Super Sealers

I’d like to apologize to the customer for such inconvenience
caused by wrong expectations about the work we provided.
Customer hired us to Repair/ patch a wide pothole in front
of his garage, build a one-car parking extension and seal the rest of the
driveway. Customer paid half of amount...

upfront, not requesting a contract. It
was a big mistake not having done one because the work requested and the work
expected were two different things: Customer complains about water flooding his
lawn, but that was the natural water that flows from the rest of the driveway.
 On the first day of
work, the customer was present and was very happy with the base of the new
asphalt for that area, which was done (as always) with high quality of
workmanship and materials. Super Sealers suggested, then, that a drain could be
built in front of his garage, so the water wouldn’t be coming into his garage
anymore. The customer agreed and paid ½ of the amount for that additional work.
The work was done with all the intents of accuracy and quality, however due to
a defect in our roller that we were unaware of, the asphalt came out bumpy and unacceptable.
Customer called immediately to report the issue, and SS came immediately to
talk about it, as our intention is to always satisfy the customer. SS agreed
with the customer about the results and offered to bring one of the licensed contractors
that provide work for us to fix it. They agreed that, with the base being done
as it was, an overlay to repair the bumpy asphalt and replacing the position of
the drain should do it.  The service was
done again, the customer present, and everything was done properly. Customer
had no complaints. After the crew left, he had some friends to check the work.  He, then complained about the lower level the
drain was placed, which is necessary to have the water directed to it.  At this point, customer had already mentioned
calling his lawyer and placing a formal complaint at Revdex.com, without having the
issue discussed. Despite this, we offered to return to the job and change the
level of this drain. Customer had not yet realized he had hired us for a small
repair, patching a hole in his driveway and drain the water from that area into
a drain and that we are not responsible for water coming from other areas we
have not touched.
In our last attempt for an agreement, customer demanded the
job to be done ALL OVER again, and we can’t redo a job that was done right and
we can’t give him a refund for a job that was done as requested.  We’ve never had such an experience with a
customer that wasn’t satisfied with the results because wrong expectations.
As a settlement we assure the customer won’t be requested
for the rest of payment for the completed job and we won’t redo or give a
refund for a job that was done right.

We communicated directly with the customer and scheduled a date in May to come over and solve the issue. Customer lives in an area not much serviced by us and we had difficulties in scheduling a date for her at the end of the season last year, as weather acts unexpectedly and availability of...

dates is shorter. We close for the winter season from November to May and that's why customer couldn't get a response and a solution to this problem during those months. We apologize the inconvenience.

Review: We hired Super Sealers to do work on our driveway. We paid for half of the amount due up front and agreed to pay the balance once the work was finished. The first phase of the work, which involved digging up our driveway, putting in a drain and re-paving the area was done incorrectly. Super Sealers agreed to re-do the work. The second attempt was also done incorrectly. There are areas of the driveway that are too high and cause our lawn to flood when it rains. One of the main reasons we had this work done was to install a drain so the water would drain correctly and it does not. The work that they have done is sloppy and unacceptable. Besides the way the water drains, there are a number of other problems. We have had three other professional paving companies come take a look at the work done by Super Sealers, confirm that it was done incorrectly, and provide us with an estimate to fix it. All three companies agreed it was done incorrectly. We asked Super Sealers to refund the money we have paid them so we can have someone else fix it and they have refused. They did not provide us with the service we had paid them for.Desired Settlement: We would like to be refunded the amount we paid to Super Sealers of $2,200.

Business

Response:

I’d like to apologize to the customer for such inconvenience

caused by wrong expectations about the work we provided.

Customer hired us to Repair/ patch a wide pothole in front

of his garage, build a one-car parking extension and seal the rest of the

driveway. Customer paid half of amount upfront, not requesting a contract. It

was a big mistake not having done one because the work requested and the work

expected were two different things: Customer complains about water flooding his

lawn, but that was the natural water that flows from the rest of the driveway.

On the first day of

work, the customer was present and was very happy with the base of the new

asphalt for that area, which was done (as always) with high quality of

workmanship and materials. Super Sealers suggested, then, that a drain could be

built in front of his garage, so the water wouldn’t be coming into his garage

anymore. The customer agreed and paid ½ of the amount for that additional work.

The work was done with all the intents of accuracy and quality, however due to

a defect in our roller that we were unaware of, the asphalt came out bumpy and unacceptable.

Customer called immediately to report the issue, and SS came immediately to

talk about it, as our intention is to always satisfy the customer. SS agreed

with the customer about the results and offered to bring one of the licensed contractors

that provide work for us to fix it. They agreed that, with the base being done

as it was, an overlay to repair the bumpy asphalt and replacing the position of

the drain should do it. The service was

done again, the customer present, and everything was done properly. Customer

had no complaints. After the crew left, he had some friends to check the work. He, then complained about the lower level the

drain was placed, which is necessary to have the water directed to it. At this point, customer had already mentioned

calling his lawyer and placing a formal complaint at Revdex.com, without having the

issue discussed. Despite this, we offered to return to the job and change the

level of this drain. Customer had not yet realized he had hired us for a small

repair, patching a hole in his driveway and drain the water from that area into

a drain and that we are not responsible for water coming from other areas we

have not touched.

In our last attempt for an agreement, customer demanded the

job to be done ALL OVER again, and we can’t redo a job that was done right and

we can’t give him a refund for a job that was done as requested. We’ve never had such an experience with a

customer that wasn’t satisfied with the results because wrong expectations.

As a settlement we assure the customer won’t be requested

for the rest of payment for the completed job and we won’t redo or give a

refund for a job that was done right.