Cottle's Asphalt Maintenance

Our company VP tried to schedule an appointment with the customer and he would not committ to a day or time that he was available.  Our VP traveled to this project 2 times with refund check to give to the customer and customer was not home,(one weekday visit and one weekend visit).  The...

customer was advised by our sales staff that this was not the best way to repair the area, however the customer did not want to mill out the area and replace which was what was needed.  This customer has recieved a full refund from our company and had he simply scheduled an actual appointment he would have recieved it much sooner.

Review: In the fall of 2013, the subject company sealed a 54' long asphalt crack using "professional grade" asphalt sealant. The applied sealant failed to adhere over the winter, resulting in no protection to the affected area. Follow-up contacts with the firm on March 31, 2014 (voicemail) and April 11, 2014, (email) resulted in no response. A certified letter sent on April 28, 2014 resulted in an email response from a company VP on May 12, 2014, wherein the VP offered to repeat the job or refund the money paid in 2013; I asked for a refund. To date, and despite a follow-up inquiry sent to the firm on June 11, 2014, the company has remained silent.Desired Settlement: 1) Refund of the $234.01 paid for the job. 2) Stop making false promises and actually stand behind your work.

Business

Response:

Our company VP tried to schedule an appointment with the customer and he would not committ to a day or time that he was available. Our VP traveled to this project 2 times with refund check to give to the customer and customer was not home,(one weekday visit and one weekend visit). The customer was advised by our sales staff that this was not the best way to repair the area, however the customer did not want to mill out the area and replace which was what was needed. This customer has recieved a full refund from our company and had he simply scheduled an actual appointment he would have recieved it much sooner.

Consumer

Response:

The complaint is resolved as the business did issue a full refund last week. However, the response provided by the business is less than honest. First, the sales representative assured me that the crack sealing technique was an appropriate solution and would last "for many years" before requiring re-application. Second, owing to my unpredictable work schedule, I advised the company VP that he could inspect the job at his convenience without me being present. Finally, the company VP's idea of a timely resolution is not realistic -- the issue was theirs to resolve in early in early May 2014 when they received my certified letter. Defensive counter-allegations cannot mask immature behavior.