Suburban Asphalt

Back on November 4th we responded via Web Form, I apologize for any inconvenience that you didn't receive it. (Please see the attached)We have contacted Mr. [redacted] and have agreed to go back to his project and complete the work requested from his complaint.  We should have this all resolved...

within the 2014 asphalt season (November).

WOW! What a GREAT Company!
Recently I contracted Suburban Asphalt Co., Inc. to reseal a 14,000 square foot residential asphalt drive-way. They did an excellent job at a very reasonable price and merit a high recommendation for that alone. Shortly after my job was completed, however, a visitor's automobile leaked a considerable amount of engine oil on my freshly finished surface. To make matters much worse, the car's tires ran over the pool of oil and tracked it for more than 100 feet up the drive. Every few feet there was a tire track. My problems were only beginning, however. I decided to use a liquid product for removing oil from asphalt...unfortunately it removed the black seal as well. Now having a major problem, I phoned Josh at Suburban Asphalt in order to enquire if there was a product that I could purchase to "paint" over the many stains. He immediately informed me that he would send out a technician to repair the problem...AT NO CHARGE! I still am overwhelmed and truly appreciative of that incredible level of customer service!
Before retiring I was the CEO of a service company with hundreds of thousands Wisconsin clients so I believe that I know and can appreciate customer care. Suburban Asphalt Company, Inc., exemplifies the highest standard of customer satisfaction and professional excellence...they should be highly congratulated!

Review: On or about May 12, 2014, Suburban Asphalt Co, Inc replaced the entire asphalt drive at [redacted] per contract with the [redacted] Condominium Owners Association. We followed that up with a request for a bid to complete some additional work. The representative came out to determine the scope of work to be completed, at which time I asked him to look at an area in the less than month old drive of about 3 feet by 4 feet that was showing signs of sinking and a crack was appearing in the depression. I asked him to report that situation to the company for repair under warranty. He informed me he would need to discuss the matter with the original contract representative . A few days later the representative called to follow up on his bid having been received received for the additional work and I again asked him if he had discussed the damaged area with the appropriate representative. He responded that either the contract writer or a member of the original job crew would be coming out to inspect the damaged area and propose what measures could be taken to repair the drive. I heard nothing further. On September 7, 2014 I wrote a letter to the company, asking them to respond to my request for repair of the damaged area. About a week later, without notice, I observed a representative of Suburban Asphalt out walking on the drive looking over the job. I went out to meet him and point out my concern. As I pointed out the damaged area he became very defensive and stated that if the depression did not meet a ½ inch threshold the company was not responsible to repair it, however, said that a hot asphalt mix could be put into the emerging crack. As I inquired as to proposed repair of the sinking, he asked me if it was more than ½ inch. I told him I didn’t know since I had no way of measuring that. He returned to his vehicle and got a long level and placed it on the depression. It appeared to me the center exceeded the ½ inch guideline significantly so I indicated I felt according to his stated standard it met the criteria for repair. At that point, the representative indicated, without any basis in fact, I most likely had parked a large truck on the spot causing the damage. I own no such vehicle and had no vehicle deliveries on the drive to cause such a depression. He then inferred we were trying to take advantage of his company. In what way I have no idea. We weren’t asking for a completely new drive, only a repair section of 3x4 feet. I informed him that I felt we were the customers and deserved a better response and attitude from him than he was demonstrating. He walked away and returned to his vehicle and left without any offer of repair or further discussion. I felt he was angry at our association for no reason and should have at least offered to reasonably repair the damage to a drive only a few months old. I waited to know in hopes he would reconsider and make the necessary minor repair.Desired Settlement: Repair the area of about 3 by 4 feet that is sinking and cracking.

Business

Response:

Back on November 4th we responded via Web Form, I apologize for any inconvenience that you didn't receive it. (Please see the attached)We have contacted Mr. [redacted] and have agreed to go back to his project and complete the work requested from his complaint. We should have this all resolved within the 2014 asphalt season (November).

Review: * contacted Suburban to quote replacing our driveway, in September, because we need to have it re-pitched to avoid having water coming into the garage.

The representative assigned was "[redacted]".

They provided a quote for $4,900 to do the work, the contract includes an item checked named "Shaping and Grading".

We signed the quote and returned the required down payment 1/3.

At the end of October I got a call from [redacted] telling us that they had the engineer look at our driveway and that they are going to need to re-pitch our driveway, costing an addition $1,000. I expressed my surprise and concern, given we asked for a quote to re-pitch the driveway. I also mentioned that it includes shaping and grading and was told that does not mean re-pitching. I said that they need to find a way to do the work I asked for at the quoted price or return my down-payment since the misrepresented the work. [redacted] said he would check and get back to me.

They did not respond.

I called the week before Christmas and spoke to the person answering the phones. She said she she would talk with [redacted] and call me back and that if I did not hear I would get a refund of my downpayment.

They did not respond, again.

I called on 2/7/14 at 1:30pm and spoke to [redacted]. She said she would talk with people and get back to me.

It has been a number of days since then with no response.Desired Settlement: I would like them to issue a cashiers check to me for the downpayment amount and cancel the contract (as it is not what I asked them to sell me).

And I would like to pick up the payment at their office.

Business

Response:

I received the complaint filed from [redacted] in the mail today. We did issue him his refund back in the amount of $1,634.00 on Feb. 21, 2014 (Check #119450) & it did clear my bank on March 4, 2014. I apologize for any inconvenience along with the delay on payment, we are shut down January thru March & I'm only in once a week on those off months.