Initial Business Response /* (1000, 8, 2016/11/14) */
We do not provide warrantee for recaps or for patches. We also do not provide warrantee for driveways with 18 wheelers parking on them.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/17) */
(The consumer indicated he/she DID NOT accept...
the response from the business.)
Dr. Driveways response is unacceptable. I have a receipt stating there is a 2-year warranty, it does not clearly indicate what is or is not covered under warranty. The initial job that was to be done included tearing out bad spots that had rocks lifting which is an 8x10 area beside the front of our neighbours garage, our back pathway, recapping with tack the front walkway as well as recapping an area with tack approximately 5x25 directly beside our house by the back doorway, this was all initially discussed between [redacted] and [redacted] from Dr. Driveway. Upon arriving at our house this company should never have started the work because the asphalt was not hot enough to work with and they had to heat it with propane torches in order to get it to the proper temperature. [redacted] The first issue is a cut out was made in the wrong spot on our driveway, a thin layer of asphalt was put down trying to correct their mistake, that area is lifting in various spots since there was no tack placed for adhesion. The front walkway was recapped without tack and is also lifting. The area beside the house that was to be recapped so water would run away from the house, was also put down with asphalt that was not hot enough and again with no tack. It is my understanding for new asphalt to adhere to old asphalt tack must be used, this was explained to us by [redacted] before work commenced but was obviously not incorporated into this project. As far as the [redacted] explanation of warranty not being honored because of an 18-wheeler truck being parked on the driveway, there is absolutely no credibility to that statement. The only area the tractor trailer is able to drive and park on, the repair job was adequate; the asphalt used on that spot was also cold and had to be heated on the dump truck before being put down so the asphalt itself is flaking away because it didn't stick. Secondly, the truck that is being referred to is not able to access or park on any of the other areas that were supposedly fixed, for example the walkways and area directly beside our house. The entire job would have been fine if hot asphalt and tack were used but because they were not there is flaking away and lifting of the asphalt, pictures and videos can be provided. When [redacted] and two other employees showed up to our house on August 11, 2016, [redacted] (after my calling the company several times since May/June 2016), [redacted] took the time to talk to them and it was discussed how tack was NOT used, [redacted] admitted to the fact and gave an explanation of how they would rectify this problem and that they would return to complete the work. That was over three months ago, since then they have not returned, and over 15 phone calls have been made and messages left on the Dr. Driveway phone number [redacted]. We are completely dissatisfied with the workmanship and lack of customer service this company portrays. A refund of money is the only option we can see that will resolve this problem as it will have to go towards the cost of fixing the problems yet again next year by a more reputable dependable company.
Initial Business Response /* (1000, 8, 2016/11/14) */
We do not provide warrantee for recaps or for patches. We also do not provide warrantee for driveways with 18 wheelers parking on them.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/17) */
(The consumer indicated he/she DID NOT accept...
the response from the business.)
Dr. Driveways response is unacceptable. I have a receipt stating there is a 2-year warranty, it does not clearly indicate what is or is not covered under warranty. The initial job that was to be done included tearing out bad spots that had rocks lifting which is an 8x10 area beside the front of our neighbours garage, our back pathway, recapping with tack the front walkway as well as recapping an area with tack approximately 5x25 directly beside our house by the back doorway, this was all initially discussed between [redacted] and [redacted] from Dr. Driveway. Upon arriving at our house this company should never have started the work because the asphalt was not hot enough to work with and they had to heat it with propane torches in order to get it to the proper temperature. [redacted] The first issue is a cut out was made in the wrong spot on our driveway, a thin layer of asphalt was put down trying to correct their mistake, that area is lifting in various spots since there was no tack placed for adhesion. The front walkway was recapped without tack and is also lifting. The area beside the house that was to be recapped so water would run away from the house, was also put down with asphalt that was not hot enough and again with no tack. It is my understanding for new asphalt to adhere to old asphalt tack must be used, this was explained to us by [redacted] before work commenced but was obviously not incorporated into this project. As far as the [redacted] explanation of warranty not being honored because of an 18-wheeler truck being parked on the driveway, there is absolutely no credibility to that statement. The only area the tractor trailer is able to drive and park on, the repair job was adequate; the asphalt used on that spot was also cold and had to be heated on the dump truck before being put down so the asphalt itself is flaking away because it didn't stick. Secondly, the truck that is being referred to is not able to access or park on any of the other areas that were supposedly fixed, for example the walkways and area directly beside our house. The entire job would have been fine if hot asphalt and tack were used but because they were not there is flaking away and lifting of the asphalt, pictures and videos can be provided. When [redacted] and two other employees showed up to our house on August 11, 2016, [redacted] (after my calling the company several times since May/June 2016), [redacted] took the time to talk to them and it was discussed how tack was NOT used, [redacted] admitted to the fact and gave an explanation of how they would rectify this problem and that they would return to complete the work. That was over three months ago, since then they have not returned, and over 15 phone calls have been made and messages left on the Dr. Driveway phone number [redacted]. We are completely dissatisfied with the workmanship and lack of customer service this company portrays. A refund of money is the only option we can see that will resolve this problem as it will have to go towards the cost of fixing the problems yet again next year by a more reputable dependable company.