ComplaintsforDura Guard Paver Sealing

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Dura Guard back in May to resand and seal my brick pavers. When the job was "finished" in June in under two hours, I discovered there were several bricks on my front walkway that were not set or secured. After many ignored phone calls (and they have yet to answer the phone when I call) and emails, I finally got them to come back out to fix those loose bricks on 10/23. The two guys were there less than a half hour. I was told to let the bricks set. But the next day I discovered that every one of the loose bricks were STILL loose!! Two more phone messages have been left with no call-backs. So, after five months, I am still waiting for this paver job to be completed and for my warranty to be honored. Their customer service is non-existent and their warranty appears to be worthless!!

  Business response

  10/30/2024

  All of your correspondences to our company have been responded to.

  We are a pressure washing & sealing business. Your issue is your edging pavers are loose because the install isnt completed from who ever installed your pavers. 
  This is a pre-existing issue, prior to us coming out there.
  

  You even acknowledge that in a voicemail I have from you, by saying youve always avoided walking in that area because the bricks would flip over

  When we initially did your project back in May, my manager that did the project advised you that you needed proper edge restraints there in order to secure them and lock them in place.
  Putting sand between the joints and then sealing that sand from the top, which is what we were contracted to do, will not hold the bricks in place. Thats not what sealer does. You need concrete along the boarder to hold the bricks tight & in place  

  You complained to our office about your issue, and we once again explained to you why this was happening, and what you need to do and the type of contractor you need to hire to correct it.
  
  We offered to come out free of charge and make a special trip to your home to sand and seal those pavers in place for you once you got them properly repaired by an installer or a concrete *****, who would add a concrete edge or mortar them down to the ground.

  A couple months went by and we didnt hear from you until a couple of weeks ago.
  Last week I even sent my company supervisor to your house to explain and show you once again, that you do not have proper edging on your driveway, walkway and entryway. Those bricks are just sitting on loose sand. There is nothing securing them to the ground, holding them together and nothing keeping them from shifting.
  Putting sand and sealer on top of the bricks does not secure them to the ground or hold them together. 
  
  When my supervisor was there, I instructed him to sand and seal those pavers again for you - and inform you that that wont solve your problem, and the first time you step on the area over there, they will pop up again. 
  

  A few days later, you called the office complaining again that the issue is still happening.  I did not call you back or respond to that last voicemail because honestly, I do not know how else to explain that to you or how to make you understand what you have going on any further than I already have   Were just going in circles. 
  

  Concrete work is not a service we provide. all we do is brick paver cleaning and sealing. We do not do any portion of the installation. 
  

  There is nowhere in your contract that stated we were going to add any edging or secure your border bricks, and it is not part of a warranty coverage, as it isnt even a service we provide. 
  
  Im not sure why you continue to attack my company with online reviews and now here we are responding to a Better Business Bureau complaint on A service we dont provide, a service that was never discussed at any point during our estimate, or during the contract agreement you signed and agreed to.  
  You paid us and even signed a document that said you were 100% satisfied with the work that we performed at your home. Otherwise, Im sure you would not have paid if the job was incomplete.

  Ill be honest with you Im confused why this is continuing to be such an issue, we continue to go back and forth and you continue to slander our great reputation with this nonsense.

  Honestly, out of the good customer service were known for, if this was something I even knew how to do or had any employees that were qualified to do it - I would just send a team over there to your home next time were in the area and take care of it for you at no charge. Unfortunately, we do not do that type of work so Im unable to help you. But if you do get it repaired, I will honor my promise to you that I will come out there free of charge and sand and seal that repaired at no charge for you.

  I feel this is the absolute most amicable resolution I could possibly think of and I request that you mark this complaint as resolved, and the BBB closes this complaint out altogether. 

  Customer response

  10/31/2024

   
  Complaint: 22489348
  
  I am rejecting this response only because most of the "facts" you state in your response are false. First, the job was done in June, not May......Next, neither of the workers (I don't recall their names and neither identified himself as a manager.) said anything about not being able to secure the loose bricks and that concrete restraints were needed. I assumed this was part of the job and that this would be done.......Next, the voicemail from me that you reference said I avoid walking on the edge bricks, realizing that there were no restraints there. That didn't mean I didn't expect the pavers to be secured by Dura Guard. Obviously, the bricks would flip over if they were never secured to begin with. All the other edge bricks on the driveway and the walkway DO NOT move, even with no restraints. I just wanted the loose bricks on the walkway to be secured the same way. And I said in my response to you (of course, you never state your name and I don't know who I'm talking to) on ******, that if those bricks later came loose, that would be on me.......Next, you say a couple of months went by without you hearing from me. Well, that's because I had the repair work scheduled for 10/22 from at least six weeks prior (maybe more), so I was waiting to see if the repair work would get done that day. Of course, it did not. And by the way, I showed ****, who was in charge that day, the loose bricks when they got there. At no point did he say "We don't do that type of work".....Next, you say a supervisor came to my house to discuss the loose paver problem with me. That's news to me!! This never happened! The only two visits to my house were by the workers on 6/14 and 10/22.....Next, yes, I paid for the job in full on 6/14 because I wasn't given the option of waiting until the sand and sealer dried a day or two later to find out if those bricks were secured. As for what I signed, I couldn't tell you because it was just a little yellow slip filled with scribble!!!

  Having cleared the air on your many misstatements of facts in your response, I do now acknowledge that Dura Guard does not do the necessary concrete work that I needed, but this is part of the reason why I hired Dura Guard. This should have been explained to me before I signed the contract. The bottom line is that I will have to secure those pavers myself, which I am not happy about. And I am also very unhappy about the extremely poor customer service. I had to choose "I do not accept the response made by the business to resolve this complaint" in order to be able to convey all this. Once you acknowledge what I have written, I will accept the resolution.
  

  Regards,
  
  **** *******

  Business response

  11/03/2024

  Sounds like you want to just go back-and-forth and argue with me. I do appreciate you acknowledging the fact that you understand we dont even offer this type of work nor was it in your contract.
  Im not going to entertain this any further.

*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. ↩