ComplaintsforThe Driveway Guys, LLC

• Initial Complaint

  10/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company installed a driveway for me on my property. The company made an error during the installation that is causing damage to other parts of my property. Specifically, The edge of the driveway that meets the road is lower than the road and thus water runoff is entering my front yard and washing out large amounts of soil. In the permit that I signed and was submitted to the town zoning department for this project, it was guaranteed that the edge of the driveway would be a minimum of 1 in higher than the road surface. The company has ignored my calls and emails for the past 2 weeks, after making two promises to repair the issue over the prior two weeks, and not following through. I am now unable to reach the company. I would like for the company to come back and finish properly installing the driveway to spec.

  Customer response

  10/07/2022

  ***** ***** ************************* ***** ********* ******* ** **** **** ** *** **** ***************** ******** **** ***** **** ***** ******** **** **********   **** **********

  I'd like to request the closure of case 18164110, which I had opened two days ago. The company reached out to me and followed through with resolving the issue. The mistakes that were made during installation of the driveway have been repaired. No additional payment was requested by the company.

  Thank you.

  ****** *******

• Initial Complaint

  06/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired this company to install a new driveway at our home in October of 2020. The work was completed. However, the driveway is coming apart. My husband called and left a message on Thursday, June 3, 2021, asking for someone to call us back and no return call. I called on Friday, June 4, 2021, and left a message and no return call. Obviously this company is not going to call us back and we want this driveway fixed. We paid $5,950 to have this driveway put in and now it’s coming apart.

  

  Business response

  06/07/2021

  Message was left with our answering service on 7/3/21 at 2:18pm. Our office was closed due to an emergency for Thursday 6/3 and Friday 6/4. Office is closed Saturday and Sunday per normal business hours. Complaint was filed Monday 6/7 before 12pm. Customer did not give even 3 business days for a returned called which is very standard for a return call/service before filling a complaint. Customer was contacted 6/7/21 at 10:39am. Driveway was completed 10/14/2020 and is under a 1 year warranty which is stated on the back of the customers proposal. When advised that our office was closed Thursday-Sunday and that our tech will need to come out to go over the driveway in order to make the necessary repairs, customer declined and said they did not want anyone to come out to take a look or do any type of repairs and ended the call. We stand by our work and our warranty. If the customer does change their mind we would gladly get them on the schedule for the driveway to be assessed and then repaired. The warranty is valid until the end of Oct. 2021. 

  Customer response

  06/07/2021

  
  Complaint: ********
  
  I am rejecting this response because:The woman who called us back was very confrontational.  She claims that the answering service never gave her the message but yet she is now saying that she has the message but they were closed.  So which one is it.  If in fact there was an emergency, then the answering service should have relayed that so we would have known.  When I called the next day, the answering machine message should have reflected this as well.  That being said, this call was not about why they didn’t return the call, which is what this woman made it about.  How would we know, the customer, that your business was closed for an emergency.  Bottom line is we paid for a driveway that is starting to crumble, at only 8 months old.  We didn’t call to hear why they didn’t call us back.  We did decline them coming out due to the fact that she didn’t want to listen to what the issue was so in frustration we said don’t bother we will call someone else.  Obviously it took a complaint to the BBB to even get a return call and an irate one at that.  We don’t want them here because obviously it’s too much aggravation.  In one of her irate excuses of not returning the call she claims she is running 3 business.  So which is it, running 3 business or you had an emergency???  We don’t want anything further to do with this company.

  
  Sincerely,
  
  ******* ********

  

  Business response

  06/07/2021

  Our answering service takes our calls and sends the office an email. The emails are reviewed when someone is back in the office. For example Thursday and Fridays calls were returned on Monday when the office was open. The calls were received on Monday and called back. The office was closed for ALL THREE businesses due to one emergency. The customer declined the first step of our repair process which is for our qualified professionals to come take a look. The office personnel can not tell the customer what is wrong with the driveway over the phone. When told that some will come take a look they declined multiples times as the office personnel repeatedly told them the process multiple times. Once again we have a 1 year warranty that will end in Oct. 2021. The customer declined our attempt to start the warranty/repair process. There is nothing we can do if the customer declines our request to resolve the issue. If the customer changes their mind and would like us to follow up with a driveway review they may contact us by email at ************************** where all dates, times, and communication can be documented.  

*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. ↩