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:06/18/2025

  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.

  In July, 2023, we contracted for a new driveway from Theriault Paving. In September they arrived to pave the driveway. The driveway looked good until the first rain, when we noticed a hump in front of one the garage doors. It was channeling water into the garage. We called. Three weeks later they came to fix it. Their solution was to cut out a 10'x10' area in front of the door and apply a rough looking patch. We spoke with owner, **** Theriault, and three weeks later he arrived to inspect the job. **** said "That looks like sh*t!". I also showed him where the asphalt was lifting and where car tires (light weight cars, too, like a Kia, and my Husky lawn tractor) were leaving marks in the surface and where the asphalt was crumbling. In 2024 they came back, cut out the house half of the bad driveway and repaved the whole thing. Unfortunately, they did NOT remove the entire surface, as **** had promised. Instead, they paved OVER it. Now my driveway is 4'-6" ABOVE the landscaping (something we told him we DIDN'T want when we contracted for the job to be done). And the driveway does not meet the town's requirements so it has failed inspection. In October of 2024 we met with **** and the town road inspector. **** then promised they would have this resolved in May, 2025. On May 29 I emailed **** Theriault about the driveway. On May 30th I received a reply from ******* ******** (office manager?) as follows:--------------------------------------...I talked to **** briefly a little while ago while he was in between appointments. He said hes got you on for two weeks from now and he would be calling you. I know sometimes those calls dont get made as he well intentionally plans, so Im reaching out in case you dont hear from him today.-------------------------------------It's June 18 and nothing! We just want the driveway we paid $25,000 for!

  Business Response

  Date: 07/21/2025

  My name is ***** Theriault, Owner of Theriault &**********. I am responding to BBB complaint # ********.
  Unfortunately, this is one of those very seldom, one offjobs, that we have had several issues with. Undeniably, mistakes were made. Full accountability was/is being taken, and we have made & are still making efforts to correct those mistakes. Part of that, to our detriment, was a supplier issue (bad mix). Attempts to get that supplier to make good on their part have gone unresolved at this point, and until we do come to a resolution, we will not be using that supplier again and have been driving ***** miles further to procure better materials. This, coupled with other unforeseen circumstances (unseasonably bad weather, medical leave of absence, etc.), has caused a delay in our scheduling this pave season.
   All of this has been talked over with the customer, plans for another revision to this project have been discussed and agreed upon, and a date has been set to make it right. This customers complaint was filed shortly after my last direct meeting with him and the towns road agent, in person, at the customers home.
  We stand behind our work and always make efforts to correct issues if/when they arise. Unfortunately, no one is perfect all of the time and mistakes happen, delays occur, other projects on our schedule also have to be honored, but we do make every effort to work  repairs back in to meet our customers satisfaction.We cannot be more apologetic for the extended delay and that we have missed the **** for this client on more than one occasion. However, we have made a new plan, and a new date that is good for the client has been set, to return and fix what has gone wrong to try and best meet his expectations and pass inspection with the towns regulations & permit requirements.