ComplaintsforVitale Asphalt Maintenance Co.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with Vitale to complete my driveway project. I was assured by the owner the driveway would match when they were complete. I confirmed this again before the job started with the supervisor who showed up the day before the world began. He told me he wouldn’t do it that day but would reschedule in the future. Those jobs happen separately. When the first part of the job was done I called them to ask when they were going to finish the job and seal coat the rest of the driveway to match. I was told then that that’s separate and will not be done without paying more. And then the dropped off another estimate. Obviously this was a misunderstanding, I reached out to the owner three times with remedies to complete the job, I offered to meet me halfway on the additional cost, etc. The original job was quoted at $5200, Which from my understanding should’ve included extra (which I was told about after the job) $300 seal coat job. I’m hoping to settle this from having to go to court.

  Business response

  09/26/2021

  I have all the proposal in writing with this customer he is saying that I said we would include a different kind of job with an addition.

  I can prove with paperwork that I did not offer to include the sealcoating with paving.

  I NEVER do that, I NEVER make VERBAL agreements as I do so many proposal I would never remember so EVERYTHING IS IN WRITING.

  He is insisting that I made a verbal agreement.

  If anyone is interested in the truth I have all documented and have emailed him a detailed timeline of all my proposals to him.

  Customer response

  09/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  from a customer service standpoint I am floored by the treatment I have received. I have stayed constructive, polite, with an open mind. From my first Follow up phone call the owner has been downright rude to me. Never tried to find a resolution other than “you are incorrect the the jobs are separate and basically pay me”.  I don’t believe a contract was ever signed. And regardless there are verbal contracts. The business owner stated the driveway would match and would be seal coated.   The job supervisor the day before the job said the same thing.  When I asked when, he said it will be scheduled separately. After I called to schedule the second part that is when I got another estimate for the seal coating. As a gesture of good faith I paid 4900 of the 5200. I just deducted the 300 for the unfinished seal coating. If the business would just discount the seal coating, I’m sure we can resolve this.
  
  Regards,
  
  *** ********* 

  Business response

  10/15/2021

  NOTE:  WE never do VERBAL quotes as I have Hundreds upon Hundreds of customers and have been doing this for 25 years. 
  

  
  

  Nobody on the job would ever tell a customer a price that is the estimator's job and the crew knows that and is always in writing.  Which you can see from attached proposals.

  
  

  We always do asphalt works first and sealcoating after, it is two very different processes.

  
  

  It is unfortunate that this customer did not understand, but I have hundreds of customers that do without problems.

  
  

  Sincerely,
  

  Rosemary V*****

  Vitale Asphalt

  Customer response

  10/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Two big items…1. the contract was never signed so everything was really agreed upon verbally and 2 as can can see in looking at the five pages of the proposal, which is pretty confusing, when I asked will it match and be sealed coated to match and the owner and supervisor said yes, I saw nothing in the 5 page document that would preclude that (matching which is to sealcoat) being done. 

  My biggest concern was the curt, professional demeaning manner in which I was told it wont be done. A small concession to acknowledge the misunderstanding. And sadly I can’t recommend nor feel comfortable doing business with them in the future. That is a bummer since I’ve been a customer for over 11 years. I’m showing my hand, but 50 bucks and an acknowledgment of a misunderstanding would’ve got it done. It’s not about the money but about customer service. 
  
  Regards,
  
  *** ********* 

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