ComplaintsforSystem Pavers

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed contract for construction of outside deck on 10-31-23. Per contract, "Approx. Commencement Date 11-20-23". Per contract, "Approx. Completion Date ***** days."To date permit has not been submitted. No work on property begun. Company has voided contract and is refusing to issue a refund of my deposit.

  

  Business response

  05/08/2024

  Per our agreement on 5/2/24 with the client, this has been resolved

  Customer response

  05/12/2024

  
  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

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the install of our patio and steps by System Pavers in November 2015, we have had one of the stepstones come loose three times. The third time recently occurring with no resolve to fix it regardless of phone calls, texts and chats with System Pavers, the latest being a chat yesterday assuring me a call back by end of day (4/29/2024). This never happened. Furthermore, I had appointment to meet with a representative to assess the step issue 4/22/2024, and to have the repair completed correctly by a competent person. Turned out to be a no-show, no-call of which I let System Pavers know yet received no call back from their management team. On 4/27/2024 I noticed another step has come loose making two steps that need repaired under System Pavers' 25 year warranty (attached) for materials and installation. I have explained in our conversations these loose steps pose a serious safety issue. The stepstones are heavy and could lead to bodily injury. To mention, my wife and I are seniors and have young grandchildren. We would be devastated if anyone were to be injured due to the steps slipping off or breaking away from their foundation. We need to get this resolved immediately.

  

  Business response

  05/08/2024

  We have assigned a new Project Manager to oversee the open repair work on the ******* Residence.  We have connected with the client and have a meeting scheduled for 5/8/24 to discuss the remaining warrantable repair items.  The Project Manager meeting with our Client will then get the repair work scheduled to be completed.  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction: 3/26/2024; Job number: *********** We entered into a contract with System Pavers to transform our backyard, accompanied by a $3100 down payment. The design consultant, Ms. *************** was friendly and had agreed to support us with the project. Once, we signed the agreement, the design consultant behaved very poorly with abusive name calling and insulting language when asked for clarification on project details that was communicated by her. We contacted the sales manager, ****************************** and he listened. But, communicated that we have to still go with the project if not we can lose our downpayment and walk away. We asked him to provide in writing what was communicated by the designer on project specifications we had discussed before meeting him in person. I have emailed him and texted him. He has ghosted us as he has not responded to emails nor text messages. We lost significant time and no communication from System Pavers local office here in **********. The shocking part is the Sales Manager did not seem to care that their new client was disrespected by his employee. System Pavers gives a 30 day guarantee for their work. We have not even started and we are having major hassles. We request that BBB assists us in having System Pavers return our money and let us move forward in peace.

  

  Business response

  04/23/2024

  In our attempt to satisfy the customer, we have offered multiple solutions to move forward with the project.  We have offered the client to work with another Designer or work directly with the Manager on the project.  Additionally, we have offered to do another site visit, to clear up any confusion or answer any questions they may have.  We ask that the client reach out to us directly to move forward. 

  Customer response

  04/25/2024

  System Pavers communicates 30-day job satisfaction guarantee. Once we signed the contract, my wife spoke to the designer over the phone asking about the project, the designer told her to stop barking and told to stop asking for free stuff when she asked for clarity on project. The designer belittled the customer and behaved very unprofessionally. Once we complained to the sales manager, ******, we asked him to communicate via email what the designer had communicated on the specifics of the projects. There was no response. I had followed up with email on April 16th, I had called him over the phone and then texted him after a few days to call me. He never responded to any of these messages.  After contacting BBB, ****** is now responding (via BBB) asking me to contact him directly to resolve it. Today is April 24th. He had my number, he had my email. He has not made any attempt to reach for two weeks. This is exactly our fear.  I do not have confidence that System Pavers (based here in *********************/**********).  I am worried that if we move forward, they can ghost us or delay the project and leave us hanging after we pay more money. System Pavers is a multi-million dollar company. So, I hope they return the deposit money and leave us alone. I do not want my family to be verbally abused by this company's local office. Trust is at the heart of doing business. System Pavers local office has failed to deliver it and asking us to ignore it and do business with them. We do not want to work a company (local office) that does not respect its customers and behaves unprofessionally. 

  

  Business response

  05/03/2024

  We have emailed ********************** a solution proposal on 5/3/24 and are awaiting a response.

  Customer response

  05/09/2024

  
  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 am sharing their message here.

  ******************************* 10:14?AM (4 hours ago)
  to me, *******
  
  Good Morning, Apologies, it took me some time to gather info on this. Your project has been cancelled. We are mailing you a check today from *******************, you should receive it in a couple days.
  

  I appreciate *************************************** professional approach in working through this. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

  Regards,
  Piram Prakasam
  
   

  
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I are senior citizens who have lived here over 25 years. So far we are fighting to get our deposit returned when no services were rendered. Our sales person, ************************* came on December 4, 2023. He used and I-Pad and he said he had no printed contract available. We focused on page 2 where it required we get our *** approval as we always have in the past. Our concern was the *** can be very difficult. We asked if they say no, will we get our deposit back. He said you will get it approved. I repeated, "Will we get our money back." He said, "You will get it." I said, "Great will get our money back." He did not correct me so we moved forward. The day after Christmas we received a Denial Notice from the ***. We sent it to ****. He said he knew someone on our *** and felt confident he could get it approved, so we continued with our efforts to get it approved. From the signing on December 4, 2023 to the denial notice we received on December 26, 2023 was 22 days. From our signing on 12/4/2023 to our cancellation notice 1/4/2024 was 31 days. I felt he caused us to delay and that triggered a possible total cost to rise to over $8,000.00. I E-Mailed **** with the cancellation notice and he wanted us to keep trying. He said he was unsuccessful in getting the approval and did not say who he new on the board. We felt this was another delaying effort. On 1/4/2024 I also went to System Pavers Office at *********************************************************************, to hand deliver the Cancellation Notice. Their office was the entire second floor. No one there would accept the Cancellation Notice. I then sent a certified letter to the office and it was returned as unable to deliver. I have it available as returned to me, unopened. No services or work was ever done. One visit from the sales person. Presently $4,192.10 with the credit card company leaning towards System Pavers getting the deposit. As mentioned above this could go up to over $8,000 because the Cancellation Notice was over 30 Days.

  

  Business response

  02/20/2024

  Hi, Ms and *** ******* we understand that you want your deposit back,but our work was never denied by your HOA.  What was denied was the pergola with your other contractor.  We are more then happy to see how we can avoid the cancellation and move forward with your project.  Please let us know if we can contact you to move forward with the project.

  Customer response

  02/21/2024

  You are mistaken. The *** will not allow any part of a project to occur if any part is rejected. 
  

   

  

  Business response

  02/22/2024

  Mr ***** ***************, per the letter you provided as evidence, they only item denied by your HOA is the patio cover. System Pavers was not doing your patio cover; therefore the denial has nothing to do with the pavers we were to provide for you. If you have any additional documentation stated denial of pavers, we will be more than happy to offer a refund. 

  Customer response

  02/29/2024

  We submitted our original plan with hopes of a wonderful backyard. System Pavers are asking us to create a new plan just so you can get money. Creating a new plan was not in the contract and is something we are not going to do. Our existing backyard is very nice as is. 
  

  System Pavers appears to ignore the *** process and our desire to end this contract, as we were led to believe would happen.

  They contacted us via a text. We wanted a full refund but they have refused to negotiate. Maybe now they will. We will see.
  

  At this time we cannot recommend them to anyone, and have concerns about their business practices.

   

   

   

• 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.

*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. ↩