Nu-Look Seal Coating Company

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, I Had asked them when they first came to my house to do my driveway They told me the full driveway didn't need to be done although my brother and I went around marking places that we though should be done they didn't feel it needed itI assumed they new their business so I went along with it, That is why I asked to add to the new areas.I did assume it was going to look better then it does the areas they filled in doesn't only look like it's not going to last for years since they sink in below the rest of the drivewaythat's not even to saying how poorly it looks once you get up to it I did not ask for a patch job they should have done the driveway right the first time instead ofsaying oh that doesn't need to be done even when they came back to do the driveway the first time I had areas that was marked and they insisted they didn't to be replaced Theses are the areas that are the problem todayI would have rather had my driveway taken out and done right I didn;t need the additions I went ahead and asked for it since I wasn't going to spend money to have the whole driveway torn upI don't know what the answer is other than I want them to fix it right cracks are not filled it looks like a patch jobI don't have another to have them or anyone else to come back and fix it It shouldn't have come to this [redacted]

This customer contacted us for a sealcoating estimate for his driveway, and it was provided Upon his acceptance, we scheduled the work for 8-17- When the customer called to complain of staining on the surface, we agreed to re-seal the entire driveway at our expense Whatever
staining was occurring has continued to happen, but we feel that that the cause is not from our material, but possibly from elements beyond our control We sealcoated several driveways on that date, and have had no other issues As of this date, we have performed our full service twice, and have not received any payment Nu-Look Sealcoating Company

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Regards, I Had asked them when they first came to my house to do my driveway They told me the full driveway didn't need to be done although my brother and I went around marking places that we though should be done they didn't feel it needed it. I assumed they new their business so I went along with it, That is why I asked to add to the new areas.I did assume it was going to look better then it does the areas they filled in doesn't only look like it's not going to last for years since they sink in below the rest of the driveway. that's not even to saying how poorly it looks once you get up to it I did not ask for a patch job they should have done the driveway right the first time instead ofsaying oh that doesn't need to be done even when they came back to do the driveway the first time I had areas that was marked and they insisted they didn't to be replaced Theses are the areas that are the problem today. I would have rather had my driveway taken out and done right I didn;t need the additions I went ahead and asked for it since I wasn't going to spend money to have the whole driveway torn up. I don't know what the answer is other than I want them to fix it right cracks are not filled it looks like a patch job. I don't have another 500.00 to have them or anyone else to come back and fix it It shouldn't have come to this.
[redacted]

The complaint from this customer isparticularly disappointing, because our work was performed to proper standards,and the project came out as we would have expected.  All work was proposed and priced in writing,agreed upon prior to beginning, and performed to specification.  In this case,...

the type of project was topatch certain areas, extend the driveway in multiple locations, then return thefollowing season to sealcoat the whole surface and fill the cracks.  It seems that this customer was under theimpression that sealcoating would hide all imperfections and cracks, which itsimply does not do, nor did we tell her or anyone else for that matter that itwould.  Apparently, she was under theimpression, for reasons unknown to us, that the asphalt would have theappearance of a brand new driveway construction.  I will now detail the specifics of ourcontracted arrangement.We were contacted by this customer in Augustof 2014, who requested an estimate for work to be done on her driveway.  We were asked to provide a quote to makenecessary repairs to failing areas of the pavement, as well as to extend thedriveway at the rear and to the sides of the front, for additionalparking.  On a pavement surface measuringover 4,000 square feet, there were approximately 300 square feet that needed tobe cut out and replaced.  When 7.5% of adriveway is failing and the rest is structurally sound, there is no reason tosuggest a complete removal and replacement. It was and still is my opinion that she should not have had to spend allof the money to remove and replace the whole driveway.  Therefore, we proceeded with a proposal torepair the damage, and extend the driveway in three areas, as well as a quoteto sealcoat and crackfill the entire surface the following season.  Upon her acceptance, we sent a contract for asignature and proceeded to schedule the asphalt work.At the time of our arrival, on the very dayof construction, she asked that we do more work than the original quoteproposed.  Once again, before we beganany work, we totaled the size of the areas (there were seven more) and gave hera price to perform the additionally requested patching.  This price was agreed upon by the customer,and we spent one full day at her home, patching the driveway.  Because the pavement work had a start date ofOctober 10th, it was too late in the season to sealcoat.  We supplied her with a separate estimate forthat work, to be done in 2015.  Thisestimate clearly states that we will fill approximately 175 linear feet ofcracks.  With each estimate we send, weinclude a page of information to provide additional knowledge to our customersabout our process.  A copy of thisdocument is attached, and again, states in italics that “crack filler will bevisible” as can be read in the attached file.On the date that the sealcoating andcrackfilling were performed, we received her call of complaint.  During that conversation, I was not even ableto determine what her problem was, as she became angry and told me how upsetshe was, then hung up the phone on me. She called again the following Monday, demanding to speak with an owner,who was not available.  I took her callalthough she did not want to speak with me. Until this point, I was the salesman involved with the project, and had beenher point of contact for the work.  Shesaid she wanted someone to come to her house to discuss the condition of thedriveway.  Within a few minutes of hercall, I departed to her home, in my effort to immediately address herconcerns.  Upon my arrival, while walkingup the driveway, I looked over the pavement and saw no reason for suchdisapproval of our work.  We patch andsealcoat driveways very frequently, and have been doing so for many years.  The quality of the work was, and is, justwhat I expect from our crews.It was at this point that she began to pointout cracks in the driveway, which were filled with rubberized cracksealant.  In trying to understand herpoint, the only outcome I could conclude was that she is not familiar with theentire work process, suggesting that she thought the pavement would look like anew driveway.  Never was this told toher, as it is not the case, as stated above, and on the attached copy of thedocument provided to her.  She wasunwilling to accept my explanation, at which time she told me she thought shewas “taken” by us.  As an honest personworking for an upstanding company, this was upsetting.  In my effort to appease her, I agreed tosealcoat the driveway once again, with the idea that another coating may reducethe visibility of the filler.  We appliedaround 200 linear feet of crack sealant, as quoted in writing, including thesawcut seams where the patches were cut in. Considering that the driveway looked as expected to a pavementprofessional, or anyone who understands the patch/crackfill/sealcoat process,this was the best offering I could make, if for no other reason than to try tomake her happy. During our discussion on Monday, June 1st,I explained that the only way she would have a driveway that looked brand newwould be to overlay the entire surface with an additional 1.5 inches ofasphalt.  She then asked me for a priceto do so.  I was reluctant to price it,knowing that she would never hire us again. I suggested she call 4 or 5 other companies, to get thoughts, ideas,and/or prices.  Once she asked me for athird time for the price, I told her to give me a few minutes and I would doso.  About ten minutes later, I told herthat the material and labor would total $4,700, assuming she could take thisinformation and possibly speak to other pavement contractors.  Never did I ask nor suggest she pay us$5,000, as she has written.  I hadalready well understood that she would no longer contract with us in thefuture, and her statement makes it sound as though I was pushing her for moremoney.  This is simply not the case.  She seemed quite focused on mentioning that aneighbor of hers recently had work done, and that her driveway did not look asgood as theirs, but there is no basis for comparison, as I cannot know thenature of that project, depth of material used, removal process needed,etc.  However, based upon what they paidversus that which she paid us, she at that time suggested we had overchargedher for the work.  When pricing is given,agreed upon, and a contract signed for a particular price, I cannot see howthere could be a complaint about the amount of money charged for the job.  I also suggested that she contact the RIContractor’s Licensing and Registration Board, a state agency who could send aprofessional out to review the work from a neutral position.  This was easy to suggest, as I feel stronglythat our side of the issue would be supported because the work quoted wascompleted in a quality fashion.   I do not know if she made that phone call.To conclude, this customer did not need toexcavate and replace her driveway.  Istand behind my suggestion to perform the work that was done, and would do soagain.  Her expectations of the finishedproject did not come from our company, and I feel no responsibility to returnher money.