map-marker Albany, New York

Twin State Paving Staff Review

You should do better criminal and drug tests on your employees
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Reason of review:
Poor customer service
Sakeena Jpk
map-marker Newport, New Hampshire

No conception of customer service

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Updated by user Nov 19, 2014

I have heard from the Proprietor through a third party. His reply is basically blaming me for everything that happened, presumably that included hiring him in the first place.

His astounding arrogance and self-belief that he never makes mistakes should sent out warning signals to any prospective customers out there. In a reply the BBB (The Better Business Bureau) he claims that he offered all kinds of promises to resolve the situation, he lied. He will attempt anything to save face and shirk his responsibilities, this person has no pride, scruples or business acumen.

Thus in reply to any questions, no this affair has not been resolved and do not expect it ever will be. You have been warned.

Original review Oct 08, 2014
The drive was resurfaced with asphalt by this company on or about the 6th August 2013. I power washed and edged the driveway before the company's arrival. Within 2 months cracks started to appear in various areas of the 3000 sq ft driveway. As the winter was drawing near I decided to wait to let the winter do it's worst to the already cracked surface as this company offers an 18 month guarantee or so I was led to believe. As soon as April 2014 arrived and the last of the snow melted I summoned the Proprietor to view the cracks. He then cooked up some pathetic story that he advised me that the surface would crack, then why did he attempt to resurface it? there was no mention of this on the proposal he sent to me. He agreed that he would send someone around when he had time, saying that the repair would not be noticeable. I, then thinking that when the season started an employee would be despatched but no, some time in July 2014 I found a person on my driveway attempting to heat the cracks and the surrounding asphalt and spread it to fill the voids, the already thin surface almost immediately began to crack behind the original cracks. I told him that he was not invited to be on my property that day and I had a band of visitors coming and to come back another day by appointment, he grunted and carried on. The result of his labours was numerous long marks, looking as if someone had used a matt black paint spray can. The Proprietor is unaware that asphalt will 'grey' with time and any attempt to heat the surface will blacken or in effect renew the surface to it's original black. I contacted the Proprietor to let him know the repair was unacceptable and he said that it will 'grey' in time, how much time another year? A part of the Proprietor's unfinished contract was to cut a drainage channel in front of the garage. Because he has no concept of water drainage, cambers and falls the garage flooded with water during the winter thaw. The flood became frozen over night, my wife nearly fell trying to get our car out. Based upon this companies past performance I cut the the required drainage channel myself, believing that the Proprietor had no intention of finishing the job and if you want something properly it's best to do it yourself. I also purchased 16 gallons of quality driveway sealant and sealed the drive myself, I just couldn't stand looking at the pathetic repair instigated by this company and people thinking I had any hand in it. On the day of the initial surfacing the Proprietor ran out of asphalt to complete the job, he has now cooked up an excuse that the town had asphalted to a certain point in our drive and that is where he had to stop. So the threshold ended at a jaunty 45 degree angle to the sidewalk and looked amateurish. The fact was he was too lazy to have more asphalt delivered, he had eked out the job on what he had, the covering was thin in most places ergo the reason for the cracks. A couple weeks back the road was being resurfaced in front of my property, I took the opportunity to ask a professional why my drive was cracking, he said, that the company tried to use too thin a layer of asphalt and that's why it is cracking like icing on a cake. One of the terms of contract on the proposal states, " All paving work is guaranteed to meet or exceed industry standards for 18 months". When I tackled the Proprietor on this statement he said that he sets the "Industry standards", thus if his standards are low that's the benchmark this company works too. In short the statement means nothing and is misleading. I invited the proprietor to view the state of his work, then barely a year old. He arrived 2 hours late armed with a stock excuse for his tardiness. After he asked why I had summoned him, I said I wasn't satisfied with his work and he blamed me for the whole thing, he then launched into a triad of excuses, sob stories and insults. It was a pathetic scene to witness, the Proprietor cannot seem to countenance a time when he could ever make a mistake or be wrong. This company has been in existence since 2009 and not learned the basic rules of good company policy. 1) The customer is ALWAYS right. 2) NEVER argue with a customer. That to include, being rude, belligerent, or attempt to belittle. Never forget that the customer may have been in business and quite aware of correct customer service. 3) ALWAYS be punctual. It shows you have respect for the customer and you are organised. The customer will not be interested in your excuses or sob stories. .4) Do anything in your power to placate your customer even if it means doing the whole job again or get a professional in to do it. 5) Always remember BAD news travels faster than good. The Proprietor of this company has no conception of these elementary business practises, he views the customer as a necessary evil and treats them with contempt and disrespect. I am asking for compensation from this company to help with the ongoing repairs to the new cracks that how appear daily, I will repair my drive myself as I want the repair done professionally, lets face it it's not rocket science is it? In the future I will have the asphalt delivered and do it myself, I must be able to do a better job than this outfit, if not I'll let my 4 year old grandson have a bash. This company ought to ashamed of itself, they are a disgrace and an embarrassment to the few true professionals out there. One piece of advice, if do decide on a company to anything for you, tell the contractor you propose to hire that you will pay a returnable deposit with full payment upon your satisfaction. If they won't play ball do not hire them as they are not confident that their work will be up to standard or will last. Make sure their guarantees are viable. Do not be afraid to go out of your State to get estimates, companies will do above average work if they think they will gain a foothold in your neighbourhood. Do not always trust recommendations, it could be a friend or relative of the rogue contractor. To my knowledge this company has lost at least $7000 in future contracts, when asked by passers by who resurfaced my driveway I told them the story. Whether the Proprietor deems my experience is true or not (as he will lay the blame on anyone but himself) it will plant a seed of doubt in prospective customers minds. The watchwords are Caveat Emptor.
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Reason of review:
Poor customer service

Preferred solution: Price reduction

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