checks and we refused to write a third. The morning after this BBB complaint was submitted they 'found' the check that had already been withdrawn from our account. 

  New England Paving was unable to manage their appointment, billing, or payment processing. Rather than simply check their mail, they threatened us with involving their company lawyer for additional payment. Short of an apology, we would at least like this complaint to reflect, and the company to acknowledge, that late receipt of payment was not due to neglect on our part. 

  
  Sincerely,
  
  ******* ******
  
  

  Business Response

  Date: 01/09/2023

  I think we handled everything in the correct manor there was not much we could have done differently. We did not receive payment for months after the job was finished. We sent out a rep to make sure there was no damage to the property which there was not. We then asked for the check until we received it in the mail, 2 checks were supposedly mailed which we did not receive. Once the check was received we let the customer know like we would with any other customer. Payment should have been made day of which we do with every customer we do business with. Unfortunately it did not work out that way with the ******* because they did not want to hand over a written check to our company as they did not feel "comfortable" so, they received an invoice to make payment (Attachment provided). Payment has been made and no further contact with the customer has been acknowledged. 

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  This business continues to respond inaccurately. The owner was present at the time of the work and no one asked for payment or gave us an invoice. As you can see from the invoice provided in the response from NE Paving, the work was done on 11/2 and our request for an invoice was fulfilled a week later on 11/9. We are also including records of both checks we sent, including the first that was processed by our bank on 11/18. When told that a cashed check had not been received by the intended recipient, we cancelled it and reissued a second. It is reasonable to not be comfortable when we were receiving multiple accusatory voicemails, like the transcript provided, and being asked to write additional checks after the ones we sent had been cashed. The fact is, New England Paving acted unprofessionally and is not being truthful in their response.

  We are glad to not have further contact, but insist that the record in this complaint reflect an accurate account for other customers to view and use when deciding to work with this company.

  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 01/19/2023

  We understand the ******* concerns, We have not had further contact with them after receiving a check that we were able to cash so payment for the job has been made. We do apologize for any frustration due to the situation. We did allow for the ******* to take off money due to a cancellation fee for previous checks as the total balance for the work was supposed to be $5000. If there is anything further we can provide to the ******* to resolve the situation please let us know. We are willing to provide a sealcoating service on the company or yard work service. Although there was no damage to the property one of their concerns was political signs that were taken down to provide more room for the trucks and workers we would also replace those if necessary. Don't hesitate to let us know if there was something you had in mind. Thank you.

  Customer Answer

  Date: 01/24/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  New England Paving did my driveway on 11/2 /21. The job did not look completed when they left I let them know prior to the job that I had a problem with clay and needed a boulder removed, they stated that they would dig it out 12 in, but initially dug it out 6 in. After my complaint they did dig it out 12 in and filled the whole with small gravel. During the curing asphalt was loosening from the driveway and dips noted. When walking on the asphalt it felt spongy or walking on bean bags when it was 100° out in the summer. I tried to call New England Paving starting in June. I made two initial calls to his answering service no return calls. Third call I told them I was going to contact the Better Business Bureau if I did not hear back from them, and he finally called me and came out. Sam the owner stated it needed to cure more and to wait 2 months and he'd be back to fix the driveway. I waited the 2 months and called him back in September and he didn't return my second call until I threaten to call the Better Business Bureau. He stated he was going to heat up the driveway and seal it and that's all he was doing. I stated there are also dips in the driveway. He stated on the phone also that I was very impatient and that he was a working man. he said he would call me back that night with a date that he would be over to fix the driveway other than pending rain it couldn't occur in that date. He never called me back the night he stated he would which was actually last Monday. he also said he was going to call me the previous weekend on Saturday with the date and didn't. I feel like he's just trying to stretch this out so the warranty will be no and void and he won't have to do anything. I need help resolving this issue and feel like I'm getting nowhere with the contractor. If he can't resolve this issue, I'd like a refund of my $5,000 I paid to have the driveway done.

  Business Response

  Date: 10/27/2022

  New England Paving had agreed to do the excavation and pave the driveway. Due to clay base we ask the home owners to allow us to dig deeper and install a better base. They decided however not to go ahead and do this, Which caused problems with the job. I had agreed to come and fix what we were able to fix but, the home owners were still not satisfied. 

  Customer Answer

  Date: 10/28/2022

  *****,
  

  I see that my response did not go through therefore I'm sending you an email. New England Paving is not telling the truth. I met with his salesperson originally and explained that we had a clay problem and wanted the job to be done correctly so it would last a long time. The salesperson told me it wouldn't be a problem and they would dig down 12 inches which I agreed. I never refused the 12 inches dig, matter of fact when they arrived, they only wanted to dig 6 inches and I had to remind them that it required 12 inches. After digging they filled the space with 12 inches of small gravel, then laid pavement. After the pavement was completed, the driveway had a rough surface that looked like it was lacking enough tar to hold it together.  I have witnesses that can attest to the job that was done because they were present.

  The driveway looks unfinished. During the summer the driveway was spongey and would roll under my feet. I called New England Paving, after three calls and stating 

  I would call the BBB if he didn't return my call. He did agree to come out and said agreed that it needed to be heated with a torch and then sealed but he wasn't going to address the dips. He told me to wait until September for the driveway to cure more so I agreed, and he also stated to call him in September if he didn't call me. I called and he stated he would call me back on Saturday with a date. The weekend passed without a call. I called on Monday and he said he would call his brother who has a business sealing driveway and call back with a date that evening still no call. Out of total frustration dealing with him I notified the BBB. I was willing to accept his sealing the driveway and torching it, but I also wanted the dips repaired. He was not willing to repair the dips. The driveway is still having loose asphalt. I know if he did what he stated the driveway would not last long....

  
  

  Sincerely

  ***** ** ******

  Customer Answer

  Date: 10/28/2022

  
  
  Complaint: 18018572
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ***** ******