Complaints

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ************************************************ installed a patio for me 2 days prior to Hurricane ***; I evacuated for the storm and came back to a completely flooded section of my home despite minimal rain in ***** compared to typical hurricanes. We reached out to ** to provide a solution and he blamed our gutter downspouts despite it being obvious to the eye his patio is pitched TOWARDS the sliding glass door at the back of our home. ** claims the patio was measured and sloped properly to ensure proper drainage but has failed to show me his method of doing so when requested. We had his supplier Old Castle come out and inspect the patio as advised by another one of his customers & noted another customer had the exact same flooding issue. ** installed a 1 inch drain in response to this but as his other customer said, the drain is completely inadequate. December 14th, 2022 - the patio flooded again and seeped in my glass door which we have video evidence of clearly showing the lack of proper drainage. This was as a result of perhaps a ********************************************** the patio will flood our home every week during the summer months. I called ** to explain the obvious issue with the patio verified by his supplier. Again, ** blamed my gutters and the fact I did not pay him an additional $2,000 to install a french drain. December 17th, 2022 - ** assured me he would come out to look at the patio and again show me that it is sloped correctly - he did not show and has been unresponsive to my attempted contacts ever since. This has cost us more than $7,000 in floor/drywall restoration which is more than the original cost to this job. Again, I want to stress that ** will likely respond saying we chose not to alter our downspout or pay him $2,000 to install the french drain. His supplier and any inspector will confirm the patio is indeed not sloped properly and we believe it should not cost extra to have a patio not flood your home every time it rains.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We hired Ed F******** with Ultimate Pavers to excavate an existing concrete driveway and install a new driveway using Belgard pavers and install a small patio in the back yard at our residence. The pavers were ordered in Aug '21 and driveway was installed Jan '22 and patio two weeks after. Ed assured us the base material and thickness was adequate for the driveway application. Within three weeks of the installation it was apparent the base on the driveway has failed. The pavers are shifting and sagging. There are additional problems with the patio installation as well. I contacted Ed several times via phone and text but he would not respond. I asked the manufacture, OldcasteCoastal, to inspect the installation and after their inspection, 100% agreed the application was not up to code and the base needed to be thicker with the only means of repair was to redo the application with a thicker base. After OldcastleCoastal contacted Ed, about three weeks later he responded with a text on April 25th, 2022 and indicated he would be out to repair the driveway within a few weeks. As of June 13, 2022, he has not repaired the driveway nor has he answerd any of my texts or phone calls. Obviously Ed has no intention of repairing this installation or even discussing the issues which leaves us no alternative but to seek legal action.

  Business response

  01/01/1900

  Business Response /* (1000, 7, 2022/07/01) */ This response was taken verbally by the BBB: This has been resolved at this time. Consumer Response /* (2000, 9, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received a text from Ed early 6/21/22 wanting to perform the repairs on the driveway. I was not home when his team arrived and noticed via security cameras they were only starting to work in areas where the failing base was most apparent which is the area where my F250 is normally parked. I called Ed to indicate the base on the entire driveway was the same therefore would also fail and the entire driveway needed to be addressed. He agreed and his team removed the pavers, added additional base material, and reinstalled the pavers. I do not believe Ed personally inspected the installation before the repairs started and more than likely did not inspect the installation after the repairs were completed. Unfortunately, after the team worked on the base, there are still various paver heights and variable paver spacing over the entire driveway which is not due to variances of the Belgard pavers directly. I am not optimistic we will not see more issues with this installation. Ed never directly called me to discuss the driveway or patio installation issues but I am familiar with the lack of communication dealing with Ed therefore was not surprised. We accept the point Ed addressed the failing base concerns on the driveway which was our main concern but due to the lack of communication on all accounts, I would sum the entire experience up as unsatisfactory.

  Business response

  07/01/2022

  This response was taken verbally by the BBB:
  
  This has been resolved at this time.

  Customer response

  07/05/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received a text from ** early 6/21/22 wanting to perform the repairs on the driveway. I was not home when his team arrived and noticed via security cameras they were only starting to work in areas where the failing base was most apparent which is the area where my F250 is normally parked. I called ** to indicate the base on the entire driveway was the same therefore would also fail and the entire driveway needed to be addressed. He agreed and his team removed the pavers, added additional base material, and reinstalled the pavers. I do not believe ** personally inspected the installation before the repairs started and more than likely did not inspect the installation after the repairs were completed. Unfortunately, after the team worked on the base, there are still various paver heights and variable paver spacing over the entire driveway which is not due to variances of the ******* pavers directly. I am not optimistic we will not see more issues with this installation. ** never directly called me to discuss the driveway or patio installation issues but I am familiar with the lack of communication dealing with ** therefore was not surprised. We accept the point ** addressed the failing base concerns on the driveway which was our main concern but due to the lack of communication on all accounts, I would sum the entire experience up as unsatisfactory.

  Customer response

  10/14/2022

  *********************** with Ultimate Pavers sent his crew to repair the driveway on 06/21/22 and the base continues to fail.  Several industry experts reviewed the installation on the driveway and backyard patio and all agree there are several installation concerns with both installations.   It is now evident Ultimate Pavers cannot repair the driveway to meet **** installation specifications therefore I have reached out to another paver company to remove the existing driveway pavers and install the base and reinstall the pavers following **** specifications.  The backyard patio has to be completely torn out and rebuilt but is secondary to the driveway.  This driveway is critical and the repair has been quoted for over $3,000 which includes labor and materials.  I am not requesting Ultimate Pavers try another attempt repairing the driveway or patio but I am requesting reimbursement for labor to hire another company for the driveway repairs.  I am requesting $2,800 reimbursement from Ultimate Pavers to go towards labor to hire another company to do the driveway repairs.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ed (The owner of Ultimate pavers) took a deposit of $10,000 to change our driveway pavers on July 2021. He never delivered anything until now and he stopped answering our phone calls. Last 2 updates from him was in 02/11/2022 that my materials arrived (as what he said before, materials was delayed because of covid) and he will install them within 2 weeks. the last contact was 2 weeks ago when he told me that he needs to open a ticket with 811 to mark the cables under the driveway (not sure why he waited that long to open a ticket specially he knows we r waiting those pavers for over 8 months now) Since then he never called back or answered our calls. What we need is to either install the pavers or refund back our money.

  Business response

  03/25/2022

  Consumer Response /* (2000, 6, 2022/03/21) */ Hello, I received a call from Ed on Friday evening that he will come tomorrow ( Tuesday March 22) to start the installation. at this time, lets keep this complain on hold until he finish the installation this week. Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩