ComplaintsforThe Aurora Group, Inc.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aurora replaced our garage floor and a section of the adjacent apron last summer. We also replaced an adjacent panel of the sidewalk because it heaved during the winter months. Over the winter, the sidewalk heaved again (which we expected); unfortunately, because the Aurora team did not properly cut between sections, the sidewalk was now taking the apron and garage floor up with it. As a result, a section of the garage floor that was attached to the new apron broke, damaging the new garage floor. I contacted the Aurora team with my concerns in February of this year. It took several emails and calls before I finally got anyone to respond, and they acknowledged that the issue was due to their own team's corner-cutting. They said they would contact us in the spring (May 1st) to have someone come out and make the (very small) repair and make sure the panels were all separated properly so more damage didn't occur. Unfortunately, we have not heard from anyone since, despite multiple phone calls, voicemails, and emails (to the general sales team, our sales representative, customer service, and the operations director). Despite being well within the 3-year warranty and our issues arising as a result of their poor workmanship (by their own admission), they have continued to ghost us.

  Customer response

  05/31/2023

  Hello,

  Sorry, I think that was my misunderstanding (and also maybe a glitch). I thought it was asking for 3 potential outcomes. Ideally we would like the issue to be repaired. If they aren't willing to come out and do that, we would like a refund so that we can pay to repair the damage ourselves (or pay someone else to). If they're unwilling to do either of those, we at least wanted this information on file with the BBB so that you are away for their poor customer service and questionable business practices.

  Thank you!

  ******

  

  Business response

  06/13/2023

  Aurora Asphalt and Concrete is aware of the damage that has occurred to Mrs. ********* concrete apron. As ********************* stated, Aurora will be making necessary repairs to the project. We will be in further communication with the customer regarding the repair. It is important to note that the damage is not a result of our workmanship, the damage is a result of the freeze-thaw cycle moving the concrete slab up and down. The damage does not fall under Auroras warranty, but we are willing to provide a solution for our customers when we are able to.

  Customer response

  06/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We thought we'd hire Aurora Asphalt and Concrete and were promised for the end of August and that the jobs were being scheduled about 2 months out. We sent a check for $1298 against the $5190. We mailed those on Saturday. I called on Thursday because we hadn't heard from the business about scheduling or acknowledging us and Katie in Customer Service said that they definitely hadn't received a check or contract from us and that mail took 2 to 3 weeks to reach their office. She had me on hold to check for certain that nothing had arrived. I asked if that would mean that we wouldn't be scheduled until the end of September and she said "probably." I asked her to Shred the contract and check when they arrived and she AGREED and made notes to that effect. Then I put a stop payment on the check and called to leave a message to let them know so they wouldn't try to cash it. They then tried to cash the check they hadn't received. My calls to resolve this situation are not being answered.

  

  Business response

  07/28/2021

  Our company records all calls for quality assurance purposes and we have a recording of the call that Ruth C***** is referring to in the complaint. Our customer service representative KD spoke with Ruth C***** on 7/1/2021. On the call she let her know that we hadn’t received the check yet but also had not received the mail yet that day. She did not say that the mail is taking 2-3 weeks out or that she would be scheduled in September for that reason. She stated that once we would receive the check and contract we would email her a project update. We were about 7-11 weeks out depending on weather and location when she spoke with us on July 1st about this. That is why it may have been scheduled into September. Our company does not schedule out very far due to the consistent weather changes and delays due to rain or high heat advisory days. 
  

  There was a miscommunication between departments on the check as they had looked for it on 7/1/2021 while KD was on the phone with Ruth. We had received the check on 6/30/2021 and taken to the bank by the time she had called. The check was crossing processing at the exact time Ruth called to see if it arrived.  We apologize for the miscommunication on our end. Soon as we figured out what happened, we started to prepare a refund.  Fortunately for use, we hadn't mailed out the check when we were notified by our bank that Ruth had put a stop payment on the check.  We are unsure what resolution is wanted for this situation as we have voided the contract as requested and Ruth put a stop payment on the check.

  Phone records are available and can be attached as a file if needed.
  

  
  

  Customer response

  07/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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