Locs Of Love

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me However, I will be away from September through October first and both cars will be in the driveway blocking the largest crack Please advise the respondent to call me after that date [redacted] I would like to add some corrections to Dan K [redacted] response to you His emails to me had his business address on them hence that's where I mailed the documentsThe post office retains and forwards mail to new addresses for up to a year; hence it should have been forwarded Secondly, the company came back TWICE once to apply the repair product and then a week later to apply the sealant, not repeatedly as he stated Regards, [redacted] ***

I want to express myself to convey the fact that I do take any unhappy customers complaint very seriously as I feel I have done in this particular instance. I am very familiar with this customer as we have discussed her displeasure with the final result of our restoring her asphalt
driveway at the end of July 2014. The driveway is over years old and is actually in pretty good shape considering its age. The fact is that we performed major crack repair which requires heating up the asphalt and fusing it back together. This repair process removes any existing sealcoating layers that have built up over years of maintenance by the homeowner. Any area that this repair was completed will have the texture difference from the rest of the asphalt which still has numerous layers of sealant. There is simply no way possible to create a match which the homeowner was envisioning. I still moved forward and agreed to re-sealcoat the areas of repair several times when we were in the neighborhood and finally seal the entire driveway one additional time in attempt to get a little bit better of a match. My company followed through 100% with that promise and charged nothing for the numerous trips to do so over the course of the next month or so. There were no issues at all with any cracks in the driveway from time of completion up until April when I was contacted by the homeowner regarding a crack that went across the width of the driveway which had opened up during the winter. I replied back to the homeowner via email and expressed my being sorry to hear that a crack had opened up. I assured her in that email that she needn't worry because our one year guarantee fully covered her and that we would be happy to repair the crack. I asked a few questions of the homeowner to help me evaluate the type of repair work that may be required. In the homeowners reply she did answer my questions but made it clear that she had no interest in our repairing the crack because she wanted a full refund. We never have ever offered a money back guarantee for asphalt repair as there is simply no way possible to guarantee any asphalt will permanently stay crack free. To my knowledge, we are the only company in the area that provides any guarantee at all on repair work of this nature and we are proud of this fact. We stand by our work knowing that we will sometimes have to step up and repair cracks that occur down the line which are absolutely in no way tied to our workmanship. When the ground repeatedly freezes and thaws throughout the winter it pushes the asphalt up and down. Asphalt being very minimally able to expand and contract will sometimes crack as a result of this process which is called heaving in the asphalt industry. Regardless of the fact that it is now over a year since we originally repaired the homeowners driveway, I fully stand behind our original guarantee and will gladly come repair the crack if the homeowner will allow us to do so. As to certified mail that the homeowner claims to have sent to my attention, I can guarantee that I never refused anything sent to my attention. I live at the same address as stated on our website which is *** *** *** ** *** ** ***. I see that the customer listed an old company address of *** *** ***. which is not my address and likely explains why I never signed for it. I believe that my intent to honor our guarantee to the customer has been straightforward and clear from the beginning. I have emails back and forth from the customer I which I am glad to provide. Please let me know if the homeowner would like us to follow through on this promise as we have for numerous other customers in the past when similar situations occurred

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, I will be away from September 11 through October first and both cars will be in the driveway blocking the largest crack.  Please advise the respondent to call me after that date [redacted]  I would like to add some corrections to Dan K[redacted] response to you.  His emails to me had his business address on them hence that's where I mailed the documents. The post office retains and forwards mail to new addresses for up to a year; hence it should have been forwarded.  Secondly, the company came back TWICE once to apply the repair product and then a week later to apply the sealant, not repeatedly as he stated. 
Regards,
[redacted]