Driveway Armor

This is the WORST company to hire They got seal coating all over my new vinyl siding and new limestone step Very unprofessional Especially Ed Rogers the owner They did come back to power wash the coating off the house but also proceeded to power wash two of my limestone steps which had nothing on them, so now I am left with swirly lines all over the steps because MrRogers refused to pay to have them sanded There are far to many other companies to use

My experience with Driveway Armor was a great one--The men that came to do the driveway were very competent and respectful of us and our property They did a great job and thru no fault of theirs there was a streaked small area that they came out immediately to redo--They gave us a very fair estimate and were very reliable I would highly recommend them

I am sorry that you aren't satisfied with the response, however, it is certainly not a phony excuse As I mentioned previously, the sealcoat that is used is black and is evenly distributed by hand It is not the product, nor is it the craftsmanship that caused the discoloration in an area of the driveway Discoloration is likely caused by water, driveway conditions or unseen chemical on or underneath the driveway

Complaint: ***
I am rejecting this response because: This company is obviously does not stand behind their workWill never recommend a company with business practice like themRating F
Regards,
*** ***

We advised the customer via voicemail of the schedule change the day before. Upon first contact with the customer we ask for the "BEST contact number" to reach the customer. Even though he did not call us back, we reasonably relied on the fact that payment was still there that the
customer still wanted the service. Regarding the forecast, when the crew was dispatched, rain was not in the forecast for the next hours (more than typical drying time) and only 30% chance of rain after hours. Based on our years of experience, and without a call from the customer to reschedule, we proceeded with the job. The wash away is most unusual after such a long time without precipitation, but appears to have happened according to the customer. Our written policy on the estimate the customer received clearly states that Driveway Armor cannot be held responsible for rain as we do not control the weather. We state that in the best interests of a compromise we give 50% off of a reseal. Thus the customer and Driveway Armor both pay 50%.The customer clearly knows and understands that the hard rain created the splatter on his garage doors/home. Driveway Armor did not do this and he is well aware. I did offer him potential remedies from the splatter which is a result of the weather.Lastly, the customer was remarkably rude and condescending to my Office Manager ***, saying to her, "I don't want to deal with you or $per hour people." Despite this offensive behavior, we are still willing to perform the reseal tomorrow at the 50% rate as indicated in the estimate

We did this job on June 23, 2014. The customer called on June 27, and indicated that there was a spot turning brown by the garage. We were very responsive and responded to the customer immediately, by setting up a date, July 5, that she could be home to meet
with the technician. Although the sealer we use is black, we sent a technician (at our expense) to her house to meet with her, address her concerns, and to try to determine the cause of the discoloration.
The technician told her that the discoloration is likely due to water damage/staining. We warrantee the quality of our work. The discoloration is due to water damage or unseen chemicals on the driveway affecting the sealer in that area, not the quality of the material or the craftsmanship with which it was applied. We are not responsible for the existing conditions of the driveway, the unseen elements on or underneath the driveway, or for water damage that may cause discoloration of material/affect sealing results, because they are out of our control. We said we could reseal the driveway, but there would be a charge for the service.
We are very sorry that this customer is unhappy with the service provided

Complaint: [redacted]
I am rejecting this response because:The business alludes to a lack of complaints within the past three years which is the time complaints are posted by the Revdex.com-NJ and then deleted. The fact that the Revdex.com had prior complaints about this business  more than three years ago was communicated to the business since that is what was recommended by the Revdex.com when dealing with businesses that have had complaints, however, seeing driveways sealed by Driveway Armor resulted in me deciding to have them seal my driveway. The business owner was extremely difficult to reach, the office would take messages but he would in most cases never follow up with me. He even said he would be here to look at my driveway when it was suggested by me that the sealcoat job be reapplied and that I would be happy to split the cost with him. He commented that this was too expensive for him to do and for this customer service was not maintained. Customer service should be the objective of all businesses, not just saying that to help the customer was too expensive. That shows where the business's priorities lay. The business owner states that "initial attempts by his staff did not resolve the issue." This was not done to my knowledge, except after many attempts I asked him to look at my driveway and if he did that I was not appraised of it nor was I aware of him coming here since this was not communicated to me. Foreign material is just that, material for which a driveway sealcoat is meant to protect against, it was not "my foreign matter." The four days was more than the company recommended prior to driving vehicles on the driveway, it was felt that by this time the sealant would have been able to provide the protection that was implied in the company's ads. Evidently this was not true, the first time my vehicle was driven on my driveway there were streaks up and down the driveway which did not come off. This is a poor testimonial to a coating that is advertised to provide driveway "armor." The only time spent with the business owners team was to try to communicate with the owner and this never generated any replies from him. His team consists of one person who answers the phone and takes messages and makes appointments. I have developed, implemented and maintained a customer service function at a fortune 500 chemical manufacturer. Based upon the posture of the business owner, the business is not responsive to customer needs and he seems to view the work they perform as a means to generate a fee for the job without maintaining a high level of customer satisfaction. I am a chemist by profession and have dealt extensively with coatings and based upon me watching the sealcoat being applied, it can be stated that the material was not homogeneous or uniform, rather is was very thin, especially since it was supposed to contain sand, which would thicken the seal coat. A neighbor across the street had their driveway sealed by Driveway Armor last year and watching that resulted in me giving them a chance even though they have a history of complaints. If not all on the Revdex.com, many were posted on the internet regarding a lot of dissatisfaction with the company. Driveway Armor is an asphalt sealant with sand mixed in. Just because I asked to be home when the job was performed, I was advised that my driveway would be the last to be done on the day contacted for the job. Mixing sand in the asphalt requires constant agitation to ensure that the sand is mixed uniformly with the sealant prior to application to driveways and that the sand/sealer mix would be uniform when applied. The truck arrived with the container holding the sealcoat not rotating, which is necessary to keep the sand in solution. It is felt that the business did not provide the proper mix of seal coat and sand which made my driveway more vulnerable to being negatively impacted when one vehicle was driven on it. My driveway is sealcoat every year and Driveway Armor is the only product I have ever seen where there was no residual asphalt odor after the sealcoat was applied. Ordinarily there is a prominent odor for about a week as the sealcoat dries, this was not the case with Driveway Armor, indicating that something could be wrong with the sealant. Other sealcoating companies used sealant, no sand. Driveway Armor uses sand. It was observed after the sealer was applied, there was no migration into the small spaces on my driveway. My driveway was installed a few years ago and nobody is permitted to drive on it except my family. I am dissatisfied with the business owner and his responses, many of which have had no merit on the outcome of the job his company did on my driveway. It's too bad that the owner could not understand that customer service is the core of any successful business, his only concern was to apply sealcoat, collect money and move on and never look back.
Regards,
[redacted]

A reply was sent to the customer within 24 hours of receiving the complaint.   I understand the customer's concern that we show wire brush services on the website.  I will update the site to explain not all jobs are wire brushed, just those that the foreman deems necessary.  We...

offer a variety of services, and not all are necessary to perform on each job.  Further, our written paperwork which the customer received prior to the job does not explicitly state we will wire brush each job for this reason.  We performed the sealcoat service for the price quoted on our estimate form.  As a result, no partial refund is due.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

excellent service-excellent materials-excellent results

Complaint: [redacted]
I am rejecting this response because:  Driveway Armor's claim that I was notified is completely inaccurate; they never informed me that their could be additional work / costs.  The original person I spoke with NEVER mentioned the potential for additional work / costs.  As I've stated previously in my Revdex.com complaint, I mentioned I wanted the work to be completed while I was away on vacation and we agreed on a date.  He quoted me a price and then provided me with an address to where I should mail the check.  He NEVER mentioned the potential for additional work / costs.  When I received the invoice and called to question the additional charge, the individual I spoke with stated she called me, but no one was home.  When I asked how come she didn't leave a message on my machine, she had no answer. After lodging my complaint with Revdex.com, I received a call from Kim from Driveway Armor who told me "the email I received" contains the provision regarding the potential for additional work / costs.  I checked my email, junk folder, etc. and I told Kim, Driveway Armor never sent me an email to which she had no response.  There clearly was a break in their process and not owning up to it is concerning from a consumer's point of view, but to continue to make false claims that I was notified is completely irresponsible and unethical.Regards,
[redacted]

I am sorry that you aren't satisfied with the response, however, it is certainly not a phony excuse.  As I mentioned previously, the sealcoat that is used is black and is evenly distributed by hand.  It is not the product, nor is it the craftsmanship that caused the discoloration in an area of the driveway.  Discoloration is likely caused by water, driveway conditions or unseen chemical on or underneath the driveway.

[redacted] prepaid for his sealcoat service but not for crack filling.  THis is a separate service.  We explained on the phone when he scheduled the service appointment that the crew would determine if any crack filling was necessary the day of his appointment.  If there was work to be...

done, we informed him that we would bill him in the mail.  Had we not filled the cracks, the job would not have been done properly.  Had we not done the entire job because the owner was not there, the typical response would have included "you do not trust me to pay you only $55?".  Because the bill was for under $100 and the customer was told of the possibility of additional work, we did the work as we do for hundreds of clients each year.

This is the WORST company to hire. They got seal coating all over my new vinyl siding and new limestone step. Very unprofessional. Especially Ed Rogers the owner.
They did come back to power wash the coating off the house but also proceeded to power wash two of my limestone steps which had nothing on them, so now I am left with swirly lines all over the steps because Mr. Rogers refused to pay to have them sanded. There are far to many other companies to use.

My experience with Driveway Armor was a great one--The men that came to do the driveway were very competent and respectful of us and our property. They did a great job and thru no fault of theirs there was a streaked small area that they came out immediately to redo--They gave us a very fair estimate and were very reliable. I would highly recommend them.

The business does not have many complaints as the customer alluded to.   With a volume exceeding 2000 jobs annually for the past 3 years, we registered no more than 2 Revdex.com complaints in any year, which is an outstanding record.  The customer states that I was difficult to reach.  We have an organization here at Driveway Armor, and not every single event merits my attention.  His concerns were dealt with timely.  I did visit his site after initial attempts to please him by my staff did not resolve the issue.  The customer states that he waited 4 days to drive on the driveway and the foreign material still left a mark.  I reiterate that it is his foreign material;  Driveway Armor cannot protect against every single item produced on Earth.  It has protected his driveway against ordinary wear and tear.  Further, I reiterate, the mix is not at issue here or we would have complaints daily, and definitely others from this date.  The fact that the customer spent a disproportionate amount of my team's time on this problem that he caused is unfair to us here.  He is a smart chemist, but we are merely properly applying Sealmaster sealer.  Again, I am sorry he is not happy; but we did our job timely and properly.  He can call another sealcoat company in the spring to apply another coat.

Complaint: [redacted]
I am rejecting this response because: They claimed it was from water, trying to blame it on the gutters, which was totally untrue. No problem with the gutters, and no rain in the 4 days after the sealcoating was applied. The problem was noticed immediately.  They looked for any phony excuse not to fix their work.
Regards,
[redacted]

Review: This company did very poor job on the driveway. The job they did was slipshod and was stained. They came and looked at the damage and wanted to recharge me to redo this, after only two weeks!Desired Settlement: Want money back for poor job done.

Business

Response:

We did this job on June 23, 2014. The customer called on June 27, and indicated that there was a spot turning brown by the garage. We were very responsive and responded to the customer immediately, by setting up a date, July 5, that she could be home to meet with the technician. Although the sealer we use is black, we sent a technician (at our expense) to her house to meet with her, address her concerns, and to try to determine the cause of the discoloration.

The technician told her that the discoloration is likely due to water damage/staining. We warrantee the quality of our work. The discoloration is due to water damage or unseen chemicals on the driveway affecting the sealer in that area, not the quality of the material or the craftsmanship with which it was applied. We are not responsible for the existing conditions of the driveway, the unseen elements on or underneath the driveway, or for water damage that may cause discoloration of material/affect sealing results, because they are out of our control. We said we could reseal the driveway, but there would be a charge for the service.

We are very sorry that this customer is unhappy with the service provided.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They claimed it was from water, trying to blame it on the gutters, which was totally untrue. No problem with the gutters, and no rain in the 4 days after the sealcoating was applied. The problem was noticed immediately. They looked for any phony excuse not to fix their work.

Regards,

Business

Response:

I am sorry that you aren't satisfied with the response, however, it is certainly not a phony excuse. As I mentioned previously, the sealcoat that is used is black and is evenly distributed by hand. It is not the product, nor is it the craftsmanship that caused the discoloration in an area of the driveway. Discoloration is likely caused by water, driveway conditions or unseen chemical on or underneath the driveway.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This company is obviously does not stand behind their work. Will never recommend a company with business practice like them. Rating F.

Regards,

This is the WORST company to hire. They got seal coating all over my new vinyl siding and new limestone step. Very unprofessional. Especially Ed Rogers the owner.

They did come back to power wash the coating off the house but also proceeded to power wash two of my limestone steps which had nothing on them, so now I am left with swirly lines all over the steps because Mr. Rogers refused to pay to have them sanded. There are far to many other companies to use.

Review: I had contracted with Driveway Armor to apply sealant to my driveway while I was away on vacation (same as I had done the prior year with Driveway Armor). In addition, I prepaid my service by sending them a check prior to the work being completed (same as I had done the prior year) since I would be away. Several days after I arrived home I received an invoice for additional work completed that I had not agreed to (crack repair). When I called to question the additional work / cost they told me that they called me to inform me of the additional work but I was not home (no voicemail was left on my messaging service). I told the individual I was on vacation and they were aware of that since I had told and worked on the agreed upon date with the scheduler to coincide with my vacation (there was no discussion regarding potential additional costs / work at that time).Desired Settlement: I would like the additional cost refunded to me, which was` $58.85 for work performed without my consent.

Business

Response:

[redacted] prepaid for his sealcoat service but not for crack filling. THis is a separate service. We explained on the phone when he scheduled the service appointment that the crew would determine if any crack filling was necessary the day of his appointment. If there was work to be done, we informed him that we would bill him in the mail. Had we not filled the cracks, the job would not have been done properly. Had we not done the entire job because the owner was not there, the typical response would have included "you do not trust me to pay you only $55?". Because the bill was for under $100 and the customer was told of the possibility of additional work, we did the work as we do for hundreds of clients each year.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1) The phone representative NEVER mentioned the possibility that their would be an inspection and possibly additional costs if other work was required. We discussed the specific week I wanted the work to be completed (since I would be on vacation), which was specific to only sealing the driveway. The representative also provided me the cost for that specific work and the address to send the check to (I needed to prepay for the work since I would not be home the day the work was to be completed). 2) After my Revdex.com claim was submitted, I received a call from Kim from Driveway Armor on 9/3. Kim told me the email confirmation I received informed me of the possibility of additional costs. I told her I did not receive an email from Driveway Armor. She never followed up with me regarding her original claim regarding the email and she NEVER mentioned their new claim that I was told over the phone of possible additional costs.3) Based on #1and #2, I find the following statement made by Driveway Armor to my Revdex.com claim peculiar since it references TRUST - "Had we not done the entire job because the owner was not there, the typical response would have included "you do not trust me to pay you only $55?”.... They have claimed I received an email explaining the possiblity for additional costs; I did not receive an email from Driveway Armor. They now claim they mentioned it over the phone (the possibility of additional costs), which they did not make any such statement. Furthermore, I had to PREPAY for the work since I was going to be away on vacation, so clearly they didn't trust me enough to bill me later. Regards,

Business

Response:

The customer acknowledges we did additional work that was not included in the original scope. He was advised over the phone in advance that there may be additional work. We did not charge more for the prepaid service; we charged for additional work done. The invoice was fair for the work performed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Driveway Armor's claim that I was notified is completely inaccurate; they never informed me that their could be additional work / costs. The original person I spoke with NEVER mentioned the potential for additional work / costs. As I've stated previously in my Revdex.com complaint, I mentioned I wanted the work to be completed while I was away on vacation and we agreed on a date. He quoted me a price and then provided me with an address to where I should mail the check. He NEVER mentioned the potential for additional work / costs. When I received the invoice and called to question the additional charge, the individual I spoke with stated she called me, but no one was home. When I asked how come she didn't leave a message on my machine, she had no answer. After lodging my complaint with Revdex.com, I received a call from Kim from Driveway Armor who told me "the email I received" contains the provision regarding the potential for additional work / costs. I checked my email, junk folder, etc. and I told Kim, Driveway Armor never sent me an email to which she had no response. There clearly was a break in their process and not owning up to it is concerning from a consumer's point of view, but to continue to make false claims that I was notified is completely irresponsible and unethical.Regards,