Richards Paving, Inc.

I was very unpleased with the customer service. We spent more than $2k to have a driveway tear out and re-lay down in April 2014. We contacted the company in March of 2015 before the 1 year warranty was to expire to have them check on the driveway because of the winter weather and the significant frost heave that we believed we experienced. The company did come out to assess but, much to our shock, their only response was that the driveway needed a seal coat, and it should have been seal coated within 90 days of the new driveway being laid. If that was the case, why weren't we told that? Why wouldn't they just have scheduled that service when we spent over $2k on the new driveway/signed that contract? Surely we would have spent another $250 to get the timely sealcoating and protect our investment in the new driveway. Upon being advised this, we signed a contract on April 14, 2015 for a seal coating. As of July 17, 2015 it's still not done. Some other examples of poor customer service along the way are as follows. After being advised on at least one prior occasion that it would be done but it wasn't, we were last advised on July 2nd, that it would be done on July 7th. It was not done and no phone call was made to advise us that it wouldn't be or to reschedule it. We called the company to follow up on July 17th, and spoke to the "owner's wife" who did nothing but point out that some handbook allegedly advised us of the 90 day sealcoat need (which, candidly, was no longer our issue because what's done is done, but rather just something we raised in the context of inquiring why the sealcoat still wasn't done for us after having booked in April 2015), and then she interrupted to point out that while we signed in April, sealcoating didn't start until mid-June so it hadn't been that long. However, what she didn't do was speak to why ours was still not done and why we didn't get a call regarding the July 7th scheduled date. All said and done, it was a frustrating customer service experience, had a 'used car salesman' feel since we kept getting strung along, and we cancelled our agreement and moved to another vendor.

Review: On6/14/13 contracted contractor to seal coat driveway. Several spots were missed, they had to return a second time to correct. Coating wouldn't dry & sales rep. said the coating was applied when the humidity was too high & they would return weather permitting to recoat. Several emails & phone calls have gone unanswered. They have shoddy sales reps. & very unethical customer service. The coating has come off or worn away, there are tire tread marks in driveway & the coating from the tires has stained the garage floor. They haven't honored a signed contract dated 7/28/13 stating they would return to correct the problem.Desired Settlement: Work wasn't done correctly twice - don't want them back a third time. I want my full refund of $395. & $250 to power wash the garage floor that's damaged

Business

Response:

Good Morning Revdex.com,

Our Sales Manager, [redacted], scheduled a visit with [redacted] on May 12, 2014. After meeting with [redacted] she agreed to let Richards Paving come back in July or August ([redacted] chose this time frame) for us to come back and re-sealcoat her driveway (at no charge, of course).

Please let me know if there is anything else you require of me, as it is very important to me to maintain my A+ rating with the Revdex.com!

Review: [redacted] Paving was hired to pave the driveway of our business. There were to fill in low spots and garde as best as possible with no guarantee of 100% drainage. They did the work and there are some small areas of puddling which is acceptable, but where the lowest spot I had in the drieway was, they did not put in enough fill and it is 5 inches lower than the rest of the job causing a large body of water to accumulate towards the fromt gate. When I requested help the Salesman came out and said it was definetly a low spot. By the time Mr. [redacted] responded, months later, we were told we need a drain. Total malarkee. All we wnat is to have the low area topped off but they are not interested in assisting with the issue and have let it drag on and on despite repeated e-mails asking for a resolution.Desired Settlement: We would like the low area fixed so that it does not hold that amount of water. It does not have to be bone dry but it also cannot be the lake it is now.

Business

Response:

We were contacted on February 20, 2014 by [redacted] of BFM to install a new driveway where he had existing stone at the time. [redacted], Commerical Estimator for Richards Paving for over 20 years went out the following day to meet with [redacted] to discuss the project and determine the scope of work and price. While walking the site with Mr. [redacted] it was explained to him the alley way was lower than the entrance and if we paved that area it would not drain.A contract was sent to pave 3 areas. The price was broken out for each area. The Contract was dated March 4, 2014. The contract had a note which stated, "Note: 100% drainage not guaranteed. When paving over cobble stones reflective cracking will occur".The contract did not have any references to grading. Option 1 and 2 were selected and a new price was agreed upon. This contract was dated March 5, 2014. The contract stated: "Note: 100% drainage not guaranteed. When paving over cobble stones reflective cracking will occur". The contract called to prefill low areas and pave with 2.0 inces (compacted) wearing course asphalt.The contract had no references to grading.The work was preformed on March 20, 2014 and completed in one day. Payment was made upon completion.[redacted] contacted [redacted] in August of 2014 to have him come out and look at an area that was holding water. [redacted] went to the site and reviewed the area holding water. At that time, Don was informed Richards Paving, Inc. was not sure they could do anything to correct the ponding and could make it worse by adding additional asphalt. Pictures were taken and reviewed by Richards Paving Owner, [redacted]. Richards Paving, Inc. determined that a drain would be needed to correct the drainage issue. [redacted]was informed this on September 18, 2014 via email and a phone conversation between [redacted] and [redacted]. At that time, [redacted] did not feel a drain was needed and insisted additional asphalt would fix the problem. Don requested the owner review the job. On October 24, 2014, [redacted], Owner of Richards Paving, Inc. responded to [redacted] via email that we could not fix the problem by adding additional asphalt. Attached please find pictures and contracts for this job. We have many more pictures we would like to attach, but it's only allowing us the 1 we've attached. Please advise how we can forward the other pictures.Best Regards,[redacted]

Consumer

Response: