System Pavers

Our customer's satisfaction with a job well done is always our number one priority* An individual project manager is assigned to each project to make sure the homeowner has a direct point of contact throughout the entire installation process and afterwards* We appreciate the opportunity to
resolve any customer claims or outstanding issues* Below you will find the series of events that have taken place to resolve this complaint since it was received on May 17th* We appreciate the homeowner's patience while we get this resolved for them*On Tuesday May 17, 11:50am- Manager *** *** left messages on the number listed for customer, as well as the number in their customer file, He also emailed them letting them know that he left them messages and asked them to reach out to him personally at their earliest convenience*
On Tuesday May 17, at 11:59am- *** spoke with homeowner and everything went smoothly on their call* He set up a meeting with homeowner for Thursday May 19, to review their repair*
On Friday May 20, 2016- *** *** (Sales Manager) visited homeowners residence to assess repair* His evaluation determined this repair would take 1-hours of work to fix and he was working with homeowners on a set day and time to fix repair*
On Friday May 27* 2016- *** and *** have both followed up with homeowner to schedule a day and time to fix repair* All follow ups have seemed positive and together *** and *** have worked with homeowner to get this repair handled and ensure the customer is satisfied with the job at hand* As of today we are just waiting to confirm the repair work for either Tuesday May 31st or Wednesday June 1st as this is the soonest we have a crew available for the repair work*
Thank you!

I used System Pavers to renovate the driveway and front of my home in the mountains I believe the product to be sound and I am happy with the finished appearance The process however, was a nightmare The initial scheduling took weeks longer than the salesman representedI was told by the project manager that my yard would take days and was to begin on Dec I finally received my certificate of warranty on April 15--days later System Pavers uses subcontractors to complete the installation My project actually had to be done twice The first crew did not prep the area and used sub-par materials Throughout the process I was continually checking with the project manager to voice my concerns I was continually reassured that I would be happy with the final project I had to climb the corporate ladder rungs to get satisfaction, finally using the Internet to find the emails of those at the top Upon inspection (removing the completed bricks) it was determined that everything needed to be removed and started over with supports installed Throughout the process, I was frustrated by half-truths and lack of transparency on the part of System Pavers
I believe the bricks to be a quality product, time will tell If you choose to use this product, and trust their installers, makes sure you get EVERYTHING in writing

Hi [redacted],
small; font-family: Arial, Helvetica, sans-serif;">I am writing in regard to my recent complaint about System Pavers.  
They contacted us right away to resolve the problem.  They have been to our house twice.  First, the contractor manager and then he brought out another person that deals with the turf we were complaining about.  They have committed to us to have our issue fixed and possibly completely replaced.  
At this time, please take my complaint off as they have promised to make this right.
Thank you for all your help in this matter.  You were quite helpful.
[redacted]

System Pavers completed a large hardscape project in our front and back yard in October of 2014. Definitely one of the worst contracting experiences we have ever had. The quality and workmanship was very poor, and the supervision almost non-existent. Much of the work had to be tore out and redone. Would not recommend for any work.

System
Pavers has contacted Mr. [redacted] explaining no deposit will be refunded due to
contractual agreement under “Notice of Three-Day Right to Cancel: You,
Purchaser, have the right to cancel this...

Contract within three business days.
You may cancel by e-mailing, mailing, faxing, or delivering a written notice to
Contractor at Contractor’s place of business by midnight of the third business
day after you received a signed and dated copy of the Contract that includes
this notice. Include your name, your address, and the date you received the
signed copy of the Contract and this notice…” Contract was signed in April 2012 and request for deposit
refund was made in 2015. System Pavers received no written request for
cancelation until 3 years later, which surpassed the 3-day cooling-off period.
System Pavers is happy to uphold the contracted agreement and continue with
requested project if customer wishes to.

System Pavers has been in contact with customer to apologize
for the unforeseen scheduling dilemma. Both parties have come to an agreement
and are continuing to work together.

[redacted]
System Pavers Inc.              
32950 Alvarado Niles Rd, Suite 500
Union City, CA...

94587
510-774-4342
                                                                                                                 
March 18, 2015
[redacted]
E-mail: [redacted]
Dear [redacted],
This letter is to address your recent complaint to the Revdex.com.
We are very sorry for the inconvenience you were caused. We educate our canvas
team extensively on honoring homeowner’s privacy wishes, and we are therefore
very sorry that this occurred at your home.
We are spending time this week to further educate our team
to ensure this does not happen again.
We hope you can accept our apologies and consider this
matter closed.
Sincerely,
[redacted]
Senior VP
System Pavers Inc

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is this company's modus operandi to come look and take pictures appearing as if they will take care of the complaint. They came out on Friday admitted to putting down a faultyMaterial and advised they would call on Monday for the game plan to fix/replace the pavers. I haven't heard from anyone as of today Wednesday evening. [redacted] said he would call on Monday. 
Regards,
[redacted]

We appreciate the opportunity to respond and further help resolve any outstanding issues. On 5/23/2016 we received a [redacted] review from [redacted] in regards to his turf that we had previously installed in November of 2015. We had originally installed leisure turf in his home and later after...

install [redacted] realized he wanted pro turf for the specific purpose of having a putting green. That same day [redacted] also sent an email to our Social Service address [email protected] in which I ([redacted], Online Reputation Manager) responded at 1:17pm (email image included).  I thanked [redacted] for his feedback, passed along his message to the VP in San Diego, let him know I did so, and informed him we’d be looking into his claims and help correct any outstanding issues. [redacted] replied on Thursday May 26 to thank me for my response and to inform me the San Diego Construction Manager [redacted] had given him a call in the afternoon on May 23rd. [redacted] did confirm he touches base with [redacted] in regards to the pricing for the upgraded pro turf he was interested in having installed (image attached).   On Thursday June 2nd we received [redacted]’s Revdex.com complaint. [redacted] called [redacted] that same day to provide him with the quote for a second time and also emailed the estimate out to [redacted] (email image attached). On Friday June 3rd [redacted] confirmed he received the email from [redacted] but was delayed in responding due to the fact that he was traveling. On Tuesday June 8th [redacted] let us know [redacted] emailed back with a few questions which he was addressing. He was just waiting to hear back from [redacted] in regards to what [redacted] wanted to do. On Monday June 13th I reached out to [redacted] to follow up on whether or not he’d heard back from [redacted] made an effort to reach out to [redacted] and was able to touch base with him. [redacted] has decided to move forward with the pro turf putting green and [redacted] has set up his installation for the week of June 20th. We are pleased we were able to work with [redacted] in order to get things resolved and get him the putting green he’s been wanting.

I am writing this letter to inform you that my complaint (#[redacted]) with
System Pavers has been resolved. System Pavers has completed all work,hazardous and cosmetic to our satisfaction and we no longer have any other complaints against them.  The job they did now looks amazing. Thank you so much for your assistanceIn this matter, appreciate all you did,   [redacted]

System Pavers has corrected all outstanding issues. The customers have confirmed they are satisfied with the work completed. If there are any further questions or concerns, we urge our customers to contact us at ###-###-####

Thank you for your quick response.  Early this morning I received a call from System Pavers.  The women apologized profusely and stated that the representative I spoke with yesterday was out of line and misinformed regarding the service area.  She extended an invitation to include my home into their service area.  This was a direct result of a supervisor listening to the recorded conversation from the original call.   I thanked her for her concern, told her I had turned the matter over to you and respectfully denied her offer. Thank you again.  I don't know if this will matter, but I wanted to keep you updated so that you wouldn't have to use unnecessary resources in pursuing  what is now seems to be an obvious non existent  concern. I apologize if I have caused you any additional trouble in this matter. [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In addition to closing out the complaint on the Revdex.com application, I have emailed both [redacted] and [redacted] to have this complaint closed out. This has come in as a duplicate under the following...

complaint IDs:
Complaint #[redacted]
Complaint #[redacted]
Complaint #[redacted]
Company response: System Pavers has corrected all outstanding
issues. The customer has confirmed they are satisfied with the work completed.
If there are any further questions or concerns, we urge our customers to contact
us at ###-###-####.
Please confirm this has been updated.

System Pavers is currently working with the customer to resolve outstanding issues. We urge our customers to please contact our 24/7 customer support line: 844-728-3888 for...

urgent matters such as this.

In regards to Mr. [redacted], System Pavers of Seattle does have a plan to repair his driveway. We would like to and have tried to be in contact with [redacted] to discuss our plan to move forward on making our customer satisfied. As soon as we are able to reach [redacted] we will schedule the work that needs to...

be completed.
 
 
Regards.

He [redacted],
 
We appreciate you taking the time to leave your feedback and are sorry to hear about this. Your satisfaction is our number one priority and we're...

happy to help get things resolved for you. Santa Ana Construction Manager
[redacted] provided an update that he was able to touch base with you in regards to your concerns and came out to your home to assess the needed work on Monday 10/17. He let us know there is a timeline in place to
take care of the work and that he is happy to be able get this taken care of for you.  We appreciate the opportunity to remedy this situation and to make sure you’re 100% satisfied with your outdoor living project.
Sincerely, 
[redacted]
System Pavers

The Sales guy "under-estimated" my job and the day before starting my job he called asking for money or they would cancel the job. I told him no the contract is set and that's all I am willing to pay, and he needs to figure it out on their end. I get a call the next morning from a accounting girl asking me to verify my cc info to refund my deposit because my job has been canceled. Not even a call from the sales guy, or a manager to try and work out an agreement. 12,000 job canceled and left two messages for the "sales manager" to call me back an NO RESPONSE. I am in sales myself and I would never do this to a customer, at the very least should of received a call back from the so called "management"
Use this company at your own risk...

Unfortunately, due to conflicts
between Mr. [redacted] and System Pavers’ employees and representatives, this
project has seen a handful of setbacks. System Pavers has made every effort to
defuse the situation by assigning new project managers and...

contractors.
Currently, [redacted], System Pavers’ construction manager has been in
contact with the [redacted]s regularly as the project nears completion. According
to our records, the sprinklers have been adjusted and two copies of the drawing
plans have been provided. Mr. [redacted] is working with the homeowners to resolve
the remaining issue.

[redacted] reached out to Mr. [redacted] on the 3/21, he let him know [redacted] would be in touch on monday. [redacted] spoke with Mr. [redacted] and...

set a meeting for tuesday 3/25. Although the job was out of warranty, we fixed Mr. [redacted]'s repair for free for him. The repair was comple[redacted] on 3/25, and he is happy.
Thank you
[redacted]

Ms. [redacted],
 
On behalf of System Pavers, I would like to apologize for
your unsatisfactory experience. System Pavers does stand behind their products
and services with a 25-year warranty and wishes to rectify the...

situation. [redacted], Regional Vice President has begun reaching out to you. He would like to
personally visit your project and ensure that all outstanding repairs are
completed to your satisfaction. Mr. [redacted] will continue to reach out to you.
We urge you to call him at ###-###-#### or you can email me personally at [redacted]@systempavers.com. We know
you seek no settlement, but we are eager to make this right. 
 
Thank you, 
[redacted]
System Pavers