Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired APS in Sept. 2024, to powerwash with asphalt cleaner, fill cracks, sealcoat. Total $1,350. On 9/7 he power washed, on 9/10 he finished job. I called in 2/2025 told him the filler was lifting out. He asked if I plowed and I told him no. He said he would come out in the Spring.I called 5/5 to follow up. Told him multiple areas of filler had lifted fully or part way out, it's too high the lines never faded, the ants that were coming up before are the same now. He said sounds like plowing, he'd come look. I called 5/27 with no reply, and again on 5/28. He said he came out 5/17, someone was mowing, wasn't sure if I saw him. He didnt try to get my attention and didnt touch base afterwards. Also, as he stated himself, there were two cars parked in the driveway limiting the view. I originally asked if he could let me know when he was coming out so I could talk with him. Each time I've spoken to him he gives multiple excuses why the driveway looks the way it does. Like, I must have it plowed, the filler is supposed to be lifted off of the driveway. Yet I know this is too high, even a shovel can lift it up. As of today the filler still lifts up just with a finger, showing more areas will continue to lift and come apart. He said sealer needs to be sprayed for the lines to look better, yet Ive never had lines look like this before. I sent him an email and video of the driveway on June 3rd restating my concerns. I told him I would like a full refund because unfortunately I now have to have my driveway completely redone. He was able to respond to that within a few hours. He sent a text with three pictures of the day he cleaned the driveway and two right after he finished. I replied right away to let him know that everything I had told him still applied. Pictures of a job as soon as it's finished does not represent the finished job. I attached two present day pictures of the filler lifting and rolling up. I have not heard anything from him since.

  Business Response

  Date: 07/01/2025

  I have spoke with the customer.  If she would like we can melt the rubber down where it came up.  From my understanding she is looking for a full refund or for us to completely seal the driveway over for her. There is no issue with the sealer though. 

  Customer Answer

  Date: 07/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I dont think this addresses my complaint. The crack filler has been significantly elevated and soft since the day it was applied, never settling down. As soon as winter came a few months later, the problem with this was evident since merely shoveling or using a snowblower could left up entire sections of crack filler. And with the return of warm weather, we have seen the filler be lifted and pushed aside just from normal vehicle traffic.
  Therefore, I dont see any way this can be resolved without a complete redo of the crack repair by another company. The core problem of elevated soft filler is plainly evident when looking at the driveway and yet *** doesnt see a problem with how the job was originally done, so I have no reason to believe he could fix a problem he doesnt see.
  
  As to the sealcoating portion of the job, a full refund is still the only option that makes sense. Due to all of the crack repair needing to be redone and the possibility of some cracks having worsened due to American Prides work, new sealcoating will be required to protect the driveway after those repairs. No part of Jims work (cleaning, filling, or sealcoating) provided what it was supposed to.
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/09/2025

  Regarding Your Complaint
  ******, we understand your frustration with the crack filler and sealcoating. We want to clarify our policy regarding refunds for completed work.
  We do not offer refunds for services that have been completed. Our approach to resolving issues with completed work is to offer remedial services to address any deficiencies.
  Regarding the crack filler, we disagree that the issue stems from the original application. We believe the problems you're experiencing are due to factors that emerged after the initial work was done. However, we are willing to come out and assess the crack filler again to determine what remedial steps can be taken to correct the issues you're observing.
  Concerning the sealcoating, we believe the original application was performed correctly and provided the protection it was intended to. We do not offer refunds for this portion of the job.
  We are committed to finding a solution that addresses your concerns within the framework of our company policies. Please let us know if you would like us to schedule another visit to evaluate the crack filler.

  We also have picture documenting the job from start to finish and it appears the area you are referring to where the crack sealant is coming up was from a previous cracks sealing job as the rubber was already in that area before we started. I can provide you with pictures as well.  We are still willing to rectify the issue for you by melting the rubber back down to the asphalt for you.

  Best Regards 

  *** ********** 

   

  Customer Answer

  Date: 08/01/2025

  
  Complaint: ********
  
  I appreciate the BBB's help in trying to mediate this situation, however, it appears as though it is not going to be possible to resolve this through this method. Unfortunately, I will have to proceed via small claims court.
  
  Sincerely,
  
  ****** ****