Complaints

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

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  American Asphalt Sealcoating

  Newbury, OH 44065-9676

• 

  American Asphalt Sealcoating

  PO Box 600 Chesterland, OH 44026-0600

• 

  American Asphalt Sealcoating

  11272 Kinsman Rd Newbury, OH 44065-9676

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:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1) Price of work different than price discussed and price given by owner.
  2) Refusal to discuss or provide final bill
  3) Claims that there is additional cost for using credit card for final bill. Company charged card without option for other payment or providing final bill. It was my understanding the credit card was only for down payment so work could be done.
  4) Service that they were to provide is not complete

• Initial Complaint

  Date:07/25/2023

  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.

  I called to schedule seal coating our drive on 7/11. I agreed to pay 50% of 2400.00 which I thought was amount for the service. I had advised when I called I wasn’t able to find the quote provided to me. They did not review pricing with me upon learning this. When I asked for a receipt, I was told I would see the charge on my credit card bill.
  
  On 7/11 I was left a message from Sasha that pressure washing to prepare for the seal coating would happen on 7/12. I was here all day and didn't see anyone or anyone come to the door to advise the washing was being completed. It looks like partial work was done, but not the entire drive. I have pictures showing incomplete work.
  
  On 7/13 I got a notification from our bank the amount of 2153.00 was charged. I called American Asphalt to question the charge and was told this was 50% of the total quote which is over 4k. I advised I would never have agreed to that price and asked her to cancel the service. She said the service was scheduled and would have to talk to her manager and call me back. I had received no notification of the scheduled service to seal the drive. I received no call back.
  
  On 7/13 after the call I contacted American Asphalt via email message through their website asking for a copy of the original quote and asked for a call back and to cancel the service. I received nothing.
  
  On 7/14 I called American Asphalt twice and left messages to cancel the service and call me back to discuss reversing the charge on my card. I received no call back.
  
  On 7/18 I called again and spoke to the receptionist who advised she had given all my messages to the owner. I said I signed no contract. She said I gave a verbal when I gave them my card to pay but she said she is aware that I have 3 days to void a contract and will work on getting this resolved. I got no call back.
  
  On 7/25 I called and left a message.
  
  I cancelled within 2 days of payment and in Oh my understanding is I have 72 hours to cancel.

  Customer Answer

  Date: 07/28/2023

  Hello in my complaint i advised I sent an email to the company. I received a call from them after hearing from you saying they got no email and asking for my email address.  To clarify I went to their website but there was no email address but there was a “contact us” section.  I sent a message there asking for the copy of the estimate and also advising them to cancel the service and received no response.  Thank you. 

  Business Response

  Date: 08/09/2023

  In response to this complaint, I did not receive an email through our website from you in regard to wanting a receipt for the deposit. I apologize for that, I would have emailed you the receipt. The owner spoke to you on 07/05/23 and you verbally accepted the Service Proposal, at that time you were not able to provide a credit card. We received your credit card information on 07/11/23, the credit card was not processed until 07/13/23. The power wash was supposed to be done on 07/12/23, it was not done until 07/13/23 due to weather.

  I have attached the carbon copy of your Service Proposal, front and back, receipt, and invoice. You verbally accepted the Service Proposal on 7/5/23 via phone. You are in possession of the original Service Proposal that outlines, the pricing, terms and conditions of cancelation. 

  Thank you,

  Sasha

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  The letter from the business states I spoke with the owner on 7/5.  I spoke with him in 7/11 and have the voicemail from him on that date prompting me to call him back. Based on the call on 7/11 and my card being charged the next day of 7/12 i would be within 72 hours to cancel the contract. If I need to request phone records to show the calls please let me know. I did not speak to the business on 7/5. 
  

  I did not speak to the owner to pay or schedule service on 7/5 as stated by the business. I called out on 7/11 after receiving a voicemail which I still have saved to call to schedule service. I can get that to you if there is a way to send a recorded message. I called on 7/11 for seven minutes to give my card information and get on the schedule. I then called again to ask for a receipt which I did not get. I then called again on 7/13 to cancel service and ask for a refund. I did not speak to the owner on 7/5 and arrange service as indicated.

  I added the voicemail transcription from the owner on 7/11 asking me to call back for service. It is not quite perfect, but you will see he was clearly reaching out to me to call back to schedule. I at no point spoke to him on 7/5 to accept the contract verbally. If there is a way to get the actual message to you please let me know. The owner is giving false information.

  I was actually able to get the audio from the voicemail left by the business owner on 7/11 proving he was returning my message inquiring about the service proving that at this point there was no conversation had about scheduling the service yet.

  
  

  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 08/10/2023

  The owner uses his personal cell phone number when you are provided the estimate, and when returning your calls. He is not in office, therefore provides his cell phone number not the business number. You stated that the owner's voicemail on 07/11 was returning your voicemail. Your voicemail to his personal cell phone stated that you would like to schedule the work, prior to 07/11. We require a 50% deposit that is why you then called the office to provide your credit card information on 07/11. Regardless, you needed to provide in writing cancellation of services. The contract states that there is a 25% of total job cancellation fee. In addition to the power wash service fee that you already received. 

  Sasha

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I don’t accept what the business has to say but clearly I’m not going to get anywhere. However, stating I needed to submit in writing to cancel….when I called and spoke to Sasha that would have been a great time to mention that. You can close this but I am not happy with the resolution.  This is simply poor business practices. There is such a thing as working with someone. Yes I may have misunderstood the pricing but when I called stating I couldn’t afford it and asked to cancel in plenty of time as we’d had a death in the family and needed to shift where our funds were going they could have had some compassion and worked with me.  I was willing to pay for the pressure wash and said so when I called.  I work for a business and I make exceptions for people all the time when they find themselves in a situation.  This simply makes me sad.

  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/05/2022

  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.

  In August I contacted American Asphalt. They came and gave me an estimate.
  It included a THOROUGH CLEANING, A COLD PATCH, CRACK FILLING AND EXTRA THICK SEAL COAT WITH ADDED SAND, at first I accepted to do the patch and seal, then I called and said to go ahead and do the crack filling.
  The job was rescheduled multiple times once because they didn’t notify me they were going to come, then the truck broke down, twice they weren’t going to have time, and again because they had to reschedule. to the point that Kelli, apologized and said “I am sorry when they told me they were canceling your job again, I said It can’t be, I don’t know how Im going to tell her! I know we have cancelled multiple times, but they will go Monday first time in the a.m.”.
  4 times I spoke to Kelli, I mentioned that they had written NO CF in my driveway and wanted to make sure they did the crack fill. She said she wrote very clear instructions on the paper and the crew was going to do it, not to worry.
  On Aug 27 they charged my Discover $521.
  They finally came Monday morning Oct 3 they came early. The first crew used brooms fast, and not a thorough cleaning , but they told me another crew would come, Then later in the day another truck came, they put a cold patch and i asked if he would need the garage opened so he could compact it, he said no, so they didn’t compact it any. Then they spouted a liquid paint and spread it.
  NO crack filling & left. I called the office and said they did not do any crack filling and was told maybe the crack weren’t wide enough, I insisted they quoted me for crack filling and I said the driveway had many cracks, (of different widths) which should have been filled. Kelli said she was going to ask the crew guy and call me right back. Tuesday I called again and Kelli said she had not seen him (Todd) yet. She was going to call him and he would call me back. No call. Was charged for whole job. Called again was told she had not seen him “we just talked yesterda

  Business Response

  Date: 10/17/2022

  We did speak with Ms. ****** regarding her driveway and the miscommunication of the crack fill not being done on 10/4/22 and informed her we would be back out to fix that. We went back to her property on 10/6/22 and not only did we complete the crack fill, but we also fixed the cold patch and applied a second coat of the seal free of charge at a value of $791.  Regarding the pictures sent in of the work, we informed Ms. ****** in the initial estimate that her driveway was in need of patch repairs, and she chose not to do them. Without those repairs her driveway will not look the best it possibly can. 

• Initial Complaint

  Date:09/13/2022

  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.

  I was given a quote for sealcoating and crack sealing. The work was done on 8/25/22. I called Todd on 8/26/22 to let him know I wasnt satisfied with work. The seal wasn't thick enough to justify their assertion that they put down 2 coats and many of my 3/8" cracks were not crack sealed. Todd said he would check with his teams and come take a look. I called Todd again on 8/29/22 to see if he had come by, he hadn't. He said he didn't know when he would be back in the area. I told him I work from home and when he was in the area to let me know so we can discuss it together. On 8/30/22 he gave a quote to my neighbors 2 doors down from my house. I called the office on 9/6/22 and they said I could only speak to Todd, but they would give him the message, and he would call me back to discuss it. On 9/8/22 I started noticing a handful grass sprouts growing in my driveway where they had not been prior to the work done. Today is 9/13/22 and Todd has not reached out to schedule a time with me, as was done for the quote, to go over my issue. When I was given the quote it accompanied a packet with 2 pages of email excerpts from satisfied customers, and 10 pages of referrals with addresses in my area. Which at the time seemed impressive. My issue is, the job was not done to my satisfaction, there was no quality control done after the job was complete, and there hasn't been any customer service performed to resolve my issues. I can not see the driveway lasting the through 1 year guarantee based on the workmanship performed.

  Business Response

  Date: 09/19/2022

  We have been in contact with the customer to schedule a day to take a look at his driveway regarding his concerns.