Pave Masters, LLC

Sorry for the late reply was out of town for several weeksThe problem was not with our project but with a push down sprinkler head from our equipment being used on siteMy guys went over there several times to fix but no one was home and they did not know where the sprinkler head was located to fixAfter getting back in town I personally went over to the customers and the problem has been resolvedIn fact we are going to add more grass seed and straw to several areas to fix other issues [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and address the drain issue and reseeding as well, and, if it does, will consider this complaint resolved.This has been our desire for all these months to have the pavers removed, the ground regarded and the pavers to be re-installed.I would like to be notified of an exact date for the job to begin and to discuss in person or over the phone the exact details- the drain installation still needs to be addressed as it is useless where it is. Perhaps it can be moved a few feet and actually provide some drainage off the other side of the pavers. It is my hope and understanding that this project will be completed in the next 30 days. Regards, [redacted]

The contract was signed 10/22/(Not September) to do a
small 8' X 21' patio next to their houseThe work was performed in a timely
manner and completed in about a weekThe customer was happy with the work and
paid in fullWe did not hear anything about a water problem until this year
summer
The dates mentioned contacting us not sure but it was early summer not
April when they first contacted us about a water issueThe first crew I sent
out could not find any issue with the patio that would cause a water problem
with their basementThe customer assumes the water problem is because of the
patioIf a water problem was caused by a patio installed outside of their home
it would have shown up in the second month of this year when we had a foot
of snow that melted followed by a week of heavy rain. We were not contacted until early summer that
there was any problems. We sent
employees out there on four different occasions since then to address their
issue which we did adjust the pavers to assure that they are draining water
away from the house which included using a laser level to shoot grade on the 4th time. On the last occasion two of my
senior crew members went to the site to assess the work done and it was
correct. It was noticed at that time
that there is a crack in their window well and for all we know a possible crack
in their basement wall which has absolutely nothing to do with our company. This was brought to the customer’s attention
with no response back. This customer has
had settling issues due to weather. We
as a company guarantee our work and have done so within reason for what we were
hired to do. The customer is looking for
free work for a job that has nothing to do with us. We did supply a verbal quote to fix some of
the issues that we would be able to fix but that was followed with no response
We do not fix cracks in basement foundations and our installation of a patio
has nothing to do with their basement issuesThey shut down communication and
contacted a lawyer As a company owner I
know that we aren’t responsible for their water issues and if we were we would
stand by our word. We are not going to
fix a basement problem for a client for free that has nothing to do with our
workThe customer said that they would let us come out and fix
the problem but it’s not the pavers so additional monies would be needed and we
are not a basement repair companyLowering the pavers even more has nothing to
do with their basement leakingWe have already lower the pavers below the
window well and check the grade which is correctThey must have had settling
issues after February of this year from the snow and rain which has caused
their issuesBecause once again if our patio was causing the water leak in
their basement it would have leaked in February, which we received no calls
about our workTo stay in business we cannot do free work which has nothing to
do with our projects.*** ***Pave Masters

I sent employees to their site on four different occasions
since then to address their issue(s) which we did adjust the pavers to assure
that they are draining water away from the house which included using a laser
level to shoot grade on the 4th time. On the last occasion two of my senior crew
members went to the site to assess the work done and said it was correctI
have talked with them about their work they told me that the pavers are
adjusted below the window well and even ran water on the patio the last time it
was adjusted confirming the water is running off the patio away from the house
So if this is not the case and the customer will sign a waiver that says after
we lower the pavers below the window well and the rest of the grade is correct
that if basement still leaks it not the patio but their window well or the
foundation itselfI will send a crew out to rework the pavers one last time
As for the drain that is mentioned this was a free add that is a French drain
placed off the patio mainly for run off from the gutters that are not piped
away from the houseRefunding money for a patio that has been installed properly
and the customer signed off on last October and had no complains on for
over to months is not and optionsAll materials and labor have been paid
already and with the fact we have been out there on four different occasion
makes this a lost alreadyPave Masters has done over jobs this season with
zero complains we stand behind our work within reasonSo if we can get
something in writing saying that if we lower pavers below window well and
recheck grade we are done I will send guys out to look at it againIf fact if
they are already below the window well with correct grade then your basement
leak is something else and not the patio, which we do not fix basement leaks at
Pave Masters.*** ***

The pictures show a different story then what my guys have told me they performed onsiteAll paver are set in DGA and sand I know because I was around when we first did this projectNot sure what happened to the edge restrains in those picturesWeathering permitting we need it to be dry to pickup the pavers and re-grade themI will come out with my guys to supervise their work this time so there is no communications issuesSorry for the confusion my guys told me that they picked up the pavers and lower them below the window well seems I have gotten wrong information we will warranty our work.Am out of town the rest of this week if it does not rain we can come out next week and fix the problem.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At this time, the only acceptable resolution is a refund that will allow us to hire a reliable contractor to relay the pavers below the window well Despite the business owners claim that work has been done by them, I can provide a current picture showing this is not in fact the case I will also clarify that we have not asked PaveMasters to do any repair work on our basement or window well We have not discussed or been advised by them of any cracks in our basement We are only interested in having the pavers installed correctly below the lip of the window well and for them to be graded to drain away from the house.I have text messages, e-mails and video shared with the company in April I contacted PaveMasters immediately after the saturating rain that filled our window well with water due to the pavers forcing the water to drain towards the window The water never drained to the drain we paid to have installed We continued to contact them through the summer by email and phone in hopes we could address the issue and correct the drainage problems I believe those emails show we were frustrated but willing to be patient Eventually, it became obvious, despite their acknowledgment of the drainage issues, we were not a priority By this time they had actually removed some of the pavers around the window well and we had a partially torn up patio. At some point, I believe in August they stopped answering or returning our calls. We sent a letter at the end of that month requesting they address the issues within days We had asked them to contact us first, but they just showed up one day My husband came home from work and was present as they hammered on the pavers and adjusted the grade in that way They did not remove the pavers They did not set them below the lip of the window well In fact they said they would return the next day to bring sand, but they never returned The pavers around the window well are merely sitting in a little sand and can easily tumble into the window well I can provide photos or a video to show that to be the case.We attempted to contact them again by mail and did not receive a response A lawyer we had contacted also sent a letter and no response was received I also want to clarify another point We expressed concern about the drainage before the work was completed We did not believe the water would drain as they described towards the drain we paid to have installed ***, *** and *** were present that day as we expressed our concern We also had guests in town who can confirm they also were aware of our concerns and discussed them with the PaveMaster contractors present I was assured that the work was guaranteed for a year I have written documentation that the work was guaranteed for a year PaveMasters has not honored that guarantee
Regards,
*** ***

Today is the first day Ms*** received Revdex.coms correspondencePave Masters company came out and took care of her complaintIssue resolved and she is satisfied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and address the drain issue and reseeding as well, and, if it does, will consider this complaint resolved.This has been our desire for all these months to have the pavers removed, the ground regarded and the pavers to be re-installed.I would like to be notified of an exact date for the job to begin and to discuss in person or over the phone the exact details- the drain installation still needs to be addressed as it is useless where it is.  Perhaps it can be moved a few feet and actually provide some drainage off the other side of the pavers. It is my hope and understanding that this project will be completed in the next 30 days.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all, I would like to stop discussing the basement.  We have not requested any repairs on the basement nor do we feel like any or needed.  We are discussing the pavers and drain installed by Pavemasters.I wish I was one of the happy customers and I do not dispute that there are happy customers, but I paid over $2000 for this patio and it has been a nightmare and an eyesore.The problem is and has always been that the pavers are not installed correctly.  They are placed too high and the grade is off.  The drain is useless.The patio was warranted (in writing) for 12 months and that was a very important factor in our willingness to make our final payment as we were unconvinced the drainage was correct from the very beginning.  We expressed our concerns as the patio was being installed.  We were not convinced about the drainage flowing as described.  Our house guests at the time can attest to these concerns.  They were with us as we discussed our concerns with [redacted], [redacted], and [redacted]. The warrantee was the factor that convinced us.  We were assured that they stood by their work and would fix any problems.I contacted Pavemasters in April (I do have texts and emails to verify) because the patio was draining towards the house and not towards the drain (I have video to verify).  That is about the 6 month point.  If I had contacted them in the 11th month it should not have mattered because this was a 12 month warrantee.The drain was never discussed as a "free" option.  All along we had discussed the patio and the drainage. Installing the drain was part of the quoted project from the  very beginning.  It is currently a useless feature as the water does not drain to it as contracted.Crews have shown up and hammered on the existing pavers, but I still have pavers installed incorrectly and too high.  I have pavers sitting on top of dirt and not set in any way.I have provided pictures of my patio pavers in their current state.  I do believe they illustrate that the patio is not acceptable or even safe as loose b[redacted]s surround the window well.  I know you must be capable of good work if you have so many satisfied customers, but I have not received it.  If you are willing to communicate with us on taking up, re-grading and re-installing the patio we will go ahead in good faith with you and even sign a waiver upon completion.  There are important details like setting an exact date, discussing the grading, using polymeric sand as was used initially, addressing the drain and its relevance (will water actually drain toward it?) and re-seeding that I feel like need to be discussed as part of the project.
Regards,
[redacted]

Sorry for the late reply was out of town for several weeks. The problem was not with our project but with a push down sprinkler head from our equipment being used on site. My guys went over there several times to fix but no one was home and they did not know where the sprinkler head was located to...

fix. After getting back in town I personally went over to the customers and the problem has been resolved. In fact we are going to add more grass seed and straw to several areas to fix other issues. [redacted]