ComplaintsforThe Driveway Company

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired The Driveway Company 2 years ago to seal and color our driveway. A few months after they did the job, the driveway started chipping everywhere. So they came back and re-did it the following year. But then the same problem happened again. I have reached out to them many times to come back and fix it again, but have received no response.

  

  Business response

  09/11/2024

  This is not a customer of The Driveway Company (Omaha or Des Moines).   I think this must be a customer of one of the franchise locations.  

  Customer response

  09/11/2024

   
  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. Can you please ask them how I can get in touch with the corporate side of the Driveway company? Because the franchise location that did my driveway has closed. Thank you.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Replaced our approach and ground down the curb the curb is uneven and there is water running underneath the new concrete into the street which is discolored from the rebar, they could not keep the tamper running without spraying ether in the carburetor and not sure if they used the correct rock.

  Customer response

  09/06/2024

  The driveway company did call and stop over and said that the water problem is from mine or my neighbors sprinkler system which I don’t agree with I’ve dug all of mine up and are ok and neighbors are working fine, I will blow out the system for the winter and re check for water and call them. They agreed to come back to finish sealing by the street 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wrote this letter back in October, 2023. I'm not sure why I have not received any kind of reply yet. Did you receive it? Did you lose it? Don't you care? Please see attachment.I am frustrated over a “scam” practice of The Driveway Company, based out of Grimes, Iowa. I
  called them in Aug, 2022 to give an estimate for mudjacking & caulking my driveway (to fill cracks) &
  to raise up sections of the sidewalk to prevent tripping, & to raise up the driveway to connect better
  with the garage (to allow my mom’s wheelchair to go over it smoother). I also was interested in
  applying a polyfloor to the garage to protect it. The total estimate was $7,400 - $740 (10%) for
  everything, including to hang sign. So, the total would have been $6,660 to do everything. They
  scheduled one day in September to do the work, but only wanted to do mudjacking & caulking at
  that time. I was told there was a 1-year warranty on their work. They weren’t going to be able to do
  the polyfloor at that time. I was told in the fall they would call to set it up.
  The guy (I believe the owner) called the next day & said I owed $3,300 for the work they had done.
  He wanted to pick up a check from me immediately. I wrote the check the next day & taped it to my
  door so he could pick it up before I got home from my teaching job. They NEVER had to wait for my
  money at all.
  In October I called the office to say they hadn't scheduled the polyfloor yet. The lady said they were
  busy & they would call back to schedule work within a couple of days. No reply ever happened. So
  I called in December & left a message on the machine. No reply again. By then, I noticed that my
  sidewalk began to sink again. Their work was ok for only 3 months. I mentioned that on their
  answering machine. I called again in January & February, & left more messages. The lady said she
  did remember me (from calling months ago) & said they would schedule for the work but they had
  been so busy & weren’t able to at that time. Why am I less important than other people?!! I also told
  her that the driveway sank. The caulking job was crap. The lines were uneven, & there was about a
  1-2 inch drop between one sidewalk square & another, & the driveway sank about 1-2 inches below
  the garage. Nothing was ever scheduled to fix it. She just told me me that they would call me to set
  up a time to correct it. I never got replies AGAIN. I called several more times last Spring & left
  multiple messages. I know what strategy they play by… the time lapses & the year expires. That
  way, they don’t have to fix the problem because the customer’s year is finally up.
  I wanted to fix these problems & put polyfloor on the floor before my new cabinets were installed last
  summer. I wanted the garage floor level with the driveway for my mom's wheelchair. She was
  almost flipping out of the chair because the driveway was NOT level with the garage.
  Finally, a second rep from this company eventually came out to talk to me about polyfloor. He
  couldn't find my colors I had chosen previously, or the estimate sheet given earlier from the other
  rep. He was very disorganized & estimated a price that was not consistent with the first guy. I was
  unimpressed that The Driveway Company didn’t even have the carbon copy on him so this rep
  would know what I was told the first time. I showed him that the job was done sloppily when they
  were here in September, & he agreed & said it would be fixed soon. But, I decided not to hire them
  for polyfloor because of their lack of care & disorganization.
  I got another company who did a splendid job & had great service (one that has lasted several

  

  Business response

  06/06/2024

  We will refund *** ******* $1000 in July 2024.

  Customer response

  06/06/2024

   
  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.
  
  Sincerely,
  ******* *******

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  See attached.

  To Whom It May Concern:
  I hired the Driveway Company to apply their Polyaspartic Floor covering onto my garage floor in April 2018. I thought company local out of Grimes, but contacts have been mostly through Omaha office.
  
  
  There is a 15 year warranty on the flooring. It started to lightly discolor at about 2 years. Called them at 4 years into warranty on 6/7/2022—see timeline below of contacts that I made due to all this.. I have had nothing but a runaround as far as fixing the floor. After a year, they finally came and attempted to fix floor. But patches darker than original flooring. Looks like a patchwork quilt job. Even manager, *** ******* agreed. I think should have redone the whole floor!
  In the meantime, there are two more new cracks in flooring. On August 8th, 2023; I sent pics to ******** in which she answered. “OK”
  I am very frustrated with this company’s indifference and stalling. They are not honoring the warranty.
  See pictures of discolorations and cracking of floor. Then see pictures of their repair job. Also see warranty and proposal.
  
  
  As of 1/4/2024 still no one contacted me from Driveway Company to apologize, set up dates or anything. I usually had to do all the calling. I had been nothing but kind and patient through all this.
  
  
  I want my money returned. $3,110. $2934. Plus 6% tax=$3,110. At this point after seeing first repair, I do not believe they can stand behind their product.
  
  
  Thank you for your consideration and help with this matter.
  
  
  ******* ******
  *** ** **** ***
  ******* **** *****
  ************
  

  Customer response

  01/18/2024

  Fyi. I am also sending copies of letter and documentation to the Iowa Attorney Generals office.  Thank you for your continued help with this matter. Also, thank you for your updates.  ******* ******

  

  Business response

  04/10/2024

  We will refund *** ****** $2934 (we do not add tax to our invoices) in June of 2024.

  Customer response

  04/10/2024

   
  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.
  
  Sincerely,
  ******* ******

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had noticed our driveway was pushing against our concrete within our garage. We hired the Driveway company in September of 2022 to replace 4 panels of our driveway. We were told the issue was street creep at the time of consultation and that it would be fixed by replacing the panels (see attached image per their official quote and diagnosis). They then replaced and caulked the 4 panels. Within 3 months of replacing the concrete slabs, they were heaving and the seals had broken due to the tremendous amount of heaving (see attached images). Once the general manager (see above) looked at it, he quickly told us it was due to water/wet subfloor. We subsequently had a water leakage expert and owner of one of the largest construction companies that pours tons of concrete to take a second and third look. Both have said that the subfloor is not thick enough and that water from the downspout is not the issue but rather the inadequate prep job and relatively thin subfloor. Both have also said that if the subfloor were to be redone with a thicker rock layer, the slabs would not likely heave. We have informed the Driveway Company of this and *** has used no factual evidence to the contrary except that he "believes" his team did a good job despite him not being at our house at any point during the process of instillation and the driveway heaving. Tim has done no further analysis of the driveway except to blame our downspout and non-irrigated flower bed. He last stormed off from our house with his hands in the air calling us "problem customers" when my wife asked him why they would not replace the panels after he had personally no-showed appointments he or his staff had made with us 3 times. He has further refused to acknowledge this through attempted mediation through the Attorney General's office of Nebraska. Further, the broken seals are under warranty through the Driveway Company but we have not been contacted to replace them nor have they been replaced.

  Customer response

  09/24/2023

  I am checking on the status of this complaint as it has been weeks since we filed it. The company has altogether ghosted us and if they are doing the same to you, I want this complaint uploaded to their BBB account. They have neglected their in-house seal warranty as previously described and refuse to acknowledge their product (driveway slabs) were faultily placed. Their customer service and product leave much to be desired and I want others to be forewarned before they are taken advantage of like we have been.

  

  Business response

  10/11/2023

  The downspout is the issue.   We tried on two or three occasions to come out fix the broken seals and **** ******* refused on all those occasions.    We are still willing to come out and recaulk the broken seals.  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have warranty work that needs to be completed and it has not been completed despite my 4 attempts to work with the company and schedule the work to be completed. I purchased services from this company in June '21, which comes with a 1 year warranty. I called the company in March '22, after I notice cracking with the caulking in the driveway. I was told that warranty work would be done but not until the weather warmed up. No time or date was provided but was told I would be put on the schedule for a call back. Aug '22 came around and no one called me back so I began to follow up with the company. I was able to get a time and date for the warranty work to be completed, however, on the day of the appointment they were a no show. I called back to complain and get another time for them to come out and complete the work. Another appointment was scheduled between the time of 1-3 pm, the crew eventually showed up at 5:30pm and then eventually left without starting the job in fear they would run out of daylight. Yet another call was made to the company office to complain and get a third appointment scheduled for the work. Yet again, an appointment was made and I was told a crew would be at my home to complete the work and again they were a no show. We are now sitting here at the beginning of Nov and the warranty work still has not been completed. 3+ months from my initial attempt to get warranty work completed and nothing has been done. Please help me resolve this issue.

  

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/04) */ WE HAVE CONTACTED THE CUSTOMER AND SCHEDULED THE WARRANTY WORK TO BE PERFORM ON NOVEMBER 7, 2022

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9, 2021 Gary ****** was out to my house to look over my driveway and gave me an estimate of what needed to be done, **********************************, I called my son to let him know what needed to be done and what it was going to cost. he said that it sounded reasonable and I should get it done to save the driveway. Just over a week my son came to the house and checked the work said I have a trip hazard they didn't level the drive to the sidewalk they needed to mud jack, I told him I didn't pay for mud jacking he said it didn't matter they should have told me it needed to be done because now I have a trip hazard. I called Gary ****** that same day and explained to him that I know I didn't pay for mud jacking but my son said they should not have done the work without letting me know that I needed to mud jack because now I have a trip hazard. Gary never returned my call. On January 7, 2022 I called again they were supposed to have sealed between the driveway and the garage entry with the cold there was a rise and the stuff they sealed it with was no thicker than a band aid and that's what I told the receptionist she said they would have someone out to look at it in the spring, still did not hear from anyone so I called ******** to come out to redo the work I********************* maintaining my property is very important to me. I paid $******** for the work and I would like at least $****** back to help what I had to pay ******** to redo the work. I happened to look out the window and saw the guy on his knees with a level raising the sidewalk to the driveway and it wasn't just the slab by the driveway they had to raise the whole sidewalk which The Driveway Co didn't mention any of that to me if they had been honest, I would have probably paid even if would have cost me more but they didn't disclose that to me which if my son hadn't come over to see the work I wouldn't have known they left me with a trip hazard so I'm glad I called after that the seal.

  

  Business response

  09/09/2022

  Business Response /* (1000, 8, 2022/07/25) */ WE TRIED TO REACH OUT TO MS. ******* WITH THE INFORMATION PROVIDED IN THE COMPLAINT, BUT THAT IS NOT A GOOD NUMBER. WE NEED A GOOD NUMBER TO REACH THIS CONSUMER SO THAT WE MIGHT WORK ON A SOLUTION TO HER ISSUE. Consumer Response /* (3000, 10, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their reply is not true, Mr. ****** did return my 3rd call which went into my voice may I was having issues with my phone and had to get a new phone, I returned Mr. ******** message and told him that I had a new phone and clearing out my out phone came across is message and gave him my new phone number he never responded to my message. If they were so concerned why didn't they call or come out to review the concerns. Business Response /* (4000, 16, 2022/08/18) */ We will be issuing Ms. ******* a refund in the amount of $***

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