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:10/13/2023

  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.

  While installing a new asphalt driveway at our location on Friday June 2, 2023 there was damage done to the side trim of a garage door. ******* from Perla has acknowledged that they are responsible to fix it but over 4 months later it has still not been fixed. I have had multiple communications with ******* and he has told me multiple times that someone would be at our location to do the repair but as of Oct. 12, 2023 nothing has happened. My most recent email that was sent on Oct. 5, 2023 has not been answered. I need the help of the BBB to get Perla to fix the damage they caused right away. I have emails between myself and ******* from Perla to confirm all facts stated above.

  

  Business Response

  Date: 10/14/2023

  Hello. This is *************************** with Perla Asphalt Maintenance. Theres no need to show my commitment to resolve this issue, as thats been my position since the accident. 
  

  It has been a challenging season for us for several aspects and this is not me trying to excuse myself or the company I represent, its just the fact that its hard to find someone to go out there and fix the damage on the garage. If any of us knew how to fix it believe me it wouldve be done long ago. 
  

  Theres still a pending balance we havent even tried to collect from you because it wouldnt make sense to do that on our end knowing that we need to take care of that problem. 
  

  i gladly ask you for help to get to the fairest resolution thats you getting your garage fixed, if you have a contact that can fix it please send it my way and Ill make the call and everything. 
  

  Were not refusing to take action on this. We assume full responsibility to fix the damage we accidentally made on the garage door/frame and whatever has to be done we will cover all expenses.  
  

  I apologize and Im sorry we got to this point. I will put more interest this week to find a contractor that can do the work. 
  

  ******* ************ 

  Customer Answer

  Date: 10/25/2023

  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 understand the challenges that Perla is facing in trying to get this damage fixed.  That is why I waited 4 months before submitting this complaint to the BBB.  My hope in submitting this complaint is that it would cause Perla to act, and that it also would cause Perla to communicate with me.  As stated in my complaint Perla did not respond to my most recent communication and even now someone came to look at the damage last week but I have not heard anything from the person that looked at it or from Perla about what actions if any are being taken.

   

  There are many companies that can lay asphalt. The thing that makes one company superior to the others is how they handle problems, especially ones they have caused.  In this regard Perla has done a very poor job so far. My hope is that this gets fixed quickly.

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

  

  Business Response

  Date: 10/25/2023

  The guy is waiting for the whole part to do the replacement. Very poor from you stating that when I emailed you that someone was gonna fix it. I dont expect you to understand tje challenges we face in daily basis, on a market where finding a contractor to fix your garage is really hard. But its in the process of being fixed, sorry I dont have the time to update you daily but last Thursday (less than a week ago) the guy was there and ordered the next day all that he needs. When he get those parts h*** be back. The repairs are less that what your still owe us for the job, dont forget to communicate that detail too, that the invoice hasnt been paid in full and youre holding a larger amount of whats cost to fix your garage.