Bavarian Chiropractic Clinic

We were contacted by Mr. [redacted] on June 14, 2016 that he has some issues with the driveway we installed on June 9, 2016. We went out on June 14, 2016 to evaluate  and found the driveway to be structurally sound with some rough areas. We recommended to let is cure and settle until...

next Spring 2017 Asphalt and Concrete Buy  Knox sent a response to Mr. [redacted] By U.S. Mail on June 18, 2016 stating we will come back next year to apply the Emulsion sealant at no charge to him. Mr. [redacted] called   on August 15, 2016 to schedule a meeting with Mr. Knox. Mr. Knox has been unusually busy and has not been able to contact Mr. [redacted] and has already given his  recommendation as to what we will do to take care of his issues. Asphalt and Concrete Buy Knox provides our customers with information (that they sign they have read)  educating them on the appearance and care of asphalt. which clearly states asphalt is a rocky, porus material. Our records show we did excavated and 10 tons of base  and then used 14 tons of asphalt. We would love to hear back from Mr. [redacted] to authorize the seal next spring as that is what we recommend.  Sincerely,  Patty [redacted]  Customer Service  ###-###-####  p[redacted]@acbuyknox.com

Mr. [redacted] This is [redacted] Knox. I am trying to resolve this. Once the Revdex.com is involved the ask all correspondence to occur within there resolution process, at least as far as I am aware. This way as a company we can show our response to the complaint and see we are working towards a resolution so it can be closed with the appropriate code. Jim didn't know that. I have been unavailable due to health reasons and have been trying my best to work with my doctors limitation. I apologize for the delays and the confusion and I would like to meet with you and get this settle for you to the best of my ability.  Sincerely [redacted] Knox

I met with the customer on May 23, 2017. We did a walk thru of the drivceway and reviewed her concerns. Here was the discussion:   1. In the center of the driveway by the garage there is an oil or some kind of stain. The was done after installation most not necessarily by the customer but a...

visitor or delivery person. The will cause deterioration of the asphalt so I offered to fix at n/c when she has us seal it. 2. According to the contract the customer is suppose to fill in the sides of the driveway to protect the edges. This was not done yet and edges were starting to tear. She said she would fill this in asap. I told her as possible we will try to repair the sides for her again at N/C. 3. We agreed to watch the driveway t make sur4e proper oxidation drainage, and wears and tear continues as it has so far since installation. There is no puddle there that is not within our parameters of acceptability. Which is, according to the care book she received and contract, a puddle that after it is done raining it wont hold water more than 24 hours and is less than 4 stacked pennies deep in a 4 x 4 foot area. Her is not even over two pennies. We don't even have the ability to repair such a shallow indent on a relatively flat section of the driveway. If it ever deepens it will be covered by the warranty. 4. The customer is made aware in both out information packet given, the check list, and contract that asphalt is a porous rocky material. You will see areas more rocky than others or some more smooth. That is a natural characteristic of asphalt. We try to make people aware of this so when they see the driveway they understand new asphalt shows roller marks, seams, rocks and other markings from installation. Most of this will wear down as the driveway ages the rest blends in after the first or second seal is applied. The loose rocks would just be from installation not the driveway itself. 5. As I told Beve4rly the night we met the driveway is structurally sound and looks good. I agree the area by the street it is more rocky and yes we needed more asphalt. Either we put it in thicker than we needed or the plant shorted us. We use multiple trucks of mix. We never said it would be one truck load. We typically need multiple truck loads which means the possibly of different rock to oil ratios. I was quite surprised by the Revdex.com letter complaint came thru. I wrote up our conversation from that evening on site and she read it an agreed and she gave me a verbal approval of a our discussion. I told her I would make copies and get signatures for the file and I would proceed with repairs and seal coat as agreed. I stand by the evaluation and the conclusion we reached together. The warranty stays in place as outlined in her contract. I will be mailing in a customer folder full of the information they receive at time of estimate and copies of all the contract signed at time of purchase for reference materials. Than you for your time to help resolve this.  Thank you , Janet

ASPHALT AND CONCRETE WILL STAND BY OUR INITIAL RESPONCE AND DO THE REPAIR FIRST AND IF THAT DOSE NOT WORK WE WILL REPLACE THE DRIVEWAY. WE HAVE STATED THIS ALL ALONG BUT HAVE NOT HAD THE OPPORTUNITY TO DO SO AS WE HAVE BEEN DENIED BUY THE CUSTOMER EVERY STEP OF THE WAY. WE HAVE RESPONDED TO ALL THE CUSTOMERS INQUIRIES ONLY TO WAIT FOR VERY LENGHTLY RESPONCES BACK FROM THR CUSTOMER DELAYING THE PROCESS LONGER. WE WOULD LIKE TO RESOLVE THIS AS SOON AS WE AUTHORIZED TO BE ON THE PROPERTY AND WEATHER PERMITS.PATTY [redacted]CUSTOMER SERVICE

We deeply regret the difficulties Ms. [redacted] has experienced. Many circumstances beyond our control prevented us from finishing all of our contracted driveways this year. We began her project because we sincerely believed we would be able to finish this season. Weather, equipment and personnel problems prevented us from doing so. We understand her frustration and are therefore willing to let her out of contract owing nothing. We have no record of taking her down payment, however. Ms. [redacted] was financing the project and we do not typically take any payment until the entire project is complete.We hope this resolution is to everyone’s satisfaction. Sincerely,   Cathy [redacted]

Initial Business Response /* (1000, 10, 2015/08/19) */
[redacted]Corresponding documents attached.
RE: Case #[redacted]: [redacted]
Enclosed is a letter we sent to Mr. [redacted], I also included pictures. We are not going to do any repair or return to his residence for any reason, it sounds like he is...

just trying to get a free seal coat on a asphalt driveway we had nothing to do with.
We were contracted to remove and replace Mr. [redacted]'s concrete apron, it seems very strange he does not have a negative thing to say about the work we did on the apron.
It is really discouraging that a business can do good work in good faith with a signed contract and have a unstable, greedy, rude man slander you on social media and we have no way to respond to define our company's reputation.
Sincerely,
Patty [redacted]
Customer Service
612-781-1112
Initial Consumer Rebuttal /* (3000, 12, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
August 21, 2015
Angela [redacted] Mediation Coordinator
RE: Case # XXXXXXXX
I am replying to the August 12, 2015 letter written to the Revdex.com by the customer service representative at Asphalt and Concrete Buy Knox. The Revdex.com had to contact this company twice to get a response. You can tell the type of company that you are dealing with when complaints about their work and customer service are answered by verbal bullying, personal attacks and slandering of the character of the complainant. In her letter, the customer service representative called me unstable, greedy and rude.
Greedy? Through the Revdex.com complaint process, I offered the option of Knox filling the cracks and doing a complimentary seal coat as a means of settling this dispute. Knox has decided to offer nothing. The pictures that the customer service representative enclosed of my asphalt driveway make a point of showing two old existing cracks that have been there for years. One is from a tree root and the other is above the city water line that crosses the driveway. In no way, have I ever indicated that Knox was responsible for these cracks. Knox is responsible for the 3 cracks (10" each in length) next to the concrete apron they installed. These cracks are getting wider every day and, if allowed to remain without being filled, they will get worse. These cracks were not there prior to Knox doing the work. They were cracked by their skid loader. Please note that I certainly am not in need financially for Knox to do the seal coat. I am pursuing this on principle.
I noticed in her letter that the customer service representative does not address the footings that were never "core-filled" causing my concrete garage floor to crack. She admitted on two occasions that they had not been core-filled.
She also indicated in her letter that it was strange that I did not say anything negative about the concrete apron that Knox installed. If she wants a review, here it is: one end of the apron has a low spot where water pools when it rains. The apron is also pitched toward the garage floor which causes water to run into the garage when it rains. However, the surface of the new apron looks good.
Rude? I was necessary for me to call Knox at least 5 times, between April and the middle of July 2015, because this customer service representative would not contact me. During the last call, I told her that I was not going to be ignored any longer. She hung up on me. Not once during our conversations did I even raise my voice. I did tell her that I disagreed with her interpretation of how the asphalt was cracked. She attributed the cracks next to the apron to "vibration" from trucks driving down our one-half block cul-de-sac street 30 -40' away. This is pretty farfetched. She seemed irked that I did not buy her explanation.
Unstable? I am not even sure what this means but it certainly is slanderous and now is part of the file at the Revdex.com.
In the last sentence of her letter, the customer service representative says she is unhappy with negative reviews about Asphalt and Concrete Buy Knox being posted on social media sites. Perhaps, she is referring to [redacted]'s [redacted] where Asphalt and Concrete Buy Knox has 26 reviews of which 67% are D and F. Their overall rating is C so the company is not recommended by [redacted]'s [redacted] Maybe she means negative reviews on Yelp (3), Facebook, Yellowbot (4) or BuildZoom. If Asphalt and Concrete Buy Knox did quality work, had good customer service and treated its customers with respect, it would not have to worry about negative reviews online.
Sincerely,
[redacted]
Final Business Response /* (4000, 29, 2015/10/06) */
[redacted]Corresponding documents attached.
RE: Case [redacted]
In response to Mr. [redacted]'s last letter, most of Mr. [redacted]'s statements are incorrect. First of all Mr. [redacted]'s calls were in a very negative condescending tone and very demanding, he did call and said he was not going to be ignored and He hung up.
Mr. [redacted] told me we did not core fill the footings I told he I did not know (I NEVER told him we did not core fill) because I did not have to order with me. When I got back to the office and checked the file we did core fill and I let him know in our next conversation so I don't why he is bringing this up now, as far as me telling him the cracks could be from a truck going down the street and vibrating that was one of many examples of how asphalt can crack. I also sent the pictures of his driveway to show the age and condition of the asphalt.
Asphalt and Concrete Buy Knox will not do any further work at the [redacted] residence as the cracks are not big enough to fill and we will not seal coat his driveway.
Patty [redacted]
Customer Service

Initial Business Response /* (1000, 8, 2015/08/10) */
[redacted]See attached original documents.
RE: Case # 57310627
We have applied the seal coat on Ms. H[redacted] driveway on August 1, 2015. This should take care of the issues she had.
Sincerely,
Patty G[redacted]
Customer Service
Asphalt and...

Concrete Buy Knox
Cc: Jane H[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Asphalt & Concrete Buy Knox did send a crew and my driveway was seal coated on August 1, 2015. This was done free of charge. The driveway is now a uniform color, with the exception of a small area, but the crack and the rough patch of rocks on the surface have simply been painted over by the seal coating and are still there.
I did express concerns before the seal coating was applied. I did not purchase seal coating because I assumed the product would hold up as guaranteed without it and I did not want the maintenance involved with reapplying the seal coating every few years. I also asked about the crack and was told that it would be repaired before the seal coat was applied. During the seal coating process I again asked about the crack and was told it was not big enough to require repair and the seal coat would take care of it.
I did expect a follow up call from the customer service representative after the seal coating was applied inquiring if their solution was satisfactory. I did not get a call but a week later I did receive a copy of the letter sent to the Revdex.com stating that the seal coating should take care of the issues.
I remain dissatisfied and would not recommend this company for asphalt installations.
Final Business Response /* (4000, 14, 2015/09/03) */
RE: Case # 57310627: Jane H[redacted]
We have applied the seal coat on Ms. H[redacted] driveway on August 1, 2015. This should take care of the issues she had.
August 31, 2015
In response: I have attached a copy of the page out of our Everything you need to know book (provided to every customer) about asphalt. We feel we have done everything we can to resolve the issues Ms. H[redacted] has had including seal coating at no cost. I apologize I did not call when the seal coat was completed, the report from the crew was that it was and no further work need to be done.
Sincerely
Patty G[redacted]
Customer Service
Asphalt and Concrete Buy Knox
Cc: Jane H[redacted]
Final Consumer Response /* (3000, 16, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am writing again so that it is not concluded that I am satisfied with the company's response. I did read the "Everything You Need to Know" booklet before I signed the contract. In bold letters on the contract it states, "5 year guarantee against break-up, pot holes, weed growth". The driveway was installed in October 2013. I had issues with the workmanship right away and then the weeds and ants appeared within months (the following spring). When one of the men came out I asked if
my driveway was representative of his company's work. He said it was not. I asked him if he would put a picture of my driveway in his brochure and he said no. I asked if my driveway had nice, tamped edges as advertised and the answer was no. So, I do feel as if I did get an inferior installation.

[redacted],In response to [redacted]'s complaint, we did the following:We allowed [redacted] to put off payment of $1200 until we complete his driveway next year, 2018. We also sent the crew out to his house to ramp up his base so he can easily get in and out his garage and driveway. We will be completing his...

driveway in late spring of 2018 as weather permits. We are sorry we were unable to complete his driveway before the cold weather hit. We look forward to finishing his job next year to his satisfaction.

We apologize for the delayed response. We re regret the frustration he has dealt with and we are working hard within our company to resolve these issues. We will offer a refund on the complete asphalt potion of the contract in stead of just the area in question but wil not be able to refund the...

removal, haul away, basing and concrete work that has already been finished. The are in question of the driveway is less than half of the job but he does not want a partial job as he stated and he would prefer to have a complete mat. Seam and sections are common in asphalt work will not affect it as much as he thinks. We typically address the areas in question when doing warranty work. We try not to do multiple areas if it can be avoided, but we can not reomve complete driveways every time there is a problem. However given that this has gone on so long and we should have been better with our communication we will not only offer the area of concern returned or repaired, we will agree to given him the cost of the asphalt work back in the amount of $2000.00. This way he can then continue to use the driveway as is with no further responsibility on our behalf or he can replace with these funds helping that process.  We are sorry this end this way and wish him the best of luck.

Initial Business Response /* (1000, 11, 2015/10/01) */
RE: Case: [redacted] : [redacted] & [redacted]
We have complete the work at[redacted] for the [redacted], on September 30, 2015.
Patty [redacted]
Customer Service
[redacted]original document attached.
Initial Consumer Rebuttal...

/* (2000, 12, 2015/10/01) */
Final Business Response /* (4000, 21, 2015/10/19) */
[redacted]Corresponding documents attached.
RE: Case #[redacted] & [redacted]
In response to the [redacted] last complaint.
1. Asphalt is not smooth in areas, I have included the check list they signed Refer to item number 7.
2. Not sure what doesn't match up. If talking about the asphalt is a little lower then the apron, it should be fine as the apron is going to move up and down during the freeze thaw cycle in the winter. We suggest they check it in the spring as to any changes and we will be happy to check on it.
3. As for paying full price yes we do expect to be paid in full as we have completed our work. The driveway is structurally sound and looks good.
I have included pictures of the finished driveway.
Respectfully,
Patty [redacted]
Customer Service
Final Consumer Response /* (2000, 23, 2015/10/29) */

WE HAVE BEEN DEALING WITH THIS ISSUE AND HAVE TRIED TO RESOLVE IT WITH THE CUSTOMER THE BEST WE CAN IT IS A PRODUCT ISSUE AND THE SUPPLIER HAS CHECKED IT AND AGREED TO CORRECT. THE CUSTOMER IS NOT AND HAD NOT BEEN WILLING TO ALLOW THE WORK TO BE DONE. OUR LAST CONTACT WAS IN OCTOBER 2016 AND WE...

HAVE NOT RECEIVED A RESPONCE. WE WILL STAND BY OUR WARRANTY IF THE CUSTOMER ALLOWS THE REPAIRS TO BE DONE AS RECOMMEND BY THE MANUFACTURE OF THE PRODUCT.PATTY [redacted]

See Attached

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.  However, to complete the contract of the concrete portion of the job, they should finish it by sealing the concrete as agreed apon in the contract.  We would also accept no less then $2000 for the asphalt portion in question.   And should be paid in a timely fashion to remedy the situation before winter sets in.  Thanks.