Driveway Concepts Incorporated

Review: I had my driveway sealed by Driveway Concepts, Inc. While the price was competitive, the results of the installation have been terrible. As per instructions to stay off the driveway for a couple days, we actually stayed off of the driveway for a week. Major streaking and tire marks are rampant on the driveway; much more intense and longer lasting than any research on quality work would suggest be happening. A couple months after the sealing, I contacted Driveway Concepts about the issue. A gentleman name [redacted] came out to visit; he agreed that it looked very bad. [redacted] said that if the problem did not clear up in a couple months that I should contact DCI again. I did so via email and phone calls with pictures of the problem. It took me multiple contact attempts to actually get the owner (who I understand is named [redacted] on the phone). The brief conversation I had with [redacted] was the most horrendous experience as a customer I have ever had. [redacted] was completely obnoxious, argumentative, antagonistic and downright mean. In fact, he referred to [redacted] (who evidently is not there anymore) as a rded and stupid individual. It was downright offensive. A few days after I ended the conversation, I again emailed DCI trying to come to a resolution and asked to be given a few dates that worked for [redacted]'s schedule to meet with me face-to-face to discuss the issue and a resolution. I have not heard anything back. DCI's workmanship was terrible, but their service and customer treatment was downright abysmal.Desired Settlement: I would consider allowing DCI to fix the problem; however, my preference is a refund of the charges as I do not have confidence in DCI's ability to fix the install.

Business

Response:

[redacted] <[redacted]>3:25 PM (6 minutes ago)to me In reference to the attached matter… I would have responded earlier, however, this just reached my desk moments ago. These are very strong allegations, not to be taken lightly.I spoke with [redacted]. He has no recollection of the conversation as referenced. I sincerely hope it is some sort of misunderstanding.As for the driveway issues, I do not have any record of **. [redacted]’s complaint. Unfortunately, it would have been [redacted]’s responsibility to record the issue and make arrangements for a repair (if necessary). It does not appear that this happened. For that I apologize.In an effort to have a record of such issues, all customers are directed to our website where we have a customer service link (under “Contact DCI”) that allows customers to upload pictures and voice their concern. Once the form on the website is filled out, the proper personnel will be assigned to address the issue. I would ask that **. [redacted] utilize this tool.Upon receipt of his pictures and description of the issue and timeline, we will send a representative to review the specific concern. If at that time it is deemed a valid concern and not easily repairable, I will gladly refund **. [redacted]’s payment. [redacted]###-###-####[redacted] Driveway Concepts Inc.19 Quakers WayQuakertown, PA 1895###-###-####

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I cannot see how [redacted] cannot recall such a conversation. Regardless, although not filed "directly through the website", multiple pictures were originally provided via email to [redacted] with both a detailed written description and verbal discussion of the issues. The fact that [redacted] did not record something he should have is DCI's issue. At this point, rather than resubmitting all I did already, I would just like someone with decision making authority to meet me at my house to discuss the issue as I am naturally still open to an mutually-amenable solution, which I would like to have happen before the weather becomes counter-productive to doing such work.

Since the Revdex.com communication program has a way to include attachments I went ahead and included a couple pictures, although it looks worse in person.

Regards,

Business

Response:

From: [redacted] [mailto[redacted]]

Sent: Monday, October 28, 2013 11:22 AM

To: '[redacted]'

Subject: RE: Complaints

Case #[redacted] – All other issues aside, **. [redacted] is a valued customer and I would like to send a representative out to discuss his concerns, if he is agreeable to that.

Consumer

Response:

[redacted], I will email you some dates/times to discuss.

Review: I had my driveway sealed in June 2014. After the job was done, the driveway looked like a mess. There we're brush marks everywhere and when they sealed the cracks the crack filler was thick and raised.

They gave me a printout of what to expect and it did say over time the filler would even out. One of the men doing the job stepped on my front walk with the tar still on his shoes. I have sent them 4 emails asking if someone could get back to me and spoke directly with 2 employees yet still no response from customer service. I spoke with Tara and Kathy.Desired Settlement: I would like someone to call me regarding the mess in my driveway. I want to know if in time will it even out (it has been 3 months since the job was done. I have been trying to pressure wash the footprints off the sidewalk, they have gotten lighter but there must be a solution I can put on it to clean it up.

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: We contracted with DCI Incorporated to seal coat our driveway, which they did on 6/25/13. As a result of their seal coat job, tar splashed onto the front of our house, discoloring/damaging brick, garage doors, trim, and siding, much of which is part of a brand new addition to the home. I contacted DCI that same day to have this addressed. After a few days, they came back and attempted to clean off the tar. This attempt was unsuccessful and the harsh chemical they used caused the entire interior of our house to smell like gas fumes for weeks, which we fear was unsafe for our family, particularly a newborn baby. Since then, I have been regularly contacting DCI to resolve this issue. I have spoken on multiple occasions with multiple people in the office - [redacted], [redacted], and [redacted]. [redacted] and [redacted] both indicated that this would be handled through their insurance company. This has not been the case, however, and it was escalated to the owner, [redacted], for resolution. [redacted] visited the house on 8/2 and I followed up to speak with him on 9/19. On both dates, he promised resolution but still has not taken any corrective action. Most recently, he refuses to return my calls. After speaking with him on 9/19, I followed up to confirm when this would be resolved, leaving messages at his office on 10/10, 10/17, and 10/21. On 10/21, my message indicated that I would be submitting a complaint to the Revdex.com if he did not return my call this week. Prior to submitting this claim, I called again today, and he did not take or return my call.Desired Settlement: We would like this issue to be submitted as a claim to DCI's insurance company so that we can work with the insurance adjuster and licensed contractors to resolve and complete the repairs. It is important that these repairs be completed before seasonal weather causes additional unnecessary delays.

Business

Response:

While it is true that we are fully insured and submitting a claim is an option, Jessica fails to understand the purpose of insurance. Insurance is for us NOT her. It is our guarantee against financial loss beyond what we can afford. We are not there.We asked a local contractor to contact Jessica to make arrangements to come out to her property and provide repairs as needed. The contractor is not affiliated with us and we put NO restrictions on the scope of work. We simply asked that he limit the work to things that were affected by the sealer mishap.

Review: In mid-April 2014, DCI came to my home to seal my driveway. The quality of the job was poor and the service did not include all of the items DCI communicated to me in writing would be done (e.g., cracks not sealed, apron seams not reinforced).

Here is the timeline, which is documented in e-mail:

April 22 - I expressed my concerns to coordinator at DCI, noting that other homeowners in my development had similar issues (DCI was contracted for several jobs in my development)

April 22 - DCI coordinator indicated salesman would come out and look at driveway the week of April 22nd.

I received no communication from the DCI salesman or the DCI coordinator that they came to my home.

April 24 - I sent an e-mail to the DCI coordinator asking them not to come back out and fix the job. I did not have the confidence they would do it right the second time, given the poor quality of work, mismanagement, miscommunication in their company. I also read similar complaints on-line so did not want DCI back to my house again (checked Revdex.com and ripoffreport complaints)

No response from DCI

April 28 - I sent a follow-up message to DCI asking for a response to my April 24th e-mail. I noted in this e-mail the quality of work does not warrant the full price invoiced. I also asked them again not to send anyone to my house to do work. Without telling me, they sent two guys to my house to clean sealcoat product that was splashed all over my garage when they did the job initially.

April 28 - DCI responded, claiming the rain was the reason for the poor quality and that they pulled the crews at 5PM. This is not true. The crew arrived at my house just before 4PM and worked until close 5PM at my house. Then, the went to my neighbor's house to do the job there (he had the same issues), so the crews were in my development passed 6PM. With their response, DCI confirmed that they put a rush on the crew to finish the job quickly before the rain (which was much later at night in our area). Subsequently, the crew cut corners and did not perform the service as described by DCI.

April 28 - I responded inquiring if DCI expects full payment for a service not performed as they indicated in writing.

No response from DCI

May 5 - I asked the DCI coordinator to send my feedback to the company owner so I could correspond with him/her directly on this issue. In this e-mail, I included the work list DCI provided on their service, highlighting those things that they did not do for me. Pictures of the final work were included showing the work was not completed as advertised. I requested a response by end of business May 6th.

No response from the DCI coordinator or the ownerDesired Settlement: I want a $0 invoice sent to me to replace my current invoice, acknowledging no payment is expected since the work was not performed as promised by DCI.

Business

Response:

[redacted],Your property was serviced as part of a discounted package through your homeowner's association. You were one of twenty. Six homes had evidence of splashes from the rain. That is the truth, not a fabrication or an excuse, as you imply. We 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 [redacted] at 5:28pm (we are a minimum of a 1/2 hour from you). We, through your association, scheduled a day for repairs/cleanup. The result=5 satisfied customers and you. You would not allow us to do the repairs. You questioned our ability to provide the service, even in the face of (now) 19 other satisfied customers. Your concerns are unwarranted and unjustified. The rave reviews from your neighbors has resulted in other houses scheduling service. We will be back in your neighborhood shortly. So again, I am offering to do a cleanup when we return.

These guys repaved my driveway 5 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 it... the 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...

Review: This company did a TERRIBLE job on my driveway, they left a tire mark and never filled in any cracks. I called IMMEDIATELY that day and spoke to a woman who is no longer there, sent her pictures (which I still have). They called once to do the job but I was having stone delivered that weekend and didn't want it on the driveway, they said ok and hung up. I called today after they put me in collections and the guy was EXTREMELY rude and was blaming me.Desired Settlement: They did a terrible job, I want them to fess up to it and accept they did a terrible job. I told them to fix it correctly and I would gladly pay the $180 and be done, MOVE ON!!!!

Business

Response:

Sorry for the delay in responding, I wanted time to research the claims made against us.We provided a sealcoat service on 6/17/13. We arrived at the property at 11:40am. We received word of the tire damage on 6/28/13 at 11:06am. That is not immediately.

Review: The work performed was not in accordance with the agreement. Several calls, e mail, texts sent or left with no correction to the problem.Desired Settlement: I want the job finished as agreed upon. Also the address on the agreement is [redacted], Pa [redacted].

Business

Response:

We would like all our customers to be satisfied with the maintenance and repairs for their driveway. We have a work order for this customer and we will be more than happy to work with this customer to resolve any issues. We do require pictures to be sent in order to expedite the process so we know what areas to show our crews to touch up. Without photos our crews will not be able to correct the issue. Please send pictures of the area in question to [email protected]. Thank you.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Photos have been sent on several occasions most recently on Monday 8/25. Why can't they come out to the home and do a visual inspection? The has been going on since June. Thank you.

Regards,

Review: Sealed Driveway on Sept 4th. During sealing they said a hose burst spraying sealant all over my sidewalk (at end of driveway). At the other end at my front door, excessive sealant also splashed all over my concrete porch steps, foundation stucco and brick. My landscaping stones and shrubs were also excessively splashed. When I arrived home after work that day, a DCI worker was attempting to remove the sealant on the sidewalk with a power washer. All this did was spread it around and drive it into the pourous concrete. The worker was also taking pictures to show his boss the damage.

We immediately called their office to complain. They agreed not to charge us the $100 service fee and promised someone would be out the next day to resume the cleanup. No one showed (Friday) so I called Monday 8th. They said someone would be there the 9th. Again, no one showed. Called Wed 10th, they said the worker who did the power wash would be there on the 11th. No one showed.

I called on the 12th (Friday) and they said their crew was going around on Sunday doing "Cleanup" at numerous sites. No one showed. Called on the 17th and they promised someone would be there on Friday 19th. No one showed. I called on Saturday 20th and got voicemail. I left a message saying I wanted a return call prefereably from the owner since I was stood up 5 times. No return call.Desired Settlement: I want the damage to my property repaired. Specifically the deep staining of my sidewalks as a result of the power wash. If they cannot do that then I want payment of $300 to cover materials and time needed to do the cleaning myself.

Business

Response:

Hello [redacted],