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:05/12/2023

  Type:Product 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 installed over $300k in techo-bloc travertina raw pavers. When we called the customer support team to ask if its acceptable to power wash this outdoor product as it needs to be maintained and cleaned with a Powerwasher with an attachment for pavers they stated that would be fine. I asked repeatedly if this would damage the pavers and the customer service agent stated no we have clients power wash all the times. Once the pavers dried which takes hours to fully dry we were completely shocked to see the top coat of the pavers were completely damaged. We contacted Techo-bloc immediately and **** the sales representative came out and provided zero resolution. He stated although the customer service representative from tech-bloc stated it would be fine to clean the pavers in this manner after asking repeatedly it still voided the manufacturers warranty. This company has given zero resolution on how to help this situation and we are now stuck with pavers that we paid a premium for that look absolutely horrible! These are outdoor pavers that they state can be power washed but now are telling me it has now voided the warranty and are providing us absolutely no resolution or help with. Im completely appalled by the company and their lack of response or resolution. How can a representative tell a customer that it would be fine to do something and then when the product is damaged claim the warranty is void!

  Business Response

  Date: 06/16/2023

  *******************,
  
  As discussed in March, we understand your frustration and are truly sorry you feel we have given zero resolution regarding your claim.Client Support is our priority at Techo-Bloc and our team goes over and above to ensure customers are well educated and have the right resources to maintain their investment.  In our Care Guide, it clearly states that improper use of a power washer can void your warranty, it also gives instructions on how to properly use one. Here is the link: ************************************************************************. Unfortunately, what you are experiencing is not a manufacture defect, it simply means the use of a pressure washer altered the surface of the product.  With that said, is unfair to blame Techo-Bloc and/or its employees for what occurred and cannot be held responsible. We are available for any other questions you may have and hope you can see that we certainly understand and are sympathetic to the situation you are in.
  

• Initial Complaint

  Date:07/11/2022

  Type:Product 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 techobloc pavers (****) installed in our backyard in April this year (2022). The pavers arrived and were installed with some sort of grease/oil stains impacting over 75% of the pavers. The company told us to clean the pavers. The installer cleaned the pavers and nothing has changed. The company is ignoring my messages after their initial suggestion to clean. They are taking no responsibility in selling a defective product. We want a refund.

  Business Response

  Date: 07/18/2022

  Hello ********************,

  We truly apologize for the way you feel. Although we can understand your frustration, we are a little confused as we are always responsive and there to help our customers. You have reached out to us last week via our general email, and our ******** page, of which our social media manager connected you with our Client Support Team who immediately reached out to you to try and help you. 

  Our sales representative, sales director and our client support coordinator have all been in contact with you. Therefore, please allow us to help you by following our process that was created to ensure client satisfaction every step of the way. 

  We can assure you, you are heard and your situation will be reviewed with a proper solution. 

  In the meantime, please review our warranty as well as our care guide : 

  Warranty:https://www.techo-bloc.com/support/customer-support/warranty/

  Care Guide: https://www.techo-bloc.com/support/customer-support/care-and-maintenance/

  Should you require any assistance or have any questions, please reach out to us directly at [email protected]. 

  Thank you,

  The Client Relations & Support Manager 

• Initial Complaint

  Date:06/21/2022

  Type:Product 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 purchased pavers from techo-bloc that were advertised as pool decking pavers. Once the pavers were installed around our pool, the first time we used the pool, the pavers were extremely slippery when wet. We had people over, and 4 people slipped and fell on the pavers.

  Business Response

  Date: 07/18/2022

  Hello There,

  Thank you for reaching out.

  In response to this claim as well as the letter received by the client's lawyer. as soon as Techo-Bloc was made aware of the situation, members of our sales team went to the jobsite and inspections were performed. The team found that the product installed at your client’s residence was normal and recommended that no action was required.

  As stated in our warranty, all Techo-Bloc products comply with applicable standards established by the ******** ******* *** ******* *** ********* (****) and the ******** ********* *********** (***). Specific to the client’s jobsite, our products are also tested by third party laboratories in a procedure called **** ****** Standard Test Method for Measuring Dynamic Coefficient of Friction of Hard Surface Flooring Materials. The test results were shared with your client showing that the product passed.

  It is certainly unfortunate that guests at the Morea’s residence have slipped and fallen. We hope that no additional guests slip or fall and that your client can enjoy their Techo-Bloc patio for many years to come.

  Thank you ,

  Client Relations & Support Manager

  Techo-Bloc

  Customer Answer

  Date: 07/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  It is unacceptable.  We paid a premium for pavers that were advertised as pool decking, but have continued to have people slip and fall.  Attached is a picture of what happened when my son slipped getting out of the pool the other day.  A scientific study done in a lab is irrelevant compared to real life situations. There has been at least one occasion of someone slipping every time we have used the pool.

  The fact that the company's response was that they "hope no one else falls at our residence" is infuriating and shows a complete lack of morals or ethics.  All we are asking for is a product that is safe for our friends and family and for the company to make good on their product.  They obviously don't care if people get hurt as long as they make money.  

  Upon looking for new pavers, we have spoken with several vendors who have all said that they have heard similar stories with these pavers.  As a matter of fact there have had to be several changes to the pavers for the exact reason that the pavers have been slippery in the past.  

  When Techo-Bloc sent representatives to our yard, they refused to even let us show them what happened when the pavers we wet.  The fact that this company is taking advantage of people is beyond disgusting.  A business should stand behind their product and be responsible for making a product that is both safe and functional.  Techo-Bloc is a morally and ethically corrupt company who doesn't care about people they put in danger.

  Regards,
  
  *** *****

• Initial Complaint

  Date:06/13/2022

  Type:Product 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 November 2020, a contractor installed Techo-Block pavers in my backyard patio that were manufactured by this company. Since the installation, the tan pavers, referred to as borealis paving stones, have not only completely discolored, but they have developed black stains that have the appearance of mold stains and this has occurred under conditions that should otherwise be favorable to the paving stones (i.e., the pavers are installed under a roof overhang reducing exposure to the elements). As a result of this staining in what is otherwise the focal point of the home, we will be forced to replace the product. We reached out to Techo-Bloc and after keeping us waiting multiple months for an assessment, a representative came to our home and agreed that cleaning the pavers would not be a solution so wanted to discuss with his managers. He has since reached back to us and basically said there is no solution that they will offer and even rejected my proposal to discuss potentially splitting the cost or find other mutually agreed resolution.

  Business Response

  Date: 06/28/2022

  Hello, 
   
  Thank you for writing to us, we take all customer inquiries, requests and comments seriously and do our best to resolve all issues under warranty. 
  
  Regarding the client support request that was submitted by *** ****** *******, multiple visits were made to the homeowner’s location by our local sales representative, Jason L******* to assess the situation.  Please see photos attached.
  
  After consulting with our experts, it was concluded that a cleaning would be provided by Techo-Bloc as a first step to resolve the situation, however, this was refused by the client. Before any replacement can be considered, our first action is to perform a cleaning. 
  
  In the efforts to continue providing great customer service, we simply ask that the homeowner accept our initial offer of performing a cleaning by our professional team on the area that is affected.  

  Thank you,

  Client Support Team at Techo-Bloc

  Customer Answer

  Date: 06/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because it is untrue.  The rep did show up to the property (as I had previously mentioned) and told me that the cleaning would not resolve the issue and wanted to discuss the issue with his manager.  After which he called and told me that he spoke to his manager and there is nothing they could do for me.  In fact, in no uncertain terms, he explained that there would be no compromise to have the stones replaced, they would provide no discount should I chose to repurchase the stones, the latter of which is an option I didn’t even inquire about.  At no point was I told that cleaning was a condition to any solution.  And to suggest otherwise is bizarre - why would I reject a cleaning if it works.  My home is open to them perform any cleaning at any time they’d like to perform it.  
  
  Regards,
  
  ****** *******