Driveway Concepts Incorporated

Due to our service being weather oriented we occasionally are backlogged and touch ups can be delayedHowever, this customer's issues have been addressed and her touch ups completed

We have explained to [redacted] that DCI could not redirect her water with a cold patch She would need more than DCI could give to her We also explained that she would need a patch to redirect the water DCI could not do that for her because her driveway was too damaged She was not happy with that response Please let me know if you need any further information from me.Joe M [redacted] DCI President

These guys repaved my driveway years ago That whole process went ok, however they "splashed" a fair amount of blacktop on my lawn I got over it and the lawn grew back Two years ago I called them to come seal itthe never showed up or called Last year, I called again for sealing and they still had my quote from the year prior Again, they never showed or called I'm kind of thick-headed, so I called them again this year The quote went up, which I didn't argue with They told me they would call me Sunday May 3rd with a specific date for that week I had to call them on May 5th and they told me I was on the schedule for Saturday (gee, thanks for letting me know and/or checking if that was ok) We had a big bbq planned for that day and they said that they would come on Sunday May 10th instead They also said they'd call the day before to confirm Well, the whole weekend passed with no call and no sealing I called them this morning and am still waiting for that call back These guys are terrible How they manage to still be in business is beyond me I don't think they ever once called me or called me back All I did was chase them down I'm slow, I know, but I am finally moving on

Hello [redacted] , Sorry we didn't get back to you right away on thisOur crews returned on the 26th of Sept to finish the cleaning of the sealer and to address his issues Thank you, Lisa M [redacted]

[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 BUT CLARIFICATION is needed Yes this business, DCI did complete the job but it was NOT a "touch up" They never completed the job on their 1st visit They were paid in full & left an incomplete job Took weeks to resolve but yes, the job is completed now Regards, [redacted]

To whom it may concern,Attached is the original proposal which shows the options offered to the [redacted] The [redacted] 's were given options to repair their drivewayA photo of the contract with the options is attachedTwo of the options contained patching Option 1: This is the option which they paid for and was completed Option was $to repair blacktop and band aid the situationBy no means was this to correct grading or water runoffIt is simply a patch to remove existing poor asphalt and replace with new by removing the broken piecesThis was the option they chose and we completed as requestedThere is no change in the grading of the asphalt when only patching Option 2: was just sealer only Option 3: $ That option is what was needed to correct their driveway issues, but they chose not to do that because of various reasons on their endThe [redacted] block curb along the property traps water and this is a major repair that requires extensive work that the customer did not paid for We completed the work that they agreed to and paid $for (which was discounted) We can not give a customer the higher priced work unless they agree to and pay for itThat is why we give our customers options, so they can choose the work they want and can afford SO IN GOOD FAITH, we went out on several occasions and even cut another patch along with the one we did for them the first time that extended and enlarged the first patchWe made every attempt to make them happy within the scope of work they agreed to pay for So, we will not provide a refundThey requested a patch and they received the patch per scope of workI WILL credit THE MONEY TOWARDS DOING option Besides option 3, which was NOT requested nor paid for, there is no further recourse that DCI will follow in regards to making the [redacted] happy or returning their money Sincerely,Joseph M [redacted] , CEO

September 21, 2016Customer complaint was handledA new mailbox was ordered for the customer.Thank you,Lisa M

Please inform [redacted] that we will issue her a full refund of the $that she paid for our services in October, We will honor her request to not to return to her property to fix the areas of concern, and will place her on our DO NOT CALL list, so that she receives no further contact from our company Our sincerest apologies for the end result of this incident, and are very sorry to lose a valued customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The process and materials as explained by the owner's sales representative is not how the process was performed. He represented to me they could do the job with materials that would not pull up or show tire marks. Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
They could not have showed up since they cleaned up nothing! Attached are pictures showing the condition they left my sidewalk and front porch steps
The sidewalk looks exactly the sameThe front porch has recently been cleaned up by ME since NO ONE has showed up to fix this
Regards,
*** ***

We appreciate the customer sending us picturesIt has been reviewed by the CEO and discussed with the crew and it is *** Patch, the product the customer wanted and paid forThe misunderstanding is in the nature of *** Patch and all other crack repairCrack repair by design is a pliable materialOn hot days it can soften and tire marks can appear. A thicker coating is more prone to these marks in either sealer or crack repairWhile the marks are present it can be esthetically displeasing, however, this is and will fade as the product cures
We sealcoat and crack repair over driveways and commercial parking lots in a season. We have been in business for over yearsSince this is a part of sealing and crack repair we have always had Post Sealcoat instructions that are also available on our website as are other educational materials available to our customersSee attached form*** *** was not receptive to any explanations
We would be more than happy to come out and touch up those areas but it must be clear that this will still occur in the heat until the product curesThis is the nature of crack repair and Sealer

***,Your property was serviced as part of a discounted package through your homeowner's associationYou were one of twentySix homes had evidence of splashes from the rainThat is the truth, not a fabrication or an excuse, as you implyWe we became aware of the pending rain, we called off
the crew and left your neighborhood at 4:46pm (not after 6, as you said)The crew clocked out at our shop in *** at 5:28pm (we are a minimum of a 1/hour from you)We, through your association, scheduled a day for repairs/cleanupThe result=satisfied customers and youYou would not allow us to do the repairsYou questioned our ability to provide the service, even in the face of (now) other satisfied customersYour concerns are unwarranted and unjustifiedThe rave reviews from your neighbors has resulted in other houses scheduling serviceWe will be back in your neighborhood shortlySo again, I am offering to do a cleanup when we returnAs for your request to keep the sealcoat that you received for free, I'm afraid the answer is noWe await your response*** ***
Driveway Concepts Inc

In response to the complaint for our business Driveway Concepts Inclocated at *** * *** ***, Quakertown PA ***, please find below our direct response to the customer in regards to her Driveway Seal Service Also, a concern with the customers' desired outcome/settlement for a "promised
refund check" *** *** was never promised a refund check, she requested that the issue be fixed or a refund be issued per her email to me on 11/28/ As you will see in our email to her, we are more then happy to come out at the start of our season this year and take care of all the concerns at no cost to her at all! The ONLY reason the repairs were not fixed on the 28th of November was because we were at the end of our season, which was explained to ** *** during our phone conversation, and the repairs just could not be done until the start up of our season this year, which she understood, was not happy about, but understood at this point we were working against cold temperatures and could not do anything more till the spring of Good afternoon ***,I would like to first apologize for the confusion as to when your driveway repairs would be taken care ofOnce temperatures drop below degrees the quarries close and we are no longer able to do any type of sealing, asphalt work or repairsOur season will be starting back up by the middle of March, and would like to be able to have you first on the schedule to take care of your driveway from last seasons issues by resealing your entire driveway and taking care of any other issues that were not originally taken care of from last season in regards to the driveway at ** *** *** ***, Doylestown PA Our operating season runs from Late March/early April and ends Mid November Right now I am slowly coming back into the office a day or two a week to prepare for the start up of our season, and preparing to schedule all work or repairs that are needed I of course would like to schedule this at a time that is most convenient for you and your availability Again, I am anticipating our start up to be Mid March, but of course that will be dependent upon the weather temperatures.If this is a satisfactory solutions, please reply via email or you can always contact the office and leave a message I appreciate your many years of loyalty and we truly do value your business! I look forward to speaking with you next month!!Tara S*DCI Account Manager***@drivewayconceptsinc.com

Sorry for the delay in responding, I wanted time to research the claims made against us.We provided a sealcoat service on 6/17/We arrived at the property at 11:40amWe received word of the tire damage on 6/28/at 11:06amThat is not immediatelyWe did not receive pictures
because you were angry and refused to send them, well documented in our databaseOn 10/15/we agreed to come out to the property and touthe area in exchange for paymentCustomer called on 10/29/and cancelled the site visitOn 11/6/customer stated that they were going to pay someone else to seal the driveway and claim that we never performed the work thereOn 11/12/we reached out yet again to collect payment and we were told that we would not be getting paidWorth pointing out is the fact that we did not drive on the drivewayAt the time that we left, the sealer would have been very wet and surely would have made marks on the driveway apron or in the streetIt has always been and remains our position that we did not leave the marks in the drivewayHaving said that...it is common practice for us to do touchup's for paying customers when an incident occursWe were informed by the customer that "hundreds of thousands of dollars worth of work" was being done at the houseIs it not possible that someone else got a tire on the driveway?!?!
As for crack repair, on our site visit it was doneSo that is a complete fabricationBottom line is this...our terms and conditions say that payment is due at the time of serviceYou violated those termsAt that point it is theft of serviceThe "problems" didn't surface until we reached out for paymentWe offered to perform a toufor you after receiving paymentYou refused to pay(Steal something from *** and then tell them your not satisfied with itSee how that works out.)
As for your request for us to move on...NOThe service was performed, I have paid for the materials, I have paid for the laborI expect payment as agreed.
Collection efforts will continueYour credit will be affectedWe will seek a judgement against you and then act on that judgementGood day

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Photos have been sent on several occasions most recently on Monday 8/Why can't they come out to the home and do a visual inspection? The has been going on since JuneThank you
Regards,
*** ***

We have just received the pictures you sent of the complaintWe appreciate you sending them so we may expedite the service issue. We will have someone come out to address any concerns you have

[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.  BUT CLARIFICATION is needed.  Yes this business, DCI did complete the job but it was NOT a "touch up".  They never completed the job on their 1st visit.  They were paid in full & left an incomplete job.  Took 6 weeks to resolve but yes, the job is completed now. 
Regards,
[redacted]

I am writing in reference to complaint #[redacted]On 3/22/2017 I accepted the business offer to refund the cost I had paid to them.It has been thirty days and I have not yet received a check.Can you reopen the case or advise me on how best to proceed?Thank you for your assistance.
[redacted]

Please inform [redacted] that we will issue her a full refund of the $234.00 that she paid for our services in October, 2016.  We will honor her request to not to return to her property to fix the areas of concern, and will place her on our DO NOT CALL list, so that she receives no further contact from our company.   Our sincerest apologies for the end result of this incident, and are very sorry to lose a valued customer.

September 21, 2016Customer complaint was handled. A new mailbox was ordered for the customer.Thank you,Lisa M