All Woman

[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 $and the customer was told of the possibility of additional work, we did the work as we do for hundreds of clients each year

[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] ***

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 answerAfter 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, etcand 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 claims that I was notified is completely irresponsible and unethical.Regards, [redacted] ***

The business does not have many complaints as the customer alluded to With a volume exceeding jobs annually for the past years, we registered no more than 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 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

A reply was sent to the customer within 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

Complaint: ***
I am rejecting this response because: When I initially contracted to have my driveway sealed, I informed their office that I knew that Driveway Armor had received many complaints in the past but that seeing other driveways they sealed I felt that I would take a chance and let them do my driveway. The vehicle that the business claims was driven and then driven on the driveway is incorrectAs I explained to the business the vehicle had been parked in the street for the complete days while the sealcoat curedAt the end of four days it was moved directly on the driveway to the garage and that is when marks were first seenThereafter, marks were seen on other parts of the driveway as the vehicle was driven on itNo other vehicles are allowed on the driveway since I instruct all services to park in the street. The employees appeared to do the job well, however, the integrity of the mix when they applied it on my driveway is felt to be substandard since the application of the sealcoat did not prevent the marks that were made after four days of no traffic on my driveway. The business was difficult to work with, could never reach the owner directly, he very rarely replied to the messages I left with the officeIt is not understood why the owner mentioned that he wasn't compensated for anything after the application when the job was paid in full at the time of applicationIf he looked at my driveway after it was applied, it was on his own time, not in response to anything that I was cognizant of required a feeThe inclusion of this statement by the business only serves to indicate that their sole purpose in business is to make moneyThey are completely unresponsive customer needs. The business references complaints, the history of the business on the Revdex.com defines the complaints issued and I have checked out this company for quite awhile before deciding to trust them with my drivewayThe material they used did not in any way meet the expectations of the name Driveway ArmorArmor is supposed to protect the surface upon which it is applied, this application did not provide the protection expected and paid for when the job was completed. Based on the fact that the business was very difficult to work with, couldn't reach the owner most of the time and his inability to take responsibility for the work that was performed using his product, I do not accept the response made by the business to resolve the complaintWhen I reached the owner on the phone he complained that he could not afford to provide another sealcoat, which I originally requested after the damage was first seenThat response was completely uncalled for, a contractor needs to make good on the services advertised and performedAt first he was asked to redo my driveway, he said noI then asked if we could split the cost and he said he would look at the driveway and get back to meHe never got back to meThe lack of communication is indigenous to this businessAfter I called him back, he said he was not amenable to reseal the driveway because, in so many words, he indicated that he could not afford to do thisI only paid around $dollars, splitting the cost to redo the driveway would have been the acceptable way to handle this situation but the owner chose to just ignore me as he did the whole time in which I was trying to have the driveway resealedThis business is in business on for the money and in my opinion does not care about customer satisfaction. I am a chemist and from what I saw and how the driveway cured, it is apparent that the integrity of the sealcoat mixture was compromised from the beginning when it was first applied and failure was inherent in its applicationI am not responsible for what is in the street, an "armor" product should not result in terrible streak marks the first time one vehicle is driven on the driveway after full days of curing. The attitude taken by the owner is commensurate with what I read in the many complaints against this business generated over the past few years since I checked on them many times over the period of a few years and there were complaints of quality and customer serviceI am dissatisfied with the inability of the business to back its product and provide meaningful customer serviceThe proper response would have been to work with me to resolve the issueOver time as the driveway was used, and only one car was allowed on the driveway each day going from street to garage and back to street, it should have not developed spider cracks in the sealcoatI have had the driveway resealed every year by another company and never had a problemMy driveway is only about years old and nobody is allowed to drive on it other than the cars in my family and then only to go into the street and back to the garageThe business should have been professional enough to work with me to resolve this issue, it was not a costly issue since it would have only cost the business about $but the owner chose to generate animosity by treating the situation in a manner not commensurate with the issue
Regards,
*** ***

Complaint: ***
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.cand then deletedThe 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 meHe 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 himHe commented that this was too expensive for him to do and for this customer service was not maintainedCustomer service should be the objective of all businesses, not just saying that to help the customer was too expensiveThat 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 meForeign 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 adsEvidently 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 offThis 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 himHis 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 chemical manufacturerBased 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 coatA 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 complaintsIf not all on the Revdex.com, many were posted on the internet regarding a lot of dissatisfaction with the companyDriveway Armor is an asphalt sealant with sand mixed inJust 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 jobMixing 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 appliedThe truck arrived with the container holding the sealcoat not rotating, which is necessary to keep the sand in solutionIt 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 appliedOrdinarily 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 sealantOther sealcoating companies used sealant, no sandDriveway Armor uses sandIt was observed after the sealer was applied, there was no migration into the small spaces on my drivewayMy 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 drivewayIt'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,
*** ***

Complaint: ***
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/ 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,
*** ***

Driveway Armor performed the service with the same quality material it has used for years and technicians who also sealed other jobs in 2016. We thoroughly agitate and mix the material each morning for an extended period of time each day to ensure we have a consistent, dispersed
product. We have used the same brooms also. We have no other complaints from this date of service. As the customer quickly acknowledged, the issue is that a foreign substance that HE drove on and then was residually left on his driveway by his tires, has left a mark or stain on his drivewayWe cannot possibly be responsible for every single material, natural or synthetic, that can stick or adhere to pavement. I also explained that since he does not even know what material this is, that it may bleed through an additional sealcoat. I did not even charge the customer for my follow up service visit consultation since this is not a warranty item. While it is a reasonable request of the customer to ask us to split the cost of the next coat, I maintain we did nothing wrong. Further, I am choosing to not offer additional services to someone who is not going to be satisfied.Ed R

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

[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.

[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]

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:  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]