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:11/18/2023

  Type:Product 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.

  Poor quality of work, leading to product failure, unwillingness to honor warranty, repair, communicate and resolve,

  Business Response

  Date: 11/19/2023

  Customer was provided exactly the services they paid for.  We provided asphalt repairs, cracksealing, and Type 1 Slurry Seal resurfacer on the customers driveway.  ***** notified me the same day the job was completed that he was not happy so I drove back and walked the site with him.  Some of the things he pointed out were a result of the product he chose, a few things were fixable.  I sent the crew back the next week and we re-sealed the main entrance to his driveway for no charge.  He still was not happy, so I refunded him $1,500 of the contract price, the cost of the slurry seal, so that he could go out and choose another company to put a standard seal coat on his driveway.  ***** cashed the check.  He later reached out to us and asked for details on the warranty for the slurry seal material because he still wasn't happy.  I informed him that he didn't get a warranty because we refunded him the money.  He then stated that one of the asphalt patches we did was sinking, but this indicates a subgrade issue and we performed no subway grade work on his driveway and in fact that work is expressly excluded on his estimate.  I did inform him that we would be willing to come in a level the spot at no additional cost to him and re-seal that spot with the slurry seal, but that after that we were done working with him because ultimately he just isn't happy with what we did.  We have communicated with ***** the entire process, refunded him the full cost of the slurry seal, re-sealed the whole driveway entrance for free, and offered to address the sinking spot (without looking at it first and just taking his word for it) and re slurry seal the patch when it's done.  To say that we did not finish the job or provide communication or any resolve to this is absolutely false, and we can provide emails, a cashed check, and specific dates to the BBB if they should desire it.  

  Customer Answer

  Date: 11/19/2023

  ?*****, 
  
  
  You did not pay to have the front redone, we did that at our expense. We did not skimp on quality nor did we skimp on prepping your job correctly. Your entire driveway needed to be replaced and you did not want to spend that kind of money, therefore comparing what we did to a show quality paint job on a car is not even in the ballpark. You didnt even pay the $6,700 on your estimate, you were given $1500 back. You want to pay $5,500 and get the result of a brand new driveway and thats not what these products are designed for or advertised for. 
  
  
  Heres the bottom line. I responded to all your complaints promptly and offered alternatives as well as gave you money back. I have emailed you back every time youve emailed me the same day. Your warranty on the slurry seal is void, because you did not pay for it, we gave you the money back. Your warranty on the asphalt was up October 11th of 2023, but I was going to honor it anyway and provide a solution.  It is listed in two different locations on your estimate that you are solely responsible for the sub grade condition on your property prior to us starting work.  However, you chose to file a complaint last night with the Better Business Bureau instead of accepting that so now we are offering nothing. This is not how business is done. You do not get to cash our check back, say that we are not communicating when that is a lie, trash our workmanship as poor quality and claim we didnt finish the job when we have gone above and beyond, file a complaint against our company with the Better Business Bureau, and then have the audacity to email me and ask that I still come and perform work in the spring. As far as Pave Northwest is concerned this business relationship is now terminated. Do not contact us any further. If you have further complaints you can take them up with the ************ channels. 
  
  
  
  *****************;
  Pave Northwest, ****
  92678 **********
  *********** 97454
  Cell: ************
  
  On Nov 19, 2023, at 10:25?AM, ***** 4x4toy <***********************> wrote:
  
  
  ? Clearly we dont see eye to eye. I feel differently than that, I like the end of the driveway that I paid to have redone, not sure why it didnt cure properly **** because it rained the next day, it is now finally starting to set up better. What I do not like is how quality is what is advertised, when it was obviously rushed in 3hrs and poorly prepped. How would you feel if you paid me $7000 to do a quality show paint job on your car, and I had my 10 year old do the bodywork with the windows down, then painted it outside in the yard, didnt clean it out, and in the first year it all cracked and peeled?
  Please just schedule a date  in the spring so that spot can continue to settle and do both then. 
  Thanks **********;
  
  
  
  On Nov 18, 2023, at 8:34 PM, Pave Northwest <******************************> wrote:
  
  
  ? *****, 
  
  
  Look ultimately I think the issue here is that you dont like what we did, and thats your right as the customer to feel that way. The language in your estimate is pretty clear, the $3,200 is for cracksealing and slurry seal. Ultimately I dont think I can make you guys happy, thats why I re did the front of your driveway for free as well as refunded you the cost of the slurry seal so that you could have the option to choose a different product with another company. We live in the same town, so I feel obligated to try to make it right in your eyes however I can. Theres no sub grade removal in your estimate, its just pluck and replace.  Im willing to fix the asphalt sink spot with the infrared machine for no cost (which can happen in the winter time). I can slurry seal the patch in the spring and make it look like a square patch. After those are completed, thats is the end of any obligations we have left on the driveway. My suggestion would be to take the $1500 we gave back and have a company come out in the summer and put a standard seal coat on the driveway to make it look like a brand new paint job again. 
  
  
  
  *****************;
  Pave Northwest, ****
  92678 **********
  *********** 97454
  Cell: ************
  
  On Nov 18, 2023, at 8:07?PM, ***** 4x4toy <***********************> wrote:
  
  
  ? The slurry seal was actually $3200, minus the partial $1500 and I agree that most of people that looked at it didnt know what it was, however I still could not get it repaired and still had to pay for more then half of it. 
  The main reason the asphalt repairs were done was for that sink hole, I was told it was dug out, checked and made stable. I have an angry girlfriend that does not like stepping in that puddle, so i would very much appreciate the low spot to be repaired and resealed. I am aware the weather is not on ours side right now and am ok with waiting, just want to know it is something that is going to happen. 
  Thanks **********;
  
  Sent from my iPhone
  
  On Nov 18, 2023, at 6:56 PM, Pave Northwest <******************************> wrote:
  
  
  ? *****, 
  
  
  ******* responded the same day. Theres no warranty from an outside manufacturer on the slurry seal, that material is manufactured by us. We are the only resident slurry seal contractor in the ***************, so anyone else looking at it would not know what they are looking at. You do not get a warranty on it from us, as we refunded you the cost of that process in full since you were not happy with it from day 1 ($1,500) and the check was cashed. If you look at the exclusions in the asphalt warranty, it excludes over-excavation or unsuitable sub grade which that spot falls under. However, we do have a process of re heating the asphalt, leveling it, and rolling it back down that would fix it. Its an infrared patch truck, a very specialized piece of equipment. It will look like a patch, but I can send the guys over to do that if you would like at no additional cost to you. 
  
  
  Thanks, 
  
  
  
  *****************
  Pave Northwest, ****
  92678 **********
  ****************** 97454
  Cell: ************
  
  On Nov 18, 2023, at 6:17?PM, ***** 4x4toy <***********************> wrote:
  
  
  ?Dear *******
  I have been waiting a response to resolution and also needed to state that the asphalt patch done ware the previous sink hole was has begun to lower and puddle again. 
  Thanks ***********************
  
  
  
  
  From: ***/*********************/Bond <******************************>
  Sent: Tuesday, August 8, 2023 6:28 PM
  To: ***** 4x4toy <***********************>
  Subject: Re: Invoice **** from Pave Northwest, ****
  
  ***** those are tire burn marks.   You made it clear when we finished you did not like the product.   We were accommodating and came back to redo roadway even though it was fine.   You made it clear whatever repairs we did, you still wouldn't be happy.   So we refunded you $1500 to have it seal coated.  If I remember correctly?
  
  
  -************************;
  
  
  Sent from my iPhone
  
  
  On Aug 8, 2023, at 5:53 PM, ***** 4x4toy <***********************> wrote:
  
  
  
  
  hello i would like a copy of a more detailed warranty for the slurry seal you did at my property last October and what can be done, I have had other people look at it and every one says it was done poorly, that it did not cure properly and that it will never cure, as the picture showes it is still peeling up every ware. 
  thanks
  ***********************
  <image0.jpeg>
  
  
  From: Pave Northwest, **** <**********************************>
  Sent: Tuesday, October 11, 2022 2:49 PM
  To: ***********************<***********************>
  Subject: Invoice **** from Pave Northwest, ****
  
  INVOICE **** DETAILS
  
  Pave Northwest, ****
  
  DUE 11/10/2022
  $6,700.00
  Print or save
  Powered by QuickBooks
  *****:
  
  Attached is your invoice for the work. Thank you for having us do your project. Let me know if you have any questions or need anything else.
  
  Thanks,
  
  ***
  **** to ***********************
  *************************************************
  ***********, ** 97478
  
  Terms Net 30
  2022 Driveway Repair and Slurry Seal
  Crackseal $3,200.00
  Fill all cracks in paved surface larger than 1/8". Seal with hot/latex rubberized cracksealer meeting ODOT state spec. Resurface driveway with Type 1 slurry seal.
  1 X $3,200.00
  Asphalt $3,500.00
  Saw cut and remove approximately eight (8) locations identified in field visit (10x3, 8x3, 6x10, 3x2, 2x6, 12x8, 23x5) and haul off debris. Place new level 2 commercial grade hot asphalt to current driveway depth, compact.
  1 X $3,500.00
  Asphalt warranty $0.00
  All materials and workmanship are warrantied for a period of one (1) year after date of completion. Owner assumes all responsibility for current sub grade conditions of property and agrees it is stable enough for use of equipment needed for contractor (and any sub contractors related to this contract) to perform their work. This proposal can be withdrawn if not accepted within 30 days of receipt.
  1 X $0.00
  Paving Exclusions $0.00
  Price includes one (1) Mobilization
  This Proposal is valid for 30 Days.
  Excluded are: Performance Bonds, Permits, Unsuitable Subgrade and/or Over-Excavation, Removal or Abandonment of Existing *****, Septic Tanks,
  Hazardous Waste Testing, Removal or Disposal.
  Engineering, Testing, Surveying and Permits.
  Layout & Striping
  Pave Northwest, ****, will not be responsible for poor drainage due to design and/or slopes at less than 1-1/2%.
  This proposal is subject to asphalt oil escalation.
  1 X $0.00
  Slurry seal warranty/guarantee $0.00
  All materials and workmanship on Type I, Type II, or Type III Slurry Seal installations are warrantied for a period of one (1) year after date of completion. Owner assumes all responsibility for current sub grade conditions of property and agrees it is stable enough for use of equipment needed for contractor (and any sub contractors related to this contract) to perform their work. This proposal can be withdrawn if not accepted within 30 days of receipt.
  1 X $0.00
  Balance due $6,700.00
  Print or save
  Pave Northwest, ****
  ***************************************************************************
  *************
  www.pavenorthwest.com
  If you receive an email that seems fraudulent, please check with the business owner before paying.
  
  
  ******* **** All rights reserved.
  Privacy | Security | Terms of Service
  
  **** storys do not all match up clearly there is a quality issue if he says he the front for free by refunding that portion. I still paid $1700 for something. As I have stated previously in an email the back half is pealing and cracking and not all the cracks were sealed. This has been dragging out for a long time and now that I involve the BBB for help to mediate *** is retaliating.

  thanks **********************;

  
  

  Customer Answer

  Date: 11/26/2023

  The seal coat was not mixed properly and is coming off in multiple spots

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20890761
  
  I am rejecting this response because:
  I had asked for a detailed warranty and never received it. There is no clear answer  on what I paid for  and what was refunded as multiple work not done correctly.  The job was clearly rushes. The contract states all 1/8 cracks would be crack seals and there were an extensive amount of them, less then half were actually fixed and immediately started to fail. The asphalt patches were not sealed around or given time to cool before scraping with broom truck and sealcoating over. There was extensive asphalt debris around the driveway in the bushes and gravel left behind. Debris was left on the driveway and seal coated over. Under trained installers used over loaded sweepers to un evenly spread out the seal coat.  Also Causing The seal coat to not get mixed properly leaving sand piles and non catalyzed spots that are peeling off. The patch that is sinking now was a known problem that *** Inspected and repaired with additional gravel and okayed to be solid, so him stating the contract says the grade is a faulty, is contradiction to his own repair. *** did also agreed to repair that failure but then recanted in retaliation do to finding out about my request for help from the BBB, and asked to not  be contacted anymore. I had never asked for money back just for a proper job to be done.  *** seems to think $1500 will fix all the damage he has done to my driveway as have someone else paint over all the problems will not change them. **** un willing ness comprise now leads me to request the remainder of the seal coat money I paid and 1/4 of the asphalt repair money.
  Sincerely,
  
  ***********************