Complaints

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PaverScapes did a brick paver driveway for us in 2020. The work was 100% guaranteed for life not to have weeds grow or ants come up through the pavers. The day the driveway was being sealed it began to rain and instead of stopping, the crew continued in the rain. As a result, the Polysand never set properly. The owner had explicitly stated that the conditions must be dry for the proper setting of the material. The next summer weeds grew through the pavers. We contacted PaverScapes to have them reseal the pavers. That summer came and went. The first excuse was he would redo it when he had another job in the neighborhood. We spoke to him when he was here in the neighborhood and he again said that he would fix it. That was in February 2024 and we still haven't had any resolution. We are still waiting for him to stand behind his word.

  Business response

  04/25/2024

  We completed Mr. *********'s concrete paver driveway and walkway project on November 9th, 2020.  After the completion of the concrete paver installation, we installed polymeric sand in the joints for joint stabilization and to prevent ants and weeds.  Unfortunately, it started to rain during the installation of the polymeric sand as our crew worked to finish his project so he could use his driveway.  It was over a year thereafter that we heard from Mr. ********* that he had a few small areas that were showing weeds and ants.  I assured him at that time that when we had another project on Folly Beach that I'd have the issue addressed.  We don't complete a lot of projects on that side of town, and a 45-minute drive one way from Mount Pleasant to Folly Beach was a logistical issue with where we do most of our projects (Mount Pleasant, Isle of Palms, Sullivan's Island, and Daniel Island.)  As I stated to Mr. *********, I am a man of my word, and it will be taken care of one way or another.

  When we finally had another project in his neighborhood earlier this year (January 2024), I spoke with Mr. ********* and told him that I would reach out to our supplier regarding the polymeric sand issue so they could go by to look at it.  As we all know (and I stated this to Mr. *********), there are tolerance levels for every product made and we just might have had a bad bag sold to us we didn't know until he called.  In the same January 2024 conversation with Mr. *********, I told him that in order to pressure wash his driveway and complete the polymeric sand reinstallation in the same day, it would be better to wait until the weather was hot (sustained in the upper 80's to low 90's) so it would dry quickly so the polymeric sand installation can be completed the same day.  Explaining further the logistics of trying to do this for him in one day, instead or two.  For the record, since that conversation in January we have had 18 rain days and over 15+" of rainfall in the Charleston area, so there was no way to it prior to this email response.

  As I stated earlier in this response, I am a man of my word and have had a A+ rating with the BBB since I started my company in 1999 because I keep my word.  I look to keep it that way too. 

   

  Side note:  I want to correct an erroneous statement that Mr. ********* made.  I never said or stated in our contract that the products we use have a "lifetime guaranty".  We only offer a 1-year warranty on workmanship and installation, but that doesn't include the products we use since we can't control how they are made.  I never misrepresented myself or any of the products we used to complete his project.  They all have tolerance levels of failure, and this is such a case of product failure.

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