Unilock New York

Review: My wife and I, shortly after purchasing our home, conducted a great deal of research on brick pavers in preparation of a patio and raised patio being installed in our backyard. Based on the research that was elicited (online, product catalogs, etc.), it was determined that Unilock would be the product of choice. Further, after viewing the products both in person and online/in catalogs, we decided the Brussels Block ([redacted]) would be the particular style that we would use. We used a contractor that was authorized to install Unilock products to ensure a seamless process, and even had one of the Regional Representatives from Unilock stop by the job site to ensure the project was to their specifications. To our dismay, the look of the paver soon began to deteriorate, in that a myriad of black tar-like pigments and pebbles began showing on the surface of our entire patio. Further, there were a number of pavers that seemingly took on the appearance of a graded look (similar to when a roadway is graded down prior to being resurfaced). We began reaching out to Unilock and detailed various representatives, Managers and Customer Service associates. Despite a number of these appeals and pleas for assistance in rectifying the aforementioned issues, Unilock has yet to make good on the defective product. Furthermore, which is further insulting as a customer, one of their Managers noted that these flaws/defects should be expected and that we should likely expect to only get another 7 or so years use/life on the Product. I am appalled at the fact that Unilock boasts about the viability of its products and readily promotes its 'Lifetime Guarantee' on their website, product literature and in verbal conversations, yet, in practice, they not only fail to adhere to this, they neglect to even make an effort to address the customer service issues that result.Desired Settlement: Given Unilock readily advertises and promotes their Lifetime Guarantee on their products, I am respectfully requesting that they provide a replacement of the pavers that we purchased.

Consumer

Response:

At this time, I have been contacted directly by Unilock New York regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The [redacted] for Unilock indicated that he felt their warranty does not cover the change in composition of their materials.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are in receipt of the subject complaint. I have turned this matter over to our [redacted]. He is gathering the facts and we will get back to you with a final response.Thank you for your patience. Please feel free to contact me with any questions.[redacted]

Business

Response:

I am writing you with an update to the subject complaint. Our [redacted] reviewed this matter with our [redacted] and the [redacted] who covers the Long Island region. We have reached a compromise with the homeowner. The issues that the homeowner experienced were not a product defect and therefore not covered under our lifetime warranty. However, we have agreed to provide the homeowner with replacement product, the cost of installation is to be covered by the homeowner. If you have any questions please feel free to contact me.