Magic Seal, LLC

I enclosed the letter from our printer that he resent to our Pittsford customers yesterday. I understand some people were irritated with the first mailer they received with the wrong price and we are very very sorry for the mistake. I do admit I was under a great deal of stress when I found out about this mistake. This is our business and the  way we make a living and feed our family. We have employees that depend on us. Stress is an understatement! I wanted to crawl in a hole and die. I felt so bad when [redacted] called and told me her card said $33. If we could of done the drive for that price I would of, but if we did then all the neighbors with the price would want it done for that price. A chain of people with $33.00 prices could actually put us out of business. Especially with 7000 cards with wrong prices. We had to stand firm and let everyone know the the price was wrong and let them know there actual price and give them their $5.00 off and be consistent. I have seen ads in target coupon books retracting mistakes it happens. But I did feel bad about Mrs [redacted] and offered her to do the drive at $50.00 and I truly have been thinking about our conversation all week. I certainly overreacted and if I could do it again I would not of did that. For that I do apologize. Magic Seal is not about that and neither am I. My bad day should never be taken out on a customer. Pittsford is a great area for Magic Seal and we have always done a great job for the customers there and I hope we can continue to do so. We have always stood behind our work and our word. I hope that the customers of Magic Seal will stand by us through this error and remember the great job we have done for all the years. We have been in business for over 25 years and we have had the super service award with Angie's List since 2010 and an A standing with Revdex.com, we earned those with our outstanding customer service, great products, amazing workers, and we always take care of our complaints, always.Thank you[redacted]Hi [redacted]I
would like to apologize for my behavior last week. The day you called I
had just found out that 7000 people in Pittsford received cards with
the wrong prices on them. My heart was in my stomach and my reaction to
you could have been calmer and much nicer, as a business owner I should
of handled myself better. I would like to extend a $50 voucher to you
and your husband for this year or next year in 2016 to have your drive
sealed not only for your inconvenience but as an apology. I am sure you
are hesitant on using our company again but since 2011 you have been
using our company and we have always done a great job for you with a
good product. I hope you will consider using our company again and
accept my apology. Thank you for your time and again I am truly sorry
for taking my frustrations out on you when it was clearly the fault of
our printer not you. No one deserves to be talked to like that and I
feel awful for the way I spoke to you. Thank you  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Regards,  [redacted]

Hello,  I am so sorry this happened. My guys should have left when it started raining the first time and they will be reprimanded for this. I do not tolerate bad service and feel just so awful. I only wish I could of talked to you and straightened this out right away. We do not seal in the...

rain. We would like to waive the fee for this of course and offer you a free driveway seal if you would be so kind to give us a second chance. If so you can ask for Martin and he will take care of you. Thank you  Tina B[redacted]  President

Magic Seal came back out and topcoated half of the driveway at no cost to the customer and resolved the problem, extended the warranty and spoke to the husband who was very happy. If we discounted the driveway to $3500 we need to see the revised contract since we are not aware of this discount and...

Cody has no revised contract or emails saying he would only charge the customer $3500.00. The remaining $1300 is still due to Magic Seal.  Thank you  Tina B[redacted]

We went out and spoke to her and told her we would cut back the root that is causing the crack. The root is from a tree that is growing under the driveway and we cant really control that but we will try our best to cut it back and repair the area and then hot crack fill it so the root will die. It...

would be greatly appreciated if this complaint was taken off since we were never contacted directly about this issue and as soon as we got this complaint from Revdex.com we went out to her house right away to deal with the matter and we are taking every step to rectify the issue. Sometimes its hard to keep roots from coming back if the tree is not cut down and its very close to the driveway but we do our best to kill the roots. We will do our best to kill off the roots that are growing under the driveway

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Thank you for passing on the reply from magic Seal, however it is too
little too late...  Nobody from this company ever contacted me. The
mishap happened on August 1st and now (at the end of September) they are
responding to Revdex.com and tell me how sorry they are and they will take
care of things. Tina tells me to get in touch with Martin at their
company... are you kidding me???  I have called and talked to him
several times back in August and he assured me each time that he will
contact the cleaning company to clean the tar off my siding and call me
back. Never called me back!!!! He also totally ignored that his men
broke the corner of the shingle. By the way, I  took pictures of the
broken shingle and splashed tar on the siding. In the meantime I was
forced to hire a company to clean the tar off the siding and also fix
the shingle.  So, now they are offering me a free driveway sealing
and an apology... Where were they in August when I contacted Martin
every week and was waiting to get the mess taken care of?  BAD customer service, that is all I can say...  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have spoken with Tina multiple times in regards to the damage, the
power wash company that came out did more damage to my house, they
stripped the paint off the down spout of the gutter and the trim, and
they took out mortar in between the stone.  I spoke with Tina and she
said that she would have her contractor come out to assess the damage,
nobody ever showed up.  I than asked for my contractor to come out and
give me an estimate that I forwarded to Tina, and also never received
anything back from her. As mentioned in my original complaint I would
like for my house to be restored to the way it was before Magic Seal
came out. Please see attached.  Thank you,  [redacted]

I will try not to be redundant as my last response
answered most every inquiry.   The 1 lift
installation of asphalt was the only option because of lack of pitch as noted
previously.   If we went with standard
installation of 2.5 inches of binder and left an one inch reveal for the future
top-coat it would reduce the already poor pitch as the driveway would be 1 inch
lower at the highest point near the garage and 1 inch lower at the entrance.   This would reduce pitch and amplify the
damming at the entrance resulting in water back up.   This was discussed face to face.  Moreover, I never guaranteed a puddle free driveway.   It was my goal to make the customer
satisfied in every capacity.  The solution to the puddle is to do 1 of 3 things. 1.   Raise the garage floor 1.5 inches and top coat drive with 7f asphalt.  2.   Call the town
of Spencerport and have them lower the gutter system and catch basins that are
heaved at the entrance.   3.  Install a catch
basin in the drive where the puddle is and tie it into municipality drain.  All of these options are expensive and not in my scope of work, contract and agreement. As far as the demo machine inquiry creating the problem
holds no legitimate value.  The paver did
not change the pitch in a negative slope whatsoever. Furthermore, it did not
leak oil.   The asphalt is an oil based
product that leaves some natural oil stains.  I do not wish to have an unsatisfied customer or a poor
job.   Please refer to my photo after the
car was washed.   Again, I never promised
a puddle free driveway.   If you notice
even municipality roads with sophisticated equipment have puddles after it
rains.  I can do many things but I cannot
make water flow uphill.  I cannot change
the slope of the earth or raise house foundations.   I wish I could to please this customer and
put this behind us.   Thank You Magic Seal

In
reference to complaint [redacted] regarding;  Magic seal has visited the property on
at least four occasions after the installation of the driveway.    
Mr [redacted] was present for most of these re-visits as we discussed the
minimal solutions to his concern regarding a...

puddle.  The problem with the drainage is
two-fold.  First, the slope from the highest elevation at the garage floor
to the street is less than 1.5%.  In a 60 foot distance from the garage
488.54ft above sea level to the road 487.55 is less than 1 foot.   That
slope is minimal with less than 3/16 pitch per foot.   As seen by the
attached photo most of the slope occurs from the garage to about 30 feet down
and then it flattens out before it meets the concrete street gutter. The second variable here is that the
concrete street gutter and the end of the driveway has heaved and is higher
than the existing blacktop as it acts like a *Word Rejected* and stops water from going in
it.   The last two cold winters have created havoc for sidewalks, gutters
and asphalt alike.    The municipality of Spencerport is the only one
authorized to address this heaving.  If there was or is a solution that is
reasonable to solve Mr [redacted]'s problem Magic Seal will gladly continue to
work to solve the drainage at this location.   The options for him are as
follows:   1.   Raise the level of the garage
floor with concrete and then resurface the entire drive with 1 inch of fine
top.   (Most residential driveways are installed in 2 lifts.   A
binder layer followed by a top-coat layer).  We could not install 2 lifts
here because it would have reduced the slope by starting 1 inch lower at the
garage floor and 1 inch lower at the street gutter which would have created a
larger collection of water at the end of the driveway.   2.   Cut out 4x4 puddle area and
replace it at a higher elevation.   This may just move the puddle to a
different location on the drive.   3  Contact local department of DPW
do see if they can remove and replace concrete gutters and the proper elevation.  These drainage issues were discussed at
length with Mr [redacted] as he decided that the 1 layer lift would provide best
drainage.   For a drive with limited slope and 1 layer to have a small
puddle is not unrealistic.    Moreover, nowhere is my contract or
conversation did I promise or guarantee a puddle free surface.   Even on
large interstate roads with sophisticated  highway equipment with
engineers specifications  do not guarantee a puddle free driving lane.
  Lastly, I cannot change the grade of the
earth in a 60 foot distance where I have to meet up with the existing grades
provided.   I had to be flush with the garage floor, sidewalk, and gutter.
  I hope this clears some of the misunderstand up and we regret Mr
[redacted]'s lack of satisfaction.   
[redacted]

It was not in the forecast to rain on this day and there was a pop up shower.  We hired a power washer to come clean at our expense.  Beyond this, there is nothing else we are able to do.As we also do, we offered and will extend the offer again to either refund your seal coating payment or...

be more than happy to have someone come out and reseal the driveway.  We are more than happy to do either of these for you.

I am willing to pay for the paint. It was a pop up shower and we honestly have no control over rain. We didnt intend on going out to his house and seal in the rain. Since he was there if he thought it was going to rain he should of stopped us, he didnt know it was going to rain anymore than we did. This was a horrible rainy summer and the weather people have not been right all summer. We have had many days with 0% chance of rain and it rained on us and days of 60% rain and we didnt work and that made customers unhappy  thank you  Tina B[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Thank you for the response.  This is the most information I have ever received about our driveway and the current situation.   This communication would have been nice all along.  However, some of your response was not accurate.  Yes, you may have visited the property 4 times, however there have been only 2 attempts to fix this issue. With both of those attempts there was never any follow up with us to see if the solution fixed the problem.  I understand that weather can be a factor on pavement, driveways, etc however that is not the case with our driveway.  The issue presented itself 24 hours after installation, so the weather could not have been a factor here.  Drainage issues were only discussed after installation and the decision of a one-layer lift was not mine to make. Your employee is the professional and he is the one that made that decision and informed me of this along with not getting a fine top coat as the driveway was being installed.  I am the customer, you are the professionals, I expect you to keep me informed and to be honest about the work being done.  I was under the impression that the puddle issue would have been resolved with the installation of a brand new driveway and if this was not possible it should have been discussed previous to any work being done.  Up until this point we are unsatisfied with the lacking communication.  If the owner would like to discuss this issue further I would appreciate some face time and some additional discussion, specifically about next steps to be taken as well as if the demo machine that was trialed on our driveway could have been a factor in this particular issue as this portion of the driveway was where this machine was not running correctly (i.e. stalling out).  Attached are two pictures.  One taken the day after job was "completed" of an oil stain left by the demo machine.  Another, a recent picture of the puddle approx 6 hours after rain had stopped.  Regards,  [redacted]

Revdex.com:  I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,  [redacted] Response: I watched the entire sealing process of my driveway.  1- Horse hair brooms were not used. Large squeegies were used.  2- A solvent was not used as a special treatment to the oil spot.   This business responded to my complaint by stating their POLICY, and did not relate to what I told them had actually occurred.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am rejecting this offer because I no longer wish to do business with Magic Seal after my outrageous experience yesterday, and after reading Magic Seal's response to my complaint. Let me start by saying that I am absolutely CERTAIN that [redacted] is under an enormous amount of stress due to this huge advertising error.  At my daughter's soccer practice last night many of the parents were discussing the outrageously expensive estimates they had received in the mail from Magic Seal.  One family's neighborhood association had sent an email out yesterday to residents alerting them to this concerning issue, and cautioning them.  [redacted] might be surprised to hear that I explained the error to these Pittsford residents, and assured them that if they called Magic Seal they would be quoted a lower price.  It would appear that many Pittsford residents received extremely high estimates and many received low ones.  If this is a small company, I'm certain that this error is very concerning and creating a great deal of stress for the owners.  Perhaps this stress may help to explain the extremely heated, and at times personal and very inappropriate exchange that occurred between [redacted] and myself yesterday.  Unfortunately, understanding that [redacted] may be under some stress and this response from her will not change my mind about doing business with them, or recommending them to others in the future. [redacted] claims that [redacted] "insisted I only charge $33".  This is untrue, and my complaint that I filed yesterday explains that I would accept a $50 price, and even told the woman I initially spoke to on the phone that, but she claimed that she was unable to offer me that price.  I was to pay $78 plus tax - which is the highest price I have ever had to pay Magic Seal for their service.  In my complaint I said that I feel that offering "a price less than $78 and closer to $33 plus $5 off" is more appropriate given our longstanding history with the company and the fact that the error that was made.  I was absolutely willing to meet in the middle.  Yes, [redacted] did explain that Magic Seal is a small family business that needs to support many adults and children.  She also told me that she realized that I had been a customer since 2008 and as a customer with that kind of history "I should have known the quote we received was an error".  I can say - with all honesty - that the driveway sealing business isn't something I know anything about.  I can honestly say that my husband and I thought that perhaps this quote was some sort of "early bird special" and the company wanted to give an entire neighborhood a great price to get their season started.  Never was it our intention to rip them off, yet [redacted] kept insisting that we "had to know this price was an error" - which was offensive.  Her combative approach turned me off.  I would have preferred if she had said "You've been a customer since 2008 and we are sorry for our error.  Is there a way that we can compromise because we value your business?"  I told her that I offered to pay $50 for the service.  She said "FINE!  We'll do it for $50, but we won't make any money.  We'll send out 3 guys to do the job and we won't make a dime!"  I said that at this point I really didn't want to do business with them.  She explained that she was a Christian woman and all of her children went to Christian schools and she worshipped one God.  When I asked her if she was questioning my morality she said "Yes!  You have really really bad morals."  At that point I hung up the phone and was in complete disbelief. Within seconds [redacted] called me back.  Was it to apologize?  NO!  It was to continue to argue with me!!!  She said "If you got a post card that said it was going to cost $500 to seal your driveway you wouldn't pay that, so why would you expect us to let you pay $33!"  I think that comparing a $33 and $78 dollar error is much different than comparing a $68 (what I believe we paid Magic Seal for our last service) and a $500 error.  Then she told me she hoped that I "never make a mistake".  I told her I make mistakes all the time, but then asked her very firmly to lose my number and lose my address.  I don't wish to have any more interaction with [redacted] from Magic Seal.This exchange was definitely heated.  [redacted] did not seem to be able to handle dissatisfied customers in a calm and reasonable way, and she got very personal when she attacked my morality.  My experience with Magic Seal this year was unpleasant - to say the least - from start to finish.  I have received another postcard from another driveway sealing company today, with a quote that was more than $33 but less than $78 and I think it is time for a change.

Our printer did make an error and sent 7000 cards out to Pittsford NY with the wrong prices on the cards. Once we found out about the error he immediately sent out the proper prices to each home with an apology from Magic Seal and himself. I spoke to Mrs [redacted] myself and she has been a customer...

since 2008 and paid the same price since with the 5.00 discount. I am sure when she got the flyer for $33.00 she knew right away it was an error. I told her I was very sorry and I would seal the drive for $50.00 since she was a long standing customer and was so upset about the mix up and wanted us to honor the price on the card. I explained that we are a small family business and with the cost of material, gas, payroll, and insurance that 33.00 was under our cost and that even at 50.00 it was around our cost to seal the driveway. I was more than happy to meet in the middle and already felt awful enough that the error was made and people were upset. We have been an upstanding business for over 25 years and we always take care of complaints, we are fully insured, and we do a great job and our product is top notch. Mrs [redacted] insisted I only charge the 33.00 price or she was reporting us to the Revdex.com. I feel as though she was unfair with us, since it was not a malicious mistake it was a honest mistake that could of happened to anyone and since we offered her a very discounted price we were more than fair. She new the price after 8 years was not going to go down 45.00 and something must of been wrong and even with the apology and discount she continued to be unreasonable.thank you  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I have not been contacted by Magic Seal during 2015 as they have stated.  A representative visited once after I complained to them and told me it would cost $1500 to redo the problematic section of my driveway.  It is not a separate issue.  The problem is there because they left a low spot when they did the driveway.   Now that I have received this response through Revdex.com I will immediately contact them.  I will keep you posted on how that goes.  Regards,  [redacted]

Hello   First of all, the day we sealed the driveway there was a zero chance of rain. There was a pop up shower later that day or evening and a small portion of the drive was not dry and it splashed. We don't tape off garages or siding or fences because its too time consuming and we would have to apply that cost to our customers. Not one company in Rochester does that. We couldn't predict a pop up shower anymore than she could or she wouldn't of let us seal it and we wouldn't of wanted to seal it. We always redo drives for free if they wash from rain and it costs us money to go out twice so we avoid that. We send a power washer out to clean the area if it splashes at our expenses as well. This is not something we are required to do. Our insurance doesn't cover it because they have a stipulation in our policy that if it rains after we leave the job it is considered an Act of God. I spoke with my lawyer and she said we are not required to reseal the driveway for free or clean the house if it rains after we leave. We do this as a courtesy to our customers. We have already offered her to reseal the driveway for free which would be 114.00 with tax and spent 150.00 on the power washer. I would like to add that we rescheduled her twice before her actual sealing date due to rain weather, or the chance of rain and the day she was sealed she agreed to and they were not calling for rain.  The bottom line is we are offering to reseal the driveway in the spring for free next year, we paid the power washer to try to clean the property, and we are still willing to offer $250 additionally for the the damages to the siding. We believe we have gone above and beyond at this point in time.  Thank you  Tina [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We paid the invoice because we did not want a collection account.  Rob refused to deal with me since the incident.  Just because he spoke with my husband doesn't mean a thing.  He is not the homeowner and it is not material property.  The company offered me 200 to fix the issue.  So if there was not a problem then why did they offer this.  I believe because Rob made the statement that he has never had a complaint he is covering his tracks.  After speaking with Rob and the office before the work was started we all were under the agreement with how close the repair was to the door that it would be opened.  They were given instructions on how to do this and I made sure someone was at home at the time of the repair.  No one knocked on the door.  There is damage as I had Felluca come and look at the door.  I have photos and will be going to court on this issue since it took them a month in a half to respond to this complaint.  The door is messing up my track and is falling apart.  They can either pay the repair cost of the 450.00 or I can proceed with court.  Regards,  [redacted]

Magic Seal is willing to seal the driveway in 2018 for free and offer $200.00 toward repairs, since we are not legally responsible and have no control over rain we feel this is a fair offer. We have also paid for the power washer to come out and try and clean it as much as possible. This is our final offer   Thank you   Tina B[redacted]