ComplaintsforSystem Pavers

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reached out to System Pavers over a driveway and walkway project. The sales rep came over and delivered his sales pitch. Now I knew that they werent the cheapest but I heard him out and he gave us a bid for for the project. It was higher then competitors but the work was warrantee for 25 years so we felt it was a solid investment and stood by their product. The price was presented and it didnt break down products and labor it was a magic number pulled from who knows where .. he wanted our business and did discounts to lower the price to a number we could manage. Now I signed the contract and we planned a date. The issue is that its a small project - under 450 sqft and they werent cheap for 45 bucks a sqft! So here is the issue - our faux wall made of wood fell so we decided to call our sales rep and ask to add 75 sqft to they project scope - to make up for the broken/fallen wall and complete the look of the project. Now I was told that he would honor the discount - that discount made the project 45 dollars a sqft this is high for competitors charge 17 to 25 a sqft but the promise quality .. so given our poor luck with the wall I explained out issue and that we want to add 75 sqft given that we were in bind the price we were given was 66 dollars a sqft I was surprised and asked why so high for such a small space and noted that his original bid / main contract was at 45 sqft after discounts and his response is that you cant go by price per sqft!!! Now lets be clear price per square foot is an industry standard that averages out the cost of materials, labor and profit... but the issue stands that we are already under contract and in need of amendment / add on the price per square foot is based on his sales goal for the month or visit !! And NO he didnt honor the discount because that would have been 45 a sqft not 66 ( a 21 dollar increase per squad foot ) !! Its ****** outrageous and smacks of exploitation of client in need once you have them!! Shady business!!!!

  

  Business response

  02/06/2024

  Hello ****************, my name is ***********************. Im a Construction Manager with System Pavers, and we recently received a notice from the BBB. I left a voicemail with you yesterday, 2/5. Today, 2/6, I emailed you with all my contact information in hopes that I will hear from you soon. We believe that the quote you received was an error and we hope to resolve this matter promptly. Please reach out to me directly so we can set up a meeting to go over your project and hopefully resolve these issues. My phone number is **************, and my email address is nick.*******@systempavers.com.I look forward to hearing from you. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The agent *************************** promised a refund of our down payment amounting to $3545.60. It has been six months and we have not receive anything. They are not answering our calls and no call backs to any of our voicemail. We also tried contacting the manager but to no avail. Please help us get a refund they promised.

  

  Business response

  12/19/2023

  Mr. and *********************, we reached out to you directly by phone last week and confirmed that we have returned the deposit in full. We have also emailed you the receipt to show that the deposit was returned to the proper account. Thank you for your understand and at this time, we consider this complaint satisfied.
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a deposit of $6077,00 in June of 2023 and system pavers never did the work. I contacted them many times and they refused to refund my money. I've contacted my credit card company and there is nothing they can do. I want a refund for the deposit.

  

  Business response

  12/06/2023

  We have reviewed this complaint and we will be refunding this customer deposit within 10 business days.

  Customer response

  12/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with System Pavers on 8/30 for a backyard project that was scheduled to begin on 10/2. A week prior, we were informed by the Salesperson/designer and the Project Manager that a significant portion of our project could not be done due to the foundation. While we begrudgingly agreed to move forward, the designer made major mistakes to the measurements and began changing the materials we ordered:- Quoted us for demo work that could not be completed due to the foundation and yet only offered credit for materials - Ordered and installed the wrong caps to the pony wall. We were not credited for the wrong materials.- Gave us 7ft planter space instead 3ft - we were asked to pay more for this even though it was their mistake - Ordered the wrong refrigerator - after multiple requests they finally ordered the correct one.- Golf lights are not visible. They claimed it was due to the transformer which was replaced but still do not light up.- Did not install fringe around putting green and will not credit us - Counter tops arrived broken and will not work with us on ordering the correct counter tops. We agreed to go with the smaller pieces but as of today, it is still not installed. We've been waiting for 4 weeks and no response of when it will be completed.- Contractors left a mess in our driveway and on the street and did not clean up. We asked multiple times for the porto potty and pallets to be removed. They were removed 3 weeks after they stopped working.- Contractors dumped rocks right on top of our river rocks and front yard pavers, we are still waiting for the river rocks to be replaced.As of today, 11/20, contractors have not completed the work and keep postponing the counter tops. They forced us to use materials we do not want and when we agreed, they refuse to credit us and have still not completed the work. This was supposed to be a 3 week project and we are now going on 7 weeks. We contacted Construction and Sales Manager to no avail.

  

  Business response

  11/22/2023

  Thank you for taking the time to meet with us today, ***************************** to go over the punch list and discuss the project completion timeline. We have a goal of completing the work as soon as possible as well as addressing any credit for work that was on your contract but not performed.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday October 20th 2023, ***************************** (representative of System Pavers) came to my house to quote me on some work. I put down a deposit $3,148.00. On Sunday, I reviewed the quote with my husband and he suggested I get a few more quotes, System Pavers quote was surprising expensive. On Sunday, October 22nd, I sent System Pavers "NOTICE OF CANCELLATION". I faxed the notice, emailed, and messaged ****, etc. They have a ***** number to contact, I keep calling to request status of my refund deposit. They did confirm the "NOTICE OF CANCELLATION" was received and a manager will contact me within 48 hours.. CRICKETS!! I cannot seem to speak with anyone. I contacted **** regarding refund. **** stated he has nothing to do with accounting but will send him a message for his manager to contact me. So here I am.. Based on this experience with System Pavers, I will NOT select them to do the work needed at my home. It is IMPOSSIBLE to contact anyone to assist me and tell me where is my refund!! The answer I get is, we will have a manager call you .. then CRICKETS!!

  

  Business response

  11/15/2023

  Our sales Manager has reached out to the customer to let them know that the refund was processed on Monday and they should be receiving it shortly.

  Customer response

  11/16/2023

  Today is November 16th. A manager contacted us and told us that he had our refund check in the office. That he would drive over and deliver it. We contacted the system pavers for an update and still no refund.. 

  

  Business response

  11/20/2023

  The deposit has been processed for refund on 11/14. We have confirmed that the check was delivered via ACH back to their bank and have reached out to the customer to let them know.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a driveway installed with this company a few yrs back. The driveway has been repaired several times including most recently a complete redo of the base and pavers being laid again. The problem of the pavers becoming uneven, sinking, and misaligned has again begun. To the point that our neighbors are pointing it out to us. I again went through the process of contacting the company and requesting a crew come fix the issue. Very similar to last time I have now run into a failure of contact by the representative working with me. This is the SECOND time I have had to file a complaint with the BBB about this company and this exact issue. I am beyond disheartened about the service being provided on our warranties product and find it very disturbing that such a large company continues to play these games of being non responsive. I am requesting the BBB assist in getting the company regional manage to contact me again and get this warranty and on going issue with our driveway fixed for good. Several of our neighbors have paver driveways put in by other companies with NO similar issues. Please have System Pavers have a person that will be responsive and get this issue fixed!

  

  Business response

  11/13/2023

  We met with ************** On Friday 11/10 and have discussed the repairs that are needed and will begin the repairs next week once his other construction project has completed.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've tried for a month to get a referral bonus due of $500. My neighbors, Audie and Susan Chang put pavers on their driveway after I referred them. They told their designer and he submitted the request and I also received a phone call from Ryan who handles the referral bonus submissions. I was told the delay is in their southern CA office and I would get a check next week, same story I've been told for a month. This may not be an issue with the Fremont office, not sure, but it's an issue with a significant delay in getting what they promised, a referral check that I'm due for $500.

  

  Business response

  11/01/2023

  The integrity of the Referral Program is of the utmost importance to System Pavers. Unfortunately there was a snag in the process with this particular check, which was deeply regrettable. Our referral manager extended apologies to Joyce on 10/26, and assured her that the check would arrive the week of the 30th. We’d like to again thank Joyce for referring her neighbor to System Pavers.

  Customer response

  11/02/2023

  I have repeatedly contacted Systems Pavers for the past month to inquire about the $500 referral check.  Each time I call, I've been told 'the check was cut today and is in the mail, you'll receive it this week'. To date, I have NOT received the $500 referral check. I am not accepting this as a closed issue until I actually receive my check.  It is now November 2nd and I do NOT have my check. Systems Pavers has deliberately stalled on what they promised and given that I am a past customer of theirs that spent a small fortune utilizing their services in putting extensive pavers on my property, I am deeply disappointed in the way I've been brushed off and treated.  Once I receive my check, I will close this issue.

  

  Business response

  11/20/2023

  We have mailed out a check to the customer on 1/27 and we have confirmed that customer has received the check.

  Customer response

  11/22/2023

  System Paver's response is incorrect.  They DID NOT mail me a check 1/23, I received it in November, 2023.  They don't have their dates correct.  Yes, I received the check and didn't have the option here to select that this is now resolved without rejecting their message.  You can close the case now.  It took them over a month of constant contact to get the check issued; this could have been avoided if they had better customer service towards a customer that did a great deal of business with them! 

• Initial Complaint

  10/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled an appointment with System Pavers for the installation of artificial turf and a putting green. On September 2, 2023, a salesperson named ********************* visited my home to provide an estimate for the project. After receiving the estimate, I expressed my interest in financing the entire project. However, my residence falls under a ***, and **** informed me that we would need *** approval before proceeding further. To secure my commitment to the project, he requested a $1000 check to hold while we awaited *** approval. This was to ensure that I could apply for financing with a 0% interest rate once we received the green light from the **** Subsequently, **** sent me the necessary *** paperwork, which I promptly submitted to the *** board. After about a week, I received feedback from the *** indicating that System Pavers' insurance was expired. I relayed this information to ****, who promptly provided me with updated insurance details. I resubmitted the documentation to my *** for their review.A few weeks later, I received a text from ****, stating that he would send me a link to initiate the financing process. I agreed, but after waiting for a week, I did not receive the promised email. I attempted to contact **** via calls and texts, but I did not receive a response. When I reached out to his office, they assured me that **** would get in touch with me.Finally, after a couple of days, **** contacted me and claimed that he had sent the financing email. He further informed me that since I had not completed the required forms, he had deposited my $1000 check. I requested proof of the email's delivery, as I had not received it, but **** failed to provide any evidence. As a result, there is no verification that the email was ever sent. Furthermore, the unexpected deposit of my $1000 check caused issues in my bank account.In light of these circumstances, I am seeking a refund of the $1000, as well as compensation for the damages I incurred.

  

  Business response

  10/20/2023

  We have contacted the client and have informed them we will returning their full deposit amount.

  Customer response

  10/21/2023

  This is false - I have not been contacted by the company and not been informed about the return of a deposit. 

  

  Business response

  10/27/2023

  We contacted ************** via email and let him know his refund was approved and on it's way. We have shipped it via certified mail.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/6/23, I entered into a contract with System Pavers to install pavers in my driveway and install a sitting wall. There are 2 complaints I want addressed.#1. During the pre-construction walkthrough, it was realized that a section of the wall would not be built because the rose bushes were in the way and the salesperson (****************) did not account for them. Option 1) to build the wall behind the bushes. This would impede on my neighbor's property line and would cause legal actions against me, 2). Remove the bushes and build the wall in its place. ******* indicated he did not include removal of the bushes in the quote. 3). not build the 24' wall and ******* said he would credit me the 24' wall (materials, labor and taxes). I approved this option. However, it is now 4 months later and I have been requesting for the credit and no one has responded or provided me an amount of what that the total credit would be.#2. During the sales meeting, ******* suggested the type of pavers for install and matching rocks for a section that needed to be filled around the utility box. He said, "Trust me, it will look great!". Rocks installed were not matching to the pavers and larger in size than what I ordered. The project manager "*****" said that the rocks that were delivered are the only rocks they have and the catalog was incorrect. It was the wrong size and color. But refused to credit me for the incorrect rocks and told me "I am stuck with them and that I signed the contract". I ended up using my own rocks I had on property. They left the wrong rocks and refused to take them. To date, I have not been able to return the rocks and receive credit for these as well. I was mislead to purchase the incorrect rocks.I financed the project and was told by the finance company that they paid System Pavers in full. I have been working with them to get credit for the 2 items but have not been successful. See final walk through sign off as proof of credit owed.

  

  Business response

  10/13/2023

  After receiving notice of the BBB complaint, ********************* Operations Manger of ********* called the home owner on 10/11/2023 and left message for her to return our call. ****** called him back on 10/13/2023 at which time we agreed that System Pavers would resend the credit for 24 square feet of wall and additionally credit ****** $989 for the decorative rocks that she was not happy with, for a total credit of $2,295.  ****** said that this would be fair and satisfactory.  As of 1:00 pm on 10/13/2023  change order has been sent to home owner and we are awaiting her signature. 

  Customer response

  10/16/2023

  
  Better Business Bureau:
  I have compromised the offering that *** presented. However, I feel that the charge back for the promotional items were not fair as it was the salesperson's error and not my request for change order. The salesperson should have corrected his error and I shouldn't be held accountable. The promo included the demo for the driveway, which took place and doesn't involve the wall. The other promo was for the sign up today and didn't matter if the project cost $2,000 or $60,000. I sign ** in good faith that same day, which has nothing to do with the wall. The neighborhood marketing involved placing the sign in my front yard, which I did for 3 weeks. So I don't feel it's fair that I get charged for the promo in the amount of $557.

  
   
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around October 28, 2022, System Pavers installed a patio in our backyard. We went forward with System Pavers as they touted their workmanship guarantee. We began to notice a dip in our patio outside our backdoor, and that some of pavers were getting loose. I submitted a warranty claim for repair on July 28, 2023. Weeks went by with no response. I finally reached out to their customer service line to see about getting an update, and they informed me someone would reach out. They did, and stated that due to a medical issue and vacation we fell through the cracks", and that we were on their radar and will be getting a crew out within the next week. No problem I thought. The next week, no one shows up. I reached out seeing if a crew was coming, and was told that there was an issue but someone will be coming out the next week. These same scenarios went on for 2 months. I finally contacted the customer service line to ask for a manager, and was told they would contact me. Sure enough they did, and I was told again that a crew would be out. They came out, looked at the patio and stated that it was installed entirely incorrect, as the patio was slanting towards the house and not away from it. They proceeded to pull up the bordering pavers, and said they would be back. Days turned in to weeks, with a patio partially pulled up laying in my backyard along with everything formally located on patio. After over 2.5 weeks, a crew finally began working on the patio. They pulled up all of the pavers, and began to reinstall it. But no more than a day later after completion, pavers were already coming loose and others were sinking down. The sand to interlock the pavers is wildly uneven. There are other pavers that were placed along the house foundation that are not cut straight. This entire situation has been a disaster.

  

  Business response

  10/16/2023

  We have met with ********** and scheduled a new crew to be onsite last week with an estimated 2 to 3 day completion.

*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. ↩